frequently asked questions
Spa frequently asked questions
how can I make a booking?
how do I create an account and book appointment?
what is the cancellation policy?
A 50% cancellation charge will be applied to any treatment not cancelled at least 24 hours prior to appointment or no shows. Cancellation of an appointment within 12 hours of the treatment time may incur a 100% charge. A credit card will be required to guarantee bookings.
We ask that if you are unwell or not feeling the best PLEASE DO NOT COME TO YOUR APPOINTMENT. Call us to cancel or reschedule your appointment, stay home and rest.
There will be no cancellation fee.
If you are showing symptoms of being unwell, we will ask you to reschedule.
when should I arrive?
Please arrive at your scheduled appointment time to avoid unnecessary waiting time, wash your hands before leaving home and use sanitiser provided on entering the spa.
We have added extra time to all appointments to allow for time to talk to your therapist about your treatment needs without cutting into your treatment time.
what should I wear?
There is no specific requirement for our day spa treatments as robes will be provided where requried.
how can I continue my spa experience at home?
Your therapist can recommend products from our spa ranges to continue your experience at home, all Pevonia, Youngblood and Doterra products used in the treatments are available from the Spa Reception or can be ordered online via our website.
what if I have specific health considerations?
Kindly advise us of any health conditionas, allergies, recent medical, cosmetic procedures or injuries, which could affect your service when making your spa reservation. Alternative treatments options are available to accommodate most health conditions (such as nuts and seafood allergies).
what if I am pregnant?
If you are past 12 weeks we have specifically designed treatments for expectant and nursing mothers. Please allow our spa team to guide you in selecting which treatments are most suitable for you during this special time.
I would really like the therapist I had during my last treatment, is that possible?
Yes. Please request this when booking your next treatment. We will view the therapists you had in your client history, and endeavour to place you with the therapist you request whenever possible. If, as happens on rare occasions, the therapist your have specifically request cannot carry out the treatment on the day, then we will notify you prior to your treatment so that you have the option of rescheduling, or having a different therapist.
can I claim health fund rebates?
Not currently available.
Studio frequently asked questions
how do I create an account and book into classes?
how do I get ready for my first class?
- Wear something comfortable and with stretch.
- Bring your own water bottle.
- Bring your own towel.
- Try not to eat a big meal 1.5 hours before class.
- We have change rooms with showers and WC on site.
I'm new to yoga, where should I start?
All our classes are suitable for any level of fitnesss and experience.
You can take everything at your own pace and exercises can easily be modified to suit.
what are the mud studio vibes?
Arrive at least ten minutes before class, because empty mats will be given to waitlisted clients and/or walk-ins. (we are not currently accepting walk-ins, you must make a booking).
Check in with your teacher before each class, so they can mark you as attending.
Tell your teacher before class if there is anything they need to know about your body.
Other than water and a towel, please leave all your belongings on the shelves provided. And make sure your phone is switched to silent.
Give everything a go! The only time you can do it wrong is when you don’t try.
not feeling 100%?
Refrain from classes if you’re not feeling 100% (our team will be doing the same).
If you have a cold or flu please refrain from classes until you’re well.
If you have an injury please get the all clear from your doctor before attending class.
Let your teacher know if anything is going on with with your body that might be important, like if you’re pregnant or might need some extra guidance with things.
Listen to your body and ask your teacher if you’d like a modification.
how do wait lists work?
When a class is full you can join the waitlist.
Then be notified via email and/or text message when you have been added to the class.
You’ll get a second chance to say ‘YAY’ or ‘NAH’ to coming to class by responding to the email or text. If you don’t respond, we think you’re coming.
If you don’t respond to the email or text and instead ‘late cancel’ your class you will forfeit the session as if you did attend.
Always jump on a waitlist, you’ll most likely get in!
what if I need to cancel or I just don't show up?
Our cancellation policy is in place to ensure everyone has a chance to attend class. Cancellations are the responsibility of the person booking the class. They can be made via our website, The Mud Day Spa App, the MindBody App, or however you book your classes. Cancellation we ask to bed made at least two hours before class start time.
We do not accept cancellations via email or social media.
how do I cancel or pause my membership?
You can cancel or pause your Membership autopay contract any time you like, for as long as you like. We need at least a week notice to process any cancellations or holds, to be sure your payment doesn’t go through before we can action it.
Membership cancellation can only be process via email to [email protected]
If you need to put your Membership on hold because you’re not well or you’re going away, you’ll need to email us at [email protected]
class packs and single session
Cancellations made more than 2 hours before class will get the session back
Late Cancellations made less than 2 hours before class will forfeit the session.
No-Shows and absences will forfeit the session.
Single sessions who Late Cancel 3 times in a calendar month will automatically be charged a $30 Late Cancel fee using the card on file. This fee is accumulative.
3-month memberships and monthly installment memberships
3-month memberships and monthly installment memberships will automatically be charged a $15 No Show fee for all classes they’re marked absent for. A Late Cancel 30 minutes before class is considered a No Show and will be charged as such.
Fees will be charged automatically using the card on file 24 hours after class.
Club Members who Late Cancel 3 times in a calendar month will automatically be charged a $30 Late Cancel fee using the card on file. This fee is accumulative.
Is there such a thing as too much yoga?
We’re huge advocates for any movement being better than no movement.
2-3 classes a week is a good starting point when you’re new to a yoga practice.
If you’re keen you can build up to 5-6 classes per week.
We recommend taking a mix of classes to get the most out of your Mud classes.
Pevonia Botanica is an elite, organic skin care line offered by the most prestigious spas worldwide. With an extensive selection of in-spa products the Pevonia range contains the most potent and effective, naturally sourced ingredients incorporated within technologically advanced formulas and treatments, delivering remarkable and notably visible results.