Terms & Conditions

Please note that upon making a reservation with Abide Wellness Retreat, you are accepting all “Terms and Conditions” as outlined below.

Deposits & Payments

To secure your booking, a deposit of $500 is required for up to week-long stays. (unless otherwise specified that the full prepayment is required, ie Advanced Booking offers and Online Specials).

You will be contacted by Abide® staff to arrange the balance, which is payable in full a week prior to arrival and is non-refundable. We accept bank transfer and credit card payments however, please note payments made via Diners Club or American Express will incur a small processing fee of 2%. We also offer EFTPOS facilities, however, please note EFTPOS has a $1,000 daily limit and we do not have cash out facility. The payment for any additional items purchased during your stay must be finalised prior to departure.

Credit card details are required as surety upon check-in. Alternatively, a cash deposit of $500 and a photocopy of a current driver’s licence will need to be produced at this time. Failure to produce either of the above will lead to cancellation of the stay.

Booking Policy

All payments, including deposits, are non-refundable. Reservations postponed due to unforeseen circumstances more than 7 days in advance of your arrival may be rescheduled within 12 months from the date of payment. A reservation may be transferred to another person to be used within the 12 months.

Postponements between 5 and 1 day prior to your planned arrival date will result in 50% of your deposit being forfeited, while bookings changed on the day of arrival will result in the full accommodation being forfeited.

Cancellations or amendments made to any non-complimentary transfers made within 3 hours of the scheduled pick-up time will incur a 100% cancellation fee.

Arrival Policy

We offer clear arrival and departure instructions and details upon confirmation of the booking to fit with our tightly-scheduled program. Regardless of whether you are a new or returning guest, we have the right to cancel a stay or suggest finding alternative accommodation for the first night if you are unable to arrive within the agreed check-in time, ie. during reception hours and prior to the orientation which is integral to your experience.

Treatments Policy & Cancellations

Treatment packages are all inclusive of the basic price. Any pre-booked extra treatments have a 50% payment policy if cancelled on the day they have been scheduled. Treatments booked after the day of your arrival are subject to availability. As we make every effort to ensure your treatments are both suitable and enjoyable with our highly qualified therapists, we emphasize that each treatment you choose is experienced on a subjective level and we, therefore, do not remove or refund charges on treatments received.

Responsibility for Valuables

Upon check-in all valuable items may be placed in an envelope; sealed and kept in our safe in the office. However, we advise that the owner, the management and/or the staff will not be held responsible for any breakage, loss or theft of these personal items.

Privacy Policy

Abide Wellness Retreat is bound by the Australian Privacy Principles under the Privacy Act 1988 (Cth) and other relevant laws about how private health service providers handle personal information.

All staff working at the Abide Wellness Retreat, including doctors, nurses, treatment specialist and other staff, are bound by law, and by a strict code of conduct to maintain the confidentiality of patient information.

We are committed to complying with all applicable privacy laws which govern how Abide Wellness Retreat collects, uses, discloses and stores your personal information.

The Privacy Statement sets out in brief how Abide Wellness Retreat will handle your personal information. For further information or to receive a copy of our full Privacy Policy, please ask a staff member, or phone the retreat and ask to speak with our Privacy Officer. You can also write to our Privacy Officer to request more information.

Abide® Wellness Retreat will collect your personal information for the purpose of providing you with health care and for directly related purposes. For example, Abide® Wellness Retreat may collect, use or disclose personal information:

  • For use by a multidisciplinary treating team;
  • To liaise with health professionals, Medicare or your health fund;
  • In an emergency where your life is at risk and you cannot consent;
  • To manage our hospitals, including for processes relating to risk management, safety and security activities and quality assurance and accreditation activities;
  • For the education of health care workers;
  • To maintain medical records as required under our policies and by law; or
  • For other purposes required or permitted by law.
  • Personal information may be shared between Abide Wellness Retreat facilities to coordinate your care. We also outsource some of our services. This may involve us sharing your personal information with third parties. For example, we outsource the conduct of our patient satisfaction surveys to a contractor who may write to you seeking feedback about your experience with Abide Wellness Retreat.

Where we outsource our services we take reasonable steps in the circumstances to ensure that third parties, including organisations outside of Australia, have obligations under their contracts with Abide® Wellness Retreat to comply with all laws relating to the privacy (including security) and confidentiality of your personal information.

Abide® Wellness Retreat will usually collect your personal information directly from you but sometimes may need to collect it from someone else (for example, a relative or another health service provider). We will only do this if you have consented or where your life is at risk and we need to provide emergency treatment.

We will not use or disclose your personal information to any other persons or organisations for any other purpose unless:

  • You have consented;
  • The use or disclosure is for a purpose directly related to providing you with health care and you would expect us to use or disclose your personal information in this way;
  • We have told you that we will disclose your personal information to other organisations or persons; or
  • We are permitted or required to do so by law.

You have the right to access your personal information in your health record. You can also request an amendment to your health record should you believe that it contains inaccurate information.

If you have a complaint relating to your privacy on the grounds that you believe a health service provider involved in your care has contravened a Privacy Principle, you may wish to request an internal review to be carried out by the management team of Abide.

Should you have any questions or concerns please call 03 5963 7000 or email: consumerrelations@abide.care