Legal
Package Cancellation & Refund Policy
Effective from 25 October 2026
Zelica HealthLand West Melbourne Pty Ltd (ACN 696 759 010), trading as Zelica HealthLand. Effective from 25 October 2026.
1. What this policy covers
This policy covers all prepaid packages, including Emerald Laser packages, Emerald Laser + Lymphatic Massage packages and massage packages (Gold, Platinum, Diamond and Lymphatic). It applies whether you bought in the centre or online. Memberships, subscriptions and gift cards have their own terms.
2. Your rights
Our services come with guarantees that cannot be excluded under the Australian Consumer Law, and nothing in this policy limits those rights. If you believe there has been a problem with a service you received, please contact us. We will look at each situation individually and work with you directly to resolve it.
3. Validity
3.1 6-session packages (including all massage packages) are valid for 6 months from purchase. 10-session Emerald Laser packages are valid for 12 months from purchase. 3.2 Sessions not used by the expiry date lapse and are not refunded. 3.3 If extenuating circumstances such as illness, injury, pregnancy or bereavement stop you attending, contact us before your package expires. We may extend your expiry so you can return and use your remaining sessions, and may ask for supporting information.
4. If we can't provide your sessions
If our equipment is out of service, or the centre has to close because of a disaster or another extreme event, we will reschedule your affected sessions and extend your package expiry by the time affected.
5. Booking package sessions
5.1 Package sessions can be changed free of charge up to 24 hours before the appointment. 5.2 Because packages are paid in full in advance, a session cancelled within 24 hours, or missed without notice, is forfeited from your package. 5.3 If you know early that you can't make a session, tell us and we will work with you to find a solution.
6. Change of mind
6.1 If you change your mind before any treatment session from your package has been used, you can ask for a refund in writing before the package expires. 6.2 Refunds are at the discretion of management. If a refund is approved, it is the amount paid for the package less a 20% administration fee. 6.3 Once a package treatment session has been used, change-of-mind refunds are not available.
7. Medical reasons
7.1 If a medical condition arises after purchase that means you can no longer have the treatment, and you have not used any treatment session from your package, send us a written request with a medical certificate stating the condition. 7.2 Our Medical Director will review your request and decide whether the condition means you are unsuitable for treatment. 7.3 Refunds are at the discretion of management. If a refund is approved, it is the amount paid for the package less a 10% administration fee. 7.4 Once a package has started, refunds are not available. Our Directors will review your circumstances and may offer a solution, such as extending or pausing your package.
8. The Emerald Discovery Session
8.1 The Emerald Discovery Session is paid separately and is not refundable once attended, unless our clinical team finds a contraindication during your consultation that means you cannot be treated. 8.2 If you buy an Emerald Laser package within 14 days of your Discovery Session, the Discovery fee is credited toward the package and your Discovery Session counts as your first package session, so the package covers your remaining sessions. 8.3 If your Discovery Session did not include a laser treatment and your package therefore includes the full number of sessions, the Discovery Session fee is deducted, together with the applicable administration fee, before any refund is calculated.
9. How refunds are paid
9.1 Approved refunds are paid to your original payment method within 10 business days of approval. 9.2 Amounts paid with gift cards, loyalty rewards, promotional codes or complimentary credits are not refunded as cash, and complimentary add-ons included with a package have no cash value. 9.3 Loyalty points earned on a refunded package are reversed.
10. Transfers
Packages are personal to the named purchaser and can't be transferred, shared or sold.
11. Packages sold by phone or away from the centre
If you bought a package after we contacted you by phone or approached you away from our premises, you may have additional cancellation rights under the Australian Consumer Law, which apply in addition to this policy.
12. How to ask
Email hello@zelicahealthland.com.au with your name, the package, the date you bought it and the reason for your request.