Terms

 Effective: 9 January 2026

What these cover

  • Rules for using our website and booking or buying our services and goods.

  • By using our website or buying our goods/services you confirm you have read and agree to these Terms.

Quick definitions

  • Serene Balance / we / us: the business that runs this website.

  • You / client / user: anyone using the website, booking sessions, or buying goods.

  • Services / sessions: the health services we provide.

  • Goods: products sold on the website and at our clinic.

  • Fees / costs: amounts you pay for services or goods.

Using the website and services

  • Use the website and services lawfully and don’t interfere with how the site works.

Session Payments

  • You may pay by bank transfer (NZ clients only) or Stripe prior to your session, or cash on the day.
  • Booking more than one session at a time and remote sessions require payment in advance.

  • Fees may change any time; existing session bookings keep the fee shown when booked.

  • If you reschedule a session within 14 days of a price change, we will honour the lower price.

  • Gift vouchers are non-refundable, not redeemable for cash, must be used by the date on the voucher, and cannot be used with any other offer.

Bookings and rescheduling

  • Bookings are made via our website service pages and managed by our booking system. 

  • The booking confirmation email confirms the session time you have booked has been reserved for you.

  • The booking confirmation email contains a link to the client registration form. Refer below to "Client registration information".

  • You can reschedule your session (must be within 4 weeks of the original booking) before your booked session time; your payment transfers to the new date at no cost.
  • To reschedule your session, contact us via the website, our Facebook business page, or reply to your booking confirmation email.

Attending clinic session with cold/flu symptoms

  • Reschedule your clinic session as soon as possible before your session if you or anyone in your household have cold/flu symptoms or have had cold/flu symptoms during the last 7 days prior to your session.
  • If you attend your clinic session with cold/flu symptoms, or your support person who you wish to have in the clinic has cold/flu symptoms, we will not provide the booked service. You agree to pay the session fee to cover our overhead costs.
  • Contact us prior to your session if you have myalgic encephalomyelitis (ME). We know symptoms can be similar but unrelated.

Late arrival or Missed sessions

  • We will send a courtesy email reminder 24 and 4 hours before your session.

  • If you arrive late we may shorten the session; the full fee still applies.

  • Unless there are exceptional circumstances, determined at Serene Balance's discretion, if you did not attend your session and did not contact us to reschedule before your session, then your session fee is forfeit.

Client registration information

  • By booking a service, you agree to provide contact details and a short health survey.

  • Survey responses are stored securely. It helps us to identify if you have any contraindications for the booked service and how we may best be of service.

  • If a contraindication exists we may contact you to clarify and/or offer an alternative service.

  • We are unable to provide our services if this form is not completed. Contact us if you would prefer to fill it out with us during your session. 

  • Returning clients only need to complete a new form if their contact and/or health details have changed since their previous session.

Clients under 16 years

  • Clients under 16 must be accompanied by an adult.

If we cannot provide your booked service

  • If we must cancel, we’ll contact you using your booking details. You may choose to get a full refund or reschedule.

Intellectual property

  • Most website content (text and pages) is our copyright and protected.

  • Don’t reproduce or reuse content without our written permission.

  • Photos and videos are owned or licensed by their creators (most images are from Unsplash; authors credited in alt/title text). YouTube embedded videos are owned by Google and the original creators.

  • “Serene Balance” is a Registered New Zealand Trademark. 

Privacy

  • Our Privacy Policy explains how we handle personal information. Using the website means you accept that policy.

Medical disclaimer

  • Our services are a complementary approach that are not intended to replace medical diagnosis, treatment, or advice from a qualified healthcare professional.

  • Always consult your doctor or medical specialist for any medical concerns.

  • No guaranteed outcomes are implied or promised.

  • Our services should be used as part of a holistic approach to health and wellbeing.

  • Website content and materials are for educational purposes only and are not a substitute for professional medical advice.

  • We are not an ACC-registered service provider.

  • We are unable to assist with sensitive sexual-related issues.

  • We do not support conversion therapy or any practice aiming to change a person’s gender identity, expression, or sexual orientation.

Testimonials

  • Testimonials are provided as received from clients. 
  • These reflect individual experiences; they do not guarantee your results. 

Warranties and liability

  • The website and services are provided “as-is.” We make no guarantees about completeness or accuracy.

  • To the extent permitted by law, we are not liable for indirect, special, or consequential losses, or lost profits.

Indemnity

  • You agree to indemnify and hold us harmless for claims, losses, or expenses arising from your use of the website or services.

Termination

  • We may suspend or terminate your access to the website and services at our discretion.

Governing law

  • These Terms are governed by New Zealand law.

  • If a court finds part of these Terms unenforceable, the rest remains in effect.

  • Not enforcing a right does not waive that right.

Changes to these Terms

  • We may update these Terms at any time. The revision date at the top shows the last update. Continued use after changes means you accept the new Terms.

Contact

  • Questions about these Terms can be sent via the website Contact page.

By using our website or buying our goods/services you confirm you have read and agree to these Terms.