Terms & Conditions

1. About these terms

These terms apply between you and Zealand Relax Limited (“Zealand Relax”, “we”, “us”), operating the massage sanctuary at 12 Lakeview Terrace, Queenstown 9300, New Zealand, and the website zealandrelax.com. We may update these terms from time to time; the version published on this page at the time of your booking applies to that booking.

2. Bookings

• Bookings can be requested through our website, by email or by phone. A booking is confirmed only once you receive a confirmation from us.
• We may ask for a deposit or card details to secure bookings for rituals of 90 minutes or longer, couples' bookings and group bookings.
• Please arrive 10–15 minutes before your appointment to complete a short health form and settle in.
• Guests under 16 must be booked by, and accompanied by, a parent or guardian.

3. Prices & payment

• All prices are in New Zealand dollars (NZD) and include GST.
• Prices shown on our website may change, but the price confirmed at the time of booking will be honoured.
• Payment is due at the end of your visit unless a prepayment was made. We accept major credit and debit cards, EFTPOS and Zealand Relax gift vouchers.

4. Cancellations, changes & late arrival

We understand plans change. Because each appointment reserves a therapist and a private suite just for you, we ask for:

• 24 hours' notice to cancel or reschedule — free of charge.
• Less than 24 hours' notice — a fee of 50% of the ritual price may apply.
• No-show — the full price of the ritual may be charged.
• Late arrival — your ritual may be shortened so the next guest is not delayed, and the full price will apply.

We will waive these fees in genuine emergencies or illness. If you feel unwell, please stay home and let us know — we will happily rebook you. If we need to cancel or reschedule, we will contact you as early as possible and offer a new time or a full refund of any prepayment.

5. Health & safety

• Please tell us about any medical conditions, injuries, allergies (including to oils or nuts), medication or pregnancy before your treatment. Keeping this information accurate helps us keep you safe.
• Our massage rituals are for relaxation and general wellbeing. They are not medical treatment and do not replace advice from a doctor or registered health professional.
• Our therapists may adapt or decline a treatment if they believe it is not safe for you, for example during the first trimester of pregnancy or with certain conditions. Hot stone rituals may not be suitable for some guests.
• Please let your therapist know at any time if you feel discomfort, or if you would like the pressure changed or the treatment stopped.
• Please do not attend under the influence of alcohol or drugs.

6. Conduct & respect

Zealand Relax provides professional, therapeutic massage only. We have zero tolerance for inappropriate, sexual or abusive behaviour or language towards our team. Any such behaviour will end the treatment immediately, the full price will be charged and we may refuse future bookings. We are a calm space — please keep phones on silent.

7. Gift vouchers

• Gift vouchers are valid for 3 years from the date of purchase, in line with the Fair Trading Act 1986. The expiry date is printed on every voucher.
• Vouchers can be used for any ritual. If a ritual costs more than the voucher value, the difference can be paid on the day.
• Vouchers cannot be exchanged for cash, except where required by law.
• Please treat vouchers like cash. We cannot replace lost or stolen vouchers unless we can verify the purchase.
• Bookings made with a voucher follow the same cancellation terms as other bookings.

8. Personal belongings

We provide secure space for your belongings during your visit, but we recommend leaving valuables at home. To the extent permitted by law, we are not responsible for loss of or damage to personal belongings.

9. The Lounge & gaming machines

• The lounge is available to guests before and after their ritual, and to companions waiting for them.
• Gaming machines are for guests aged 21 and over only. We may ask for photo ID and refuse play to anyone who cannot show it.
• Gaming is offered as light entertainment. Please play only with money you can afford to lose, and set a limit before you start.
• Our team may ask a guest to stop playing, or exclude them from the machines, where we have concerns about their wellbeing. You can also ask us to exclude you at any time.
• Free, confidential support is available from the Gambling Helpline on 0800 654 655 (24/7) or at gamblinghelpline.co.nz.

10. Use of this website

• The content on this website, including text, photographs, logos and design, belongs to Zealand Relax or is used with permission. You may not copy or reuse it for commercial purposes without our written consent.
• We try to keep the information on this website accurate and up to date, but descriptions, availability and prices may change without notice.
• You must not misuse the website, including by attempting to gain unauthorised access, introducing malicious code or submitting false booking requests.
• Our website may contain links to third-party websites (such as Google Maps or social media). We are not responsible for their content or privacy practices.
• Guest reviews reflect the personal experiences of our guests. Individual results may vary.

11. Your consumer rights & liability

Nothing in these terms limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. Our services come with guarantees that cannot be excluded, including that they will be carried out with reasonable care and skill.

To the extent permitted by law, we are not liable for any indirect or consequential loss arising from your use of our services or website, and our total liability for any claim relating to a treatment is limited to the price paid for that treatment. If you are not happy with your experience, please tell us — we would much rather make it right.

12. Governing law

These terms are governed by the laws of New Zealand, and the courts of New Zealand have exclusive jurisdiction over any dispute.

13. Contact us