FAQ

Find out more about City Haven Massage Therapy Frequently Asked Questions

For all Mont Albert or Parkville clinic bookings you can choose to book on-line for immediate availability or phone us directly.

For all mobile massage bookings, please call 0431 937 198 to check our availability and to make an appointment.

It’s easy to organise for a City Haven Massage therapist to visit your office.  Contact us via email at info@cityhavenmassage.com.au with details of how many staff require a massage, the day you would like us to visit and how long you wish us to stay.  We will happily email you a quote and information about our availability.  You can also call us on 0431 937 198 for further information.

Gift vouchers are available for all of our services.  You can purchase a gift voucher on-line and conveniently print your voucher at home or call us on 0431 937 198 to organise for a voucher to be sent directly to you or the recipient.  Gift Vouchers make a fantastic gift especially for people who have limited time to think of themselves.  There is no better way to reward a person you love!

All our beautiful gift vouchers are valid for 6 months from the date of purchase.

We advise all new clients to arrive 10mins prior to the commencement of their treatment so that they have time to complete a new client form.  This form details all of your medical history and relevant information so that we can tailor-make a massage to your specific requirements.

When you have a massage with us you’ll be asked to keep your underwear on and we professionally drape our clients in towels only exposing the body part we are working on at any time.  We are trained to respect the modesty of our clients and ourselves.  We are extremely professional and you will always be made to feel comfortable.  All of our therapists will leave the room to allow you to undress/get dressed.

Yes – we empower our clients to talk to us during their massage if anything needs to be changed or if they aren’t comfortable.  We can adjust the massage to suit your needs.  The client form that you complete at the start is also a good place to tell us if you have any special requirements.

City Haven Massage Therapy accepts cash, cheque, VISA and MASTERCARD. EFTPOS is available for clinic visits only.

Contact us straight away (even if it is the day of your appointment) as we may be able to rebook another customer.  Cancellations advised 24 hours prior to your booked time are not charged.  Cancellations within 24hours are subject to a 50% cancellation fee.  We appreciate your support of our policy when making bookings.
Clinic bookings can be cancelled on-line.  If you have cancelled a booking on-line you need to ensure that you have received a cancellation email.  If in any doubt, please call us on 0431 937 198.

Make an enquiry with us first.  If we are available to visit the nursing home where your Dad is living, we will send out some documentation so that we can find out about his current medical condition and health.  We’ll also need his GP approval to commence the massage service.  This is to ensure there are no contraindications for him to receive a massage.  This safeguards your Dad and us.

Yes, free parking is available at all of our clinics.

Our Remedial therapists are registered with all the major health funds. Mobile clients can claim their health fund rebate directly with their fund after they pay in full for their massage. 

Our Mont Albert  and Mercy Place Parkville clients can claim on-the-spot rebates if they are a member of a participating fund, otherwise they too can claim directly with their provider.

If you are not satisfied with our service, please contact us. We take complaints seriously and aim to resolve them quickly and fairly.
If you remain dissatisfied with our response, you may contact the Health Complaints Commissioner (HCC). The HCC responds to complaints about health services and the handling of health information in Victoria. Their service is free, confidential and impartial. To lodge a complaint with the HCC:
Fill out a complaint form online at hcc.vic.gov.au or
Phone 1300 582 113 between 9am and 5pm, Monday to Friday to discuss your complaint.