Terms & Conditions

BookRelax – Terms of Use (Online Booking & Gift Voucher Services)

These Terms of Use (“Terms”) constitute a binding legal agreement between Sunflower Software Pty Ltd (ACN 600 994 803) trading as BookRelax (“BookRelax”, “we”, “our”, or “us”) and any individual or entity (“User”, “you”, or “your”) who accesses or uses the BookRelax online platform, website, or mobile application (collectively, the “Platform”).

By accessing or using the Platform, you acknowledge that you have read, understood, and agree to be bound by these Terms. If you do not agree, you must not use the Platform.

1. Definitions

1.1 “Provider” means a business or individual who offers massage, beauty, wellness, or related services using the Platform.
1.2 “Customer” means a person who books or purchases services or gift vouchers through the Platform.
1.3 “Consumer” means the end recipient of services purchased or booked through the Platform.
1.4 “Service” means any service offered by a Provider through the Platform.
1.5 “Gift Voucher” means an electronic or digital voucher purchased via the Platform and redeemable for Services offered by participating Providers.
1.6 “Booking” means any confirmed reservation for a Service made through the Platform.
1.7 “Payment Gateway” means the payment processing service used by BookRelax to collect and process payments made through the Platform. Payments are currently processed by Stripe Payments Australia Pty Ltd (ACN 160 180 343) (“Stripe”) and may also be subject to Stripe’s own terms and privacy policy. BookRelax may change or replace its payment processor at any time without notice.

2. Role of BookRelax

2.1 BookRelax provides an online technology platform that enables Providers to list, promote, and manage their Services, and allows Customers to search for, book, or purchase such Services electronically.
2.2 BookRelax is not a provider, seller, agent, or representative of the Services offered by Providers. BookRelax does not employ Providers and does not guarantee or endorse any Service offered by Providers.
2.3 BookRelax operates the Platform as an independent technology provider. BookRelax collects payments for Bookings and Gift Vouchers in its own name and, where applicable, remits settlement amounts to Providers for Services that have been completed or Gift Vouchers that have been redeemed, in accordance with these Terms.

3. Users and Accounts

3.1 To access and use the Platform, Users must create an account and provide accurate, complete, and current information at all times. Each account is personal to the User and may not be transferred, assigned, or shared.
3.2 Users are responsible for maintaining the confidentiality of their login credentials and for all activity conducted through their account. Users must notify BookRelax immediately of any unauthorised access, misuse, or security breach.
3.3 Users must not create multiple accounts, impersonate another person or business, or register accounts using false or misleading information. BookRelax may suspend or terminate duplicate or fraudulent accounts at its discretion.
3.4 Account Suspension and Misuse. BookRelax may suspend, restrict, or terminate any account without prior notice if it reasonably believes that:
(a) the account has been compromised, used for unlawful, fraudulent, or abusive purposes, or linked to suspicious transactions;
(b) the User has breached these Terms or applicable laws; or
(c) suspension is necessary to protect the integrity, security, or reputation of the Platform or other Users.
3.5 Users remain responsible for any content, communications, or transactions made through their account prior to suspension or termination.

4. Service Availability

4.1 The Platform may be unavailable from time to time, including for scheduled maintenance, upgrades, or unexpected technical reasons.
4.2 BookRelax reserves the right to modify, suspend, or withdraw the Platform, in whole or in part, at any time without liability. Where reasonably practicable, BookRelax will give notice of significant changes or interruptions.
4.3 BookRelax does not guarantee uninterrupted or error-free access and is not liable for any unavailability due to maintenance, system upgrades, or external failures.

5. Provider Obligations

5.1 Providers are solely responsible for the accuracy and completeness of their listings, including service descriptions, prices, duration, and any applicable conditions.
5.2 Providers must comply with all applicable laws, regulations, industry codes, and professional standards relevant to their Services, including those relating to health, safety, advertising, licensing, and privacy.
5.3 Providers are responsible for the conduct of their personnel, contractors, and subcontractors engaged in providing the Services.
5.4 Providers must not post misleading, deceptive, or inaccurate information, nor engage in conduct likely to harm BookRelax, its reputation, or its relationships with Customers, Consumers, or other Providers.
5.5 Providers are solely responsible for the quality, performance, suitability, and delivery of their Services, and for resolving any complaints, issues, or disputes with Customers or Consumers. BookRelax accepts no responsibility or liability for any act, omission, or default by a Provider, or for the standard, safety, or outcome of any Service provided through the Platform.
5.6 Providers acknowledge that BookRelax collects and holds all payments from Customers for Bookings and Gift Vouchers and will settle funds to Providers in accordance with Clause 6 (Payment Handling and Fees). Providers are not entitled to receive any payment until the corresponding Service has been completed or the Gift Voucher redeemed.
5.7 Funds received from the sale of Gift Vouchers remain the property of the purchasing Customer until redemption or expiry. BookRelax will reimburse the applicable Provider for the value of redeemed Gift Vouchers, less the relevant Service Fee. Expired or unredeemed Gift Voucher balances become the sole property and income of BookRelax.
5.8 Once payment for a Booking or Gift Voucher has been settled to a Provider, the Provider will not ordinarily be liable for any subsequent chargeback or refund dispute unless the dispute arises from the Provider’s error, misconduct, or breach of these Terms. However, where BookRelax reasonably suspects that a transaction, Booking, or Gift Voucher redemption may involve fraud, unauthorised payment, or misuse of the Platform (whether or not the Provider is directly responsible), BookRelax may withhold, reverse, or recover the relevant payment pending investigation. If a chargeback or financial loss results, BookRelax may deduct or offset the disputed amount or related costs from any current or future settlements payable to the Provider.
5.9 Confidentiality and Non-Disclosure. Providers must comply with Clause 14 (Confidentiality and Restrictions on Disclosure) and must not disclose, display, demonstrate, or otherwise provide any access to the Platform, its functions, or interfaces to any third party, including any competitor of BookRelax, without BookRelax’s prior written consent. Any breach of this obligation constitutes a material breach of these Terms.

6. Payment Handling and Fees

6.1 All payments made by Customers for Bookings or Gift Vouchers are processed by BookRelax through its Payment Gateway.
6.2 BookRelax collects and holds all payments in its own name and manages settlement to Providers in accordance with these Terms.
6.3 BookRelax charges Providers a Service Fee of 2.2% of the transaction amount for each completed Service or redeemed Gift Voucher.
6.4 Payouts to Providers are calculated weekly (Monday to Sunday) and transferred to the Provider’s nominated bank account, net of applicable Service Fees and authorised deductions.
6.5 BookRelax may deduct from any payout amounts relating to:
(a) refunds issued to Customers;
(b) chargebacks, disputes, or fraudulent transactions;
(c) unpaid fees or taxes owed by the Provider; or
(d) administrative or recovery costs associated with the above.
6.6 BookRelax reserves the right to amend its Service Fees upon notice published on the Platform.

7. Gift Vouchers

7.1 Funds received from the sale of Gift Vouchers remain the property of the Customer until the corresponding voucher is redeemed or expires.
7.2 BookRelax will reimburse the applicable Provider for the value of redeemed Gift Vouchers, less the 2.2% Service Fee.
7.3 Expired Gift Vouchers (unused beyond the stated expiry date) are deemed forfeited, and the unredeemed balance becomes the sole property and income of BookRelax.
7.4 BookRelax is responsible for processing refunds to Customers in accordance with these Terms and applicable laws.
7.5 Providers have no claim over unredeemed or expired Gift Voucher balances.

8. Responsibility and Limitation of BookRelax’s Role

8.1 BookRelax provides the Platform as an online venue only and accepts no responsibility or liability for the quality, performance, suitability, safety, or availability of any Services offered or provided by Providers through the Platform.
8.2 Each Provider is solely responsible for the Services they offer and for satisfying any Booking made through the Platform. All inquiries, issues, complaints, or requests relating to a Service must be directed to the relevant Provider.
8.3 BookRelax does not guarantee that any Service will meet a Customer’s expectations or that any Provider will perform the Service in a particular manner or within a specified timeframe.
8.4 Any disputes between Customers and Providers are to be resolved directly between those parties. BookRelax may, at its discretion, assist in facilitating communication but is not obliged to intervene or determine any outcome.
8.5 Nothing in these Terms creates any employment, agency, partnership, or joint-venture relationship between BookRelax and any Provider.

9. Customers’ Obligations

9.1 When making a Booking or purchasing a Gift Voucher, Customers agree to pay all applicable charges as displayed at checkout, including the Service price, Booking Fees, and any other amounts identified at the time of purchase.
9.2 All prices displayed on the Platform are stated in Australian Dollars (AUD) and include Goods and Services Tax (GST) unless otherwise specified. Prices are subject to change without notice, and all Services and Gift Vouchers are subject to availability.
9.3 All payments for Bookings and Gift Vouchers must be made through the Payment Gateway using a valid credit or debit card bearing the Mastercard, Visa, or American Express symbol. Payment information is processed and stored by the Payment Gateway, not by BookRelax. For information on how your personal data is handled, please refer to our Privacy Policy.
9.4 BookRelax makes no representation or warranty regarding the performance, security, or availability of the Payment Gateway and is not liable for any loss arising from unauthorised access, system failure, or interruption in payment processing.
9.5 Customers are responsible for ensuring the accuracy of all booking details and payment information submitted through the Platform.
9.6 Customers are responsible for their own conduct and for the conduct of any person for whom they make a Booking. Customers must act with integrity, treat others with respect, and comply with all applicable laws.
9.7 BookRelax provides Customers with the option to request a specific therapist or staff member; however, fulfilment of such requests is subject to availability.
9.8 BookRelax reserves the right to refuse a Booking at any time from any person reasonably believed to:
(a) not be the person named on the Booking or payment details;
(b) not be authorised to use the payment method provided;
(c) be unable to pay for applicable charges;
(d) exhibit disruptive, fraudulent, or socially unacceptable behaviour; or
(e) be under 18 years of age.

10. Cancellations and Refunds

10.1 Customer-Initiated Cancellations

A Customer may cancel a confirmed Booking through the Platform.
(a) If the cancellation is made more than 24 hours before the scheduled start time of the Service, the Customer will receive a full refund of the Service price paid via the Platform, less any non-refundable Booking Fees.
(b) If the cancellation is made less than 24 hours before the scheduled start time, no refund will be provided.

10.2 Provider-Initiated Cancellations or Rescheduling

Sometimes, due to unforeseen circumstances, a Provider may need to cancel or reschedule a confirmed Booking.
(a) If a Provider reschedules a Booking, the Provider must promptly notify the affected Customer of the new date and time for the Service.
(b) If the Customer cannot attend the rescheduled Service, or if the Provider cancels the Booking outright, the Booking will be deemed cancelled, and BookRelax will refund the Customer the full amount paid for that Booking.
(c) BookRelax may deduct the refunded amount from any future payout due to the Provider or otherwise recover it from the Provider in accordance with these Terms.

10.3 Refund Administration

BookRelax may process and issue refunds directly to Customers at its discretion and adjust subsequent settlements with the relevant Provider accordingly.

10.4 Gift Voucher Refunds

Refunds for Gift Vouchers may only be issued to the original purchasing Customer, provided the refund request is made before the voucher’s expiry date and the voucher has not been redeemed in whole or in part.

11. Disputes and Chargebacks

11.1 BookRelax will manage all payment disputes, refunds, and chargebacks arising from transactions processed through its Payment Gateway.
11.2 Providers must co-operate promptly in providing records or evidence relating to any dispute or investigation.
11.3 BookRelax may deduct or offset disputed amounts, chargeback losses, or associated costs from Provider payouts.

12. Termination

12.1 Termination by Users

Users may terminate this agreement at any time by sending written notice to BookRelax or by deleting their account through the Platform. Termination will take effect when BookRelax confirms closure of the account.

12.2 Termination by BookRelax with Notice

BookRelax may terminate this agreement or a User’s access to the Platform for any reason by giving at least 30 days’ notice by email or using any other contact information provided for the account.

12.3 Immediate Suspension or Termination by BookRelax

BookRelax may suspend or terminate a User’s access to the Platform immediately, without prior notice, if:
(a) the User materially breaches these Terms;
(b) unlawful, fraudulent, or suspicious activity is suspected in relation to any transaction or User account, including where such activity appears directed to or associated with a particular Provider or Customer, and BookRelax considers suspension or termination necessary for security, integrity, or risk-management purposes;
(c) such action is required by law, regulation, or any payment-partner policy;
(d) the User violates applicable laws; or
(e) the account remains inactive for more than 12 months.

12.4 Consequences of Termination or Suspension

Upon termination or suspension of an account:
(a) all pending or confirmed Bookings will be cancelled;
(b) Customers will be refunded in accordance with these Terms; and
(c) no further payouts will be made to Providers except for verified, completed Services.

12.5 Effect of Termination by Users

(a) If a Provider terminates its BookRelax account, all confirmed Bookings will be automatically cancelled and affected Customers will receive a full refund.
(b) If a Customer terminates its account, all confirmed Bookings will also be cancelled, and any refund will be processed in accordance with the applicable cancellation policy for that Booking.
(c) Upon termination of any account for any reason, the User is not entitled to restoration of the account, continued access to the Platform, or retrieval of any content, data, or materials previously submitted or stored.

12.6 Re-registration Restriction

Any person whose account has been suspended or terminated must not place or attempt to place a Booking, or re-register or attempt to re-join the Platform, without BookRelax’s prior written consent, which may be withheld at BookRelax’s absolute discretion.

13. Intellectual Property

13.1 All intellectual property rights in the Platform, including design, software, text, graphics, and trademarks, are owned or licensed by BookRelax.
13.2 Users are granted a limited, non-exclusive, revocable licence to access and use the Platform for its intended purposes only.
13.3 Users must not copy, reproduce, distribute, modify, or create derivative works without prior written consent from BookRelax.

14. Confidentiality and Restrictions on Disclosure

14.1 Users acknowledge that the Platform, including its user interface, features, functionality, design, and underlying software, constitutes confidential and proprietary information of BookRelax.
14.2 Users must not, without BookRelax’s prior written consent:
(a) disclose, display, or otherwise make available any part of the Platform (including screenshots, demonstrations, or access credentials) to any third party, including any competitor of BookRelax;
(b) copy, reproduce, decompile, or attempt to reverse-engineer any part of the Platform; or
(c) use the Platform or any related information for purposes of competitive analysis, benchmarking, or software development.
14.3 BookRelax may immediately suspend or terminate any User account found to have disclosed or shared access to the Platform in breach of this clause, without refund or liability.
14.4 This obligation of confidentiality survives the termination or expiry of these Terms.

15. Data and Privacy

15.1 BookRelax collects, stores, and processes personal information in accordance with its Privacy Policy, available on the Platform.
15.2 Providers are responsible for compliance with applicable data protection laws when handling Customer information obtained through the Platform.

16. Liability and Indemnity

16.1 To the maximum extent permitted by law, BookRelax is not liable for any indirect, consequential, or incidental loss, or for loss of profit, revenue, goodwill, or data, arising from use of the Platform or any Service.
16.2 BookRelax’s total aggregate liability for all claims arising under or in connection with these Terms shall not exceed the total Service Fees paid to BookRelax by the relevant Provider in the preceding three months.
16.3 Providers indemnify BookRelax against all claims, losses, damages, and expenses arising from:
(a) their breach of these Terms;
(b) their negligence or misconduct; or
(c) any third-party claim relating to the Services they provide.

17. Modification of Terms

17.1 BookRelax may review and update these Terms from time to time. The most current version will always be available on the Platform.
17.2 BookRelax is not required to provide prior notice of amendments; however, where practicable, BookRelax will endeavour to provide notice of material changes that may significantly affect Users.
17.3 Your continued use of the Platform after the effective date of any amended Terms constitutes your acceptance of the updated Terms.

18. Third-Party Services

18.1 The Platform may contain links or integrations with third-party services. BookRelax is not responsible for the content, performance, or security of third-party websites or services.

19. Assignment and Business Transfer

19.1 BookRelax may assign, transfer, or novate its rights and obligations under these Terms, including as part of a sale, merger, or transfer of the BookRelax business or its assets, without notice to or consent from any User, Provider, Customer, or Consumer.
19.2 Any such assignee or transferee will assume all rights and obligations of BookRelax under these Terms, and continued use of the Platform constitutes acceptance of that transfer.

20. Governing Law and Jurisdiction

20.1 These Terms are governed by and construed in accordance with the laws of Queensland, Australia.
20.2 Each party irrevocably submits to the exclusive jurisdiction of the courts of Queensland and the courts entitled to hear appeals from them.

21. Severability and Entire Agreement

21.1 If any provision of these Terms is held to be invalid, illegal, or unenforceable in any respect, that provision will be ineffective only to the extent of the invalidity, illegality, or unenforceability, and the remaining provisions will continue in full force and effect.
21.2 These Terms constitute the entire agreement between the parties regarding the use of the Platform and supersede any prior agreements or understandings, whether written or oral.