Frequently Asked Questions

Bookings

One Wybelenna accepts bookings by appointment only. Our Saturday appointments are often booked three months in advance, and often four to five months in advance for group bookings so it’s recommended that you plan ahead. If you have some flexibility, you may like to consider booking a treatment mid-week as these appointments are often available within the month.

Payment

We take credit card details at the time of booking for all our packages and services. Please note that there is a fee for cancellations less than 24 hours prior to your treatment during the week, and 48hrs for Saturday bookings.

For group bookings we take credit card details at the time of booking. Our cancellation policy allows you to reschedule up to 7 days prior to your appointment. For changes less than 7 days prior a cancellation fee will be incurred.

Cancellations or changes

We understand that you may need to change your booking. We require a minimum of 24 hrs notice prior to your bookings for cancellations or changes for weekdays, 48hrs for Saturdays and 7 days for group bookings.

Please call us on (07) 3878 7549 to request your changes. Cancellations or changes made within the cancellation periods stated above will be charged the full amount of the booking.

If you have a group booking please note that our cancellation policy requires at least 7 days’ notice for any cancellations or changes. Changes in treatment times, or cancellations made within 7 days of your booking may incur a charge of the full amount for your booking.

Please note that any absence or arrival more than 15 minutes after your appointment time without notice, will result in forfeiting that appointment. We will charge a cancellation fee for the full amount of your booking or forfeiture of your gift certificate if applicable.

Group Bookings — changes & cancellation policy

Any changes or cancellations to a group booking must be made at least 7 days prior to your booking. Changes or cancellation made within 7 days of your booking will be charged the full amount for your booking.

This includes individuals as part of a group who do not give notice directly to One Wybelenna that they are unable to attend. Word of mouth notification through a member of the group on the day is insufficient and will incur payment of the full cancellation fee.

If you would like to discuss a group booking please phone or email Leanne on (07) 3878 7549 or email rest@onewybelenna.com

Gift Certificates

A 100% charge will apply for any treatments cancelled with less than the aforementioned cancellation periods. The same applies for no-shows and gift certificate bookings.

One Wybelenna gift certificates can be redeemed for treatment or product.

Where the treatment is no longer available, One Wybelenna Reception staff will assist you in the replacement of the treatment with one of the same value.

Gift certificates are transferable between guests with written permission by email to rest@onewybelenna.com.

Treatments are also transferable however please be aware that price differences must be settled on the day prior to your departure.

Gift certificates cannot be redeemed for cash. Please treat your gift certificate with care, as they are not replaceable if lost or stolen. Our gift certificates are not refundable.

For gift cards purchase after 1st of January 2018, your gift certificate is valid for 24 months from date of purchase.

Please note, this is a strict policy and once they have expired your gift certificate will not retain any value.

One Wybelenna reserves the right to change services without notice.

Your gift certificate must be presented upon arrival.

Cancellation within 24 hours of your appointment will result in a cancellation fee being charged to your gift certificate value. If you do not arrive for your appointment we will regard this as a 'no-show' and your gift certificate will be voided.

Haven't received your PDF gift voucher?

Please check your junk mail or spam email folder, sometimes the email cannot be identified and is automatically filtered as junk mail. If your Gift Certificate is not there, please email rest@onewybelenna.com with your order number and will track your order for you. Or call us on (07) 3878 7549.

What is the expiry date on my voucher?

Gift certificates must be redeemed within 24 months of your purchase date. Gift certificates cannot be extended beyond their initial validation period or be replaced if lost or stolen.

Can I upgrade my treatment or can I purchase product with my Gift Certificate?

Yes, if your Gift Certificate is for a dollar value, you may choose to redeem this against product or a treatment of a higher value, the difference is to be paid prior to your departure from the premises. If your Gift Certificate is for a specific treatment and you would like to redeem it against product or a different treatment, please phone us on (07) 3878 7549.

If I have purchased a gift certificate online, how will I receive my certificate?

If you are short on time, gift certificates can be purchased online and a PDF can be sent to your email address or directly to the recipient.

One Wybelenna Gift Certificates are presented in a lovely envelope for you to gift to your loved one.

We also offer the option to collect your Gift Certificate from One Wybelenna. If you collect your Gift Certificate from One Wybelenna Reception we will present it in a beautiful Gift Bag for you. During busy times we would recommend you purchase your Gift Certificate online in advance to avoid wait times – especially around Mothers Day, Christmas and New Year!

I would like to purchase more than one gift certificate? Is this possible online?

Yes, this is possible online, you will need to complete the details for each Gift Certificate separately and add them to your cart. When you are ready to check out, you will be able to pay for all your Gift Certificates in the same transaction.

If you wish to send your Gift Certificates to separate addresses, it will need to be done so in separate transactions.

Do you offer refunds on Gift Certificates if I change my mind?

Gift certificates are non-refundable once purchased and may not be redeemed for cash.

Media & Fundraising Enquiries

For media enquiries please contact spa@onewybelenna.com

If you have a fundraising request please email spa@onewybelenna.com

Please note that One Wybelenna supports numerous local charities & fundraising events in Brookfield and across Brisbane. Whilst we would love to be able to help you all, our resources are limited and we can only commit to a certain number of causes each year.

One Wybelenna is not available for photoshoots due to both our council restrictions and the impact this will have on our guests and their experience at One Wybelenna.