Ibah Day Spa & Beauty Studio

I booked the $320 Deluxe Harmony package and took a day off work, planning for a relaxing experience, but was left really disappointed. About 20 minutes in, I noticed the therapist might be unwell. She was constantly sniffling, blowing her nose, and then massaging me again without sanitising her hands. It took me about 40 minutes to work up to raising the issue, and when I asked if she was okay, her explanation shifted from “my hair got wet in the rain” to “it’s the steam/scents in the room.” The inconsistent excuses and concerns around unhygienic practices made me too uncomfortable to continue, so I stopped the treatment before the facial. I explained that I have an immunocompromised friend and didn’t want to risk exposure if she was unwell. I tried to handle it with kindness, I understood if she was sick, but I wasn’t comfortable continuing. When I raised this with the manager after I wrapped up early she told me they don't do refunds in any circumstances. I left after she said she’d follow up with the owner in this case, but that call never came. Instead, I had to chase them multiple times before finally getting an email that just insisted the therapist wasn’t sick. This did nothing to address the hygiene issue. Despite leaving after only an hour of a 2.5-hour package, I was refused a refund and offered only a credit. Under Australian Consumer Law, “no refund” policies don’t apply when services aren’t delivered with acceptable care and skill. Refusing a refund in this situation is, in my view, unlawful. I also noticed they give incentives for reviews, which makes me question how genuine their ratings are. There are many local businesses that genuinely value their customers - I'd recommend supporting them instead.

I booked the $320 Deluxe Harmony package and took a day off work, planning for a relaxing experience, but was left really disappointed. About 20 minutes in, I noticed the therapist might be unwell. She was constantly sniffling, blowing her nose, and then massaging me again without sanitising her hands. It took me about 40 minutes to work up to raising the issue, and when I asked if she was okay, her explanation shifted from “my hair got wet in the rain” to “it’s the steam/scents in the room.” The inconsistent excuses and concerns around unhygienic practices made me too uncomfortable to continue, so I stopped the treatment before the facial. I explained that I have an immunocompromised friend and didn’t want to risk exposure if she was unwell. I tried to handle it with kindness, I understood if she was sick, but I wasn’t comfortable continuing. When I raised this with the manager after I wrapped up early she told me they don't do refunds in any circumstances. I left after she said she’d follow up with the owner in this case, but that call never came. Instead, I had to chase them multiple times before finally getting an email that just insisted the therapist wasn’t sick. This did nothing to address the hygiene issue. Despite leaving after only an hour of a 2.5-hour package, I was refused a refund and offered only a credit. Under Australian Consumer Law, “no refund” policies don’t apply when services aren’t delivered with acceptable care and skill. Refusing a refund in this situation is, in my view, unlawful. I also noticed they give incentives for reviews, which makes me question how genuine their ratings are. There are many local businesses that genuinely value their customers - I'd recommend supporting them instead.