frequently asked questions

cancellation policy
Appointments may be rescheduled or cancelled free of charge with at least 24 hours notice.
Cancellations made within 24 hours of the appointment time will incur a fee equal to 50% of the scheduled service.
Failure to attend an appointment without notice ("no-show") will incur a fee equal to 100% of the scheduled service.
late arrivals
Please arrive 15 minutes before your appointment. 
Late arrivals may result in a shortened treatment time to avoid impacting subsequent appointments. The full treatment fee will still apply.
refund policy
Returns on items will only be accepted within 7 days of receipt and must be in its original condition.
All membership packages and gift cards are non-refundable. Any unclaimed credit will be forfeited upon expiry.
Membership packages and gift cards may not be exchanged for cash, refunded for unused treatments or transferred to another person unless stated otherwise.
what is a head spa?
A head spa is a luxurious scalp and hair treatment that combines deep cleansing and exfoliation together with nourishing therapies and soothing massage. At Mori, we blend personalised scalp care with relaxing massage to promote scalp wellness and relaxation.
how is mori different from a traditional head spa?
At Mori, every treatment begins with a personalised consultation where you can tell us if you have any concerns. We will then have a closer look with a professional scalp analyser to better understand and address your concerns and tailor treatments to your needs. 

do i need to have hair concerns to visit?
Not at all. Whether you're seeking deep relaxation, looking to maintain a healthy scalp or addressing specific concerns, our treatments are designed for everyone
can I have a head spa treatment if I have hair extensions?
Unfortunately, our head spa treatments are not suitable for clients with hair extensions. We recommend booking your treatment once your extensions have been removed to ensure a thorough scalp cleanse and the best possible experience.
can a head spa help with hair loss?
As a trichologist-led head spa, Mori takes a holistic approach to scalp and hair health. Through personalised consultations, advanced scalp analysis and targeted treatments, we aim to identify contributing factors, address scalp concerns and support a healthier environment for hair growth.

While results vary depending on the cause of hair loss, we can provide tailored scalp care, lifestyle guidance and home-care recommendations, with referrals to medical professionals where appropriate.
can I have a head spa treatment while pregnant?
Many elements of our treatments may be suitable during pregnancy. Please inform us when booking so we can review the products, equipment and massage techniques used and make appropriate adjustments.