BOOKING POLICY:
We kindly request that you use our website to request a particular appointment or package rather than for scheduled booking times. Upon receiving your order, we will ensure that the credit to the value of your purchase is applied to your client record. We can only confirm availability once your requested time slot is available. If we cannot accommodate your requested date and time, we will try to find an alternative that suits you. We appreciate your understanding and cooperation and look forward to providing you the best possible service.
Please note that we require an SMS confirmation to consider your appointment booking as confirmed. We cannot guarantee your appointment if you do not receive an SMS notification. Therefore, we will not entertain any negotiations.
REFUND POLICY:
Please be advised that a written email confirmation is required to initiate a refund. Upon receipt and approval of said confirmation, the refund will be processed within a timeframe of 7 to 14 business days. We appreciate your patience and cooperation in this matter.
i) GIFT VOUCHER:
Please note that you are eligible for a full refund of your online booking if you request it at least 24 hours before your appointment. However, if we do not receive a cancellation notice 24 hours before the appointment, we cannot issue any refund or reissue the gift certificate. Refunds for gift certificates are only possible if the recipient has not scheduled an appointment. We cannot issue any refund if we do not receive the notice.
ii) MEMBERSHIP REFUND:
Please note that any remaining balance in your account after the expiry date will become null and void unless you activate the ‘rollover’ clause. Renewing your Membership and activating the ‘rollover’ clause allows you to carry forward any remaining funds from the previous term. Still, you must make a full renewal payment within 2 weeks of expiry. You may request your balance/treatment history at any time. While you can share your account balance with anyone, you must inform us of the client’s details before they schedule an appointment. If a refund is requested midway through a membership package, we will issue a 50% refund of the remaining balance. The refund calculation will be based on any treatments received at full price. You may freeze your membership for up to 2 months by informing us of your non-attendance and expected return date.
iii)COURSE REFUND:
Refunds will not be processed for any course purchases or promotional offers. However, in exceptional circumstances, such as those deemed appropriate by the management, refunds may be granted as gift vouchers. Please note that no monetary refunds for courses or special promotions will be provided. We appreciate your understanding and strive to give you the best possible service.
ZERO TOLERANCE POLICY:
Our organization places great importance on the welfare of our staff and premises. Our firm policy is that any act of physical, verbal, or emotional abuse will not be tolerated. Any individual found engaging in such behavior will be promptly prohibited from accessing any of our locations. Furthermore, any courses or memberships held by the individual in question will be deemed null and void. We believe this measure is necessary to ensure the safety and well-being of our staff and all those interacting with our organization.
LATE POLICY:
If you arrive late for your appointment, we will do our best to accommodate you for the entire service, but we cannot guarantee that it will be possible. We may have to abbreviate your service time to avoid inconvenience for other customers. Please note that the service appointments are charged at total value, so any last-minute changes to the schedule will be honored only if a later time slot is available. We will not inconvenience other customers in the process.
CANCELLATION & NO SHOW:
To cancel an appointment and receive a full refund, please give us at least 24 hours’ notice. NO refunds for any gift voucher, course, or memberships for no-shows or cancellations without sufficient notice. Last-minute appointment changes will be accommodated if possible, but it depends on the availability of our services and whether it would inconvenience other customers.
AGE REQUIREMENT:
Massages have no age limit, but an adult must accompany children and disabled persons.
QUIET ENVIRONMENT:
As a courtesy to other customers, please maintain a quiet level of conversation. Mobile phones must be turned silent when entering our premises.
GIFT CERTIFICATES:
We offer gift certificates for massage treatments, which cannot be redeemed if lost or stolen. Please note that the gift certificates only apply to massage treatments and cannot be used to purchase retail products. The gift certificates are also valid for six months from the purchase date. If the gift certificate is not used or canceled without notice, it will be forfeited and cannot be used for future bookings.
PRICES MAY CHANGES:
We aim to offer you the finest treatments and services. However, please be aware that prices and services may change without notice, despite our efforts to keep our website and spa menu current. We value your business but reserve the right to decline service to anyone for any reason.
VISITORS:
We cannot accommodate visitors accompanying customers in our treatment rooms unless they attend to a child. All non-customers must quietly remain in the waiting area.
CUSTOMERS’ RIGHT TO KNOW:
Our top priority is to meet and exceed the needs of our customers. We strongly believe in guiding our customers towards the products and treatments that are best suited for them to provide the best possible service. Our right-to-know policy guarantees that every customer is advised on the most appropriate products and techniques to maximize the benefits of their service.
THERAPISTS CHANGE:
While we cannot guarantee a specific therapist, we will do our best to accommodate your requests. Rest assured, our therapists are trained in treatment and discretion protocols to ensure your comfort.
