At Sayang Sayang Spa, we strive to provide every guest with a relaxing and enjoyable experience. We understand that plans may change, and our Refund & Cancellation Policy is designed to be fair to both our guests and our therapists.
1. Appointment Cancellation
- Cancellations made 24 hours or more before the scheduled appointment are free of charge.
- Cancellations made less than 24 hours before the appointment may result in the forfeiture of any deposit paid.
- If full payment has been made, refunds for late cancellations are at the discretion of management.
2. Rescheduling
- Guests may reschedule their appointment at least 24 hours before the scheduled treatment without any additional charge.
- Rescheduling requests made within 24 hours are subject to therapist availability and management approval.
- Only one complimentary reschedule is permitted per booking. Additional changes may incur administrative charges.
3. No-Show Policy
A booking will be considered a No-Show if:
- The guest does not arrive for the appointment.
- The guest arrives too late for the treatment to be reasonably performed.
- The guest fails to notify the spa of their absence.
For No-Show appointments:
- Deposits are non-refundable.
- Fully paid appointments are non-refundable.
- Promotional packages or vouchers used for the booking will be considered redeemed.
4. Late Arrival
- Please arrive 10–15 minutes before your appointment.
- Guests arriving late may receive a shortened treatment to avoid delaying subsequent appointments.
- The full treatment price remains payable regardless of the shortened treatment duration.
5. Refund Eligibility
Refunds may only be granted under the following circumstances:
- Sayang Sayang Spa is unable to provide the booked treatment.
- A booking is cancelled by Sayang Sayang Spa and no suitable alternative appointment can be offered.
- Duplicate or accidental payments are verified.
- Payment processing errors that result in overcharging.
Approved refunds will be processed using the original payment method where possible.
6. Non-Refundable Services
The following are non-refundable:
- Completed treatments.
- Gift vouchers.
- Promotional packages.
- Discounted treatments.
- Membership fees.
- Deposits for No-Show appointments.
- Treatments terminated due to inappropriate guest behaviour.
7. Therapist Changes
While every effort is made to accommodate therapist preferences, Sayang Sayang Spa reserves the right to assign another qualified therapist if necessary. A change of therapist does not qualify for a refund.
8. Medical Conditions
Guests are responsible for informing our therapists of any medical conditions, allergies, injuries, or pregnancy before treatment.
Refunds will not be provided if:
- A treatment cannot proceed because relevant medical information was not disclosed.
- The guest chooses to discontinue treatment after it has commenced due to an undisclosed condition.
9. Treatment Satisfaction
If you are dissatisfied with your treatment, please inform our reception team before leaving the spa. We will make every reasonable effort to resolve your concerns, which may include:
- A treatment adjustment during the appointment.
- A partial complimentary touch-up, where appropriate.
- Another suitable resolution at management’s discretion.
Refunds will not normally be issued solely because treatment outcomes or personal preferences differ from expectations.
10. Force Majeure
Sayang Sayang Spa shall not be liable for cancellations or delays caused by circumstances beyond our reasonable control, including but not limited to:
- Natural disasters
- Severe weather conditions
- Government restrictions
- Power outages
- Public health emergencies
- Transportation disruptions
In such cases, appointments will be rescheduled whenever reasonably possible.
11. Processing Refunds
Where a refund is approved:
- Refunds are processed to the original payment method whenever possible.
- Processing times may vary depending on the payment provider or bank.
- Any transaction fees charged by third-party payment providers may be deducted where permitted by applicable law.
12. Right to Refuse Service
Sayang Sayang Spa reserves the right to refuse or discontinue service without refund if a guest:
- Behaves aggressively or abusively.
- Harasses staff or other guests.
- Requests illegal, inappropriate, or sexual services.
- Appears intoxicated or under the influence of drugs or alcohol.
- Refuses to follow spa policies or safety instructions.
Contact Us
If you have any questions regarding this Refund & Cancellation Policy, please contact us through our official website, WhatsApp, or visit our reception.
Thank you for choosing Sayang Sayang Spa. We appreciate your understanding and look forward to providing you with a relaxing and memorable spa experience.
