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 Rescheduling, Cancellation  and Refund Policy

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At Jivana Thai Spa, we are committed to providing exceptional Thai massage and wellness experiences in a serene environment. To protect our therapists’ time and ensure fairness for all clients, we have the following clear policy.

 

1. Bookings

  • All appointments must be booked in advance through our website, phone, or in person.

  • A booking is only confirmed once payment (or deposit) has been received.

  • We recommend arriving 10–15 minutes early to complete any necessary forms and prepare for your treatment

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2. Cancellation & Rescheduling Policy

 

  • We kindly request at least 24 hours’ notice for cancellations or rescheduling.

  • More than 24 hours before appointment: Full refund or free reschedule (100% refund or no charge)  

  • Less than 24 hours before appointment: Charged cancellation fee (50% of treatment value)  

  • Same day cancellation: Charged cancellation fee (100% of treatment value)  

  • No-show (did not arrive): Full charge (100% of treatment value)

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Rescheduling
You may reschedule your appointment once free of charge with at least 24 hours’ notice (subject to availability). Additional reschedules may incur a fee.

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3. Refunds

  • Refunds are only issued for cancellations made with more than 24 hours’ notice.

  • Approved refunds will be processed back to the original payment method via Paystack within 5–7 business days.

  • Services that have already been performed are non-refundable.

  • We do not offer refunds for change of mind after the treatment has started.

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4. Gift Vouchers & Treatment Packages

  • Gift vouchers and prepaid packages are non-refundable.

  • They are valid for 12 months from the date of purchase.

  • Vouchers are transferable but cannot be exchanged for cash.

  • Unused portions of packages may be used toward other services (subject to availability).

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5. Late Arrivals

  • If you arrive more than 15 minutes late, we may need to shorten or cancel your treatment to accommodate the next client.

  • You will still be charged the full treatment price.

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6. Health & Safety

  • Please inform us of any medical conditions, injuries, pregnancy, or allergies before your treatment.

  • We reserve the right to refuse service if we believe it may be unsafe for the client or therapist.

  • In such cases, a full refund or reschedule will be offered.

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7. Force MajeureIn the unlikely event that we must cancel your appointment due to circumstances beyond our control (e.g. power outage, therapist illness, or natural disaster), you will receive a full refund or a complimentary reschedule at a mutually convenient time.8. Disputes & ComplaintsWe value your feedback and aim to resolve any concerns quickly and fairly.
If you are unhappy with your experience, please contact us within 7 days of your appointment:

  • Email: info@jivanaspa.life

  • Phone/WhatsApp: +27 63 275 6801

  • Address: 98 Churchill Ave, Wendywood, Sandton, 2148

We will do our best to make things right.9. Changes to This PolicyJivana Thai Spa reserves the right to update this policy at any time. The latest version will always be available on our website. Continued use of our services constitutes acceptance of the current policy.

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