Cancellation Policy

Last updated: January 31, 2026

Quick Summary

• 24+ hours notice: Full refund or free rescheduling
• 12-24 hours notice: 50% cancellation fee
• Less than 12 hours: 100% cancellation fee
• No-show: Full charge, no refund

1. Cancellation Timeframes

1.1 Standard Cancellations

1.2 No-Show Policy

If you fail to arrive for your scheduled appointment without prior notification, you will be charged the full service price. No refunds or credits will be issued for no-shows.

1.3 Late Arrival Policy

If you arrive late for your appointment, we will make every effort to provide the full service time. However, if your late arrival impacts the next appointment, your treatment time may be shortened accordingly. The full service price will still apply.

2. How to Cancel or Reschedule

2.1 Cancellation Methods

You can cancel or reschedule your appointment using any of the following methods:

• Phone: Call us at +62 812-3456-789
• WhatsApp: Send a message to +62 812-3456-789
• Email: info@vanessabalimassage.com
• Online: Use the cancellation link in your confirmation email
• In Person: Visit our reception desk

2.2 Confirmation of Cancellation

We will send you a confirmation of your cancellation via WhatsApp or email. Please keep this confirmation for your records. If you do not receive a confirmation within 2 hours, please contact us to ensure your cancellation was processed.

3. Refund Process

3.1 Refund Timeline

• Cash payments: Refunds processed immediately or as store credit
• Card payments: Refunds processed within 5-7 business days
• Online payments: Refunds processed within 3-5 business days
• Gift certificates: Refunds issued as new gift certificates

3.2 Refund Method

Refunds will be issued using the same payment method as the original transaction, unless otherwise requested and approved by management.

4. Special Circumstances

4.1 Medical Emergencies

In case of genuine medical emergencies, we may waive cancellation fees with appropriate documentation (doctor’s note, hospital records, etc.). Please contact us as soon as possible to discuss your situation.

4.2 Extreme Weather Conditions

If extreme weather conditions or natural disasters prevent you from attending your appointment, please contact us. We will work with you to reschedule without penalty, subject to availability.

4.3 COVID-19 Related Cancellations

If you need to cancel due to COVID-19 symptoms, exposure, or quarantine requirements, please inform us immediately. We will waive cancellation fees and help you reschedule when it’s safe to do so.

5. Group and Package Bookings

5.1 Group Bookings (3+ people)

• 72 hours notice required for full refund
• 48-72 hours notice: 25% cancellation fee
• 24-48 hours notice: 50% cancellation fee
• Less than 24 hours: 100% cancellation fee

5.2 Package Deals and Gift Certificates

Package deals and gift certificates have specific cancellation terms. Please refer to the terms and conditions provided at the time of purchase or contact us for details.

6. Rescheduling Policy

6.1 Rescheduling Timeframes

The same cancellation timeframes apply to rescheduling requests. Rescheduling with less than 24 hours notice may incur a rescheduling fee equivalent to the cancellation fee.

6.2 Rescheduling Limits

You may reschedule your appointment up to 3 times without penalty. Additional rescheduling requests may be subject to a small administrative fee.

7. No-Show Prevention

7.1 Reminder System

We send appointment reminders via WhatsApp 24 hours before your scheduled appointment. Please ensure your contact information is up to date to receive these important reminders.

7.2 Confirmation Required

For new clients and first-time appointments, we may require confirmation 24 hours in advance to hold your reservation.

8. Exceptions and Discretion

Vanessa Bali Massage reserves the right to make exceptions to this policy on a case-by-case basis. Management decisions regarding cancellations and refunds are final.

9. Policy Changes

We reserve the right to modify this cancellation policy at any time. Changes will be effective immediately upon posting on our website. Existing bookings will be subject to the policy in effect at the time of booking.

10. Contact Information

For questions about our cancellation policy or to request an exception, please contact us: