BOOKING CANCELLATION POLICY

1. Registration and confirmation of an appointment:

After booking a massage appointment, the client receives a confirmation by phone call (day before the reservation), SMS (on the day of the reservation) and/or e-mail (when booking online on the same day and if there is an e-mail in his profile).

2. Cancellation or change of time:

  • Cancellation of an appointment 24 hours before the procedure: without any fees.
  • Cancellation less than 24 hours before the procedure: Thai Spa reserves the right to impose a fee of 50% of the service price, in order to compensate for the time lost and the inability to offer the appointment to another client.
  • No-show without warning: If the client does not show up without prior notice, 100% of the value of the agreed procedure is paid.

3. Delay:

If the client is more than 10 minutes late for the appointed time, Thai Spa reserves the right to shorten the duration of the procedure in order not to disrupt the schedule of other clients. The full value of the service remains due.

4. Overwriting a class:

  • Customers can reschedule their appointment for free once if they do so at least 24 hours before the scheduled time. After that, each additional overwriting will be charged at the rate of BGN 10.
  • If rebooking less than 24 hours before the procedure, the fee is 10% of the value of the service, except in case of health reasons with a medical certificate.

5. Cancellation for medical reasons:

Upon providing a medical certificate or proof of a health condition that does not allow the procedure to be performed, the cancellation fee will be waived, regardless of the notice period.

6. Right of withdrawal by Thai Spa:

Thai Spa reserves the right to cancel appointments in exceptional circumstances (eg technical problems, emergencies or unforeseen circumstances) and the client will be notified in due time and offered a new appointment or a full refund for prepaid services.

7. Prepaid Services Policy:

  • If the client has pre-paid for his massage session and cancels the procedure at least 24 hours before the scheduled time, the amount will be fully refunded. Can also be used for future booking.
  • If the cancellation is made less than 24 hours before the agreed time, the client can choose between a partial refund (50% of the cost of the procedure) or rebooking the appointment at no additional charge.
  • In case of no-show without notice, the prepaid amount will not be refunded.

8. Online cancellation and rebooking:

For the convenience of customers, Thai Spa has an online platform through which customers can cancel or reschedule their appointments easily and quickly.

9. Policy for group bookings (more than 1 person):

  • A prior request and a deposit of 50% of the cost of the procedures are required. If the group reservation is canceled at least 24 hours before the scheduled time, the deposit will be refunded.
  • If canceled less than 24 hours before the start time, the deposit will not be refunded except in force majeure circumstances (eg health reasons with medical certificate).

10. Late Hours Policy:

For procedures booked in the last hours of the working day, delays should be avoided. Being more than 10 minutes late for these hours may result in cancellation of the procedure, with no refund, to ensure the work day is completed on time.

11. Communication and Reminder:

Thai Spa makes phone calls and sends reminder messages via SMS or e-mail before the scheduled procedure. This is to give customers enough time to cancel or reschedule their appointment if necessary.

12. Extraordinary circumstances:

Thai Spa understands that extraordinary circumstances such as accidents or unforeseen situations may occur. In such cases, the customer must notify as soon as possible and Thai Spa will be flexible in offering free rescheduling or refunds.

13. Responsibility for the data provided:

Customers are responsible for the accuracy of the personal data provided (phone, email, etc.) in order to receive booking notifications and reminders. Thai Spa is not responsible for messages not received due to inaccurate information.

14. Debt Repayment Policy:

In case of no-show at the appointed time, the customer owes an amount to Thai Spa, which must be repaid within 30 days. If the debt is not repaid within the specified period, Thai Spa reserves the right to take additional measures, including, but not limited to, refusal to perform future services until the debt is repaid.

15. No-Show System:

Thai Spa has a system to track customers who often do not show up. Those who have more than 3 no-shows will be informed of the new terms of the cancellation policy, including stricter rules.

16. Compliance with Legislation:

This policy complies with the requirements of Bulgarian legislation, including the Consumer Protection Act and the Obligations and Contracts Act. Customers are entitled to fair and transparent treatment, and Thai Spa strives to provide the best service while protecting its interests.