Cancellation Policy

Hawaii Spa understands that plans change. This Cancellation Policy outlines the conditions under which sessions may be cancelled, rescheduled or terminated, and the applicable fees in each case.

1. Cancellation by Client

  • More than 60 minutes before session: Free cancellation. No fee applies. Contact us via WhatsApp or Telegram to cancel.
  • 30 to 60 minutes before session: 50% cancellation fee applies. This covers the therapist’s travel time and opportunity cost of the confirmed booking slot.
  • Less than 30 minutes before session or no-show: 100% session fee applies. Therapists who have already departed for your location or arrived at your address will be compensated for the full session.

2. Rescheduling

Sessions may be rescheduled free of charge with more than 60 minutes notice. Rescheduling requests made within 60 minutes of the confirmed session time are subject to the same fee structure as cancellations, as therapist assignment and travel have already been arranged.

3. Late Client

If you are not available at your confirmed location at the agreed session time, your therapist will wait for up to 15 minutes. If the client cannot be reached or is unavailable after 15 minutes, the session will be treated as a no-show and the full session fee applies.

4. Session Termination by Client

If you choose to end a session early for any reason other than therapist misconduct, the full session fee for the booked duration applies. Partial sessions are billed at the full booked rate.

5. Session Termination by Therapist

If a therapist terminates a session due to client misconduct, violation of our Terms of Service or any behaviour that compromises the therapist’s safety or professional comfort, the full session fee applies and no refund will be issued. Repeated incidents may result in permanent suspension of service access.

6. Cancellation by Hawaii Spa

In the rare event that Hawaii Spa must cancel a confirmed booking due to therapist unavailability, illness or circumstances beyond our control, we will notify you as early as possible and offer either a full reschedule at your preferred time or a complete waiver of any applicable fees. Hawaii Spa does not charge cancellation fees for client-initiated cancellations due to Hawaii Spa-initiated cancellation of a previous booking.

7. How to Cancel

All cancellations and rescheduling requests must be communicated via WhatsApp or Telegram to ensure a timestamped record. Verbal cancellations by phone are accepted but may be subject to verification. We respond to all cancellation requests immediately during operating hours.

Last Updated: May 2026