Refund Policy

Hawaii Spa is committed to delivering a professional, high-quality service at every session. This Refund Policy outlines the circumstances under which refunds may be issued and the process for requesting them.

1. General Policy

Because Hawaii Spa services are delivered in person and payment is made after session completion, refund requests are managed on a case-by-case basis with a commitment to fair and transparent resolution. We take every service concern seriously and aim to resolve all issues promptly and professionally.

2. Circumstances Where a Full Refund May Be Issued

A full refund of the session fee may be issued in the following circumstances:

  • Hawaii Spa cancels a confirmed booking and is unable to provide an alternative session at the client’s convenience
  • A therapist fails to arrive within 60 minutes of the confirmed arrival time with no prior communication
  • A confirmed session cannot be delivered due to an error on Hawaii Spa’s part (e.g. wrong location, therapist equipment failure)
  • A session is terminated early due to verifiable therapist misconduct

3. Circumstances Where a Partial Refund May Be Issued

A partial refund may be considered in the following circumstances:

  • A session is significantly shorter than the booked duration due to circumstances within Hawaii Spa’s control
  • A service is materially different from what was agreed at booking (e.g. wrong session type delivered)
  • A client reports a genuine service quality concern that is verified upon review

Partial refund amounts are determined on a case-by-case basis and reflect the proportional value of the service not delivered.

4. Circumstances Where No Refund Is Issued

No refund will be issued in the following circumstances:

  • A session is terminated early due to client misconduct or violation of our Terms of Service
  • A client cancels with less than 30 minutes notice (full fee applies per Cancellation Policy)
  • A client is dissatisfied with the session after having confirmed satisfaction at the time of payment
  • A client requests a refund based on personal preference rather than a verifiable service failure
  • A client fails to disclose relevant medical conditions that affect the session outcome

5. How to Request a Refund

All refund requests must be submitted via WhatsApp or Telegram within 24 hours of your session. Please include:

  1. Your name and booking date
  2. Session type and duration
  3. Description of the service issue
  4. Any supporting information that helps us understand the situation

We review all refund requests within 24 hours and respond with our assessment and proposed resolution. Refunds, where approved, are processed within 3 to 5 business days via the method agreed with the client.

6. Our Commitment

Hawaii Spa’s goal is to deliver an exceptional session every time. If we fall short of that standard for any reason within our control, we are committed to making it right whether through a refund, a complimentary session or another resolution that reflects our responsibility. We ask only that clients communicate concerns promptly and in good faith so that we can address them effectively.

Last Updated: May 2026