Refund Policy
Last updated: 3 August 2026
We want you to feel completely at ease booking with us. This policy explains when refunds do and don’t apply.
Anniversary Pass & packages
Anniversary Pass purchases are final and non-refundable. Because these are limited, pre-paid packages offered at a special discounted anniversary rate, we’re unable to offer refunds once a pass has been bought.
Your sessions remain yours to enjoy: they stay valid and redeemable until 30 November 2026, and are transferable to your immediate family on request. If you’re ever having trouble scheduling a session, please reach out — we’ll always do our best to find a time that works.
Individual (non-package) bookings
For regular, individual service bookings, a refund may be issued in this situation:
- We need to reschedule your appointment (for example, if your therapist becomes unavailable), and
- the new time we’re able to offer does not suit you, and
- both sides are unable to agree on an alternative time that works.
In that case, you are entitled to a full refund of any amount you paid for that booking. In short: if a change on our side leaves us without a mutually workable time, you won’t be left out of pocket.
For regular, individual service bookings, a partial refund may be issued in this situation:
- 48 hours or more before your appointment: You may reschedule or cancel at 90% charged.
- 24–48 hours before your appointment: A 50% cancellation fee will apply. For multi-session packages, this is calculated as 50% of the per-session rate for the missed appointment only, not the full package value.
- Less than 24 hours before your appointment, or no-show: The full session fee will be charged. A no-show includes situations where the customer is not present or cannot be reached at the confirmed appointment time and location.
How to request a refund
Contact us on WhatsApp at +6016-3532948 or email jemarijelitamobilespa@gmail.com with your booking details. Approved refunds are returned to your original payment method, typically within 7–14 working days depending on your bank or payment provider.
Questions
If anything about this policy is unclear, just ask — see our Contact Us page.