TERMS & CONDITIONS
By booking a service with Empress Balinese Massage, you agree to the following Terms & Conditions. These are designed to ensure a smooth, professional, and respectful experience for both our clients and our therapists.
Appointment POLICIES
1. Booking Methods:
– Customers can book via the Fresha app, phone call, or WhatsApp.
2. Advance Notice:
– Minimum 2 hours notice required, subject to availability.
3. Session Duration:
– Standard sessions start at 60 minutes, extendable with additional services.
4. Availability:
– 7 days a week, 10 AM to 10 PM. Last booking at 9 PM.
– Requests for specific therapists are subject to availability and cannot be guaranteed.
– The client is responsible for ensuring safe and timely access to the property. Delays in providing access form part of the booked treatment time.
Contests & Giveaways
- All contests, raffles, or giveaways organized by Empress Balinese Massage are subject to fair and transparent selection processes.
- The criteria for selecting winners will always be shared in the contest announcement.
- Prizes cannot be exchanged for cash or substituted with other services unless explicitly stated.
- Winners may be asked to provide photos or testimonials, which may be used for promotional purposes on our platforms.
- Empress Balinese Massage reserves the right to modify, pause, or cancel any contest at any time if necessary.
Updates to Terms & Conditions
- Empress Balinese Massage may update or amend these Terms & Conditions at any time, without prior notice.
- The latest version will always be available through our official booking channels, WhatsApp, and/or website.
- Clients are encouraged to review the Terms & Conditions periodically.
- Continuing to book our services implies that you agree to the latest version.
Hotel & External Venue Bookings
- For hotel bookings, clients must ensure that the hotel allows in-room massage services.
- If a hotel denies access to our therapist upon arrival, the booking will be treated as a last-minute cancellation (see Section 4).
- Any additional charges required by the hotel (parking fees, access charges, etc.) are the responsibility of the client.
- Therapists must always work in a safe, respectful, and private environment. If conditions are unsafe or inappropriate, the session may be refused, and full charges will apply.
Cancellations & No-Shows
- Cancellations made less than 3 hours before the scheduled appointment will be charged 100% of the service price.
- For clients using a package or promotional offer, a last-minute cancellation will count as a used session.
- Exceptions may be made in genuine emergencies, at the discretion of management.
- Repeated last-minute cancellations may lead to refusal of future bookings
- We are not liable for delays or cancellations caused by circumstances beyond our reasonable control, including severe weather, road closures, accidents, government restrictions, or other unforeseen events.
Package Terms & Conditions
Package Validity
- All massage packages are valid for 6 months from the date of purchase, unless otherwise stated in writing.
- Any sessions remaining after the expiry date will automatically expire and cannot be redeemed, extended, transferred, refunded, or exchanged for cash or credit.
- Package pricing is offered on the basis that all sessions are used within the stated validity period. The package validity forms an essential condition of the promotional package price.
Customer Responsibility
- It is the customer’s responsibility to schedule and use all package sessions before the expiry date. We recommend booking appointments in advance to ensure availability, particularly during evenings, weekends, and public holidays.
Acceptance of Terms
- By purchasing a massage package, the customer confirms that they have read, understood, and accepted these Terms & Conditions, including the package validity period.
- These Terms & Conditions apply to every booking and package purchase unless expressly agreed otherwise in writing by Empress Balinese Massage. No verbal discussions, previous exceptions, or previous bookings modify these Terms & Conditions.
- These Terms & Conditions shall be governed by the laws of the United Arab Emirates. Any dispute shall be subject to the jurisdiction of the competent courts and authorities in Dubai, UAE.
- If Empress Balinese Massage makes an exception in any individual case, this does not waive our rights or create an obligation to make the same exception in future cases.
Incorrect or Outdated Address
- Clients are fully responsible for providing the correct and updated address when booking.
- If the therapist arrives at the wrong location due to an outdated or incorrect address, the session will be treated as a no-show and full charges will apply.
- Rescheduling in such cases will depend on therapist availability and may incur an additional travel fee.
Late Clients
- Out of respect for all clients, our therapists follow a strict schedule.
- If a client is less than 30 minutes late, the session will still end at the original scheduled time. Full payment is required.
- If a client is 30 minutes late or more, the appointment will be automatically cancelled to avoid delays for the next client. The full service fee will still apply.
Health Declaration
- Before starting a session, clients must inform us of:
- Any recent surgeries
- Chronic conditions (e.g., heart disease, diabetes, high blood pressure)
- Injuries, allergies, or contagious skin conditions
- Pregnancy (including stage of pregnancy)
- Empress Balinese Massage and its therapists are not liable for any injury or reaction resulting from undisclosed health conditions.
- Some treatments may be adapted or refused based on your health declaration to ensure your safety.
Code of Conduct – Rude or Inappropriate Behavior
- We are committed to providing a safe, respectful environment for both clients and therapists.
- Any verbal abuse, harassment, or inappropriate behavior (verbal, physical, or suggestive) will result in immediate termination of the session.
- Full payment will still be charged, and the client may be permanently blacklisted.
- We have a zero-tolerance policy for disrespect toward our therapists.
Pets Policy
- For hygiene reasons, pets are not permitted on our towels, sheets, or massage equipment.
- For the safety and comfort of our staff, pets should be kept in another room or securely away during the treatment.If a pet interferes with the therapist’s ability to perform the service safely, the session may be terminated and full charges will apply.
Corporate Wellness Bookings
These terms apply to all Corporate Wellness, office massage, employee wellness and corporate event bookings made with Empress Balinese Massage.
Customised Quotations & Pricing
Corporate Wellness bookings are individually quoted based on the requirements of each company.
Pricing may vary depending on:
- Number of employees or participants
- Duration of each massage
- Number of therapists required
- Total booking duration
- Event location
- Any additional operational requirements
All quotations are provided exclusive of 5% VAT, which will be added to the final invoice.
Any changes to the number of participants, therapists, treatment duration or total booking time may result in an adjusted quotation.
Booking Confirmation & Payment
Corporate Wellness bookings are only confirmed once full payment has been received.
Full payment must be received at least 72 hours before the scheduled booking.
Payment can be made through a payment link provided by Empress Balinese Massage or by bank transfer using the bank details supplied by our team.
An invoice will be provided for all Corporate Wellness bookings.
If payment has not been received by the required deadline, the requested date, time and therapists cannot be guaranteed.
Bookings requested within 72 hours of the event are subject to availability and must be paid in full immediately upon confirmation.
Changes to the Booking
Final booking requirements should be confirmed before payment.
If the company wishes to increase the number of participants, therapists or total booking duration after confirmation, we will accommodate the request where availability allows. Additional charges may apply.
If the number of participants decreases after payment has been made, the original booking fee will normally remain unchanged, as therapists and operational capacity have already been reserved.
Where practical, the booked treatment time may instead be redistributed between the remaining participants.
Rescheduling
Corporate Wellness bookings may be rescheduled by providing at least 48 hours’ notice before the scheduled start time.
When at least 48 hours’ notice is provided, the booking may be rescheduled once, subject to availability, and the full amount already paid will be transferred to the new booking date.
Requests to reschedule received less than 48 hours before the scheduled booking cannot be accommodated and the amount paid will be non-refundable.
Cancellations
If a Corporate Wellness booking is cancelled 48 hours or more before the scheduled start time, 50% of the amount paid will be refunded.
The remaining 50% will be retained as a cancellation fee to cover therapists, staffing, transport and operational capacity reserved specifically for the booking.
Cancellations received less than 48 hours before the scheduled start time are non-refundable.
Where possible, we recommend rescheduling rather than cancelling, as bookings rescheduled with sufficient notice retain their full value.
If Empress Balinese Massage is unable to fulfil a confirmed booking, the client will be offered an alternative suitable date or a full refund.
Delays & Venue Access
The client is responsible for ensuring that our therapists can access the office, venue or event location at the agreed time.
Any required security approvals, visitor registrations, parking arrangements, building access or event permissions should be arranged in advance by the client.
If the start of the service is delayed due to circumstances relating to the client or venue, the original scheduled finishing time may still apply.
Additional time cannot be guaranteed where therapists have subsequent bookings.
Promotional Codes, Vouchers & Special Offers
From time to time, Empress Balinese Massage may provide Corporate Wellness promotional codes, vouchers, complimentary extensions or special offers.
The validity period, redemption deadline and specific conditions may vary for each promotion.
The applicable validity period will normally be communicated on the voucher, promotional material, landing page, email, quotation or other communication relating to that particular offer. If the validity period is unclear, the client should confirm it with Empress Balinese Massage before making the booking.
Unless otherwise stated:
- Promotional offers cannot be combined with another promotion, discount, package or special offer.
- Only one promotional offer may be used per qualifying booking.
- Some promotions may be limited to one redemption per company.
- Promotional benefits have no cash value.
- Promotional benefits cannot be exchanged for cash or refunded.
- Promotional benefits cannot be transferred to another booking unless specifically stated.
- Any complimentary service time must be used as part of the qualifying booking unless the individual promotion states otherwise.
- Promotional offers remain subject to availability and any minimum booking requirements stated as part of the offer.
Where a promotional campaign has its own additional terms, those conditions will apply alongside these general Corporate Wellness Terms & Conditions.
Final Notes
By booking any service with Empress Balinese Massage, you confirm that you have read, understood, and agreed to all of the above Terms & Conditions.
Our mission is to provide a serene, healing, and professional experience for every client. Thank you for helping us maintain this standard.
