Cancellation & Refund Policy
This policy applies to bookings with HealthLux Family Wellness Centre, operated by MyTulips Wellness Sdn Bhd (202401035628) ("we", "us").
Online payment is coming soon. For now, book on WhatsApp and pay at the spa (cash, card or e-wallet, as accepted at the counter). Because nothing is paid in advance, the refund sections below (marked "after online payment launches") do not apply yet.
1. Payment
- Now: bookings made on WhatsApp are confirmed when we reply to confirm your slot. You pay at the spa.
- After online payment launches: online bookings are confirmed on full payment online at the time of booking.
2. If you cancel
Now: please let us know at least 24 hours before your booked slot if you need to cancel or change it, so we can offer the time to another guest. Late changes and no-shows are at our discretion to reschedule.
After online payment launches:
- 24 hours or more before your booking: full refund of the amount you paid.
- Less than 24 hours before your booking, or if you do not attend: the booking is not refundable. We may, at our discretion, offer to reschedule.
To cancel, WhatsApp us on 014-600 2800. The time we receive your message is the time used for the 24-hour rule.
3. Rescheduling
You can ask to move your booking at least 24 hours before it starts, subject to availability, at no charge. Requests made later are at our discretion.
4. If we cancel
If we need to cancel your booking for any reason, for example a staff shortage or an unexpected closure, we will contact you as soon as possible and offer another time. After online payment launches, you will always receive a full refund of anything you paid if we cancel.
5. Late arrival
If you arrive late, we will try to give you your full session, but it may need to end at the original time so the next guest is not delayed. The full price still applies.
6. How refunds are paid (after online payment launches)
Refunds are made to the original payment method. We aim to process a refund within 3 business days of approving it. Your bank or e-wallet provider may take further time (typically up to 14 business days) for the money to appear.
7. Promotions, packages and vouchers
Special offers, packages and vouchers may have their own terms, which will be shown when you buy them. Where they differ from this policy, those terms apply.
8. Your rights
Nothing in this policy limits any rights you have under Malaysian law, including the Consumer Protection Act 1999.
9. Contact
Questions about a refund: WhatsApp 014-600 2800.