Our Service Terms and conditions
A.) Khunchai Thai Massage & Spa and its staff cannot be held responsible for any mistakes made by customers during online bookings, including arriving on the wrong appointment day and time, and being turned away if no therapist is available. It's the client's responsibility to check and enter the details accurately while making a booking. Ensure that the booking is completed by ticking "I Agree" at the end.
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B) A customer needs to provide an active email address for our software to send the booking confirmation.
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C) We reserve the right to cancel bookings associated with unusual email addresses or phone numbers, as well as any invalid email addresses or mobile numbers identified by our software, including peculiar customer names. We will first contact the client who made the booking. If you do not respond, we will proceed with the cancellation of the booking. So please be prepared to respond if we contact you, even if it’s just a text message reply.
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D) Khunchai Thai massage and spa services are fixed and cannot be negotiated for modification. The duration and prices mainly apply to services like Hot Stone, Foot Reflexology, Head Therapy Massage, Pregnancy Massage, Body Scrub, and Facial Treatment. Additionally, we cannot provide a full body massage for less than one hour.
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E) No online payments were made. Our online booking software subscription does not cover online payments. Consequently, no clients can assert that they have already paid online during the booking.
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F) Any customers identified on our do-not-rebook list due to no-shows and short notice cancellations who attempt to create an alternate account for booking purposes will be addressed accordingly. Should we recognize a customer with a previous record utilizing a different name, we reserve the right to forfeit that appointment. Additionally, a trespass notice will be issued as a result of deceptive actions.
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G) In the event that a client elects to shorten the duration of their scheduled appointment (for example, a two-hour booking reduced to one hour upon arrival or at the commencement of the session), the client remains obligated to remit payment for the originally booked duration, which in this instance would be the price associated with the two-hour service, not the adjusted one-hour rate. A sudden modification of the appointment duration upon arrival or at the beginning of the session constitutes a form of short-notice cancellation. This change inhibits the opportunity for other clients to schedule appointments during the timeframe initially reserved by the client. Should the client decline to pay the full fee for the service originally booked, the client who has canceled on short notice will be placed on a do-not-rebook list until all associated penalty fees for the short-notice cancellation are settled.
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H) We reserve the right to prohibit any account or individual from booking appointments during peak hours if they repeatedly reschedule or cancel their bookings, even when such actions are communicated more than 24 hours in advance or with a reasonable notice period. This behavior undermines our booking availability and may potentially disadvantage other clients, particularly during busy periods such as weekends, which could be perceived as an attempt to manipulate our scheduling opportunities, contrasted with regular clients who are uncertain about their own schedules.
Bookings
Health Disclaimer
A) By engaging in the booking or utilization of our services, you hereby absolve KH Thai Massage Limited, operating under the name Khunchai Thai Massage and Spa, as well as its employees and representatives, from any liabilities or responsibilities arising from potential injuries, illnesses, or accidents.​
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B) Our treatments and services are designed to promote relaxation and alleviate stress. The Khunchai Thai massage and spa therapy services are classified as non-medical procedures and are not intended to serve as treatments, prescriptions, or corrective measures for any human ailment or condition. Only a licensed physician in New Zealand is authorized to provide such medical treatments.
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C) Massage therapy may confer various health benefits; however, outcomes may differ among individuals and based on diverse body types. Consequently, results cannot be guaranteed.
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D) We maintain the prerogative to deny or discontinue treatment, even if initiated, for clients presenting with medical conditions deemed unsuitable for our treatments, such as recovery from surgical wounds. Possession of a gift voucher shall not constitute a valid reason to continue the session.
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E) By engaging our services, you acknowledge that your decision is voluntary and that you have a comprehensive understanding of the associated risks, which may encompass personal injuries in various forms, including but not limited to physical or mental harm. We hereby disclaim any liability resulting from negligence, whether said negligence is intentional or unintentional.
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F) Prior to receiving any treatments or services from us, you are required to disclose or declare any medical conditions, including but not limited to current or past medications, injuries, physician appointments, or pregnancy. Not all health conditions are compatible with our services, and it is advisable to consult a licensed physician before scheduling our services if you have any uncertainties.
Valuable Items
A) You assume or anticipate the risk of losing any valuable items that you may carry or bring onto our premises. In the event of unforeseen incidents, KH Thai Massage Ltd., trading as Khunchai Thai Massage and Spa, and its staff bear no liability for the replacement, payment, or compensation for any items that you may lose while on our premises.
B) Khunchai Thai Massage reserves the right to initiate legal proceedings against any clients who accuse our staff or team members of theft without substantial evidence supporting such claims. This measure is taken to protect our personnel against defamation and any detrimental online digital defamation.
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C) "Did you take it?", "Did your staff take it?", "Your staff took it." These inquiries are unjust and closely resemble an accusation of theft against our personnel when the client is unable to locate any personal belongings. Such statements carry an implication of misconduct that contributes to discomfort, imbalance, and intimidation among our team members. This is markedly different from a courteous inquiry regarding lost and found items. We must emphasize that we find such language intolerable, and as a consequence, the client will be prohibited from utilizing our services for their inappropriate phrasing in relation to missing items.
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D) No client may request to search our rooms for any missing valuable items, particularly if other customers are utilizing the treatment room. Additionally, searches of the pockets and belongings of other individuals suspected of being present on the premises are prohibited, as such actions contravene legal regulations.
We strongly advise our clients against bringing any valuable items to our premises during their treatment in order to prevent such incidents.
Safeguarding our staff | Decency | Respect
A) All of our treatments must only be performed with proper draping and body cover. Clients must either wear the disposable underwear we provide or keep their own underwear on and not remove it.
B) We reserve the right to halt or stop treatment if a client behaves inappropriately. This includes removing the draping during treatment, making any indecent jokes, soliciting lewd additional services, or if a client becomes unreasonably demanding and abusive. We also reserve the right to display images captured by our CCTV of any individual who has disrespected our staff on our bulletin board and to share that person’s details with other Thai massage establishments to alert them about the unwanted individual.
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C) Our personnel, notably the receptionist, may periodically assess and access the treatment rooms during the service to ensure that the treatments are progressing appropriately.
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D) A treatment appointment will be cancelled immediately if any client (particularly male clients) solicits a massage without draping or requests to be naked, regardless of whether the request is made in a joking manner or asked. This includes giving indirect signals or form of communication with our staff or inquiring for any extra, adult or sensual services such as weird body movements, moaning or any physical or verbal innaproriation.
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E) In any worst-case scenario, we will contact the authorities by dialing 111 to request police assistance without providing any prior warning to a misbehaving client. However, in more urgent situations, should a client attempt to engage in inappropriate physical contact with our therapist, we reserve the right to employ reasonable force to protect ourselves or any members of our staff from acts of sexual assault or violence. We will also exercise our rights to safeguard ourselves in accordance with Section 48 of the Crimes Act 1961.
Refusal of service
We retain the authority to refuse service to any individual. This applies to those whom we or any of our staff members do not feel comfortable serving, as we prioritize their comfort, safety, and autonomy while engaging with us.
A) The client exhibits an unpleasant body odor or demonstrates inadequate personal hygiene practices.
B) The client was found to be under the influence of alcohol and narcotics.
C) The client has previously caused offense to any member of our staff, resulting in distress among our personnel.
D) We reserve the right to decline any individual for any reason.
E) Any typical activities, including the movement of individuals, occurrences, or incidents occurring outside our premises, may pose a threat to the safety of our personnel.
F) The client is requesting medical treatment of any nature through massage services, which we believe presents risks, irrespective of recommendations from a licensed New Zealand doctor, general practitioner, physician, or any other medical service provider.
G) The client is listed on our Do Not Re-book registry and has made a reservation using an alternate account, phone number, and name.
H) The client primarily faced challenges with English communication, making it difficult for them to share what service they were looking for. It was hard for them to let us know if they just wanted a relaxing massage or were seeking our services for a medical treatment purpose.
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- If client is not a banned client but the particular requested massage therapists of the client refuses the client, The client will be assigned to another staff.
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Please be aware that any massage therapist here in New Zealand has the right to refuse service to anyone without explaining why.
Persons with disabilities and elderlies
Our services require clients to change or remove clothing before the appointment. Suppose someone with a disability or an elderly person takes a significant amount of time to prepare for treatment, such as removing clothes or getting onto the massage table. In that case, that preparation time will be deducted from the client's booked time. We cannot start the clock when the massage begins and extend the allocated duration for the service, as we must finish on schedule. We recommend that anyone who brings or books an appointment for an elderly person or someone with a disability accompanies them to assist. It is not the responsibility of any of our massage therapists to assist clients or others in changing or removing clothing before the session, nor should they witness a client being nude. Furthermore, this could be exploited by inappropriate customers, which we will not tolerate. If a client is unable to remove their clothing for any reason in preparation for a massage, we will cancel the booking.
Late arrival | duration reduction | fees
Khunchai Thai Massage & Spa will accommodate the late arrival as best as possible if no other booked clients are behind the late-arriving customer's appointment. We will still serve the entire duration of the service that the late-arriving customer has booked.
A) In the event that a customer arrives after the scheduled appointment time, we regret to inform that we are unable to extend the duration of their session due to prior commitments with other customers. Consequently, the session duration for the late-arriving customer will be adjusted in accordance with the extent of their tardiness.
B) A customer who arrives late shall remain liable for the total amount for the services they have reserved, notwithstanding any reduction in the duration of their appointment attributable to their late arrival. It is the customer's responsibility to ensure timely arrival and to account for potential traffic delays. Khunchai Thai Massage will not compensate for any time lost due to a customer's tardiness, regardless of the circumstances. Should a late arriving customer refuse to pay the full amount following a reduction in service duration, they will be added to the do-not-rebook list.
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C) In the event that any client with a confirmed booking chooses to reduce the duration of their appointment or downgrade the service upon arrival, the client is required to pay the full price for the originally booked service rather than the price for the modified duration or downgraded service. This policy is in effect because the necessary materials for the booked service have already been prepared (for instance, if a client booked a Hot Stone massage or Body Scrub but opts to change to a Deep Tissue massage upon arrival) and the reserved time (for example, if a client booked a 90-minute massage but requests a reduction to one hour upon arrival) was allocated specifically for that client and therefore not available for other clients to book, which constitutes a short notice cancellation.
- Clients retain the right to decline payment for previously scheduled services if they believe the pricing is unjust. However, should they choose to refuse payment for the originally booked service, they will be added to the do-not-re-book list due to short notice cancellation. This action will incur a penalty fee, which must be settled to allow for future bookings with our establishment.
15 Minutes late without notice.
Khunchai Thai Massage & Spa reserves the right to cancel an appointment if the client is more than 15 minutes late without notifying us, even if the client arrives after the 15-minute grace period. It is the client's responsibility to inform us if they are unable to make their appointment on time. A no-show penalty and a short-notice cancellation fee apply, and loyalty card stamps will be forfeited. New clients who fail to show up for their first appointment will be permanently banned from our services.
Not showing up on appointment and short cancellation notice
A) Khunchai Thai Massage and Spa Ltd. reserves the right to deny the ability to rebook appointments for any individual who books or secures a timeslot, thereby preventing other clients from obtaining that timeslot, and subsequently fails to attend the scheduled appointment. Such no-show bookings waste our valuable time, and we will refrain from accepting future bookings from these clients until the associated penalty fees have been settled.
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B) In the event of illness, any clients who are genuinely feeling unwell or sick are advised to contact us to cancel their appointment as early as possible, ideally no later than 12:00pm. Cancellations made close to the scheduled appointment time, from noon until the end of the day, will not be exempt from the short-notice cancellation penalty fee. Furthermore, clients who cancel on short notice due to illness will be added to the do-not-rebook list. This situation tends to occur predominantly during long holiday weekends.
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C) Family Emergencies | Emergencies and Accidents. Individuals who cancel appointments shortly before or after the scheduled time due to accidents or any type of emergency will not be exempt from the short notice cancellation penalty fee. Furthermore, they will be placed on the do-not-rebook list for short notice cancellations or no-shows if they contact us within a few minutes after or beyond the scheduled appointment time. However, an exemption may be granted if the individual can provide substantiation of the incident.
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- If there are any announcements or warnings from Civil Defence New Zealand advising to stay home for your safety, like during tsunamis or flooding due to heavy rains, please note that short notice and no-shows do not apply during these situations.
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If Preferred or booked massage therapist did not come to work
A) In the event that any of our therapists are unable to attend work due to illness or personal circumstances, we will make every effort to accommodate or replace the therapist. Should it be impossible to secure a replacement, we reserve the right to cancel appointments when no alternative therapist is available. We are not liable for any compensation, as we too endeavor to prevent such occurrences, which remain beyond our control. In these instances, we shall provide reasonable notice to avoid inconveniencing the client.
Jurisdiction with New Zealand laws
The terms and conditions, including provisions related to valuable items and health disclaimers on this website, are subject to the laws of New Zealand. In the event that we are unable to resolve our disputes through mutual agreement, it is necessary for you to file a claim with either the Disputes Tribunal or the District Court of Auckland.