Service Refund and Cancellation Policy

1. Scope of Application

This policy applies to all services, service packages, treatment packages, vouchers, and promotional programs purchased or paid for at Hygge Spa through the website, telephone, fanpage, messaging applications, or directly at our spa locations.

2. Appointment Cancellation Policy

Customers may cancel or reschedule their appointments by contacting Hygge Spa at least 24 hours prior to the confirmed appointment time.

If the cancellation is made within the required notice period, Hygge Spa will assist in canceling or rescheduling the appointment based on actual availability.

If the customer cancels too close to the appointment time, fails to attend the appointment, or cannot be contacted, Hygge Spa reserves the right to apply the terms and conditions applicable to the specific service, service package, or promotional program announced at the time of purchase.

3. Appointment Rescheduling Policy

Customers may request to reschedule their appointment within the validity period of the purchased service, service package, or voucher.

Rescheduling requests must be made at least 24 hours before the confirmed appointment time. Hygge Spa will arrange a new appointment based on room availability, therapist schedules, and operational conditions.

Each appointment may be rescheduled up to [insert number of times, e.g., once or twice], depending on the specific service or promotional program.

4. Refund Policy

Hygge Spa may consider refund requests under the following circumstances:

• The customer has completed payment, but Hygge Spa is unable to provide the confirmed service and both parties cannot agree on an alternative appointment;
• The customer has made a duplicate payment or paid an incorrect amount;
• The purchased service is no longer available and no suitable replacement service can be provided;
• Other cases approved by Hygge Spa in writing, via text message, or by email.

Refunds will only be processed after Hygge Spa has verified the booking information, payment records, and service usage status.

5. Non-Refundable Cases

Hygge Spa may refuse refund requests in the following cases:

• The customer has used part or all of the purchased service;
• The customer fails to attend the scheduled appointment without prior notice;
• The refund request is submitted after the service, voucher, or package has expired;
• The service was purchased under a promotional program clearly stating that it is non-refundable;
• The customer transfers or resells vouchers or service packages through unofficial channels;
• The customer is unable to provide valid booking confirmation or proof of payment.

6. Service Value Preservation Policy

In certain cases, instead of issuing a refund, Hygge Spa may allow customers to retain the value of the purchased service for future use or convert it to another service of equivalent value.

The preservation or conversion of service value must be approved by Hygge Spa and may be subject to the terms and conditions of each service package, voucher, or promotional program.

The service value may be preserved for [insert period, e.g., 30 days or 60 days] from the date of Hygge Spa’s confirmation, unless otherwise agreed.

7. Refund Processing Time

Once a refund request has been approved by Hygge Spa, the estimated processing time is 7–15 business days, depending on the payment method and the procedures of the relevant bank, e-wallet, or payment service provider.

Refunds will be credited to the customer’s original payment account, card, or payment method unless otherwise agreed by both parties.

8. Procedure for Cancellation, Rescheduling, and Refund Requests

To request a refund, cancellation, or appointment rescheduling, customers are requested to contact Hygge Spa and provide the following information:

• Customer’s full name;
• Phone number used for the booking;
• Purchased service or service package;
• Appointment date and time;
• Spa branch where the service is scheduled;
• Reason for the refund, cancellation, or rescheduling request;
• Proof of payment, if payment has already been made.

Hygge Spa will review the request and respond as soon as possible.

9. Contact Information

Hygge Spa
Website: www.hygge.com.vn
Hotline: 079 303 7569
Email: contact@hygge.com.vn
Address: 212 Nguyen Van Huong Street, An Khanh Ward, Ho Chi Minh City, Vietnam