Company Policy

At Zen Alchemy Spa, we value your time and commitment to our services. To ensure a smooth booking experience, please review our Deposit / Prepayment & Refund Policy before making a reservation.

Deposit Policy

• A non-refundable deposit / prepayment may be required to secure certain bookings. The deposit / prepayment amount will be applied toward the total cost of your treatment.

• For online bookings, a deposit / prepayment may be required at the time of booking, depending on the number of pax and the services selected.

• Appointments without a deposit / pre payment may be subject to cancellation.

Cancellation & Rescheduling

• Rescheduling – Rescheduling requests must be made at least 24 hours before your appointment to transfer your deposit / prepayment to a new booking. A maximum of two reschedules is permitted. Requests made within 24 hours will not be accepted except in cases of illness, COVID-19, influenza, or bereavement, subject to supporting documentation. Any cancellation after a reschedule has been granted will result in the full deposit / prepayment being forfeited.

• Late Cancellations – Cancellations made less than 24 hours before the appointment will result in the deposit / prepayment being forfeited.

• No-Shows – If you fail to show up for your appointment without prior notice, the deposit / prepayment will be forfeited, and future bookings may require full prepayment.

Refund Policy

• Deposits / prepayments are strictly non-refundable except in the rare case of a cancellation initiated by Zen Alchemy Spa.

• Refunds will not be provided for missed appointments, late cancellations, or dissatisfaction due to personal preference.

• If a refund is granted under exceptional circumstances, will be processed to the original payment method within 7-14 business days, subject to a RM60 cancellation fee (where applicable) and an 8% administrative and processing fee to cover transaction and service handling costs.

Service Adjustments

• If you experience any issues with your service, please inform the spa management immediately. While refunds are not provided for completed services, we may offer service adjustments or credit toward a future visit at our discretion.

Gift Cards & Packages

• Gift cards and prepaid spa packages are non-refundable and non-transferable.

• Expired gift cards or unused package sessions will not be refunded or extended unless otherwise stated in the package terms.

Please note that this is not applicable for The Zen Nest Club

By visiting Zen Alchemy Spa and receiving any treatment, you acknowledge and accept all company policies and agree not to hold Zen Alchemy Spa, its employees, or affiliates liable for any claims, damages, or losses.