Refund Policy

Last Updated: April 20, 2024

Introduction

At Zen Touch Japanese Massage, we are committed to providing high-quality massage services and ensuring complete client satisfaction. This refund policy outlines the circumstances under which we will provide refunds for our services and products, and the process for requesting such refunds.

This policy applies to all massage services, packages, gift certificates, and retail products purchased directly from Zen Touch Japanese Massage, either in-person, by phone, or through our website.

Massage Service Refunds

Unsatisfactory Service

If you are not completely satisfied with the massage service you received, please notify us immediately, preferably before leaving our premises or within 24 hours of your service. We will make every effort to address your concerns by:

  • Offering a complimentary adjustment to the service
  • Scheduling a follow-up session at no additional charge
  • Providing a partial or full refund, at our discretion, based on the nature of the complaint and circumstances

To qualify for a service refund, you must provide specific feedback about why the service did not meet your expectations. This helps us improve our services and properly address your concerns.

Health Issues During Service

If you experience any adverse physical reactions during or immediately following your massage service that are directly attributable to the service provided, please inform us immediately. In such cases, we may offer:

  • A full refund of the service fee
  • A credit for future services once the health issue has resolved

We reserve the right to request medical documentation if claiming adverse reactions occurring after leaving our premises.

Cancellation by Therapist or Zen Touch

In the rare event that we need to cancel your appointment due to therapist illness, emergency, or other unavoidable circumstances, we will:

  • Offer to reschedule your appointment at your earliest convenience
  • Provide a full refund of any prepaid services if rescheduling is not possible or desired
  • Offer additional compensation in the form of a discount on a future service, depending on the circumstances

Cancellation by Client

Our cancellation policy for client-initiated cancellations is as follows:

  • More than 24 hours' notice: Full refund of any prepaid amount or no charge if payment hasn't been processed
  • Less than 24 hours' notice: 50% of the service fee may be charged or retained
  • No-show (failure to attend without notice): 100% of the service fee will be charged or retained

In case of emergency situations or sudden illness, we may waive cancellation fees at our discretion. Please contact us as soon as possible in such circumstances.

Package and Prepaid Service Refunds

Massage Packages

For prepaid massage packages:

  • Unused packages: Refunds for completely unused massage packages may be requested within 30 days of purchase, subject to a 10% administration fee.
  • Partially used packages: Refunds for partially used packages will be calculated based on the regular (non-discounted) price of services already received, with the difference refunded less a 10% administration fee.

Packages are non-transferable unless specifically authorized by Zen Touch Japanese Massage management.

Special Promotions and Discounted Services

Services purchased as part of a special promotion, discount offer, or through a third-party platform (such as deal websites) are subject to the specific refund terms outlined in the promotion. Generally, these services:

  • Cannot be refunded for cash
  • May be exchanged for other services of equal or lesser value (with no cash refund for the difference)
  • May be transferable to another person with prior written approval

Gift Certificate Refunds

Our policy for gift certificates is as follows:

  • Gift certificates are non-refundable to the purchaser except in cases where they have not been delivered or activated.
  • Gift certificates cannot be redeemed for cash by the recipient.
  • Gift certificates may be transferable to another recipient with prior notice.
  • Expired gift certificates may be honored at our discretion, potentially subject to a reactivation fee.

Retail Product Refunds

For massage-related products purchased from our establishment:

  • Unused and unopened products: May be returned within 14 days of purchase with receipt for a full refund.
  • Used or opened products: May be returned within 7 days if defective or causing adverse reactions for a full refund or exchange.
  • After 14 days: No refunds or exchanges except at management's discretion.

All returned products must be in saleable condition with original packaging and receipt. Personal use items such as face cradle covers, eye pillows, or items that come into direct contact with the body cannot be returned once opened due to hygiene considerations.

Online Booking Refunds

For appointments booked and prepaid through our online booking system:

  • The same cancellation policy applies as for in-person bookings (see Cancellation by Client section).
  • Refunds for online bookings will be processed back to the original payment method.
  • Processing time for refunds may take 5-10 business days, depending on your financial institution.

How to Request a Refund

To request a refund for any of our services or products, please follow these steps:

  1. Contact us as soon as possible by phone at +81 90-4549-0070 or by email at info@leaveearlyforthenorth.com.
  2. Provide your name, date of service or purchase, and a detailed explanation of the reason for your refund request.
  3. Include your receipt or booking confirmation if available.
  4. For product returns, please bring the item in its original packaging to our location during business hours.

All refund requests will be reviewed by management, and we will respond within 3 business days with a decision or request for additional information.

Refund Processing

Once a refund has been approved, it will be processed as follows:

  • Credit/Debit Card Payments: Refunded to the original card used for purchase, typically processing within 5-10 business days.
  • Cash Payments: Refunded in cash if the refund is processed in person, or by check for mail requests.
  • Electronic Payments (e.g., PayPal, Line Pay): Refunded to the original account, typically processing within 3-7 business days.

Please note that your financial institution may have additional processing times that are beyond our control.

Exceptions and Special Circumstances

We understand that exceptional circumstances can occur. In cases of:

  • Medical emergencies: With appropriate documentation, we may extend our standard refund periods and waive cancellation fees.
  • Natural disasters or public emergencies: Special refund provisions may be implemented during such events.
  • Service interruptions: If your massage service is interrupted due to facility issues (power outage, equipment failure, etc.), you will be offered a pro-rated refund or the option to reschedule.

Each situation is evaluated on a case-by-case basis, and our management team has final discretion on all refund decisions.

Changes to This Policy

We reserve the right to modify this refund policy at any time. Changes will be effective immediately upon posting to our website. The policy in effect at the time of your purchase will apply to that transaction.

Contact Information

If you have any questions about our refund policy, please contact us:

Zen Touch Japanese Massage
1104 Aramaki, Higashiagatsuma, Agatsuma District, Gunma 377-0303, Japan
Email: info@leaveearlyforthenorth.com
Phone: +81 90-4549-0070

Business Hours: Monday - Friday: 10:00 AM - 8:00 PM, Saturday: 9:00 AM - 6:00 PM, Sunday: 10:00 AM - 4:00 PM