THAI OASIS MASSAGE SDN BHD | Company Registration No. 201601028483 (1199422-X)
ICC Club, Lot 30051, No. 283, Jalan Raja Permaisuri Bainun, 30250 Ipoh, Perak
Tel: 05-253 8966 | feedback@thaioasis.com.my | www.thaioasis.com.my

Refund & Cancellation Policy

Effective date: 13 October 2026

This policy explains when you can get a refund, and how the money is paid back to you. It applies to booking deposits, treatments, vouchers, gift cards, packages, Thai Oasis app booking fees, and products bought from our online shop. It forms part of our Terms & Conditions.

 

1. Summary

• Guest reschedules 1 hour or more before the appointment – No cash refund. The paid deposit moves to the new appointment.

• Therapist unavailable, or a problem at the outlet – We assign another therapist, or reschedule your appointment. Your deposit moves with it.

• Bill is less than the RM50 deposit – No refund of the difference. We suggest adding an add-on treatment.

• Guest paid a deposit, then pays with a voucher or package – The RM50 deposit can be used at the next visit

• Booking cancelled less than 1 hour before, or no-show – No refund (deposit forfeited)

• Online shop: unopened item returned within 14 days of delivery – Refund of the item price

• Online shop: item damaged, faulty or wrong – Free replacement

• Payment charged twice or in error – Full refund of the extra amount

• Treatments already received, vouchers, gift cards, packages, credits and points – Not refundable, except where the law requires or we cannot provide the service

 

2. Booking deposits

2.1 Every booking is confirmed by a deposit of RM50 per guest, including bookings for one guest. The deposit is deducted from your treatment bill when you arrive.

2.2 Bill less than the deposit: if your bill is less than RM50, the difference is not refunded. We suggest adding an add-on treatment to use the full deposit.

2.3 Paying with a voucher or package: please call your outlet directly to make your booking and tell us you are using a voucher or package. These bookings do not need a deposit. If you paid a deposit and then pay with a voucher or package, the RM50 deposit can be used at your next visit.

2.4 Deposits are not refunded when a guest cancels. If you cannot make your appointment, you may reschedule using the deposit you have already paid. If you cancel and do not reschedule, the deposit is forfeited.

2.5 Rescheduling: you may reschedule once by contacting your outlet at least 1 hour before your appointment. The new appointment must be within 7 days of the original date. Your paid deposit moves to the new appointment.

2.6 Your deposit is forfeited (not refunded) if you:

• cancel and do not reschedule;

• cancel less than 1 hour before your appointment;

• do not arrive within 15 minutes of your appointment time (no-show);

• ask to reschedule a second time; or

• do not use your booking within 7 days of the original appointment date.

2.7 Group bookings: if some guests in a group booking do not arrive, the full deposit for the booking can be used towards the bills of the guests who do arrive. For example, if 3 guests book (RM150 deposit) and only 2 arrive, the RM150 is deducted from those 2 guests' bills. The deposit is forfeited only if no guest in the booking arrives.

2.8 Therapist or outlet changes: if your therapist is unavailable, we will assign another therapist. If there is a problem at the outlet, we will reschedule your appointment, and your deposit moves to the new time.

 

3. Thai Oasis app booking fees

3.1 Bookings made in the Thai Oasis app carry a booking fee of RM50 per guest. Once your booking is confirmed, the fee is added to your App credit balance and can be used to pay for treatments at any Thai Oasis outlet.

3.2 If you cancel or reschedule at least 1 hour before your appointment, or if we reschedule your appointment because of a problem at the outlet, the fee stays in your App credit balance.

3.3 The fee is forfeited if you cancel less than 1 hour before your appointment or do not arrive (no-show).

3.4 App credit cannot be exchanged for cash, except where the law requires, or where a payment was charged twice or in error (see section 7).

 

4. Treatments

4.1 Treatments that have been received are not refundable.

4.2 If you are not satisfied with your treatment, please tell the outlet on the day, or email feedback@thaioasis.com.my within 7 days. We will look into every complaint and reply as soon as possible.

4.3 If a treatment is ended because a guest behaved inappropriately, no refund is given.

 

5. Vouchers, gift cards, packages, credits and points

5.1 Vouchers, gift cards, packages, member credits and loyalty points are non-refundable and cannot be exchanged for cash.

5.2 This does not apply where the law requires a refund, or where Thai Oasis is unable to provide the service (for example, if an outlet closes and no other outlet can honour it). In those cases, we will offer a refund of the unused value.

 

6. Online shop products

6.1 Change of mind: unopened items in their original, sealed packaging may be returned within 14 days of delivery. Please email feedback@thaioasis.com.my with your order number, and we will tell you how to return the item. The customer pays the return postage. For hygiene and safety reasons, opened essential oils and reed diffusers cannot be returned unless they are faulty.

6.2 Damaged, faulty or wrong items: if your order arrives damaged, faulty, or is not what you ordered, please email us within 3 days of delivery with your order number and a photo of the item. We will send a replacement at no cost to you, including postage.

6.3 Undelivered orders: if an order is lost in delivery, we will send a replacement.

6.4 Out-of-stock items: if a product becomes unavailable after you order, we will refund you in full for that product.

 

7. How refunds are paid

7.1 Approved refunds are paid to your original payment method (credit/debit card, FPX online banking, DuitNow or e-wallet).

7.2 Timing: online shop refunds (for change-of-mind returns and out-of-stock items) are processed within 14 days of our approval, or of receiving the returned item. Payments charged twice or in error are refunded within 14 days.

7.3 The time it takes for the refund to appear in your account depends on your bank or card issuer.

7.4 Where a refund cannot be returned to the original payment method, we will pay it by bank transfer to an account in your name. We will ask you for the bank details we need.

7.5 Refunds are made in Malaysian Ringgit (RM), for the amount you paid.

 

8. How to request a refund

Email feedback@thaioasis.com.my or call 05-253 8966 with:

• your name and phone number;

• your booking or order number; and

• the reason for your request (with a photo, for damaged or wrong items).

• If you are using a voucher or package, please call your outlet before booking.

For booking cancellations and rescheduling, you can also contact your outlet directly.

 

9. Your legal rights

Nothing in this policy limits your rights under the Consumer Protection Act 1999 or any other Malaysian law.

 

 

Delivery Policy

Effective date: 13 October 2026

This policy explains how and when we deliver products bought from the Thai Oasis online shop, and how services, vouchers and packages are provided. It forms part of our Terms & Conditions.

 

1. Summary

• Online shop products (essential oils, reed diffusers) – Delivered by courier to your address in Malaysia. Free delivery. – Dispatched within 2 working days; allow at least 5 working days for delivery after dispatch

• Digital vouchers and gift cards – Sent by email, WhatsApp or the Thai Oasis app – Within 1 to 3 working days of purchase

• Treatments, packages and booking deposits – Services are provided at our outlets. Nothing is delivered to your address. – On your booked appointment date

 

2. Where we deliver

2.1 We deliver to addresses within Malaysia only, including Sabah, Sarawak and Labuan.

2.2 We do not deliver outside Malaysia.

 

3. Delivery charges

Delivery is free on all online shop orders within Malaysia. If this changes, any delivery fee will be shown clearly at checkout before you pay.

 

4. Delivery times

4.1 Orders are packed and dispatched within 2 working days after payment is confirmed. Working days are Monday to Friday, excluding public holidays.

4.2 After dispatch, please allow at least 5 working days for delivery.

4.3 Delivery may take longer to Sabah, Sarawak and Labuan, to remote areas, during festive seasons, or because of courier delays outside our control.

4.4 Delivery times are estimates. We will contact you if there is a delay with your order.

 

5. Order confirmation and tracking

5.1 After payment, you will receive an order confirmation email with your order number.

5.2 If you would like an update on your order, please email us with your order number.

 

6. Your delivery address

6.1 Please check that your delivery address and phone number are correct before you pay.

6.2 If you need to change your address, email us as soon as possible. We can change it only before the order is dispatched.

6.3 If a parcel is returned to us because the address was incorrect or the parcel was not collected, we will contact you to arrange re-delivery.

 

7. Receiving your order

7.1 Please check your parcel when it arrives.

7.2 If an item is damaged, faulty or incorrect, email us within 3 days of delivery with your order number and a photo. We will send a replacement free of charge, as set out in our Refund & Cancellation Policy.

7.3 If your order has not arrived within 10 working days of dispatch, please contact us and we will investigate with the courier.

 

8. Services, vouchers and packages

8.1 Treatments and packages are provided only at our Thai Oasis outlets. They are not delivered to your address.

8.2 Digital vouchers and gift cards are sent by email, WhatsApp or the Thai Oasis app within 1 to 3 working days of purchase. If you have not received yours, please contact us.

 

9. Contact us

Email: feedback@thaioasis.com.my
Tel: 05-253 8966
Please include your order number in all enquiries.