Service Agreement

To ensure every relaxation experience is seamless, safe, and enjoyable, we kindly ask you to take a moment to review the following terms and guidelines before beginning your treatment.

1. Booking & Cancellation Policy

Arrival: We recommend arriving 10–15 minutes before your appointment. This allows enough time for check-in, enjoying a cup of tea, unwinding, and receiving a consultation before your treatment.
Late arrival: To respect the appointments of our following guests, your treatment time may need to be shortened if you arrive late, while the full service fee will still apply.
Cancellation or rescheduling: If your plans change unexpectedly, please notify VELA SPA at least 2 hours in advance so that we can make the necessary arrangements.

2. Spa Etiquette & Health Guidelines

A tranquil environment: To preserve the peaceful atmosphere for all guests, please set electronic devices to silent or vibration mode and keep conversations at a considerate volume.
Health disclosure: Your safety is our top priority. Please inform your therapist in advance if you are pregnant, have herbal allergies, have recently undergone surgery, or have any blood pressure or cardiovascular concerns.
Personal belongings: Please keep valuables safely in the lockers provided by VELA. VELA SPA shall not be held responsible for loss or damage occurring outside the designated storage area.

3. Service & Payment Policy

Right to refuse service: VELA SPA reserves the right to decline treatment if a guest’s health condition may make the treatment unsafe, or in cases of inappropriate behavior that disrupts the comfort and well-being of others.
Payment: We accept cash, bank cards, and bank transfers. All service prices are publicly listed and do not include tips, which are entirely optional.
Refunds: VELA does not offer refunds for services that have been fully completed.

4. VELA SPA’s Commitment

Quality of ingredients: VELA is committed to using essential oils and herbal products from clearly traceable sources, carefully selected and verified for safety and suitability.
Listening & Resolution: Any concerns regarding service quality will be received directly by our management team, handled transparently, and followed up with an appropriate resolution within 24 business hours.