Terms and Conditions for Booking and Cancellation

1. Payment Policy

1.1 We accept the following payment methods:

• Credit card
• Cash
• Bank transfer
• Online payment via our website
• Carlo app

1.2 To confirm a booking, a 30% prepayment of the total service amount is required. This payment secures the reservation and is non-refundable, except in cases of force majeure (e.g., accident or illness, with valid documentation).

1.3 The remaining balance must be paid upon arrival at the session location.

1.4 If the 30% prepayment is not received within the specified timeframe, the appointment will be automatically canceled.

1.5 Payments due after the session that remain unpaid will incur an administrative fee of EUR 10 and a late fee of EUR 5 per day until paid in full.

1.6 We reserve the right to refuse future bookings from clients with outstanding payments.

2. Refund and Return Policy

2.1 Payments are non-refundable unless the service cannot be provided due to circumstances beyond the client’s control (e.g., medical emergencies with valid documentation).

2.2 If Hoolon is unable to provide the service due to unforeseen circumstances, the client may choose between a full refund or a rescheduled appointment.

2.3 Cancellations made less than 24 hours before the scheduled appointment are not eligible for refunds or credits.

2.4 If a client is dissatisfied with the service, they must report the issue within 3 days, and the case will be assessed individually.

3. No-Show and Delay Policy

3.1 A “no-show” is defined as failure to arrive for a scheduled appointment without prior notice.

3.2 No-shows will be charged the full service amount, and the client may be required to prepay for future bookings.

3.3 If a client is more than 10 minutes late without notice, the massage therapist may cancel the appointment and no refund will be issued.

3.4 If the client arrives late and the therapist is able to wait, the session duration will be reduced accordingly. The full amount remains payable.

3.5 If the therapist waits, the waiting time will be billed as service time.

Example: If the client is 1 hour late and receives a 1-hour massage, they will be charged for 2 hours (1 hour waiting + 1 hour massage).

4. Client Conduct and Behaviour Policy

4.1 Clients are expected to behave respectfully toward staff and other clients. Any inappropriate, aggressive, discriminatory, or threatening behavior will not be tolerated.

4.2 If a client engages in inappropriate conduct, the session will be immediately terminated, and no refund will be issued.

4.3 We reserve the right to refuse service to clients who violate this policy or pose a risk to staff or others.

4.4 Sexual Conduct Prohibition: All services provided by Hoolon are strictly professional and therapeutic. Any request, suggestion, or act of a sexual nature—verbal or physical—will result in immediate termination of the session without refund, and may lead to a permanent ban from our services. We reserve the right to report inappropriate behavior to local authorities.

5. Service Quality and Guarantee Policy

5.1 We strive to provide high-quality services tailored to individual needs and expectations. However, results may vary depending on personal factors.

5.2 If a client is dissatisfied with the service, they must notify us within 3 days to discuss possible resolutions.

5.3 We do not guarantee specific outcomes, as results depend on individual conditions and responses to treatment.

5.4 We reserve the right to refuse service if a client’s expectations are unreasonable or not in line with professional standards.

6. Health and Safety Disclaimer

6.1 Clients are responsible for informing us of any medical conditions, allergies, injuries, or other relevant health issues before their session.

6.2 We are not liable for any adverse reactions or injuries resulting from undisclosed health conditions.

6.3 If a client appears to be under the influence of alcohol or drugs, the session will be canceled, and the full amount will be charged.

7. Force Majeure

7.1 Hoolon is not liable for cancellations or delays caused by events beyond our control, including but not limited to natural disasters, government restrictions, power outages, or other unforeseen circumstances.

7.2 In such cases, the client may reschedule the appointment at no additional cost.

8. Privacy and Data Protection Policy

8.1 We collect and process personal data in compliance with the General Data Protection Regulation (GDPR) and applicable laws.

8.2 We only collect the personal data necessary for booking and communication purposes. We do not store sensitive health data beyond what is required for session management.

8.3 Personal data is collected with the client’s explicit consent and will not be used for other purposes.

8.4 Client information will not be shared with third parties unless required by law.

8.5 Clients may request access, correction, or deletion of their data by contacting us at team@hoolonwellness.com.

9. Changes to Terms & Conditions

9.1 We reserve the right to modify these Terms & Conditions at any time. The latest version will always be available on our website or upon request.

9.2 Continued use of our services after changes have been made constitutes acceptance of the updated Terms & Conditions.