Refund and Payment Policy for Kamalaya Spa Network

1. General Provisions

This policy regulates the conditions for refunds as well as cases in which a client may refuse to pay for a service. We strive to provide a high level of service, and this policy is designed to protect the interests of both clients and the spa.

2. Important Information About Client Health

The client must inform the administrator or therapist before the procedure about any past surgeries, chronic diseases, contraindications, or other health conditions that may affect the safety and effectiveness of the procedure.

Absolute Contraindications (Massage is Prohibited)

Acute inflammatory processes (flu, ARVI, fever, high temperature).
Infectious diseases (tuberculosis, skin infections, herpes in the active stage).
Malignant tumors (oncology, suspected cancer).
Bleeding and tendency to bleed (including menstruation with severe pain or heavy flow).
Thrombosis, thrombophlebitis (risk of thrombus detachment).
Aneurysms of blood vessels (high risk of rupture).
Mental disorders (epilepsy, psychosis, schizophrenia in acute form).
Acute heart diseases (heart attack, heart failure, hypertensive crisis).
Purulent inflammations (boils, abscesses, carbuncles).
Severe osteoporosis (risk of fractures).

Relative Contraindications (Massage is Possible with Doctor’s Approval)

Pregnancy (especially in the first trimester; massage is possible only by a prenatal massage specialist).
Hypertension (massage is contraindicated if blood pressure is above 160/100; mild relaxing massage and foot massage are possible with moderate hypertension).
Varicose veins (massage is prohibited in the varicose area but possible in other zones).
Diabetes mellitus (massage is possible but should be done with caution, especially in diabetic angiopathy).
Recent surgeries and injuries (massage is possible only after complete healing of stitches and with doctor’s approval, approximately 6 months after surgery).
Non-inflammatory skin diseases (psoriasis, eczema in remission – massage is allowed outside the affected areas).
Spinal hernias (massage is possible but only by an experienced specialist and without strong pressure).
Menstruation (if experiencing severe pain and heavy bleeding, massage is contraindicated; otherwise, it is possible with caution).

In some cases, the therapist or administrator may recommend declining the service or offering an alternative option. If the client does not inform about such conditions in advance, the salon is not responsible for any possible negative consequences.

3. Conditions for Refunds

3.1. Erroneous Charge

Double charge or incorrect amount charged.
Payment for a service that was not provided due to the salon’s fault.

3.2. Inability to Provide the Service

If the service cannot be provided due to the salon’s fault (absence of a therapist, technical issues, etc.), the client may:

Reschedule the appointment for another time.
Receive a full refund.

4. Conditions Under Which a Client May Refuse a Service Without Payment

4.1. Client’s Poor Health

If, within the first 15 minutes of the procedure, the client feels unwell and decides to discontinue the service, no payment is required.

4.2. Service Quality Issues

If within the first 15 minutes the client believes that the service is not being performed properly, they may refuse it without payment.
If a quality complaint arises after the procedure is completed, the client may file a complaint. The administration will review the situation and decide on possible compensation.

4.3. Improper Behavior of Staff

If, during the procedure, the client experiences rudeness, improper behavior, or unethical treatment by the staff, they may refuse the service without payment.

4.4. Improper Behavior of the Client

If the client behaves rudely, disrupts the therapist’s work in any way, or requests services outside the salon’s offerings, the therapist may stop the procedure before completion. If more than 50% of the session has been completed, full payment is required.

5. Refund and Complaint Procedure

A refund request must be submitted to the salon administrator in writing or via email/messenger.
The administration will review the request within 3 working days.
If approved, the refund will be issued through the same payment method within 5–7 working days or according to bank regulations.

6. Exceptions

Refunds and service refusals are not provided if:

The client completed the service and raised a complaint only after its completion without objective proof of poor quality.
The client failed to disclose contraindications, chronic diseases, or past surgeries that could have affected the procedure.
The client was more than 15 minutes late, and the service was shortened or canceled.
The client changed their mind or decided they simply “did not like it” after the therapist completed the full service time.

7. Final Provisions

By booking a service at Kamalaya Spa, the client agrees to these terms. The policy is designed to ensure a comfortable and safe service experience for all guests.

8. Payment Terms

8.1. Payment Methods and Process

Payment for products in our online store can be made in one of the following ways: using VISA, Maestro, or MasterCard payment cards that support Internet payments. Card payments are processed in cooperation with AllSecure doo and Erste Bank AD Podgorica in a secure and certified manner via the AllSecure Payment Gateway, by simply entering the payment card details.

After the card details are entered and the payment is confirmed, the bank authorizes the transaction and the amount is charged from your account immediately. Our online store sells vouchers in electronic form, so there is no physical shipping — a confirmation with the order details is sent to the email address you provided at checkout as soon as the payment succeeds.

If the bank declines the authorization, the payment is not completed, no funds are taken from your account and the order remains unpaid. In that case you can repeat the payment or use a different card.

Please check with the bank that issued your card whether your card supports Internet payments.

8.2. Payment Card Data Protection

When entering payment card details, confidential information is transmitted over the public network in a protected (encrypted) form using the SSL protocol, applying the most advanced methods of sensitive data tokenization, and in accordance with PCI-DSS standards. At no point are the payment card details available to the merchant.

3D Secure protection for all merchants and customers — AllSecure Payment Gateway uses the highest global standards of data protection and privacy. All merchants using AllSecure Payment Gateway are automatically enrolled in 3D-Secure protection, which guarantees customers the security of their purchases. Customer payment card numbers are not stored on the merchant’s system, and the entry itself is protected by SSL data encryption.

PCI DSS Standards — AllSecure Payment Gateway is constantly aligned with all requirements of card organizations in order to increase the level of security for merchants and customers. From 2005 to the present day, without interruption, the system has been certified as PCI-DSS Level 1, which represents the highest standard in the industry. The PCI Data Security Standard (PCI-DSS) is a standard that defines the necessary security measures for processing, storing, and transmitting sensitive card data. PCI Standards protect sensitive cardholder data throughout the entire payment process: from the moment of data entry at the merchant’s point of sale, during communications between the merchant and relevant banks and card organizations, as well as the subsequent storage of such data.

8.3. Refund of Funds

In case of a refund to a customer who has previously paid with one of the payment cards, partially or in full, and regardless of the reason for the refund, such refund is made exclusively via the same VISA, Maestro, or MasterCard card that was used for payment. This means that our bank, at our request, will make a refund to the cardholder’s account.

8.4. Currency Conversion Statement

All payments will be effected in Euro (€). If the payment is done using foreign issuers’ payment cards, the total amount of the transaction will be converted into the cardholder’s local currency, according to the current exchange rate of Visa/Mastercard.