Terms & Conditions

Last updated: 9 September 2026

Please read these Terms & Conditions carefully before booking or purchasing any service or package from Jemari Jelita Mobile Spa (“JJMS”, “we”, “us”, or “our”). By making a booking, paying a booking deposit, purchasing a package, or proceeding with a service, you acknowledge that you have read, understood, and agreed to these Terms & Conditions.

1. Our Services

Jemari Jelita Mobile Spa provides mobile massage, spa, prenatal, postnatal and confinement care services at customers’ homes or other agreed locations within our available service areas. Our services include, but are not limited to:

• Traditional/full-body massage
• Aromatherapy massage
• Stress-focused massage
• Prenatal massage
• Body scrub (lulur)
• Sauna
• Bertungku
• Facial/totok wajah treatments
• Postnatal and confinement care packages

Services, treatment duration, availability, coverage areas and pricing may vary depending on the service or package selected.

2. Booking & Confirmation

All appointments are subject to availability. A 50% booking deposit is required to secure and confirm a single-session appointment unless otherwise stated. An appointment is considered confirmed only when:

• the required booking deposit has been successfully received; and
• booking confirmation has been issued by JJMS.

The remaining 50% balance is payable upon completion of the session, unless different payment arrangements have been specified for the service or package purchased.

Customers are responsible for ensuring that all booking information provided is accurate, including:

• Name and contact information
• Selected service/package
• Appointment date and time
• Full service address/location
• Relevant health or treatment information

Providing incomplete or incorrect booking information may result in delays, rescheduling or cancellation where the service cannot reasonably be performed.

3. Multi-Session & Confinement Packages

Multi-session, confinement and other package purchases may have different deposit and payment arrangements from single-session bookings. The applicable payment arrangement will be communicated before the package is confirmed.

All multi-session and confinement package purchases are non-refundable once payment has been made, whether the package is unused, partially used or the customer subsequently decides not to complete the remaining sessions.

Customers may request to upgrade to a higher-value package, subject to JJMS approval and availability. Where an upgrade is approved:

• The amount already paid will be credited towards the upgraded package;
• The customer must pay any difference in price;
• No cash refund will be provided;
• Packages cannot be downgraded for the purpose of obtaining a refund or credit for the difference; and
• The upgraded package remains subject to its applicable validity period, scheduling requirements and package conditions.

Failure to complete or redeem all sessions within the applicable package terms does not create an entitlement to a cash refund.

4. Prices & Payment

All prices are stated in Malaysian Ringgit (RM) unless otherwise specified. Prices are subject to change from time to time. Any price revision will not affect a service or package that has already been confirmed and paid at the previous applicable price.

Any additional charges applicable to the customer’s booking will be communicated before confirmation wherever reasonably possible. Payment must be made through the payment methods accepted by JJMS.

5. Travel & Service Coverage

JJMS operates as a mobile service and travels to customers at their confirmed service location. Travel within JJMS’s stated service coverage is included in the listed service price unless otherwise stated.

Locations outside the standard coverage area may:

• Be subject to an additional travel charge;
• Require special arrangements; or
• Be unavailable for service.

Customers must provide an accurate and accessible service address. Customers should notify JJMS in advance of any parking requirements, access restrictions, gated security procedures, unit/access codes or other circumstances that may reasonably delay the therapist’s arrival.

6. Cancellation & Rescheduling

Each confirmed appointment reserves a therapist’s time and may involve scheduling, travel preparation, equipment preparation and other operational arrangements.

48 Hours or More Before the Appointment

Customers may request to reschedule their appointment without forfeiting their booking deposit. The existing deposit may be transferred to the approved replacement appointment, subject to availability.

Between 24 and 48 Hours Before the Appointment

Cancellation will result in the 50% booking deposit being forfeited.

Less Than 24 Hours Before the Appointment

Cancellation will result in the 50% booking deposit being forfeited.

Repeated cancellations or rescheduling requests may be subject to additional booking restrictions or advance-payment requirements at JJMS’s discretion. A request to reschedule is subject to therapist and appointment availability and does not guarantee that the customer’s preferred replacement date or time will be available.

7. Customer No-Show

Customers are responsible for being present, reachable and reasonably ready to receive the service at the confirmed appointment time and location. A customer may be considered a no-show where the therapist has arrived at the confirmed location but the customer:

• Is not present;
• Is unreachable;
• Does not respond to reasonable calls or messages;
• Does not answer the door or provide access to the premises; or
• Is otherwise unavailable for the confirmed appointment.

The therapist will make reasonable attempts to contact the customer and may wait for up to 15 minutes from the confirmed appointment time. Where the customer remains unavailable after reasonable contact attempts and the waiting period, JJMS may classify the booking as a verified customer no-show.

In the event of a verified customer no-show:

• The 50% booking deposit will be fully forfeited.
• The missed appointment will not ordinarily be replaced, credited or refunded.

Exceptional circumstances may be reviewed by JJMS on a case-by-case basis. Any exception granted does not create an obligation for JJMS to provide the same exception for future bookings.

8. Customer Late Arrival / Delay

Customers are encouraged to be ready at the confirmed appointment time. Where a delay is caused by the customer, the treatment may need to be shortened to prevent disruption to subsequent appointments. The original service price will continue to apply where a session is shortened because of a customer-caused delay.

Where reasonably possible, the therapist may accommodate a minor delay. However, extending the appointment beyond its originally allocated period cannot be guaranteed. A significant delay that prevents the therapist from reasonably performing the booked service may be treated as a late cancellation or no-show depending on the circumstances.

9. Refund Policy

Booking deposits forfeited under the Cancellation, Rescheduling or No-Show provisions are non-refundable.

Where JJMS is responsible for cancelling an appointment and an alternative appointment cannot reasonably be arranged, the customer may be entitled to an applicable refund. Where a refund is approved, it will be processed using an appropriate payment method within the timeframe communicated by JJMS. Any non-refundable payment processing or payment gateway charges already incurred may be deducted from an eligible refund where applicable.

Multi-session and confinement packages are non-refundable, whether unused or partially used. Customers wishing to change a multi-session package may request an upgrade to a higher-value package in accordance with Section 3.

10. Health Disclosure & Treatment Suitability

Customers are responsible for disclosing relevant information that may affect treatment suitability or safety before treatment begins. This may include:

• Pregnancy;
• Existing medical conditions;
• Recent surgery or medical procedures;
• Injuries;
• Allergies or skin sensitivities;
• Medication or treatment that may affect massage suitability; or
• Any other relevant health concern.

JJMS or the assigned therapist may modify, postpone, decline or discontinue a treatment where proceeding is considered unsuitable or unsafe based on the information provided or circumstances observed. Customers may be advised to obtain appropriate medical clearance before proceeding where necessary.

11. Therapist Assignment

Appointments may be performed by:

• JJMS in-house therapists; or
• Independent freelance therapists engaged by Jemari Jelita Mobile Spa.

Therapist assignment may be based on:

• Therapist availability;
• Customer location;
• Required service;
• Scheduling;
• Therapist suitability for the treatment; and
• Other reasonable operational considerations.

JJMS will make reasonable efforts to accommodate a customer’s therapist preference where requested, but a specific therapist cannot be guaranteed unless expressly confirmed. A confirmed booking is with Jemari Jelita Mobile Spa for the selected service, rather than a guarantee of a particular individual therapist, unless otherwise expressly agreed.

12. Therapist Delay, Unavailability or JJMS Cancellation

As JJMS provides mobile services, travel may occasionally be affected by circumstances such as traffic, weather, emergencies or other unforeseen events. Where a therapist expects to be delayed, reasonable efforts will be made to inform the customer and provide an updated estimated arrival time.

Where JJMS is unable to fulfil a confirmed appointment due to therapist unavailability or circumstances within our control, the customer’s booking deposit will not be forfeited. Depending on the circumstances, JJMS may:

• Assign another suitable therapist;
• Offer an alternative appointment; or
• Provide an applicable refund where the appointment cannot reasonably be fulfilled.

Customers will not be subjected to the customer cancellation/no-show penalty where the inability to perform the appointment is attributable to JJMS.

13. Customer Conduct & Therapist Safety

Customers must provide a safe, appropriate and reasonably private environment in which the booked treatment can be performed. Customers and any other individuals present at the service location must behave respectfully towards the therapist.

JJMS maintains zero tolerance for conduct including:

• Sexual harassment or inappropriate requests;
• Verbal abuse;
• Threatening behaviour;
• Physical aggression or intimidation;
• Harassment;
• Unsafe premises or circumstances; or
• Any behaviour that reasonably compromises the therapist’s safety or professional boundaries.

A therapist may decline to begin, pause or immediately discontinue a treatment and leave the premises if they reasonably believe their safety or wellbeing is at risk. Where a treatment cannot proceed or is terminated because of inappropriate or unsafe customer conduct, the booking may be considered forfeited and non-refundable.

14. Treatment Duration

Treatment durations stated by JJMS refer to the approximate treatment/service duration, unless otherwise specified. Reasonable preparation, setup, customer consultation, changing time and packing of equipment may occur before or after the treatment period depending on the service.

Customers should provide sufficient space and reasonable access for the therapist to set up and perform the service. Treatment may be modified or discontinued where safety, health concerns, customer comfort or other circumstances make it inappropriate to continue.

15. Changes to Booking Details

Requests to change the:

• Service;
• Package;
• Date;
• Time;
• Location; or
• Other material booking details

are subject to JJMS approval and availability. Changes that affect travel distance, therapist assignment, service duration or service value may result in an adjustment to the amount payable. JJMS reserves the right to decline a requested change where it cannot reasonably be accommodated.

16. Limitation of Liability

Customers are responsible for providing accurate and relevant information before receiving treatment. JJMS will not be responsible for consequences arising from relevant medical conditions, injuries, allergies or other material information that the customer failed to disclose before treatment, subject always to applicable law.

JJMS is not responsible for delays or service interruptions caused by circumstances reasonably outside its control, including severe traffic conditions, weather, emergencies or other unforeseen circumstances. Any limitation or exclusion of liability under these Terms & Conditions applies only to the extent permitted by applicable law.

17. Changes to These Terms & Conditions

JJMS may update these Terms & Conditions from time to time to reflect changes to services, prices, policies, booking procedures or operational requirements. The applicable Terms & Conditions will be those made available or communicated in connection with the relevant booking or purchase.

Where a material change affects an already confirmed booking, JJMS will handle the booking according to the terms applicable when the booking was confirmed unless otherwise agreed with the customer.

18. Contact Us

For booking enquiries, rescheduling, cancellations or questions regarding these Terms & Conditions, please contact:

Jemari Jelita Mobile Spa
Business Registration No.: 003866261-M
WhatsApp: +6016-3532948
Email: jemarijelitamobilespa@gmail.com