Refund Policy

At My Massage, we want every booking to be a great experience. This policy outlines the conditions under which refunds or credits are issued for bookings and platform membership fees processed through Stripe.

Eligibility for a Full Refund

You are eligible to request a full refund under the following circumstances:

• Therapist No-Show: If a therapist fails to attend a confirmed, paid appointment without prior cancellation, you are entitled to a full refund of the session fee.
• Booking Error: If a technical error on our Platform results in a duplicate charge or an incorrect amount being billed, we will correct the charge and issue any applicable refund promptly.
• Cancellation Within Grace Period: If you cancel a booking at least 24 hours before the scheduled session start time, you will receive a full refund or a platform credit, at your option.

When Refunds Are Not Provided

Refunds cannot be issued in the following circumstances:

• You cancel a booking with less than 24 hours' notice before the scheduled session.
• The session was completed as booked and you are dissatisfied with the quality of the massage. Dissatisfaction with service quality should be reported via our review system so we can address it with the therapist.
• You have already used your platform membership benefits for the current billing period.

How to Request a Refund

To request a refund, please email us at contact@my-massage.com with your booking reference number and a brief description of the issue. For therapist no-show claims, please include the date and time of the scheduled session.

Our team will review your request and respond within 3 business days. Approved refunds are processed via Stripe and typically appear on your statement within 5–10 business days depending on your bank.