Refund and Cancellation Policy
SECTION 1 — PURPOSE AND SCOPE
This Policy sets out the rules and conditions relating to Booking cancellations, appointment rescheduling, No Shows, refund requests, and circumstances in which a booked service cannot be provided in respect of products, programmes, packages, or services purchased or booked through the Zmootz platform.
Zmootz operates as a digital marketplace and intermediary platform for the discovery, comparison, contact, booking, payment, and transaction coordination of health, wellness, and recovery-related products and services offered by Service Providers participating on the Platform.
The relevant Service Provider determines the details, programme, procedures, duration, price, validity period, restrictions, and conditions applicable to the service and is responsible for the actual provision of the service.
This Policy constitutes Zmootz's standard policy unless a specific product or service is subject to specific conditions that have been displayed or communicated to the Customer before confirmation of the Booking.
Where specific conditions differ from this Policy, the specific conditions shall apply to the extent of the difference, provided that such conditions shall not exclude or restrict any consumer right protected under applicable law.
Where a product or service is subject to consumer protection legislation, a notification of the Committee on Contracts, or other specific legislation prescribing rights relating to contract termination, cancellation, refunds, or refund periods, the applicable law or notification shall prevail to the extent that it differs from or grants greater protection than this Policy.
SECTION 2 — DEFINITIONS
“Customer” means a person who purchases, makes payment for, or makes a Booking through Zmootz.
“Service User” means a person confirmed as entitled to receive a service under a Booking and may be the Customer or another person entitled to receive the service under the applicable product or service conditions.
“Service Provider” or “Provider” means a hospital, clinic, health establishment, wellness centre, wellness resort, or other operator that provides a product or service to a Service User.
“Booking” means a purchase, booking, or reservation of rights in respect of a product or service made through Zmootz.
“Appointment Time” means the confirmed date and time for receipt of the relevant service.
“Validity Period” means the period during which the right to use or receive the relevant product or service may be exercised, as determined by the Service Provider and displayed in the product details, applicable conditions, or Booking Confirmation.
“Rescheduling” means changing the date or time of an existing Booking without cancelling the Booking.
“No Show” means the failure of a Service User to attend the confirmed appointment on the confirmed date and time without giving notice of cancellation or requesting Rescheduling in accordance with the applicable procedure and time requirements.
“Reasonable Grounds for Cancellation” means a necessary circumstance, emergency, or event directly affecting the Service User's ability to receive the service in accordance with this Policy.
“Eligible Refund Amount” means the amount actually paid by the Customer for the portion of the Booking confirmed as refundable under this Policy, applicable specific conditions, or applicable law.
“Business Day” means Monday to Friday, excluding public holidays and statutory holidays in Thailand.
SECTION 3 — PRODUCT OR SERVICE CONDITIONS
3.1 The details, programme, procedures, duration, price, Validity Period, restrictions, conditions for receiving the service, and specific service conditions are determined by the relevant Service Provider.
3.2 Customers should review the details and conditions of the relevant product or service before confirming a Booking.
3.3 The Service Provider is responsible for the accuracy, completeness, and currency of information supplied by it to Zmootz and for the actual provision of the service, professional standards, licences, and compliance with applicable law.
3.4 Zmootz may review information and documentation in accordance with its internal procedures before allowing a product or service to be offered through the Platform. Such review does not constitute a guarantee of service outcomes or an assumption of the Service Provider's responsibility.
SECTION 4 — RESCHEDULING BEFORE CANCELLATION
4.1 If a Service User is unable to attend at the confirmed Appointment Time, the Service User should first submit a request to reschedule the appointment.
4.2 A change of mind, change of plan, or general inconvenience does not automatically give rise to a right to cancel or receive a refund unless the specific conditions of the product or service or applicable law provide otherwise.
4.3 A Customer or Service User may submit a cancellation request where Reasonable Grounds for Cancellation exist under Section 5.
4.4 Submission of a request does not constitute automatic approval of cancellation or a refund unless applicable law expressly grants such a right.
SECTION 5 — REASONABLE GROUNDS FOR CANCELLATION
Circumstances that may be taken into consideration include:
(1) acute illness, serious illness, or a health condition preventing the Service User from receiving the service;
(2) an accident directly affecting the Service User's ability to travel to or receive the service;
(3) a natural disaster, public emergency, declaration of a state of emergency, area closure, or another circumstance beyond the Service User's reasonable control that directly affects the ability to receive the service;
(4) the death or serious illness of an immediate family member that directly prevents the Service User from receiving the service;
(5) another necessary circumstance preventing the Service User from receiving the service, supported by facts, information, or reasonable evidence requested by Zmootz or the Service Provider to the extent necessary for consideration of the request; or
(6) another circumstance that the Service Provider and/or Zmootz considers appropriate for case-by-case review, having regard to the facts, seriousness of the circumstances, direct connection with the inability to receive the service, applicable product or service conditions, and applicable law.
Zmootz and/or the Service Provider may request a medical certificate, hospital or healthcare documentation, police report, official documentation, or other evidence to the extent necessary and reasonable in the circumstances.
The circumstances specified in this Section are matters that may be taken into consideration and do not guarantee automatic approval of cancellation or a refund unless applicable law provides a specific right.
SECTION 6 — CANCELLATION BY A CUSTOMER OR SERVICE USER
6.1 Cancellation more than 72 hours before the Appointment Time
Where Reasonable Grounds for Cancellation under Section 5 exist, the Customer may be eligible for a refund of up to one hundred percent (100%) of the Eligible Refund Amount, subject to the applicable product or service conditions, the outcome of the review, and applicable law.
6.2 Cancellation between 24 and 72 hours before the Appointment Time
Where Reasonable Grounds for Cancellation under Section 5 exist, the Customer may be eligible for a refund of up to fifty percent (50%) of the Eligible Refund Amount, subject to the applicable product or service conditions, the outcome of the review, and applicable law.
6.3 Cancellation less than 24 hours before the Appointment Time
As a general rule, no refund will be available unless the cancellation results from an emergency or serious circumstance that could not reasonably have been anticipated or avoided, the Service Provider approves the request in accordance with the conditions applicable to the Booking, or applicable law provides otherwise.
6.4 No Show
If a Service User fails to attend the service on the confirmed date and at the confirmed Appointment Time and has not given notice of cancellation or requested Rescheduling in accordance with the applicable procedure and time requirements, the Service User will be treated as a No Show.
As a general rule, a Customer is not entitled to a refund in the case of a No Show because the Service Provider may have reserved time, personnel, premises, equipment, or other resources for the relevant Booking.
However, where the No Show results from an emergency, force majeure event, or serious circumstance beyond the Service User's control that reasonably prevented the Service User from providing advance notice of cancellation or requesting Rescheduling, the Customer or Service User may submit a request for special case consideration by Zmootz and/or the Service Provider together with relevant information, documents, or supporting evidence.
Special case consideration may result in Rescheduling, a partial refund, or a refund to the extent of the Customer's entitlement, having regard to the facts, evidence, product or service conditions, Service Provider conditions, and applicable law.
6.5 Calculation of Notice Periods
The calculation of cancellation notice periods shall be based on the Appointment Time confirmed in the system or the relevant Booking Confirmation.
The date and time on which Zmootz receives a request through a channel designated by Zmootz shall be treated as the date and time of notice.
Notice given directly to a Service Provider may not constitute notice to Zmootz until Zmootz receives or confirms the relevant information. This provision does not prejudice any right of the Customer under applicable law.
SECTION 7 — RESCHEDULING
7.1 A Service User may request Rescheduling up to two (2) times per Booking.
Each new appointment date must fall within the Validity Period of the relevant product or service.
7.2 Rescheduling at least 48 hours in advance
A Service User may request Rescheduling without a rescheduling fee up to two (2) times per Booking.
Rescheduling is subject to the Validity Period, appointment availability, Service Provider capacity, and confirmation by the Service Provider.
7.3 Rescheduling less than 48 hours in advance
Approval is subject to the applicable product or service conditions, availability, and the Service Provider's consideration.
Zmootz will assist with coordination but does not guarantee approval of the request.
Where approved, the Rescheduling will count as one of the maximum two permitted Rescheduling requests unless the Service Provider expressly confirms otherwise.
7.4 Effect on the Validity Period
Rescheduling does not restart the Validity Period, extend the expiry date, or automatically create a new Validity Period.
The fact that a Service User has not used both permitted Rescheduling requests does not extend the Validity Period.
Any extension of the Validity Period is subject to the conditions and approval of the Service Provider or applicable law.
7.5 After two Rescheduling requests have been used
Once a Service User has used both permitted Rescheduling requests, no further Rescheduling entitlement exists under this standard Policy.
An additional request may be considered on a case-by-case basis subject to the applicable conditions, availability, and approval of the Service Provider.
Use of both Rescheduling requests or inability to reschedule further does not automatically create a right to cancel or receive a refund unless applicable law provides otherwise.
SECTION 8 — SERVICE PROVIDER CANCELLATION OR INABILITY TO PROVIDE THE SERVICE
8.1 Where the Service Provider cancels or is unable to provide the service under the Booking, the Service Provider has primary responsibility for taking appropriate action in accordance with the applicable product or service conditions and applicable law.
8.2 Available remedies may include arranging a new appointment, providing a substitute or alternative service with the Customer's or Service User's consent, or providing a refund to the extent of the Customer's entitlement.
8.3 Zmootz will coordinate and assist with implementation of the confirmed resolution.
8.4 Rescheduling resulting from the Service Provider will not count towards the Service User's two permitted Rescheduling requests.
SECTION 9 — FORCE MAJEURE OR CIRCUMSTANCES BEYOND THE SERVICE PROVIDER'S CONTROL
Where a force majeure event, emergency, natural disaster, premises closure, disruption, or other circumstance beyond the Service Provider's reasonable control prevents the provision of the service, the Service Provider has primary responsibility for considering and taking appropriate action in accordance with the applicable product or service conditions and applicable law.
Zmootz will receive the matter, communicate relevant information, and coordinate between the Customer or Service User and the Service Provider.
Such coordination does not constitute Zmootz's assumption of the Service Provider's liability unless the loss or damage results from Zmootz's own act or omission or applicable law provides otherwise.
SECTION 10 — INCOMPLETE SERVICE
10.1 Where a Service User believes that the service received was incomplete when compared with the Booking, the Service User should notify Zmootz promptly and, where reasonably practicable, within twenty-four (24) hours after completion of the service, together with relevant information or supporting evidence.
10.2 Failure to provide notice within that period does not extinguish any consumer right available under applicable law. However, delay may affect the ability to investigate the relevant facts.
10.3 Zmootz will coordinate with the Service Provider to investigate the circumstances.
10.4 Where it is confirmed that a part of the booked service was not provided, the Customer may be entitled to a proportional refund for the unprovided portion or another appropriate remedy in accordance with the applicable conditions, facts, and applicable law.
SECTION 11 — ZMOOTZ SYSTEM DISRUPTION
11.1 Where a system under Zmootz's direct control experiences a disruption and an investigation confirms that the disruption directly prevented the Customer or Service User from exercising the rights under the Booking, Zmootz will investigate and take corrective action or coordinate an appropriate resolution.
11.2 The action taken may include correcting the Booking, coordinating Rescheduling, providing an alternative, or arranging a refund to the extent of the applicable entitlement.
11.3 Zmootz is not responsible for disruption of a bank, card issuer, payment service provider, telecommunications network, user device or internet connection, or third-party system beyond Zmootz's reasonable control unless applicable law provides otherwise.
SECTION 12 — REQUEST SUBMISSION PROCEDURE
12.1 A Customer or Service User should notify Zmootz as soon as the Customer or Service User becomes aware of circumstances that may prevent attendance at the service.
12.2 Where advance notice cannot be provided because of an emergency or serious circumstance, the request must be submitted as soon as reasonably practicable and, as a general rule, no later than forty-eight (48) hours after the Appointment Time, unless there are reasonable grounds preventing submission within that period.
12.3 Requests and evidence may be submitted through the channels designated by Zmootz.
12.4 Zmootz and/or the Service Provider may request additional information or evidence as necessary and reasonable for consideration.
12.5 Health-related information or supporting documents will be processed in accordance with the Privacy Policy and applicable personal data protection laws.
SECTION 13 — CONSIDERATION AND REFUNDS
13.1 The submission of a refund request does not constitute automatic approval of a refund unless applicable law expressly grants such a right.
13.2 The right to a refund will be determined based on the grounds of the request, notice period, product or service conditions, facts, evidence, information from the Service Provider, and applicable law.
13.3 The Eligible Refund Amount is calculated from the actual amount paid by the Customer for the portion of the Booking that is approved or eligible for a refund.
13.4 Fees, penalties, or expenses may be deducted from the refund amount only where there is a basis under the conditions communicated to the Customer prior to confirming the transaction and where permitted by law.
13.5 Points, coupons, Vouchers, or benefits cannot be claimed as cash refunds. The return of points shall be governed by the Membership Terms and applicable programme conditions.
13.6 Standard Refund Period
For approved refund requests that are not subject to a specific statutory refund period, Zmootz will process or coordinate the refund within approximately thirty (30) to forty-five (45) Business Days from the date the request is approved and Zmootz has received all necessary information, documents, and details in complete form.
This period is the Platform's standard timeframe and may be affected by the payment channel, bank, card issuer, payment service provider, or other circumstances beyond Zmootz's reasonable control.
If a specific law or notification prescribes a shorter or different refund period, or specifically determines the commencement of the period, the period and calculation method under such law or notification shall apply.
13.7 Refund Method
Refunds will be processed through the original payment channel to the extent practicable.
If a refund cannot be processed through the original channel, Zmootz may request additional information to process or coordinate the refund through an appropriate, secure, and verifiable alternative method.
SECTION 14 — SPECIFIC PROVISIONS FOR BEAUTY SERVICE BUSINESSES
14.1 Scope of Application: This section applies specifically to products, programmes, packages, or services that qualify as a beauty service business under the Notification of the Committee on Contracts or applicable law. The product name, trade name, or category displayed on the Platform does not determine or exclude the application of the law if the nature of the service or facts of the transaction meet the legal elements.
For clarity, the term “consumer” in this section refers to the Customer or Service User (as applicable), as defined in Section 2, who enters into a contract for beauty services in the capacity of a consumer under the Consumer Protection Act.
14.2 Right of Termination within Seven Days: If the consumer has not yet used the service and exercises the right to terminate the contract within seven (7) days from the date the law stipulates for the commencement of the period, or within any other period prescribed by law, the consumer has the right to terminate the contract unconditionally and receive a full refund in accordance with the law. The right under this clause does not require Reasonable Grounds under Section 5 and is not subject to the cancellation table under Section 6, to the extent the law provides otherwise.
14.3 Right to Proportional Refund: The consumer has the right to receive a proportional refund for unused services in cases and according to the criteria prescribed by law, which may include the following circumstances:
(1) The business operator ceases operation, closes for renovation, or relocates, and the consumer cannot use the service at another location or branch;
(2) There is a medical certificate confirming that continuing the beauty service may cause danger to the consumer's health or body;
(3) The right to provide the service is transferred to a third party without the consumer's consent;
(4) The business operator is unable to provide the service as contracted;
(5) The provision of service is unreasonably delayed;
(6) The provision of service causes danger to the consumer and the service cannot be rectified within the period prescribed by law.
The calculation of the refund amount shall be proportionate to the services not yet used by the consumer and the criteria under applicable law.
14.4 Statutory Refund Periods: Where the refund is paid by cash, transfer, or cheque, and the law requires the refund within fifteen (15) days from the termination of the contract, such period shall apply instead of Zmootz's standard refund period. Where the refund is processed via credit card, and the law requires the refund within forty-five (45) days from the termination of the contract, such period shall apply. The standard period of thirty (30) to forty-five (45) Business Days under Section 13.6 shall not apply where the law specifically prescribes a refund period.
14.5 Service Provider's Contract: If the law requires a beauty service operator to prepare and deliver a contract to the consumer, the Service Provider has the duty to prepare, use, and deliver a contract containing the texts and particulars required by law. Zmootz's Payment Confirmation, Order Confirmation, or Booking Confirmation does not substitute the beauty service contract that the Service Provider is legally required to prepare, unless such documents and processes fully comply with legal requirements.
14.6 Precedence of Consumer Rights: No Refund clauses, restrictions on cancellation notice periods, refund tables, rescheduling rights, or specific conditions of Zmootz or the Service Provider shall not be used to exclude, limit, or prejudice consumer rights prescribed for beauty service businesses. If there is a conflict between this section and other sections of the Policy, this section and applicable law shall prevail to the extent the law specifically grants rights to consumers.
SECTION 15 — SERVICE CLASSIFICATION AND SPECIFIC CONDITIONS
15.1 Zmootz may review the category of a product or service before allowing it to be offered or booked through the Platform to determine which specific laws or notifications apply.
15.2 The Service Provider is responsible for providing accurate, complete, and current information regarding the nature of the service, procedures, number of sessions, duration, objectives, limitations, licences, professional practitioners, and conditions of service.
15.3 If the information or facts of the service cause it to fall under a specific law or notification, the provisions of such law shall apply to the extent applicable, even if the service details page or Zmootz's system has not yet displayed a label for such service category.
15.4 Zmootz may suspend, hide, or stop accepting Bookings for services where the service category, necessary information, or conditions required for legal compliance cannot yet be confirmed.
SECTION 16 — SERVICES SUBJECT TO OTHER SPECIFIC LAWS OR NOTIFICATIONS
Certain products or services may be subject to consumer protection laws, healthcare facility laws, healthcare professional laws, notifications of the Committee on Contracts, or other specific laws.
If the law specifically prescribes rights of termination, refunds, proportional fee returns, refund periods, or particulars to be displayed in a contract or evidence, the Service Provider and Zmootz shall perform their respective duties under applicable law.
The conditions of the product, Service Provider, or this Policy may not be used to exclude or limit the rights granted to consumers by law.
SECTION 17 — COMPLAINTS AND DISPUTE RESOLUTION
17.1 Customers or Service Users may contact Zmootz to submit requests, inquiries, or complaints regarding Bookings, cancellations, Rescheduling, or refunds through the channels designated by Zmootz.
17.2 Zmootz will receive the matter and conduct an initial review based on the nature of the issue, relevant information, and evidence, and may coordinate with the Service Provider or relevant persons as necessary.
17.3 Zmootz will acknowledge receipt or provide information on the process through an appropriate channel and will communicate the outcome or progress within a reasonable period based on the nature and complexity of the matter.
17.4 Submitting a complaint to Zmootz does not prejudice the Customer's or Service User's right to complain to a competent authority or exercise rights under applicable law.
SECTION 18 — GOVERNING LAW
This Policy is governed by and shall be construed in accordance with the laws of the Kingdom of Thailand.
Nothing in this Policy is intended to exclude consumer rights, limit liability that cannot lawfully be limited, or exclude obligations that cannot lawfully be excluded.
SECTION 19 — CONTACT INFORMATION
Zmootz Vive Co., Ltd.
343/4-5 Khlong Lam Chiak Road, Nuan Chan Subdistrict, Bueng Kum District, Bangkok 10230, Thailand
Email: support@zmootz.com | Website: www.zmootz.com | LINE Official Account: @zmootz