--- title: "Booking, Changes, Cancelling and Late Arrival: The Rules" description: "Change or cancel free until 12 hours before. Packages and bookings for two need a 30% deposit. 15 minutes late still ends on time; past 30 is cancelled." canonical: https://spa.thenexova.cloud/en/booking-and-cancellation lang: en last-updated: 2026-10-05 --- # Changes, cancelling and lateness, written plainly > Change or cancel free until 12 hours before. Packages and bookings for two need a 30% deposit. 15 minutes late still ends on time; past 30 is cancelled. Nguồn / Source: https://spa.thenexova.cloud/en/booking-and-cancellation Change or cancel free until 12 hours before. Packages and bookings for two need a 30% deposit. 15 minutes late still ends on time; past 30 is cancelled. Updated 5 Oct 2026 ![Two hands spoon dry tea leaves into a white porcelain pot on a pale wooden tray, a cup and a small bowl of leaves beside it, on a white table](/_astro/tea.NDtN2J8i_QJmz1.jpg) Every rule for booking, deposits, changes, cancelling and lateness. These are Lụa Spa's own house rules, not legal requirements. ## Booking and confirmation - Book at least 3 hours and up to 45 days ahead. Walk-ins are welcome when a therapist is free. - Choose a named therapist, or “female”, “male” or “any”. We never swap the person you chose without calling you first. - Your request is **pending** until confirmed. The front desk calls or messages you on Zalo to confirm within opening hours, within 30 minutes if the start is less than 3 hours away. - Your time is held for 2 hours while it is pending. If we cannot confirm with you in that time, the slot is released and we tell you. - If you have a gift card or membership code, put it in the note; the front desk checks it when confirming. - The For Two package needs the double room and two therapists free at once, so it always waits for the front desk to confirm. ## Deposits No deposit for one person and a session up to 120 minutes. A 30% deposit for packages of 135 minutes or more and for any booking for two; it counts against the bill. | Session | Price | 30% deposit | Paid at the spa | | ------------------------------------------------ | ------------- | ----------- | --------------- | | Light Afternoon (Gói Chiều Nhẹ), 150 minutes | 1,490,000 VND | 447,000 VND | 1,043,000 VND | | Still (Gói Tĩnh), 165 minutes | 1,790,000 VND | 537,000 VND | 1,253,000 VND | | For Two (Gói Hai Người), 135 minutes, two people | 2,290,000 VND | 687,000 VND | 1,603,000 VND | The deposit is paid by bank transfer: the front desk sends account details after confirming your booking. Nothing is paid on the website. ## Changing and cancelling Call 0963 929 241, message us on Zalo, or use the link in your confirmation. | When | With a deposit | Without a deposit | | ---------------------------------------------------------------------------------------- | ------------------------------------------------------ | ---------------------------------------------------------------------------------- | | More than 12 hours before the start ([card holders](/en/memberships): more than 6 hours) | Free; the deposit moves to the new time or is returned | Free | | Inside the last 12 hours (card holders: last 6 hours) | Half the deposit is kept | A first late cancel is only noted; from the second, we ask for a deposit next time | | No-show | The whole deposit is kept | Treated as a cancel inside 12 hours | Example: cancel For Two inside the last 12 hours and we keep 343,500 VND of the 687,000 VND deposit and return the rest. ## Arriving late - On a first visit, please arrive 10 minutes early. - Up to 15 minutes late: the session still ends at the booked time, unless your therapist has no one after you, in which case it runs its full length. - 16 to 30 minutes late: the session ends at the booked time. - More than 30 minutes late: counted as a cancellation, as in the table above. Example: a 90 minute massage booked 14:00 to 15:30\. You arrive at 14:15: it still ends at 15:30, so you have 75 minutes; if the therapist is free afterwards, it runs to 15:45. ## Age From 16 years old. Under 18, a parent or guardian must be in the building and agree. ## The four boxes we ask about The booking form has a short note and four tick boxes. If you tick any, the request is marked “call before confirming” and the confirmation does not promise the session you picked. We call you, and may suggest another session or ask you to check with your doctor first. - **An open wound or broken skin**, or **a skin condition a doctor is looking after**: no facial. A hair wash or a gentle foot massage is still possible if that area is healthy. - **Pregnant**: no body massage, hot stone or essential oil. Hair wash, foot soak and face massage are fine. - **I react to scents or oils**: no essential oil massage; your therapist uses an unscented base oil. Your answers go only to the therapist for your session (see [privacy](/en/privacy)). Book on the [booking page](/en/book). Why these limits exist: [cancelling and arriving late](/en/journal/spa-cancellation-and-late-arrival). Other questions: [FAQ](/en/faq). ## Choose who, choose when Pick a session, a therapist (or male or female), then a free time. Prices include VAT; no tip. [Book](/en/book)[See prices](/en/pricing)