--- title: "Spa Cancellation and Late Arrival: How Not to Lose a Deposit" description: "Common rules: how much notice, how big a deposit, whether a late arrival shortens the session. Compared with Lụa Spa's rules. Sources and the date read." canonical: https://spa.thenexova.cloud/en/journal/spa-cancellation-and-late-arrival lang: en last-updated: 2026-10-04 --- [Cards, gifts and booking](/en/journal#the) # Spa Cancellation and Late Arrival: How Not to Lose a Deposit > Common rules: how much notice, how big a deposit, whether a late arrival shortens the session. Compared with Lụa Spa's rules. Sources and the date read. Nguồn / Source: https://spa.thenexova.cloud/en/journal/spa-cancellation-and-late-arrival Common rules: how much notice, how big a deposit, whether a late arrival shortens the session. Compared with Lụa Spa's rules. Sources and the date read. [Đỗ Ngọc Hân](/en/therapists/do-ngoc-han) · Founder, skin care · Published 20 Jul 2026 · Updated 4 Oct 2026 · 4 min read ![A round white wall clock without numerals on a pale wall, late sun casting a peach-coloured window shadow](/_astro/j-s6-huy-lich.BR-zcxHW_2tnMj.jpg) You lose a deposit when you cancel after the notice deadline or do not turn up. So before booking anywhere, read three things: how much notice is needed, how big the deposit is, and whether arriving late shortens the session or moves it. At Lụa Spa (lụa means silk): change or cancel free until 12 hours before; a 30% deposit only for packages of 135 minutes or more and bookings for two; up to 15 minutes late still ends at the booked time, more than 30 minutes late counts as a cancellation. I am Hân, and I opened Lụa Spa in 2023\. If you are new to Ho Chi Minh City, the rules here may look different from what you know at home, so it is worth reading them before you book, not after you are stuck in traffic. ## Three things to read in any policy **The notice deadline.** Before it, cancelling costs nothing; after it, you lose part or all of something. Look for a number of hours or days, not the word “early”. **The deposit.** What percentage, for which bookings, whether it comes off the bill, and how much is kept if you cancel late. **Late arrival.** Either the session still ends on time and is shorter, or it moves back if the room is free after you. Know which one applies. ## A comparison from abroad I have not yet read an official policy page from a Vietnamese spa that I could quote, so I will not tell you what “spas in Vietnam usually do”. Here is one spa in the UK, [Thai Square Spa](https://thaisquarespa.try.be/legal/terms), read on 4 October 2026: - Cancel at least 7 days ahead, or 50% of the price is charged. - Cancel within 48 hours: the full price is charged. - Deposit of up to 50%. - Arrive late and the treatment is shortened; it still ends on time. - Vouchers are non-refundable and have a fixed expiry. That is a UK spa, not a Vietnamese one. It shows how the same three questions look once they are written as numbers. ## Lụa Spa’s rules | Booking | Deposit | Free change or cancel until | Cancel inside 12 hours | No-show | | ------------------------------------------------------- | ----------- | --------------------------- | -------------------------------------------------------------------- | ------------------ | | One person, session up to 120 minutes | None | 12 hours before | First time only noted; from the second, a deposit is asked next time | No deposit to keep | | Light Afternoon (Gói Chiều Nhẹ), 150 min, 1,490,000 VND | 447,000 VND | 12 hours before | 223,500 VND kept | 447,000 VND kept | | Still (Gói Tĩnh), 165 min, 1,790,000 VND | 537,000 VND | 12 hours before | 268,500 VND kept | 537,000 VND kept | | For Two (Gói Hai Người), 135 min, 2,290,000 VND for two | 687,000 VND | 12 hours before | 343,500 VND kept | 687,000 VND kept | The deposit is 30% of the price and comes off the bill. Inside 12 hours we keep half the deposit; for a no-show, all of it. Membership card holders can change or cancel free until 6 hours before instead of 12; see [memberships](/en/memberships). Bookings paid with a gift card follow the same rules. An example. Lâm Khánh Duy and Phan Ái Vy booked the For Two package on a Saturday at 15:00, ending 17:15, in the double room. The 30% deposit was 687,000 VND. Their free change deadline was 03:00 on Saturday morning, 12 hours before. The spa is closed then, but the link in the confirmation works at any hour. Had they cancelled at 10:00 on Saturday, we would have kept 343,500 VND and returned the rest. They came on time and paid the remaining 1,603,000 VND. Duy’s words: “The deposit came off the bill, so I didn’t have to work anything out again.” An illustrative story for a demo site; figures are made up. ## Arriving late - Up to 15 minutes late: the session still ends at the booked time, unless no one is booked after you, in which case it runs its full length. - More than 30 minutes late: counted as a cancellation, as in the table. Say you book a 60 minute relaxing body massage at 18:00, ending 19:00, and arrive at 18:10\. If your therapist has a client at 19:15, yours still ends at 19:00\. If not, you get the full 60 minutes and finish at 19:10. Why not simply push everyone back? Each therapist needs 15 minutes between clients to reset the room and the towels. Moving your session cuts into the next person’s. For a first visit, please come 10 minutes early, and allow more time if you are crossing the city at rush hour. ## The fastest way to change 1. The link in your confirmation. It works at night, when the spa is closed. 2. A Zalo message (the messaging app most people here use). The front desk answers during opening hours, 10:00 to 21:30. 3. A call to 0963 929 241 during opening hours. A change counts from when you send it, not from when we reply. If your 12 hour deadline falls at night, sending the link or a Zalo message before it is enough. ## How we do it at Lụa Spa - One person, a session up to 120 minutes: no deposit. Thirteen of our sixteen sessions are in this group. - 30% deposit for packages of 135 minutes or more and any booking for two. The front desk sends bank transfer details after confirming; the website takes no payment. - Change or cancel free until 12 hours before (6 hours for card holders). Inside 12 hours: half the deposit is kept. No-show: all of it. - Up to 15 minutes late still ends on time. More than 30 minutes late counts as a cancellation. - Your confirmation shows the deposit and the free change deadline for that booking. The full policy is on the [booking and cancellation page](/en/booking-and-cancellation). If you are choosing a session as a present, [spa gift cards in Saigon](/en/journal/spa-gift-cards-saigon) covers expiry and delivery. When you know your day and time, [book here](/en/book). _Updated 4 October 2026\. Thai Square Spa terms read on 4 October 2026\. Prices include 8% VAT, no tip._ ## Book with Hân Founder, skin care. Off on Monday. [Pick a time](/en/book?nguoi=han)[Or answer five questions](/en/treatment-finder) ## Sources checked 1. [Thai Square Spa, terms (UK)](https://thaisquarespa.try.be/legal/terms) (read 4 Oct 2026) ## Sessions in this article - [135 min · 2,290,000 VNDFor Two packagePrice for two. Each person: body massage 90 min and herbal hair wash 45 min, in one double room.](/en/treatments/packages/for-two) - [150 min · 1,490,000 VNDLight Afternoon packageBody massage 60 min, herbal hair wash 45 min, face massage 45 min.](/en/treatments/packages/light-afternoon) - [165 min · 1,790,000 VNDStill packageDeep hydration facial 75 min, body massage 90 min.](/en/treatments/packages/still-package) The main article on this topic: [Giving a spa session: how to choose a gift card](/en/journal/spa-gift-cards-saigon) ## Read next - [Cards, gifts and bookingGiving a spa session: how to choose a gift cardAmount, expiry, digital or paper, general or one treatment. What a few Ho Chi Minh City spas state about their cards, with sources and the date read.](/en/journal/spa-gift-cards-saigon) - [Cards, gifts and bookingSpa Membership: A Card for 5 Visits or 10?Work out the price per visit, expiry and changes. Example with Five Counts at VND 3,800,000 and Ten Counts at VND 7,200,000\. When not to buy a card.](/en/journal/spa-membership-5-or-10-visits)