Terms & Conditions

These Terms & Conditions help us create a calm, comfortable and respectful experience for every guest visiting our massage space in Devonport.

By making a booking, purchasing a gift voucher or receiving a service from Haven Thai Massage, you acknowledge and agree to the following Terms & Conditions.

1. Bookings & Therapist Availability

Appointments may be made online, by telephone, by message or in person and are subject to therapist and service availability.

Requests for a particular therapist will be considered but cannot always be guaranteed. We may occasionally need to change the therapist assigned to an appointment because of illness, availability or other operational circumstances. Where possible, we will let you know and offer a suitable alternative.

2. Arrival & Late Arrivals

Please arrive a few minutes before your appointment to allow time for a brief check-in and any necessary consultation.

If you arrive late, we will do our best to accommodate you. However, your session may need to be shortened and will still finish at the originally scheduled time to respect the next guest’s appointment. The original appointment price will still apply, and additional time cannot be guaranteed.

3. Cancellations, Rescheduling & Missed Appointments

We understand that plans can change. If you need to cancel or reschedule, please contact us as early as possible so we can offer the appointment time to another guest.

We do not currently charge a cancellation fee. However, repeated missed appointments without notice may affect our ability to accept future bookings or may require prepayment before another appointment is confirmed.

If Haven Thai Massage needs to cancel an appointment, we will offer to reschedule your booking or refund any amount paid for the affected service

4. Your Health & Comfort

Your comfort and wellbeing are important to us.

Before your massage, please tell your therapist about any information that may affect the suitability or comfort of your experience, including:

• injuries, recent surgery or procedures, or ongoing pain;
• allergies, asthma or skin sensitivities;
• heart or circulation concerns;
• fever, infection or a contagious illness;
• medications that may affect your response to massage;
• pregnancy or the possibility of pregnancy; and
• any medical advice to avoid or modify massage.

You are responsible for providing information that is complete and accurate and for informing us of any relevant changes before each appointment.

If you feel unwell or may have an infectious or contagious illness, please contact us to reschedule your appointment.

If you are unsure whether massage is suitable for you because of a health condition, injury or recent procedure, we recommend seeking advice from an appropriately qualified healthcare professional before booking.

Please communicate openly during your session. You may request changes to the pressure, technique, positioning, music, lighting or temperature, ask us to avoid any area, or pause or end your session at any time.

5. Pregnancy

Haven Thai Massage offers pregnancy massage using gentle, safe techniques and special positioning suitable for expectant mums.

If you are pregnant or believe you may be pregnant, please tell us when booking so your treatment can be tailored to your stage of pregnancy and your comfort.

Our therapists do not assess, diagnose or provide advice regarding pregnancy. Please consult your GP, midwife or maternity care provider if you have questions about receiving massage during pregnancy.

6. Our Massage & Wellness Services

Our massage and wellness services are provided for general relaxation, comfort and wellbeing.

They are not intended to diagnose, treat, cure or manage any medical condition and are not a substitute for professional medical assessment, advice or treatment.

Our massage therapists do not diagnose medical conditions, prescribe medication or provide medical advice.

Individual experiences and responses to massage may vary, and no particular result can be guaranteed.

7. Essential Oils, Products & Heat

Some massage experiences and wellness enhancements may include essential oils, massage oils, coconut oil, herbal products, warm stones or other heat-based elements.

Please tell us before your session if you have any allergies, asthma, sensitivities or preferences relating to oils, aromas, heat or skincare products.

Where reasonably possible, products, aromas and heat levels may be adjusted or omitted to suit your comfort. However, an alternative may not always be available.

Please tell your therapist immediately if any product, aroma or temperature feels uncomfortable.

8. Consent, Comfort & Draping

Your comfort, privacy, dignity and personal boundaries are important to us.

The therapist will explain the general nature of your selected massage where appropriate. By choosing to proceed, you consent to receiving that service.

Professional draping will be used throughout your massage, with only the area being massaged uncovered as appropriate.

You may request that any area be avoided, ask for the massage to be adjusted, or pause or end your session at any time. You may change or withdraw your consent at any stage of your session.

Our therapists may also modify, pause or discontinue a session if they reasonably believe that continuing would not be appropriate within the scope of our services.

9. Professional & Respectful Environment

Haven Thai Massage provides professional, non-sexual massage and wellness services only. No sexual services are offered or implied.

We are committed to maintaining a peaceful and respectful environment for every guest and therapist.

Sexual requests, suggestive comments, inappropriate exposure, harassment, intimidation, discrimination, aggression, threatening conduct or abusive behaviour will not be accepted.

If inappropriate behaviour occurs, the session will end immediately. The guest may be asked to leave, the full appointment price may remain payable and future bookings may be declined. Serious incidents may be reported to the appropriate authorities.

Our therapists are entitled to work in a safe and respectful environment. Guests are also entitled to be treated with dignity, privacy and respect at all times.

10. Right to Decline or Discontinue a Service

Haven Thai Massage may decline, modify, postpone or discontinue a service where reasonably necessary, including when:

• relevant health information has not been disclosed;
• the requested service is outside the therapist’s training or the scope of our services;
• the guest appears unwell, intoxicated or unable to provide informed consent;
• continuing may create an unreasonable risk to the guest or therapist;
• inappropriate or threatening behaviour occurs; or
• the service cannot be provided professionally or safely.

Any refund, credit or fee will depend on the circumstances and will be handled in accordance with these Terms & Conditions and the New Zealand Consumer Guarantees Act 1993.

11. Children & Guests Under 18

Guests under 18 years of age must have informed consent from a parent or legal guardian before receiving a massage.

A parent or legal guardian may be required to complete the consultation and consent process, remain on the premises or be present in the room, depending on the guest’s age and circumstances.

Haven Thai Massage may decline a booking for a person under 18 if appropriate consent, supervision or therapist availability cannot be arranged.

Children who are not receiving a service must be supervised by a responsible adult at all times. Our team cannot provide childcare during an appointment.

12. Gift Vouchers

Gift vouchers may be used toward eligible Haven Thai Massage services in accordance with the conditions provided at the time of purchase and applicable New Zealand law.

The expiry date and any applicable conditions will be displayed on the voucher. Advance booking is recommended because appointments are subject to availability.

Please keep your voucher details safe and present or identify the voucher when making your booking or attending your appointment.

If the selected service costs more than the remaining voucher balance, the difference must be paid using another accepted payment method.

Gift vouchers cannot generally be exchanged for cash except where required by law.

13. Prices, Payments & Services

Prices, service descriptions, durations and availability may change from time to time.

The price confirmed at the time of booking will apply unless an obvious pricing error has occurred. Any surcharge or additional fee will be disclosed before payment is completed.

Payment is required at the time specified during the booking process or at the appointment. We accept the payment methods displayed at our premises or through our authorised booking system.

14. Refunds & Consumer Rights

Our services, gift vouchers and other purchases are provided subject to the New Zealand Consumer Guarantees Act 1993.

Refunds are not normally provided for a change of mind or personal preference where a service has been provided as described and with due care and skill.

Nothing in these Terms & Conditions excludes, restricts or modifies any consumer guarantee or other right that cannot lawfully be excluded, restricted or modified.

If you have a concern about a service, please tell us as soon as possible so we have an opportunity to understand and respond appropriately.

15. Privacy & Personal Information

We may collect personal and health-related information that is reasonably necessary to manage bookings, communicate with you and consider the suitability of our services.

Your information will be handled in accordance with our Privacy Policy and applicable New Zealand privacy requirements.

Information may also be processed by authorised third-party providers, including our online booking and payment platforms.

Please refer to our Privacy Policy for more information about how personal information is collected, used, stored, disclosed, accessed and corrected.

16. Photography & Recording

Photography, video recording or audio recording of therapists, other guests or private areas of the premises is not permitted without prior consent.

Haven Thai Massage will not use an identifiable image or recording of a guest for marketing purposes without obtaining appropriate permission.

17. Personal Belongings

Please take reasonable care of your personal belongings while visiting Haven Thai Massage.

We recommend leaving valuable items at home where possible and checking that you have collected all your belongings before leaving.

If you believe you have left something behind, please contact us and we will do our best to assist.

Nothing in these Terms & Conditions excludes responsibility where liability cannot legally be excluded.

18. Feedback & Communication

Your comfort and experience matter to us.

If there is anything we can adjust during your massage, please let your therapist know whenever possible.

We also welcome feedback after your visit, as it helps us continue creating thoughtful and enjoyable experiences for our guests.

19. Updates & Applicable Law

These Terms & Conditions may be updated from time to time to reflect changes to our services, policies, business practices or legal obligations.

The current version will be published on our website with the date of the latest update.

These Terms & Conditions are governed by the laws of New Zealand, and operate subject to the New Zealand Consumer Guarantees Act 1993.

Contact Us

If you have questions about your booking, our services or these Terms & Conditions, please contact us.

Haven Thai Massage 40 Victoria Road Devonport, Auckland 0624 New Zealand

Phone: 027 563 5583 Email: info@haventhaimassage.co.nz

Last updated: 12 September 2026.