At Honua Therapeutic Massage, we dedicate our entire studio and therapist’s time exclusively to you for your scheduled session. Because we prepare the room 60 to 90 minutes in advance and turn away other prospective guests to hold your slot, we enforce a strict refund and cancellation policy.
By booking an appointment or purchasing a product/gift certificate through honuatherapy.com, you agree to the terms outlined below.
1. Appointment Cancellations & Rescheduling
• 24-Hour Notice Required: You may reschedule or cancel your appointment with no penalty up to 24 hours before your scheduled start time.
• Late Cancellations & Changes: Cancellations, major time adjustments, or rescheduling requests made less than 24 hours before the appointment will incur a fee equal to 50% of the total treatment cost.
• No-Shows: If you miss your appointment without contacting us before your scheduled appointment date and time 24 hours or greater in advance, you will be charged 50% of the treatment price.
To cancel or reschedule, please text or call reception immediately at +1 808-382-6565.
2. Service Refunds
• Completed Services: We do not offer refunds on completed massage or facial treatments. If you are dissatisfied with your treatment, please communicate your feedback to your therapist during the session or contact management at info@honuatherapy.com within 24 hours so we can address your concerns.
• Medical / Emergency Exceptions: We understand that emergencies happen. Exceptions to the cancellation fee may be made on a case-by-case basis for sudden illness or travel-related emergencies (e.g., flight cancellations) at management’s discretion.
3. Gift Certificates
• Non-Refundable: All online and in-store gift certificate purchases are final and non-refundable. Gift certificates cannot be redeemed or exchanged for cash.
• Transferable: While gift certificates are non-refundable, they are fully transferable. You may gift your certificate to a friend or family member to use. Please notify Reception at +1 808-382-6565 of the transferee’s First, Last Name and Contact information to complete the transfer.
4. Refund Processing
• Approved Refunds: Any approved refunds for deposits or prepaid appointments will be credited back to the original payment method used during online checkout.
• Taxes and Fees: Please note that refunds are calculated based on the base price. Deductions may apply depending on payment processor merchant fees. The 4.72% Hawaii General Excise Tax (GET) collected at checkout will be refunded alongside eligible base amounts.
• Timeline: Please allow 5 to 10 business days for the refunded amount to reflect on your bank or credit card statement.
