2. Transportation
• Complimentary round-trip pick-up and drop-off is available within limited local zones in each city and must be
requested at the time of booking.
3. Communication Channels
• For urgent matters, please call or email the relevant branch directly using the contact details above.
• All booking confirmations are communicated in writing via email or our official LINE Official Account:
@divanathailand. Cancellations and amendments must be submitted by email only (see Clause 5).4. Reservations & Payment
• A reservation is confirmed only once you receive written confirmation from Divana by email or our LINE
Official Account.
• Full payment must be completed at least 48 hours before the scheduled reservation time. If payment is not
completed within this timeframe, the booking will be automatically cancelled. For bookings made within 48
hours of the appointment, full payment is required at the time of booking.
• Accepted payment methods: cash, major credit and debit cards, and approved electronic payment methods.
• All prices are quoted in Thai Baht (THB) and are inclusive of applicable service charge and Value Added Tax
(VAT) in accordance with Thai law. Prices are subject to change without prior notice.
5. Cancellation, Rescheduling & Amendment
• Cancellations or rescheduling requested at least 48 hours before the appointment time will not incur a
cancellation charge.
• Cancellations or rescheduling requested between 24 and 48 hours before the appointment time will be
charged at 50% of the program price.
• Cancellations requested less than 24 hours before the appointment time will be charged in full.
• Booking amendments must be requested at least 48 hours in advance and are subject to availability.
• For group bookings, please contact us by email only.
• All cancellations and amendments must be submitted by email only.
6. Late Arrival & No-Show
• Please arrive at least 15 minutes before your scheduled appointment to allow time for check-in, consultation,
and changing.
• Guests arriving more than 30 minutes late without prior notice will be accommodated at Divana’s discretion.
If there is an incoming booking immediately after, Divana reserves the right to cancel the original reservation.
Treatments cannot be extended to compensate for late arrival, and the full price remains payable.
• In the event of a no-show without prior notice, the full program price will be charged.
7. Refunds & Exceptions
• All payments are non-refundable and non-transferable, and cannot be exchanged for cash. As payments are
non-refundable, cancellation charges are applied against the amount already paid rather than issued as a
separate refund.
• Exception (credit only): where supported by a valid medical certificate or a Force Majeure event, Divana may,
at its sole discretion and on a case-by-case basis, issue a credit toward a future booking (not a cash refund),
subject to written evidence.

8. Arrival, Health & Well-being
Your comfort and safety are our priority. At the time of booking or on arrival, please inform us of any condition
that may affect your treatment, including:
• Pregnancy, or if you are trying to conceive;
• Allergies (including to essential oils, aromatics, nuts, or other ingredients);
• High or low blood pressure, heart conditions, or circulatory disorders;
• Recent surgery, injury, skin conditions, cancer, or any medical condition or medication that may be affected
by massage, heat, or spa treatments.
Our therapists may decline, modify, or discontinue a treatment where they reasonably believe it is not suitable
for your condition. If you are undergoing medical treatment or are in any doubt, please consult your physician
before booking. Divana is not a substitute for professional medical care.
9. Age Policy & Minors
• Guests under the age of 18 must be accompanied by a parent or legal guardian, who must remain present
and provide consent for any treatment.
• Certain treatments are available only to guests aged 8 and above. Please enquire in advance.
10. Spa Etiquette & Conduct
• To preserve a tranquil environment, we kindly ask that mobile devices be silenced and conversations kept low
within treatment and relaxation areas.
• Divana maintains a strictly professional, non-sexual service environment. Any inappropriate, abusive, or
disrespectful behaviour towards our staff or other guests will result in immediate termination of the
treatment, with no refund, and may be reported to the authorities.
• For your safety, guests who appear to be under the influence of alcohol or other substances may be refused
service.
• Smoking is not permitted anywhere within the premises except in designated areas, where provided.
11. Therapist Requests & Assignment
• We will make reasonable efforts to accommodate requests for a specific therapist or therapist gender,
subject to availability.
• Therapist assignment remains at Divana’s discretion, and a requested therapist cannot be guaranteed.
12. Personal Belongings & Valuables
• Please keep your personal belongings with you or in a locker provided. We recommend that valuables not be
brought to the spa.
• To the maximum extent permitted by law, Divana accepts no responsibility for the loss of, or damage to,
personal belongings or valuables brought onto the premises.

13. Packages, Promotions & Memberships
• Packages, promotional offers, and membership benefits are subject to their own specific terms, validity
periods, and conditions, which prevail over these general Terms where they conflict.
• Unless expressly stated, promotions cannot be combined with other offers, discounts, or vouchers, and have
no cash value.
• Prepaid packages and membership credits are valid until their stated expiry date and are non-refundable and
non-transferable unless otherwise stated.
14. Gift Vouchers
• Gift vouchers are valid for 6 months from the date of purchase or issue, unless a different validity is printed
on the voucher.
• Gift vouchers must be presented at check-in. Expired vouchers will not be honoured, and lost or stolen
vouchers cannot be replaced.
• Gift vouchers are non-refundable, are not redeemable for cash, and any unused balance is not retained for
future use.
15. Third-Party & Online Bookings
• Reservations made through third-party platforms, travel agents, or online booking channels are additionally
subject to the terms and cancellation policies of that provider.
• Where the third party’s policy conflicts with these Terms, the stricter cancellation or refund condition shall
apply to that booking. Vouchers or confirmations issued by a third party must be valid and presented at
check-in.
16. Limitation of Liability
To the maximum extent permitted under applicable law:
• Divana’s total liability arising out of or in connection with any treatment or service shall not exceed the
amount paid by the Guest for that treatment or service.
• Divana shall not be liable for any indirect, incidental, or consequential loss, or for any loss or injury arising
from the Guest’s failure to disclose a relevant medical condition or to follow the advice of our staff.
Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including for death or
personal injury caused by negligence.

17. Personal Data Protection
• Divana collects and processes personal data (including health information provided for treatment purposes)
in accordance with the Personal Data Protection Act B.E. 2562 (2019) of Thailand and our Privacy Policy.
• Personal data is used to provide services, manage bookings, ensure your safety, and, where you have
consented, to send you marketing communications. You may exercise your rights as a data subject by
contacting us using the details in Clause 21.
18. Force Majeure
Divana shall not be liable for any failure or delay in performance caused by circumstances beyond its reasonable
control, including but not limited to acts of God, natural disaster, epidemic or pandemic, government order,
power or utility failure, or civil disturbance. Where such circumstances prevent a booked service, we will offer to
reschedule or issue a credit of equivalent value.
19. Amendments to These Terms
Divana reserves the right to amend these Terms & Conditions at any time. The version published on our official
website shall prevail and shall apply to your reservation or visit. The current version is available at our branches
and on our official website.
20. Governing Law & Jurisdiction
These Terms & Conditions are governed by and construed in accordance with the laws of the Kingdom of
Thailand. Any dispute arising out of or in connection with these Terms shall be subject to the jurisdiction of the
competent courts of Thailand.
21. Contact
For reservations, cancellations, or any enquiry regarding these Terms & Conditions, please contact your chosen
branch using the details in Clause 1, or reach us via:
LINE Official Account: @divanathailand
Divana Wellness — www.divanawellness.com