Cancellation policy

This policy applies to home spa, massage, facial, experience, special date and corporate spa bookings with Andhara Spa Móvil in Medellín, Valle de Aburrá and nearby Oriente, made via WhatsApp (+57 314 328 1120), www.andharaspamovil.com or another official channel. By confirming your appointment you accept these terms.

The service is date- and time-specific: we block therapist, supplies and route. Therefore the right of withdrawal under Law 1480 does not apply when the appointment falls within five (5) business days of booking or the service has already started. If you book more than five business days in advance and the service has not started, you may withdraw within that period via WhatsApp and we refund what was paid within 30 calendar days, with no deduction.

How to notify

Only via WhatsApp at +57 314 328 1120, with name, date, time and reason. The clock starts when we receive the message, Colombia time.

Individual or couples appointments

1. More than 24 hours: cancel or reschedule at no cost, subject to availability.
2. Between 24 hours and 1 hour: one reschedule or a 30% service charge.
3. Less than 1 hour, or therapist already en route: 50% of the service plus travel fee. If we cannot reassign the route, 100%.
4. No-show (you are not there, the space is unsuitable or no one receives within 15 minutes): 100%.

Groups (3 or more) and corporate spa

48 hours to cancel or change at no cost. Below that, 50%; no-show, 100%.

Massage table rental

24 hours at no cost. Less than 24 hours, the reserved day and delivery fee ($20,000 COP in the metropolitan area) are charged if the table has already left.

Rescheduling

Rescheduling does not reset the policy: the new date counts again. One free reschedule if you notified more than 24 hours ahead; subsequent ones, 10% each. If by the third reschedule or one month from booking the service is not taken, it is considered delivered.

If we cancel

If we cancel (therapist health, force majeure, unsafe area), you reschedule at no cost or we refund 100%. If we arrive more than 30 minutes late for our reasons and you prefer not to wait, reschedule or refund, at no charge.

Your delay shortens service time, not the price. Cancellation fees apply to the confirmed price. With no deposit at booking, the balance is due before a new appointment. A serious unforeseen event (incapacity, accident) is reviewed with support, with no automatic charge.