Cancellations and Refunds

Changing or cancelling an appointment

Use your customer account or contact Massaya as soon as you know you cannot receive the massage. The date and time recorded by the system determine whether the 24-hour deadline was met.

A request made at least 24 hours before the appointment is handled without charge. When it is made less than 24 hours before the appointment, a fee of $40 per massage is charged: for a couples or group massage, the fee applies to each massage.

If Massaya or the therapist must cancel

No late-cancellation fee will be charged. We will first try to offer a different time or therapist. If no replacement works for you, any amount already collected for the cancelled service will be refunded or adjusted.

Error, duplicate payment or incorrect amount

Email contact@massaya.ca with the appointment date and amount concerned. Never email your complete card number. We will check the transaction identifiers and correct any amount confirmed as erroneous.

A refund is returned to the original payment method when possible. The time it takes to appear then depends on the financial institution.

Gift cards

When a gift card was used for a cancelled appointment, any adjustment is handled under the terms displayed when it was purchased and applicable law. Massaya gift cards do not expire.

Your legal rights continue to apply

This policy does not replace or restrict mandatory rights under Quebec consumer-protection law or other applicable law. Particular circumstances may be reviewed individually.

To request a cancellation, refund or correction, email contact@massaya.ca or call 438-806-0888.