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Frequently asked questions
我們平台上的所有按摩師都通過了我們嚴格的背景調查，具有充分的資格和保險，並符合我們的對按摩質素最高的要求。我們非常歡迎任何意見，以確保您每次按摩都能令客人感受到滿足的服務。
檢查詳細資訊
請確保您選擇的地址和治療正確 - 您的按摩師只能提供您預訂的特定治療。
使用“備註”選項卡幫助你的按摩師：
- 讓他們知道過去是否對任何治療和藥物有任何過敏反應
- 告訴他們附近的停車位
- 分享進入建築物的具體方向或說明
預約一小時前：
- 準備好您的空間 - 請確保座椅或梳化周圍有足夠的空間給您的按摩師四處走動。 如果您有自備按摩床，我們的按摩師可以為您設置。
- 準備兩條大毛巾，這是為了您的舒適和衛生。 如有可能請準備一條小毛巾用作頭枕。
準備好放鬆
- 請用溫水浸浴放鬆肌肉。
我們所有按摩師都經過全面培訓、認證並由團隊單獨提供，以確保提供最高品質的按摩。
當您進行首次預約時，我們會為您尋找最適合您要求的按摩師。
與按摩師預約後，如果您喜歡你的治療和按摩，您可以在我們應用程式上要求再次預約同一位按摩師！
我們的按摩療程時間由 60 分鐘到 120 分鐘不等！ 您可以在預約時選擇治療的時間以及您希望按摩師到達的時間。
我們的目標就是讓健康服務觸手可及，並為您提供個性化、專業的按摩服務。一切都是以您的方便和舒適為主！
請確保您在預約的時間在家、酒店房間或辦公室。 萬一您的按摩師遲到了，我們專門的客戶服務團隊會提前通知您。
如果您的按摩師有空閒，您可以在預約期間延長您預訂的治療時間。
一旦您預訂的按摩時間完成，您的按摩師將離開房間讓您慢慢起床和更換。 然後他們會收集你的意見，但我們的按摩師絕不會提問和不需給小費。讓您在家中、酒店或辦公室放鬆身心。
可以，您可以使用同一個帳戶同時預約多個按摩師和預約多個治療。
可以，您可以在同一個地址預約兩次按摩治療。 您可以預約兩個按摩師同時間到達，也可以預約同一位按摩師到達同一個地址兩個按摩。
您可以在已確定的預約時間前6小時免費取消或更改預約。
如確定的預約時間少於6小時，於你是在預約十分鐘內取消有關預約，你亦可以免費取消或更改預約。
如果於確定的預約時間前2-6小時內取消預約，按摩師將收取30％的服務費。
如果於確定的預約時間前2小時內取消，您將須要繳付全數服務費。
如要取消預約，請先到「預約」頁面 →「已有預訂」→ 「詳情」→「詳情」頁面之後在頁底點擊「更改」，然後再按「更改預約」。
您在預約確認及付款之後便可以輕鬆等候按摩師。我們團隊會在預定的按摩時間前2小時內與您聯繫，以便協調抵步時的接應與按排等等。
完成預訂後，您的預約要求會被發送給我們的按摩師。 確認後，您將會收到通知，該通知將顯示您的預約號碼和您的治療詳情。
您可以隨時通過以下方式訪問您的預約詳細資訊：
從您的應用程式功能表中選擇預約
您可以在已確定的預約時間前6小時免費取消或更改預約。
如確定的預約時間少於6小時，於你是在預約十分鐘內取消有關預約，你亦可以免費取消或更改預約。
如果於確定的預約時間前2-6小時內取消預約，按摩師將收取30％的服務費。
如果於確定的預約時間前2小時內取消，您將須要繳付全數服務費。
如要取消預約，請先到「預約」頁面 →「已有預訂」→ 「詳情」→「詳情」頁面之後在頁底點擊「取消」，然後再按「取消預約」。
您可以通過我們的客戶服務團隊聯繫您的按摩師，他們的聯繫電話是 +852 6145 9473。我們的專業團隊將處理您的詢問並將您的資訊傳遞給按摩師。
在進行預約時，您還可以在即將到來的預約的“備註”部分下為您的按摩師留下任何相關的預約記錄。 您可以提供停車資訊，無論您是否有樓梯或只是任何您認為有助於讓他們在治療前瞭解的資訊。
您可以在已確定的預約時間前6小時免費取消或更改預約。
如確定的預約時間少於6小時，於你是在預約十分鐘內取消有關預約，你亦可以免費取消或更改預約。
要更改日期、時間或取消預約：
-選擇應用程式上的預訂選項卡
-在“即將預訂“下選擇您要更改或取消的預訂
-透過選擇“詳細資訊”，您可以隨時請求其他按摩師，但如果希望在您約定的預約時間的 6 小時內對您的預訂進行修改，將收取費用。在進行修改之前，我們會向您解釋您的費用詳情。
可以。 我們幫你找到按摩師之後你，可以要求更改不同的按摩師。
請注意你若要求更改按摩師，我們會需要一些時間再次找尋新的按摩師。
若果你在預約2小時內要求更改按摩師，我們亦需要根據我們的更改和取消政策向你收取全數服務費。
如果您希望延長您在治療的時間，您的按摩將盡力滿足您的要求，但這在乎他們有沒有空閒的時間。 延長治療是會根據我們的治療價格，收取額外費用。 這筆費用將從您預訂治療所使用的付款方式中扣除。
我們理解有時會有不能預測的事情發生導致到你遲到，請儘量不要擔心。
我們的按摩師會盡可能多地為您提供治療，但請注意，如果他們已有其他預約，他們有可能無法在您預定的預約時間之後完成全部預約。
如果遲到多過20分鐘，並且無法進行治療， 我們會取消您的預約，以確保按摩師可以進行下一次預約。
請注意：根據我們的取消政策，如果您未能在約定的預約時間參加預訂，您將被收取全部治療費用。
我們知道計畫可能會迅速改變，但我們的預約取消政策旨在保障您和您的按摩師的時間。
您可以在已確定的預約時間前6小時免費取消或更改預約。
如確定的預約時間少於6小時，於你是在預約十分鐘內取消有關預約，你亦可以免費取消或更改預約。
如果於確定的預約時間前2-6小時內取消預約，按摩師將收取30％的服務費。
如果於確定的預約時間前2小時內取消，您將須要繳付全數服務費。
如要取消預約，請先到「預約」頁面 →「已有預訂」→ 「詳情」→「詳情」頁面之後在頁底點擊「更改」，然後再按「更改預約」。
您的按摩師將在您預定的預約時間到達，因此請確保您在預定的預約時間在家、酒店房間或辦公室。萬一您的執業醫師遲到了，我們的客戶服務團隊或執業醫師會直接通知您。
抵達後，請向您的按摩師展示您希望在哪裡進行治療。
我們的按摩師經過培訓，可以在您的座椅或梳化上進行專業按摩。如果您有自備按摩床，我們的按摩師可以為您設置。出於衛生和安全原因，我們的按摩師無法攜帶按摩床。
準備好您的空間 - 請確保座椅或梳化周圍有足夠的空間供您的按摩師四處走動。如果您有自備按摩床，我們的按摩師可以為您設置。出於衛生和安全原因，我們的按摩師無法攜帶按摩床。
準備兩條大毛巾，這是為了您的舒適和衛生。 如有可能請準備一條小毛巾用作頭枕。
您的按摩師將為您帶來治療所需的一切，包括放鬆的音樂和適合您治療的精油。
也可以隨意演奏自己的曲子！
如果您有任何過敏症，請在治療前諮詢期間告知按摩師，以便他們知道避免使用任何您可能過敏的油。
如果您選擇了沒有按摩油的治療，例如運動按摩，您應該穿寬鬆的衣服，以確保您可以充分移動/伸展。
如果在您的治療中會使用按摩油，您可以將衣服脫到您感到舒適的水準，但您需要在治療期間始終穿內衣。您的從業者不會容忍不恰當的請求。
抵達後，一旦您向您的按摩師展示了您希望進行治療的地方，他們就會走出去，這樣您就可以在有私隱的環境中脫掉衣服。治療結束時，您的按摩將離開房間，讓您慢慢起床穿衣。
請注意：Relaxgo 上的所有服務都完全是專業跟治療性的。您的按摩不會容忍不恰當的請求，如果出現這種情況，他們有權在不提供治療的情況下離開。根據我們的取消政策，在這種情況下，您將被收取全額治療費用。
如果您希望延長您在治療的時間，您的按摩將盡力滿足您的要求，但這在乎他們有沒有空閒的時間。 延長治療是會根據我們的治療價格，收取額外費用。 這筆費用將從您預訂治療所使用的付款方式中扣除。
在持續的新冠肺炎疫情期間，我們向客戶保證，我們會不斷審查我們的安全措施，以符合政府最新的要求。 我們的按摩師和客戶的安全和健康是我們的首要任務。
我們的按摩治療是不需要小費。 我的按摩師亦不會要求小費。給按摩師小費完全由您決定。 若果我們的按摩師有任何小費的要求， 請跟我們的同事聯絡。
我們接受多種付款方式：
Visa
Mastercard
American Express
Apple Pay
Android Pay
現金
在預訂過程中你可以選擇您的付款方式。 我們只會在療程完成後才會向你收費。
您可以用現金支付。 請在預約時選擇“現金”作為付款方式。
我們的按摩治療是不需要小費。 我的按摩師亦不會要求小費。給按摩師小費完全由您決定。 若果我們的按摩師有任何小費的要求， 請跟我們的同事聯絡。
我們只會在按摩治療完成後向您收費。
您的付款可能被拒絕的原因有很多：
- 如果您輸入的信用卡或借記卡號碼不正確
- 如果您的信用卡或借記卡已過期，您需要向您的帳戶添加新的付款方式
- 您選擇的付款銀行可能已拒絕交易請求。 這可能有多種不同的原因，因此最好的選擇是與您的銀行聯繫
- 您的銀行可能基於欺詐邏輯拒絕了收費。 您需要更新付款方式或聯繫您的銀行以獲取更多資訊
如果您仍然無法處理您的付款，請聯繫我們專門的客戶服務團隊，他們將很樂意為您調查此問題。
首先是檢查您的電子郵件帳戶的垃圾郵件或垃圾資料夾。 我們建議您將您的 Relaxgo 電子郵件設定為“非垃圾郵件”，以確保您不會錯過我們的來信！
如果您仍未收到收據或電子郵件，請檢查您的帳戶詳細資訊以確保您的電子郵寄地址輸入正確。
通過我們的應用程式做到這一點：
-從個人資料中選擇“帳戶”
-選擇您的個人資料並檢查您的電子郵寄地址是否正確
如果您的電子郵寄地址正確，但您仍未收到電子郵件，請聯繫我們專門的客戶服務團隊，他們將很樂意為您提供幫助。
如果您的電子郵寄地址不正確，您將需要註冊一個新帳戶。
All therapists on our platform have passed our stringent reference checks, are fully qualified, insured and comply with our high expectations. We regularly collect feedback to ensure you can book an amazing and consistent service – every time.
All Relaxgo therapists are fully trained, certified, and individually by the Relaxgo team to ensure the highest quality of massage will be delivered.
When you make your first booking, you will be assigned a therapist that best matches your needs and booking.
Once you have made a booking with a therapist, you can join our many customers in ordering the same therapist again!
Treatments can range from 60 minutes to 120 minutes - it’s completely up to you! You will be able to select the duration of your treatment when booking and the time you wish your therapist to arrive.
Our mission is to make wellness services accessible and provide you with a personalised, professional massage service - all at your convenience!
Please make sure you're at your home, hotel room or office for the time you booked. In the unlikely event that your therapist is running late, you will be notified in advance by our dedicated Customer Service team or by your therapist directly.
If your therapist is available to do so, you can extend your booked treatment time during your appointment.
Once your booked treatment duration is complete, your therapist will leave the room to let you slowly get up and changed. They will then pack up and ask for your feedback before leaving you to relax in your home, hotel or office
Check the details
Make sure your address is correct, and double check you’ve booked the right treatment – your therapist can only deliver the specific treatment you’ve booked.
Help your therapist out by using the ‘Notes’ tab to:
- Let them know of any pre-existing conditions, or whether you’ve had any allergic reactions to similar treatments in the past
- Tell them about parking options nearby
- Share specific directions or instructions for entering your building
An hour before:
- Prepare your space - Our therapists will bring a massage table, so please prepare c. 2m x 2m of space for them to set up and move around.
- Prepare two large towels, plus one small towel to use as a headrest.
Get ready to relax
- Relax your muscles with a warm bath or shower.
Yes, you can book multiple therapists for multiple treatments in one go, using the same account.
Yes, you can book two separate treatments to the same address. You can either book it for the same time, or back to back.
You are all set. Our team will contact you within 2 hours before the appointment to coordinate for the therapist' arrival.
Once you have made a booking, your request would be sent to our therapists. Once it is confirmed, you will recieve a notification which will take you to our confirmation screen, showing your booking reference number and details of your treatment.
You will be able to access your appointment detail at any point by:
Selecting Bookings from your App menu
Yes you can.
Cancellations or amendments are free of charge if made 6 hours or more before the original scheduled time of massage; or if made within 10 minutes grace period after booking confirmation.
To change the date, time or cancel your appointment:
-Select the bookings tab on the app
-Select the booking you wish to change or cancel under ‘Upcoming’ bookings
-Select 'Details' and you can request a different therapist at any time, but please note that fees will apply if wish to make an amendment to your booking within 6 hours of your agreed appointment time. Your fees will be explained to you before making the amendment.
You can contact your therapist through our customer support team, who can be reachable on +44 7434 869893. Our dedicated team will take care of your enquries and pass on your message to the therapist.
At the time of making the booking, you are also able to leave any relevant appointment notes for your practitioner under the ‘Notes’ section on your upcoming appointment. You can provide parking information, whether you have stairs or simply anything that you think would be helpful to make them aware of before the treatment.
If you wish to extend the time you have booked during your treatment, your practitioner will endeavour to fulfil your request, but it is subject to their availability and treatment requirements. This extension will be subject to an additional charge, in accordance with our Treatment Prices. This will be charged against the payment method used to book your treatment.
Yes you can. Once you have matched with a therapist you can choose to request a different therapist.
Please be minded that it may take us some time to match you with a new therapist should you seek to change.
If you change within 2 hours of the booking, the same late amendment charge for 100% of the treatment value would apply.
To make amendments to your appointment, please download our app
To change the date, time or cancel your appointment:
Select the bookings tab on the app
Select the booking you wish to change or cancel under ‘Upcoming’ bookings
Select 'Details' and you can your appointment at any time following your booking, but please note that fees will apply if wish to make an amendment to your booking within 24 hours of your agreed appointment time. Your fees will be explained to you before making the amendment.
You can cancel your booking via the "bookings" tab.
If you cancel within 15 minutes of making the booking, this would be free of charge and would be under your "grace period".
If you cancel outside of this grace period, within 24 hours of the booking time, you would need to pay for 30% of the treatment value as our therapists would have reserved the slot for you.
If you cancel outside of the grace period, within 2 hours of the booking time, you would need to pay for 100% of the treatment value as our therapists would be on their way to your booking.
We understand that sometimes things happen and you may be delayed to your treatment. Try not to worry.
The practitioner will stay and give you as much of a treatment as possible, but please note that they may not be able to complete the full booking past your scheduled appointment time in the event of other bookings that they need to attend.
If you’re running extremely late and won’t be able to make your treatment, please cancel your appointment to ensure the practitioner can proceed to their next booking.
PLEASE NOTE: As per our cancellation policy, you will be charged for the full cost of the treatment if you fail to attend your booking at the agreed appointment time, or reschedule due to extreme lateness.
We understand that plans can change quickly, but our appointment cancellation policy is designed to protect the relationship between you and your therapist.
Your practitioner will arrive for your scheduled booking time, so please make sure you're at your home, hotel room or office for your scheduled appointment time. In the unlikely event that your practitioner is running late, you will be notified in advance either by the customer service team or by the practitioner directly.
On arrival, please show your practitioner where you'd like your treatment to take place.
We recommend that you have two large, clean towels to hand to lay over the treatment table and over your body. This is for comfort as well as hygiene reasons. A small hand towel can also be used to place under your head.
Your practitioner will bring everything else for your treatment, including a table, relaxing music and essential oils if needed.
Your therapist will bring everything else for your treatment, including a massage table, relaxing music if appropriate, and a selection of essential oils.
Feel free to play your own tunes too!
If you have any allergies, please inform the therapist during the pre-treatment consultation so they know to avoid any oils that you may be allergic to.
If you have chosen a treatment without oil, such as a Sports massage, you should wear loose fitting clothes to ensure you can sufficiently move/stretch.
If oils are used in your treatment, you can undress to a level you are comfortable with but you are required to wear your underwear at all times during your treatment. Requests to be inappropriately uncovered will not be tolerated by your practitioner.
On arrival, once you have shown your practitioner where you'd like your treatment to take place, they will step outside so you can get undressed in privacy. At the end of the treatment, your practitioner will leave the room to allow you to slowly get up and dressed.
Please note: All services found on Relaxgo are entirely therapeutic and non-sexual. Requests to be inappropriately uncovered will not be tolerated by your practitioner and they have the right to leave without providing a treatment should the situation arise. You will be charged the full amount for your treatment in this instance, per our cancellation policy.
If you wish to extend the time you have booked during your treatment, your practitioner will endeavour to fulfil your request, but it is subject to their availability and treatment requirements. This extension will be subject to an additional charge, in accordance with our Treatment Prices. This will be charged against the payment method used to book your treatment.
Our therapists are trained to give a professional massage on your lounge chair or a sofa. Alternatively, if you had a massage table, our therapists can set this up for you. Unfortunately for hygiene reasons, our therpaists are unable to bring a massage table.
During the ongoing Covid-19 pandemic, we would like to reassure our customers that we are constantly reviewing our rules and procedures to meet the government's most up to date guidelines. The safety of both our therapists and customers will alway be our top priority.
We accept several forms of payment:
Visa
Mastercard
American Express
Apple Pay
When you confirm your booking, your selected payment method is charged.
When prompted during the booking process, simply add or select your preferred method of payment. You will always be asked to confirm the total amount before completing your booking.
Relaxgo is an entirely cashless experience. At the time of booking, the payment method selected for your treatment will be charged and a receipt emailed to you.
Tipping is not required for treatments. Giving a therapist a tip is entirely at your discretion and 100% of the tip is given to the therapist.
Tipping is not required for treatments. Giving a practitioner a cash tip is entirely at your discretion. If you decide to tip your therapist, 100% of it will go to them.
First thing to do is check your email account’s spam or junk folders. We recommend you set your Relaxgo emails to “not junk” to ensure that you don’t miss out hearing from us!
If you are still not receiving receipts or emails, check your account details to ensure that your email address is entered correctly.
To do this through our App:
Select ‘Account Settings’ from the Profile
Select your profile and check your email address is correct
If your email address is correct and you’re still not receiving emails, please contact our dedicated Customer Service team who will be happy to assist you.
If your email address is incorrect, you will need to register a new account.
There are a number of reasons why your payment may have been declined:
-If you have entered your credit or debit card number incorrectly, you’ll need to update your details under the payment section of your account or the ‘Wallet’ section on the App menu
-If your credit or debit card has expired, you’ll need to add a new payment method to your account
-The bank of your selected payment method may have declined the transaction request. There could be a number of different reasons for this so the best option is to speak with your bank and ensure that the payment to Urban Massage is authorised
-Your bank may have rejected the charge based on fraud logic. You will need to update your payment method or contact your bank for more information
If you are still unable to process your payment, please contact our dedicated Customer Service team who will be happy to look into this for you.
We will only charge you once the treatment is completed. Your booking details would be taken when you make the request.
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