Senses policies

Senses Massage (“Senses”) respects your privacy and only collects the information necessary to manage bookings, provide services and support customers.

This policy explains how Senses collects, uses, retains and protects your personal data.

Data controller

• Senses Massage
• Phone/Zalo: 0383 972 132
• Email: contact@senses-massage.com

Information Senses collects

Depending on how you book and use our services, Senses may collect:

• Your full name and phone number
• The address where the service will be provided
• Your selected service and appointment date and time
• Communications directly related to your booking and service
• Health-related information, areas requiring attention and massage preferences that you voluntarily disclose during the consultation
• Payment or deposit confirmation information, where applicable

Senses does not ask you to disclose more health information than is reasonably necessary for massage safety and service personalisation.

Health information

Health information requires a higher level of protection. Senses only collects and uses this information after explaining why it is needed and obtaining your consent.

You may choose not to provide health information. However, if Senses does not have enough information to assess whether the service can be performed safely, we may recommend adjusting the service, seeking professional medical advice or declining to perform the massage.

Massage is not a substitute for medical examination, diagnosis or treatment.

How Senses uses your information

Senses uses your information to:

• Receive, arrange and confirm appointments
• Assign the massage professional responsible for your appointment
• Understand your needs and personalise your experience
• Support safety within the scope of a massage service
• Process payments, deposits, rescheduling or cancellations, where applicable
• Respond to questions, feedback or complaints
• Provide service-related follow-up after your appointment

Senses does not use your health information for advertising.

Senses only sends promotional or marketing communications when you have provided separate consent. You may opt out at any time.

Who can access your information

Access is limited to:

• The business owner
• The massage professional assigned to your appointment
• Technology or service providers required to operate the website, messaging, booking or payment services

These parties may only access information to the extent necessary to perform their functions.

Senses does not sell, rent or share your personal data with other parties for their own advertising purposes.

When you contact Senses through Zalo, Messenger or another third-party platform, that platform may also process your data under its own privacy policy. In some cases, data may be stored outside Vietnam.

How long Senses retains your information

• Contact information and appointment history: 24 months from your most recent appointment
• Service address: 90 days after the appointment, unless you ask Senses to save it for future bookings or it must be retained to handle an incident, complaint or legal obligation
• Health and consultation notes: 12 months from your most recent massage appointment
• Transaction, accounting or legally required records: for the period required by applicable law

At the end of the relevant retention period, data will be deleted, securely destroyed or de-identified, unless continued retention is required by law.

How Senses protects your information

Senses applies safeguards appropriate to the size and nature of the business, including:

• Limiting access according to each person’s responsibilities
• Keeping health notes separate from information used for marketing
• Protecting accounts and storage devices with passwords
• Not sharing health information in group chats or with people who are not involved in the service
• Deleting or securely destroying data when the retention period ends

No storage method is completely secure. If an incident creates a significant risk to you, Senses will respond and provide notifications as required by applicable law.

Your rights

Subject to applicable law, you may:

• Ask what information Senses holds about you
• Request access to, a copy of or correction of your information
• Withdraw previously provided consent
• Request that certain processing be restricted or object to certain processing
• Request deletion of your data
• Opt out of marketing communications
• Raise a concern or complaint about how your data is used

Some information may not be deleted immediately where Senses must retain it to comply with the law, protect safety or resolve a dispute.

To exercise your rights, please contact:

• Phone/Zalo: 0383 972 132
• Email: contact@senses-massage.com

Senses will acknowledge your request and provide an initial response within two business days. The time required to complete the request will depend on its nature and applicable legal requirements.

Changes to this policy

Senses may update this policy when its operations or applicable legal requirements change. The latest version will always be published on the website.

By booking with Senses Massage (“Senses”), you confirm that you have read and agreed to the following terms.

Scope of services

Senses provides three professional in-home massage services:

• Relaxation Massage
• Deep Tissue Massage
• Sports Massage

Senses does not provide medical diagnosis, medical treatment or services of a sexual nature.

Details of each service are available on the services page.

Operating hours

• The website accepts booking requests at any time.
• Customer support and booking confirmation hours: 10:00–22:00 daily.
• Service hours: 10:00–22:00 daily.

Available appointment times depend on service duration, location, travel and setup time, actual availability and operational capacity.

Senses does not guarantee immediate arrival. Customers should book in advance so that Senses has sufficient time to confirm their needs and prepare for the appointment.

Current service areas are listed on the pricing and service area page.

Booking and confirmation

A request submitted through the website, Zalo or Messenger is not a confirmed appointment.

An appointment is only confirmed when:

• Senses has verified the requested time and service location
• Both parties have agreed on the service, duration, address and appointment time
• Any required deposit has been received
• Senses has sent an official booking confirmation

Customers are responsible for reviewing the confirmation and promptly reporting any incorrect information.

Assignment of massage professionals

Senses assigns the massage professional according to availability and operational requirements.

Customers may not select a specific professional. Senses does not accept requests based on gender, age, appearance, ethnicity or other personal characteristics unrelated to professional service quality.

Senses will consider legitimate accessibility, communication or safety needs where reasonably possible.

Pricing, surcharges and payment

Service prices, durations, travel surcharges, deposit requirements and available payment methods are published on the pricing page.

Senses will communicate the expected total price before the appointment is confirmed. No additional charge will be applied without prior notice and agreement, except where a charge results from a customer-requested change to the address, duration or service.

Tipping is entirely optional and is not a condition of service.

Rescheduling, cancellation and deposit refunds

Rescheduling, cancellation, late arrival, no-show and deposit refund rules are set out in the deposit and cancellation policy.

If the customer changes the address or appointment time after confirmation, Senses will reassess whether the appointment can still be provided. The change may result in an additional charge, a different appointment time or cancellation of the booking.

Customer responsibilities

To support a safe and timely appointment, customers must:

• Provide the correct address, phone number and building access instructions
• Inform Senses of hotel, apartment or accommodation visitor requirements
• Provide accurate health information relevant to massage safety
• Disclose any current injury, fever, infectious illness, recent surgery, pregnancy or condition that may require medical assessment
• Provide a private, clean and reasonably safe setup area
• Supervise children and pets and secure personal belongings
• Be available at the agreed time and behave respectfully

Health information is handled in accordance with the Privacy and Personal Data Protection Policy.

Safety and professional boundaries

All Senses appointments are professional massage services.

Customers have the right to:

• Receive an explanation of the process before the massage begins
• Discuss pressure and areas of focus
• Decline massage on a particular area
• Request a change in technique or ask to pause or end the appointment

Massage professionals also have the right to work in a safe and respectful environment.

Sexual requests, conduct or suggestions are not accepted. Senses may immediately end an appointment if professional boundaries are violated.

When Senses may refuse or end a service

Senses may refuse to confirm or may end an appointment when:

• The address is outside the published service area
• No suitable appointment time is available
• The location is inaccessible or unsafe
• The customer does not provide information reasonably required for safety
• There are signs that massage may be contraindicated or medical assessment is required
• The customer is intoxicated, under the influence of drugs or unable to provide informed consent
• There is harassment, threatening, discriminatory, sexual or unlawful conduct
• The booking information appears to be false or the service is being requested for an improper purpose

Where an appointment is ended, fees and deposits will be handled according to the reason, the portion of the service already provided, the published policies and applicable law.

Delays and events outside reasonable control

Travel in Ho Chi Minh City may be affected by traffic, weather, vehicle problems or building access requirements.

If a delay is expected, Senses will contact the customer as early as reasonably possible and agree on a revised time or a new appointment.

Senses may also reschedule or cancel an appointment due to illness, an accident, dangerous weather or another event outside reasonable control. If Senses cannot provide the service, the deposit will be transferred to a new appointment or refunded.

Results and service limitations

The experience of and response to massage vary from person to person. Senses does not guarantee that massage will cure a condition, completely remove pain or produce a specific result.

Massage is not a substitute for medical examination, diagnosis, physiotherapy or treatment. Customers experiencing severe, unusual or persistent symptoms should seek advice from an appropriately qualified healthcare professional.

Feedback and complaints

Customers should contact Senses as soon as reasonably possible if there is an issue with an appointment:

• Phone/Zalo: 0383 972 132
• Email: contact@senses-massage.com

Senses will acknowledge the complaint and provide an initial response within two business days. Refunds or other remedies will be considered based on the circumstances, supporting information, published policies and applicable law.

Changes to these terms

Senses may update these terms when its services, operations or applicable legal requirements change.

The version applying to an appointment is the version published when the booking or deposit was confirmed. Later changes will not be applied retroactively to the customer’s disadvantage.

If there is a difference between the Vietnamese and English versions, the provision more favourable to the consumer will apply in accordance with applicable law.

Senses is committed to providing professional, respectful, safe and transparent massage services for both customers and massage professionals.

Professional scope

Senses provides massage for relaxation and general body care.

Senses does not provide:

• Services of a sexual nature
• Medical diagnosis or treatment
• Techniques outside the professional’s training and competence
• Guarantees that massage will cure a condition or completely remove pain

Any sexual request or request outside professional boundaries will be refused. Senses may immediately end an appointment if these boundaries are violated.

Consent and customer control

Before the massage begins, the professional will discuss:

• The customer’s needs and goals
• Relevant health information and areas requiring attention
• The proposed techniques and pressure
• Areas that will and will not be massaged
• How the customer’s body will be draped during the appointment

Customers have the right to:

• Ask questions before and during the massage
• Request more or less pressure
• Decline massage on any area
• Request a change in technique
• Request quiet or limited conversation
• Pause or end the massage at any time

Consent may be changed or withdrawn at any time during the appointment.

Draping and privacy

Draping the body with a sheet or towel is mandatory during every massage.

• Customers are given private time to change and prepare
• Customers may keep their underwear on if they prefer
• Only the area currently being massaged will be exposed
• All other areas will remain appropriately covered
• Breasts, the chest area associated with the breasts and genital areas will not be massaged
• The abdomen, inner thigh or gluteal area will only be addressed when professionally relevant, explained in advance and expressly accepted by the customer

Customers may decline massage on any of these areas without providing a reason.

Senses does not photograph, record audio or record video of a customer without separate and explicit consent.

Hygiene and equipment

Before each appointment, Senses follows appropriate hygiene practices, including:

• Cleaning hands before and after providing the service
• Using clean sheets, towels and materials for each customer
• Cleaning reusable equipment after every appointment
• Storing massage oils and supplies in clean conditions
• Removing contaminated items from use

Customers should inform Senses in advance of any allergy or sensitivity to oils, fragrances or products applied to the skin.

Health and safety

Customers must provide accurate information relevant to massage safety.

Senses may adjust, postpone or refuse a service when:

• There are signs of an acute injury or a condition requiring medical assessment
• The customer has a fever, an infectious illness or feels unwell
• The customer has recently undergone surgery or may have a contraindication to massage
• The customer is intoxicated, under the influence of drugs or unable to provide informed consent
• Information reasonably required to assess safety has not been provided

Massage is not a substitute for medical examination, diagnosis, physiotherapy or treatment.

Mutual respect and safety

Customers and massage professionals must communicate respectfully, observe professional boundaries and maintain a safe service environment.

A massage professional may pause or end the appointment and leave the location when:

• They experience harassment, threats or conduct of a sexual nature
• The location presents a reasonable safety risk
• Another person at the location behaves aggressively or interferes with the service
• The customer repeatedly disregards explained safety requirements
• A health concern arises that may make it unsafe to continue

Where reasonably possible, the professional will briefly explain why the appointment is being stopped. In an emergency or where there is an immediate risk, the professional may leave without delay.

Fees and deposits will be handled in accordance with the Terms of Service and the deposit and cancellation policy.

Reporting a concern

Customers and massage professionals should contact Senses if they experience inappropriate conduct, a hygiene issue or a safety concern:

• Phone/Zalo: 0383 972 132
• Email: contact@senses-massage.com

Senses will receive, document and review the matter confidentially to the extent permitted by law.