FAQ

GENERAL INFORMATION

When was IDOSPA founded?

Founded in 2016 by a massage lover, IDOSPA is the first and fastest-growing online spa booking platform for every spa lover to search and book spa services around the clock.

Where is the headquarter of IDOSPA?

Our headquarter is located at V02-06-08, Lingkaran SV Sunway Velocity, Jalan Peel, 55100 Kuala Lumpur, Federal Territory Kuala Lumpur, Malaysia.

What kind of services do IDOSPA offers?

IDOSPA offers wide-range of spa and massage treatments. Whether you want it now or later, you can locate all the nearby spas/massage centres from your current location with just one click at anytime, anywhere. And next, you can book and pay easily. It is all in IDOSPA.

Where else can I buy IDOSPA treatments/packages?

You may buy IDOSPA treatments through our mobile app or our mobile web.

By signing up, will I automatically receive updates on ongoing spa or massage deals and packages at IDOSPA?

Yes, by signing up from our mobile app or our mobile web, we will keep you updated with spa/massage centre recommendation from time to time, via email or mobile. Most important, we will also inform you about the ongoing deals and packages.

I have sent a message to IDOSPA, but there’s no response.

Our e-Customer Care Personnel will attend to your query within 24 hours. Please kindly wait patiently.

ACCOUNT ISSUES

How do I create an IDOSPA account?

Download our mobile app or create an account through our mobile web to create an account

I’ve forgotten my login ID. What should I do?

You may login with your registered email address if you’ve forgotten your login ID.

I’ve forgotten my password. What should I do?

Go to Login/Sign Up and click ‘Forgot Password?’ to reset your password via email.

What happens if I notice that my personal details are incorrect after I’ve checkout?

Please inform us at [email protected] and include your booking number in the email. Though we cannot guarantee that we will be able to rectify the issue, however, we can assure you that we will do all we can to amend your booking.

GENERAL BOOKING INFORMATION

Do I need an account to make a booking online?

No, you can book as a guest.

How do I make a booking?

Option 1 (“Massage now”)

  1. Choose your city.
  2. Log in.
  3. Press “Massage now”.
  4. Select your preferred treatment and time or filter.
  5. Choose your preferred masseuse (male/female) and add guest (if any).
  6. Provide personal details.
  7. Select payment method.
  8. Proceed payment.

 

Option 2 (Preferred slot)

  1. Choose your city.
  2. Log in.
  3. Press “Choose your preferred slot”.
  4. Select your preferred date and time.
  5. Select your treatment.
  6. Choose your preferred masseuse (male/female) and add guest (if any).
  7. Provide personal details.
  8. Select payment method.
  9. Proceed payment.

 

Can I add service into an existing booking?

No, you can book only one service at once. However, you may book a new service after you’ve completed the payment for the current booking.

I would like to change my booking information. How do I change it?

Confirmed booking is unchangeable. We strongly advise you to check your booking information before proceeding to Checkout and payment.

I would like to book a service for tomorrow or later. Can I book it now or should I book it later?

Yes, you can make a booking anytime, anywhere for any date and time. However, all bookings are subjected to availability.

Can I book a service during weekends/holidays/midnight?

Yes, you can make a booking whenever and wherever for whichever date and time. However, all bookings are subjected to availability.

I would like to make a fixed weekly/monthly booking. How can I make such booking?

We don’t offer this service.

I would like to make a booking with the spa/massage centre out of Malaysia. How can I make such booking?

Currently, we do not offer bookings for spas/massage centres out of Malaysia. However, we’re still expanding our coverage region. Sign up at mobile web or from our mobile app to ensure that you’re the first to know if we’ve released new features/services and special deals.

Can I make a booking for another person?

Yes, fill up his/her name and contact number.

I’m a tourist/tour guide. I would like to make a bundle booking. How can I do so?

We’re sorry to inform you that you may only book one service at a time.

How do I know if my booking is confirmed?

You will receive an email or an app push notification (if you’ve logged in via mobile app) from us after your payment to acknowledge that your booking has been accepted and confirmed.

Your booking will be made once your online banking or credit card details have been approved. If any of the services you have booked be unavailable, you will be informed and your payment will not be processed.

You may also check your booking status at My Bookings.

I need a reminder for my booking. Can you remind me?

We understand how busy your life can be. That is why, we are here to ensure that you don’t missed any of your bookings. We will send you a gentle reminder via mobile (push notification) 1 day before the booking time.

I received an incorrect booking. What should I do?

Please kindly inform us at [email protected] and provide your booking ID.

I have a problem with my booking. Who should I talk to?

Please kindly contact us at [email protected] and we will help you further.

The environment in the spa/massage centre is different from what I’ve seen in the images. Why?

Although we have made every effort to display the environment images as accurately as possible, the displayed colour of environment images will depend upon your monitor and we cannot guarantee that your monitor will accurately portray the actual colours and images of such images. We also do not guarantee that the quality and accuracy of the services that you booked or obtained meet your expectations.

Can I book directly with the spa/massage centre?

Yes, of course, you can. However, you will not be entitled for our reward points.

BOOKING REDEMPTION

How do I redeem my booked service?

Present your QR code to the spa/massage centre upon your arrival for booking redemption.

I forgot to bring my booking voucher. Can I redeem my booking without the booking voucher?

Yes, you may redeem your booking via IDOSPA mobile app. First, log into your IDOSPA account via IDOSPA mobile app. Then, go to My Orders to view your booking order. Lastly, present the QR Code to the spa/massage centre for redemption.

I lost my booking voucher. Can you resend the booking voucher to me?

If you lost your booking voucher, kindly make a request to us at [email protected], attaching with your booking number, and we shall resend to your registered email as soon as possible. You may find your booking number at My Bookings.

You may also scan your QR code at the spa/massage centre upon arrival for booking redemption. First, login to your IDOSPA account and go to My Orders. Then, view your booking order to find the QR code.

I’ve made multiple bookings but I’ve received 1 booking voucher only. What should I do?

Your booking vouchers for each booking will be sent separately. Kindly check your Spam Mailbox if you can’t find the booking voucher in your Inbox. You may also login to your IDOSPA account and find a QR code for each booking at My Orders. However, if you’ve still find some bookings missing, please kindly report to us at [email protected].

I can’t make it to my booking date and time. Can I have my family/friend to attend the booking on behalf of me?

We’re sorry to inform you that your booking can be only redeemed and used by you.

My booking isn’t being listed in the massage centre/spa. What should I do?

We’re terribly sorry for such incident. Kindly contact us at [email protected] or 1700-81-7734 immediately and we shall assist you further.

BOOKING CANCELLATION

What is your cancellation policy?

Cancellation will be subjected to a 30% cancellation fees from the total amount. There will be strictly no refund for cancellation less than 5 working days before the appointment date.

IDOSPA reserves all rights to refuse or cancel any service without prior notice.

View the Refund & Cancellation Policy and Terms of Use for more information.

I can’t make it to my appointment. What should I do?

Your non-arrival by the selected booking time may result in a cancellation of your entire booking. We strongly advise that you check all the booking details before making a payment.

View our Terms of Use and Refund & Cancellation Policy for more information.

How do I cancel a booking?

A confirmed booking cannot be cancelled once you’ve checked out and went through the payment gateway at IDOSPA. Therefore, we strongly recommend that you check the booking details before proceeding to Checkout.

My booking has been cancelled. Why?

We reserve all rights to cancel the booking in the event if the preference made is invalid.

View our Terms of Use for further information about Refund & Cancellation Policy.

I’ve checked the Terms of Use, but I still don’t understand why is my booking has been cancelled. What should I do?

We’re terribly sorry for such incident. Tell us about this at [email protected], attaching with your booking number and we will find it out for you.

You may find your booking number at My Bookings.

Will you refund my cancelled or missed out booking?

We do not offer refund and exchange or cancellation service. You acknowledge and agree that made booking or purchased product and/or service requires a full payment. No exchange or refund will be offered after completing a booking. Changes or amendments to the booking may be termed as a cancellation and no refund will be offered. Your non-arrival by the selected booking time may result in the cancellation of your entire booking. It is your responsibility to check all your booking details before completing the payment.

IDOSPA reserves all rights to refuse or cancel any service to anyone for any reason at any time with or without prior notice.

View the Refund & Cancellation Policy and Terms of Use for more information.

PAYMENT & REFUND

What payment methods does IDOSPA offer?

We offer various payment methods including:

  1. Credit card (via MOLPay)
  2. Debit card (via MOLPay)
  3. Malaysian online banking portals via Billplz

Is it safe to use my credit/debit card at IDOSPA?

All provided credit and/or debit card information will be encrypted Secure Socket Layer Technology (SSL) and stored with an AES-256 encryption through the Payment Card Industry Data Security Standard (PCI-DSS) that help to ensure the security of credit and/or debit card information handling by us and its service providers, and that managed by PCI Security Standards Council which is a joint effort of brands like Visa, MasterCard, American Express and Discover. Your credit and/or debit card information shall be deleted after the booking and/or purchase completion.

Do you charge my credit/debit card upon confirmation?

Yes, total booking fees will be charged on your credit/debit card upon confirmation. Kindly be reminded to check the booking information before Checkout.

Can I make a payment with my family/friend’s credit/debit card?

Yes, you may. However, we advise you to use the other’s credit/debit card after getting a permission from the card owner, as you are required to enter the TAC during Checkout.

Can I make a payment to the massage centre/spa upon my arrival?

You are required to make your payment online upon confirmation to complete your booking at IDOSPA. An unpaid booking is considered as an incomplete booking, and we shall not confirm such bookings.

I do not want to share my information. Can I pay directly to the massage centre/spa upon my arrival?

You are required to make your payment online upon confirmation to complete your booking at IDOSPA. An unpaid booking is considered as an incomplete booking, and we shall not confirm such bookings.

We also ensure that your shared information with us is safe and secured with Secure Socket Layer Technology (SSL) and stored with a AES-256 encryption through the Payment Card Industry Data Security Standard (PCI-DSS).

You may view more about our payment safety and security at our Terms of Use.

I’m not staying in Malaysia, but I would like to make a booking in Malaysia. Can I pay with different currency?

Yes, you may make a booking with us even if you’re currently not in Malaysia. Payment made out of Malaysia will be processed via MOLPAY (visa & master)l.

I would like to request for refund. Where can I make it?

IDOSPA shall not entertain any refund request for booking that is less than 5 working days before the appointment date. Under such circumstances, refund is only applicable if the spa or massage centre have the reasons below:

  1. Does not fulfill the services due to business closed temporarily or permanently;
  2. Failed to provide service due to the shortage of resources or emergency events.

Please kindly be noted that refund is not applicable due to:

  1. Late arrival or fail to show up during booking duration under any circumstances;
  2. Fail to present your booking information upon arrival;
  3. Fail to verify your identity;
  4. Spa/massage centre rejection due to violence, sexual or any verbal and/or physical offense.
  5. Spa/massage centre rejection due to Female only spa.

For more information, please contact us at [email protected] or contact our customer service at 1700-81-7734

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