Booking Terms & Conditions

Acceptance of Terms

These Terms & Conditions apply to online appointments made with The Best Family Wellness, operated by The Best Wellness Sdn. Bhd.

By proceeding with an appointment and making payment, you confirm to these Terms & Conditions and agree to the applicable booking, cancellation, payment and refund conditions stated below.

Booking & Confirmation

Please check your selected outlet, service, date and time carefully before making payment. Your selected appointment slot is reserved for up to 10 minutes while you complete payment. The reservation may be released if payment is not successfully completed within the payment period. payment.

Your appointment is confirmed only after payment has been successfully verified and a booking confirmation has been issued by The Best Family Wellness. Please keep your booking reference for any enquiries. If you are charged but do not receive a booking confirmation, please contact us as soon as possible so we can verify your payment and booking status.

Prices & Payment

All prices are stated in Malaysian Ringgit (MYR). Any applicable SST, taxes or charges will be displayed before payment where applicable.

Online payments are processed by our appointed third-party payment gateway and the applicable card, bank or e-wallet payment channel shown during checkout. The payment provider displayed at checkout will be the provider responsible for processing that transaction. We do not store full card numbers, bank login credentials, e-wallet PINs or one-time passwords.

A pending, failed, abandoned, cancelled or reversed payment does not by itself confirm an appointment.

Cancellation, Rescheduling & Refunds

Customers who wish to reschedule an appointment should contact The Best Family Wellness as early as possible before the scheduled appointment time.

Change-of-mind cancellations, late cancellations, no-shows, incorrect booking details provided by the customer, and late arrivals that cannot reasonably be accommodated are generally non-refundable. Rescheduling is subject to appointment availability and approval by The Best Family Wellness.

When a Refund May Be Provided

A full or partial refund may be provided where:

• The Best Family Wellness cannot provide the booked service.
• Payment was received but the booking cannot be confirmed or fulfilled.
• A duplicate payment, incorrect charge or overpayment occurred.
• A verified technical or payment-processing error affected the transaction.
• A refund is required under applicable law or payment-channel rules.

Completed Services

Payments for services that have already been fully provided are generally non-refundable, except where required by applicable law or where a valid issue relating to the service or transaction requires further review.

Refund Method & Timing

Approved full or partial refunds will normally be returned to the same payment method used for the original transaction, including the original card, bank account or e-wallet, where supported by the relevant payment channel. Refunds will not normally be made to another person or through a different payment method.

Refunds are subject to the processing procedures and timelines of the relevant bank, card issuer, e-wallet, payment provider and payment scheme. Once a refund has been submitted, the time required for the refunded amount to appear in the customer's account may vary depending on the payment method and financial institution.

Booking Enquiries

For any booking enquiries, payment issues or refund requests, please contact The Best Family Wellness only by WhatsApp message (The Best Wellness Sdn. Bhd.) at 012-287 2238 or thebestwellness@yahoo.com. Please provide, where available:

• Booking or order reference number
• Customer name and contact number
• Payment transaction ID or payment reference
• Payment amount, date and payment channel
• Reason for the refund request
• Proof of payment or transaction receipt

Late or Expired Payment Transactions

Online bookings may be subject to a limited payment reservation period of 10 minutes. If the payment period expires before payment is successfully completed, the selected appointment slot may be released and become available to other customers.

If payment is nevertheless successfully received after the booking reservation has expired, or payment is received but the corresponding booking cannot be created or fulfilled, we will verify the transaction with the relevant payment provider. Where the payment is confirmed but the appointment cannot be fulfilled, the customer will be offered an appropriate resolution, which may include rescheduling or a refund in accordance with the applicable payment-provider procedures.

Late Arrival

Please arrive at least 10 minutes early. We will only hold your slot up to 10 minutes after your scheduled time. If you arrive late, your service may be shortened or rescheduled to avoid delaying other customers. The appointment end time will only be extended when staff and room availability allow.

Health & Conduct

Please tell our staff about any medical condition, injury, pregnancy or allergy that could affect your treatment — our services are not a substitute for medical care. We may refuse or stop a service for safety reasons, or where a customer behaves inappropriately toward staff or other customers. Any refund will be assessed based on the circumstances, whether the service was provided, this policy and applicable law; it is not automatically non-refundable solely because a service was stopped.

Promotions & Voucher Codes

Promotional and voucher codes are subject to their stated validity period, participating outlet(s), eligible services, minimum spend, usage limits and other applicable conditions. Unless otherwise stated, codes cannot be combined with other promotions and have no cash value.

A voucher is considered redeemed only upon successful completion of the eligible booking/payment. A voucher temporarily reserved during checkout may become available again if the booking is not completed or expires.

The Best Family Wellness reserves the right to reject, cancel or reverse a promotional benefit where a code has been obtained or used fraudulently, duplicated, altered, used contrary to its stated eligibility conditions, or applied as a result of an obvious technical or pricing error.

Personal Information

We may use and share the information required to manage your booking and process, verify, settle, refund or investigate payment transactions with our appointed payment gateway, the relevant payment channel, banks, card issuers, e-wallet providers and authorised service providers. We keep this information secure and do not store your full payment credentials.