📋 Complaint & Resolution Policy

Saowanee Authentic Thai Massage

At Saowanee, we are committed to upholding a high standard of service for all clients.
We value your trust and take every concern seriously — because your wellbeing, dignity, and comfort truly matter.

This policy ensures that all feedback, complaints, and disputes are handled fairly, respectfully, and promptly.

📝 1. Submitting a Complaint

You may lodge a complaint through:

• 📧 Email: support@saowanee.my

• 📱 WhatsApp: +60179520032

• 📝 Feedback Form: Available at our centre or online

Please include the following to help us resolve the issue faster:

• Date & time of the session

• Therapist’s name (if known)

• Clear explanation of the incident

• Supporting images/documents (if applicable)

🤝 2. After You Submit

Here’s what happens next:

• 🕓 We acknowledge your complaint within 24–48 hours

• 🔍 Internal review conducted within 5 working days

• 📞 We may reach out for more details (if needed)

✅ Our aim is to resolve the issue within 7–10 working days, unless otherwise communicated.

🔁 3. Resolution Options

Depending on the case, we may offer:

• 🔄 Replacement session with another therapist

• 💸 Follow-up session at a discounted rate

• 👩‍⚕️ Referral to a senior therapist

• 💬 Feedback review with involved staff

• 💰 Partial or full refund (management discretion only)

Note: Refunds are not guaranteed and will be reviewed based on session records and prior agreement.

🚫 4. Misuse & Malicious Complaints

We appreciate honest feedback.
However, false, abusive, or exploitative complaints made to seek unfair compensation may result in:

• Rejection of the complaint

• ⚠️ Blacklisting from future bookings

🤍 5. Our Commitment To You

We believe that healing starts from trust.
And trust comes from transparency.

We promise to:

• Handle every complaint confidentially & fairly

• Listen with empathy

• Improve continuously based on your feedback

📞 Need Help or Clarification?

Feel free to contact us anytime:

📧 Email: support@saowanee.my
📱 WhatsApp: +60179520032

✨ Thank you for choosing Saowanee. We’re here not just to serve — but to listen, grow, and support you with care and integrity.
– Team Saowanee Authentic Thai Massage