Frequently Asked Questions
Types of payment we accept
The most common payment types are Eftpos and Cash. A receipt is available if requested by the cold cash payer (please do not negotiate for a discount on cold cash payments). Credit cards are also accepted, with a 3% surcharge that will not go to our profits but to the bank fees due to not reaching the minimum credit card users' quota spending on our business. This 3% will be added automatically by our Eftpos machine if a credit card is detected.
We did not subscribe to PayWave due to the extra surcharge. As a last resort, an Internet bank transfer is available.
- Bank transfers from overseas, including Australia and the United Kingdom, are unavailable.
- We don’t accept Google Pay, Alipay, PayPal, American Express, or other payment methods.
- We are not affiliated with 4fterpay, Laybuy, Zi9, or any "buy now pay later" schemes. We do not plan to join them in the future due to the high commission costs and fees involved, and as merchants, we are not permitted to pass these fees onto consumers looking to use their services.
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Please note:
- We cannot accept credit or debit card payments over the phone. Only a bank transfer can be used if the payer wishes to surprise someone by covering their session. Additionally, we do not accept bank transfers for appointments on short notice; we must ensure that the funds are received first. Screenshots of proof of payment will not be accepted.
- For overseas credit cards, please withdraw cash from a local New Zealand ATM first, as it will accept international cards to provide NZD currency. Our Eftpos (Electronic Funds Transfer at Point Of Sale) machines may not recognise those overseas cards in the same way as the ATM does.
A.C.C. Can ACC cover my massage treatment?
NO. Most Thai massage or ordinary massage spas in New Zealand have no policies with ACC or any insurance provider. Our massage therapists are not licensed physicians of any kind. Despite massage health benefits, our services are intended for relaxation only, not to cure injuries or human ailments. Massage clinics that provide ACC cover are most likely to have a medical qualification or have a licensed Osteopath or Physiotherapist.
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To learn more about which treatments ACC covers, please search for keywords like: "ACC what we cover" and "ACC treatment we can help pay for" on Google.
I'm sick, I'm having severe muscle pains can I book a massage?
No. Please consult your General Practitioner (G.P.) first. Our services are solely for relaxation and are not intended for treating injuries, illnesses, or any human ailments. Our staff does not possess any medical qualifications, which is also why we cannot provide ACC cover. Applying harder pressure to the affected area during a massage may worsen your muscle pain. We recommend visiting a Physiotherapist instead. For health safety, we turn away customers with conditions unsuitable for our services. We will not be liable for any health consequences for individuals who conceal their health conditions or information essential for receiving a massage.
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For any medical inquiries regarding a specific condition and whether it suits our services, please be aware that we cannot provide medical opinions on whether a client's condition is appropriate for our services, as we are not licensed to offer medical advice or services. We believe that clients should seek medical opinions or assessments from a NZ licensed medical service provider, such as their GP or general practitioner, to determine if our services are suitable if there is any uncertainty.
How much do you charge?
The prices for our services depend on the materials we use and mainly on the duration of the service (how long it lasts). This is true even if the customer only wishes to have a small portion of a muscle group massaged (e.g., just the neck, just the back, or just the shoulder). Prices start from $25 for 15 minutes and $30 for 20 minutes. Please refer to our complete price list for express massage. Keep in mind that these prices apply only to our basic massage services. Head massages, hot stone treatments, body scrubs, and facial treatments have a different pricing structure and cannot be adjusted to shorter durations.
How much do we charge for couples ?
The same standard prices apply. For example, an hour of standard massage with us is currently priced at $75, so it will be $150 (or $75 + $75) for couples. Our prices are already reasonable. We do not offer couple discount deals like other massage spas nearby, and we do not intend to match their price drops or cheaper promotions.
Any promotions discount and deals?
NO. We don’t run any gimmicks; it’s not part of our marketing to attract customers by engaging in price-dropping battles with other nearby massage spas or by joining deal websites that sell cheaper vouchers like Grabwan or similar. No gimmicks, just straightforward pricing and good service. For anyone seeking massage places with deals and price-dropping promotions, please check out those spas around the Henderson area, which are only 2 kilometres northeast of our location.
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We kindly ask that you refrain from requesting discounts, as this can sometimes create uncomfortable situations. Our pricing reflects the quality of our services, and it’s completely your choice whether to proceed. We believe in being transparent about our prices, so there’s no need to negotiate. If you’re looking for different options, we understand if you want to explore prices elsewhere first; it’s all about finding what works best for you!
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While we genuinely appreciate our senior citizens and understand the importance of discounts, we do not currently offer any specific discounts such as for seniors, students, or birthdays. For those who feel they may benefit from financial assistance, we encourage reaching out to the Ministry of Social Development (MSD), as they provide support for eligible individuals. It's important to note that our business does not receive compensation from any organization or government agency for offering discounts. We recognize that some massage service providers in New Zealand do offer discounts for seniors, but we believe their prices may be higher than ours, which allows them to manage that cost. Our goal is to provide quality services at competitive rates for everyone!
* Financial support approval will depend on the judgement of the MSD case officer, rather than our suggestion mentioned above.
If I bring or refer two, three, or more customers to your place, (or) if my family gets massages at another Thai massage place and we are planning to switch to your services, will I get a discount?
NO, services should be priced like bulk commodities that simply offer discounts. We believe our staff deserves fair compensation and recognition for their hard work, regardless of the workload from the same client.
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Do we sell concession tickets, VIP membership plans, or cards?
NO, same reason above we cannot sell our services in bulk and at discounted prices.
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Please do not call to offer cash payments in exchange for a discount. We don’t do that. Please refrain from calling to negotiate discounts. (We consider it disrespectful, not a norm, social skill, or a savvy money-saving tactic.) We will hang up on any lowball or discount negotiators, regardless of their expertise. We do not negotiate.
Which service is recommended for begginers?
A 90-minute deep tissue massage is highly recommended. (60 minutes can feel rushed and brief.) A longer session allows our massage therapists to work on the entire body and focus on areas that need more attention. Deep tissue massage is also more subtle than traditional Thai massage and gently prepares the body for it.
Is the Traditional Thai Yoga massage recommended for begginers?
No, unless the person is familiar with Yoga (please refer to the previous information above). This service consists of stretching, and lots of stretching, which may not be pleasurable for first-timers or anyone with a less flexible body.
Please note that the traditional Thai yoga massage does not involve hot massage oil. While other Thai massage spas may have altered their procedures, we have chosen to offer the traditional yoga massage without oil.
May I able to extend later on during the treatment?
Yes, if the schedule allows and there are no other clients booked right after your appointment, or if there is enough time available. However, our staff prefer not to do this, as the massage steps and procedures for a specific duration need to be followed. If you request an extension during the treatment, there may be disruptions in how the therapist has to begin or return to certain areas of your muscle group. While it is possible to extend the duration if time permits, we strongly recommend that you book or request the longer duration from the start rather than in the middle of the service.
May I able reduce the duration when I arrived?
No, the timeslot you reserved for yourself has prevented us from booking other customers during that time. Your request is similar to a last-minute cancellation, where you would be cancelling part of your booking upon arrival. For example, if you booked for 90 minutes but then requested to only do 60 minutes, that won't be possible. Yes, you can have a shorter duration if you need to leave early, but you must pay the full price for the service you originally booked, not just for the reduced duration. Please note that a customer is also paying for the time they have taken from our booking availability, not solely for how long our staff provided them with service.
May I able to change the services when I arrived or on short notice?
If you're booking any of our spa treatments, such as body scrubs, facial treatments, or hot stone massages, please note that we need to prepare all the necessary materials before your appointment. Additionally, services requiring considerable preparation time are unavailable for walk-in customers.
If the service you've booked is one of our main services, like deep tissue, relaxation massage, traditional Thai massage, or foot reflexology, only a few material changes are needed, and it won't require extra preparation time.
Who will do the massage?
As of 2025, We currently have Female and Male massage therapists from Thailand
Do you have Filipino massage therapists?
Most commonly asked by any Filipino inquiring customer, mostly in Facebook messenger, the answer is none. All of our staff are from Thailand and does not do Hilot massage and cupping. Its just under management by a Filipino. For any serious pains, please see a medical professional licensed by the NZ Ministry of Health.
Are the staff in your place are qualified and registered?
Let's Elaborate on the "qualified massage therapists."
Our Ministry of Health has no qualified massage therapists registered on its database. Massage services in New Zealand are unregulated. The Ministry of Health regulates osteopaths and Physiotherapists, but massage therapists are not. Anyone can start a massage business without qualifications or training, or you can purchase a massage chair without needing registration and legal work with the Ministry of Health.
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Our massage staff with National qualifications recognized by the Thai government
Our massage therapists working with us are trained, certified, and qualified by the National Skills Standard Testing in Thailand. Before coming to work here in New Zealand, Immigration New Zealand (INZ) checked our Thai massage therapists. We provided proof of legitimate years of experience, national qualifications, medical checks, and importantly, a character check or police clearance. If we ever employ locally here in New Zealand, we still require legitimate training certifications and qualifications from either New Zealand or Thailand, with no less than three years of professional work experience and police criminal record clearance.
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M4ssag3 New Zealand is a self-governing, non-profit organisation made up of professional massage therapists in New Zealand, and it is not a branch of the Ministry of Health. They feature registered massage therapists within their organisation rather than from the Ministry of Health. While we strongly concur that a massage therapist offering services should possess the appropriate training, qualifications, and experience, our staff cannot join them as they do not hold NZQA qualifications or training here in New Zealand. It would not be practical for our team to undergo expensive re-training to obtain NZQA certification for membership, along with the annual membership fees.
The Ministry of Health does not require it. Not being a member or registered with any massage organization here in New Zealand does not make us, or any non-member, illegal, dubious businesses, or uneducated as some of their members claim. It is simply a desperate marketing attack against non-members, aided by biased columnists in newspapers, while not considering the perspective of any non-members. Businesses like ours work honestly and contribute to the New Zealand economy by generating taxes, just like everyone else. We do not put the public at risk, as their members claim; otherwise, we would have been shut down by the NZ government. It also does not mean that someone who has paid thousands of New Zealand dollars for massage training is always better than someone who has spent a few thousand Thai baht or less for training in Thailand. The customer experience still varies based on work experience, customer care, and hospitality of the service provider. Both collectives or groups, whether registered or not, have their own novices and expert massage therapists. A few dubious Thai or Asian massage places should not represent us all. In fact, we have a record of a MNZ registered massage therapist who booked with us and used our services.
What to wear during the treatment?
We offer disposable underwear, bathrobes, and loose cotton shirts for Thai massage. Rest assured, your body will be properly covered by a blanket throughout the entire session, with only the area being massaged exposed.
This part of our service is mandatory. We will NEVER provide any of our services if the customer or client is naked or nude, regardless of any reasons or circumstances. We will not accept medical reasons, cultural norms, discomfort, or any excuses. A session will be cancelled if any customer requests to be massaged fully nude, whether in a joking or serious manner, and we will mark the client as never to be re-booked again.
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- Just in case we run out of disposable underwear, which we provide, and a client arrives without any underwear, we will cancel the booking and refuse service. Some people looking for extra services think they can get additional services at any legitimate Thai massage place by using this trick.
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Any tricky inquiries or indirect questions about what to wear during the massage will not be answered, and the sender of such inquiries will be blocked on our social media or mobile number.
What if I am arriving way too early
Please arrive 5 to 10 minutes before your appointment. Anyone arriving too early may struggle to find a parking spot in our car park, as other customers may still be in their sessions, and the room will need to be reset. We cannot start the session immediately for anyone who arrives too early because no staff will be available to assist, so please expect to wait until your scheduled appointment time.
What if I am arriving Late
Please give us notice. We will accommodate you as best we can and still provide you with the full duration you have booked, provided we are not busy or that no other customer has booked the following timeslot. However, if there is a next booking following your appointment, we will need to shorten or cut your time, as we don’t want the next customer waiting due to another person's late arrival. The same applies if a customer from the last bookings arrives late; we cannot extend past our closing time as our staff must go home on time.
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Fifteen minutes - If we haven't heard from the customer or received any notification within 15 minutes, we'll cancel the appointment and offer the slot to someone on our waiting list. The appointment will be cancelled even if the customer arrives late. Furthermore, the customer will be added to our do not pre-book list for failing to show up for their appointment.
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If we have a busy booking and cannot accommodate a late-arriving customer who wishes to extend the duration of their booking, the late-arriving customer will still be required to pay the full price of the service they booked, even though the duration of the service has been reduced.
Spa? why Thai massage and Spa?
The history of the Spa will take a long time to explain so that we will give a concise explanation. The spa is highly associated with relaxation treatments using minerals. The best historical example in NZ is the Pink and White Terraces in Rotorua, which existed around 140 years before the volcanic explosion of Mt. Tarawera in 1886.
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Now, Spa can be a commercial business providing health and beauty services using oil and minerals.
"Massage and Spa" refers to premises that offer treatments using oils and minerals, such as body scrubs and facial treatments, rather than implying the presence of bathtubs or saunas.
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Khunchai Thai Massage isn’t a full spa with hot tubs or saunas for bathing. We do offer facial treatments and body scrubs.
I tried to contact the shop number during operating hours several times But why I cant call or text are not responded?
We might miss the customer's call when everyone is busy. Our staff won’t take the client's session time to go out and answer the phone for bookings. If no one is available to take your call, please send us a text message as we do not check our voicemail.
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Your mobile number setting is on Private Caller ID. Our devices are configured to automatically reject any incoming calls from private numbers. All phone calls and numbers contacting us should be documented for our protection and to make it easier to report callers to Netsafe NZ if they commit a telecommunications crime, such as verbally abusing or threatening us over the phone. This also helps us record the number of callers who fail to attend appointments. If your mobile number must remain set to private, please reach out to us via text messages. We assure you that we do not share any customer contact details unless requested by the NZ Police.
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Roaming or overseas numbers - Please use only New Zealand +64 mobile numbers.
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We may have already blocked your number. Anyone listed on our do not re-book list for failing to show up for appointments, cancelling on short notice, soliciting extra services, sending malicious inquiry messages, being sales cold callers, or negotiating for discounts is blocked to prevent re-booking. If you hide your phone number, the call will be auto-rejected. Khunchai Thai Massage will not notify anyone added to the do not re-book list. No-show and short-notice cancellation fees are not enforced, and it's voluntary for the no-show customer to decide whether to pay in order to book with us again. The client will remain on our do not re-book list until any penalty fees are settled. Please visit our website for payment instructions.
Please do not presume that these policies do not exist or that we did not record any no-show appointments. A no-show customer cannot simply rebook in a few weeks or after a year as if we may have forgotten. We take this matter seriously; akin to a retail business facing shoplifting issues, we've lost earning opportunities due to non-serious booking customers. We are not like other Thai massage places that let time-wasters slide. We should have booked someone who would actually show up. We do not tolerate this abuse. To address any penalty fees, please message us through the contact us page of this website. We will not address any penalty fees through unrecorded phone calls, as this transaction must be documented.