Spa Ettiquete
[Booking an appointment.]
Phone call
To successfully book an appointment via phone, please provide us with your essential details: your name, the desired booking time, and the type of service (such as deep tissue or hot stone, etc.). We will confirm whether your requested time is still available. This process helps prevent walk-ins from taking your appointment if they arrive at the same time. We can verify your appointment with your provided name and contact details in case there are other walk-in customers with the same name. We will always strive to gather these essential details. Please note that phone call history records, or statements like "I will be there soon," "I'm on my way now," or "I will call back later," along with any phone calls without the specific date, time, and customer name, are not considered valid bookings and do not guarantee a reservation upon arrival. We do not accept phone calls outside our operating hours (6:45 pm - 9:30 am) daily and on public holidays. Calls from private numbers are automatically rejected; if your mobile number is set to private, please send us a text message instead.
Please note: Our phone system will automatically reject any private or hidden caller numbers. For safety reasons, callers cannot choose which team member they wish to speak to. If a caller hangs up immediately after we answer in hopes that a different team member will take the next call (for example, if a male receptionist answers and the caller hangs up to try again later, expecting a female receptionist), that caller will be blocked immediately and will not be able to call us back.
- Full terms and conditions are available on the Call Us page.
Text message.
Similar to phone calls, customers wanting to book must provide us with the basic details required to secure a reservation.
All inquiries should be brief and straight to the point.
Anyone who persistently texts or calls us, repeatedly asking for our prices, services, and availability, but never makes a booking will be blocked. Any vague text message, such as "Hi" or "Hello" without context, or inquiries like "Do you do massages?" regarding extra services, will be ignored despite the repeated notices on every page of this website. Open-ended inquiries or questions intended for negotiation will not receive a response. Please be direct with any requests.
Anyone requesting a booking after hours or late at night will not receive a response and will be blocked.
- We'll be suspicious of any client asking for the ages of our staff, and we may end up hanging up the call and blocking the caller's number. This is a red flag customer inquiry.
-The customer must inquire about the time they wish to book, and we will inform them if that time is still available, the next available time, or if we are fully booked. We will not respond if the inquiring customer asks us to state all of our available timeslots.
-Calls from private numbers are automatically rejected by our devices. All calls or anyone contacting us must not conceal their contact details.
-All inquiries must be direct and straightforward in seeking an appointment. We don’t entertain fishing for discounts or extra services; please note that we will hang up and block the customer if we sense any indirect inquiries or gimmicks.
-Please refrain from lowballing or negotiating for discounts. Our prices are fair, and it’s up to the consumer to find cheaper options elsewhere; we're not forcing our prices on anyone.
-The cut-off time for calls is 6:45 pm daily. A legitimate clean Thai massage does not take bookings from mid to late evening, no matter the justifications or reasons.
Online bookings
We are using Gettimely services, which differ from what most other Thai massage spas typically use. We have chosen Gettimely for its straightforward plans and pricing, without hidden charges or commission fees per customer booking. Medical service providers or clinics often prefer this software for online bookings.
​
Unlike other online booking software, Gettimely doesn’t spam clients post-transaction with reminders like "leave us a review" or "book with us again" after a few weeks, nor does it send any marketing emails. Moreover, customer personal details are entirely under our control due to our paid subscription, unlike those "FREE" and cheaper commission-based online booking systems that may share customer information with marketing firms for advertising purposes.
​
All customers wishing to book online with us must create an account with Gettimely and verify it through two-step verification: entering their mobile number and receiving a key code via text message provided by the software. This process ensures that you are making the appointment and not someone else using another person's identity, helping us screen for serious bookers rather than those just playing around.
​
Online payments are not active or included in our Gettimely account plan. No aspect of the online booking process asks for debit or credit card details; customers must pay in person at our shop. No customer can claim, "I paid online already."
​
Please make sure to pay attention to the details of your booking. Carefully choose your preferred date and time, and let us know if you have a specific massage therapist in mind.
Khunchai Thai Massage and its staff accept no responsibility for any errors individuals make when booking online. This includes arriving on the incorrect appointment date or finding no availability upon arrival due to mistakenly booking for a different day or time, as well as any related travel time and expenses.
​
Online booking should not be used to secure an appointment, reserve the timeslot, and then cancel at short notice.
[Walking in]
Walk-in customers are welcome when there are available spots or time slots upon their visit.
A first-time walk-in customer cannot demand to see all our therapists and make a choice. We do not operate this way because we are not a dubious massage place like a brothel, where all the masseuses would be shown to a walk-in customer for them to choose from. We believe that brothels do this, and it's a definite NO for us to follow suit. We have a system in place and assign a therapist for walk-ins.
​
Please do not use our car park as a reference for how busy or free we are. A significant percentage of our repeat clients are our neighbours here in the Glendene area and do not use cars unless it’s raining, along with regular repeat clients who are always dropped off and picked up by their family. Some clients only use a single vehicle for two or three person using our services , and there are also clients who use the Auckland bus services, so an empty car park does not equate to availability.
​
- A 50% deposit will be required if someone walks in and books an appointment on the same day for a later time. According to our records, most customers who book this way do not show up and provided an incorrect or inactive contact details.
​
For safety reasons, our security doors are usually locked and only unlocked when a booked customer arrives. When someone arrives as a walk-in without an appointment, we will check our outer premises first before unlocking our security doors. If a walk-in person just wants to inquire, we have the most basic details printed outside our door, like prices and services. Any random walk-ins cannot request to enter, such as saying, "Can I see how tidy the rooms are before I make a booking?" or any similar ruse. Our washroom is for customer use only. Due to increasing crime rates, we will be extra careful, even if these procedures are unwelcoming to potential new customers.
​
For safety reasons, we will immediately decline or deny service if a walk-in customer inquires about any adult, extra, sensual or sexual services, whether they are merely asking or genuinely seeking them. We do not serve any male walk-ins after 6:00 pm.
We will refuse service to anyone who cannot communicate in basic English (or pretends not to) because they cannot communicate or tell us what service they want or are looking for. They could be seeking massage treatment for any serious pain or injuries that must be seen by a NZ-licensed physician. They could not tell us about any of their important medical conditions. Most importantly, we will not risk being mistaken for a brothel using massage as a front, like other adult services establishments in Auckland.
​
Please walk directly to our door or ask any of our team members for information. Due to increasing crime rates, we will be wary of anyone wandering around our premises without a purpose or for random reasons not related to our services.
[Sales people / Solicitors / Religious peddlers / Christmas Caroling ]
* An unexpected visitor (non-customer) often just interrupts us.
- Please, no sales agents or utility company representatives trying to persuade us to switch companies, and no EFTPOS company agents either. We will not be changing companies or registering for any programs.
- Please refrain from religious proselytising. Let’s respect our differences in faith.
- No Christmas carols. Even though we have Christmas decorations during the holiday season, we are not religious. Our Thai staff, who come from different cultures, may not be familiar with Christmas caroling and would not understand why a group of people is singing Christmas songs in front of our premises. (Caroling is a Southeast Asian Catholic tradition of visiting homes to sing Christmas songs with the expectation of receiving a gift, often monetary.) Please remember that caroling or loud singing disturbs our clients during their service, and we do not find it respectful—please be considerate of our customers.
​
Network marketers wishing to invite any of our staff to join get-rich-quick schemes or showcase their company’s products, such as health supplements, are NOT WELCOME.
​
* To any sales agents, network marketers, religious preachers, or fundraising solicitors: please do not come to disrupt our workplace.
"The boss is not here," and please do not cold-call us. Thank you. Anyone who refuses to accept "NO" as an answer will be served a trespass notice, and we will call the police to remove anyone causing a disturbance or attempting to deceive us.
[Arriving]
At least 10 to 5 minutes before the appointment time
Ideally, arrive 5 minutes before your scheduled appointment. Please don't come too early, as our staff may not be ready to assist you, and other clients might still be finishing their appointments. Additionally, there may not be any available parking spaces. If you do arrive early, please be patient and wait. Don’t expect us to be ready to serve immediately upon your arrival, as we need time to set up and tidy our rooms. However, we can start the session right away if we’re not busy.
Arriving late
Sometimes, incidents beyond our control occur, such as slow traffic, emergencies, and more. However, please let us know if you will be late for your appointment. We will do our best to accommodate you. Still, we will not bear any losses due to these unforeseen circumstances and will pass any costs to the customer who reserved a time slot for any unavoidable reduction in time caused by tardiness, short-notice cancellations/rescheduling, or no-shows.
Arriving late or exactly on time may shorten your session if there is another client scheduled after you. We cannot make the next client wait if they arrive on time, and we won’t shoulder the loss of our productive time; thus, the price will remain the same despite any reduced duration. If you arrive late, you may still receive the full duration of your booked session if we are not busy and no client is queued behind yours.
We wait for 15 minutes; we do not follow up. A booking will be considered cancelled and marked as a no-show if a client does not arrive or arrives more than 15 minutes late without notifying us. That spot will be immediately offered to someone on the waiting list. A late customer may lose their appointment even if they arrive later than 15 minutes without informing us, or they can still be served but at a reduced duration. They will still be liable to pay for the full price of the service booked or the entire duration reserved.
In most circumstances, we do not follow up. Most responsible individuals will do their best to notify us if they will be late before the agreed appointment time. On the contrary, non-serious bookers often fail to inform us of their intentions. If we attempt to follow up, they frequently have excuses, including guilt-tripping ones like accidents, having COVID, being in the hospital, or not picking up our calls or responding.
[Cancellations / short notice re schedule and No Show's]
Please provide us with 24 to 12 hours' notice for any cancellations so we can book another client. If we do not receive a cancellation notice within this timeframe, we will charge 50% of the treatment fee. If a client does not show up, we will impose a 100% penalty fee for the booked appointment.
A no-show client will not be re-booked (even with a voucher) until the penalties are paid. Please note that cancelling an appointment online after hours will not be accepted; the time is counted from 9:30am to the appointment time.
Emergencies or accidents are often cited as excuses when we follow up on why a client did not attend their booking without notice. "Family emergencies" or any accidents will not be accepted if the client calls to cancel just a few minutes prior to the appointment time, unless the client provides proof.
​
If a client is unwell, we expect them to call us to cancel their appointment as early as possible, ideally before 12:00pm, and not within an hour or less before their appointment time from noon to evening. This incident frequently occurs during long weekends, when clients may change plans and use illness as a cover to cancel on short notice. We will still add the client to our do not re-book list.
Do not book any appointment just to hold the time; let others take any available time slot we have and allow us to earn. Please do not book if you are uncertain about your schedule. Penalty fees apply for short-notice cancellations. Cancelling within 90 minutes before the booked appointment time is considered a no-show.
Short-notice cancellations, rescheduling, and no-shows affect us and clients who wish to book our services. We must enforce our cancellation policy, and we hope everyone understands this necessity. The time of other clients and our therapists is just as valuable as yours.
(Effective from 1st February 2021.) This is only a summary of this policy. Click here for full no-show and short-notice cancelling/rescheduling policies.
[Pricing]
Khunchai Thai Massage does not focus on cheaper promotional pricing or the add-ons and gimmicks of nearby massage spas. We offer straightforward prices and services without any hidden costs. There are no additional charges for harder pressure, and we do not offer discounts. Please refrain from asking for discounts, as it may cause offense.
​
Unlike public transport or other necessities, we do not provide special pricing or discounts for seniors aged 65 and over at our spa. We do not receive compensation from the government or any organization to offer monetary discounts to seniors. However, we recommend that seniors apply for any financial benefits from Work and Income or the Ministry of Social Development to manage their daily expenses if they and the MSD case officer believe they qualify.
The prices for our services are reasonable. Our rates, along with those of other Thai massage spas in the Henderson area, are quite competitive compared to spas located in central Auckland, North Shore, and South Auckland. We may not be the cheapest, but we're certainly not pricey when it comes to massage services. (The right price, clear and transparent with no small print or asterisks in our ads.)
[Tipping]
Tips or any gifts of any kind are not required or necessary for our customers to give to our staff, but they are highly appreciated. All our team members anticipate that any tips or gifts from customers are given with "no strings attached" and that clients who give tips will not expect anything in return, such as extended durations on future visits, exemptions for short-notice cancellations or rescheduling, or no-shows.
​
Cold, hard cash tips from customers can be given directly to the staff who provided the service. Tips given through electronic payments, such as those added to EFTPOS transactions, will incur income tax and will be paid to staff on their payday, documented on their pay slip. The responsibility for covering income tax falls to the staff receiving the tip, not the company they work for. We cannot cash out for the customer/tipper to pass to our staff, as we have a restricted minimum cash reserve for security purposes.
Deliveries that are unexpected, such as secret admirer flower bouquets and gifts, are not permitted on our premises. We will not accept any deliveries, even if those packages are addressed to us or our staff. As the current occupiers of the premises, we reserve the right to issue trespass notices to any delivery person until the gift delivery service provider ceases sending items to our location.
[Before the treatment]
- If possible, avoid heavy meals before your appointment starts.
- Always inform the therapist of any important health conditions you have, including current or past appointments with medical service providers, even if it was a long time ago. Ignoring this advice could trigger severe pain from previous injuries or medications. Please note that our staff are not licensed physicians in NZ and should avoid massaging any injuries or treating human ailments.
- Please do not use the preparation time for other activities, such as phone calls. The time allocated to appointments is limited, and we may need to rush or cut the appointment short if the customer takes too long to prepare. This ensures the next booked customer does not have to wait upon their arrival. This includes using the toilet before the session if done past the booked appointment time. The price of services with reduced duration will not be refunded, and the booked customer must still pay the full price for the services.
[During the treatment]
For an excellent massage experience, please don’t hesitate to communicate with our therapist during your treatment regarding any concerns. This is much more effective than raising complaints after the treatment when there’s nothing we can do. Not only in our massage spa but anywhere else you receive a service, like hair styling or pedicures, do feel free to voice your preferences.
- Please inform our therapist if the room temperature becomes too warm or cold so we can adjust the air conditioning. Let us know if the face pillow is too high or low so the therapist can adjust it for your comfort. Specify any areas you want to focus on or avoid. Feel free to discuss anything else related to your treatment. We hope clients understand that we are not here to cure or treat any pain or ailments. A firmer massage pressure may exacerbate any discomfort and cause bruises. Our massage therapists are not licensed medical practitioners. Our services are purely for relaxation.
Please note that our therapist cannot provide a full body massage for those booking a session shorter than an hour, like a 30-minute massage. They can only concentrate on the head, back, neck, shoulders, or feet and legs. Our therapists may be unable to accommodate all requests for these shorter sessions.
Once the treatment is finished, please prepare to leave the room promptly so we can service the next customer in a timely manner. Customers should refrain from sleeping, making phone calls, or engaging in any other activities, as we need to reset the room for the next appointment. The maximum time customers get ready is three [3] minutes. We reserve the right to enter the room if the customer exceeds this time limit.
No Extra services
There is significant discrimination in Thai massage businesses regarding happy endings and other sensual or sexual services. The Thai massage profession also faces high levels of discrimination in popular culture, including movies, music videos, and video games, where it is often wrongly equated with prostitution or sex work. While we acknowledge the challenge of this perception, we do not accept any condescension or disrespect within our premises. Asking about or joking regarding adult services may lead to a client being banned or refused service. We understand the history behind the negative reputation of Asian massage therapists, but it is unfair to assume that all of us think and act the same way. We firmly reject any form of disrespect within our establishment. It is both disgusting and disturbing that therapists, who simply want to work properly and decently, are often confused with prostitutes. For those who lack respect, we recommend taking their money and business elsewhere. Although some prostitution businesses use "massage" as a front or provide additional services, we assure you that our establishment is a legitimate Thai massage business, staffed exclusively by professional, experienced, trained, and certified Thai massage therapists.
​
A simple No Adult Services notice is insufficient on our website and at our entrance. This notice has evolved from a single paragraph into a multi-page essay. Anyone seeking extra services who downplays, pretends not to understand English, or ignores this message, is why we've placed around ten signage notices on our premises and have been direct on our website. Please be advised that anyone may be committing a crime if they behave inappropriately during a massage session, such as exposing private parts to the therapist, touching the therapist during the service, or engaging in verbal abuse. Police emergency services (111) will be contacted without warning for any inappropriate client, and we will not utilise Police 105 reporting as we consider those situations emergencies. Additionally, CCTV cameras have been installed to capture the identity of any customer or vehicle registration numbers, allowing us to conveniently file a police report if the individual leaves before the police arrive.
No English or inability to read will never be an excuse for any criminal activity through inappropriate actions. Any walk-in customers who cannot communicate in English will be refused service because it is unsafe for our staff when we do not know what the client is looking for. For anyone seeking additional services, we respect your needs, but we are not the right place for you. These multiple or repeated notices are in place to help you avoid any awkward situations when service is refused, so please save time and do not contact us.
​
"Sports Massage" has a similar connotation to sensual massage among adult service patrons, often used as a subtle way to ask for additional services. Therefore, we removed it from our list of offerings.
​
"I’m just asking" - Even a simple inquiry about extra services can lead to an inquiring customer being banned from our services or turned away if they walk in and ask about them. In the massage industry, opinions vary on customers who are just asking for extras, but we view it as prejudice and discrimination against all Asian massage therapists, including our staff. It doesn’t matter if other therapists or Thai massage shops offer extras; regardless of the intention behind asking for extra services, we will decline to serve.
​
Integrity over money - Unlike other legitimate Thai massage businesses that lack signages or warnings, hoping to attract clients from all market niches—including those seeking inappropriate services for maximum profit—leaving their staff in a risky situation, as the operator believes that staff should handle any misbehaving customers during service. At Khunchai Thai Massage and Spa, we support our staff as we would protect a family member, not just as mere employees generating income for us. We do not rely on inappropriate clients for our business, and we cannot be bribed; we do not need their money.
We are happy to be on the losing end; we’re fine and even pleased to see our competitors gaining more customers and being busier than us. This is because we do not accommodate or welcome any inappropriate potential clients with lewd intentions when visiting a massage spa, nor do we tolerate abusive customers who think they can do anything with their money.
​
Other Legit Thai Massage: The staff should be able to handle any inappropriate clients on their own. We need the customer's money, so the staff should always be accommodating regardless of the customer's attitude so they will keep coming back. We will invalidate our staff complaints regarding any inappropriate and passive-abusive paying customers. There is no need to put signage up, as it is not welcoming and comfortable to see any policies or signs on our premises. As a business, revenue is the most important.
​
Us In Khunchai Thai Massage: We will protect our staff like family and will not allow any disrespectful clients to harm or harass them. We will always stand by our staff rather than support a paying but inappropriate and abusive customer. Any customer may be banned or trespassed whenever any of our staff request it if they feel uncomfortable serving any client, and we will utilise NZ laws if necessary. Placing policy signs throughout our premises may affect our image by making us seem unwelcoming and uncomfortable, potentially causing customers not to return. But that’s okay if it contributes to our staff's comfort and safety while working with us. For us, the morality, safety, and comfort of our staff are more important than money.
​
It is also not our concern to make any website visitors uncomfortable or have negative UX or user experience due to being upfront with our policies, including customers on our site seeing multiple signages. The User Experience will vary from what the website visitor expects or looking for when they type "massage" over the internet. This setting is working well for us, no more annoying call or text inquiries from adult services punters and none of our staff has been harassed.
​
Please use this website as a reference, not from any online forums or hearsay.
Further more
- Aside from not providing any extra services, Our staff will never use any arousing or teasing massage techniques to excite male clients during the treatment to improve customer retention.
- Any unusual customer request, such as legs massage near the genitals area, groin massage, or buttocks massage or requesting anything that our staff not comfortable doing, may get them banned from our services. We will always take side with our staff than any customer with money to spend.
- Asking for the age of any of our staff is out of line and considered as a red flag, and it is questionable what the inquiring potential customer's intention is when they are looking for massage services when they ask how old or what the staff who will serve them look like. All reasons or excuses are invalid for why an inquiring customer would ask for age, such as wanting to know who will touch their body, being shy if the therapist is too young, wanting an older massage therapist, wanting someone strong and not too old, or any other reverse psychologic reasons. We will refuse to give any description of any of our team members regardless of any justifications why someone would ask for the ages of our staff. A legitimate customer should be only looking or interested in the skills of massage therapists, not on any physical descriptions or how they look.
- There are adult services punters or customers who look for extra services but prefer to visit a legit massage spa than those massage places which openly advertise that they provide extra services aiming to connect with any massage therapist staff. They expect more extra services to be offered if they get connected enough with the massage staff even if they are in a legit massage spa. Please let us confirm this type of speculation, that this will not occur with our legitimate massage spa.
- Let us be direct, This not a club and not the place for any single person to look for a romantic relationship unlike in other dubious Thai Massage place where their management tolerates any of their team members to any extra marital affairs, acts of immoralities or any similar, we will trespass anyone trying to engage with any of our staff personally (or terminate any of our team members who indulge on any immoral activities) not because we control them but because we guarantee to all our current and potential future clients that we are a family oriented Thai Massage business.
Our staff will never exchange contact details with clients, such as social media accounts, contact numbers, or email addresses. We are family-oriented shop operators and will not allow this to happen.
Drapping during the massage
- This is mandatory. We require all our clients to be covered by drapes or towels during the massage, especially our male clients. And to wear disposable underwear we provide, or do not take off your underwear. We will accept no excuses, whether for cultural reasons, health conditions, or discomfort. We do not care or it is not our concern how they do any massage anywhere in other places or other countries such as European style as they say where a client can be completely naked. Anyone who wants to be completely naked during the massage and disagrees with our conditions will be refused service and be banned and is encouraged to go elsewhere and not do business with us at all. We are familiar and check online forums regarding adult services advising punters like how to get extra services in a legit Thai Massage by doing those tricks such as going out without underwear so they can get massage naked by default along with playing dumb as the Thai Massage business has no choice if they do not provide a disposable underwear, we will cancel the appointment and ban any customer who will try to do this with us.
[Before you leave the massage treatment rooms, Please check your valuable items]
We provide baskets for clothing and jewelry boxes at each massage table so our clients can keep their valuables secure during treatments. After a massage, our therapist will prepare the table and change the sheets for the next client, while also checking for any left-behind items to ensure their safety or notify someone if they misplace something while in our facility. However, our therapists sometimes overlook or miss small items, like earrings, or a client may forget to use the provided box. If our therapists don’t notice these items first, we cannot guarantee the honesty of the next client who might find them. In such instances, we cannot be held responsible for the loss of valuable items due to others' negligence. Posters are placed on every room door handle to remind everyone to check their belongings before leaving, and we have no interest in retaining any items left behind by clients.
If any client realizes after their massage that they are missing items and suspects they left something in the room, they cannot demand a search if the room is occupied by other clients. Interrupting another paying client's session would be unfair due to someone else's negligence.
Under New Zealand law, searching someone else's belongings without their consent is illegal. This includes detaining a staff member or other customers suspected of theft while waiting for the police to arrive. If you're unsure, you can ask any retail security worker at supermarkets who are unable to stop a suspected shoplifter from leaving. Accusing someone of theft without solid proof or evidence is also against the law.
When we find something after a client has left our premises, for added security, we do not ask all clients from the day if they’ve lost anything or describe found items to them, as this would give others a chance to guess and claim what isn’t theirs. We allow clients to inquire and describe the missing items to ensure they belong to the rightful owner. If you’re missing anything after your visit with us, please feel free to contact us, but we are sorry if we cannot locate your missing items here.
Tip: please check your pockets, bags, or vehicle first; most clients who have inquired about forgotten items have found what they're missing at home. For mobile devices, you can use "Find My Device" on Google for Android phones or the "Find My" app with iCloud for iPhones, assuming you’ve registered your devices. We highly recommend doing this as soon as possible before the device battery runs out.
If any clients accuse our staff of theft without evidence or proper consideration, or spread false information via social media or other platforms, legal action may ensue on the grounds of defamation or harmful digital communication if the accusations are made online. Making false allegations against individuals without solid proof is a crime.
While some lost and found queries are genuine, others may attempt to take advantage of the situation by falsely claiming they’ve lost something on our premises or that we’ve taken something, trying to make us liable. We strongly encourage clients to leave their valuable items at home to avoid such incidents.
Health Considerations
It is the client's responsibility to keep our massage therapist informed of any medical treatments or medications they are currently taking and to consult their General Practitioner (G.P.) about whether receiving a massage is appropriate. Some services have specific contraindications related to pregnancy, high blood pressure, prescription medications, and other medical conditions.
[Disclaimer]
Despite the health benefits of massage, Khunchai Thai Massage and Spa services are non-medical procedures and are not intended as treatments, prescriptions, or corrective measures for any human ailment or condition. Only a licensed physician can provide such medical treatments.
It is the client's responsibility to know if their body is suitable for a massage treatment from us. We do not provide physical or medical assessments for each individual client regarding their suitability for massage. The client or recipient of any of our services should be aware of their physical health or have consulted with a New Zealand qualified/licensed physician to determine if they can undergo a massage. We hold no NZ medical qualifications and cannot conduct any physical assessments prior to treatment; our services are solely for relaxation purposes. Therefore, bookings are made at your own risk, and we will not be liable for any side effects resulting from our treatments.
Side effects may include serious pain following the provision of our services. We do not accept or acknowledge a client's mere suspicion that we caused any injury or serious pain; such claims must be verified by a NZ licensed physician—not just an "I think so" or mere suspicion. Furthermore, please refer to our terms and conditions that customers accept when making a booking. Any injury or serious pain resulting from failure to disclose current or past injuries or medications before treatment is also the client's responsibility.
If a licensed physician or doctor recommends our services to any of their patients and an unwanted side effect occurs, or if the patient's health condition worsens following a massage, the physician who recommended our services will be held accountable for providing incorrect advice and recommendations, not Khunchai Thai Massage and Spa. The recommending licensed physician must provide this recommendation in writing with their signature; otherwise, we will refuse service.
We reserve the right to refuse service to anyone with a medical condition, regardless of whether they have been recommended or suggested by a doctor, GP, or any medical service provider to receive a massage. We aim to avoid any legal liabilities under NZ law or from the Ministry of Health if anything goes wrong, regardless of any suggestions or recommendations made by a NZ licensed physician. We will not take risks. It is advised to see a physiotherapist or osteopath, not a massage spa.
[Downplaying our signages and lowballing]
A customer may contest, "I didn’t see that signage," "I didn’t see the details," "I should get this," "I should get that," "It must be like this," "It must be like that," and so on regarding what they believe they’re entitled to. Lowballing will sever our business relationships with any clients who engage in such behaviour and will result in a customer being banned from our services. Our signage policy notices, such as sudden time reduction, late arrival fees, shower fees, loyalty card conditions, and reminders to check your valuable items, are in effect even if a customer claims they haven’t seen them. Please note that these policies are printed on large, visible posters, not in fine print. A lowball customer cannot selectively choose which policy they are aware of and what they claim to have missed to justify lowballing. We do not negotiate with gifted grey eminence individuals or savvy negotiators. We ban and trespass them immediately, regardless of the value they may bring to our business. A customer agrees to our policies, terms, and conditions by default whenever they choose to use our services. We recommend anyone who believes our policies are unfair report us to consumer.org.
Abuse is not and never ok to us.
It is not acceptable for us that a customer abuses any of our staff. This behaviour is considered disrespectful to our entire company. Anyone who treats another person as a lower life form is not welcome here. We value our staff's dignity more than the monetary revenue from an abusive customer's money. Please do not assume that we value money more and will downplay or ignore any form of abuse, whether verbal or through body language. Abusive customers will be removed and reported to 105 for abuse or intimidation offences, which may result in a few months of jail time or a $2000 fine. Abuse is unacceptable and constitutes a crime (for more on community law, please visit communitylaw.org.nz).
Being a hard customer or being Passive abusive
Being a "hard customer" to deal with is not uncommon. There are customers who believe they can obtain the value of their payment by putting pressure on staff at the businesses they engage with. Let us be clear that this perspective is not acceptable to our company; we reserve the right to refuse service, refuse trade or accept payment from any abusive clients. While we welcome feedback and reasonable requests, clients cannot demand procedure changes. This often occurs with customers who are massage therapists or mystery shoppers from similar Thai massage businesses.
​
But, I support your business. Please do not attempt to guilt trip us with this; such behaviour is frowned upon not only in our industry but also across other services trades. It is not a valid reason to request exemptions from our policies, which are in place to protect our business—such as not showing up for appointments, consistently arriving late, or trying to redeem expired vouchers or making work harder for any of our team members. Remember, as a consumer in a democratic country where we have freedom, you have the choice to support other service providers and are not obligated to engage with our business. You interact with us of your own free will.
Furthermore, we view it as passive abuse when a religious customer or a strongly opinionated client instigates argumentative conversations or discredits any staff member’s personal beliefs without invitation. If our staff requests it, we will ban any passive abusers, difficult customers, overbearing customers, and argumentative customers from our services.
​
Not attending appointments, cancelling or rescheduling bookings on short notice, downplaying these actions, and refusing to pay penalty fees are considered forms of passive abuse. Like everybody else, we also have our boundaries.
Our revenue comes from customers, and we should treat every customer very well. While we believe in being fair, humble, respectful, hospitable, and accommodating to our customers, we will never allow ourselves to be subjected to abuse from any person without standing up for ourselves. Please don’t mistake standing up for ourselves, not giving way, or saying "No" to any lowball negotiations as bad customer service; kindly refrain from guilt-tripping and gaslighting.
Issuing a trespass notice.
A Trespass Notice may be issued to ban an unwanted individual on our premises. Anyone abusing or disrespecting our staff, Low ball negotiators, and anyone solicited for extras such as sexual/sensual services will be issued a trespass notice. It will be an offense against the Trespass Act 1980 to ignore them and come back to our premises for anyone to whom we issued a trespass notice: a $1000 fine or up to three months of imprisonment for violators.​
[Refusal of service]
We reserve the right to refuse service to anyone without the need to provide any explanations. The most common reasons are:
A) The client has a foul body odor or poor personal hygiene.
B) Client came carrying or under the influence of alcohol and drugs.
C) Could not communicate in English: The customer could not communicate or tell what services they needed or what they were looking for.(unless accompanied by someone who can translate for them) For example, did they need our services to treat any serious injuries that are unsuitable for massage services but must be seen by a doctor? Or an adult services punter who may play "no English" and who may ignore our strict "no sensual or sexual massage and no nude policies."
D) Client has previously offended any of our staff, which causes our staff distress or does not want to serve any person they are not comfortable with.
E) Low ballers and discount negotiators.
F) The client is on our Do Not Re-book list and booked under a different account with a different name.
G) We can refuse anyone for any reason.
H) Client is requesting a medical treatment of any kind through massage services, which we think is risky with or without a suggestion from any licensed NZ Doctor/ G.P. / Physician or any medical services provider.
I) If there are any unusual activities or movement of people, occurrences, or incidents outside our premises. Which may put our staff in potential danger.
​
We also reserve the right to refuse service to any one of our services, bookings, and entry to our premises without needing to explain the reason.
[Face concealment, mask , sunglasses , hoodies]
We will not let anyone with a concealed face enter our premises for safety and security reasons. NZ privacy laws were observed, and we will not share any footage with anyone. Our CCTV cameras must record everyone's face. Police 111 will be notified, or our S.O.S. alarm siren will be activated if anyone is loitering around our premises or walking in new customers with concealed faces.
- Sickness or health reasons as an excuse, Anyone sick would not be going out, cancels their appointment on time to rest, the individual should not be going out if they believe they are infected of covid and our place is not extremely hot for a need of sunhat and a face mask for breathing.
[Walk ins should go and see us upon arrival]
Due to rising crime rates, including business break-ins and looting, we remain vigilant about our surroundings. Visitors should approach our door to speak with a member of our team and inquire immediately. We will be wary of anyone wandering around our premises, regardless of their stated intentions, such as "I'm just looking at your place," "I'm looking for a missing pet/person," or any similar excuse. We understood that CCTV cameras alone were insufficient to prevent robberies, and whenever a suspicious person appeared on our property, we would stay overnight for several days. In addition to being vigilant, we take steps to remove any valuable items from our premises.
[Privacy notice]
In adherence to the NZ Privacy Act 2020 principle 3, we would like to inform everyone that all individuals entering our premises are recorded by our CCTV cameras. The purpose is not to prevent any potential crimes but to ensure we can provide evidence or identify anyone involved in any incidents that we may need to report to the New Zealand Police. The recordings are kept private, and the memory or data storage of our CCTV devices will be reset after a certain period; we do not retain video recordings permanently.
- All customer contact details and IP addresses of those who booked with us are kept private and confidential. They will not be sold to any marketing firms or shared with anyone requesting them unless required by law or if the customer must be reported for harassment or crime.
For transparency, customer contact details were required or must be shown when contacting us for booking purposes only. Callers with private or hidden numbers are not allowed to make a booking with us, and we require legitimate contact details from anyone wanting to book with us. There is always a chance that we will receive a fake booking with misleading information from any private callers, and we cannot make a legal report against any caller with hidden numbers who may violate the NZ Telecommunications Act.
- Cookies are shared indirectly by the website host, and we have no control over that. This is why the things you searched for on Google appear as advertisements on your social media. If this is a concern, you can configure your device to hide your search details.
​
[Your Mate cannot get in and wait]
For security reasons, if anyone wants to bring a companion along and wait while they finish their session, the friend or client's companion cannot stay in our reception unattended when our receptionist is out. No excuses. The client's companion can wait in the car or explore Glendene shopping village. Bringing two or more companions to stay in our reception area is not allowed, even if our receptionist is present. Similarly, we will refuse entry to groups of two or more people who come together to purchase a voucher when visitors outnumber our staff. Please understand that Thai massage places are also targeted by theft and robbery. We have safety measures in place, which is why we implement these procedures.
​
We do not discriminate against any race or ethnic group when we deny entry. Inquiries from anyone arriving without an appointment may be made just outside while our staff are instructed to communicate from behind the locked security door. We will not be swayed by any ruse to open the door, such as claims of "someone needing emergency help," "wanting to see the tidy rooms before making a booking," or "needing to use the toilets." Instead, we will contact 111 for Ambulance or Police assistance.
Please understand that these measures are strictly to counter theft and robbery, with no discrimination involved. Thai massage places are particularly targeted by robbery. We ask that you do not take offense when we enforce these rules. To any potential robbers visiting this website now, we want them to know that we are prepared for their visit, anticipating what they might do, and we expect a possibility of defensive action. We only use cheap mobile phones and tablets with low resale value. We do not keep large amounts of cash at our counter (maximum of $50). Our staff are instructed to leave their valuable items at home and never to place or display their gadgets or valuables where clients can see them.
"Sorry You have to leave"
Whenever we are understaffed, or everyone is busy and no one is available to look after the reception area, each of our massage therapists reserves the right to ask any customers in our reception area without an appointment or those who have just finished their session to leave whatever they are doing—whether it's enjoying tea, waiting for a friend to finish their appointment, or simply waiting without any purpose. They may also lock the door before serving their clients. If the customer refuses to leave, our staff are instructed to issue a trespass notice and call the police to enforce their departure. We cannot leave the reception area unguarded at any cost.
[Visiting after hours]
Anyone walking into our shop after 8:00pm is not considered a normal customer, even at 7:30pm during non-daylight saving months. They are either scouting our premises for a robbery or simply adult services punters looking for a massage place with extra services open late at night. Please be aware that our premises are equipped with motion sensors, smart CCTV cameras, and siren alarms that activate after hours, triggering if any human movement is detected when we are away. Siren motion sensors are installed in vulnerable spots of our premises, and glass break sensors are also installed on our windows. These electronic systems are sufficient to draw the attention of our neighbours or other nearby people.
The design of this website prioritises providing information in plain and simple language that an ordinary person would understand, rather than using an AI or a formal office and corporate format that is direct and straightforward without any sugarcoating or euphemisms. Furthermore, being informative and direct is more valued than any flashy website design or overly welcoming user experience, especially when the shop policy details or terms and conditions are often hidden from visitors in small print or behind links. For us, it's not about having a better website design than similar businesses but about building trust. We want a complete and honest display of what our business entails, including what we do and do not offer. We are not like an aggressive, overly friendly salesperson who forgets about you after making a sale. It is up to the customer to choose to do business with us or to go with another company after seeing and getting to know us. We do not want to be like a wolf in sheep's clothing, tricking customers with hidden clauses—especially in the case of Thai massage businesses that seem legitimate but may offer questionable services or employ staff who engage in inappropriate conduct with clients. The user experience (UX) can vary depending on the visitor's intentions or what they are genuinely searching for when they type "massage" into the internet. Take, for example, a Thai massage operator who reassures staff they will be protected from inappropriate clients but fails to uphold that promise, prioritising money from sketchy customers over integrity. If we stop pretending our world is perfect and free of troubles, we can acknowledge that businesses like us in the massage and spa industry face intense discrimination, often being unfairly linked to adult services. Asian massage therapists, like our staff, are frequently the targets of such discrimination. Conversely, customers with negative preconceptions about Thai massage who visit our website often come to trust us and become loyal, regular clients. Hence, it is crucial for us to be upfront and direct with our boundaries and rules. Also, there is missing out on potential customers due to too many rules and regulations for a massage spa. The more straightforward and direct we are, the fewer problems and misunderstandings may arise. This stands in contrast to the suggestions of some website developers who want to redesign our site, arguing that being too direct with stringent rules contributes to a negative user experience. We graciously accept feedback, especially from our legitimate regular clients, but are wary of input from those with the intention of selling products or I.T. services. Moreover, we have noticed that some of our original policies have been adopted by some of our competitors, including some who started their businesses before us. We have diligently observed many competitor websites here in Auckland—both before and after 2020—to see what has changed, been removed, or added. Notably, some have even closely copied portions of our text, which suggests we must be doing something right if larger, similar businesses are following our lead and adopting our policies.