Cancellation Policy

1 · Canceling or rescheduling

• Before staff confirms by text, WhatsApp or Messenger — you may withdraw or amend a request by replying to our message, or by messaging or calling us on our communication platforms.
• A deposit is required only for locations outside our three main service areas, or when the total package cost exceeds ₱5,000. Where no deposit applies, payment is settled after the session.
• Where a deposit was collected — more than 4 hours before the confirmed start, reschedule once without a change fee, or cancel for a full deposit refund.
• Where a deposit was collected — 4 hours or less before the confirmed start, the deposit may be retained because the therapist and travel capacity have been reserved. No additional cancellation charge applies unless the therapist has already arrived and a serious conduct or safety breach occurs as described below.
• Where a deposit was collected — if the therapist arrives but cannot reach you or gain access because the address, permission, guest pass or contact arrangements were your responsibility, the deposit may be retained. Repeated no-shows may lead to declined bookings or full prepayment for a future request.
• Where no deposit applies — please cancel or reschedule as early as possible as a courtesy. Repeated late cancellations or no-shows may lead to declined future bookings.

The exact cut-off is measured from the confirmed start time using Asia/Manila time. Payment arrangements are discussed in chat; website deposit collection and automatic cancellation charges remain disabled.

2 · If we cancel

If we cannot fulfill the confirmed booking, you may choose a suitable replacement therapist or a different time. We will not substitute a therapist for a specialized service unless that therapist's required qualifications have been verified.

3 · Delay

If we expect a material delay, we will tell you as soon as reasonably possible. If the revised arrival no longer works for you, we will offer rescheduling or a full refund where the delay is attributable to us.

4 · Weather, flooding, and suspension of service

We may suspend or alter service when travel is unsafe because of severe weather, flooding, government instructions, a public emergency or a serious safety risk. Amounts paid for a service we cannot provide will be refunded or transferred to a new booking at your choice.

5 · Unsafe conduct or inappropriate requests

The therapist may stop or refuse the session immediately. If the therapist has arrived and the session cannot proceed or must stop because of sexual, threatening, abusive, intoxicated or other serious unsafe conduct, any deposit collected is retained; where no deposit was collected, the completed portion remains payable. Tender Care Touch may require the full agreed fee where permitted and proportionate to the reserved time and circumstances, and may block future bookings. Serious incidents may be reported.

6 · Sessions ended early

If you voluntarily end a safe session early, the confirmed fee remains payable. If we shorten the session because of a service failure attributable to us, we will provide an appropriate partial or full refund. If your therapist adjusts, shortens or does not start a session for safety after the pre-session check, or because of a concern during it, the charge will be handled fairly based on travel already incurred and service actually delivered.

7 · Refund method and timing

Approved refunds will normally be sent back through the original payment method within 5 to 10 working days, subject to payment-provider processing. We may verify the payer and transaction before refunding. We will never ask for an MPIN, password or one-time password.