Customer FAQ's
Booking and App
Booking with Zen Hut is quick and simple. You can book through the Zen Hut app or on our website.
Choose your treatment, select a therapist, pick a date and time that suits you, and confirm your booking. Once your booking is confirmed, your therapist will arrive at your chosen location with everything needed for the treatment.
In many areas, a therapist can arrive in as little as 60 minutes, depending on therapist availability and your location.
You can also schedule bookings in advance if you prefer to plan your treatment ahead of time.
No. You can book through the Zen Hut website or through the Zen Hut app.
However, the app provides the best experience, allowing you to manage bookings easily, view therapist profiles, and book future treatments more quickly.
Creating an account in the app also allows you to earn points with every booking you make.
Yes. Zen Hut allows you to browse therapist profiles before booking.
You can view their qualifications, experience, and reviews, and choose the therapist you would prefer for your treatment.
Yes. You can purchase a Zen Hut gift card, which allows the recipient to book their own treatment.
Gift cards are a popular option for birthdays, special occasions, or simply treating someone to a relaxing experience at home.
Yes. Zen Hut allows you to book treatments both in advance or on short notice.
You can choose a date and time that fits your schedule, whether that’s later in the week or further ahead.
Once your booking is confirmed, you will receive a confirmation notification with the details of your treatment.
Your therapist will travel to your chosen location at the scheduled time and bring everything required for the treatment, including a professional massage table and equipment.
Cancellations and Changes
Zen Hut has a tiered cancellation policy designed to be fair to both customers and therapists.
• Cancel 24 hours or more before your appointment – full refund
• Cancel between 24 hours and 2 hours before the appointment – 30% cancellation fee
• Cancel less than 2 hours before the appointment or fail to attend – the full treatment fee will be charged
This policy helps ensure therapists are compensated when appointment slots are reserved for customers.
Yes. You can cancel or reschedule your booking through the Zen Hut app or website.
To avoid a cancellation fee, changes must be made at least 24 hours before the scheduled start time of your appointment.
If you cancel or reschedule within 24 hours of the booking, a cancellation fee may apply in accordance with our cancellation policy.
If your booking was made less than 24 hours before the appointment, you have a 10 minute grace period after booking to cancel without any charge.
After this grace period, the normal cancellation rules apply.
If you cancel within this time window, a 30% late cancellation fee will apply.
The remaining 70% of the treatment price will be refunded to your original payment method or returned as account credit where applicable.
Yes. You can reschedule your booking through the Zen Hut app or website.
If the change is made 24 hours or more before the appointment, there will be no cancellation fee.
Changes made within 24 hours of the appointment may be treated as a cancellation and may incur a fee.
If your therapist needs to cancel or is unable to attend the appointment, you will receive a full refund.
Zen Hut may also help you reschedule with another therapist, depending on availability.
If a booking made using gift card balance or account credit is cancelled, any refund will be returned as Zen Hut account credit.
Account credits expire 12 months after they are issued.
Gift cards that have been purchased but not yet redeemed may be refunded within 14 days of purchase.
Payment
All Zen Hut bookings are paid securely online at the time of booking.
Payment is processed through the Zen Hut app or website using a secure payment system. Once payment is completed, your booking is confirmed and your therapist will travel to your chosen location at the scheduled time.
Zen Hut accepts major debit and credit cards for all bookings.
All payments are processed securely through our online booking system.
Cash payments are not accepted on the Zen Hut platform.
Zen Hut requires payment in advance to confirm your booking and reserve the therapist’s time.
Prepayment also helps ensure a reliable experience for both customers and therapists, preventing last-minute cancellations or no-shows that could impact therapist schedules.
Yes. All payments are processed using secure payment technology to protect your personal and financial information.
Zen Hut does not store your card details directly, and all transactions are handled through Stripe.
Tips are not required, but they are always appreciated if you feel your therapist provided an exceptional service.
If you wish to tip, you can do so directly with the therapist after the treatment.
Yes. Once your booking is completed, you will receive a receipt for your payment.
You can also view your booking details within the Zen Hut app or on the website.
Treatments and Setup
Your therapist will arrive at the scheduled time and bring everything required for the treatment, including a professional massage table and equipment.
They will briefly introduce themselves, confirm the treatment you booked, and set up the massage table in a suitable space. Setup usually takes just a few minutes, after which your treatment will begin.
Yes. All Zen Hut therapists bring a professional portable massage table, along with the equipment needed for the treatment.
This allows you to enjoy a spa quality massage experience in the comfort of your own home.
Your therapist will guide you through this at the start of the appointment.
Typically, clients undress to their comfort level and are covered with towels or sheets during the treatment to ensure privacy and comfort.
Professional draping techniques are always used.
Setup usually takes no more than 5 minutes.
Your therapist will quickly set up the massage table and prepare the space before beginning the treatment.
Yes. Many clients prefer to play relaxing music or adjust lighting to create a comfortable atmosphere.
Your therapist may also bring a small speaker or calming music depending on their setup.
There is no special preparation required.
However, it can be helpful to ensure the space where the massage table will be set up is clear so the therapist can begin quickly when they arrive.
Gift Cards
Yes. You can purchase a Zen Hut gift card directly through our website.
Gift cards are a great way to treat someone to a professional massage at home and can be used to book any available treatment on the platform.
Once purchased, the gift card is sent to you or the recipient with instructions on how to redeem it.
The recipient can then use the gift card balance when booking their treatment through the Zen Hut app or website.
Yes. Gift cards can be used toward any treatment available on Zen Hut, depending on therapist availability and location.
If the treatment costs more than the gift card value, the remaining balance can be paid at checkout.
Yes. Gift cards and any associated account credit typically expire 12 months after issue, so we recommend using them within that time.
Gift cards that have not yet been redeemed can be refunded within 14 days of purchase.
Once a gift card has been used, it becomes non-refundable and any remaining balance will stay as account credit.
Safety & Hygiene
Yes. All Zen Hut therapists are professionally qualified and insured.
Each therapist is vetted before joining the platform to ensure they meet our standards for professionalism, skill, and customer care.
Therapists follow strict hygiene practices for every booking.
This includes using clean equipment, maintaining personal hygiene, and ensuring the massage setup is prepared in a clean and professional manner for each client.
Yes. Therapists are responsible for ensuring that all equipment, including massage tables and accessories, are kept clean and well maintained.
Fresh materials are used for each session to provide a hygienic and comfortable experience.
Your comfort and safety are very important.
If at any point you feel uncomfortable, you can ask the therapist to stop the session immediately. You can also contact support, and the situation will be reviewed promptly.