Frequently Asked Questions

FAQ

Why should you choose Jaens Spa?

  1. Top 10 Spa on TripAdvisor from 294 spas in Ubud and we have more than a thousand positive reviews
  2. We are the only spa that uses the most authentic Traditional Balinese massage technique
  3. All of our spa therapists are certified by the National Certification standard
  4. A smile is always on our face and at the heart of everything we do
  5. A spa with the easiest booking process and consistently fast responses.
  6. Enjoy a free 15-minute trial massage, subject to availability
  7. Our most popular 6-hour spa package will leave you feeling reborn and completely rejuvenated
  8. We are the only spa in Ubud offering free airport pick-up for a direct jetlag treatment at our spa, followed by drop-off at your hotel
  9. We guarantee a heavenly sense of relaxation through our exceptional hospitality standards

What is the return policy of Jaens Spa?

At Jaens Spa, we are committed to providing the best service to our customers. In accordance with our refund and return policy, customers may request a return of purchased goods and/or a refund for services within the guarantee period, as outlined below:
 

Product Returns

If you are not satisfied with a product purchased from Jaens Spa, you may return it in its original, unused condition within 3 days of the purchase date. Once we receive and inspect the returned product to confirm it is unused and in good condition, we will issue a refund to your original payment method. Products that have been used or damaged are not eligible for return.
 
Refunds for Services
If you have prepaid for a spa service and wish to cancel before receiving it, the following refund policy applies:
Cancellation at least 12 hours before your appointment: You will receive a 100% refund of the service fee.
Cancellation less than 12 hours before your appointment or no-show: No refund will be issued.
 
Return Process
To initiate a return or refund request, please contact us via the phone number or email listed on our website.
We will review and process your request as quickly as possible.
Refunds will be issued using your original payment method.
 
Special Cases
Please note that these policies may vary in special circumstances or during promotional periods. Additional terms may apply to specific offers, and further details will be provided during the promotion.
 
We hope you have a wonderful experience with Jaens Spa. If you have any questions or concerns regarding returns or refunds, please don’t hesitate to contact our team. Thank you for choosing Jaens Spa!

Where is Jaens Spa location?

Jaens Spa has three locations in Ubud.

Do I need to make a reservation?

Reservations are highly recommended to easier organize the reservation schedule other ways we have fully booked = We highly recommend making a reservation to ensure availability, as we are often fully booked

What is the best and most recommended treatment at Jaens Spa?

We have many good treatment options and we highly recommend the Bali Relaxation Massage. It is a good relaxation massage by Balinese massage technique relieves stress and tension in your muscles and will leave you oozing with a sense of wellbeing. It achieves this because of the general benefits of massage: it improves your blood circulation, so your organs and skin get more oxygen. = We offer a wide range of high-quality treatments, but our most recommended is the Bali Relaxation Massage.
 
This deeply soothing massage uses authentic Balinese techniques to relieve stress and muscle tension, leaving you with a profound sense of wellbeing. It enhances blood circulation, helping your skin and organs receive more oxygen and nutrients, contributing to overall rejuvenation and vitality.

When should I arrive for my appointment?

Please arrive at least 10 minutes prior to the start time of your appointment.

Is there any transportation service?

No, we currently do not provide pick-up and drop-off services due to the COVID-19 pandemic regulations. = please remove this Question & Answer as this is outdated and you offer an airport service

What payment methods do you accept?

We accept:
  • Cash (USD & IDR) [what about Australian dollars?]
  • Credit Cards (VISA, MasterCard, JCB)
  • Checks are not accepted.

Can I store my luggage if I visit before my flight?

Yes! We offer luggage storage so you can enjoy your treatment worry-free. We’re open until 9:00 PM. Ask for our Transport Service. 

Are treatments available for men?

Absolutely! Our treatments are designed for both men and women, with male and female therapists available.

Can children receive treatments?

  • We have special treatments available for children of age 6 and older.
  • Children under 6 must be accompanied by a guardian or caregiver.

Are treatments safe during pregnancy?

We currently do not offer treatments specifically for pregnant women.

What if I have sensitive skin?

We use natural, handmade Virgin Coconut Oil and Biokos Martha Tilaar products suitable for all skin types. Please inform us of any concerns when booking.

Does Jaens Spa have Wi-Fi available?

Yes, we offer free Wi-Fi in the lobby area.

What are the treatment room options?

All rooms are private. You may request a single or double bedroom if visiting with a partner. Couple’s treatments are very popular.

What if I need to cancel my appointment?

Hopefully, you don’t have to cancel. However, plans may change. If you are obliged to cancel, please contact Jaens Spa at least 24 hours in advance. You could also change your reservation to another time if available. Please contact Jaens Spa soon to change your reservation time.

What if I arrive late?

Late arrivals may result in shortened treatment time to avoid delaying the next guest.

Is a deposit required?

Yes, for bookings of more than 4 guests or transactions over IDR 2 million, advance payment is required.

Do you offer home spa services?

Yes, we offer home spa services within 3 km of our spa locations for an additional IDR 20,000 one-way therapist fee.
For locations beyond 3 km, transportation fees apply. A 50% deposit is required for home services.

Is parking available?

Yes, we have a spacious parking area in front of the spa.

Can I buy the products used in treatments?

Yes! Our full range of spa products is available for purchase at the spa lobby.

How can I purchase a spa gift card?

Whether for an anniversary, honeymoon, congratulations, birthday, or rewards is wonderful to say “Congratulations” or “Thank you”. Gift cards may be purchased in our spa lobby with our receptionist or through our website. 

Can I bring a pet?

We kindly ask that pets are not brought to the spa.