Inappropriate Requests Policy

Professional wellness services only

The Leaf And Life Spa connects customers with therapists for legitimate professional spa and wellness treatments. The therapist will provide only the service described in the confirmed booking and may use professional draping, hygiene, positioning and safety procedures.

A booking never creates permission for sexual contact, personal favours, dating requests, photography, recording or any unrelated service.

The Leaf And Life Spa authorizes the therapist to attend only for the professional massage or wellness treatment stated in the confirmed booking. Any private agreement, additional payment or activity outside that scope is not offered, approved or arranged by The Leaf And Life Spa. The customer and therapist remain individually responsible for unauthorized conduct, subject to The Leaf And Life Spa’s duties and any rights that cannot be excluded under applicable law.

Prohibited requests and conduct

The following are strictly prohibited:

• Requesting, suggesting or implying sexual activity or intimate services.
• Offering extra money, gifts or benefits for anything outside the confirmed treatment.
• Unwanted touching, exposure, gestures, comments, messages or advances.
• Harassment, intimidation, threats, stalking, blackmail or coercion.
• Abusive, discriminatory, obscene or degrading language or behaviour.
• Secretly photographing, filming or recording a therapist.
• Possessing weapons or creating a violent, illegal or unsafe environment.
• Using the service for trafficking, exploitation or any unlawful purpose.
• Giving a false identity, location, room number or misleading booking information.
• Attempting to bypass The Leaf And Life Spa to continue prohibited communication.

Safe home and hotel environment

Customers must provide a clean, private, respectful and reasonably accessible service location. For hotel bookings, the customer is responsible for valid room details and hotel visitor permission.

The therapist may refuse entry or leave if the address is materially different from the booking, unauthorized people are present, access is blocked, illegal activity is suspected or the environment appears unsafe.

Alcohol, drugs and capacity

A therapist may refuse or stop service when a customer appears severely intoxicated, impaired, aggressive or unable to understand and respect professional boundaries. Illegal substances must not be offered to or used around the therapist.

Therapist's right to refuse or leave

A therapist does not need customer permission to stop a session or leave a location when they reasonably feel unsafe, uncomfortable, threatened or pressured to act outside professional scope. They may contact The Leaf And Life Spa, hotel security, local security services or lawful authorities as needed.

Customers must not block an exit, take a therapist’s belongings, follow them, prevent them from calling for help or retaliate for ending a service.

Immediate platform action

The Leaf And Life Spa may immediately cancel the appointment, prevent new bookings, temporarily restrict the account or permanently deactivate it while an incident is reviewed. We may also block associated mobile numbers, email addresses, devices or payment identifiers where reasonably needed to prevent repeated misuse.

Refund consequences

If an appointment is refused or ended because of prohibited customer conduct, an unsafe environment, denied exit or materially false booking details, paid amounts—including the ₹150 UPI booking advance—may be non-refundable after review. Any unpaid cash balance will be handled according to the booking circumstances and applicable law.

A cancellation record does not by itself promise or deny a refund. The final decision follows the Refund & Cancellation Policy, available evidence and mandatory consumer rights.

Reporting an incident

Customers, therapists and witnesses should report safety or conduct concerns as soon as practical. Include the booking number, date, time, location and a clear factual description. In an immediate emergency, first move to safety and contact the appropriate emergency or law-enforcement service.

Do not publish private addresses, phone numbers, photographs or unverified allegations on social media. Send relevant information securely to The Leaf And Life Spa so it can be assessed responsibly.

Evidence and investigation

Where appropriate, The Leaf And Life Spa may review booking records, account activity, messages, payment references, call details supplied by the parties, access information and other relevant evidence. We may ask involved people for additional information before reaching an account or refund decision.

Records may be preserved when reasonably necessary for safety, fraud prevention, complaints, legal claims or cooperation with lawful authorities.

Privacy and confidentiality

Reports are handled as confidentially as reasonably possible. Information may be shared with people who need it to investigate, protect safety, obtain professional advice, enforce platform terms or comply with law. Absolute confidentiality cannot be promised where disclosure is legally required or necessary to respond to a serious risk.

False or retaliatory reports

Honest reports made in good faith are encouraged even when an investigation does not confirm every detail. Knowingly false, fabricated or retaliatory complaints are themselves prohibited and may result in account action. A person will not be penalized merely because available evidence is inconclusive.

Protection applies to everyone

These standards protect therapists, customers, support staff and other people at the service location regardless of gender, identity, background or role. Therapists must also behave professionally, respect consent and privacy, and stay within the confirmed service scope. Customers should report therapist misconduct through the same support channels.

Cooperation with authorities

The Leaf And Life Spa may report credible threats, violence, exploitation, sexual misconduct, fraud or other suspected illegal activity to appropriate authorities. We may respond to valid legal requests and preserve or disclose relevant records as required or permitted by law.

Policy updates and related terms

This policy forms part of The Leaf And Life Spa’s Terms & Conditions. We may update it to reflect safety, service or legal requirements. The effective date above identifies the current version. Nothing in this policy limits a legal right or remedy that cannot be excluded under applicable law.