Support
Questions about a booking, a payment, your provider account or your data — here is how to reach us and where to find the answer fastest.
Bookings and appointments
Most booking questions are answered fastest inside the app, on the Calendar tab:
- Reschedule or cancel an upcoming appointment from the booking detail screen
- Message your provider directly from the booking if you are running late or need to change something
- Cancelling inside the provider's cancellation window refunds you automatically
- If a provider does not show up, open the booking and file a complaint so our team can review it
Payments and refunds
Payments are processed securely through Stripe and every charge appears in the app:
- Receipts for each booking are in the booking detail screen
- Approved refunds are returned to the original payment method and usually appear within 5–10 business days, depending on your bank
- If a charge looks wrong, contact us with the booking date and the provider name and we will trace it
- Never pay a provider outside the app — payments made outside My Spa Pro are not covered by our protection
Disputes and complaints
If something goes wrong with a service, open the booking in the app and file a complaint. You can attach photos and a description as evidence. Our support team reviews every dispute and normally responds within 24–48 hours.
For providers
Running your business on My Spa Pro:
- Verification: upload your licenses and certifications from your profile. Your public profile goes live once our team approves them
- Availability: set your working hours and time off under Business Hours so clients only see slots you can actually take
- Earnings: every booking, tip and add-on is tracked in your in-app wallet, and payouts go to your connected Stripe account
- If your verification is taking longer than expected, contact us with the email on your provider account
Subscriptions
Provider subscription plans purchased in the app are billed by Apple or Google, not by My Spa Pro. To change or cancel a plan, use the subscription settings in your App Store or Google Play account. Deleting your My Spa Pro account does not cancel a store subscription — cancel it separately or billing continues. For billing problems on a store subscription, contact Apple or Google; for anything about what a plan includes, contact us.
Account, privacy and data
Managing your account and the data we hold about you:
- Change your name, photo, email or phone number from the Profile tab in the app
- If you cannot sign in, use Forgot Password on the sign-in screen, or contact us if the email address on the account is no longer reachable
- To close your account, use Delete Account in the app or the request form on our Delete Your Account page
- For access to, correction of, or deletion of your personal data, contact us and see our Privacy Policy
Reporting safety concerns
If you feel unsafe, or want to report abusive, fraudulent or inappropriate behaviour by a client or a provider, contact us at Support@MySpaPro.com and mark the message urgent. Safety reports are prioritised ahead of the normal queue. If you are in immediate danger, contact your local emergency services first.
What to include when you contact us
It helps us resolve things on the first reply if your message includes:
- The email address on your My Spa Pro account
- Whether you are a client or a provider
- The booking date and provider or client name, if the question is about a booking
- Your device and app version, and a screenshot, if something is not working