Legal
Privacy Policy & PDPA Notice
About This Notice
Bayu Wellness Venture Sdn. Bhd. (“Bayu Wellness”, “we”, “our”, “us”) is committed to protecting your personal data in compliance with the Personal Data Protection Act 2010 (PDPA) of Malaysia. This notice explains what personal data we collect, how we use it, who we share it with, and what rights you have.
This notice applies to all interactions with Bayu Wellness, including our website (https://www.bayuwellness.com), our booking platform, our physical outlets, and any other channels through which you engage with us.
We may update this notice from time to time to reflect changes in our practices or legal requirements. The “Last updated” date at the top of this page indicates when changes were most recently made.
Personal Data We Collect
We collect personal data in the following ways:
When you book a treatment or make an enquiry: We collect your name, email address, phone number, and details of your enquiry or booking. If you book online, our booking platform may also collect your account credentials.
When you visit our outlets: Before your treatment, we collect health information including medical conditions, allergies, contraindications, pregnancy status, and any recent surgeries or injuries. This is classified as sensitive personal data under Section 40 of the PDPA, and we obtain your explicit consent before processing it.
When you purchase products or gift vouchers: We collect your name, delivery address, email, phone number, and payment details. Payment card information is processed securely through our payment gateway and is not stored on our systems.
When you visit our website: We automatically collect technical data such as your IP address, browser type, device information, pages visited, and browsing behaviour through cookies and similar technologies.
Other circumstances: We may collect personal data when you participate in promotions, contests, or surveys, apply for a career with us, provide feedback or reviews, or contact us through social media.
How We Use Your Personal Data
We use the personal data we collect to:
- Process and manage your bookings and transactions
- Conduct health and safety assessments before treatments
- Provide, operate, and improve our services and website
- Communicate with you regarding appointments, service updates, and account matters
- Send you promotional offers and marketing communications (with your consent)
- Analyse website usage to improve the user experience
- Prevent fraud and ensure the security of our services
- Comply with legal obligations and regulatory requirements
Cookies
Our website uses cookies to enhance your browsing experience. These include:
Essential cookies that are necessary for the website and booking system to function. These cannot be disabled.
Analytics cookies that help us understand how visitors use our website, so we can improve it. These collect anonymised usage data.
Marketing cookies that may be used to deliver relevant promotional content. These are only activated with your consent.
You can manage your cookie preferences through your browser settings. Disabling certain cookies may affect the functionality of our website.
Disclosure of Personal Data
We keep your personal data confidential and do not sell or rent it to third parties. However, we may share your data with the following parties where necessary to fulfil the purposes described above:
- Our employees, therapists, and consultants who need access to provide services
- Payment processors and secure payment gateways
- Third-party service providers such as our booking platform, delivery partners, and IT support
- Business partners and associates involved in the operation of our services
- Regulatory authorities, enforcement agencies, or other parties as required by law
Where any of our service providers process your data outside Malaysia, we ensure that adequate safeguards are in place in compliance with Section 129 of the PDPA.
Data Retention
We retain your personal data only for as long as necessary to fulfil the purposes for which it was collected, or as required by law. Booking and transaction records are retained for seven (7) years in accordance with Malaysian tax and business record-keeping requirements. Health declaration forms are retained for a period of three (3) years from your last visit. Marketing data is retained until you withdraw your consent. When personal data is no longer required, it is securely deleted or anonymised.
Your Rights
Under the PDPA, you have the right to:
Access your personal data held by us and request a copy of it.
Correct any personal data that is inaccurate, incomplete, or outdated.
Withdraw your consent for the processing of your personal data at any time. Please note that withdrawing consent may affect our ability to process your bookings or provide certain services to you.
Request deletion of your personal data, subject to our legal obligations and legitimate business needs for record retention.
Limit processing of your personal data to specific purposes.
To exercise any of these rights, please submit your request in writing to our Data Protection Officer using the contact details in Section 8 below. We will respond to your request within fourteen (14) business days. A prescribed fee may apply for data access requests in accordance with the PDPA.
Children’s Data
Bayu Wellness does not knowingly collect personal data from children under the age of 18 without parental or guardian consent. If you believe that a child’s data has been submitted to us without appropriate consent, please contact our Data Protection Officer immediately and we will take steps to remove it.
Terms of Service
Acceptance of Terms
These Terms of Service govern your use of the Bayu Wellness website (https://www.bayuwellness.com) and your relationship with us as a client. By accessing our website or using our services, you agree to these terms. If you do not agree, please do not use our website or services.
Terminology
“Client”, “You”, and “Your” refers to you, the person accessing this website or using our services. “The Company”, “We”, “Our”, and “Us” refers to Bayu Wellness Venture Sdn. Bhd.
Intellectual Property
Unless otherwise stated, Bayu Wellness and its licensors own the intellectual property rights for all material on this website, including but not limited to our brand name, logos, treatment descriptions, photography, and written content. All intellectual property rights are reserved.
You must not republish, copy, or reproduce material from this website for commercial purposes, sell, rent, or sub-license any content from this website, or use our brand assets, logos, or photography without our prior written consent.
Customer Feedback & Reviews
We welcome and value your feedback. If you provide us with feedback, testimonials, or reviews through our contact forms, social media, or review platforms:
You grant Bayu Wellness the right to use, reproduce, and display such feedback for marketing and promotional purposes. We reserve the right to remove or decline any feedback that is offensive, defamatory, or factually inaccurate. Feedback must not infringe the intellectual property rights of any third party.
Online Purchases
When you purchase products or gift vouchers through our website:
Order confirmation. You will receive a confirmation email once your order is processed. This confirmation constitutes acceptance of your order.
Delivery. Products will be dispatched within the timeframe stated at the time of purchase. Risk of loss passes to you upon delivery. We are not liable for delays caused by our delivery partners, though we will assist in resolving any delivery issues.
Gift vouchers. Gift vouchers are subject to the validity period stated at the time of purchase. Please refer to Section 5 (Deposit & Refund Policy) for terms on gift voucher refunds and expiry.
Dispute Resolution
If you have a complaint or dispute regarding our services, we encourage you to first raise the matter with the outlet manager at the relevant Bayu Wellness branch. If the matter is not resolved to your satisfaction within fourteen (14) days, you may escalate it in writing to our management team at [email protected]. We are committed to resolving disputes fairly and promptly before any formal legal proceedings.
Governing Law
These Terms of Service are governed by and construed in accordance with the laws of Malaysia. Any disputes that cannot be resolved through the process above will be subject to the exclusive jurisdiction of the courts of Malaysia.
Policy Against Sexual Misconduct
Our Commitment
Bayu Wellness is committed to providing a safe, professional, and respectful environment for every guest and every member of our team. We have zero tolerance for sexual misconduct of any kind within our premises.
Prohibited Conduct
The following behaviours are strictly prohibited at all Bayu Wellness outlets:
- Requesting any form of massage or service that involves genital or sexual contact.
- Inappropriate touching of our therapists or any staff member.
- Indecent exposure to any member of our staff or other guests.
- Making sexual remarks, sounds, or gestures during a treatment.
- Soliciting sexual services from our therapists or staff.
- Any other conduct of a sexual nature that is unwelcome or inappropriate.
Consequences
Any violation of this policy will result in:
- The immediate termination of your treatment, with no refund issued.
- A mandatory penalty of RM5,000, payable immediately.
- A permanent ban from all Bayu Wellness outlets.
- Immediate reporting of the incident to the relevant authorities.
Bayu Wellness further reserves the right to pursue additional legal action and claim damages arising from the violation.
Acknowledgement
By booking or receiving any treatment at Bayu Wellness, you acknowledge this policy and agree to conduct yourself in a professional and respectful manner at all times. Our therapists have the right and full support of management to stop any treatment immediately if they feel uncomfortable or if this policy is breached.
Spa Etiquette
To ensure a relaxing and enjoyable experience for all our guests, we kindly ask that you observe the following guidelines when visiting any Bayu Wellness outlet.
Reservation
We recommend placing an advance reservation to ensure your preferred time and service are available. Walk-ins are welcome but subject to therapist availability.
Arrival
Please arrive at least 15 minutes before your scheduled appointment. This allows time to complete any necessary forms, settle in, and enter a calm state of mind before your session. Late arrivals may result in a shortened treatment duration so as not to delay the next scheduled guest. If you arrive more than 15 minutes late, your slot may be released to the next guest in queue.
Children
Children under the age of 12 are not permitted in treatment areas. Children must not be left unattended anywhere on our premises while you are receiving a treatment. We appreciate your understanding in helping us maintain a serene environment for all visitors.
Comfort & Attire
Slippers and comfortable attire will be provided for full-body treatments. For foot massage or half-body services, comfortable attire is available upon request. Disposable undergarments are provided where necessary. You are welcome to wear your own comfortable clothing if you prefer. Our therapists are trained to maintain professional draping throughout your treatment to ensure your privacy and comfort.
Enjoy the Silence
Immerse yourself in a mindful state of relaxation. We kindly request that all mobile devices be switched to silent mode upon entering the spa. Please speak softly in all areas of the outlet to maintain a peaceful environment for yourself and other guests.
Guest Conduct
We are proud to offer a welcoming and professional environment for everyone. Kindness and respect towards our staff and fellow guests are expected at all times. Rude, aggressive, or disrespectful behaviour — including raised voices, offensive language, or inappropriate comments — will not be tolerated. Bayu Wellness reserves the right to refuse service and ask any guest to leave without a refund if their conduct is disruptive or inappropriate.
Professional Services
In compliance with spa industry guidelines, curtains are half-drawn for male guests during treatment. Any inappropriate guest behaviour as determined by our therapists will result in the immediate cessation of the treatment, with no refund provided. Please refer to Section 3 (Policy Against Sexual Misconduct) for full details.
Hygiene
Guests are encouraged to shower before their treatment to enhance the experience. If you are feeling unwell or have a contagious condition, we kindly ask that you reschedule your appointment for the safety and comfort of our staff and other guests.
Prohibitions
Smoking and alcohol consumption are strictly prohibited within our premises. We also advise guests to avoid consuming alcohol or heavy meals immediately before or after treatment for the benefit of your health and comfort.
Prices & Service Tax
All services are priced in Ringgit Malaysia (RM) and are subject to the prevailing Service Tax (SST). Prices may change without prior notice. Updated pricing is available on our website and at our outlets.
Gratuities
Gratuities are not required but are always welcomed at your discretion. If you feel your therapist has provided outstanding service, a tip is a meaningful way to show your appreciation directly.
Spa Products & Home Care
Many of the products used during your treatment are available for purchase at our outlets. Our staff will be happy to recommend products suited to your needs so you can continue your wellness routine at home.
Personal Belongings
Bayu Wellness is not responsible for any lost, stolen, or damaged personal belongings. Please keep your valuables secure and with you at all times, or store them in the cabinet provided.
Damage & Soiling
We ask that you treat our facilities, equipment, and linens with care. In the event of damage or soiling of spa property — including but not limited to staining from bodily fluids — a cleaning or replacement fee of RM50 to RM300 may be imposed depending on the extent of the damage.
Feedback
Your comfort and satisfaction are our priority. If you experience any discomfort during your treatment or have any concerns about your experience, please inform your therapist immediately or speak with the outlet manager. We would much rather address a concern in the moment than learn about it afterward.
Appointment, Deposit & Refund Policy
Booking & Deposits
Appointments at Bayu Wellness are subject to therapist availability. A non-refundable deposit may be required to secure your booking, particularly for peak periods, group bookings, or selected premium treatments. The deposit amount will be communicated at the time of booking and will be applied toward the total cost of your treatment.
For online bookings, a deposit may be collected at the time of reservation through our booking platform. Appointments made without a deposit may be subject to cancellation if demand is high.
Cancellation & Rescheduling
If you need to cancel or reschedule your appointment, please provide us with at least 24 hours’ notice. You may reschedule your appointment up to two (2) times, after which the booking will be treated as a cancellation.
Cancellations made with less than 24 hours’ notice will result in the forfeiture of your deposit.
No-Shows
If you do not attend your appointment and have not provided prior notice, your deposit will be forfeited. Repeated no-shows may result in Bayu Wellness requiring full prepayment for future bookings.
Refund Policy
Deposits are strictly non-refundable, except in the event of a cancellation initiated by Bayu Wellness (for example, due to therapist unavailability or outlet closure).
Refunds will not be provided for missed appointments, late cancellations, or dissatisfaction based on personal preference.
Where a refund is granted under exceptional circumstances, it will be processed through the original payment method and may take 7 to 14 business days to reflect in your account.
Service Recovery
If you are dissatisfied with a completed treatment, please raise it with the outlet manager at the time of your visit. While refunds are not provided for completed services, we may at our discretion offer a service adjustment, a complimentary add-on, or credit toward a future visit. Our goal is to ensure every guest leaves feeling valued.
Gift Vouchers & Packages
Gift vouchers and prepaid spa packages are non-refundable and non-transferable unless otherwise stated at the time of purchase. Gift vouchers are valid for the period stated on the voucher. Expired vouchers will not be honoured or extended unless an extension has been arranged with management prior to the expiry date. Unused sessions within a prepaid package will not be refunded or carried over beyond the package validity period.
Promotional Offers
Promotional rates and special offers are subject to specific terms communicated at the time of the promotion. Promotions may not be combined with other offers, packages, or vouchers unless explicitly stated.
Health & Safety Declaration
Your Responsibility
It is your responsibility to inform our staff of any health conditions, medical history, or circumstances that may affect the suitability or safety of your treatment. This includes but is not limited to:
- Pregnancy or possibility of pregnancy
- Cardiovascular conditions or high blood pressure
- Skin conditions, infections, rashes, or open wounds
- Recent surgeries, injuries, or fractures
- Allergies to products, essential oils, or fragrances
- Diabetes or conditions affecting circulation or sensation
- Any medication that may affect your response to treatment
Please disclose this information before your session begins so that our therapists can tailor your treatment accordingly or advise on suitable alternatives.
Contraindications
Certain treatments may not be suitable for guests with specific health conditions. Our therapists are trained to identify common contraindications and will discuss any concerns with you before proceeding. In some cases, we may request a letter of clearance from your doctor before performing a treatment.
Nature of Our Services
All treatments provided by Bayu Wellness are wellness-based services. They are not medical treatments, and they are not a substitute for professional medical advice, diagnosis, or care. If you have an underlying health condition, we recommend consulting your doctor before booking a treatment.
Consent
By receiving any treatment at Bayu Wellness, you confirm that you have disclosed all relevant health information to our staff, that you understand certain treatments may carry inherent risks, that you will inform your therapist immediately if you experience any discomfort during the session, and that you consent to receive the treatment on this basis.
Limited Liability
Scope of Liability
While Bayu Wellness takes all reasonable precautions to ensure the safety and quality of our services, we wish to be transparent about the limits of our liability.
Undisclosed health conditions. Bayu Wellness shall not be held liable for any adverse reactions, injuries, or complications arising from health conditions, allergies, or circumstances that were not disclosed to our staff prior to treatment. It is the guest’s responsibility to provide complete and accurate health information as outlined in Section 6.
Personal belongings. Bayu Wellness is not responsible for any loss, theft, or damage to personal belongings or valuables brought into our premises.
Website availability. We do not warrant that our website will be available at all times or without interruption. We shall not be liable for any loss arising from temporary unavailability of the website.
Force Majeure
Bayu Wellness shall not be liable for any failure to perform our obligations, including appointment cancellations or outlet closures, caused by events beyond our reasonable control. This includes but is not limited to natural disasters, power outages, pandemics, government orders, or civil unrest. In such circumstances, we will make reasonable efforts to reschedule affected appointments or provide credit for future visits.
Our Commitment to Safety
Nothing in this section is intended to exclude or limit our liability for death or personal injury caused by our negligence, or for any matter where it would be unlawful for us to exclude or limit liability. We are committed to maintaining the highest standards of safety, training, and professionalism across all our outlets. If you experience any issue, we encourage you to raise it with us so we can address it promptly.
Contact Us
If you have any questions about the policies on this page, or if you wish to exercise your data protection rights, please contact us:
Data Protection Officer
For privacy and personal data enquiries: Email: [email protected] Phone: +6013 9700 970
General Enquiries
For questions about our services, bookings, or any other policy matters: Email: [email protected] WhatsApp: +6013 9700 970