Customer Terms

Welcome to Veyyā. These are the terms you agree to when you book beauty, wellness, home, or pet care services from Veyyā. We have tried to keep them clear and human. If anything is unclear, our team is

just a message away

.

On this page

1. About these Terms and who they apply to
2. What Veyyā does
3. Your account
4. Bookings and providers
5. Payments and taxes
6. Sharing health information
7. Cancellations and refunds
8. Problems with a service
9. Behaviour we do not allow
10. Data retention
11. Changes to these Terms
12. Ending your account
13. If something goes wrong: dispute resolution
14. General

1. About these Terms and who they apply to

These Customer Terms and Conditions ("Terms") form a binding agreement between you ("Customer", "you") and Veyya Life (Thailand) Limited ("Veyyā", "we", "us"), Registration No. 0105569069061, with its registered office at No. 2534/198, Soi Nok Khet, Bang Khlo Sub-district, Bang Kho Laem District, Bangkok 10120, Thailand.

By creating a Veyyā account, booking a service from Veyyā, or using the Veyyā website or app (the "Veyyā Platform"), you accept these Terms in full.

Who can use Veyyā

Veyyā is for adults. You must be at least 18 years old to create an account. We do not knowingly collect personal data from anyone under 18. If we discover an underage account, we will suspend it and delete the data (except anything the law requires us to keep).

2. What Veyyā does

2.1 Veyyā is the seller of your service

When you book through the Veyyā Platform, you are buying the service from Veyyā. Veyyā is the seller, the price you pay is Veyyā's price, and Veyyā is responsible to you for the service you booked.

2.2 Who carries out the service

Veyyā arranges for each service to be carried out by an independent third-party service provider that we have engaged to deliver it on our behalf. A provider may be an individual professional or a business that employs its own staff. Providers are not Veyyā employees, and they work under their own agreement with Veyyā.

2.3 What we handle

We handle your booking, assign a suitable provider, take your payment, issue your tax invoice, look after communication about your booking, and deal with any problem with the service.

3. Your account

You are responsible for the information you give us, keeping your account credentials safe, and any activity on your account. You can update your profile, saved addresses, and preferences any time in Account Settings.

4. Bookings and providers

4.1 How bookings work

When you place a booking and your payment is accepted, you have a contract with Veyyā for that service on these Terms. There is no separate contract between you and the provider. The provider who carries out your service does so as Veyyā's independent third-party service provider, and Veyyā remains responsible to you for it.

Bookings are subject to provider availability in the areas we serve. When you book, we look for a suitable provider for your chosen time. If we cannot confirm a provider for your booking, we will cancel it and give you a full refund. While we are still looking for a provider, you can also cancel for a full refund.

4.2 Location and address

We match providers to your saved address. We do not collect real-time GPS from your device. You can add, edit, or remove saved addresses any time in Account Settings.

4.3 Booking in advance

Bookings made on the Veyyā website must be placed at least 24 hours before the start time. The Veyyā app may allow shorter notice. The earliest time you can choose is always shown when you book.

4.4 Seeing your provider on the way

Once your booking is confirmed and the provider is dispatched, you can see their real-time location and estimated arrival time. Your provider's location is used to keep you informed and safe. This is processed under contractual necessity (PDPA §24(3)) and does not require separate consent.

4.5 Provider verification

Every provider who carries out Veyyā services has completed identity verification and background screening before taking bookings. We may carry out these checks ourselves or through our identity verification partner, AppMan Co., Ltd. Every provider agrees to Veyyā's terms for independent third-party service providers, including our provider data protection terms.

5. Payments and taxes

5.1 Paying for your booking

You pay Veyyā for your booking. The price shown at checkout is the full price of the service, in Thai Baht, including VAT.

Payments are processed by our payment service provider, Reservepay Co., Ltd. ("Reservepay"), which is licensed by the Bank of Thailand. On the Veyyā website you can pay by card. In the Veyyā app you can pay by card or PromptPay. Card details are entered directly into Reservepay's secure payment form and are never received or stored by Veyyā.

We take payment when your booking is confirmed. For card payments, your card is first authorised at checkout and the payment is then taken as soon as your booking is confirmed, which normally happens straight away. If your booking is not confirmed, any authorisation on your card is released or refunded in full.

5.2 Card details

Veyyā does not store your card number, CVV, card token, last 4 digits, card brand, or expiry date. We keep only a record of each payment: the amount, the date, the type of payment method (for example card or PromptPay), its status, and the reference numbers our payment service provider gives us, so that we can confirm your booking, issue refunds and keep the records Thai law requires.

5.3 VAT and tax invoices

As the seller, Veyyā charges VAT on the full price of your service, and the VAT is included in the price you see at checkout.

When we receive your payment, Veyyā issues you a Thai tax invoice and receipt as a PDF. We email it to you and you can download it any time from My bookings. A tax invoice must show the buyer's name, so we need your name on your account before we can issue it. If you need the invoice in a business name with a tax ID, you can ask us to re-issue it from My bookings. If we refund all or part of a payment, we issue a credit note for the refunded amount.

5.4 Tips

Veyyā does not take tips through the Veyyā Platform and does not collect tips for providers. Anything you choose to give your provider in person is between you and them.

6. Sharing health information

6.1 Optional but useful

You can choose to share information with your provider about health-related matters that help them deliver a safer service: allergies, skin sensitivities, medical conditions, pregnancy, or disability. Under PDPA §26, this counts as Sensitive Personal Data.

6.2 We ask for consent when it matters

When you type such information into a booking note, the Veyyā Platform detects health-related keywords and asks for your explicit §26 consent through the Customer Sensitive Personal Data Consent Letter. You choose:

• Per-booking (default) · notes are shared with the assigned provider for this booking only and deleted when the booking is complete.
• Persistent (opt-in) · notes are stored in your encrypted profile and automatically shared with the assigned provider on future bookings, until you withdraw consent or 90 days after account closure.

6.3 Your provider's obligations

Providers who receive your health information are bound by their agreement with us to use it only for safe service delivery, not to screenshot or copy it, not to share it with anyone else, and not to retain it beyond 7 days after your booking is complete.

7. Cancellations and refunds

7.1 Our cancellation schedule

How much you get back when you cancel depends on how long before the start time you cancel, and on the type of service. The schedule that applies to your booking is shown before you pay and in your booking details. It includes a free-cancellation window, during which you get a full refund, and lower refunds for later cancellations. The schedule in force when you book is the one that applies to that booking, even if we change the schedule later.

7.2 Cancelling a booking

You can cancel any booking through the Veyyā Platform. If you cancel inside the free-cancellation window, you get a full refund. If you cancel later, you get the refund shown in the schedule for your booking, and the rest is kept as a cancellation fee. If you are not available for the service at the booked time and place, this is treated as a last-minute cancellation under the schedule.

7.3 When you always get a full refund

You get a full refund if:

• we cannot confirm a provider for your booking (see 4.1);
• we cancel your booking for any reason that is not your fault;
• your provider does not arrive for your booking and has not agreed a new time with you; or
• you cancel while we are still looking for a provider for your booking.

7.4 How refunds are paid

Refunds are always made to your original payment method. We start the refund as soon as it is approved. Your bank or card issuer then usually needs some business days to show it on your account; we tell you the expected timing when we confirm the refund. "Business Day" means Monday to Friday, excluding Thai public holidays.

7.5 Refund records

All refund requests, investigations, decisions, and processing are kept as part of the Booking Transaction Records for 10 years, in compliance with Revenue Code §87/3, Accounting Act §14, and Civil and Commercial Code §193/30 and §193/31.

8. Problems with a service

8.1 Telling us about a problem

If your service was not carried out as booked, or you are unhappy with the quality of the service, please tell us through the Veyyā Platform within 48 hours after the service is completed. Because Veyyā is the seller, we deal with the problem directly; you do not need to take it up with the provider.

8.2 What happens next

We will look into it, which may include asking you and the provider for details or photos. Depending on what we find, we may arrange for the service to be redone, or give you a partial or full refund. Refunds are paid as set out in 7.4.

8.3 Your legal rights

Nothing in this section limits your rights under the Consumer Protection Act B.E. 2522 (1979) or any other Thai law.

9. Behaviour we do not allow

You agree not to:

• Use Veyyā for anything unlawful
• Arrange the same or substantially similar services directly with a provider you met through Veyyā, outside the Veyyā Platform, while they are engaged by us
• Impersonate someone else or provide false information
• Interfere with the Platform's operation or security
• Post defamatory, harassing, or infringing content in reviews or messages

10. Data retention

When you use Veyyā, Thai law requires us to keep certain records for at least 10 years from your final transaction. This covers:

• Booking details, payment records, tax invoices and credit notes
• Withholding tax records and Form 50 bis certificates
• Refund, cancellation, and adjustment records

This retention is required under Revenue Code §50, §50 bis, §87/3, Accounting Act B.E. 2543 §14, AML Act B.E. 2542, and Civil and Commercial Code §193/30 and §193/31 prescription periods.

You can request deletion of personal data under PDPA §35 for anything not covered by statutory retention. Where statutory retention applies, we will tell you exactly what we need to keep and until when.

For the full picture of retention periods, see our Customer Privacy Notice.

11. Changes to these Terms

We may update these Terms from time to time. For material changes, we give you 30 days' written notice before the changes take effect. During that notice period, you can close your account without penalty if you disagree with the changes. This keeps these Terms fair and enforceable under the Unfair Contract Terms Act B.E. 2540 (1997).

Changes to our cancellation schedule never affect bookings you have already made. If we change the schedule in a way that is less favourable to you, we give you at least 30 days' notice before the change applies to new bookings.

12. Ending your account

You can close your account any time in Account Settings. We may suspend or close your account for a material breach of these Terms, fraud, or activity that endangers other users. Closing your account does not affect our statutory retention obligations (see Section 10).

13. If something goes wrong: dispute resolution

We resolve disputes in three tiers, giving both sides a fair shot at resolution:

13.1 First: talk to us

Write to us via the Platform or email support@veyya.com. We acknowledge within 3 Business Days and aim to resolve within 14 Business Days.

13.2 If we cannot agree: mediation

Either party can request non-binding mediation by a mutually agreed mediator in Bangkok, Thailand. Costs are shared equally. Both parties participate in good faith for at least 30 days before pursuing further steps.

13.3 If mediation fails: Thai courts

The parties submit to the exclusive jurisdiction of the courts of Thailand. Nothing here prevents either party from seeking urgent injunctive or equitable relief. Nothing here limits your statutory rights under the Consumer Protection Act B.E. 2522 (1979) or any other applicable Thai law.

14. General

Governing law · These Terms are governed by the laws of Thailand.

Severability · If a provision cannot be enforced, the rest still stands.

Entire agreement · These Terms, together with the cancellation schedule shown for your booking, the Privacy Notice, Cookie Policy, and (where applicable) the Customer Sensitive Personal Data Consent Letter, form the entire agreement between us.

Get in touch

• Support · support@veyya.com
• Data Protection Officer · dpo@veyya.com

Veyya Life (Thailand) Limited · Bangkok, Thailand

Version history

v3.1 (12 October 2026): Veyyā is now the seller of every service you book and is responsible to you for it; services are carried out by independent third-party service providers engaged by Veyyā. Payments are made to Veyyā and processed by Reservepay. Payment is taken when your booking is confirmed. Veyyā does not store card details. Veyyā issues a Thai tax invoice and credit notes. Tips are not taken through Veyyā. Cancellations and refunds follow the cancellation schedule shown for each booking, and refunds are always made to your original payment method. Problems must be reported within 48 hours after completion. Website bookings need at least 24 hours' notice.

v3.0 (3 July 2026): Refund Policy expanded with definitions and timeframes. Booking Transaction Records 10-year retention section added. Three-tier dispute resolution adopted. 30-day material change notice with right to exit. Minimum age 18+. Just-in-time §26 consent for health notes. Independent third-party service provider terminology. Veyya Life (Thailand) Limited legal name.