Terms and Conditions

1. Who we are

Royal medical service & spa s.r.o., operator of ESCAPE Thai Massage
Company ID (IČO): 05832241 · VAT ID: CZ05832241
Registered office: Rybná 716/24, 110 00 Prague 1, Czech Republic
Salon: Elišky Krásnohorské 133/11, 110 00 Prague 1 – Josefov, Czech Republic
Registered in the Commercial Register kept by the Municipal Court in Prague, section C, file 271637
Email: info@escapemassage.cz · Phone: +420 734 331 444
Open daily 10:00⁠–⁠22:00.

We are VAT registered. All prices on the website are final and include VAT.

2. Booking a massage

• You can book online, by phone, via WhatsApp or at reception. The contract is made once we confirm your booking by email, by phone or in person.
• You pay either at the salon (cash, card, gift voucher or club credit) or in advance online via the Comgate payment gateway (article 5).
• Please arrive about 15 minutes early so you have time to settle in.
• Before your massage, tell us about any health conditions, pregnancy, injuries or allergies. The therapist will adapt the massage, or may decline it for safety reasons. Massage is a relaxation service and does not replace medical care.

3. Changing or cancelling a booking

• You can change or cancel free of charge up to 24 hours before your appointment. Just call +420 734 331 444, write to us on WhatsApp or at info@escapemassage.cz, or reply to your confirmation email.
• If you paid online and cancel at least 24 hours before your appointment, we return the full amount by the same payment method within 14 days at the latest.
• If you cancel later or do not come, we do not charge a cancellation fee. We do ask you to be fair to us: a slot left empty is a slot we cannot offer to anyone else.
• If you paid online in advance and did not come, your money is not lost. Get in touch and we will arrange a new appointment.
• If you used a gift voucher or club credit for the booking and you cancel, the value automatically goes back to the voucher or credit. If you do not come, the voucher or credit is not lost: get in touch and we will arrange a new date. If you cannot come, please always let us know in advance.
• If we have to cancel (for example, because a therapist is ill), we will tell you as soon as possible and offer a new appointment. If none suits you, we refund everything you paid for the booking.

4. Gift vouchers

Types of voucher

• A massage voucher is for a specific massage and length. It can also be used for a different massage: for a more expensive one you pay the difference, and for a cheaper one the difference stays on the voucher for later. Until you start using it, a massage voucher pays for its massage and length even after a price rise, and so does a voucher moved over from our previous booking system.
• A value voucher is for 2,000, 5,000, 10,000 or 25,000 CZK. Higher values cost less (for example, a 25,000 CZK voucher for 21,250 CZK, i.e. 15% off). You can use it gradually, for any massage.

Validity and use

• A voucher is valid for 12 months from purchase. The expiry date is printed on the voucher. We do not extend vouchers.
• Vouchers are transferable: anyone who presents the voucher or enters its code can use it, in an online booking or at reception.
• A voucher cannot be exchanged for cash, and we do not pay out any unused balance (except on withdrawal under section 6).
• While a value voucher is still valid, its value (in full or the remaining balance) can be moved to club credit in ESCAPE Club. You can do the transfer yourself in My account, or reception will do it for you.
• Every voucher is registered by its code. If you lose the email with your voucher, we will send it again. If you lose a printed voucher, write to us and we will look up the code.

Delivery

• By email as a PDF: free, right after payment (usually within a few minutes).
• Printed voucher for pickup at the salon: free, during opening hours.
• Printed voucher by courier within the Czech Republic: 199 CZK, usually delivered within 2 business days.

5. Paying online

• Online payments are provided for us by the Comgate payment gateway. The service provider, Comgate a.s., is a licensed payment institution supervised by the Czech National Bank. Payments made through the payment gateway are fully secured and all information is encrypted. You will find more information and contacts at www.comgate.eu.
• In the payment gateway you can pay by payment card (VISA, Mastercard), with Apple Pay or Google Pay, or with a bank button, which is an online transfer from your own internet banking. You will see the payment methods available right now directly in the gateway. Neither your card details nor your bank login ever pass through our website.
• Payment gateway operator: Comgate a.s., Company ID 279 24 505, Gočárova třída 1754/48b, 500 02 Hradec Králové, Czech Republic, email podpora@comgate.cz, phone +420 228 224 267. If you have a question about an order or a payment, please contact us first.
• How payment works and how we deliver gift vouchers is described on our Delivery and payment page.
• You place a voucher order with the payment button, which confirms that you have read these terms. The contract is made when the payment arrives. We then send a confirmation by email.
• We will issue a tax document on request.

6. Right of withdrawal (consumers)

• You can return a gift voucher bought online without giving a reason within 14 days of purchase. Just tell us by email at info@escapemassage.cz (you can use the template below). We will refund you within 14 days by the same method you paid with and cancel the voucher. A printed voucher must be returned at your own cost. We do not refund the courier surcharge, because the cheapest delivery option (email) is free.
• If the voucher was partly used within this period, we refund the unused part.
• A massage booked for a specific date is a leisure service provided on a set date. Under § 1837(j) of the Czech Civil Code there is therefore no right of withdrawal. Changes and cancellations are covered in section 3, and we do not charge for them.

7. Complaints

• If you are not happy with your massage, please tell us straight away at the salon, or as soon as you can by email at info@escapemassage.cz. Describe what was wrong. You can also make a complaint in person at the salon (Elišky Krásnohorské 133/11, Prague 1, daily 10:00⁠–⁠22:00) or on +420 734 331 444.
• We will deal with your complaint without undue delay and within 30 days at the latest. Depending on the situation, we will offer a replacement massage, a discount or another fair solution.
• If your massage did not go as agreed, you are entitled to a replacement massage or a fair price reduction. If the fault cannot be put right or is serious, we will refund the price.
• We confirm your complaint in writing (by email): when you made it, what it is about and the solution you ask for. We then confirm in writing how and when we settled it, and if we cannot accept it, we tell you why.
• If a voucher does not work (for example, because of a wrong code or a delivery error), we will issue a new one.

8. ESCAPE Club and discounts

• Membership is free. You join by signing up on the website or at reception. From the moment you join, members get 10% off every future massage and access to member offers. We recognise a member by the email in the booking.
• Offer of the week: every week, members get 15% instead of the usual 10% on the massage of the week at 120 minutes. The massage of the week changes every week; you will find the current one in your account.
• Welcome discount: if you subscribe to our newsletter and confirm your email, we email you a one-time code for 10% off your first massage, valid for 14 days. Use the code when you book online. At reception, just give the email it was sent to.
• A member who has added their birthday to their account gets 20% off the whole booking (instead of the usual 10%) for their whole birthday month, that is, when the appointment falls in the calendar month of their birthday. The discount applies to one booking a year. The birthday can be saved in the account once; reception can correct it.
• Discounts do not combine: the highest one always applies. The only exception is the 4% discount for paying in cash, which is added on top.
• A gift voucher and Club credit are not discounts but ways to pay. They always apply, also together with a discount: the discount comes off first and the voucher or credit pays the rest of the price. Whatever you do not use stays on the voucher for next time.
• Club credit comes from transferring a value voucher. You can use it to pay for massages for yourself or someone else, or to send a gift voucher (at least 500 CZK). Club credit cannot be paid out in cash.
• Club credit stays valid while your account is active. After 36 months with no visit and no credit activity it is frozen (not lost). When you come back, we restore it for you at reception.
• You can cancel your membership at any time by email.

9. Disputes

If we cannot agree, consumers can use out-of-court dispute resolution at the Czech Trade Inspection Authority (Česká obchodní inspekce, Štěpánská 567/15, 120 00 Prague 2, www.coi.cz). It is also the authority that oversees consumer protection.

You can file a proposal at adr.coi.cz within 1 year of the day you first raised the complaint or other claim with us. You can also go to court.

10. Final provisions

• Anything not covered by these terms is governed by Czech law, in particular the Civil Code and the Consumer Protection Act. The Czech version of these terms prevails.
• How we handle personal data is described in our Privacy Policy.
• How an online contract is made: when booking, you choose the massage and time, fill in your details and choose how to pay; for a voucher, you choose the voucher and delivery and pay. Before you send it, you see a summary with the total price and can correct any step with the back button. We conclude contracts in Czech or English. We email you the confirmation; we keep it and will send it again on request. Ordering at a distance costs you nothing extra, only the usual price of your connection. We are not bound by any code of conduct.
• If you buy as a business (for example company vouchers on invoice), the provisions meant only for consumers do not apply to you: withdrawal under section 6 and out-of-court dispute resolution under section 9.
• Reviews on our website: we load the rating and number of reviews live from Google. We quote selected Google reviews word for word, shortening only therapists’ names. We do not check ourselves whether the author actually used our service; Google checks reviews under its own rules. The Travellers’ Choice award is given by Tripadvisor.
• Accessibility: we build our website with accessibility in mind: readable contrast, labelled images and controls, large enough buttons and zoom. If something still does not work for you, call us or write on WhatsApp or by email and we will sort out your booking or voucher with you.
• We may change these terms. Each booking and purchase is governed by the version in effect on the day it was made.
• These terms are effective from 8 October 2026.