--- title: Customer FAQs | newsoul Knowledge Base description: Explore our frequently asked questions or search for your question in the search bar! --- [Skip to content](https://help.newsoul.de/en/customer-faqs#main-content) - [English](https://help.newsoul.de/en/customer-faqs) - [Deutsch](https://help.newsoul.de/de/kunden-faqs) English Show submenu for translations [![newsoul](https://help.newsoul.de/hubfs/newsoul-primary-logo-white.svg)](https://help.newsoul.de/en) Open main navigation Close main navigation - - [English](https://help.newsoul.de/en/customer-faqs) - [Deutsch](https://help.newsoul.de/de/kunden-faqs) English Show submenu for translations - [Go to newsoul.de](https://newsoul.de/) [Go to newsoul.de](https://newsoul.de/) Ask me anything - how can we help? - There are no suggestions because the search field is empty. 1. [newsoul Knowledge Base](https://help.newsoul.de/en) 2. [Customer FAQs](https://help.newsoul.de/en/customer-faqs) # Customer FAQs Explore our frequently asked questions or search for your question in the search bar! ## New Bookings - [How do I book a session at new:soul?](https://help.newsoul.de/en/how-do-i-book-a-session-at-new-soul) - [How much does a treatment cost?](https://help.newsoul.de/en/how-much-does-a-treatment-cost) - [Can I walk in, or do I need to pre-book?](https://help.newsoul.de/en/can-i-walk-in-or-do-i-need-to-pre-book) - [How far in advance can I book at new:soul?](https://help.newsoul.de/en/how-far-in-advance-can-i-book-at-newsoul) - [Can I join a waitlist, and when will I be notified if a spot opens up?](https://help.newsoul.de/en/can-i-join-a-waitlist-if-there-are-no-spots-available-for-my-preferred-times-and-when-will-i-be-notified-if-a-spot-opens-up) - [What do I do if there are no slots available?](https://help.newsoul.de/en/no-slots-available) See less ▼ ## Existing Bookings - [How can I reschedule my appointment?](https://help.newsoul.de/en/how-can-i-reschedule-my-appointment) - [How can I cancel my appointment? (Member)](https://help.newsoul.de/en/how-can-i-cancel-my-booking-member) - [How can I cancel my appointment (Non-Member)](https://help.newsoul.de/en/can-i-cancel-my-appointment-what-are-the-booking-policies) - [I got sick last minute - can I reschedule my appointment?](https://help.newsoul.de/en/i-got-sick-last-minute-can-i-reschedule-my-appointment) - [My therapist got sick - what happens now?](https://help.newsoul.de/en/my-therapist-got-sick-what-happens-now) - [Do I need to bring anything to my massage appointment?](https://help.newsoul.de/en/do-i-need-to-bring-anything-to-my-massage-appointment) - [When should I arrive at the studio?](https://help.newsoul.de/en/when-should-i-arrive-at-the-studio) - [Where can I add if I have a special injury?](https://help.newsoul.de/en/where-can-i-add-if-i-have-a-special-injury) - [Why isn’t my tipping link working?](https://help.newsoul.de/en/my-online-tipping-link-does-not-work) - [How can I leave a rating for new:soul or my therapist?](https://help.newsoul.de/en/how-can-i-leave-a-rating-for-newsoul-or-my-therapist) - [I am not satisfied with my massage - how can I report an issue?](https://help.newsoul.de/en/i-am-not-happy-with-my-massage-how-can-i-report-an-issue) - [Can I shower before or after my session?](https://help.newsoul.de/en/can-i-shower-after-my-session) - [Can I choose my therapist when booking?](https://help.newsoul.de/en/can-i-choose-my-therapist-when-booking) - [Can I add-on some specific products to my massage?](https://help.newsoul.de/en/can-i-add-on-some-specific-products-to-my-massage) - [Can I change the type of massage I booked?](https://help.newsoul.de/en/can-i-change-the-type-of-massage-i-booked) - [Can I extend my massage length?](https://help.newsoul.de/en/can-i-extending-my-massage) - [I have a nut allergy - where can I mention that?](https://help.newsoul.de/en/i-have-a-nut-allergy-where-can-i-mention-that) See less ▼ ## First Time at new:soul - [First time at new:soul - what should I expect from my session?](https://help.newsoul.de/en/first-time-at-newsoul-what-should-i-expect-from-my-session) - [First time at new:soul - do I need to prepare anything?](https://help.newsoul.de/en/first-time-at-newsoul-do-i-need-to-prepare-anything) - [Do I have to be naked during my massage session?](https://help.newsoul.de/en/can-i-leave-my-underwear-on-during-the-massage) - [What are the guidelines I should follow during my visit at new:soul?](https://help.newsoul.de/en/what-are-the-guidelines-i-should-follow-during-my-visit-at-newsoul) ## New Membership - [What is the new:soul membership? How does it work?](https://help.newsoul.de/en/what-is-the-new-soul-membership-how-does-it-work) - [Why should I become a new.soul member?](https://help.newsoul.de/en/why-should-i-become-a-new.soul-member-what-are-the-benefits) - [How much can I save with a membership?](https://help.newsoul.de/en/how-much-can-i-save-with-a-membership) - [What types of memberships are available?](https://help.newsoul.de/en/what-types-of-memberships-are-available) - [How do I sign up for my membership?](https://help.newsoul.de/en/how-do-i-sign-up-for-my-membership) - [What are the membership policies?](https://help.newsoul.de/en/what-are-the-membership-policies) See less ▼ ## My Membership - [How do I manage my membership profile?](https://help.newsoul.de/en/how-do-i-manage-my-membership-profile) - [How far in advance can I book as a member?](https://help.newsoul.de/en/how-far-in-advance-can-i-book-as-a-member) - [Where do I see my remaining minutes in my membership profile?](https://help.newsoul.de/en/where-do-i-see-my-remaining-minutes-in-my-membership-profile) - [Why do I have negative minutes in my account?](https://help.newsoul.de/en/how-can-i-see-how-much-membership-minutes-i-still-have) - [What are the billing and renewal terms for memberships?](https://help.newsoul.de/en/what-are-the-billing-and-renewal-terms-for-memberships) - [How can I cancel my membership?](https://help.newsoul.de/en/how-can-i-cancel-my-membership) - [Can I use my minutes to book for someone else?](https://help.newsoul.de/en/can-i-use-my-minutes-to-book-for-someone-else) - [Can I pause my membership?](https://help.newsoul.de/en/can-i-pause-my-membership) - [What happens to my minutes when pausing my membership?](https://help.newsoul.de/en/what-happens-to-my-minutes-when-pausing-my-membership) - [Do I need to pay extra for special massages with my membership?](https://help.newsoul.de/en/do-i-need-to-pay-extra-for-special-massages-with-my-membership) - [Can I use my minutes at all studios across Germany?](https://help.newsoul.de/en/can-i-use-my-minutes-at-all-studios-across-germany) - [Can I share a membership with someone else?](https://help.newsoul.de/en/can-i-share-a-membership-with-someone-else) - [Can I roll over my minutes to the next month?](https://help.newsoul.de/en/can-i-roll-over-my-minutes-to-the-next-month) See less ▼ ## Services & Treatments - [How can I leave a tip for my therapist?](https://help.newsoul.de/en/how-can-i-leave-a-tip-for-my-therapist) - [When is it not recommended to book a massage treatment?](https://help.newsoul.de/en/when-is-it-not-recommended-to-book-a-massage-treatment) - [What treatments are offered at New Soul?](https://help.newsoul.de/en/what-treatments-are-offered-at-new-soul-e.g.-massage-types-durations) - [Can I bring my kids to a massage?](https://help.newsoul.de/en/can-i-bring-my-kids-to-a-massage) - [Can I bring my dog to a massage?](https://help.newsoul.de/en/can-i-bring-my-dog-to-a-massage) - [How old do I need to be to receive a massage treatment at new:soul?](https://help.newsoul.de/en/how-old-do-i-need-to-be-to-receive-a-massage-treatment-at-newsoul) - [Which massage technique are used at new:soul?](https://help.newsoul.de/en/which-massage-technique-are-used-at-newsoul) - [Do you offer Thai Massages at new:soul?](https://help.newsoul.de/en/do-you-offer-thai-massages-at-newsoul) - [Do you offer specialized treatments, like sports recovery or relaxation?](https://help.newsoul.de/en/do-you-offer-specialized-treatments-like-sports-recovery-or-relaxation) - [Do you offer a special massage for pregnant women?](https://help.newsoul.de/en/do-you-offer-a-special-massage-for-pregnant-women) - [How long is the actual massage time?](https://help.newsoul.de/en/how-long-is-the-actual-massage-time) See less ▼ ## Giftcards & Promotions - [Can I gift someone a massage, membership, or bundle at new:soul?](https://help.newsoul.de/en/can-i-gift-someone-a-massage-at-newsoul) - [How does the Refer a friend work?](https://help.newsoul.de/en/how-does-the-refer-a-friend-work) - [Do you offer corporate giftcard deals?](https://help.newsoul.de/en/do-you-offer-corporate-giftcard-deals) - [Why is my gift voucher not working?](https://help.newsoul.de/en/why-is-my-gift-voucher-not-working) - [Can I combine gift vouchers?](https://help.newsoul.de/en/can-i-combine-gift-vouchers) ## Pricing & Payment - [Why is there an additional charge for special massages?](https://help.newsoul.de/en/why-is-there-an-additional-charge-for-special-massages) - [What payment methods are accepted at new:soul?](https://help.newsoul.de/en/what-payment-methods-are-accepted-at-new-soul) - [How do I change my payment method?](https://help.newsoul.de/en/how-do-i-change-my-payment-method) - [What do I do if my payment fails?](https://help.newsoul.de/en/what-do-i-do-if-my-payment-fails) - [Why did the booking in my basket disappear?](https://help.newsoul.de/en/why-did-the-booking-in-my-basket-disappear) - [What are the refund and cancellation policies?](https://help.newsoul.de/en/what-is-your-refund-and-cancellation-policies) - [How long does it take for the refund to arrive in my account?](https://help.newsoul.de/en/how-long-does-it-take-for-the-refund-to-arrive-in-my-account) - [Can I get a refund for my add-ons and tips as a member?](https://help.newsoul.de/en/can-i-get-a-refund-for-my-add-ons-and-tips-as-a-member) - [How can I get an invoice for my massage?](https://help.newsoul.de/en/how-can-i-get-an-invoice-for-my) See less ▼ ## Facilities & Studio Information - [Where are New Soul studios located?](https://help.newsoul.de/en/where-are-new-soul-studios-located) - [What are the opening hours of the new:soul studios?](https://help.newsoul.de/en/what-are-the-opening-hours-of-the-newsoul-studios) - [Is parking available at the studios?](https://help.newsoul.de/en/is-parking-available-at-the-studios) - [Are the studios accessible i.e. barrier free?](https://help.newsoul.de/en/are-the-studios-accessible-i.e.-barrier-free) - [Which amenities are available at new:soul?](https://help.newsoul.de/en/which-amenities-are-available-at-newsoul) - [What are the hygiene standards at New:Soul?](https://help.newsoul.de/en/what-are-the-hygiene-standards-at-newsoul) See less ▼ - [Customer FAQs](https://help.newsoul.de/en/customer-faqs#main-content) - [New Bookings](https://help.newsoul.de/en/customer-faqs#new-bookings) - [Existing Bookings](https://help.newsoul.de/en/customer-faqs#existing-bookings) - [First Time at new:soul](https://help.newsoul.de/en/customer-faqs#first-time-at-newsoul) - [New Membership](https://help.newsoul.de/en/customer-faqs#new-membership) - [My Membership](https://help.newsoul.de/en/customer-faqs#my-membership) - [Services & Treatments](https://help.newsoul.de/en/customer-faqs#services-treatments) - [Giftcards & Promotions](https://help.newsoul.de/en/customer-faqs#giftcards-promotions) - [Pricing & Payment](https://help.newsoul.de/en/customer-faqs#pricing-payment) - [Facilities & Studio Information](https://help.newsoul.de/en/customer-faqs#facilities-studio-information) # New Soul GmbH newsoul.de Help Center Copyright © 2026, New Soul GmbH