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Customer FAQs
Explore our frequently asked questions or search for your question in the search bar!
New Bookings
Existing Bookings
- How can I reschedule my appointment?
- How can I cancel my appointment? (Member)
- How can I cancel my appointment (Non-Member)
- I got sick last minute - can I reschedule my appointment?
- My therapist got sick - what happens now?
- Do I need to bring anything to my massage appointment?
- When should I arrive at the studio?
- Where can I add if I have a special injury?
- Why isn’t my tipping link working?
- How can I leave a rating for new:soul or my therapist?
- I am not satisfied with my massage - how can I report an issue?
- Can I shower after my session?
- Can I choose my therapist when booking?
- Can I switch to a female therapist?
- Can I add-on some specific products to my massage?
- Can I change the type of massage I booked?
- Can I extend my massage length?
- I have a nut allergy - where can I mention that?
First Time at new:soul
New Membership
My Membership
- How do I manage my membership profile?
- How far in advance can I book as a member?
- Where do I see my remaining minutes in my membership profile?
- Why do I have negative minutes in my account?
- What are the billing and renewal terms for memberships?
- How can I cancel my membership?
- Can I use my minutes to book for someone else?
- Can I pause my membership?
- What happens to my minutes when pausing my membership?
- Do I need to pay extra for special massages with my membership?
- Can I use my minutes at all studios across Germany?
- Can I share a membership with someone else?
- Can I roll over my minutes to the next month?
Services & Treatments
- How can I leave a tip for my therapist?
- When is it not recommended to book a massage treatment?
- What treatments are offered at New Soul?
- Can I bring my kids to a massage?
- Can I bring my dog to a massage?
- How old do I need to be to receive a massage treatment at new:soul?
- Which massage technique are used at new:soul?
- Do you offer Thai Massages at new:soul?
- Do you offer specialized treatments, like sports recovery or relaxation?
- Do you offer a special massage for pregnant women?
- How long is the actual massage time?
Giftcards & Promotions
Pricing & Payment
- Why is there an additional charge for special massages?
- What payment methods are accepted at New Soul?
- How do I change my payment method?
- What do I do if my payment fails?
- Why did the booking in my basket disappear?
- What are the refund and cancellation policies?
- 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?
- How can I get an invoice for my massage?