Terms of Service

1.1 Account Registration

Customers may use the Platform as a guest or by creating an account using an email address, magic link, or Google OAuth. Therapists must create an account through the therapist onboarding process at /join.

1.2 Eligibility

You must be at least 18 years of age to use the Platform. Therapists must be 18+ and hold a valid Indonesian identity document (KTP). By registering, you represent and warrant that you meet these requirements.

1.3 Account Security

You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. Notify us immediately of any unauthorized use. We are not liable for losses arising from unauthorized access due to your failure to protect your credentials.

1.4 Account Accuracy

You agree to provide accurate, current, and complete information during registration and to keep your account information updated. Providing false or misleading information, including misrepresenting your identity or qualifications, may result in immediate account termination.

1.5 Therapist Verification

Therapist accounts require additional verification including KTP upload, age confirmation, WhatsApp verification, and completion of our onboarding checklist. We reserve the right to deny or revoke approval at our sole discretion. A "Verified" badge (✅) is earned by completing 25+ sessions, achieving a 4.5+ average rating from 10+ verified reviews (5 for Founding Therapists).

2.1 Nature of the Platform

Hush is a marketplace platform that connects independent massage therapists with customers. The Company is not a party to the service agreement between therapist and customer. Therapists are independent contractors, not employees of Hush.

2.2 Booking Confirmation

A booking is confirmed only when a therapist accepts the request and payment is successfully processed via Stripe. You will receive a confirmation notification via email and/or WhatsApp.

2.3 Booking Cascade

For "first available" bookings, your request is broadcast to available therapists. All "first available" bookings are priced at the New tier rate regardless of which therapist accepts. For preferred bookings, selected therapists receive a 5-minute exclusive window in sequence before falling back to broadcast. If no therapist accepts within 10 minutes of broadcast, the booking expires and you receive a full refund.

2.4 Scheduled Bookings

For bookings scheduled in advance, payment is charged at the time of booking. The cascade to find a therapist begins 30 minutes before the scheduled time. You may cancel before the cascade begins for a full refund. Once the cascade begins, the standard cancellation policy applies.

2.5 Transport Fees

For outcall bookings, a transport fee is added to cover the therapist's travel costs. The fee is an estimated Gojek cost rounded up to the nearest 100,000 IDR, typically ranging from 100,000 to 300,000 IDR. The exact fee is displayed before payment confirmation.

2.6 Customer Conduct

Customers must treat therapists with respect and dignity. Any form of harassment, inappropriate behavior, or requests for services beyond those agreed upon is strictly prohibited and may result in account termination and potential legal action. The platform has a zero-tolerance policy for any conduct that violates therapists' personal boundaries.

Our cancellation policy is state-based — the refund amount depends on when in the booking lifecycle you cancel. This is clearly communicated at checkout as: "Free cancellation until your therapist starts traveling. Once she's on her way, cancellations are non-refundable."

3.1 Therapist-Initiated Cancellations

If a therapist cancels a confirmed booking, the customer receives a 100% refund. Therapists who cancel 3 or more bookings within a 30-day period will have their account suspended for 24 hours. Repeated cancellations may result in permanent removal from the Platform.

3.2 Broadcast Expiry Refunds

If no therapist accepts your broadcast booking within 10 minutes, the booking expires automatically and you receive a 100% refund.

3.3 Refund Processing

Refunds are processed immediately to your original payment method via Stripe. Depending on your bank, the refund may take 5–10 business days to appear. We are not responsible for delays caused by your financial institution.

All payments are processed through Stripe, a third-party payment processor. By making a payment, you agree to Stripe's Terms of Service and Privacy Policy.

4.1 Currency

Prices are displayed in Indonesian Rupiah (IDR) with USD equivalents. Stripe charges in USD at the current cached exchange rate, which is refreshed every 6 hours. You are responsible for any currency conversion fees charged by your bank or card issuer.

4.2 Tipping

Post-session tips are optional and voluntary. 100% of all tips go directly to the therapist. The Platform absorbs the Stripe processing fee on tips. Tips are non-refundable once processed.

4.3 Platform Fees

Hush retains a platform fee from each booking. This fee is included in the service price displayed at checkout — you will not see any additional charges beyond the service price and transport fee (for outcall bookings).

5.1 Independent Contractor Status

Therapists are independent contractors, not employees of Hush. You are responsible for your own taxes, insurance, and compliance with applicable Indonesian law. The Platform does not provide employment benefits.

5.2 Therapist Obligations

By using the Platform as a therapist, you agree to: maintain accurate profile information, provide the services listed on your profile, treat customers with professionalism and respect, comply with all applicable laws, and honor accepted bookings. You represent that you have the skills and qualifications to perform the services you offer.

5.3 Payouts

Therapist earnings are paid via Wise to your Indonesian bank account on a nightly basis at 8pm Bali time (WITA). Minimum payout amounts and transfer fees may apply per Wise's current terms. We reserve the right to withhold payouts in cases of suspected fraud or policy violations pending investigation.

5.4 Conduct Standards

Therapists must not solicit customers to book outside the Platform, engage in any form of inappropriate conduct, misrepresent their qualifications, or circumvent the Platform's fee structure. Violations may result in immediate account termination.

6.1 Platform as Marketplace

Hush is a marketplace connecting independent therapists with customers. We do not employ therapists, guarantee service quality, or take responsibility for the acts or omissions of therapists or customers. We make commercially reasonable efforts to verify therapist identity and maintain quality standards through our review system.

6.2 Limitation of Liability

To the maximum extent permitted by applicable law, Hush and its directors, employees, agents, and licensors shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, data, use, goodwill, or other intangible losses, resulting from your use of the Platform.

6.3 Service Availability

We do not guarantee that the Platform will be available at all times, free of errors, or that bookings will always be fulfilled. We are not liable for service interruptions, technical failures, or any losses arising therefrom.

6.4 Third-Party Services

The Platform integrates with third-party services including Stripe (payments), Wise (payouts), Google Maps (location), and Twilio (communications). We are not responsible for the availability or performance of these third-party services.

7.1 Internal Resolution

We encourage users to contact our support team as a first step for any dispute. Our AI-assisted support system handles most common issues automatically (booking status, cancellation policy questions, refunds under 100,000 IDR). More complex issues are escalated to our human team.

7.2 Dispute Categories

Our rules engine handles the following dispute types: (a) Late arrival — therapist arriving 30+ minutes late triggers an automatic credit to the customer; (b) No-show — customer no-show results in no refund and full therapist pay; (c) Quality complaints — mild complaints (rating ≥ 3) may result in a 50,000 IDR credit; severe complaints (rating ≤ 2 or safety concerns) are escalated to human review.

7.3 Chargeback Policy

We take chargebacks seriously. If you initiate a chargeback without first attempting to resolve the issue with us, your account may be suspended pending investigation. We maintain records of all transactions and communications to assist in chargeback disputes.

By submitting reviews, photos, bio text, or any other content to the Platform, you grant Hush a non-exclusive, worldwide, royalty-free license to use, display, reproduce, and distribute such content in connection with the Platform.

All content is subject to our moderation policies. We use AI-assisted moderation to review reviews and therapist profiles. Content that is inappropriate, harassing, defamatory, or violates our guidelines will be removed. We reserve the right to remove any content at our sole discretion.

We reserve the right to suspend or terminate any account, with or without notice, for violation of these Terms, fraudulent activity, conduct harmful to other users, or any reason we deem appropriate in our sole discretion.

Upon termination, your right to use the Platform immediately ceases. Any earned therapist payouts for completed sessions prior to termination will be processed through the normal payout cycle unless fraud is suspected.

You may delete your account at any time by contacting our support team. Deletion does not affect obligations arising from completed bookings.

These Terms are governed by and construed in accordance with the laws of the United States of America, without regard to its conflict of law provisions. For matters related to Indonesian law compliance, we adhere to applicable regulations under Indonesian law.

Any dispute arising from or related to these Terms or the Platform shall be subject to the exclusive jurisdiction of the courts located in the United States, unless otherwise required by applicable mandatory law.

Your use of the Platform is also governed by our Privacy Policy, which is incorporated into these Terms by reference. Please review the Privacy Policy carefully to understand our data collection and usage practices.

We may update these Terms from time to time. When we make changes, we will update the "Last updated" date at the top of this page. For material changes, we will notify you via email or in-app notification. Your continued use of the Platform after changes take effect constitutes acceptance of the revised Terms.

If you have questions about these Terms, please contact us:

• WhatsApp: Available via the Support link in your account
• Email: legal@hushbali.com
• Help Center: /help