English / Bahasa Melayu
FAQ
Booking
- Bookings can be made via Sentuh app.
- We accept payments via credit card, debit card and FPX.
- A minimum 30% deposit is required to secure your booking.
- The remaining balance is to be paid 4 weeks prior to the treatment date.
- For Post-Natal package, you are required to make an advance booking at least 4 weeks before your estimated due date.
- 10% surcharge is applicable for bookings made less than 4 weeks prior to the treatment date.
- Once you have completed the payment, please allow approximately 3 days for the system to process.
- You may check the status of your booking in Sentuh app.
- Confirmed bookings will be shown under ‘Upcoming Sessions’ section in the app.
We have two slots. However, default slot will be in the morning. The two slots are :
- Morning slot (8.30 am – 1.30 pm)
- Evening slot (2.00 pm – 7.00 pm)
Should you have your doctor’s appointment that coincides with the agreed time for the session, kindly inform us 3 days prior for us to make arrangements.
Yes you can add or refuse any of the treatments in the package. Just get in touch with the Customer Service team through the in-app chat available in the Sentuh app.
For normal delivery, the treatment can start 7 days after normal delivery or 14 days after Caesarean-section delivery.
Cancellation & Refund Policy
- The deposit payment will be forfeited for any cancellation.
- For cancellations made less than 4 weeks prior to the treatment date, there will be no refund.
- In exceptional cases such as death or miscarriage, refunds will be given minus the management fee.
*subject to discretion.
- Yes, you may reschedule your appointment subject to availability of the therapist.
- Reschedule request need to be made via Sentuh app or customer support.
About the Therapist
- All our therapists are locally sourced, aged between 25 – 60 years old. They are properly trained, certified and have passed the interview process.
- Once you have a session confirmed, you will receive a confirmation with the therapist’s details such as name and bio details.
- With the recent pandemic situation all our therapists are fully vaccinated.
- By using Sentuh booking app, your booking is properly documented and recorded. This will minimise the risk in case any untoward incidents happen during your session.
- Booking via Sentuh app helps to sustain the ecosystem and helps to empower our therapists.
Preparation for Treatment
- You don’t need to purchase your own, everything is provided for your needs. The package is inclusive of Mommy & Baby Pack.
- No, the therapist will bring their own tungku materials.
- You need to prepare ample space for our therapist to setup the treatment area. Please get the mother kit set (the ones that have been sent to you prior to the session) ready for the treatment. You are also encouraged to read the e-book to get yourself prepared mentally and physically for the session.
- For normal delivery, the treatment can start 7 days after delivery and 14 days in case of c-section delivery.
- Please allocate a comfortable floor space for the therapist to conduct your massage session, preferably in a room. Please ensure that during the session, customers and therapists have a privacy moment and the session is not open to any family members to interfere or view.
- We do not encourage massage sessions in the living room even if there are no other family members around, to protect awrah. The awrah is part of the body of a Muslim woman, which must be covered from the public.
- Yes, you may reschedule the session. However, it is subject to therapist availability.
- The session will normally begin at 9am, unless it is stated otherwise in the booking.
Baby Cocoon Care Treatment is made to care & to provide soothing experience for your newborn. This includes bathing & massaging for the baby.
Yes, it is compulsory to have a caretaker / guardian (either the parent themselves or any family member) of the baby to be present during the Baby Cocoon Full Care Treatment. Our therapist has the right to refuse to perform the Baby Cocoon Full Care Treatment without the presence of the caretaker / guardian.
During the Treatment
- Kindly report to us if the assigned therapist tries to sell or promote products or services that are not in the package. The products and services in our package are certified and vetted to ensure customers’ safety.
- Due to Personal Data Protection Act 2010 Act (PDPA), customers are refrained from contacting therapists directly, vice versa. However, you may contact your therapist via in-app chat in Sentuh app.
- At the end of the session, you can rate your therapist and send your feedback via Sentuh app. You may also contact our customer service should you have any issue with the services.
- Our goal is to provide the best service to our clients. All of the therapists are well trained and experienced. However, there might be some isolated cases where the services are not up to the standard. In the event that this case happens, we will do our best to replace the service with a different therapist.
- Sentuh postnatal service module is vetted by experts in Antenatal field. One of our experts is Dr. Fauziah Hassan, a gynaecologist specialist in KPJ Ampang Putri Hospital. We are committed to provide the best care service for mothers according to scientific and evidence-based methods.
Food Services
- Sentuh Confinement Therapist are trained physical and physiotherapists. Their focus is in giving the best treatment for mothers. Focusing only on your confinement physical therapy will give the best result by the end of the period.
- Regarding the ‘pantang food’ preparation, you can get it by subscribing for add-on service where the food will be prepared by a certified and trained food provider.
- The food will be prepared on-site by a trained nutritionist/cook. However, you need to prepare the ingredients beforehand.
- Another option is to subscribe to our pre-cooked ‘pantang food’ delivery service.
- Yes, we only serve halal food.
- It is important for us to know what you are allergic to so that we can inform the nutritionist to prepare a suitable menu, specially for you.
- The diet is only for mothers. However if you require us to prepare a meal for the whole family you can add on for the whole family package.
- The diets and menus are prepared by nutritionists and will be cooked according to the menus. You can choose which menus to be served on which particular day.
Sentuh Sinergi Sdn Bhd
T3-19-11, 3 Towers,
296, Jalan Ampang,
50450, Kuala Lumpur.
296, Jalan Ampang,
50450, Kuala Lumpur.
Give us a ring
Customer Service Helpline:
Phone: 010-8338403 / 03-27212676
Operating Hours:
9am - 10pm
Email: info@sentuh.my