Since 24 January 2026, Thailand treats prepaid beauty, spa, and weight-management packages as a controlled-contract business. A customer who hasn’t used a single session gets a full refund, and the clock — 15 days by transfer, 45 by credit card — starts the moment they say so in chat.
What the new beauty-contract rule covers
The Office of the Consumer Protection Board’s Committee on Contracts classified beauty-service businesses selling a fixed number of sessions or a time-bound course — spa, massage, facial and body skin care, and weight-control or body-shaping programs — as a controlled-contract business, effective 24 January 2026 (Tilleke & Gibbins). It covers packages sold online as well as in person. Surgery, injections, and other treatment performed by a licensed medical practitioner sit outside it — so a med-spa doing Botox under a doctor is a different question from a spa selling a 10-session facial package, and this article is about the second one.
The refund clock your team now has to run
If the customer hasn’t used any session yet, they can cancel within 7 days of paying and get a full refund. Cancel later, or for a reason on the business’s side — it closes, relocates, or a doctor’s note says the customer can’t continue — and the refund is pro-rated to what’s left unused instead. Either way, once the business confirms the cancellation, the payout has a deadline: 15 days for cash, bank transfer, or cheque, 45 days for a credit card refund (Thansettakij). Nothing in the rule forces your team to finish that math the same day — treat same-day as our own recommended default, not a published requirement, because the 15-day count doesn’t pause for your next billing cycle.
Set up in 1CS
1CS’s AI agent can quote prices and describe a package from your catalog, but it shouldn’t be the one deciding a refund amount — that needs a person checking sessions used and the payment method. In 1CS, open AI > AI เจ้าหน้าที่, then the ส่งต่อทีม tab, and add cancellation phrases to the single กฎการส่งต่อ box alongside whatever refund triggers you already have — “ยกเลิกคอร์ส”, “ขอคืนเงินคอร์ส”, “ยกเลิกแพ็กเกจ”. Under กลยุทธ์การส่งต่อ, point these at เอเจนต์เฉพาะ — one named agent, ideally whoever can see the original payment — rather than the default ยกเลิกการมอบหมาย, which just drops the case for whoever’s free. In the ข้อมูลลูกค้า tab, mark purchase date and payment method as required fields, so the bot collects both before handing off instead of your agent asking the customer to repeat them. This is the same configurable escalation 1CS’s AI agents run for any handoff; the Thai help center walks through the exact screens in เขียน Escalation Rules ให้ชัด.
A cancellation reply to copy
Thanks for letting us know, [customer name]. Can you confirm when you paid for [package name] and how many sessions you’ve used? If none yet, you’re covered for a full refund under the new rule — we’ll confirm the amount and send it within 15 days by [bank transfer], or 45 days if you paid by credit card. We’ll update you by [date].
Before anyone sends that, a short internal checklist keeps the math honest:
- Purchase date and payment method — confirmed, not assumed, before quoting any deadline.
- Sessions used — zero means a full refund; any usage means pro-rated, not a flat percentage made up on the spot.
- Start the refund the day the cancellation is confirmed, not at the next billing run.
- Log the reason and date in the conversation so the next person handling it doesn’t ask again.
A rule built for refund requests in general still needs this package-specific branch, because a course cancellation carries a legal deadline that an ordinary COD refusal doesn’t.
