Customer Terms & Conditions
By creating an account you agree to these terms. Please read them — some of them decide when your money is not refunded.
1. About LEGA
LEGA is an in-home wellness massage service. We connect you with independent therapists we have verified ourselves.
Therapists are independent partners, not LEGA employees. LEGA provides the platform, the verification, the payment system and the support — not the massage itself.
Every therapist has been verified face to face at the LEGA office: national ID, training certificates, photograph and bank account checked in person.
2. Your account
You must be at least 18 years old.
One person, one account. Your email and WhatsApp number must be correct and in use — the therapist uses that number to tell you when they will arrive.
Your password is your responsibility. Never share it with anyone, including anyone claiming to be from LEGA. The LEGA team will never ask you for your password.
We may close an account used for fraud, harassment, or anything prohibited in section 6.
3. Booking and price
You pay the service fee and nothing else. There is no admin fee, no transport charge, and no payment-channel surcharge — the gateway cost comes out of the proceeds, not out of your bill. The price you see before ordering is the price you pay, whichever payment method you choose.
The price is charged per hour: the therapist’s rate multiplied by the duration you book.
Sessions start on a 15-minute grid (:00, :15, :30, :45).
The price breakdown is stored on your order. A later change to rates never rewrites an order you have already placed.
Your address and map pin are released to the therapist only after they accept the order.
4. Your start code
Every order has a 4-digit code. It appears in your Orders tab once a therapist has accepted.
A session cannot begin without it. Give the code only once the therapist is actually in front of you and you are ready to start.
Do not give it out early, and do not send it in a message. This code is the only evidence that you were present and agreed to begin.
More than 5 wrong attempts and the code is refused.
5. Cancellation, lateness and no-shows
You may cancel free of charge before the therapist sets off.
The therapist must check in at your location with a photograph, GPS and a timestamp. This is the evidence if anything is disputed.
If you cannot be reached after the therapist arrives: they wait, and may then file a no-show claim. Every claim is reviewed by the LEGA team first — none is approved automatically.
If a claim is approved, your payment is not refunded. The journey was made and the therapist’s time was used.
If the therapist fails to arrive, you are refunded in full. Report it through “Ask the LEGA team about this order”.
6. Strictly prohibited
LEGA is a wellness and therapeutic service. Requests, hints or offers of a sexual nature are absolutely prohibited.
Breaching this means immediate permanent closure of your account, with no refund, and may be reported to the authorities. The rule applies equally to customers and therapists.
Also prohibited: recording the therapist without permission, pressuring them outside LEGA’s procedures, and violence or threats of any kind.
A therapist may stop a session and leave if they feel unsafe. In that case payment is not refunded.
7. Contact outside the app
Exchanging phone numbers, WhatsApp/Telegram handles, email or social accounts with a therapist is prohibited, as is arranging sessions outside LEGA.
This is not merely a business rule. Outside the app you lose the escrowed payment, the SOS button, the photographic check-in evidence, your order history, and anyone to mediate if something goes wrong.
Conversations are screened automatically. Repeated breaches close the account.
You and the therapist can never contact each other directly through LEGA. Both sides speak only to the LEGA team.
8. Tips
Tips are voluntary.
A tip pledged when booking is billed with your order. Therapists can see it on the open job board, and you may add to it for as long as nobody has accepted. Amounts you enter are added, not substituted. Once the order is accepted the tip is fixed — therapists choose jobs partly on the tip shown.
LEGA deducts the payment processing cost from a tip pledged at booking; the remainder goes to the therapist in full.
A tip decided after the session is given to the therapist directly, not through the app. LEGA does not bill it, does not record it, and takes no part of it. The therapist keeps all of it.
9. Reviews
You may review a completed session. Please be honest and fair.
Reviews containing personal data, unfounded accusations or abuse will be removed.
The therapist also rates you (stars and fixed labels). That rating is never shown to you, and other therapists use it when weighing up your next order.
10. Safety
The therapist has an SOS button from the moment they travel until the session ends. Pressing it reaches the LEGA team directly.
Check-in and check-out times, photographs and GPS are kept as evidence in case of a dispute.
If you feel unsafe, contact the LEGA team in the app, and call 110 in an emergency.
11. Disputes
Raise complaints through “Ask the LEGA team about this order”.
A completed order can still be appealed within the appeal window shown on the order. After that, use the general conversation.
The therapist is paid as soon as the session ends. A later complaint is handled by the LEGA team, not by withholding money already earned.
12. Responsibility
LEGA is responsible for the platform, for verifying therapists, and for handling disputes.
LEGA does not give medical advice. Wellness massage is not medical treatment. If you are pregnant, recently had surgery, have an injury, a clotting disorder or any other medical condition — consult a doctor first, and tell your therapist.
Please disclose any relevant health condition before the session begins.
13. Changes and governing law
These terms may change. Meaningful changes are announced in the app before they take effect. The version that applies to an order is the version in force when the order was placed.
These terms are governed by the law of the Republic of Indonesia. Personal data protection follows Law No. 27 of 2022 on Personal Data Protection.