TERMS AND CONDITIONS
CUSTOMER SERVICE CONTACT
For bookings, enquiries and customer service:
493 Kenton Road
Treatments & Packages
Bookings via the website are only for the request of a particular appointment or package, not for actual scheduled booking times. Once an order is received, a credit to the value of your purchase is applied to your personal client record and we will contact you within 24 hours to arrange an appointment to suit you. You may specify up to 3 different dates and times via the booking request page, but these can only be confirmed once have been in touch with you to inform you whether a slot is available or not. If no slot is available for your requested date and time, we will endeavour to find the most appropriate time to suit you.
Full refunds of online bookings are permitted provided that the refund is requested at least 24 hours before you scheduled appointment time. If 24 hours’ notice is not received then no refund will be given.
If the purchase is a Gift Certificate booking, full refunds can only be issued provided the recipient has not visited and has given us at least 24 hours’ notice before his/her first booking appointment. If 24 hours’ notice is not received then no refund will be given.
If arrival is delayed, we will make every effort to accommodate your full appointment but this is not always possible. Service time may be abbreviated to avoid delays for other customers as treatments are charged at full value. Last minute changes to appointments will be honored only if a service appointment is available for a later time in the day (of your appointment) and other customers are not inconvenienced.
CANCELLATION & NO SHOW
Customers who book appointments and cannot join us for their scheduled appointment are granted full refund at the spa provided that at least a 24-hour notice is given. We do not provide refunds for cancelled/no show appointments. Last minute changes to appointments will be honored only if the service time is available and other customers are not inconvenienced.
Children are invited to have massage treatments with us as long as they are accompanied by an adult.
As a courtesy to other customers, please maintain a quiet level of conversation. Mobile phones must be turned off when entering the centre.
Gift certificates are available for massage treatments and are not redeemable if lost or stolen. Gift certificates expire 6 months after the purchase date. Gift certificates are only redeemable against massage treatments. Gift certificates cannot be used on retail products.
PRICES SUBJECT TO CHANGE
We are constantly improving our services to bring you better and more effective treatments. Although we make every effort to keep our website and spa menu updated, please note that prices and services are subject to change at any time. We love having you as a customer, but we do reserve the right to refuse service at any time, to anyone, for any reason.
We are unable to accommodate visitors accompanying customers in our treatment rooms unless accompanying a child. All non-customers must quietly remain in the waiting area.
CUSTOMERS' RIGHT TO KNOW
We strive to exceed our customers’ needs. We believe that advising our customers of the products/treatments best suited for them is as essential as the service we perform. Therefore, our customers’ right to know policy advises each customer on the products and techniques best suited for the customer to maximize the benefits of their service.
While we will make every effort to meet your requests, we cannot guarantee a specific therapist. All therapists are trained in both treatment and discretion protocols to ensure your comfort at all times.