Terms and Conditions for The Health and Serenity Spa, The Health and Serenity Aesthetic Clinic and Hepburns Hair Known as The Health and Serenity Group of Companies
Last modified: 9th March 2020
** Announcement regarding CoronaVirus (COVID19)**
During this very difficult and uncertain time, we are temporarily amending the cancellation policy section of our Terms and Conditions to ensure the safety and wellbeing of our Staff and Clients.
It may be necessary to cancel, move or rebook appointments if a member of our staff is either self-isolating or off with the illness, in this case, reservations fees held on the client’s account against that booking will be automatically transferred to a new booking, or retained on their client account. Refunds will not be made.
Clients that are required to either self-isolate or have contracted the illness will see our cancellation period of 48 hours has been reduced to 12 hours. Reservation fees will continue to be taken for bookings made, but penalties will not be incurred if 12 hours notice of cancellation is given. Reservations fees will be held on the client’s account and used against future bookings. Refunds will not be given. We will return to our normal terms of 48 hours once this epidemic has run its course.
Information About Us
The Health and Serenity Spa Group of Companies operates the website at https://thehealthandserenityspa.co.uk and The Spa premises at 8 Clytha Park Road, Newport NP20 4PB. We are a group of Companies combining Amberry Ltd, operating as The Health and Serenity Spa, The Heaven Sent Medi Spa Ltd operating as The Health and Serenity Aesthetic Clinic and Hepburns Hair Ltd operating as Hepburns. We are Limited companies registered in England and Wales under company number 08384046 Amberry Ltd, 07829807 Heaven Sent Medi Spa Ltd, and 10055410 Hepburns Hair Ltd. Our registered addresses are 8 Clytha Park Road, Newport NP20 4PB. We are collectively known as The Health and Serenity Spa Group of Companies.
Set out below are the terms on which The Health and Serenity Group of Companies provides service to its clients. Please ensure that you have read and fully understood them prior to booking any Spa, Beauty, Aesthetic or Hair treatment with us.
The Treatments that we offer are for both men and women.
Whilst every effort is made to ensure the smooth running of the Spa, Aesthetic Clinic, and Hairdressers, ongoing maintenance, refurbishment or unforeseen circumstances may result in some of the facilities being withdrawn at short notice. All facilities are subject to availability. We will not be obligated to complete any bookings which are prevented by events outside of our control, nor to arrange for alternative dates.
Disabled access is only available on the ground floor, which includes the Nail studio, the hairdressers, the tanning room and one treatment room. The Health and Serenity Spa Group of Companies is committed to providing accessibility for all and strives to operate best practice within the constraints of an old Georgian building. Whilst we make every effort to ensure all guests find the premises easily accessible, due to the nature of the building, many of the facilities are laid out on different floors. As such, there are a lot of stairs. Please bear this in mind when planning your visit. For more information please contact our Customer Care Managers on 01633264430 who will be happy to help.
Under the new GDPR (General Data Protection Rules) rules you are required to complete a consultation form specific to your treatment together with a medical questionnaire at the commencement of each appointment. We, therefore, ask that you attend 15 minutes before your treatment to complete these forms, as without proper completion we may be forced to shorten the duration of your appointment or cancel if there is insufficient time left available to complete the treatment.
As a courtesy to all our guests, a prompt appointment schedule is adhered to. Late appointments may not be honoured and will still be charged. Treatments that begin late will still finish at the appointed time, so as not to inconvenience other guests.
We do not treat any persons under the age of 16 years of age in the Spa (excepting when we are running parties for HS Minis, which caters for 5-12-year-olds accompanied by an adult) or 18 years of age in the Aesthetic Clinic, however, we do offer a children’s service in our hairdressing studio. All under 16’s must be accompanied by an adult for the whole duration of the service. Please contact Our Customer Care team for details on treatments available for our young guests.
Whilst we can accommodate children for our Hair Salon services, we would respectfully ask that you do not bring your children into the Spa or Aesthetic Clinic when you are receiving treatments. We do not have the facilities or the appropriately trained childcare.
Our spa environment is one of relaxation and tranquillity. Please respect all guests’ right to privacy and serenity. In light of this, the Spa and associated businesses are a mobile phone on silent zone.
National Smoke Free Legislation
Please be advised that since the 1st July 2007 The Health and Serenity Spa Group of Companies has complied with the National Smoke-Free legislation. As a result of this, there is no smoking within the Building. Smoking areas are provided in the outside space.
A nonrefundable reservation fee relevant to the cost of your booking, not exceeding 50% of the value of the treatment(unless booking a package) will be required to secure a place in the diary for The Spa, Aesthetic and Hairdressing appointments, excepting when a booking is made via our online portal where a third-party card verification System is in place. If you fail to show for your appointment then this reservation fee will be retained, or in the case of online booking, a claim made against your verified card for 50% of the missed treatment value. We do not hold or retain any card details ourselves. Gift vouchers may also be used to secure reservation fees, but the valid Gift Voucher number must be provided at the time of booking and the validity of the card will be checked to ensure that the voucher has sufficient balance and there is adequate unexpired time to accommodate the booking. In the event of a no show then 50% of the treatment value booked will be debited to the gift voucher balance.
Online bookings & Cancellations
Cancellation of an appointment will result in a loss of the reservation fee. If a booking is canceled before our 48-hour cancellation policy comes into place then this reservation fee is held on your account for future bookings, if however the cancellation is made within the 48 hours then this will result in 50% of the booking value being charged to the card that you used to secure the booking. If The Health and Serenity Spa cancels the whole booking the reservation fee will be credited to your online booking account. This credit can be used to reserve future bookings with The Health and Serenity Spa. If the Health and Serenity Spa only partially cancels a booking your reservation fee will not change.
Users may cancel bookings made online up to 48 hours in advance of the time of the appointment online by going to their online booking account. If an appointment has not been canceled with 48 hours’ notice the Health and Serenity Spa has the right to charge users, the balance of the appointment cost (i.e. the payment due in the salon which equals the total cost of the appointment minus the reservation fee paid online). Users who cancel appointments with more than 48 hours’ notice will only lose their reservation fee.
By making a reservation with your credit card or bank card, you agree that if you cancel your reservation with less than 48 hours’ notice or if you fail to arrive by your agreed appointment time, you authorise the Health and Serenity Spa to charge to your credit card or debit card without further reference to you an amount lower or equal to your booking or an amount that might be set out in the Health and Serenity Spa terms and conditions. For this purpose, your credit or debit card will be securely stored.
Our payment gateway provider”Stripe” does not accept responsibility for cancellations by the user or by the Health and Serenity Spa regardless of the circumstances in which the cancellation is made. Our payment gateway provider”Stripe” shall not accept any liability for losses, additional expenses or any claim whatsoever due to changes in The Health and Serenity Spas services, sickness, weather, strikes or any other cause. All such losses, additional expenses or claims will be borne by you unless otherwise agreed between you and The Health and Serenity Spa.
The Online administration fee ranges from 0.60p to £1.50 depending on the value of the treatment and is nonrefundable. This is an administration fee imposed on us by ‘Stripe’ the card processing provider and we do not receive the benefit from this, neither does this fee come off of the treatment price payable at the time of the appointment, this is ONLY to secure your appointment online.
However, if you do not wish to pay this nonrefundable administration fee then simply call us on 01633264430, where reservation fees are taken in-store or via telephone are redeemable off the value of your treatment.
** Please see temporary amendment**
We require 48 hours’ notice to cancel or reschedule all appointments. Where cancellations are made with less than 48 hours’ notice, 50% of the treatment cost will become payable. We will charge the payment card/gift voucher or cash used to secure the booking.
Please note that bookings for 5 guests or more are subject to a 7-day cancellation policy.
The Health and Serenity Spa Group of Companies reserves the right to change the date of, or cancel your booking if their premises are closed due to the circumstances beyond their control. Including, but not limited to fire, disputes with employees, by order of any public authority or any other force majeure event. In this instance, the cancellation policy will not be enforced.
Refunds are at the discretion of the Management of The Health and Serenity Spa Group of Companies. If you believe that you are entitled to a refund, then please put in writing your reasons for requesting a refund to:
The Health and Serenity Spa
8 Clytha Park Road, Newport NP20 4PB, or email firstname.lastname@example.org
Your request will be fully investigated. As per our refunds procedure, and you will be advised of our decision by mail or email no later than 14 days after the request has been received.
Making Your Booking
All bookings must be made by telephone, with our Customer Care Managers on 01633 264430. Or by visiting The Health and Serenity Spa premises. Please note calls may be recorded for training and quality purposes. You may also book appointments through our online booking system on our web site, Facebook and our Mobile App.
As a matter of procedure, a small reservation fee is taken at the time of booking to secure the appointment for weekday and Saturday and Sunday appointments. Treatments booked with vouchers will require the voucher number to be disclosed to our customer care team at the time of booking. This reservation fee is redeemed against the total cost of the treatment once treatment has taken place, or you can roll your reservation fee to another future booking. Any balance can be paid by cash, credit/debit card and voucher, (excluding American Express and Diners Club).
When making a booking with a Voucher please quote the Voucher code and treatment choices.
If you book more treatments than covered by your Voucher, a valid credit/debit card number will be required at the time of booking to cover the reservation fee required to secure the booking.
From time to time The Health and Serenity Spa may issue offers on treatments, these offers will be subject to their own terms and conditions and these will be stated on the medium where they are advertised. When booking these offers please ensure that you are aware of the terms and conditions that apply as they are specific to those offers.
Health Conditions/Contraindications/Special Requirements
There may be contraindications to some treatments and facilities, and The Health and Serenity Spa Group of Companies treatments are carried out subject to the completion of our Medical Questionnaire. If you have any special requirements that we should take into account when you are planning to visit us, for example, but not limited to heart conditions, high/low blood pressure, circulatory disorders, epilepsy, arthritis/rheumatism, diabetes, allergies or if you are pregnant, you should advise our Customer Care Managers at the time of booking, rather than waiting to complete the mandatory Medical questionnaire prior to treatments. In addition, you should seek the advice of your doctor before undertaking the treatment or attending the facilities. The Health and Serenity Spa Group of Companies is unable to give medical opinions on any medical conditions. Patch tests will be required to be carried out 48 hours prior to treatments using dyes, colours or glues.
If you do not let us know of any special requirements at the time of booking, we cannot guarantee that we will be able to fully accommodate your requirements at the time of your visit. If any treatment is found unsuitable, we will recommend an alternative where possible, subject to availability.
During the first 12 weeks of pregnancy, we advise no massage, facials or body treatments. Please refer to the treatment page on the site of our brochure for clear information on which treatments are suitable during pregnancy. If you ignore the advice of The Health and Serenity Spa Group of Companies regarding the above, you do so at your own risk.
We have specially designed treatments for expectant women or nursing mothers. Please allow our team to guide you in selecting which treatments are most suitable during this special time.
All courses that are booked within The Health and Serenity Spa have a 6-month expiry date from point of purchase. By booking a course of treatment you are entering into a contract. Payment for courses will be required prior to the commencement of the first treatment. If for any reason the course is unable to be fulfilled by yourself then any credit balance remaining will be forfeited. All treatments are subject to availability. This expiry date does not apply to courses booked for permanent Hair reduction, performed by our Aesthetic Clinic.
Vouchers are available for use in the Spa and Our Aesthetic Clinic with a monetary value. Vouchers minimum value £20, Maximum Value £500.00
Vouchers can be redeemed in the following ways:
(a) in Health and Serenity Spa Group of Companies against products;
(b) in Health and Serenity Spa Group of Companies against treatments
Vouchers are valid for a period of 6 months (Six months) from the date of purchase and the Voucher must be used within this six-month period to either purchase products or for a treatment provided by the Health and Serenity Spa Group of Companies. Please contact our Customer Care Managers and quote the voucher number on the back of the gift voucher to find out the expiry date if you are unsure.
Once a Gift Voucher has expired the voucher becomes unredeemable.
All Health and Serenity Spa Group of Companies Voucher treatments need to be pre-booked. When making a booking with a Health and Serenity Spa Group of Companies Voucher, if you book additional treatments outside of the scope of your relevant voucher a valid credit/debit card deposit will be taken to secure the reservation. If you are a member of any of our discount schemes, i.e. Corporate Clubs, Treat cards, etc, then the discount that you enjoy will NOT be awarded to the purchase of any gift card.
If you wish to use vouchers, you must provide details of the voucher code on the reverse of the Gift Vouchers to be redeemed at the time of booking and for Spa visits. Vouchers are not exchangeable for any form of cash or credit alternative and will not be accepted if they have been damaged, tampered with or altered in any way. We will not be liable to any person if a voucher is lost, stolen or damaged in any way. Vouchers are non-transferable/nonrefundable and must be used by the named individual on the voucher.
Treat Card Membership scheme.
Treat Card Membership is free to join. However, a condition of this program is that you must agree to receive marketing SMS and emails from us from time to time. You may OPT out at any time from this provision, however, you will no longer to entitled to any further treat card points, but may use any accrued points that are attributed to your treat card account, providing that they exceed 200 points.
Loyalty points are awarded on the basis of 1 point for every £1 spent at The Health and Serenity Spa only, points are NOT awarded for the Aesthetic or Hairdressing services that we provide. The points accrued may be redeemed once the balance has reached 200 points. At this point, you may use these points (in house value of £10.00 ) against any checkout balance exceeding £10.00. The Treat card system has no transferable monetary value and cannot be used by anyone other than the holder of the Treat card, nor does it represent any form of monetary balance on your client account.
As a member of the Treatcard loyalty system, you will have been issued with a plastic keyfob with a barcode directly linked to your client account. In order to receive your points, you must produce the key fob for it to be scanned at the time of payment. We will not manually add points when a fob has not been produced at the time of payment. If a Treatcard fob is lost, then an administration fee of £5.00 is required to issue a further fob and transfer any existing points balance. As a member of this scheme you will receive the following additional benefits:-
- Additional points awarded for re-booking a future treatment, providing this booking is made on the same day as original treatment
- Refer a friend
- Special promotions, such as Managers Bonus points
- As a Birthday Gift from us, (you must have provided us with the day and month of your birth to be eligible for this)
Your right to complain
The Health and Serenity Spa Group of Companies endeavours to treat all its clients appropriately, compassionately and fairly. If, however, you have an issue with any matter in relation to your treatment at Health and Serenity Spa Group of Companies, you are entitled to lodge a complaint, either in person, by telephone or in writing. If you require assistance with making your complaint, Health and Serenity Spa Group of Companies will assist you.
The member of staff who initially receives the complaint will convey the details to their designated line manager, and you will receive a letter within seven days of lodging the complaint that an investigation into the matter is underway.
Your complaint will be fully investigated, as per our complaints procedure and you will be advised of our decision by mail or email no later than 14 days after the complaint has been received.
The Health and Serenity Spa Group of Companies accepts no responsibility for loss of valuables and jewelry at any time on the premises. We encourage you to take any valuables into the treatment rooms with you if however, this is not possible you may ask for your valuables to be deposited in our company safe, for the period of your stay with us.
All lost property found on the premises should be handed in at The Health and Serenity Spa reception. Items will be stored for four months, if they are not collected within this time they will be donated to local charities. Liquids, undergarments and all other intimate personal items are kept for 24 hours only
Prices and Treatments
Our prices are subject to change without notice. E&OE.
We reserve the right to change the nature of any treatments, courses or package at any time
Information and data collected online through this website or otherwise supplied to The Health and Serenity Spa Group will only be used for its intended purpose. No information will be given by The Health and Serenity Spa Group to any third parties or agencies.
Personal data provided to the Health and Serenity Spa Group of companies will be retained in line with the new GDPR rules that came into effect on 25th May 2018 and will only be used for the purpose that you give us authority for.
We confirm that where you give us confidential information we shall at all times keep it confidential, except as required by law or as provided for in regulatory, ethical or other professional pronouncements applicable to our engagement.
You agree that it will be sufficient compliance with our duty of confidence for us to take such steps as we in good faith think fit to preserve confidential information both during and after the termination of this engagement.
Compliance with the 2018 GDPR Act
Under the conditions of the 2018 GDPR Act individuals are protected from the indiscriminate collection of personal data as well as its storage and distribution. The Health and Serenity Spa Group of Companies fully complies with the main Six principles of the 2018 Act in the following ways:
- Lawful Purpose,
Personal data will only be held by The Health and Serenity Spa Group of Companies for specific lawful purposes and will not be disclosed in any matter which conflicts with that purpose;
- Accuracy & Relevancy,
Personal data kept by The Health and Serenity Spa Group of Companies will be as accurate, up-to-date, adequate, and as relevant as reasonably possible, and not excessive;
- Period of Retention,
Personal data will not be retained by The Health and Serenity Spa Group of Companies any longer than is necessary for the original purpose for which it was given, nor used for any further future undisclosed purpose, nor without the expressed permission of the person to whom that data relates;
- Data Security
Personal data will be kept as securely as possible by The Health and Serenity Spa Group so as to prevent unlawful access, accidental loss, disclosure, unauthorised access or alteration to the data which is kept;
- Access to Data,
Upon request from a Data Subject, The Health and Serenity Spa Group will let the Data Subject know what data relating to him or her is being kept by them.
- Using your personal details for Marketing purposes,
We will only use your personal details for marketing purposes if you give us permission to do so. This will be verified on every visit to The Health and Serenity Spa Group of Companies by way of an OPT-IN tick box on each Consultation form. We will not sell or disclose your details to any third party.
The Health and Serenity Spa operates a discount scheme known as “The Corporate Club” for members of certain organisations. This Club is available to employers, who wish to provide discounted services to their staff. It is not available to individuals.
In order to qualify for Corporate membership, your organisation must apply to join the scheme. A moderator must be appointed, and be the main point of contact for the organisation. After verification, a set discount percentage will be awarded to the organisation, this may range from 10% to 25% depending on the size of the organisation and the number of employees that are likely to use the scheme.
As a member of staff of the verified organisation, you will be entitled to receive discounts from your treatments over a value of £10 with the Health and Serenity Spa, this does not extend to Cosmetic Treatments, the Hairdressers, purchase of gift cards or treatments that have already been discounted, for example, packages.
Once the scheme has been verified, marketing material will be dispatched to the moderator to publicise the scheme. In order to receive the benefits as an employee, you will be required to complete a registration form, confirm your employment by either your company ID or a recent wage slip, and agree to the terms and conditions of The Health and Serenity group of companies and that of the scheme. You will not be required to verify your employment again. However, we will contact the moderator every six months to confirm your continued employment with the registered employer.
Aa a condition of receiving employee benefits through the scheme, you must agree to receive marketing SMS and emails from us. Should you wish to Opt-out of this condition then your membership to the scheme will be suspended. This membership is not transferable, and may only be used by the named employee of the named organisation.
Health and Serenity Spa Group of Companies may run competitions from time to time via mediums such as our Web site, Facebook, Twitter, Instagram and in-store. Winners of any competition will be notified within 5 working days of the draws taking place. Winners must use or collect the prize within 13 weeks of said competition, otherwise, the winner will forfeit the allocated prize and Health and Serenity Spa reserve the right to offer the prize to another participant of the said competition. (Individual terms and Conditions may apply to competitions, these will be displayed on the competition details.)
- Lawful Purpose,