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: 01 June 2018
Information About Us
The Health and Serenity Spa Group of Companies operate the website at http://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Hairdressers ongoing maintenance, refurbishment or unforeseen circumstances may result in some of the facilities being withdrawn at short notice.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.
Ground floor of Health and Serenity Spa and Hepburns Hair only. 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 over 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 commencement of each appointment. We therefore recommend that you allow 15 minutes before your treatment to complete these forms.
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 not to inconvenience other guests.
We do not treat any persons under the age of 16 years of age in the Spa 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 the 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 staff to deal with child care.
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 deposit equal to 50% of the booked treatment value will be required to secure a place in the diary for 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 deposit 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 deposits, but the valid Gift Voucher number must be provided at time of 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
A cancellation of an appointment will result in loss of the reservation fee/deposit. The amount lost depends on the total cost of your booking but will be no more than £1.50. If a booking is partially cancelled (one or more, but not all treatments that are part of the booking) the reservation fee/deposit will not change. If The Health and Serenity Spa cancels the whole booking the reservation fee/deposit 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/deposit fee will not change.
Users may cancel bookings made online up to 24 hours in advance of the time of the appointment online by going to their online booking account. If an appointment has not been cancelled with 24 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/deposit paid online). Users who cancel appointments with more than 24 hours’ notice will only lose their reservation fee/deposit.
By making a reservation with your credit card or bank card, you agree that if you cancel your reservation with less than 24 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 software company ‘Phorest’ 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 software company ‘Phorest’ 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.
We require 24 hours’ notice to cancel or re-schedule all appointments. Where cancellations are made with less than 24 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 pe 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 on-line booking system on our web site, Facebook and our Mobile App.
As a matter of procedure, a 50% deposit is taken at time of booking to secure the appointment for weekday and Saturday appointments. 100% of treatment price will be taken at time of booking for Sunday appointments. Treatments booked with vouchers will require the voucher number to be disclosed to our customer Care team at time of booking. This deposit is redeemed against the total cost of the treatment once treatment has taken place. 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 50% deposit required to secure the reservation.
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 our 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 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 Permeant Hair reduction, performed by our Aesthetic Clinic.
Vouchers are available for use in the Spa, Aesthetic Clinic and Hairdressers 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 12 months (Twelve months) from the date of purchase and the Voucher must be used within this twelve-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 when to use it by 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 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 and must be used by the named individual on the voucher.
Treat Card Membership scheme.
Treat Card Membership is free to join and as a member of the Treat Card membership scheme you will be entitled to receive:
- Loyalty points which will earn 1 point for every £1 spent at the Health and Serenity Spa group of companies, these may be used against a treatment that has the appropriate number of points attributed to it. Each one of our treatments has a points value to receive this treatment free of charge. Please refer to our web site to see a full list of treatments and required points.
- Additional points can be awarded for re-booking another treatment, on same day as original treatment
- Refer a friend
- Special promotions
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 under way.
Your compliant 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 compliant has been received.
The Health and Serenity Spa Group of Companies accepts no responsibility for loss of valuables and jewellery 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, under garments 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 come 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 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.
- Lawful Purpose,
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.)