VSPA RETREAT SPA TERMS AND CONDITIONS
In using this website, you are deemed to have read and agreed to the following Spa Terms and Conditions.
Changes to these terms
We may revise these terms of use at any time by amending this page.
Please check this page from time to time to take notice of any changes we make, as they are binding on you.
Deposit System Upon Booking
A 50% deposit of the total fee payable is required upon booking to secure your booking. Bookings made on the day of treatment require full 100% payment at the time of booking. If a booking is made after 17.00 (5PM), full 100% payment at the time of booking is required. Until payment is received, your booking is not confirmed.
The deposit can be paid over the phone or at our spa.
Any treatment deposits for treatments that are paid for upfront are retained in accordance with our cancellation policy. Where the cancellation policy allows, deposits may be used towards any treatment of the same value or higher should you wish to change your mind or reschedule within the relevant time frame. Cancellation policy applies. You are required to give 24 hours’ notice should you wish to postpone or rearrange your appointment.
Sunday Bookings
While we do not have set hours on Sundays, should someone wish to book on a Sunday, 100% payment is required at the time of booking. The same terms apply of giving at least 24 hours’ notice if you wish to postpone or rearrange your appointment.
Under certain circumstances, a discretionary refund may be considered if ample time is given between the request to cancel and the date and time of the appointment. This may not be applicable for on-the-day bookings dependent on circumstance.
Right to refuse service policy
Vspa places great emphasis on providing a pleasant and safe environment for its clients and staff. As such, we reserve the right to ask any client who is behaving improperly, intoxicated, if their state of health may influence the effects of the service, or anyone being abusive, threatening, or offensive to our clients or staff, to leave the spa immediately. You will be charged the full appointment fee regardless of the length of your session and may be refused any and all services in the future.
Reasons for summary removal include drunken behaviour, unreasonable demands, foul language, racist comments, suspected theft from the company or other guests, trespass in staff-only areas, wilful avoidance of agreed charges, and suspected use of illegal substances, although this list is not exhaustive. All our public areas are covered by CCTV and a 24-hour Management Team.
Spa Closures – Extreme Circumstances
In the event that the spa has to close due to circumstances out of our control, clients will be offered the option to reschedule or receive credit. These circumstances could include but are not limited to terrorism, adverse weather conditions, flood, earthquake, epidemic, fire, power cuts, pandemic, order by government, etc.
Any gift vouchers would be extended by the length of the closure unless stated otherwise. Please follow our Facebook page for up-to-date information about our status.
Online Booking
A 50% deposit of the total fee payable is required upon booking to secure your booking.
A patch test is required 24 hours before the following: lashes, lash lift, tinting, waxing (only if you suffer from sensitive skin), microdermabrasion or tanning. Contact the spa on 01803 200171 to arrange a patch test.
If you suffer from any medical conditions please contact the spa before booking online on 01803 200171. More information on our contraindications and medical conditions below.
If you are booking in for a nail appointment and you require a removal of gel polish, please ensure to book this in as well.
Group Bookings
Groups of 3 or more will require a 50% non-refundable deposit upon booking. The rest of the balance is required to be paid 1 week before the booking.
Cancellation policy for group bookings
Up to 6 people – 3 days
6 plus – 4 days
10 plus – 6 days notice
If any person from the booking does not show up, they will lose the deposit and treatments cannot be transferred due to how the booking was scheduled and planned out at time of initial booking.
The remaining 50% balance is also refundable if the booking is cancelled within the right timeframe as stated above.
Failure to give sufficient cancellation will result in losing the rest of the balance.
Price change
Once a booking is made, the price paid is final and no price difference can be refunded in the event of a late deal/offer of a price reduction.
Medical Conditions
We are not a medical centre and our staff are not medically trained practitioners. If you have had or are suffering from severe allergies, ill health, a particular medical condition or are pregnant, we advise you to speak to your GP prior to arrival to ensure you can use our full facilities, services and treatments. In some instances we may require written confirmation from your Doctor.
All treatments booked are subject to medical status. We reserve the right to refuse treatments if we feel it is not in the best interest of the client.
Vspa Retreat will not be held liable for any treatment cancellations due to ill health if this information is not disclosed at the time of booking. We reserve the right to refuse to treat someone and retain their deposit if we are unable to provide a treatment due to a previously undisclosed medical condition. Please read the contraindications page for more information on this.
Clients must ensure verrucas/foot conditions are suitably covered in the interest of hygiene whilst using the facilities.
Age Restrictions
Certain treatments within the spa may be age restricted or require the presence and consent of an adult.
Anyone under the age of sixteen will not be allowed to have nail extensions without consent and a parent or guardian present.
Anyone under the age of sixteen will not be allowed to undergo waxing.
Anyone under the age of sixteen will not be allowed to have tinting.
Clients aged sixteen to eighteen will still need consent for the above mentioned treatments. In some cases clients aged sixteen to eighteen may need an adult to be present during treatment. This is for safeguarding of both the client and our therapists.
Alcohol will not be available to anyone under the age of 18.
Members of our staff have the right to request ID if they believe a client to be below the correct age.
Pregnancy
Please advise the spa upon booking if you are pregnant as some treatments may not be suitable for you, particularly in the first trimester. Pregnancy may be a contraindication to a range of treatments. If you are pregnant or undertaking any medical fertility procedures, please do not book online before speaking directly to a member of the team to determine if you can indeed book the treatment.
While we can attempt to adapt a treatment, it is always best to contact the spa directly to ensure this can be done and if any additional surcharges may be applicable for alterations. At the Vspa Group our priority is always client safety and we will never perform a treatment that cannot be safely delivered.
Cancellations and Failure to Show
At Vspa we have a strict 24 hour cancellation policy in order to accommodate the high demand of appointments. This policy applies across the board whether booked in person, on the phone, via email or online. We are happy to reschedule appointments, providing we have at least 24 hours’ notice. For the avoidance of doubt, failure to notify Vspa within 24 hours means the full amount may be charged.
Cancellations should be made by calling us on 01803 200171 and speaking to a member of staff. If you cannot get hold of us you will need to leave us a voicemail as well as sending an email to ensure we receive either one of them. We will not accept cancellations via email only. Late cancellation and “failure to show” terms also apply to any gift vouchers, any vouchers, and any appointment booked with us.
Outstanding Balances and Card Authorisation
By booking with Vspa Retreat, you authorise us to charge the card used to secure your booking for any outstanding balance due following your appointment, including late cancellation fees, no-show fees, refusal of treatment, early departure, or unpaid balances.
If payment is not settled at reception immediately after treatment, Vspa Retreat reserves the right to process the remaining balance using the card on file without further notice.
Refusal to pay following completion of a treatment constitutes a breach of contract and full payment will remain due.
Refusal of Treatment / Early Departure
If a client chooses to decline or discontinue a treatment that has already commenced, or leaves the premises before settling the balance, the full treatment price remains payable. Treatments form part of a pre-booked service and cannot be partially deducted once prepared or commenced.
Treatment Packages
All spa packages are fixed as advertised. Individual elements within a package cannot be removed, exchanged, shortened or substituted on the day of treatment. Should a client decline part of a package, this does not entitle them to a price reduction or refund.
Punctuality and Courtesy
The staff work to a timetable and arriving late will reduce the time available for your treatment. This will ultimately diminish its effectiveness and your relaxation. Clients should arrive 10 minutes early for bookings. This ensures there is plenty of time to check in, use the bathroom, fill out any necessary forms and enjoy a welcome drink.
We regret that it may be necessary to treat appointments as cancelled for clients arriving more than 15 minutes late but we will, wherever possible, adapt the treatment to the time available. You will however be charged for the full value of the treatment that was made at time of booking. Treatments begun late will be shortened in consideration of the next client booked in.
All times stated include preparation of room, client and room change over: i.e. 5 minutes at the beginning and end of each treatment. Treatment times also include consultation and aftercare advice where applicable.
Debt Recovery
Any unpaid balances may be pursued through formal recovery procedures. Vspa Retreat reserves the right to recover outstanding amounts through debt recovery services or legal proceedings where necessary. Any additional recovery costs incurred may be added to the outstanding balance where permissible.
Children
Young children under 9 years old and babies are not permitted within the spa unless an appointment was booked for them.
Third Party Companies
We often do business with third party companies like Groupon, Activity Superstore and Wowcher. These companies advertise our service and deals, and when you purchase through them you will need to deal directly with them should any issue occur. Their customer support team are very friendly and should happily assist you. It is advisable to read all the terms and conditions within their website before purchasing any deals or vouchers.
When you purchase anything through these websites your payment will go directly to their company so therefore you will need to deal directly with them about any issues.
Third-Party Vouchers (Including Groupon)
All third-party vouchers must be declared at the time of booking and a valid voucher code must be provided to secure the appointment.
Vouchers presented after booking confirmation or after treatment has taken place cannot be retrospectively applied.
Failure to redeem correctly at the time of booking will result in the standard treatment price being payable.
Disposable Towels Surcharge
There may be a discretionary surcharge of £2.00 added to your appointment for disposable towels. This payment must be paid and is not refundable or transferable. Please check your voucher terms and conditions as this may not apply to all third-party vouchers.
We will constantly review this charge to help maintain value for money for our clients.
If you are pregnant and have purchased a massage deal/voucher a surcharge may be applicable.
Groupon Bookings – Terms and Surcharges – Current Packages
This clause applies strictly to the following two current Groupon packages:
40-Minute Hot Stone and Back Massage with Scalp Treatment
55-Minute Pro-Collagen Facial and Back Massage Package
Important Notes:
These deals are valid for new clients only. Returning clients booking these packages will be subject to a £10 surcharge, or may request a refund directly from Groupon.
These deals are for single rooms only. If you wish to use a couples room, a £10 surcharge will apply. Single rooms are reserved for Groupon clients unless otherwise arranged.
Any other previous Groupon deals may have had different terms and fine print, including a spa essential fee of £2.00. Those rules continue to apply for older deals.
All clients must provide a valid ID at the time of their appointment to verify the terms of the Groupon deal.
By booking a Groupon deal, clients acknowledge and agree to these terms.
VSPA RETREAT Gift Vouchers Redemption Terms
Vouchers are strictly valid for 6 calendar months from date of purchase. Gift vouchers cannot be refunded or exchanged for cash. If the cost of your visit is higher than the face value of the voucher(s), the difference can be made up with cash or another accepted payment method.
If a purchase is for a lower amount, no change can be given but the balance will remain on the voucher until its expiry date.
All voucher types are strictly non-refundable from the date of purchase. Vspa Retreat will not accept responsibility for lost, stolen or damaged gift vouchers. Please treat gift cards as cash.
Gift vouchers can be exchanged for products or treatments. However, due to unforeseen circumstances, changes to our services provided, product stock and supply etc., we cannot make any promises that treatments or services currently provided will be available in the future.
You will need to bring your voucher with you and exchange it at reception on the day of your booking.
Gift vouchers cannot be renewed once expired.
Gift vouchers cannot be redeemed against any treatments on offer or any of our discounted packages. If a voucher was previously purchased on offer and has the offer stated on the voucher then it can be used against that offer.
To avoid disappointment when redeeming a gift voucher we recommend that you book at least 6–8 weeks in advance as we do get very busy.
Lost Vouchers
We are not liable for lost vouchers.
In some occasions we may be able to track your voucher down if you are able to show proof of purchase, date purchased and the name of the person that purchased the voucher.
For vouchers under £60 there is an admin fee of £15 to track the voucher and reissue a new voucher. For vouchers over £60 there is a £25 admin fee.
When a new voucher is reissued, it will be extended by another 2 months.
Please note: We may not always be successful in tracking the voucher. There is no charge if we cannot track your voucher.
If you’ve lost your voucher you need to email headoffice@vsparetreat.co.uk with the information above. If we are able to track your voucher down, you will be sent an invoice for the admin fee. Once payment is received your new e-voucher will be issued. This can take up to 10 working days. Our Head Office working days are Tuesday to Friday. Please note: This only applies to our internal gift vouchers.
Lost Property
We ask clients to look after their property while at Vspa Retreat as we are unable to take responsibility for items left unattended. We cannot be held responsible for lost items. Please ensure you retrieve all personal items before leaving the premises.
Product/Retail in Spa Returns Policy
Beauty products must be paid for in full at time of purchase or ordering. We will happily exchange any product purchased from us as long as you have the receipt and it is returned in re-saleable condition within 7 days of purchase. Returned products must be unopened, unsealed and undamaged. If the returned product is faulty or defective, we will offer an exchange or full refund.
Refunds
Vspa Retreat offers a no refund policy for services provided. Should you have any questions or concerns about the service you have received in the spa, please notify the front desk within three days of your service.
If you are not satisfied with the work performed by our therapist, we require that you return to the spa so that your treatment can be visually inspected. At that time, we will make every effort to correct any problems to your satisfaction by rescheduling you with the therapist who performed the initial service, or with another therapist of your choice, at no additional charge to you.
This does not affect your statutory rights under UK consumer law.
OTHER SPA TERMS AND CONDITIONS
Nail Treatments
When booking in for any nail treatments, it is your responsibility (the client) to let reception know upon booking your appointment whether you have any gel/shellac or polish on your nails. This is an additional chargeable service to remove any gel. We advise you to remove any polish before coming in.
If you come in for your treatment and do not advise us beforehand about having gel on, the extra time removing it would fall into your treatment time, and full charges would still apply plus an additional cost for removals.
Nail Aftercare Service
In the event you chip your nails within three days after lacquering (four days for gel polish), please report this with a photo to headoffice@vsparetreat.co.uk and we will offer you a free touch-up on the affected nails within seven days. Outside this period there will be a small fee.
Nail Polish
We recommend gel polish for hands and feet due to no smudging and longer wear. We do not accept responsibility for smudges or chips on nail lacquers after leaving the spa. We strongly advise waiting in the spa for as long as possible after a nail polish treatment.
Please remember: Bring open toe footwear/flipflops for pedicures so you don’t spoil your nails.
Microdermabrasion Course Terms and Conditions
Any microdermabrasion course must be paid for in full in advance of the first treatment.
All treatment courses must be taken/used and booked within:
• 3 months of buying the “8 get 2 free”
• 2 months for the “buy 5 get 1 free”
Microdermabrasion facial courses can only be bought to use as a course, not to be used once a month. We have discounted the treatment and offered free treatments to help clients reach results.
On certain circumstances we may accept payment in 2 instalments. If accepted, you must pay 50% of the course price after the first treatment and the remaining 50% by the second treatment (no longer than 10 days).
Once booked, course credit cannot be transferred or used against another treatment. Any treatments left unused after the deadlines will be forfeited. Cancellation policy applies to courses.
To get the best results we expect you to attend every 7–10 days and no longer than 10 days, following your therapist’s advice.
In circumstances out of our control, if a therapist is sick, we may transfer you with another therapist or reschedule.
It is the client’s responsibility to mention any contraindications or medical history to your therapist prior to treatment.
Treatment Bookings
Should you decide not to have all of the treatments you may have prebooked and not tell us until you arrive for your appointment, we reserve the right to charge you for the time booked.
Prices and Price Alteration
We reserve the right to alter prices without prior notice.
Before and After Photos
At the start of any beauty treatment your therapist will take a photo on our spa tablet. These images are uploaded to your client card so we can track progress and results. The therapist will take another photo after the treatment.
In some cases a therapist may ask if you consent for the image to be used for marketing purposes. You have the right to refuse marketing use, but photos must still be taken and stored on your client card. Where permission is given, we will endeavour to keep anonymity.
Data Security/Privacy
We do not share personal information with third party organisations and we abide by UK data protection legislation. We may send details of open evenings and special promotions. If you would rather not receive these, please let us know.
Mobile Phones
In the interest of comfort of all our clients, please refrain from using a mobile phone and ensure it is switched off or on silent for the duration of your visit.
Hygiene
Spa hygiene is of the utmost importance. All equipment is sterilised after each treatment.
Payment
The spa accepts most credit and debit cards. We do not accept cheques.
Patch Testing
For your safety all tinting services require a patch test 24 hours prior to your first treatment.
You will also need a patch test for:
Lash Lift
Lash and Brow Tints
Waxing if you have sensitive skin
Microdermabrasion facials
Please inform staff if you have sensitive skin or allergies. You will also need to fill out a medical questionnaire.
Promotions
Offers cannot be used in conjunction with each other. Vspa reserves the right to cancel promotions at any time.
Our Right to Cancel
If a therapist is not available through circumstances beyond our control, we reserve the right to transfer the booking to an alternative therapist. In unforeseen circumstances we may need to cancel your booking such as power cuts etc. Management has the right to cancel any appointments where health and safety is at risk.
Client feedback
If you are not happy with the result of a treatment you must let us know while you are in spa. You can quietly let us know your concerns.
The right to refuse treatments
We reserve the right to refuse treatments. Vspa Retreat staff will not tolerate disrespect or rudeness.
Vspa Retreat reserves the right to amend these Spa Terms and Conditions as and when necessary. The spa will give notice of any amendments. By booking a treatment you agree and accept the Spa Terms and Conditions.
Service Terms, Fulfilment and Data Sharing Notice
Velisha London
Paternerships
Service Terms, Fulfilment and Data Sharing Notice
Velisha London Ltd and Vspa Retreat Ltd
When booking Velisha London Ltd treatments or packages through Vspa Retreat Ltd, clients agree to the following terms:
Service Fulfilment and Booking Terms
Velisha London Ltd engages Vspa Retreat Ltd as the authorised and exclusive provider to fulfil all Velisha London-branded treatments and spa packages at Vspa Retreat premises.
Any issues concerning the quality, delivery, or experience of the treatments should be addressed directly with Vspa Retreat Ltd, as Vspa Retreat Ltd is responsible for fulfilling and managing all service-related matters, including therapist allocation, appointment scheduling and in-spa experience.
Clients are required to comply with Vspa Retreat Ltd’s booking policies, including policies on cancellations, no-shows, appointment changes, punctuality and conduct.
Any issues resulting from non-compliance with these booking policies fall under Vspa Retreat Ltd’s booking terms and conditions. Velisha London Ltd does not manage or address service issues arising from failure to comply with Vspa Retreat Ltd’s booking policies.
Payment and Financial Matters
Although Vspa Retreat Ltd may collect card details for booking deposits, full payment for Velisha London Ltd treatments is remitted directly to Velisha London Ltd as the selling entity.
Any inquiries or issues regarding card payments, refunds, transaction errors or financial matters relating to Velisha London treatments should be directed to Velisha London Ltd.
Velisha London Ltd is responsible for financial matters relating to its branded services.
Balance & Card Authority
By booking a Velisha London treatment, you authorise Velisha London Ltd and Vspa Retreat Ltd to charge the card used at booking for:
- Any outstanding balance due following your appointment
- Late cancellation or no-show charges
- Charges arising from refusal of treatment or early departure
If payment is not settled at reception immediately after treatment, the remaining balance may be processed using the card on file.
Refusal to pay following completion of a treatment constitutes a breach of contract and the full treatment price remains payable.
Shared Database and Booking System
For scheduling convenience, Velisha London Ltd and Vspa Retreat Ltd share access to a joint booking system.
Client data in this system is used exclusively for:
- Appointment coordination
- Scheduling
- Booking administration
- Payment processing
Both entities ensure strict compliance with UK data protection laws, maintaining confidentiality and limiting access to booking-related functions only.
For booking and administrative purposes, Velisha London Ltd and Vspa Retreat Ltd act as joint data controllers.
Refusal / Walk-Out Clause
If a client declines or discontinues a Velisha London treatment after it has commenced, or leaves the premises without settling the balance, the full treatment price remains payable.
Preparation time, therapist allocation and room scheduling form part of the booked service and cannot be partially deducted once the appointment time has been reserved.
Voucher / Promotion Clause
Velisha London promotional offers, vouchers or third-party discounts must be declared at the time of booking.
A valid voucher code must be provided where applicable.
Offers cannot be retrospectively applied after the appointment has taken place.
Failure to redeem correctly at the time of booking will result in the standard treatment price being payable.
Velisha London Ltd Gift Voucher Redemption Terms
Validity and Expiration
Velisha London Ltd gift vouchers are valid for six calendar months from the date of purchase unless otherwise stated and cannot be renewed once expired.
Usage Location
Velisha London Ltd gift vouchers are redeemable exclusively for in-spa services delivered at Vspa Retreat.
They cannot be used for purchases on the Velisha London Ltd or Vspa Retreat websites unless explicitly stated.
Refund Policy
Gift vouchers are non-refundable and cannot be exchanged for cash.
Any concerns regarding the service experience provided at Vspa Retreat should be addressed directly with Vspa Retreat as the service fulfiller.
Nothing in this section affects your statutory rights under UK consumer law.
Payment Adjustments
If the total cost of treatments or products exceeds the voucher’s face value, clients may pay the remaining balance using an accepted payment method.
If the purchase amount is less than the voucher value, no change will be provided. The remaining balance will remain on the voucher until its expiration date.
Responsibility for Lost, Stolen or Damaged Vouchers
Velisha London Ltd is not liable for lost, stolen or damaged vouchers and replacements cannot be offered.
Gift vouchers should be treated as cash.
Redeemable Services and Availability
Gift vouchers are valid only for Velisha London Ltd treatments and products available at Vspa Retreat.
Due to potential changes in service offerings, product ranges or operational structure, Velisha London Ltd cannot guarantee that specific treatments or products will remain available.
Exclusions
Velisha London Ltd gift vouchers are not redeemable against services or products listed exclusively on the general Vspa Retreat treatment menu unless explicitly stated.
Booking Terms
By booking a Velisha London Ltd service at Vspa Retreat, clients agree to adhere to Vspa Retreat’s booking policies, including cancellation, rescheduling, punctuality and no-show requirements.
Non-compliance with these policies may result in forfeiture of the voucher value in accordance with the cancellation policy.
Privacy and Data Sharing
To facilitate appointment scheduling and service fulfilment, Velisha London Ltd and Vspa Retreat Ltd share access to a joint booking system.
Client data within this system is used solely for booking administration, payment processing and service delivery purposes.
Both Velisha London Ltd and Vspa Retreat Ltd comply with UK data protection legislation and ensure that client information is handled confidentially and used only as necessary to provide services.
Previous Vouchers Policy
Any Vspa Retreat Ltd gift vouchers sold prior to 1st November 2024 will be accepted for use against any treatment on the menu, excluding special offers or treatments explicitly stated otherwise.
Consumer Rights
These terms do not affect your statutory rights under UK consumer law.
For any questions about your rights or further assistance, please contact Velisha London Ltd directly.
Clients must present their voucher at Vspa Retreat Reception on the day of booking to exchange it for services.
Booking and Deposit Policy – Online Bookings Only
When booking any Velisha London treatment or monthly special online, a total deposit of 50% of the treatment cost is required to secure your booking.
Payment Process for Velisha London Online Bookings:
Initial £1 Payment
At the time of booking, you will be charged £1.00, which will appear as “Vspa Retreat” on your bank statement.
Remaining Deposit Payment
After your booking is confirmed, Velisha London Ltd will charge the remaining portion of the 50% deposit.
Example for a £100 treatment:
- £1 charged by Vspa Retreat
- £49 charged by Velisha London
Total deposit: £50.
The remaining £50 balance will be due on the day of your treatment and may be charged by Velisha London Ltd.
Important Notes
This process applies strictly to Velisha London treatments and packages booked online.
For Vspa Retreat treatments, the 50% deposit will be charged as a single transaction at the time of booking, whether booked online or by phone.
All Velisha London packages are sold by Velisha London Ltd and fulfilled by Vspa Retreat Ltd.
Deposits are retained in accordance with the applicable cancellation policy.
By proceeding with your booking, you agree to these terms.
If you have any questions, please contact us for further assistance.
When booking a Velisha London treatment over the phone, the full 50% deposit will be charged as a single transaction.