Terms and Conditions

  1. DEFINITIONS
  2. ACCURACY AND INFORMATION
  3. SPABREAKS.COM LTD PAYMENT TERMS
  4. ACCEPTED FORMS OF PAYMENTS
  5. BOOKING ONLINE
  6. PRICE
  7. GROUP BOOKINGS
  8. BOOKING CONFIRMATION
  9. DRESS CODE
  10. TREATMENT TIMES
  11. OUR DESCRIPTIONS
  12. ADDITIONAL BOOKING INFORMATION
  13. BEHAVIOUR
  14. CANCELLATIONS
  15. AMENDMENTS
  16. PRICE CHANGES
  17. VOUCHERS
  18. PASSPORTS, VISAS AND HEALTH REQUIREMENTS
  19. INSURANCE
  20. SPECIAL REQUESTS AND MEDICAL PROBLEMS
  21. COMPLAINTS
  22. LIABILITY
  23. EXTRAS
  24. CHANGES AND CANCELLATIONS BY US
  25. FORCE MAJEURE
  26. YOUR FINANCIAL PROTECTION
  27. OUR RESPONSIBILITY
  28. ENGLISH LAW
  1. 1. DEFINITIONS

    The following terms have specific meaning:

    'we', 'us' and 'our' refers to Spabreaks.com Ltd.
    'you' or 'your' refers to a potential or actual client of Spabreaks.com Ltd.
    'venue' refers to any one of our spa partners.

  2. 2. ACCURACY AND INFORMATION

    Spabreaks.com Ltd has taken all care to ensure published information and prices are accurate however if we identify an error or omission following publication, we will inform you before confirming your booking. The revised information will then form part of your contract. If an error or omission is discovered after your booking is made, we will always try to advise you prior to your visit. Whilst very rare, in recognition that human error may arise with regards to the verbal information provided to you, these booking conditions will always take precedence in these instances.

  3. 3. SPABREAKS.COM LTD PAYMENT TERMS

    A deposit of £20 per person must be paid at the time of booking to secure a booking. We may also be required to ask for additional deposit amount for certain bookings where we need to pre-pay an additional sum to secure your booking.

    UK and Ireland Bookings: The balance of your booking must be paid no later than one calendar month before the date your contracted break is due to commence.

    For European and Rest of the World bookings: For bookings of 9 people or under the balance of your booking must be paid no later than 8 weeks before the date of your contracted break is due to commence. For bookings of 10 or more people please note the Hotel Payment Terms will be adhered to and a larger deposit, plus further down payments, may be required.

    If the balance is not paid by the due date, we reserve the right to cancel your booking and retain your deposit.

  4. 4. ACCEPTED FORMS OF PAYMENTS

    Spabreaks.com Ltd accepts the following forms of payment:

    (i) Credit/debit cards - Visa, MasterCard, Maestro, Switch, Electron, Solo and Delta. Please note that all payments made by credit card carry a 2.5% handling charge. Debit cards do not carry a handling charge.
    (ii) Personal/company cheques made payable to "Spabreaks.com Ltd".
    (iii) Bank Transfers are accepted on balances over £1000.

  5. 5. BOOKING ONLINE

    Please arrive at the spa/hotel at least 30 minutes before the scheduled start time of your treatments, as arriving late may mean you miss your appointment that may prevent you from being able to make the most of your spa day.

    Bookings are non refundable and can not be amended. If for any reason you do not turn up for your experience then you forfeit the entire cost of the experience.

    Please remember to take your Spabreaks.com Ltd booking confirmation with you. If you do not take these documents with you then you run the risk of not being able to receive your spa day in full, or may cause payment to be taken again due to proof of purchase.

    Should any of the details listed be incorrect or if you have any questions about the booking, please call one of our friendly Spabreaks.com Ltd online bookings team on 0800 043 6600.

    It is the responsibility of the client to contact the venue to confirm treatment times.

  6. 6. PRICE

    All prices quoted by Spabreaks.com Ltd are 'from prices' and per person based on twin/double occupancy for overnight stays. Prices are subject to availability and can change accordingly. Single rooms are available at all hotels however they often carry a supplement. We reserve the right to increase the price of any spa break advertised on our website.

  7. 7. GROUP BOOKINGS

    For group bookings of 8 or more passengers there will be a £10 amendment fee applied for any reduction in the number of passengers attending the spa experience. This will be applied each time a reduction is made.

    Our standard £25 administration fee will be applied for any date or venue change made to the booking.

    Group bookings must be paid for by one individual and cannot be paid separately. Spabreaks.com Ltd may offer some flexibility with regards to payment options, but also reserve the right to remove this flexibility at any time.

  8. 8. BOOKING CONFIRMATION

    On receipt of your payment via the methods stated in (3), we will email confirmation of your booking with Spabreaks.com Ltd. Where appropriate, the confirmation will clearly state the balance to be paid and the date by which it is due. Please check the confirmation carefully to make sure that all your booking details are all correct. Contact your Spa Booking Consultants if your confirmation appears to be incorrect or incomplete and we will endeavour to make the necessary changes. Spabreaks.com Ltd reserves the right to make changes to and correct errors after bookings have been confirmed. Spabreaks.com Ltd are unable to accept liability for any errors and omissions that are not highlighted to us prior to arrival, and the client remains responsible for any additional costs or changes that occur as a result.

  9. 9. DRESS CODE

    We cannot accept any responsibility in any ruling by the venue if you or any of your group is unable to use the leisure facilities or receive spa treatments due to inappropriate attire. Please check before you travel that your group is aware of the appropriate attire.

  10. 10. TREATMENT TIMES

    Spa Venues reserve the right to alter confirmed treatment times and on occasions this can occur without prior notice to the client or Spabreaks.com Ltd. If your confirmed venue cancel your reservation or treatment times, they will do their best to make alternative arrangements during your visit, although any such changes would not constitute any entitlement to a refund. Where notification of an enforced change has been provided to us, we will assist as best we can to find a suitable alternative, although you will be charged or refunded for any difference in the original cost. Such changes do not entitle you to cancel a spa break or part of a package.

  11. 11. OUR DESCRIPTIONS

    All clients are prompted to review our website description details for their chosen or booked property and also check our booking conditions to ensure they are fully familiar with the facilities and suitability of the services offered by the venue. Spabreaks.com Ltd will not accept responsibility for any expectations or requirements of facilities that are not noted within our website information.

    The descriptions of the hotels and spas and other aspects of the venues are based on opinions gained on site visits and on the opinions of hotels themselves. We are not always able to exercise control over all the components of the booking arrangements and it is possible that an advertised amenity be withdrawn or changed due to various reasons such as renovation work, breakdown etc. We will advise you if we become aware of a major change but neither the venue nor Spabreaks.com Ltd will accept liability for any loss of enjoyment, damage or inconvenience in such circumstances.

    We describe our hotels in 3 categories; Leisure Break, Hotel Spa Break and Health Spa Venue.

    Leisure Break venues - The venue has a range of leisure facilities and treatments, but is not a specialised spa. Children will have access to some facilities and may also have specific swimming times. Usually a family friendly venue and guests can experience an atmosphere consistent with this.

    Hotel Spa – The venue offers good standard of accommodation and facilities to relax and unwind but is not a specialised spa. Children may have access to some facilities and may also have specific swimming times. Usually a family friendly venue and guests may experience an atmosphere consistent with this.

    Health Spa Venue - A venue offering the complete spa experience. Usually adult only, offering a relaxed atmosphere in peaceful surroundings.

    Please note that photos represent some of the accommodation offered and may not relate to the accommodation booked.

  12. 12. ADDITIONAL BOOKING INFORMATION

    All bookings will be subject to the venue's own terms & conditions whilst in resort.

    Bookings that include dining as part of the package, may be subject to restricted menu options or a specific spend allowance.

    Triple rooms may consist of 2 double beds or a double and a rollaway bed or 3 separate beds, either option may also impact on the room space available.

    Unless specifically advertised, treatments are restricted to over 18s only.

    Most specialised spas will provide robes and slippers as standard, and some venues may offer robes for a small hire charge, however, not all venues will provide robes as part of the package booked.

    12.1. DISCOUNTS

    a) Voucher/Discount must be applied at the time of booking and cannot be applied retrospectively.

    b) Only one voucher/discount can be applied per booking.

    c) Vouchers are not transferrable.

    d) Can only be used on overnight spa breaks. Not applicable on spa day bookings.

    e) Only applicable for Call centre bookings and voucher purchases, not applicable for instant online bookings.

  13. 13. BEHAVIOUR

    Throughout your booking with Spabreaks.com Ltd you accept full liability for any damage or loss caused by you or any member of your group.

  14. 14. CANCELLATIONS

    It is possible to cancel your spa break at any time up until 28 days prior to travel, providing that the person who originally booked the spa break sends us both written confirmation by email and ALSO speaks to a consultant on the phone to confirm this. The £20pp deposit will also be retained in this instance as an administration fee. Bookings cancelled with less than 28 days to go before travel will result in the loss of all monies paid at that time. Please note that in all cases of cancellation the £20 per person deposit is non refundable.

    All bookings are subject to Spabreaks.com’s cancellation policy, hotel cancellation policies are not applicable.

  15. 15. AMENDMENTS

    Any changes to an existing booking that are made after receipt of booking confirmation will be charged at £25 per change and are subject to the hotel's individual amendment and cancellation policies.

    For group bookings of 8 or more passengers there will be a £10 amendment fee applied for any reduction in the number of passengers attending the spa experience. This will be applied each time a reduction is made.

  16. 16. PRICE CHANGES

    Should there be any increase in the cost to us, caused by currency exchange rate fluctuations, Government action, or changes in air or ferry fares, we will only absorb 5% change. You will be required to meet any increase between 5% and 10%. If we have to increase the price of your break by more than 10%, you will have the option of continuing with the break arrangements and meeting the extra costs (above 5%) or of cancelling with a refund of any money you have paid to us, except any charges you have incurred for amendments. If you decide to cancel the break, you must do so within seven working days of the issue of the revised Confirmation of Booking Invoice.

  17. 17. VOUCHERS

    17.1. CONTRACT

    Spabreaks.com Ltd operates and manages the web site www.spabreaks.com and trades in the United Kingdom under the name and branding of Spabreaks.com Ltd. The contract for the gift voucher spa experience is between you and Spabreaks.com Ltd, but please note the fulfilment of the spa experience is by a third party supplier.

    17.2. VOUCHER

    All voucher purchases are subject to a 14 day 'cooling off' period, and can be requested to be cancelled and refunded (if not redeemed) within 14 days of the original purchase date. Beyond this point all vouchers are non refundable.

    Vouchers must be used at the time of booking and cannot be used to pay for final balances or outstanding amounts on pre-standing bookings.

    Vouchers that have a discount applied cannot be redeemed within 7 days of purchase. If you have a specific date it is advised to book this directly with our sales team on 0800 043 6600. If you have purchased a voucher with a discount, you are able to redeem within 7 days if the discount amount is paid upon booking.

    Only one discounted voucher can be used per booking. If multiple discounted vouchers have been purchased, only the first voucher will be redeemable at its full value. Any further vouchers will only be redeemable at the cash value paid and any remaining balance will have to be settled before the booking is made.

    The unique identification code/booking reference on your gift voucher must be given to Spabreaks.com Ltd before you can commence the booking.

    A monetary voucher allows you to redeem against any packages offered on the www.spabreaks.com website at the time of redemption. If there is any value left over from a package, this value can be used towards another package on the www.spabreaks.com website provided it is used by the stated expiry date.

    17.3. BOOKING

    It is essential to contact Spabreaks.com Ltd to pre-arrange a date for your spa experience. If you arrive unannounced you will not be able to redeem the voucher and participate in the spa experience. Spabreaks.com Ltd recommends booking at least six to eight weeks in advance to ensure that dates are available before the expiry dates listed on the voucher. This is only a guideline and Spabreaks.com Ltd recommends you book as early as possible to avoid disappointment.

    If a voucher is bought for a specific package and that package is unavailable on your required dates, the value of the voucher can be redeemed against any other available package on the www.spabreaks.com website (subject to availability). Spabreaks.com Ltd does not have control of external availability and subsequently cannot offer a refund(s) of the cost of the voucher if your chosen spa package is unavailable.

    All package prices are subject to change depending on availability.

    17.4. EXPIRY DATE

    The expiry date is clearly stated on the voucher and is non-negotiable.

    All vouchers are valid for 10 months therefore should be booked before the expiry date on the voucher.

    Any vouchers purchased before the 10th September 2014 are only valid for 6 months as stated at the time of purchase.

    Vouchers must be redeemed prior to the expiry date, although the booking arrival date can fall beyond this date.

    All vouchers can be extended for a further 10 months for an additional £20 fee if requested before the expiry date shown.

    17.5. CANCELLATIONS

    a) Should a venue cancel a spa experience booking, Spabreaks.com Ltd will allow you to use your voucher at an alternative venue on our website.

    b) If a client cancels within 28 days of travel then the entire value of the gift voucher will be lost. If a client cancels outside of the 28 days then the value of the gift voucher, minus a £20 per person cancellation fee will remain available to redeem.

    17.6. LOSS OF VOUCHER

    In the event of a lost voucher, Spabreaks.com Ltd can issue a new voucher for an administration fee of £25, subject to proof of purchase.

    17.7. COMPLAINTS

    The spa experience purchased by voucher is fulfilled by the supplier and not Spabreaks.com Ltd. Spabreaks.com Ltd has made every effort to monitor the services of the supplier but Spabreaks.com Ltd does not provide any warranty or guarantee as to the supplier’s performance or safety standards. If you have a complaint during your spa experience, please bring it to the attention of the supplier as soon as possible so that they can address the issue immediately. Any upheld complaints will not result in a cash refund, but may entitle the customer to an appropriate concession value payable by voucher.

    17.8. EXCLUSION OF LIABILITY

    Whilst Spabreaks.com Ltd makes every effort to monitor the experience fulfilled by the supplier, any liability incurred by the customer or the recipient caused by the supplier’s negligence is the responsibility of the supplier and not Spabreaks.com Ltd.

    Spabreaks.com Ltd shall not be liable for the death or personal injury of the customer, recipient or third party while undertaking any treatment or activity provided by the supplier.

    Spabreaks.com Ltd shall have no liability for damage to property, consequential loss or expenses suffered, which includes but is not limited to loss of anticipated earnings, profits, goodwill, reputation, business receipts or contracts, losses or expenses, resulting in third party claims.

    17.9. STATUTORY RIGHTS

    Nothing in these terms and conditions affects your statutory rights. These terms and conditions are subject to the law of England and Wales. All disputes shall be subject to the exclusive jurisdiction of the courts.

    17.10. VOUCHER CODES

    Promotional and Customer Service voucher codes cannot be used in conjunction with any other offers and only one voucher may be redeemed per booking. These vouchers can only be used for overnight spa break packages and cannot be used for day spa bookings.

    Group incentive vouchers distributed for bookings of 8 or more during promotional periods can only be used for overnight spa break packages and cannot be used for day spa bookings.

    17.11. MEDICAL CONDITIONS

    Due to the nature of some of the spa experiences offered by Spabreaks.com Ltd, participating in certain treatment or activities may be harmful to your health. Therefore, the recipient of the voucher must notify the sales consultant at Spabreaks.com Ltd of any relevant medical conditions before booking a spa experience. They must also inform a representative at the venue before commencing any spa related activities or treatments of any medical conditions likely to affect them. Whilst we are happy to inform the venue of any specific dietary requirements, we cannot guarantee that these will be accommodated. It is suggested that any requirements be highlighted upon arrival.

    For cancer sufferers or those undertaking chemotherapy we have dedicated recovery retreats with packages and treatments specially designed. Please ask a member of our team for further details.

    If you have special requirements please ask a member of our team for further information on our accessible spas which highlight venues with facilities catering to a whole range of disabilities from impaired hearing and vision to mobility; and also offer spa packages where carers can join customers on a spa day and use the facilities free of charge.

  18. 18. PASSPORTS, VISAS AND HEALTH REQUIREMENTS

    A passport is necessary to travel to all European countries. Most European countries enjoy the same level of medical service as Great Britain however Spabreaks.com Ltd recommends all clients to obtain from their local DHSS office a copy of the booklet "Protect Your Health Abroad" the form E111 for presentation when seeking medical assistance abroad. The E111 entitles you; your spouse and your dependants to Free State provided or reduced cost emergency treatment. All passengers entering the USA from the UK now require a MRP (Machine Readable Passport).

  19. 19. INSURANCE

    Spabreaks.com Ltd recommends you undertake travel insurance.

  20. 20. SPECIAL REQUESTS AND MEDICAL PROBLEMS

    If you have any special requests or dietary requirements, you must advise us of these at the time of booking. Whilst we are happy to inform the venue of these, as we can not guarantee that these will be accommodated, it is suggested that any requirements be highlighted upon arrival. Although we will endeavour to meet any such requests we regret we cannot guarantee to do so.

    Due to the nature of some of the spa experiences offered by Spabreaks.com Ltd, participating in certain treatment or activities may be harmful to your health. Therefore, the customer must notify the sales consultant at Spabreaks.com Ltd of any relevant medical conditions before booking a spa experience. They must also inform a representative at the venue before commencing any spa related activities or treatments of any medical conditions likely to affect them.

  21. 21. COMPLAINTS

    Spabreaks.com Ltd acts as a Spa Recommendation Service for each of the properties we feature. If you have a complaint or experience any problems during your spa experience please inform the therapist or relevant supervisor immediately, as any elements of disappointment with treatments may not be able to be rectified after you have left the spa. We also recommend that you speak to the Hotel's General Manager to discuss any other areas of disappointment prior to departure. If you do not reach an acceptable resolution to your complaint prior to departure, please notify us in writing by email or letter within two weeks of your return.

    Complaints can be sent by letter to:

    Customer Service Dept
    Spabreaks.com Limited
    1st Floor, Clerks Court
    18-20 Farringdon Lane
    London
    EC1R 3AU

    Complaints by e-mail should be sent to:

    customerservice@spabreaks.com

    Please note: Spabreaks.com Ltd regret that due to the investigative process in dealing with any complaints, these cannot be dealt with over the phone. We allow up to 28 days from the date of receipt to provide a response and any details of an appropriate resolution to you.

  22. 22. LIABILITY

    If you have any complaints concerning any services we provide you must inform us in writing by letter or email within 28 days of your departure date. Any assistance provided in resolving a complaint raised, in respect of your experiences at your booked venue, is provided on a goodwill basis and in our capacity as a Spa Recommendation Service. It will always remain the responsibility of the venue to agree and accept liability if appropriate and to provide any concession or refunds as they see fit and Spabreaks.com Ltd will not accept to influence their decisions in this regard. If you have a complaint concerning the specific services provided by Spabreaks.com Ltd, you must inform us immediately in writing within 28 days of your departure date. We regret we cannot accept any liability if we are not so notified. Our maximum liability to you if we are found to have been at fault in relation to any service we provide is limited to the commission we have earned or are due to earn in relation to the booking in question.

    Whilst Spabreaks.com Ltd makes every effort to monitor the experience fulfilled by the supplier, any liability incurred by the customer or the recipient caused by the supplier’s negligence is the responsibility of the supplier and not Spabreaks.com Ltd.

    Spabreaks.com Ltd shall not be liable for the death or personal injury of the customer, recipient or third party while undertaking any treatment or activity provided by the supplier.

    Spabreaks.com Ltd shall have no liability for damage to property, consequential loss or expenses suffered, which includes but is not limited to loss of anticipated earnings, profits, goodwill, reputation, business receipts or contracts, losses or expenses, resulting in third party claims.

  23. 23. EXTRAS

    Please note that all extra's consumed on site such as Food, Drink, Entertainment, additional Spa Treatments and Transport must be paid for by you and your booking with Spabreaks.com Ltd only includes the package set out in your confirmation email and invoice. We accept no liability for any charges you consume on site in relation to any extras outside of your package.

  24. 24. CHANGES AND CANCELLATIONS BY US

    Spabreaks.com Ltd reserves the right to make changes to and correct errors on our website and in our brochure both before and after bookings have been confirmed.

  25. 25. FORCE MAJEURE

    Spabreaks.com Ltd will not be liable for additional expenses incurred through travel delay, Acts of God, force majeure or events beyond our control. Force majeure is unusual and unforeseeable circumstances beyond our control such as war or threat of war, riots, civil unrest, terrorist activity, industrial disputes, natural or nuclear disaster, fire or adverse weather conditions.

    The above will also apply to the liability of our spa venue partners.

  26. 26. YOUR FINANCIAL PROTECTION

    Spabreaks.com Ltd hold an ATOL licence (10809) which means when you buy an ATOL protected flight or flight inclusive break from Spabreaks.com Ltd you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.

    Spabreaks.com Ltd, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither Spabreaks.com Ltd nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).

    If Spabreaks.com Ltd, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.

  27. 27. OUR RESPONSIBILITY

    Spabreaks.com Ltd endeavour to make sure that all parts of the spa break are arranged, performed or provided with expertise and care. Our liability in all our bookings shall be limited to a maximum of the cost of your booking with Spabreaks.com Ltd.

  28. 28. ENGLISH LAW

    Your booking with Spabreaks.com Ltd and all matters arising out of it are governed by English Law.

Last updated on 06/05/2015