Terms and Conditions

  1. Bookings & Voucher Orders can be made by telephone or securely online through our website.
  2. When you are placing your booking/order by phone, an Advisor will take down the details and your payment details. You will then be sent an 'Activation Email'. You must reply to this email for your booking to finalised as requested. This is an acknowledgement by you that the booking details are correct and that you have read and understood the terms and conditions. When you book online, you provide all the details of the package you require and are requested to acknowledge that you have read and understood the terms and conditions as detailed. We ask you to read them carefully. When booking online full payment is taken on completion of the process.
  3. Your payment prevents others from booking this package at this time and date and is therefore subject to our cancellation policy (as detailed in section 10 of these terms and conditions).
  4. In certain circumstances you may re-schedule your date, subject to availability, up to 21 days prior to the package. The admin fee to do this is £30 per booking.
  5. On receipt of the required payment, you will receive confirmation of your booking and a receipt for your payment, which will have the address and phone number of the spa and any other relevant information. If you do not receive a full address for the spa on your receipt it is your responsibility to contact us immediately and request these details. If you fail to do this and cannot find the spa you accept full responsibility. We can be contacted by phone or by email: admin@restrelax.co.uk. Please give full details of your booked package, the name under which it was booked and any reference number you may have been given.
  6. If it is not possible for you to take part in the package other than the exact time you have specified online, you must state this in the notes section otherwise we will place your package at the nearest available time available that day.
  7. Once a booking is in place cancellation will be dealt with as follows:

CANCELLATION / AMENDMENT CHARGES

Once your booking has been received your right to cancel / amend without penalty ends: The terms of cancellation /amendments are as follows:

  • Vouchers: - within 7 days of purchase - full refund less 10% admin fee
  • Bookings: - cancellation 31 Days or more to booking date incurs 50% loss of monies paid
  • Within 31 Days of booking date incurs a loss of all monies
  • Our accepted date of cancellation is the date that your written cancellation is acknowledged in writing by Rest & Relax. If you have not received an acknowledgment in writing, we have not received your cancellation and your booking remains in place.
  • If catering or any other supply is included in the package, this may also be subject to cancellation charges.
  • The 31 day rule includes weekends and bank holidays.
  • Amendment to Bookings incurs a £30 admin charge and will be subject to availability and acceptance by the Spa concerned any additional charges that the change incurs
  • Any reduction in numbers for a group booking must also be confirmed in writing and acknowledged in writing by Rest & Relax to be considered valid.
  • Any changes in participant numbers are subject to the same cancellation charges as stated above.
  • Verbal changes and cancellations are not accepted in any circumstances.

ARRIVING LATE

All our Spas require customers to be ready to take part in the package 15 minutes prior to a designated "start-time". The time stated on your confirmation is your "start time" with a recommendation to arrive at the spa 15 minutes prior. Please ensure that you follow the guidelines of arrival times. All our Spas will do their best to accommodate late arrivals but this cannot be guaranteed, especially during busy periods. This in entirely at the individual spa's discretion. The booking will normally be treated as a cancellation in the package of late arrival with the loss of all monies. Your acceptance of this proviso forms part of any booking.

EXCLUSION FROM SPA

The host spa has the right, at all times, to refuse customers access to the booked package at any stage of the booking and remove them from their spa if in their opinion the customers are under the permitted age; are not fit enough to take part in the package because of physical or mental impairment; be under the influence of alcohol or drugs which affects behaviour to the extent that the package is not possible; consider them to be a danger to themselves, other customers or members of staff ; or are displaying aggressive and abusive behaviour (verbal or physical). If any of these occurrences apply, the booking will have been deemed to have been cancelled and cancellation charges will apply. There are no exceptions. Should any participant damage the property of the spa of verbally or physically injure a member of the staff or other customers, they will be dealt with by the spa management accordingly and may face prosecution by the spa. Rest & Relax will not become involved in such matters other than to supply the spa and authorities with contact details of the offending party / parties. Any communications relating to such matters should be conducted between the spa, the offending party / parties and the authorities.

PERSONAL SAFETY / HEALTH REQUIREMENTS

Whilst all our packages are as safe as they can be it must be understood that all safety instructions, directions, warnings and all other instructions must be followed at all times. You must satisfy yourself before taking part that you and the members of your groups have listened and understood all safety instructions and precautions. If in any doubt you must seek further guidance and help from the spa immediately. You are advised not to attempt to take part in any activity beyond your capabilities or engage in risky or daring behaviour. All physical packages by definition involve an element of risk so it is a given that you undertake the package with the full understanding of this and accept responsibility for your own safety and the risks involved in taking part. In the case of more than one person taking part under one booking it is a given that the person booking the group with us has relayed the details of the packages to the group and that the individuals in the group have acknowledged the possible risks involved and that they have agreed to take part on this basis. You are advised to ensure that your personal insurance cover is up to date and that you are covered for taking part in such packages for your particular circumstances and health. Before taking part in any of our packages you must be physically and mentally fit and be capable of taking instructions. You may be asked to sign a disclaimer before taking part in any package to say you are medically fit and well. If you are in any doubt you must check with your GP prior to making any booking. If you refuse to sign a disclaimer you will not be able to take part and such an action will be treated as a cancellation.

PACKAGE DESCRIPTIONS / RESTRICTIONS

All the packages featured on our websites are described in as much detail as possible and are correct at the time each booking is made. All prices are per person unless specifically stated otherwise in your activation email. From time to time packages do change both in price, type and duration. When Rest & Relax receive notification of any changes these changes are made on our websites accordingly as soon as possible. These changes can be made for various reasons including but not limited to health and safety considerations, loss of a facility or changes to the spas product range. We have no control over such changes. Only if these changes make a significant difference to the product that will be delivered to an existing booking will you be informed. If the change involves a slight change of the same package then we do not consider this to be significant. If a change to a package is made on the date of delivery and you are not happy with the change you must take this up with the spa. Our Advisors will make every effort to provide additional information and clarification about any of our featured packages, however customers are deemed to have thoroughly familiarised themselves with the package description, all restrictions, including height, weight and age restriction as detailed on our websites before booking the package. No responsibility can be accepted by Rest & Relax if you do not familiarise yourself with all aspects of the package in question at the spa chosen either on our website or through your own enquiries before placing a booking. This is your responsibility.

LATE START

Due to the nature of our packages, unforeseen circumstances can delay the start of a package. In all cases the spa will endeavour to minimise your inconvenience and will offer you a later start time or, in some cases, an alternative date. The action taken will be dependant on the circumstances surrounding the situation. As such incidences cannot be predicted your understanding is appreciated. Should you choose not to accept the alternatives offered to you and do not take part in the package, either on the same date or the alternative date no other recompense will be offered from Rest & Relax. All communications as a result of such circumstances should be with the spa directly as it will be deemed that Rest & Relax have fulfilled their booking with you and that a new contract / agreement have been entered into between you and the spa in question. You accept this as part of your booking with us.

COMPLAINTS

If, on arriving at the designated spa, you are dissatisfied with your booked package in any respect, then you must speak to the spa on the day. We do not consider it to be reasonable if you have not brought your dissatisfaction to the attention of the spa at the time and then complain later. However, even if you do complain and then go ahead with the package, be that willingly or with reluctance, either the booked package or a replacement offered by the spa on the day it is deemed that you consider that the package of which you took part is entirely acceptable to you and that a complaint at a later date will not be considered reasonable. Rest & Relax represent a network of Spas but do not deliver the packages personally. Unless the complaint is in regards to the booking process, all complaints in regards to the quality and provision of the package, including but not limited to start times, safety & quality, competence, length of package, must be directed to the Spa. Please make a note of the contact name and details at the spa or request their contact details by emailing our customer services team. Should you have a genuine complaint against Rest & Relax's booking service, please email customer.services@restrelax.co.uk. All communications with Customer Services must be made in writing. This ensures that all aspects of your communication between us are clear and unambiguous. Please follow this process as soon as possible so we can get back to you as soon as possible.

REFUNDS

Should you be deemed eligible for a refund then this will be for the agreed amount with the absolute maximum amount being the monies you have paid to us and will not extend to consequential loss or claimed inconvenience or stress howsoever caused. No exceptions are made in this regard. If you have taken part in any part of the booked package in question, regardless of the circumstances or conditions under which you took part, then this will negate any applicable refund.

VOUCHERS

Vouchers can be purchased from our websites or by phone. You can choose the type of delivery as you book online or over the phone. If you do not receive your voucher you must contact us immediately. If you do not contact us within 7 days of the purchase date in this regard, it will be deemed that you are in possession of your voucher and any subsequent requests for a duplicate will not be considered. Should a duplicate be issued, the original voucher automatically becomes void.

REDEMPTION

You must redeem your voucher prior to the expiry date specified on your voucher or your voucher will be automatically logged as expired and no redemption will be possible. In order to redeem a voucher you will require the Unique ID & Expiry Date printed on the front of the voucher this is your redemption validation information. Using this information vouchers should be redeemed our online redemption system only. Visit your preferred Spa on our website, choose the package of your choice then go through the online redemption process. You must be in possession of your Unique ID in order to be deemed to be the bearer of the voucher and for redemption to be authorised. It is the bearer's responsibility to keep this information safe as, once redemption has been processed using the redemption validation information further attempts at redemption using the same information cannot and will not be authorised.

Voucher redemption against a particular package on a particular date is strictly subject to availability at the time of booking and cannot be guaranteed.

Redeemed Vouchers

Once a voucher has been used to make a package booking voucher terms and conditions no longer apply as booking terms and conditions then become applicable. These are detailed in the terms and conditions printed here.

Expired Vouchers

Each voucher has an expiry date printed clearly on the voucher. Unless you have extended your voucher as below, once you reach your expiry date the voucher becomes invalid. No exceptions can be made.

Extension of Validity

You may extend your vouchers validity online. There is a fee of £9.99 per voucher and only unexpired vouchers that have a minimum of one week's validity remaining may be extended. The extension is for a further 3 months. All voucher conditions apply to extended vouchers. A voucher can only be extended on one occasion. Paying for an extension on a voucher gives the holder an extended period of validity; it does not increase the value of the voucher.

Lost Vouchers

Rest & Relax do not accept responsibility for lost vouchers or any other person gaining access to your voucher information and redeeming it in your place. The possession of any valid voucher details by any person gives them the right to redeem that voucher. There are no exceptions.

Spa / Package Specific Vouchers

If your voucher is for a specific package or spa and we cannot accommodate you at that particular spa or for that particular package for whatever reason we reserve the right to offer you an alternative at the nearest spa. The alternate will be the nearest match to the specified package. If you decide not to take advantage of the alternative we will refund the voucher to the purchaser. If your voucher is non-specific, then we do not promise any particular package at any particular venue. If you have a generic voucher and do not want to use your voucher at any of our featured venues, we will refund the money paid less a 25% fee for each voucher. Any refund will be paid back onto the original card used to purchase the voucher. However, once you have made a booking at any venue on our network voucher terms and conditions no longer apply. You then have a booking and Booking terms and conditions apply as detailed above.

Cash / Credit Value

Our vouchers do not have any cash or credit value other than as payment or part-payment towards a package as detailed on our website. Should the value of the voucher exceed that of the package chosen, no cash refund or credit is given against the balance. Should the voucher value not be sufficient to cover a chosen package because of a price increase, the bearer will be expected to pay any outstanding balance before the booking can be made. This is an accepted part of your booking with us. Voucher Delivered With Balloons & Other Products

Rest & Relax offer to supply a helium filled balloon/s with a voucher as selected by the customer. Each balloon will be secured by a ribbon and a weight and sent in boxes that are deemed suitable for this type of product by Royal Mail. At the time of ordering the Customer must provide a correct daytime telephone number, full address for delivery and e-mail address. Rest & Relax cannot be held responsible for incorrect information supplied by the customer. We reserve the right to substitute your balloon and or/free gifts with a similar choice if your first choice is out of stock. Where there is sufficient time before dispatch, the customer will be contacted and an alternative offered. Helium foil 18" balloons normally float for at least a week and usually two to three weeks. However in cold temperatures the helium may cause the balloon to appear deflated. Put in a warmer environment and the helium expands inflating the balloon. Once a delivery has been signed for at the address specified on the original order, Rest & Relax will no longer be responsible and refunds will not be given if the balloon does not pass onto the named recipient. All balloons are perishable goods and Rest & Relax will not accept returns and unwanted balloons. In the unlikely package of a product defect the customer must inform Rest & Relax in writing within 24 hours of receipt of that balloon. All packaging and contents of the carton must be returned to us for inspection. Failure to follow these guidelines may result in the claim being rejected. When additional items have been sent the refund amount will only apply to the defective product. Refunds will only be issued for defective goods, goods damaged in transit or goods not delivered. No refunds will be given for late deliveries or goods damaged by recipients. The decision about the cause of damage will be made by Rest & Relax and no further correspondence will be entered into in this regard once the decision has been made. Any dates quoted for delivery of orders are approximate only and Rest & Relax shall not be liable for any delay in delivery howsoever caused. In the package of a claim, settlement will be limited to the value of the goods, if defective or damaged in transit and will in no way extend to consequential loss or claimed inconvenience or stress howsoever caused.

Free Gifts

When Rest & Relax provide a customer with a free gift, no recompense and / or replacement are offered in any circumstances in response to a complaint.

OFFICE OF FAIR TRADING & TRADING STANDARDS

Rest & Relax and all its associated companies comply with regulations and guidelines as laid down by the Office of Fair Trading and Trading Standards for the service we offer. We welcome any inspection of our processes in this regard.

DATA PROTECTION

The Company complies with the principles of the Data Protection Act 1998 and is registered. Those principles require that data be:

  • Fairly and lawfully processed
  • Processed for limited purposes
  • Adequate, relevant and not excessive
  • Accurate
  • Not kept longer than necessary
  • Processed in accordance with the data subject's rights
  • Secure

TRADEMARKS & BRAND NAMES

Rest & Relax and all its associated brands are well-known within the UK and have acquired both registered and unregistered rights in our trademarks, domain names and our logos. No one may use our names, trademarks, domain names or logos for any purpose without our express written permission. Our network of spas may apply to display our 'Network Signage' at their spa to facilitate easier identification of the location for customers that have booked through Rest & Relax or any of its brands. This will be an approved use and can prevail where an agreement continues to exist between Rest & Relax and the spa in question. Any unlawful use will be dealt with by law without exception.

All bookings will be subject to these same terms and conditions without exception. All customers will have deemed to have made themselves aware of these Terms & Conditions and will have accepted them in their entirety and without exception as part of their booking with Rest & Relax and all its brands (a list of brands can be given on request). No verbal or other communication overrides these terms and conditions in any respect whatsoever.

All sections of these Terms and conditions stand alone and if one section is found to be invalid, it does not affect the validity of any other section

These terms and conditions are subject to English Law

Rest & Relax, 52 Chatsworth Road, Harrogate, HG1 5HS

Not Answered Your Question?

If you haven't found the answer to your query on the website or above, please feel free to call our team of very knowledgeable booking agents on 0870 626 0521... who will be more than happy to help! Opening hours are from 9.00am to 5.30pm Monday to Friday. Alternatively use our 'contact form' and we will respond to you as soon as possible.

Not Answered Your Question?

If you haven’t found the answer to your query on the website or above, please feel free to call our team of very knowledgeable booking agents on 0844 745 5009... who will be more than happy to help! Opening hours are from 9.00am to 5.30pm Monday to Friday and 9.00am to 3pm on Saturday and Bank Holidays. Alternatively use our 'contact form' to send off an instant message. We will call or email you as soon as possible

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