1. INTRODUCTION

Welcome to Seruga Spa, a wellness environment designed to provide world-class treatments, holistic relaxation, and exceptional customer care. These Terms & Conditions govern all bookings, treatments, use of facilities, online purchases, vouchers, electronic communications, spa conduct, and privacy matters.

By booking a treatment, entering our premises, using our website, or engaging with our spa in any way, you agree to abide by the policies outlined below.

2. SPA ETIQUETTE & GUEST CONDUCT

2.1 Arrival Times

Please arrive 15 minutes before your scheduled treatment to complete consultation forms and settle in.

Early arrival of 60 minutes allows you to enjoy selected spa facilities (where applicable).

Late arrival will result in a shortened treatment while the full fee remains payable.

2.2 Quiet Environment

To maintain a serene atmosphere:

Mobile phones must be switched off or on silent.

Loud conversations are discouraged.

2.3 Personal Belongings

Seruga Spa is not responsible for loss, damage, or theft of personal items.

Safekeeping facilities may be requested but are used at the client’s own risk.

2.4 Spa Attire

Guests should keep their bodies modestly covered during treatments.

Disposable underwear & hair covers are available.

2.5 Prohibited Conduct

Seruga Spa may refuse service to any person who:

Is intoxicated

Behaves disruptively

Violates spa etiquette

Poses a health or safety risk to staff or guests

3. BOOKINGS, APPOINTMENTS & CONFIRMATIONS

3.1 Booking Requirements

Advanced booking is strongly recommended.

Walk-ins are welcome but not guaranteed.

Group bookings, surprise bookings, or special events require prepayment.

3.2 Confirmation

Seruga Spa may send SMS/WhatsApp/email reminders; however, it remains the client’s responsibility to remember their appointment.

3.3 Right of Admission

Seruga Spa reserves the right of admission.

4. CANCELLATION, RESCHEDULING & NO-SHOW POLICY

To provide efficient scheduling for all clients, the following policy applies: All bookings made at Seruga Spa require full prepayment for the treatment, this money is non- refundable.

4.1 Standard Cancellations

More than 48 hours’ notice: no fee

24–48 hours’ notice: 50% of treatment fee charged.

Less than 24 hours: 100% fee charged (full treatment price).

4.2 No-Shows

A no-show is billed at 100% of the treatment value.

Gift vouchers will be redeemed in full for missed appointments.

4.3 Late Arrivals

Your treatment will be shortened accordingly.

Full price still applies.

4.4 Group Bookings

Require non-refundable deposits.

Cancellation periods may extend beyond 48 hours depending on package size.

5. PAYMENTS & PRICING

5.1 Payment Methods

Seruga Spa accepts:

Credit & debit cards

EFT payments (by arrangement)

Seruga Spa vouchers

Approved online payment gateways

Cashless operations may apply.

5.2 Pricing

All prices are subject to change without prior notice.

External websites or outdated price lists will not be honored.

If using a gift voucher and prices have increased, the guest is responsible for the difference.

6. GIFT VOUCHER POLICY

In accordance with the Consumer Protection Act:

Standard gift vouchers are valid for 3 years.

Promotional/complimentary vouchers valid for 6 months.

Vouchers cannot be exchanged for cash.

Lost/stolen vouchers cannot be replaced.

No cash will be given as change.

7. HEALTH, SAFETY & CONTRAINDICATIONS

7.1 Medical Conditions

Guests must inform therapists of any conditions including:

Pregnancy

High/low blood pressure

Heart conditions

Diabetes

Skin conditions

Recent surgery

Allergies

Epilepsy

Medication usage

This ensures safety & treatment suitability.

7.2 Client Responsibility

Guests must complete consultation cards honestly and accurately.

Seruga Spa is not liable if incorrect or withheld information impacts treatment outcomes.

7.3 Facility Use

Some facilities may be restricted for grooming clients (e.g., waxing-only bookings).

Bathing suits are required when using wet facilities.

8. PRODUCT SALES, RETURNS & REFUNDS

8.1 Treatments

Treatments and services are non-refundable once rendered.

No refunds on no-shows or late cancellations.

8.2 Products

Refunds permitted only if:

Returned within 7 days

Unopened, unused, in original packaging

Accompanied by proof of purchase

No returns for:

Used or opened products

Items marked as non-returnable

Sale/promotional items

Gift vouchers

8.3 Defective Products

Report within 7 days with images.

Replacement, store credit or refund may apply.

9. LIABILITY DISCLAIMER

Clients enter Seruga Spa and use its facilities at their own risk.

Seruga Spa, its owners, employees, and representatives:

Are not liable for injuries, accidents, illness, allergic reactions, slips, falls, or harm sustained on the premises.

Are not responsible for loss, theft, or damage of personal property.

Do not offer treatments as a substitute for professional medical care.

10. E-COMMERCE, ONLINE PURCHASES & DELIVERY

Where applicable:

Purchases made through the Seruga Spa website are used at the client’s own risk.

The spa is not responsible for security breaches on the user’s device.

Deliveries apply to most South African addresses; remote areas may incur additional fees.

Orders generally dispatch within 1 working day of cleared payment.

Courier delivery typically takes 2–7 working days.

11. PRIVACY POLICY (POPIA COMPLIANT)

Seruga Spa is committed to protecting all personal information in accordance with the Protection of Personal Information Act (POPIA).

11.1 Data Collected

Names & contact details

Medical information for treatment safety

Payment information (never stored by the spa directly)

Usage data on the website

11.2 Why We Collect Data

To process bookings

To ensure treatment safety

To send confirmations, updates, or marketing (optional)

To comply with legal obligations

11.3 Your Rights

You may request:

Access to your information

Correction of inaccurate data

Deletion where legally permissible

Opt-out of marketing communication

11.4 Third-Party Sharing

Data may be shared only when:

Required for booking/payment processing

Legally mandated

Necessary to protect Seruga Spa or others

Seruga Spa does not sell personal information.

12. ELECTRONIC COMMUNICATIONS

By using the website, booking online, or emailing us, you consent to receiving:

Email confirmations

WhatsApp/SMS updates

Legally required documentation in electronic format

This satisfies “in-writing” requirements under South African law.

13. UPDATING OF TERMS

Seruga Spa reserves the right to update policies at any time.

Revised terms will be posted on our website and become effective immediately.