Terms & Conditions

The Spa
Cancellation Policy
Making Your Booking
Contra-Indications / Special Requirements
Treatments - Reservation Requests
Gift Vouchers
Online Ordering
Price Information
3 For 2 – Cheapest Item Free
Free Postage
Enquiries
Colour Reproduction
Credit Card Misuse
How we use your information
What to do if you do not want to receive information
Updating the information you have provided
How long is information kept for
General
Trademarks
Copyright

1. THE SPA

Whilst every effort is made to ensure the smooth running of the spa, ongoing maintenance, refurbishment or unforeseen circumstances may result in some of the facilities being withdrawn at short notice. All facilities are subject to availability.

Disability Access
The Sanctuary Spa is committed to providing accessibility for all and strives to operate best practice within the constraints of a Grade II* listed building. Whilst the Spa makes every effort to ensure all guests find the Spa easily accessible, due to the nature of the building, many of the facilities are laid out over different floors and there is a restriction against having a lift installed. For more information please contact our Reservations Team who will be happy to help.

Please note that all guests visiting the Spa must be aged 16 or over.

National Smoke Free Legislation
Please be advised that from 1st July 2007 The Sanctuary comply with the National Smoke Free legislation. As a result of this The Sanctuary will not have a smokers area within the spa.

2. CANCELLATION POLICY

We can only offer a full refund if your reservation is cancelled at least 7 days in advance. If the reservation is made within the 7 day cancellation period you are expected to be able to attend on the date that you have reserved. The Sanctuary are unable to offer a refund unless there are exceptional circumstances and only at the companies complete discretion.

If the booking was made with the use of a gift voucher, and you cancel the booking within the 7 day cancellation period, the credit card taken to secure the booking will be charged to the value of the reservation.

In this event, you will still be entitled to use the gift voucher within the 12 month time limit of the voucher, subject to the standard booking conditions. It may be possible to refund the credit card if the gift voucher is surrendered to us within 7 days of the cancellation. Gift vouchers are non-refundable and cannot be exchanged for cash or products.

Please note that bookings for 5 guests or more are subject to a 15 day cancellation policy.

3. MAKING YOUR BOOKING

All bookings are prepaid at the time of making the reservation. Only one credit / debit card per booking can be accepted. If you are making a booking with a gift voucher, a valid credit / debit card number will be required at the time of booking to guarantee the reservation. The Sanctuary reserves the right to charge this card with any outstanding money owing by you or any of your guests if any outstanding money is not settled at the end of your Day or Evening Spa visit.

Please make a note of the booking reference number you are given, to present at Reception on your arrival, and to quote in any queries regarding the booking.

4. CONTRA-INDICATIONS / SPECIAL REQUIREMENTS

There are some contra-indications to some treatments and facilities and The Sanctuary 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 visit us, for example Heart Conditions, High/Low Blood Pressure, Circulatory Disorders, Epilepsy, Arthritis/Rheumatism, Diabetes, Allergies or are pregnant, you should seek the advice of your doctor. This list is not exhaustable. The Sanctuary are unable to give medical opinions on any medical conditions.

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 reuirements at the time of your visit. If any treatment is found unsuitable we will recommend an alternative where possible, subject to availability.

5. TREATMENTS - RESERVATION REQUESTS

All treatments / reservations are subject to availability. You may only book treatments in conjunction with day/evening admission.

When completing the online request form please be aware that your reservation has not yet been completed. A member of the Reservations team will contact you to confirm availability and to process your reservation.

6. GIFT VOUCHERS

All Gift Vouchers are valid for 12 months from the date stamped on the voucher. Gift vouchers cannot be refunded in total or in part and cannot be replaced by The Sanctuary if lost or stolen. Only monetary vouchers may be used for the purchase of products.

All Gift Voucher packages need to be pre-booked. When making a booking with a gift voucher a valid credit card number will be taken to secure the reservation.

The Sanctuary reserves the right to replace any element of this voucher with an offering of equivalent value.

Whilst every effort is made to ensure all order alterations are carried through, The Sanctuary cannot guarantee that the amendments will be received prior to the order bing processed and dispatched.

7. ONLINE ORDERING

Once an order has been placed we will confirm that your order has been accepted by sending an e-mail to the e-mail address you provide on your registration form. Our acceptance of your order brings into existence a legally binding agreement between us.

We accept all orders for products and services subject to availability.

All credit and debit card holders are subject to validation checks and authorisation by the card issuer. Payment will be debited to your account before despatch of your purchase. If the issuer of your payment card refuses to authorise payment to us, we will not be liable for any delay or non-delivery.

Whilst every effort is upheld to ensure all order alterations are carried through, The Sanctuary can not guarantee alterations are received before the order is processed and dispatched.

8. PRICE INFORMATION

The Sanctuary has taken great care to ensure prices are accurate. If your shopping list within 'My account' as a way of re-ordering items, the prices on your previous order may no longer be valid. However, the correct prices will be applied when you select an item from the shopping list and it is added to your current basket. All prices include VAT where appropriate. Promotions and prices you see in The Sanctuary, Floral Street, or Boots The Chemist do not apply to thesanctuary.co.uk and vice versa.

Please note that all pricing is subject to change.

The Sanctuary reserves the right to introduce spa promotions at any time. All bookings made prior to a promotion being introduced cannot be changed to that of the promotion.

9. 3 for 2 – CHEAPEST ITEM FREE

The Sanctuary will give you the cheapest product of any size and product range completely free on any website page displaying the 3 for 2 icon. To receive your third item you must select three or more products when shopping. The 3 for 2 offer excludes sachets and product mini's. Offer is subject to availability.

10. FREE POSTAGE

Offer not to be used in conjunction with any other offer. Offer excludes Gift Voucher purchases. Offer only applicable to UK orders.

11. ENQUIRIES

If you would like more information about the terms and conditions of this site please do not hesitate to contact us. If you have any queries with regards to your order or booking requests, please email info@thesanctuary.co.uk

12. COLOUR REPRODUCTION

The Sanctuary has made every effort to reproduce colours online as accurately as possible. However, different computers reproduce colours in slightly different ways, and so exact colour matches are not yet possible over the Internet. This means that when you order products from the shop, colours may differ from what you see on the screen.

13.CREDIT CARD MISUSE

The majority of card issuers either cover all the charges that may result from unauthorised use of your credit card or debit cards, or may limit your liability to £50.

The Sanctuary will take all reasonable care to keep the details of your order and credit card information secure but unless we have been negligent, we will not be liable for any losses you may suffer as a result of unauthorised access by a third party to the information transmitted by you when ordering products or services from The Sanctuary.

14. HOW WE USE YOUR INFORMATION

When you give us information, it may be used for a number of different purposes which are listed below.

(i) Administration of the site: Some of the basic information you give us is necessary for us to operate our service for you, such as knowing your full name to ensure any orders you place on the site are delivered correctly.

(ii) To enable customer services: We ask for your contact details, such as your e-mail, to enable us to resolve any queries you may have about using the site and for us to notify you about your order.

(iii) Direct marketing: If you have agreed we can provide extra services, such as e-mails about new products, services and promotions, we ask for a little more information, such as your gender and age range, so that the information we send is relevant.

(iv) To learn about what our customers want: Any extra information we ask for helps us to understand our customers better - we think that it is important to keep improving our service. We also learn about our customers by tracking their movements around the site and collecting information about buying habits. Individuals are not identified but the results of customers' shopping habits and preferences of using the site are analysed en masse. Read the paragraph below about 'cookies' for more information on this.

(v) Sharing data: We do not pass on your personal details for marketing purposes to any third parties.

15. WHAT TO DO IF YOU DO NOT WANT TO RECEIVE INFORMATION

You have the right not to receive marketing information if you do not want it. To opt out of receiving information from The Sanctuary Covent Garden Limited, you should "tick" the check box saying "remove me from the mailing list" on your emails or in your account.

To guarantee you do not receive information about The Sanctuary, tick/untick the registration box on any collateral that requests this information.

16. UPDATING THE INFORMATION YOU HAVE PROVIDED

You can, at any time, change and update the information you have provided by logging into the site, visiting 'My account and choosing the 'Registration details' option where you can edit your details easily.

17. HOW LONG IS INFORMATION KEPT FOR

We will keep and use your information for as long as you are registered on the current website. You can choose to cancel your registration in the 'My account' section of the site. Doing this does not erase your information from our database. Your information is then stored for two reasons:

to ensure that any orders you have placed can be processed to completion and
so that we can contact you in emergencies, such as if there is an urgent product recall. Otherwise, your information will not be accessed again and it will remain secure.

If you cancel your registration any orders you have placed will be processed as normal. You cannot open a new account using the same e-mail address as a previously closed account.

18. GENERAL

Unless otherwise specified, the materials on this website are directed solely at consumers who access this Web site from the United Kingdom. The Sanctuary Covent Garden Limited makes no representation that any product referred to in the materials on this Web site is appropriate for use, or available, in other locations. Those who choose to access this site from other locations are responsible for compliance with local laws if and to the extent local laws are applicable.
Any contract between you and The Sanctuary, whether for use of the site or in relation to the purchase of products or services through the site will be governed by the laws of England and Wales and both parties, (you and The Sanctuary Covent Garden Limited) submit to the non-exclusive jurisdiction of the English Courts.
The Sanctuary Covent Garden Limited has taken every care in the preparation of the content of this website, however we cannot guarantee uninterrupted and totally reliable access to this Web site and so, therefore, cannot guarantee that the information will always be completely up to date and free of mistakes. To the extent permitted by applicable law, The Sanctuary Covent Garden Limited disclaims all warranties; express or implied, as to the accuracy of the information contained in any of the materials on this Web site and will accept no liability for any loss or damage arising as a result of problems with access.
The Sanctuary Covent Garden Limited shall not be liable to any person for any loss or damage which may arise from the use of any of the information contained in any of the materials on this Web site.
Certain (hypertext) links in this site may lead to other Web sites which are not under the control of The Sanctuary Covent Garden Limited. When you activate any of these you will leave the Web site and The Sanctuary Covent Garden Limited has no control over and will accept no responsibility or liability for the material on any Web site which is not under the control of The Sanctuary Covent Garden Limited.
We may make software owned or operated by third party companies available to you. You must only use this software in accordance with the terms and conditions imposed by the third party provider.
Your correspondence or participation in promotions or business dealings with advertisers found on or through the Web site, including payment and delivery of related goods or services and any other terms, conditions, warranties or representations associated with such dealings, are solely between you and such advertisers. You agree that we will not be responsible or liable for any loss or damage of any sort incurred as the result of any such dealings or as the result of the presence of such advertisers on this Web site.
The exclusions of liability set out in these terms and conditions shall not apply to any damages arising from death or personal injury caused by the negligence of The Sanctuary Covent Garden Limited or any of its employees or agents.
These terms and conditions shall be governed by and construed in accordance with English Law. If any provision of these terms and conditions shall be unlawful, void or for any reason unenforceable then that provision shall be deemed severable and shall not affect the validity and enforceability of the remaining provisions.
The Sanctuary Covent Garden Limited reserves the right to alter these terms and conditions from time to time by posting new terms and conditions on this Web site.

19. TRADEMARKS

All brand names, product and service names and titles and copyrights used in this site are trademarks, trade names, service marks or copyrights of their respective holders. No permission is given by The Sanctuary Covent Garden Limited for their use by any person other than such holders and such use may constitute an infringement of the holders' rights.

20. COPYRIGHT

All designs, text, graphics and their selection and arrangement on this Web site are the copyright of The Sanctuary Covent Garden Limited or its content providers. Permission is granted to users to electronically copy or print portions of this site for their own personal, non-commercial use. Any other use of materials on this site without The Sanctuary Covent Garden Limited's prior written consent is strictly prohibited.