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Terms & Conditions
- The Sanctuary Spas
- Cancellation Policy
- Sanctuary Spa Offers
- Making Your Booking
- Contra-Indications / Special Requirements
- Covent Garden Day Spa Treatments - Reservation Requests
- Gift Vouchers
- Online Purchases / Delivery
- Price Information
- Online Promotions
- 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 Sanctuary Spas
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of the spa, ongoing maintenance, refurbishment or unforeseen circumstances may result in some of the facilities being withdrawn at short notice.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: Covent Garden Day & Skin Spa Only
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. Therefore, there is a restriction against having a lift installed. 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. As such, there are a lot of stairs. Please bear this in mind when planning your visit. For more information please contact our Reservations Team who will be happy to help.
Age Restrictions & Access
Covent Garden Day Spa
Please note that all guests visiting the Spa must be aged 16 or over.
Covent Garden Skin Spa
Please note that all Skin Spa treatments are only available to adults aged 18 and over.
Boutique Spas
Please note that all guests visiting the Spa must be aged 14 or over. We also kindly ask that guests between the are of 14 and 16 are accompanied by their parent or guardian at all times. Some of our more technical Facial & Body Skin Spa treatments are only available to adults aged 18 and over.
National Smoke Free Legislation
Please be advised that since the 1st July 2007 all Sanctuary Spas have complied with the National Smoke Free legislation. As a result of this none of the Sanctuary Spas have a smokers area within the Spa.
2. Cancellation Policy
All Sanctuary Spas reserve the right to change the date of or cancel your booking if their premises are closed due to the circumstances beyond their control, including, but not limited to fire, disputes with employees, by order of any public authority or any other force majeure event.
Covent Garden Day Spa
If you need to cancel a Day Spa reservation or treatment then 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, we assume there will be no cancellation and you are expected to be able to attend on the date that you have reserved. The Sanctuary Spa are unable to offer a refund unless there are exceptional circumstances and only at the company's 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 gift voucher will be deemed null and void. In this event, you will not be entitled to use the gift voucher in the future.
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.
Covent Garden Skin Spa & Boutique Spas
Please note we require 24 hours notice to cancel or re-schedule all appointments. Where cancellations are made with less than 24 hours notice, 50% of the treatment cost will be charged to the credit card used to secure the booking.
If a gift voucher has been used to secure the booking, please note that we will adjust the value of the voucher to show the cancellation/no show charges.
3. Sanctuary Spa Offers
20% off your first treatment offer - Sanctuary Spa Covent Garden, Richmond, Cambridge & Bristol.
Valid only upon receipt of a valid 20% Offer Flyer. In order to redeem this offer, the flyer must be presented in the relevant spa upon booking and payment and the below conditions met. Valid against any 55 minute or longer Face or Body Treatment. Subject to availability. One voucher per customer. Valid Monday to Friday on your first visit to Sanctuary Spa, Richmond/Cambridge/Bristol only. Cannot be used in conjunction with any other offer or at any other Sanctuary Spa location. Excludes Medi Spa Treatments, Manicures/Pedicures, Finishing Touches and Treatment courses. Please present this voucher upon arrival to receive your discount.
4. Making Your Booking
Please note calls may be recorded for training purposes.
Covent Garden Day Spa
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 please quote the barcode number and treatment choices. Only selected treatments are available with your gift voucher which are listed in our brochure and on our website. Combination Treatments are not included in packages. A valid credit / debit card number will be required at the time of booking to guarantee the reservation. and payment is required at the time of booking for items added to the reservation that are not covered by the gift voucher. The Sanctuary Spa 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. We will confirm your booking in writing in the form of a Confirmation Letter, which should be presented to Reception upon your arrival along with any gift vouchers you are using. The Terms and Conditions of your booking are printed on the back of the letter and should be read thoroughly.
Any group booking discounts do not generally apply to a Friday evening or a Saturday.
Covent Garden Skin Spa & Boutique Spas
To secure your booking a valid credit/debit card is required and we have a 24 hour cancellation policy. Treatments that are cancelled under 24 hours notice will be charged at 50% of the treatment price.
Please arrive 10 minutes prior to your treatment. As a courtesy to all our guests, a prompt appointment schedule is adhered too. Late appointments may not be honoured and will still be charged. Treatments that begin late will still finish at the appointed time, so not to inconvenience other guests.
Treatment courses
All courses that are booked within Sanctuary Skin Spa & Boutique Spas have a 6 month expiry date from point of purchase. All treatments are subject to availability.
5. Contra-Indications / Special Requirements
All Sanctuary Spas
There are some contra-indications to some treatments and facilities and The Sanctuary Spa 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 if you are pregnant, (this list is not exhaustible,) you should advise our Reservation Agent of at the time of booking. In addition, you should seek the advice of your doctor. The Sanctuary Spa 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 requirements at the time of your visit. If any treatment is found unsuitable we will recommend an alternative where possible, subject to availability.
During the first 12 weeks and after 28 weeks of pregnancy we advise no massage or body treatments and we do not recommend you use the Hammam Steam Room, Sauna, Sanarium or Spa pools during pregnancy. Please refer to the Pregnancy section on our website or within our brochure for more information. If you ignore the advice of The Sanctuary Spa regarding the above you do so at your own risk.
In Addition: Covent Garden Skin Spa & All Boutique Spas
In addition to the above; please be aware that if you are under any medical care for a specific skin condition a full consultation will be required to determine suitable treatments. This also includes procedures that may have been carried out prior to your visit to us such as botox injections or fillers.
Please note that some of our treatments require preparation of the skin prior to your first treatment with us. This will be discussed on booking.
If you do not let us know of any special requirements at the time of your booking we cannot guarantee that we will be able to fully accommodate your requirements at the time of your visit. If any treatment is found unsuitable we will recommend an alternative where possible, subject to availability.
6. Covent Garden Day Spa Treatments - Reservation Requests
As a Day Spa, you may only book Spa treatments in conjunction with a Day or Evening Admission.
All treatments / reservations are subject to availabilityand in order to comply with your requirements, as much notice as possible should be given of your choice.
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.
7. Gift Vouchers
Covent Garden Day Spa
Gift vouchers bought on or after 12th October 2011 have a 10 month expiry date (vouchers bought prior to this have a 12 month expiry date). Please note any vouchers bought as part of a special offer have a 6 month expire date.
When a gift voucher expires you have a 2 month period in which the voucher can be extended free of charge, up to 6 months after a gift voucher can be extended for a fee of £25, once a gift voucher has expired for 6 or months the voucher becomes unredeemable.
Gift vouchers cannot be refunded in total or in part, nor can the voucher be replaced by The Sanctuary Spa if lost or stolen. Only monetary vouchers may be used for the purchase of products. Monetary or Treatment gift vouchers must be used in conjunction with admission when booking treatments. Only selected treatments are available within your package gift voucher, and they are listed in our brochure and on our website.
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 content of the gift voucher packages cannot be changed.
The Sanctuary Spa reserves the right to replace any element of this voucher with an offer of equivalent value.
The 25% off Bring a Friend voucher offered within Gift Voucher welcome packs is applicable to Day or Evening Membership only and can only be used if on a booking made with a Gift Voucher. The discount does not include any discount on any other packages, treatments or meals. This must be used within three months of the date stamped on the voucher and cannot be extended. The 25% off does not apply to Saturday.
Save 15% on Sanctuary Spa Days & Gift Cards
Offer only applicable to Covent Garden Spa Day bookings and Gift Card purchases made by 14th February 2012. Spa Day bookings must be redeemed by 14th February 2012. Offer not applicable on lunch and monetary gift cards. Gift cards purchased on this promotion are valid for 6 months from the date of purchase. Cannot be used in conjunction with any other offer. Subject to availability. The Sanctuary Spa is exclusively for women. General spa terms and conditions apply. Offer ends 14th February 2012.
Covent Garden Skin Spa & Boutique Spas
All Covent Garden Skin Spa & Boutique Spa Gift Vouchers are valid for 6 months from the date stamped on the voucher and cannot normally be extended. Gift vouchers cannot be refunded in total or in part, nor can the voucher be replaced by the Sanctuary Spa if lost or stolen. Only monetary vouchers may be used for the purchase of products. Only monetary vouchers can be used at all Sanctuary locations.
Online Printable Vouchers
The printable vouchers are not valid vouchers. Your valid voucher will be sent at the next postal opportunity available. Please bring your valid posted voucher with you on your visit to any of our Spas. The printable voucher will not be accepted at any our Spas.
Deliveries of vouchers will depend on which postage option was selected at point of purchase, however all deliveries of your valid voucher are dependant on Royal Mail. The Sanctuary Spa will endeavor to dispatch all gift vouchers out on the same day if the order was placed before 1pm. This only applies on normal business days, i.e. Monday-Friday excluding Bank Holidays. chers may be used for the purchase of products. Only monetary vouchers can be used at all Sanctuary locations.
8. Online Purchases / Delivery
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.
Consumers may only order a maximum of 3 items of each product in any one transaction. However, we may use our discretion for promotions and reduce this to one or two identical items. Anyone wishing to order over 3 items of each product should contact 0844 875 8445. Please note that offers (like 3 for 2 or free delivery) do not apply to these orders"
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. Items sent via First Class post are not traceable if they are not received.
Whilst every effort is made to ensure that any amendments requested to orders after they have been placed are carried out, The Sanctuary Spa cannot guarantee this. During periods where the UK experiences bad weather conditions, Sanctuary Spa cannot guarantee special delivery.
Delivery time for all UK Standard postage is 1 - 5 working days.
9. Price Information
The Sanctuary Spa has taken great care to ensure prices are accurate. If you are shopping using the list within 'My Account', 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 Spa, 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 Spa 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 promotional price.
10. Online Promotions
Free UK Standard Shipping when you spend over £45
Products and/or Vouchers. Excludes any other postage options or any overseas locations.
Up to 50% off selected gift sets
Subject to availability while stocks last. Offer applies to selected gift sets only. Discount shown is off the marked retail price and will be applied at the checkout. Discount may vary. Cannot be used in conjunction with any other offer. Offer ends 14th January 2012.
Nourishing Oil Duo
Subject to availability while stocks last. Offer applies to Youth Boosting Ultimate Facial Cleansing Oil and Therapist's Secret Facial Oil only. Price shown includes discount off the marked retail price of both items. Cannot be used in conjunction with any other offer. Offer ends 1st February 2012.
Offer only applicable to Covent Garden Spa Day bookings and Gift Card purchases made by 14th February 2012. Spa Day bookings must be redeemed by 14th February 2012. Offer not applicable on lunch and monetary gift cards. Gift cards purchased on this promotion are valid for 6 months from the date of purchase. Cannot be used in conjunction with any other offer. Subject to availability. The Sanctuary Spa is exclusively for women. General spa terms and conditions apply. Offer ends 14th February 2012.
1. By registering and entering this prize draw ('the promotion') all entrants will be deemed to have accepted and be bound by these terms and conditions. All entry instructions form part of these Terms and Conditions.
2. The competition is open to residents of UK and Northern Ireland aged 16 or over, excluding employees of PZ Cussons Beauty LLP or its affiliate companies, their families, cohabitants, agents and anyone connected to the promotion.
3. By completing the survey you will be automatically entered into the draw where one winner will be picked randomly from all entries received on the following dates xxx
The prize fund consists of a gift voucher for a Sanctuary Spa Day at The Sanctuary Spa, Covent Garden (worth £85). Full gift voucher details can be found at www.thesanctuary.co.uk.
4. No purchase is necessary for entry.
5. The promotion begins on 03/02/2012 and ends on 17/02/2012 at midnight. ('Promotion Period').
6. An individual must complete the Sanctuary Spa survey to enter the competition.
7. There is a strict limit of one entry per person. A 'person' will be determined by their matching name, email address and home address. If it becomes apparent that a participant is using a computer(s) to circumvent this rule by, for example, the use of "script", "brute force" or any other automated or programmed means, any prize award will be void.
8. Entrants must complete the survey and enter their personal details into the form in order to claim their prize
9. The results of the competition prize draw are final and no correspondence will be entered into.
10. The competition prize winner will be the first name drawn at random from all valid, completed registrations.
11. Winners will be notified within 28 days of the promotion ending.
12. Winners will be sent their prize within 28 days of receiving notification that they have won.
11. No cash or other alternative prize is available. The Sanctuary Spa is exclusively for women, so the prize may be transferable to another person at the promoter’s discretion. General spa and gift voucher terms and conditions apply. For further details, please visit www.thesanctuary.co.uk.
12. The prize is not transferable or exchangeable.
13. No responsibility can be accepted for any difficulties in entering or any entries delayed or corrupted.
14. Prizes are subject to availability. Should a prize become unavailable the promoter reserves the right to replace the prize with a prize of an equal or greater value.
15. The promoter reserves the right to feature the name, photographs and county of the winner in future promotions free of charge.
16. The winners' names and counties may appear on the website for a minimum period of three months from the closing date.
17. Please note that in processing data the promoter may disclose customer information to other companies in its group or to third parties used by the promoter and its affiliates, for the purpose only of administering the promotion and giving out prizes.
18. The Terms and Conditions are for the Sanctuary Spa survey promotion only
19. PZ Cussons Beauty LLP reserves the right to change these Terms and Conditions at any time.
Look Magazine Reader Offer
Offer applies to the 25 min, 55 min and 85 minute Prescription Facial at The Sanctuary Spa, Covent Garden, Bristol, Cambridge and Richmond only. Price varies per location and start at £35 for a 25 min Facial at the Bristol spa. Treatments redeemed at The Sanctuary Day Spa in Covent Garden will not have access to the spa facilities. Treatments must be pre-booked to guarantee availability and redeemed between31st January and 13th February 2012. All treatments are subject to availability and a medical consultation with a Sanctuary therapist prior to treatment. Cannot be used in conjunction with any other offer, including course sales. The Sanctuary Spa is exclusively for women. General spa terms and conditions and cancellation policy apply and are available upon request.
11. Enquiries
If you would like more information about the terms and conditions of this site, or have any queries with regards to your order or booking requests, please do not hesitate to contact us on info@thesanctuary.co.uk
12. Colour Reproduction
The Sanctuary Spa 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 Spa 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 Spa.
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.
(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 Spa Covent Garden Limited, you should click "If you wish to unsubscribe, click here" on your emails.
To guarantee you do not receive information about the Sanctuary Spa, 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 Spa, 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.