'''Please read these Booking Terms and Conditions carefully before you complete any transactions via this Website, as these "Booking Terms and Conditions" will apply to your transaction. We recommend that you print a copy of these Booking Terms and Conditions for future reference. If you do not agree to these Booking Terms and Conditions, you must not use our Website to make a booking. Capitalised but undefined words in these Booking Terms and Conditions shall have the meanings ascribed to them in the Website Terms of Use.''' # '''Defined Terms''' ## For ease of reference the following terms shall having the following meanings in these Booking Terms and Conditions: ### '''"Partner(s)"''' means our selected third party providers of goods and services who offer their goods and services for sale via our Website; ### '''"Partner Terms and Conditions"''' means any Partner terms and conditions of sale and/or terms of business (including without limitation that Partner’s privacy policy, booking policy, delivery policy, health and safety policy, and returns/refund policy – as applicable); ### '''"eVoucher"''' means an evoucher sold on the Website which can be used for the purchase of Products/Services from a Partner; ### '''"Products/Services"''' means any products, goods and/or services of a Partner offered for purchase or booking via the Website; ### '''"Customer"''', '''"you"''' and '''"your"''' means you the buyer of any Products/Services; and ### '''"Treatwell Gift Voucher(s)"''' means Treatwell gift vouchers which are issued by Treatwell and which may be used towards the purchase of Products/Services in accordance with clause 7. # '''Introduction and relationship between you, us and third party partners''' ## This Website is operated by Treatwell Limited, a company registered in England under company number 06457679 and whose registered office is at 16 Charles II Street (c/o Calder & Co), London SW1Y 4NW, with VAT registration number 928047219 ('''"Treatwell"''', '''"us"''', '''"we"''' or '''"our"''' for short). ## The Treatwell Website allows you to book and pay for a broad range of beauty and spa products and/or services from a variety of providers (our Partners). Those products and/or services are provided by our various Partners and not by us. Treatwell is responsible for taking your bookings and passing those on to the relevant Partners, and for dealing with payments made by you in relation to those bookings (except for bookings made using the "Pay at Venue" option - see below). The Products/Services which you book via our Website are the responsibility of the Partner which provides them. ## The legal implication of this is that in when you purchase Products/Services, it will create two binding legal contracts: ### a contract between you and Treatwell (under which Treatwell has certain responsibilities to you in relation to the booking and payment process). That contract is made on these Booking Terms and Conditions; and ###(b) a contract between you and the relevant Partner in respect of the provision or supply of the Products/Services which you book through the Website. That contract may include separate Partner Terms and Conditions, which will be notified to you prior to your making a booking either on the relevant Partner's page on the Website or by way of link to such Partner Terms and Conditions from that page on the Website. ### All Products/Services available for purchase on the Website are offered by Treatwell on behalf of its Partners. That is, Treatwell acts as booking agent for Partners. Therefore, we are not responsible or liable to you for the actual Products/Services that are booked through the Website (including those Products/Services purchased using Treatwell Gift Vouchers). ### We amend these Booking Terms and Conditions from time to time as set out in clause Error: Reference source not found. Every time you wish to make a transaction on the Website, please check these Booking Terms and Conditions to ensure you understand the terms which will apply at that time. # '''Orders and how the contract is formed between you and us''' ## There are two types of orders ("Order") you can make on the Website: Orders for Products/Services and Orders for Treatwell Gift Vouchers. ## In respect of Orders for Products/Services, there are two ways you can place your Order: ### make an appointment at a specific time/date with a particular Partner for the provision of Products/Services ("Dated Booking"); or ### purchase an eVoucher for a particular Product/Service of a Partner (where you will need to contact the relevant Partner yourself in order to set the time/date of the appointment). ## The Order process allows you to check and amend any errors before submitting your Order to us. Please take the time to read and check your Order at each stage of the Order process and before finally submitting your Order. ## After submitting an Order, we will send you an email acknowledging receipt of your Order. This does not mean that the Order has been accepted. The Order constitutes an offer by you to buy the Products/Services and/or Treatwell Gift Vouchers specified in your Order. ## All Orders are subject to acceptance and the contract between you and the Partner ("Contract") will only be formed when you are sent a written order confirmation (usually by email) ("Order Confirmation"). In respect of Orders for Treatwell Gift Vouchers and eVouchers, receipt of an e-voucher (if earlier) will count as an Order Confirmation. ## For Dated Booking Orders, if you wish to change your appointment details (time/date) after you have received an Order Confirmation, we recommend you contact the relevant Partner directly (and it will be for you and the Partner to agree a new appointment). However, if you experience difficulty making such contact, please contact us at [mailto://orders@treatwell.co.uk orders@treatwell.co.uk] and we will do our best to help you. ## If you wish to cancel an Order before you have received an Order Confirmation, please notify us immediately by emailing [mailto://orders@treatwell.co.uk orders@treatwell.co.uk]. If you wish to cancel a Contract (i.e., if you wish to cancel after Order Confirmation has been received), please refer to our cancellations policy at clause 5 below. # '''Products/Services''' ## Treatwell and our Partners are under a legal duty to provide Products/Services that are in conformity with the relevant Contract. ## All Products/Services shown on the Website are subject to availability and the images and/or descriptions of the Products/Services on the Website are for illustrative purposes only and actual Products/Services may vary from those images and/or descriptions. We require our Partners to ensure that all information provided by them for display on their page of the Website is accurate, complete and not misleading in any way but we cannot verify the information which they provide to us. It will be each Partner's responsibility to ensure that all of its Products/Services listed on the Website are available and accurately described. ## If you are a consumer, you have legal rights in relation to Products/Services that are faulty or not as described. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office. Nothing in these Booking Terms and Conditions will affect these legal rights. ## It is your (or the person receiving the Products/Services) sole responsibility to communicate in advance any medical or health-related conditions and/or special needs to the Partner that might affect or be affected by any Products/Services (for example without limitation, allergy information and health issues). Subject to clause 9.3, if you (or the relevant recipient of the Products/Services) fail to disclose any such information to the applicable Partner, neither Treatwell nor the relevant Partner shall be liable to you (or the Products/Services recipient) for any injury, loss or damages resulting from the Products/Services that could reasonably have been avoided if you (or the Products/Services recipient) had disclosed that information prior to receiving the Products/Services. # '''Cancellations''' ## In addition to your other legal rights, you have the right to cancel a Contract and receive a refund in accordance with the terms set out in this clause 5. ## If you change your mind about an Order for a Dated Booking and/or an eVoucher and wish to cancel it, the following cancellation terms apply:

Dated Booking:
1. If you cancel (in whole or part) a Dated Booking within 24 hours of Order Confirmation, provided the applicable appointment is not due to take place within 72 hours (or 48 or 24 hours in some cases), you can get a refund of the applicable amount via the original method of payment;
2. If you cancel (in whole or part) a Dated Booking more than 24 hours after Order Confirmation, provided the applicable appointment is not due to take place within 72 hours (or 48 or 24 hours in some cases), you can get a credit note for the applicable amount, which must then be used on the Website within six months to make an alternative Order;
3. IMPORTANT NOTE: In a small number of circumstances it may not be possible to cancel a Dated Booking but we will draw this to your attention before you place the Order so that you can decide whether you are prepared to proceed with entering into the Contract on that basis.
  
  Please note that no refund or credit note will be given where a cancellation is attempted 72 hours (or 48 or 24 hours in some cases) or less from a booked appointment.
eVoucher:
1. If you cancel (in whole or part) an eVoucher within 14 days of receiving of the eVoucher, provided you have not yet redeemed the applicable eVoucher by making an appointment for the Product/Service with the relevant Partner, you can get a refund of the applicable amount via the original method of payment;
2. If you cancel (in whole or part) an eVoucher more than 14 days after receiving the eVoucher, provided you have not yet redeemed the applicable eVoucher by making an appointment for the Product/Service with the relevant Partner, you can get a credit note for the applicable amount, which must then be used on the Website within six months to make an alternative Order.
  
  Please note that no refund or credit note will be given where a cancellation is attempted once an eVoucher has been redeemed and an appointment with the relevant Partner has been booked.

''Treatwell Gift Vouchers'' ## If you change you change your mind about an Order for a Treatwell Gift Voucher and wish to cancel it, you may do so in accordance with this clause 5. ## Your right to cancel a Treatwell Gift Voucher starts from the date of receipt of the Treatwell Gift Voucher and ends 14 days after the date on which you receive the Treatwell Gift Voucher ("'''Cancellation Period'''"). ## If you wish to cancel a Treatwell Gift Voucher, please contact us prior to the expiry of the Cancellation Period at [mailto://customer.experience@treatwell.co.uk customer.experience@treatwell.co.uk] confirming your Order number, Treatwell Gift Voucher number (if received), and your reason for cancellation. ## You may, but are not obliged to, use the cancellation form set out below and send it to us by post to Treatwell,1st Floor, 6 St Andrew Street, London EC4A 3AE or by email at [mailto://cancellations@treatwell.co.uk cancellations@treatwell.co.uk]:

To: Treatwell,

I/we hereby give notice that I/we cancel my/our contract of sale of the following:
Treatwell Gift Voucher number: [insert voucher number]
Ordered on: [insert date of Order]
Order no: [insert relevant Order no.]
Your name (or the recipient’s name if different): [insert your or recipient’s name]
Your address (or the recipient’s address if different): [insert your or recipient’s address]
Date: [insert date]
From: [insert your name]

## If you cancel a Treatwell Gift Voucher that has already been sent out, please return it to us by recorded delivery to Treatwell, 1st Floor, 6 St Andrew Street, London EC4A 3AE within 14 days of notifying us that you wish to cancel the voucher. You will be responsible for the cost of returning the Treatwell Gift Voucher to us. We estimate the costs of returning the Treatwell Gift Voucher to be no more than £2 (based on current Royal Mail first class recorded delivery prices). ## If you notify us within the Cancellation Period that you wish to cancel a Treatwell Gift Voucher, we will refund the payment received from you, including any cost of delivery to you (except the supplementary cost arising if you chose a type of delivery other than the least expensive type of delivery, e.g. if you have selected expedited delivery) within 14 days of you notifying us that you are cancelling the Treatwell Gift Voucher, or if applicable the date of receipt of the returned Treatwell Gift Voucher. ## If you notify us after the end of the relevant Cancellation Period that you wish to cancel, we may issue a credit note for the applicable amount, which must then be used on the Website within 6 months to make an alternative Order. ## PLEASE NOTE THAT NO REFUND OR CREDIT NOTE WILL BE GIVEN WHERE A CANCELLATION IS ATTEMPTED ONCE A Treatwell GIFT VOUCHER HAS BEEN REDEEMED IN FULL AND AN APPOINTMENT WITH A PARTNER HAS BEEN BOOKED. ## PLEASE ALSO NOTE THAT WHERE A CANCELLATION IS ATTEMPTED ONCE A Treatwell GIFT VOUCHER HAS BEEN REDEEMED IN PART AND AN APPOINTMENT WITH A PARTNER HAS BEEN BOOKED, NO REFUND OR CREDIT NOTE WILL BE GIVEN IN RESPECT OF THAT REDEEMED PART OF THE Treatwell GIFT VOUCHER. # '''Resolving Issues''' ## We care about your experience and want to ensure we maintain the highest standards possible and so if you would like to make a complaint about one of our Partners or their Products/Services, please email us at [mailto://customer.experience@treatwell.co.uk customer.experience@treatwell.co.uk] or write to us at Treatwell, 1st Floor, 6 St Andrew Street, London EC4A 3AE or call us on: 0330 100 3515. ## Following receipt of a complaint we will contact the Partner to try and resolve the issue on your behalf. If we are unable to resolve the issue following contact with the Partner, if we consider it to be fair in all the circumstances, we may in our sole discretion elect to: ### give you a credit note for the disputed/complained about amount of your Order for use towards any Products/Services on the Website; or ### (as a last resort or in extreme circumstances and always in our sole discretion) refund the disputed/complained about amount directly to you (please note that it might take up to 30 days to receive a full refund). ## Further or alternatively, if you are unhappy with the Products/Services received from a Partner pursuant to an Order, you can also: ### speak to the Partner yourself to try and resolve the issue; and/or ### leave an honest review on the Website to reflect your experience. ## Please do bear in mind that while we will take all complaints about our Partners seriously and do what we can to help you resolve them; we are not responsible to you for the Products/Service which the Partners provide. # '''Treatwell GIFT VOUCHERS''' ## Treatwell Gift Vouchers allow customers to purchase Products/Services from those of our Partners who are signed up to the Treatwell Gift Voucher scheme at the date of redemption of the Treatwell Gift Voucher ("Treatwell Gift Voucher Partners"). They can be purchased in the following denominations: £25, £50, £100, £150, £200 and may be redeemed in person only at the venue of any participating Treatwell Gift Voucher Partner. ## Our list of Treatwell Gift Voucher Partners may vary from time to time (see [https://www.treatwell.co.uk/the-Treatwell-gift-voucher/ https://www.treatwell.co.uk/the-Treatwell-gift-voucher] for our current list). Please note that the list is subject to change at any time and Treatwell will not be responsible if a venue is a Treatwell Gift Voucher Partner on the date of purchase of a Treatwell Gift Voucher but is no longer a Treatwell Gift Voucher Partner on the attempted date of redeeming a Treatwell Gift Voucher. ## It will be at each Treatwell Gift Voucher Partner’s sole discretion whether they will allow: ### part redemption of a Treatwell Gift Voucher (against Products/Services costing less than the value of the Treatwell Gift Voucher) – in which case the difference between the amount that the Products/Services cost and the amount of the Treatwell Gift Voucher will be given to the customer in whichever form the Partner chooses (cash or credit note or other voucher); and/or ### redemption of the Treatwell Gift Voucher as part payment towards Products/Services which cost more than the value of the Treatwell Gift Vouchers – in which case the customer will need to pay the difference between the amount of the Treatwell Gift Voucher and the amount the Products/Services (by whichever method of payment the Partner accepts from time to time). ## Treatwell Gift Vouchers are delivered via Royal Mail ‘Signed For’ 1st Class™, and must be signed for upon receipt. Please refer to the Treatwell Gift Voucher page of the Website which will state what time orders must be placed by to guarantee the quickest delivery. ## All Treatwell Gift Vouchers are only valid for a specific listed period of time commencing from date of purchase and expiring six months later on the expiry date specified on the Treatwell Gift Voucher ("Redemption Period"). Except as set out at clause 7.7, failure to exchange or redeem any Treatwell Gift Voucher before the expiry of the Redemption Period will invalidate the Treatwell Gift Voucher. ## A Treatwell Gift Voucher will be invalidated if it has been damaged, tampered with, if the holographic strip is missing or damaged, or if it has been altered in any way. ## In certain circumstances you may be able to extend the Redemption Period of a Treatwell Gift Voucher by a further 6 months (for a cost of around £25). Please contact [mailto://customer.experience@treatwell.co.uk customer.experience@treatwell.co.uk] at least 5 working days prior to expiry of the Redemption Period of the relevant Treatwell Gift Voucher(s) to obtain full details and instructions. # '''Price and payment''' ## Prices and any applicable delivery and/or processing charges will be as quoted on the Website from time to time, but may be subject to change by Partners at any time. ## Prices include VAT where applicable unless it is stated otherwise on the relevant page in relation to the relevant Products/Services of the Website. ## Processing and delivery charges are liable to change at any time (in which case the Website will be updated accordingly, but changes will not affect Orders in respect of which you have already been sent an Order Confirmation prior to the date the change is published on the Website). ## The Website contains details of a number of Products/Services and it is possible that, despite Treatwell’s best efforts, some of the pricing and other information shown for certain Products/Services is incorrect. ## Unless it is available and you have opted for "Pay at Venue" (see clause 8.7 below), payment for all Products/Services must be made at the time of booking in pounds sterling by credit or debit card, using our online payment facility ("'''Payment Facility'''"). You will be responsible for protecting the confidentiality of your Website user ID and any password or other security information used by you to access your account on the Payment Facility. Any currency conversion costs or other charges incurred in making a payment will be borne by you in addition to the price due to us. ## Treatwell takes reasonable care to ensure that its Payment Facility is available and functioning at all times, but cannot guarantee continuous, uninterrupted or secure access to such Payment Facility, nor can we guarantee that the facility is virus or error free. We also try to ensure that your payments are processed promptly, but it is often difficult to predict the amount of time needed to complete processing because it is dependent upon many factors outside of our control, such as delays in the banking system or in card networks. Access to the Payment Facility may be occasionally restricted to allow for repairs, maintenance or the introduction of new facilities or services. We will attempt to provide reasonable notice of any scheduled interruptions to such Payment Facility and will do what we can to restore the facility as soon as reasonably possible. ## For certain Dated Booking Orders, there may be an option for you to make a "Pay at Venue" booking. This means that you can make the Order but then pay for it directly to the Partner at the time of the appointment (i.e., not paid for in advance on the Website). Please note, this is not available in all circumstances – this option will only appear if the Order and the Partner are eligible. ## Please note that when you make a "Pay at Venue" Order, you are still entering into a binding legal contract in respect of the Order and once your Order Confirmation is sent and the Contract has formed, you must pay the Partner in full when you (or the recipient of the Products/Services) attend the appointment. If you fail to show up to an appointment that you have not paid for you will still be liable to the Partner for the full amount due under the Contract, and in all cases the Contract will be subject to the relevant Partner Terms and Conditions. # '''Liability''' ## Where we have been negligent and/or breached a contractual obligation to you, we will be liable for any loss or damage you suffer as a result, as long as the loss and/or damage is foreseeable. Loss or damage is foreseeable if it is an obvious consequence of our negligence or breach of contract, or would have been considered by you and us to be a likely consequence of it at the time we entered into the Contract. ## We do not accept any liability for the following types of loss, whether caused by breach of contract, tort (including negligence) or otherwise, even if the loss is foreseeable: loss of income or revenue; loss of business; loss of profits; loss of anticipated savings; loss of data; or waste of management or office time. ## We do not exclude or limit our liability for death or personal injury arising from our negligence, for fraud or fraudulent misrepresentation, or for any other liability which cannot be excluded or limited under applicable law. # '''Our right to vary these Booking Terms and Conditions''' ## We may revise these Booking Terms and Conditions from time to time in the following circumstances: ### If we change the process for accepting payment from you; ### If there are changes in relevant laws and regulatory requirements; ### If there are any other changes to our business that reasonably means we need to amend these Booking Terms and Conditions. ## Every time you order Products/Services or Treatwell Gift Vouchers via the Website, the Booking Terms and Conditions in force at that time will apply to the Contract between you and us. ## Whenever we revise these Booking Terms and Conditions in accordance with this clause 10, we will keep you informed and give you notice of this by stating that these Booking Terms and Conditions have been amended and the relevant date at the top of this page. # '''General''' ## All communications and notices from you must be sent to Treatwell by email at [mailto://community@treatwell.co.uk community@treatwell.co.uk]. You may also contact us at: Treatwell, 1st Floor, 6 St Andrew Street, London EC4A 3AE. Treatwell may communicate and give notice to you via post, email or by posting notices on the Website. ## Please note our customer support hours are: 8am-8pm Monday to Saturday and 10am-6pm on Sundays and Bank Holidays (closed Christmas Day, Boxing Day and New Years’ Day). ## If any of these Booking Terms and Conditions are determined by a competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law. ## These Booking Terms and Conditions will be governed by and construed in accordance with the laws of England. You and we each agree that the English courts will have non-exclusive jurisdiction over any claim or dispute arising from, or related to, the ordering and/or supply of Products/Services via the Website.