Delivery

Belaqua Gift Packs are dispatched (in plain packaging), as soon as payment has been received and can be sent to you, to the recipient or to another address specified by you.

We charge a standard postage and packing fee of £2.95 per order and Gift Packs are sent by Royal Mail First Class Post to UK addresses. Please contact Customer Services if you would like to arrange delivery to an address outside of the UK.

If your Gift Pack needs to arrive urgently, we can arrange Royal Mail Guaranteed Next Day delivery. A signature will be required at the delivery address.

  • Gift Packs ordered Monday to Thursday before 3pm will be delivered the next working day (UK only)  - £7.50
  • Gift Packs ordered on a  Friday will be sent by Royal Mail Guaranteed Saturday Delivery - £9.50

We are unable to offer a Guarantee next day delivery service for orders placed on a Saturday or Sunday.

There is no postage and packaging fee for E-Vouchers.

E-Voucher are sent to your designated e-mail address as soon as payment has been received from you.

Booking

When you make your booking, Belaqua will confirm all the details of your reservation, including any treatments and accommodation to you in writing. You must take this Confirmation Letter with you on your spa day.

Attached to the bottom of your Confirmation Letter is a Confirmation Voucher, which will be retained by the spa when you attend your spa day. Your presentation pack gift Voucher will become invalid once your Confirmation Letter has been issued, as it is be superseded by your Confirmation Voucher.

If you have a Belaqua Simply Spa Day Voucher, you may upgrade it to any other Belaqua Simply Spa Day featured on the Belaqua website, subject to the payment of any difference in price.

It may not be possible to make any changes or upgrades to your Voucher if the spa break has already been booked with the venue.

All Simply Spend Gift Vouchers and Belaqua Bespoke Gift Vouchers are fully flexible and can be used to book any treatment, spa day, spa package or accommodation of equal value at any venue featured on the Belaqua website.

No refund will be give in the event that the packages or treatments you book are of a lesser value than the value of your Voucher

All treatments, packages and accommodation are offered subject to availability. We recommend that bookings are made a minimum of 4 weeks prior to your intended spa break to minimise the risk of disappointment. Bookings are not confirmed until you receive a Confirmation Letter from us.

Once a booking has been made with a venue, charges may apply should you wish to change or cancel your spa break. These charges vary from venue to venue and may mean you will lose your booking and the value of your Voucher completely if your allotted treatment times cannot be resold.

Each venue has its own terms and conditions with regards to booking and cancellation (available on request), and your participation is conditional upon your acceptance of these. Once you have made your booking your contract is between you and the supplier venue.

If you arrive late for any treatments the treatment may be curtailed or cancelled.

Any amendments to a confirmed booking will incur an administration charge.

Belaqua reserves the right to withdraw a venue, package or treatment at its own discretion. If Belaqua or the venue need to cancel or alter your spa break, accommodation or treatment you will be notified as soon as possible. We will endeavour to offer you an alternative date or venue.


Vouchers

Your gift pack Voucher is evidence of purchase for a treatment, spa break or accommodation. Gift vouchers are valid for 6 months from the date of purchase and the expiry date is printed on the reverse of your Voucher. You must redeem your Voucher with Belaqua before the expiry date or the Voucher will cease to be valid. If you contact Belaqua before your Voucher expires, you may extend the expiry date by a further 6 months subject to an administration fee of £25.00.

It may not be possible to extend your Voucher if it was issued for a date specific offer or promotion.

When you redeem your presentation pack Voucher or E-voucher, Belaqua will issue you with a new Voucher attached to your Confirmation Letter. This Confirmation Voucher forms part of your Confirmation Letter and will be for the value of your original Voucher plus any additional treatments or accommodation you may have purchased when you redeemed your presentation pack gift Voucher or E-Voucher.

If you lose your Voucher, we are unable to offer you an exchange or refund. Please treat your Voucher as though it were cash.

Belaqua will not be liable in the event of a Voucher being lost, damaged or stolen and take no responsibility for any loss you may incur as a result of impersonation or identity fraud.

Refunds

If you are unhappy with your Belaqua Gift Voucher, you may return it to us within 14 days of purchase to receive a full refund (excluding postage and packaging), providing no reservation has been made with the venue. In the event of a refund, the payment will be refunded directly to the customer who purchased the Voucher.

Once a reservation has been made, no refund will be offered for your spa break. However, if the reservation is cancelled outside the stipulated cancellation period and therefore not liable for cancellation charges, a voucher will be issued to the voucher holder which may be used against a future booking with Belaqua. The voucher will be for the value of the cancelled reservation less any applicable administration fee. The expiry date will remain the same as the original voucher purchased.

Complaints

If you are unhappy with any aspect of your spa day, please speak to the venue on the day so that they have the opportunity to resolve any problems before you leave. If your complaint cannot be resolved, let us know by writing to our Customer Services Department at customerservices@belaqua.co.uk

Please note that once a booking has been made, your contract is between you and the Supplier Venue. All complaints will be forwarded to the Supplier Venue in order that they have the opportunity to reply to the complainant and that any issues that have arisen during the spa day may be resolved as deemed appropriate by the Supplier Venue.

Restrictions

Some packages at some of the venues are limited to certain days of the week.

Spa breaks at certain venues are only available when booking an overnight stay. Please check the individual venue details for further information.

Some spas have a minimum age restriction. Please check at the time of booking if you think this may apply to any of the participants, as we cannot offer a refund once a booking has been confirmed.

All treatments are booked subject to medical status (please see contra-indications below) The suitability of the treatments you have booked will be re-confirmed on arrival at the venue. If you fail to notify us of a medical condition, which, in the therapists opinion, would prevent you from having your treatments, your Voucher will become invalid. Belaqua and the venue will endeavour to provide alternative treatments, however neither Belaqua nor the venue are under any duty to provide alternative treatments or a refund.

Contra-indications

All bookings made with the venue through Belaqua are made subject to medical status. You must tell us if you have undergone recent surgery, have high blood pressure, heart problems, cancer, a thyroid condition, epilepsy, have any allergies or a heart condition. We also need to know if you are pregnant, have varicose veins, a skin disorder or any other condition, which may impact on your health. If you have any medical problems, you need to let us know at the time of booking. If you fail to notify us of a medical condition, which prevents you from having your treatments, your Voucher will become invalid.

Exclusions of liability

Whilst we make every effort to monitor the service provided by the venue, we do not provide any warranty or guarantee as to the performance and safety standards of the venue. Any liability incurred by the customer or the Voucher recipient is the responsibility of the venue and not Belaqua. Belaqua shall not be liable for the death or personal injury of the customer, recipient of the Voucher or third party unless it is due to the negligence of Belaqua. Belaqua shall accept no liability for damage to property, consequential losses or expenses, which includes but is not limited to the loss of anticipated earnings, profits, goodwill, reputation, losses or expenses resulting from third party claims.

Accuracy

All information on venues has been provided and approved by each venue. Whilst every effort has been made to ensure its accuracy, Belaqua cannot be held responsible for any errors that may arise or changes that have occurred. All information is accurate to the best of our knowledge at the time of publication. However, we cannot be held responsible for changes that may occur from time to time.

Belaqua reserve the right to change prices without notice, subject to our informing the customer of the new price prior to confirmation of the booking. Belaqua reserves the right to discontinue packages at any spa venue at its own discretion.

Statutory Rights

Nothing in these Terms and Conditions will affect your statutory rights. These Terms and Conditions are subject to English Law, and all disputes shall be subject to the exclusive jurisdiction of the English courts.

Our Customer Services team are available to answer any queries you may have. Please call us or e-mail customerservices@belaqua.co.uk

General

Belaqua reserves the right to make changes to these Terms and Conditions at any time.