1. Bookings and Payments

1.1 Deposit Policy

• A 50% deposit is required at the time of booking to secure your appointment. This deposit is non-refundable unless the cancellation terms outlined in Section 2 are met. This is non negotiable, If paying with a voucher, the full voucher code that covers at least 50% of the treatment cost must be given at the time of booking. In the event a deposit is not made, Laurabella reserves the right to cancel bookings and deny access. Laurabella has sole discretion on the terms and amount of deposit that may be required for booking. Frequent no-shows or lateness may eventually require a full deposit.

• For bookings made less than 24 hours in advance, full payment is required upfront. This treatment therefore becomes non-refundable.

1.2 Payment Completion

• Full payment for your booking must be made on or before the day of your appointment. Payments can be made via cash, card, or any other accepted methods. We do also accept AMEX.

1.3 Special Offers and Discounts

• Discounts or promotional offers cannot be combined unless explicitly stated.

• Gift vouchers may only be used for their intended purpose and cannot be exchanged for cash.

2. Cancellation Policy

2.1 Standard Bookings

• Cancellations or reschedules are permitted up to 24 hours before the appointment in ALL CIRCUMSTANCES! We can not make exceptions due to the nature of our staffing and the loss of time and product from the scheduled therapist.

2.2 Extended Bookings

• For appointments over the value of £300 or those requiring more than 3 hours of therapist time, a minimum of 7 days’ notice is required for cancellation or rescheduling.

• Failure to provide sufficient notice will result in the loss of the deposit and may incur additional charges if products or resources were pre-allocated.

2.3 No-Show Policy

• Failure to attend your appointment without prior notice will result in the loss of your deposit and you will be required to pay the remaining balance of the cost of your appointment by phone or on your next visit. Failure to do so will result in your account being banned until the account total is paid.

3. Alcohol Policy

3.1 Bringing Alcohol

• Guests are welcome to bring their own alcohol to enjoy during their visit, provided it is consumed responsibly and in moderation.

3.2 Excessive Consumption

• Excessive drinking that results in disruptive, disrespectful, or unsafe behaviour will not be tolerated. In such cases, Laurabella reserves the right to immediately end the spa day or session without a refund.

3.3 Health and Safety

• Guests who appear visibly intoxicated may be restricted from using certain facilities (e.g., hot tubs or saunas) or participating in treatments for their own safety.

4. Hot Tub Usage

4.1 Age Restriction

• For health and safety reasons, the use of the hot tub is restricted to individuals aged 12 and over. Children under this age will not be permitted to use the facility unless agreed with a member of managing staff.

4.2 User Guidelines

• Guests are required to shower before entering the hot tub to maintain hygiene standards.

• Any misuse of the hot tub, including excessive splashing, inappropriate behavior, or ignoring staff instructions, may result in the termination of the session without a refund.

4.3 Health Considerations

• Guests with certain medical conditions (e.g., heart issues, high blood pressure, or pregnancy) are advised to consult a doctor before using the hot tub.

• Laurabella reserves the right to deny access if it is deemed unsafe for the individual or others.

5. Children’s Parties

5.1 Availability

• Laurabella hosts children’s parties exclusively on Sundays to ensure the availability of facilities and staff dedicated to these events.

5.2 Parental Supervision

• A parent or guardian must be present throughout the duration of the party to assist with supervision and ensure compliance with spa rules. We ask that the spa is NEVER used as a pick up or drop off location to avoid overcrowding. we also ask that no more than 2 responsible parents or guardians are present. The supervising adult is welcome to enjoy our relaxation room and hot drinks facilities during this time but must remain in the spa area.

5.3 Activities and Behaviour

• Activities will be tailored to the age group of the children, and all participants are expected to follow instructions from staff to ensure their safety and enjoyment.

• Any child behaving disruptively may be asked to sit out or leave the event.

6. Arrival and Late Policy

6.1 Arrival Times

• Clients are encouraged to arrive at least 15 minutes before their scheduled appointment to complete paperwork, change, or prepare for their treatment.

• For group bookings, all members of the group must arrive together or notify reception of delays.

6.2 Late Arrivals

• Clients arriving late will still be charged the full amount of their session, and the treatment time may be shortened to avoid inconveniencing other clients.

7. Health and Safety

7.1 Health Declaration

• It is the client’s responsibility to disclose any medical conditions, allergies, or injuries during booking or prior to treatment. This includes pregnancy or recent surgeries.

7.2 Treatment Modifications

• Laurabella may modify treatments based on the client’s health status to ensure their safety. For example, certain massages may not be suitable for clients with chronic pain or injuries. Please double check the details of your treatment with a member of staff before if you feel there may be adjustments needed

7.3 Cleanliness and Hygiene

• Laurabella adheres to strict hygiene standards. Guests are expected to follow guidelines, including hand washing or sanitisation when necessary.

8. Gift Vouchers, Courses & Memberships

8.1 Gift Voucher Validity

• Gift vouchers are valid for one year from the date of purchase and can be redeemed for any service or product, including spa days. Gift vouchers can not be used against acupuncture, sound therapy or reflexology treatments.

• Lost or stolen vouchers cannot be replaced unless agreed with a managing member of staff.

• Gift Vouchers can not be refunded but can be transferred to another email address with approval from a managing member of staff

8.2 Membership Terms

• Membership benefits (e.g., discounts or spa day access) are valid only for the named member and cannot be shared or transferred.

8.3 Course Terms

Courses are booked in blocks of nine (with the ninth being free) and can be paid for either in half or in full at the time of purchase. Courses are non-refundable and cannot be exchanged for other treatments or vouchers. Courses are also specific to Laurabella staff only, we unfortunately can not provide courses for a mixture of our employed and self-employed therapists.

9. Spa Conduct

9.1 Respectful Behaviour

• All clients are expected to treat staff and other guests with respect. Abusive or inappropriate behaviour will result in immediate termination of the session, and no refund will be issued.

9.2 Tranquility

• Laurabella is a relaxation-focused environment. Noise should be kept to a minimum, and mobile phones must be set to silent mode or turned off.

10. Liability

10.1 Personal Belongings

• Laurabella is not responsible for the loss, theft, or damage of personal items. Guests are encouraged to use lockers where available.

10.2 Use of Facilities

• Clients use all facilities, including the hot tub and relaxation areas, at their own risk. Laurabella accepts no liability for accidents or injuries resulting from misuse or failure to follow guidelines.

10.3 Data Handling: We use Phorest as our booking system. Phorest holds all the information collected for online bookings, including relevant card details. As part of our booking terms of service, a deposit is required, and customers must agree to have this information stored in case of a late cancellation or no-show. We never share any of your personal data; it is all held securely by Phorest.

11. Amendments to Terms

11.1 Policy Updates

• Laurabella reserves the right to amend these Terms of Service at any time. Updated terms will be displayed on our website and at reception.

10. Treatment-Specific Terms

• Waxing: Clients should inform Laurabella staff of any allergies, skin sensitivities, or recent skin treatments (e.g., peels, microdermabrasion) before waxing services. Laurabella is not responsible for adverse reactions due to undisclosed conditions.

• Eye Treatments (Tinting and Perming): A patch test is required at least 24 hours before your first tinting or perming treatment. Clients must inform staff of any eye conditions or sensitivities. Laurabella is not responsible for adverse reactions due to undisclosed conditions.

• Massage and Facials: Clients should disclose any medical conditions, allergies, or skin sensitivities before treatment. Laurabella is not responsible for adverse reactions due to undisclosed conditions. Pregnant clients should consult their doctor before booking a massage or facial treatment.

9. Contact Information

For any queries or concerns regarding these terms, please contact us at:

Laurabella Ltd.
Phone: 01635 291211
Email: kingsclere@laurabella.co.uk