TERMS AND CONDITIONS OF SERVICE

1. DEFINITIONS

The following terms have these specific meanings:

  • 'experience’ refers to the packaged experiences advertised and sold by SpaDreaming Ltd and fulfilled by its partners. Packages will include a spa treatment, and may incorporate food and beverages, and accommodation.
  • ‘SpaDreaming.com’ is a website solely owned and operated by SpaDreaming Ltd.
  • ‘partner’ or ‘venue’ refer to SpaDreaming Ltd’s various spa/hotel partners who fulfil experiences and provide the related services.
  • ‘treatment’ refers to a spa treatment.
  • 'we', 'us' or 'our' refer to SpaDreaming Ltd.
  • 'you', 'your', ‘guest’ or ‘party’ refer to a potential or actual beneficiaries of an experience.

2. ACCURACY OF INFORMATION

SpaDreaming Ltd takes care to ensure that information and prices published on SpaDreaming.com are accurate. If we identify an error or omission following publication, for example if we learn that we have erroneously described the swimming pool in a given venue as heated, we will inform you prior to confirming your booking and the revised information will then form part of your contract. If an error or omission is discovered after your booking is made, we will always try to advise you prior to your visit.

Whilst we aspire to provide a flawless service, human error may arise with regards to the verbal information communicated to you. As such, these Terms and Conditions will always take precedence over any contradicting verbal information communicated to you.

3. DESCRIPTIONS OF VENUES PUBLISHED ON SPADREAMING.COM

The descriptions of the venues are based on observations from site visits and on the views of our partnerss. We are not always able to exercise control over all the components of the booked experience and it is possible that an advertised amenity may be withdrawn or changed due to various reasons such as renovation work, breakdown etc. We will advise you if we become aware of a major change however neither the venue nor SpaDreaming Ltd will accept liability for any loss of enjoyment, damage or inconvenience in such circumstances. Please note that photos on the website represent some of the treatment offered and may not relate to your booked treatments.

All guests are prompted to carefully review the venue descriptions provided on SpaDreaming.com for their booked experiences and to also review our partners’ websites to ensure they are familiar with the facilities and suitability of the services provided by the venue. SpaDreaming Ltd will not accept responsibility for any expectations or requirements of facilities that are not published on SpaDreaming.com.

4. PRICES PUBLISHED ON SPADREAMING.COM

All prices quoted on SpaDreaming.com are 'from prices' (lowest prices) and are ‘per person’ based on a single experience. All prices are subject to change depending on availability. If we are informed of a price adjustment by a partner in the process of confirming the availability of your selected experience, we will inform you of this prior to finalising your booking. Price adjustments that occur after a booking has been completed will not impact upon the price of the completed booking.

5. SPADREAMING LTD’S PAYMENT TERMS

Full payment is due at the time of booking booking for bookings of up to 5 individuals. For group bookings of more than 5 individual, a 10% non-refundable deposit is due at the time of booking. Group bookings must be paid for by one individual and cannot be paid for separately.

6. ACCEPTED FORMS OF PAYMENTS

SpaDreaming Ltd accepts the following forms of payment:

  • Mpesa – Payment made via the Mpesa mobile money transfer service will carry a 0.5% transaction charge.
  • Visa, MasterCard – Payments made by debit or credit card will carry a 3.63% transaction charge.
  • Bank transfers are acceptable for experiences exceeding KSH50,000.

7. CANCELLATIONS AND AMENDMENTS

Booked experiences are non-refundable upon cancellation. Should a guest be unable to participate in an experience on a booked date, provided 48hrs prior to the date of your scheduled experience, we will endeavour to rebook your experience on an alternative date. A reduction in the number of booked guests will result in a loss of monies paid. A booked party can however substitute members of the party for other individuals at no additional cost provided such substitution does not require a change to the booked experience. Should a partner inform us that they have cancelled your booked experience, we will contact you with the aim to provide a comparable alternative experience offered by the same venue that satisfies your requirements. If an agreeable alternative cannot be provided, you will be refunded the full cost of the experience. All booked experiences are subject to SpaDreaming’s cancellation policy and partners’ cancellation policies will not apply. SpaDreaming Ltd reserves the right to correct errors after bookings have been confirmed.

8. BOOKING CONFIRMATION

Upon receipt of your payment, we will email confirmation of your booking. Please check the confirmation carefully to make sure that all your booking details are all correct. Contact SpaDreaming Ltd if your confirmation appears to be incorrect or incomplete and we will endeavour to make the required changes. SpaDreaming Ltd is unable to and will not accept liability for any errors and omissions that are not highlighted to us prior to arrival, and the guest remains responsible for any additional costs or changes that occur as a result.

Please take your booking confirmation email with you when you attend the experience. If you do not carry this document with you then you run the risk of not being able to participate in your experience, or may have payment demanded again. It is the recommended that guests contact the venue to re-confirm treatment times.

Please note that your booking with SpaDreaming Ltd only includes the experience set out in your booking confirmation. All extras consumed on site such as additional treatments, food and beverages, entertainment, transport etc. must be paid for by you.

9. PARTNER INFORMATION

Please arrive at the venue at least 30 minutes before the scheduled start time of your treatments. Arriving late may mean you miss your appointment that may prevent you from being able to participate in all elements of your booked experience. Venues reserve the right to alter confirmed treatment times and on occasions this can occur without prior notice to the guest or SpaDreaming Ltd. Where notification of an enforced change has been provided to us, we will assist as best we can to find a suitable alternative, although such changes do not entitle you to cancel treatment or constitute any entitlement to a refund. It is the recommended that guests contact the venue to re-confirm treatment times.

SpaDreaming Ltd does not accept any responsibility in any ruling by the venue if you or any of your group is unable to use the leisure facilities or receive spa treatments due to inappropriate attire.

Unless specifically advertised, experiences are restricted to guests over the age of 18.

All bookings will be subject to the venue's own terms & conditions whilst at the venue.

10. EXPERIENTIAL GIFT VOUCHER

An experiential gift voucher can be redeemed against the same experience featured on SpaDreaming.com. If the package has been withdrawn prior to the expiration of the voucher, the value of the voucher can be redeemed against any other package featured on SpaDreaming.com. If an alternative package is selected and the full voucher value is not redeemed, the residual value can be used to purchase another experience on SpaDreaming.com provided the voucher is used by the expiry date. Please note that all packages are subject to availability and prices are subject to change.

All gift vouchers are valid for 6 months and are non-refundable. Vouchers must be redeemed prior to their expiry date although the booking arrival date can fall beyond this date. The expiry date is clearly stated on the voucher and is non-negotiable. In case the voucher is not redeemed before the expiry date, SpaDreaming Ltd will cancel the voucher and retain the unredeemed sum.

The contract underling all vouchers is between you and SpaDreaming Ltd however fulfilment of the experience is by undertaken by our partners. Vouchers cannot be redeemed directly with any of our partners. To redeem a voucher, please book online or contact SpaDreaming.com on 0780 638 463 or by email at [email protected] providing your booking request details, contact information and the voucher’s unique identification code. Experiential gift vouchers cannot be used in conjunction with any other offers and cannot be applied retrospectively.

In the event of a voucher is lost, SpaDreaming Ltd may issue a new voucher subject to proof of purchase.

11. MONETARY GIFT VOUCHER

A monetary gift voucher can be redeemed against any experience featured on SpaDreaming.com. If the full voucher value is not redeemed in a single booking, the residual value can be used to purchase another experience on SpaDreaming.com provided the voucher is used by the expiry date. Please note that all packages are subject to availability and prices are subject to change.

All gift vouchers are valid for 6 months and are non-refundable. Vouchers must be redeemed prior to their expiry date although the booking arrival date can fall beyond this date. The expiry date is clearly stated on the voucher and is non-negotiable. In case the voucher is not redeemed before the expiry date, SpaDreaming Ltd will cancel the voucher and retain the unredeemed sum.

The contract underling all vouchers is between you and SpaDreaming Ltd however fulfilment of the experience is by undertaken by our partners. Vouchers cannot be redeemed directly with any of our partners. To redeem a voucher, please book online or contact SpaDreaming.com on 0780 638 463 or by email at [email protected] providing your booking request details, contact information and the voucher’s unique identification code. Monetary gift vouchers cannot be applied retrospectively.

In the event of a voucher is lost, SpaDreaming Ltd may issue a new voucher subject to proof of purchase.

12. DISCOUNT COUPON CODES

Promotional and customer service discount coupon codes cannot be used in conjunction with any other offers and only one coupon code may be redeemed per booking.

Discount coupon codes must be applied at the time of booking and cannot be applied retrospectively.

13. MEDICAL, DIETARY AND OTHER SPECIAL REQUIRMENTS

Due to the nature of some of the spa experiences offered by SpaDreaming Ltd, participating in certain treatment or activities may be harmful to your health. Guests must notify the sales consultant of any relevant medical conditions at the time of the booking. Guests must also inform a representative at the venue of any medical conditions likely to affect them before commencing any treatments or potential risk activity.

For packages that include food and/or beverages, you must advise us of any special requests or dietary requirements at the time of booking. Whilst we are happy to inform the venue of these requirements, we cannot guarantee that they will be accommodated. It is the recommended that any requirements also be highlighted upon arrival at the venue.

14. LIABILITY AND COMPLAINTS PROCEDURE

Whilst SpaDreaming Ltd makes every effort to monitor the experience fulfilled by all our partners, we cannot provide any warranty or guarantee regarding venues’ performance or safety standards. Any liability incurred by a guest or third party caused by the venue’s negligence is the responsibility of the venue and not SpaDreaming Ltd. SpaDreaming Ltd shall not be liable for the death or personal injury of a guest or third party, while participating in any treatment or activity provided by the venue. SpaDreaming Ltd shall bear no liability for damage to property, consequential loss or expenses suffered, which includes but is not limited to loss of anticipated earnings, profits, goodwill, reputation, business receipts or contracts, losses or expenses, resulting in third party claims.

If you have a complaint or experience any problems during your experience, please bring it to the attention of the therapist or relevant supervisor immediately. Depending on the nature of your complaint, we recommend that you speak to the General Manager. If you do not reach an acceptable resolution to your complaint, please notify us in writing by email within two weeks.

Complaints by e-mail should be sent to: [email protected]

Please note that due to the investigative process in dealing with any complaints, these cannot be dealt with over the phone. We allow up to 28 days from the date of receipt to provide a response and any details of an appropriate resolution to you. Please note that any assistance provided in resolving a complaint raised in respect of your experiences at the booked venue, is provided on a goodwill basis. It will always remain the responsibility of the venue to agree and accept liability if appropriate, and to provide any concession or refunds as they see fit. SpaDreaming Ltd will not accept to influence their decisions in this regard.

If you have a complaint concerning the services provided by SpaDreaming Ltd, you must also inform us in writing within 28 days of the date or your experience. We regret we cannot accept any liability if we are not so notified. Our maximum liability to you if we are found to have been at fault in relation to any service we provide is limited to cost of your booking with SpaDreaming Ltd.

You accept full liability for any damage or loss caused to the venue by you or any member of your party.

15. FORCE MAJEURE

SpaDreaming Ltd will not be liable for additional expenses incurred through travel delay, Acts of God, force majeure or events beyond our control. Force majeure is unusual and unforeseeable circumstances beyond our control such as war or threat of war, riots, civil unrest, terrorist activity, industrial disputes, natural disaster, fire or adverse weather conditions. This also applies to the liability of our partners.

16. APPLICABLE LAW

These terms and conditions are subject to the laws of Kenya. Nothing in these terms and conditions affects your, our or partners’ statutory rights.

17. PRIVACY POLICY

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