Terms & Conditions

Vouchers

 Membership Vouchers

Membership Vouchers are valid for 12 months from the date of activation.  Activation must take place within the first 3 months of the voucher issue date.

Spa Experience Vouchers

Spa Experience vouchers are valid for 12 months from date of purchase (unless otherwise stated).

Monetary Vouchers

Monetary Vouchers can be used for payment on all products and services at Nirvana Spa. Please note that non-members may only use monetary vouchers in conjunction with Day and Evening Spa Experience packages. Lost vouchers cannot be replaced. Monetary vouchers are non-refundable. Monetary vouchers are valid for 24 months from date of purchase (unless otherwise stated). 

Bookings and Cancellations

Age Policy

All visitors to Nirvana Spa shall be at least sixteen years of Age.

Spa Experience Packages

All cancelled or rescheduled bookings with more than 48 hours notice will be subject to a 10% cancellation fee. If less than 48 hours notice of cancellation or reschedule is given you will be charged up to 100% of the total booking fee.

Membership and Guest Bookings

Please be aware we require cancellation notice the day prior to your booking.  If cancellation notice is not received and we are unable to re-allocate the space, your membership visit will be forfeited and guests’ visits will be charged at the full fee, applied to your membership account.

Treatment Bookings

We hold your appointments just for you and ask that you give 24 hours’ notice of cancellation.  Where no notice or less than 24 hours’ notice is given, the entire booked treatment charge will apply, unless we have been able to reallocate your space to another client.  In the event you are late for your treatment, your therapist will complete as much of the treatment as possible in the time remaining and the entire treatment charge will apply.

Wellness Suite Group Experiences

Due to the popularity of the group experiences we charge a £5 non-attendance. Please call 0118 9897560 to cancel your booking.

Treatments

Treatment Etiquette

Treatments may be subject to change and will be confirmed upon your arrival. Due to the popularity and demand of our treatments, we recommend that any additional treatments are pre-booked.

  • All treatment times are approximate and include a consultation and aftercare advice.
  • Please check in at Treatment Reception at least five minutes before your treatment time.
  • Please ensure that you inform your therapist if you are too hot/cold, if your position is not comfortable or the therapist’s pressure is not enjoyable. We will try to adjust techniques to suit you.
  • We have both male and female therapists conducting treatments.
  • Please remove contact lenses and make-up prior to a facial treatment.
  • No jewellery should be worn when attending any treatment. We do not accept any responsibility for lost jewellery.
  • We advise you not to use the heat facilities or swimming pools for at least two hours after the application of nail polish. Please ensure you bring open-toed shoes or flip flops if you are booked for a pedicure treatment.
  • Geleration Removal appointments can only be carried out if you are wearing Jessica Geleration and we will not perform this on any other brand.
  • A complimentary robe can be collected from Main Reception. Please change into dry swimwear prior to your treatment.

Medical Guidelines

If you are currently undergoing any long-term medical treatment or on-going medical care, taking any form of medication or you have a condition that is not controlled, then please seek advice from your specialist before any treatments. If there is something you wish to discuss further with us please email [email protected]

Cancer

We have worked very closely with a medical advisor to ensure there is always a treatment for those who need one and we are proud to be in the position to be able to offer treatments to those who have been affected by cancer no matter what stage of their journey. If you are currently receiving medical care for cancer, then please refer to our Wellness Treatments by Germaine De Capuccini. If you are in remission/all clear then you may choose any treatment from the treatment menu providing you have not been recommend by your health care professional to avoid having beauty treatments.

When making your booking, please note that if you have had recent surgery, we are unable to work over the affected area for a 6 month period.

Allergies

Please make us aware prior to arrival (at the point of booking) if you have any allergies, to ensure we have time to tailor your treatment specifically to you. Occasionally we may recommend you change your treatment to an alternative but where possible the allergens which have been highlighted will be omitted from the treatment. We cannot guarantee against reactions, as the products may be made in factories where that ingredient is used.

Pregnancy

We are unable to perform treatments in the first 12 weeks of pregnancy. After this time we are happy to carry out our pregnancy safe treatments.

Cosmetic procedures

Microblading/Semi Permanent eyebrow make up: Please leave a period of 6 weeks from this procedure being undertaken prior to booking a treatment on this area.

Botox: Please leave 14 days from this procedure prior to booking a treatment on this area.

Fillers: Please leave 14 days from this procedure prior to booking a treatment on this area.

All Membership Terms & Conditions

Full Membership - Key Information

Spa Club 3 - Key Information

Spa Club 6 Evening - Key Information

Gym 108 - Key Information

Spa Retreat Membership - Key Information

Website and Online Product Sales

This page (together with our Privacy Policy) tells you information about us and the legal terms and conditions (Terms) on which we sell any of the products and vouchers which you can redeem in full payment for the use of our spa facilities (Products) listed on our website (our site) to you.

These Terms will apply to any contract between us for the sale of Products to you (Contract). Please read these Terms carefully and make sure that you understand them, before ordering any Products from our site.  Please note that before placing an order you will be asked to agree to these Terms. If you refuse to accept these Terms, you will not be able to order any Products from our site.

You should print a copy of these Terms or save them to your computer for future reference.

We amend these Terms from time to time as set out in clause 6. Every time you wish to order Products, please check these Terms to ensure you understand the terms which will apply at that time. These Terms were most recently updated on 31/10/2014.

These Terms, and any Contract between us, are only in the English language.

  1. Information about us

1.1 We operate the website nirvanaspa.co.uk. We are Nirvana Spa & Leisure Limited, a company registered in England and Wales under company number 1016625 and with our registered office at Mole Road, Sindlesham, Wokingham, Berkshire, RG41 5DJ.  Our main trading address is Mole Road, Sindlesham, Wokingham, Berkshire, RG41 5DJ.  Our VAT number is 115106953.

1.2 Contacting us if you are a consumer:

(a) To cancel a Contract in accordance with your legal right to do so as set out in clause 7, you just need to let us know that you have decided to cancel.  You can contact our Customer Services team by telephone on 0118 989 7575 or by post to Customer Services, Mole Road, Sindlesham, Wokingham, Berkshire, RG41 5DJ.  If you are emailing us or writing to us please include details of your order to help us to identify it. If you send us your cancellation notice by e-mail or by post, then your cancellation is effective from the date you send us the e-mail or post the letter to us.

(b) If you wish to contact us for any other reason, including because you have any complaints, you can contact us by telephoning our customer service team at 0118 989 7575.

(c) If we have to contact you or give you notice in writing, we will do so by e-mail or by pre-paid post to the address you provide to us in your order.

  1. Our Products

2.1 The images of the Products on our site are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer’s display of the colours accurately reflect the colour of the Products. Your Products may vary slightly from those images.

2.2 Although we have made every effort to be as accurate as possible, all sizes, weights, capacities, dimensions and measurements indicated on our site have a 2% tolerance.

2.3 The packaging of the Products may vary from that shown on images on our site.

  1.  How we use your personal information

We only use your personal information in accordance with our Privacy Policy. Please take the time to read our Privacy Policy, as it includes important terms which apply to you.

  1. If you are a consumer

This clause 4 only applies if you are a consumer.

If you are a consumer, you may only purchase Products from our site if you are at least 18 years old.

  1. How the contract is formed between you and us

5.1 Our shopping pages will guide you through the steps you need to take to place an order with us. Our 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 page of the order process.

5.2 After you place an order, you will receive an e-mail from us acknowledging that we have received your order.  However, please note that this does not mean that your order has been accepted and we reserve the right not to accept your order without giving reason.  Our acceptance of your order will take place as described in clause 5.3.

5.3 We will confirm our acceptance to you by sending you an e-mail (Order Receipt).  The Contract between us will only be formed when we send you the Order Receipt.

5.4 If we are unable to supply you with a Product, for example because that Product is not in stock or no longer available or because we cannot meet your requested delivery date or because of an error in the price on our site as referred to in clause 10.5, we will inform you of this by e-mail and we will not process your order. If you have already paid for the Products, we will refund you the full amount including any delivery costs charged as soon as possible.

  1. Our right to vary these Terms

6.1 We amend these Terms from time to time. Please look at the top of this page to see when these Terms were last updated and which Terms were changed.

6.2 Every time you order Products from us, the Terms in force at the time of your order will apply to the Contract between you and us.

6.3 We may revise these Terms as they apply to your order from time to time to reflect the following circumstances:

(a) changes in relevant laws and regulatory requirements; and (b) any changes in the supply or sourcing of the Products which you have ordered from our site.

6.4 If we have to revise these Terms as they apply to your order, we will contact you to give you reasonable advance notice of the changes and let you know how to cancel the Contract if you are not happy with the changes. You may cancel either in respect of all the affected Products or just the Products you have yet to receive. If you opt to cancel, you will have to return (at our cost) any relevant Products you have already received and we will arrange a full refund of the price you have paid, including any delivery charges.

  1. Your consumer right of return and refund

This clause 7 only applies if you are a consumer.

7.1 If you are a consumer, you have a legal right to cancel a Contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 during the period set out below in clause 7.3. This means that during the relevant period if you change your mind or decide for any other reason that you do not want to receive or keep a Product, you can notify us of your decision to cancel the Contract and receive a refund. Advice about your legal right to cancel the Contract is available from your local Citizens’ Advice Bureau or Trading Standards office.

7.2  However, this cancellation right does not apply in the case of:

(a) sealed Products which are not suitable for return due to health protection or hygiene reasons if they are unsealed after you receive them (b) any Products which become mixed inseparably with other items after their delivery.

7.3 Your legal right to cancel a Contract starts from the date of the Order Receipt (the date on which we e-mail you to confirm our acceptance of your order), which is when the Contract between us is formed. Your deadline for cancelling the Contract then depends on what you have ordered and how it is delivered, as set out in the table below:

Your Contract End of the cancellation period
Your Contract is for a single Product (which is not delivered in instalments on separate days). The end date is the end of 14 days after the day on which you receive the Product.

Example: if we provide you with an Order Receipt on 1 January and you receive the Product on 10 January you may cancel at any time between 1 January and the end of the day on 24 January.

Your Contract is for either of the following:

•one Product which is delivered in instalments on separate days.

•multiple Products which are delivered on separate days.

The end date is 14 days after the day on which you receive the last instalment of the Product or the last of the separate Products ordered.

Example: if we provide you with an Order Receipt on 1 January and you receive the first instalment of your Product or the first of your separate Products on 10 January and the last instalment or last separate Product on 15 January you may cancel in respect of all instalments and any or all of the separate Products at any time between 1 January and the end of the day on 29 January.

7.4 To cancel a Contract, you just need to let us know that you have decided to cancel.

You can e-mail us or contact us by post to Mole Road, Sindlesham, Wokingham, Berkshire, RG41 5DJ.  If you are e-mailing us or writing to us please include details of your order to help us to identify it. If you send us your cancellation notice by e-mail or by post, then your cancellation is effective from the date you send us the e-mail or post the letter to us. For example, you will have given us notice in time as long as you get your letter into the last post on the last day of the cancellation period or e-mail us before midnight on that day.

7.5 If you cancel your Contract we will:

(a) refund you the price you paid for the Products. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop (b) refund any delivery costs you have paid, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer (c) make any refunds due to you as soon as possible and in any event within the deadlines indicated below:

(i) if you have received the Product and we have not offered to collect it from you: 14 days after the day on which we receive the Product back from you or, if earlier, the day on which you provide us with evidence that you have sent the Product back to us.  For information about how to return a Product to us, see clause 7.8; (ii) if you have not received the Product or you have received it and we have offered to collect it from you: 14 days after you inform us of your decision to cancel the Contract.

7.6 If you have returned the Products to us under this clause 7 because they are faulty or mis-described, we will refund the price of the Products in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the item to us.

7.7 We will refund you on the credit card or debit card used by you to pay. If you used vouchers to pay for the Product we may refund you in vouchers.

7.8 If a Product has been delivered to you before you decide to cancel your Contract:

(a) then you must return it to us without undue delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel the Contract. You can either send it back, return it to us in-store or use a secure postal service which guarantees safe delivery; (b) unless the Product is faulty or not as described (in this case, see clause 7.6), you will be responsible for the cost of returning the Products to us.

7.9 Because you are a consumer, we are under a legal duty to supply Products that are in conformity with this Contract. As a consumer, you have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by your right of return and refund in this clause 8 or anything else in these Terms. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.

  1. Delivery

8.1 We will aim to process orders within 3 working days after the date of the Order Receipt (the date on which we e-mail you to confirm our acceptance of your order) and we aim to deliver the Products within a reasonable period of time, but, in any event, within 30 days after the date of Order Receipt. Occasionally our delivery to you may be affected by an Event Outside Our Control. See clause 14 for our responsibilities when this happens.  If the Products are not delivered to you within 7 working days, you must notify us in writing by contacting us as provided for in clause 1.2.

8.2 If no one is available at your address to take delivery, a note will be left to notify you where they have been delivered.

8.3 Delivery of your order shall be completed when we deliver the Products to the address you gave us and the Products will be your responsibility from that time.

8.4 You own the Products once we have received payment in full, including all applicable delivery charges.

This clause 8.4 only applies if you are a consumer.

8.5 If we miss the 30 delivery deadline for any Products then you may cancel your order straight away if any of the following apply:

(a) we have refused to deliver the Products; (b) delivery within the delivery deadline was essential (taking into account all the relevant circumstances); or (c) you told us before we accepted your order that delivery within the delivery deadline was essential.

8.6 If you do not wish to cancel your order straight away, or do not have the right to do so under clause 8.5, you can give us a new deadline for delivery, which must be reasonable, and you can cancel your order if we do not meet the new deadline.

8.7 If you do choose to cancel your Order for late delivery under clause 8.5 or clause 8.6, you can do so for just some of the Products or all of them, unless splitting them up would significantly reduce their value. If the Products have been delivered to you, you will have to return them to us or allow us to collect them, and we will pay the costs of this. After you cancel your order we will refund any sums you have paid to us for the cancelled Products and their delivery.

  1. No international delivery

9.1 Unfortunately, we do not deliver to addresses outside the UK.

9.2 You may place an order for Products from outside the UK, but this order must be for delivery to an address in the UK.

  1. Price of products and delivery charges

10.1 The prices of the Products will be as quoted on our site at the time you submit your order. We take all reasonable care to ensure that the prices of Products are correct at the time when the relevant information was entered onto the system. However please see clause 10.5 for what happens if we discover an error in the price of Product(s) you ordered.

10.2 Prices for our Products may change from time to time, but changes will not affect any order you have already placed.

10.3 The price of a Product includes VAT (where applicable) at the applicable current rate chargeable in the UK for the time being. However, if the rate of VAT changes between the date of your order and the date of delivery, we will adjust the VAT you pay, unless you have already paid for the Products in full before the change in VAT takes effect.

10.4 The price of a Product does not include delivery charges. Our delivery charges are as advised to you during the check-out process, before you confirm your order. To check relevant delivery charges, please refer to our Delivery Charges page.

10.5 Our site contains a large number of Products. It is always possible that, despite our reasonable efforts, some of the Products on our site may be incorrectly priced. We will normally check prices as part of our dispatch procedures so that:

(a) where the Product’s correct price is less than the price stated on our site, we will charge the lower amount when dispatching the Products to you. However, if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as a mispricing, we do not have to provide the Products to you at the incorrect (lower) price; and (b) if the Product’s correct price is higher than the price stated on our site, we will contact you as soon as possible to inform you of this error and we will give you the option of continuing to purchase the Product at the correct price or cancelling your order. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing.

  1. How to pay

11.1 You can only pay for Products using a debit card or credit card. We accept all major credit and debit cards except for American Express.

11.2 All credit and debit card payments will be subject to validation checks and authorisation by the card issuer.  If the card issuer refuses to authorise payment, we shall not be responsible for failure to deliver the Products to you.

11.3 Payment for the Products and all applicable delivery charges is in advance.

  1. Manufacturer guarantees

12.1 Some of the Products we sell to you come with a manufacturer’s guarantee. For details of the applicable terms and conditions, please refer to the manufacturer’s guarantee provided with the Products.

12.2 If you are a consumer, a manufacturer’s guarantee is in addition to, and does not affect, your legal rights in relation to Products that are faulty or not as described. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.

12.3  Not applicable anything of this nature which is rare is dealt with individually.

  1. Our liability if you are a consumer

This clause 13 only applies if you are a consumer.

13.1 If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into the Contract.

13.2 We only supply the Products for domestic and private use. You agree not to use the product for any commercial, business or resale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

13.3 We do not in any way exclude or limit our liability for:

(a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; (c) any breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession); (d) any breach of the terms implied by section 13 to 15 of the Sale of Goods Act 1979 (description, satisfactory quality, fitness for purpose and samples); and (e) defective products under the Consumer Protection Act 1987.

  1. Events outside our control

14.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by an Event Outside Our Control. An Event Outside Our Control is defined below in clause 14.2.

14.2 An Event Outside Our Control means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.

14.3 If an Event Outside Our Control takes place that affects the performance of our obligations under a Contract:

(a) we will contact you as soon as reasonably possible to notify you; and (b) our obligations under a Contract will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control.

Where the Event Outside Our Control affects our delivery of Products to you, we will arrange a new delivery date with you after the Event Outside Our Control is over.

14.4  You may cancel a Contract affected by an Event Outside Our Control which has continued for more than 30 days. To cancel please contact us. If you opt to cancel, you will have to return (at our cost) any relevant Products you have already received and we will refund the price you have paid, including any delivery charges.

  1. Other important terms

15.1 We may transfer our rights and obligations under a Contract to another organisation, but this will not affect your rights or our obligations under these Terms.

15.2 You may only transfer your rights or your obligations under these Terms to another person if we agree in writing.

15.3 This Contract is between you and us. No other person shall have any rights to enforce any of its terms, whether under the Contracts (Rights of Third Parties) Act 1999 or otherwise.

15.4 Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.

15.5  If we fail to insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.

15.6 If you are a consumer, please note that these Terms are governed by English law. This means a Contract for the purchase of Products through our site and any dispute or claim arising out of or in connection with it will be governed by English law. You and we both agree that the courts of England and Wales will have non-exclusive jurisdiction. However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.

Spa Points

Welcome to Spa Points

The Spa Points Scheme is a unique benefit which runs alongside your Spa Club* membership. Quite simply, we award your membership with Spa Points whenever you miss a visit. So, if you are unable to take all your visits you will accrue Spa Points which can then be redeemed in exchange for products and services available from Nirvana Spa.

*Only applies to Spa Club 6 and Spa Club 12 memberships

Benefits of Spa Points

The Spa Points Scheme allows you the flexibility to manage your membership and gives you the opportunity to choose how your allocated number of visits can suit your lifestyle, whether it is by using all your visits to the Spa or to redeem accrued points against treatments and products or to treat a friend to a visit at the Spa.

Collecting Spa Points

Spa Points are not purchased by you.  They are awarded solely at the discretion of Nirvana Spa & Leisure Ltd, in exchange for unused Spa Club visits.  They have no cash value and may not be redeemed for cash.  The Spa Points Scheme may be suspended, amended or withdrawn with a minimum of 2 weeks notice from Nirvana Spa & Leisure Ltd.

 

What are Spa Points?

Spa Points are quite simply your chance to enjoy some FREE SHOPPING. Spa points are a benefit added free of charge to your Spa Club 6 or Spa Club 12 membership for any unused visits which can be exchanged for products and services.

When do I receive my Spa Points?

Your points will be awarded to you, either monthly or annually according to how you pay for your membership. Your points will be awarded as long as your membership continues to be active.

How can my Spa Points be redeemed?

Your points can be redeemed against over 1,000 products and services at Nirvana Spa. However, to make the most from your points, why not save them up and indulge in a little pampering or treat yourself to our wide range of products – the choice is yours.

Do they need to be redeemed by the end of my membership year?

Not necessarily, your membership has to remain active at all times to be able to redeem your points, but remember that your points are only valid for 2 years from the date of allocation.

What happens to my accrued points if I cancel my membership?

Your points will be removed on the date of notification of cancellation and outstanding visits will need to be taken before the expiry of your membership.

Redeeming Points

  • Each time you visit the Spa, points (at a value to be determined by Nirvana Spa & Leisure Ltd) will be deducted from your points account at the beginning of the day
  • If you have a positive balance on your points account these can be used to pay for items at check out. If you wish to pay for an item using points you must specify this on the day of your visit – points cannot be allocated against goods or services retrospectively
  • You may check your points account when visiting the Spa by asking at reception
  • Points are always rounded up and only whole points can be redeemed
  • Items cannot be part purchased with points and must be settled in full
  • The points ‘price’ of an item may vary and is at the sole discretion of Nirvana Spa & Leisure Ltd. An item may be withdrawn from the points scheme at any time and without advance notice
  • The points balance of a joint membership account may be redeemed by any member on that joint membership
  • Items excluded from points redemption include: monetary vouchers and monthly membership subscriptions

What can I redeem my points on?

  • Treatments
  • Products
  • Floatation
  • Food and Beverages
  • Guest Passes
  • Experience Vouchers
  • Spa Visits

Spa Points are a unique benefit which run alongside your Spa Club 6 or Spa Club 12 membership. Quite simply we award your membership with Spa Points for any unused visits. So, if you are unable to take all your visits you will accrue points which can then be redeemed around the club for products and services.

For Monthly Paid Memberships

  • Spa Points (at a value determined by Nirvana Spa & Leisure Ltd) will be awarded when we apply to your bank for payment of membership by direct debit only
  • Spa Points will be removed if the direct debit is returned unpaid or cancelled or on written notification of cancellation of your membership
  • If your membership is terminated by Nirvana Spa your points will automatically be removed
  • If your membership is placed on ‘Suspension’ your points account will also be suspended and points may only be redeemed when your membership is returned to ‘Live’ status
  • If you have a joint membership the points are awarded to a joint points account and are not personal to each member
  • Points are not transferable

For Annual Paid Memberships (except those purchased with Spa Points as a gift)

  • You must have a current direct debit mandate in place to qualify for Spa Points
  • Spa Points will be awarded following receipt of your renewal payment
  • The number of points awarded will be calculated by reviewing your usage in the previous membership year and awarding a number of points (at a value determined by Nirvana Spa & Leisure Ltd) for each visit of your entitlement that has not been used in that membership year
  • Spa points will be removed on written notification of cancellation of your membership or if your direct debit mandate is cancelled
  • If your membership is terminated by Nirvana Spa your points will automatically be removed
  • If your membership is placed on ‘Suspension’ your points account will also be suspended and points may only be redeemed when your membership is returned to ‘Live’ status
  • If you have a joint membership the points are awarded to a joint points account and are not personal to each member
  • Points are not transferable
Guest Fees   1 Spa Point per £1
Time Out Experiences   1 Spa Point per £1
Annual Membership**   1 Spa Point per £1
Spa Experience Packages   2 Spa Points per £1
Treatments, Products and Services   2 Spa Points per £1

*Part payment is not available on any annual gift membership purchased with Spa Points.
** Spa Points will not be awarded to an Annual Spa Club gift membership purchased with Spa Points. At the end of the first year, if the gift membership is renewed with cash or debit/credit card payment, it will convert to a standard Spa Club Membership to which Spa Points will be awarded.

General Conditions

  • The Spa Points scheme is a way of adding value to the membership package for those customers who do not use their full allocation of visits. The scheme may be suspended or withdrawn with a minimum of 2 weeks notice from Nirvana Spa & Leisure Ltd
  • Spa points issued from the 1st April 2013 will have a 2 year validity from the date of allocation
  • The terms and conditions of the Spa Points scheme may be changed or added to at any time without giving advance notice
  • As the points balance is affected by a member’s usage, a points account may show a negative number of points. This will result in no points being available to redeem

Spa Etiquette

Mobile Phones

Please keep mobile phones on silent within the Spa. If you need to make a phone call or record a voice note, please use the designated phone boxes or reception areas.

Smoking

Smoking (including e-cigarettes) is prohibited in all areas of the Spa and Spa Garden.  There is a designated smoking area by the pond outside Day Spa Reception.

Dining

Please wear a robe or shirt when dining in the Spa Restaurant, Nirvana Café or Spa Garden Café.

During exceptionally hot weather, the dress code may be relaxed, however, this is a discretionary decision which will be made on the day.

Please note that only food and drink purchased at Nirvana Spa may be consumed on the premises.

Loungers

Please do not reserve loungers. During peak periods, we reserve the right to remove belongings if loungers are left unattended for more than 45 minutes.

Photographs

When taking photographs please be mindful not to include other spa visitors in the background; please do not take photographs in changing rooms.

Tepidarium

To preserve the tranquil ambience of the Tepidarium, please refrain from talking.

Sauna

For hygiene reasons please sit on a towel whilst in the Sauna.

Product returns

If you change your mind about your purchase, you may return it for an exchange or refund. This is on the proviso that you have proof of purchase and that the product is in its original condition i.e. unused, undamaged and with relevant packaging and labels.

Items must be returned within 30 days of purchase.  We are only able to refund the person who originally purchased the product.

After 30 days, we’ll repair or replace the product in accordance with the terms of the Consumer Rights Act 2015.