Terms & Conditions
Membership
About us
Nirvana Spa & Leisure Limited (company number 0106625) (we, our and us) is a company registered in England and Wales and our registered office is at Nirvana Spa, Mole Road, Sindlesham, Wokingham, Berkshire, RG41 5DJ.
How to contact us
To contact us, telephone our customer service team at 01189 897500 or email us at [email protected]
Your Contract with us
These terms and conditions (Terms) apply to any membership you sign up to with us (Membership) to use the Nirvana Collection located at Mole Road, Sindlesham, Wokingham, Berkshire, RG41 5DJ (Club).
Details of our Memberships can be found here: https://nirvanacollection.co.uk/spa/membership-112/
References to member, you or your in these Terms means you the individual who has a contract with us for a Membership (Member).
Your contract with us shall be formed of:
- these Terms;
- the information we provide to you before you sign up to a Membership, either on our website or in our brochures; and
iii. your application.
(together forming your Contract).
Becoming a Member
To apply to become a Member, you will need to complete either:
- a Membership sign up form, via our sales team
- an online application, via our website
(Application)
Once we have received your Application, we will contact you to confirm we have received your Application . We will charge you at the time you submit your Application. Sometimes we may reject your Application. When this happens, we will let you know as soon as possible that your Application has been rejected and refund any sums you have paid.
Paying for your Membership
The price for each Membership will be set out on our website or otherwise notified to you from time to time (Fees).
Payment for the Fees will either be made on an annual or monthly basis as indicated by you in the Application.
The price of our Memberships are subject to change and we shall notify you of any price changes to your Membership at least 30 days before the price change takes effect. Any price changes shall apply to both annual and monthly Memberships.
You shall provide us with valid, up to date direct debit details within 14 days of your Application being accepted, in order for us to take payment of the Fees and/or additional charges. You will ensure such details are kept up to date at all times during your Membership.
You may be charged additional Fees where:
- you exceed your usage under your Membership.
- you purchase additional services that are not part of your Membership.
We shall provide you with a statement of the additional Fees on/around the 11th of the month for the previous period. We shall be entitled to take payment of these additional Fees on the 1st of the following month.
All Fees are payable in pound sterling and are non-cancellable and non-refundable .
Failure to pay the Fees
If you are experiencing difficulties with paying the Fees at any time during your Membership, please contact us and we will do our best to help and support you. Any variation on payment terms of our Fees with Members will be assessed on an individual case basis and may only be relied on where such variations are set out in writing and agreed with us.
If we are unable to take payment for the Fees when they become due, we will contact you in writing and the outstanding Fees must be paid within 14 days of us contacting you. You will not be able to use your Membership where we have notified you that Fees are outstanding.
Any missed payments of the Fees will be taken by direct debit (or other payment method agreed by us from time to time) along with the Fees that become due.
If your direct debit is rejected three or more times and we are unable to take payment for the Fees, we shall contact you in writing to notify you of the issue and either: (i) ask you to provide up to date direct debit details; or (ii) ask you to pay using an alternative payment method and we reserve the right to request full payment of the Fees due for your Membership. We may also terminate your Membership.
If during your Membership or at the end of your Membership, any Fees remain outstanding on your account, we shall contact you detailing what Fees remain outstanding and request that such Fees are paid within 14 days.
If the Fees remain outstanding for a period of longer than 30 days, we may instruct a debt collection agency to pursue the outstanding Fees on our behalf.
Our right to suspend or end your Membership
We may at our discretion end or suspend your Membership at any time. If we do so, we will contact you to notify you that your Membership has been suspended or ended.
Membership term and auto-renewal
The term for Memberships shall be either:
- annually or
- monthly.
Your Membership shall renew on either an annual or monthly basis.
For annual Memberships, your Membership will be due for renewal each calendar year on the date your Application for Membership was accepted (e.g. if your Application was accepted on 1 January, your Membership will be due for renewal on the 1 January of each calendar year) (Renewal Date). We shall contact you prior to the end of your Membership to advise you that your Membership is due for renewal along with other relevant details on your Membership (Renewal Notice).
For monthly Memberships, your Membership shall auto-renew each calendar month on the date your Application for Membership was accepted.
If you do wish to cancel or change your Membership before your Renewal Date, you must contact us via email [email protected] at least fourteen days before the Renewal Date.
If you do not notify us that you do not wish to renew your monthly Membership, your Membership shall automatically renew for the next calendar year.
For annual Memberships, if you do decide to not continue with your Membership, your Membership shall end on the last day prior to the Renewal Date.
Unless otherwise detailed in the description of the Membership available on our website or set out in these Terms, the benefits of your Membership may only be used for the period of time described in your Application and cannot be extended for a further period of time or transferred to any other person.
Memberships are intended for one year, if the number of visits taken within your membership year falls short of your entitlement, under the membership option, you shall not be entitled to any refund or credit and visits cannot be carried forward to any future period.
Cancelling or suspending your Membership
Cancelling within 14 days of signing up
For Memberships purchased over the telephone or online, you have the right to change your mind about your Membership and cancel it within 14 days from the date of approval of your Application.
If you change your mind about your Membership, please contact us via email [email protected]. We will refund you as soon as possible within 14 days of you telling us you have changed your mind. If you contact us to change your mind and you have already booked and/or attended the Club, then we shall be entitled to charge you for the services you have received based on the proportion of what has been supplied against the full costs of the Membership. We shall refund you by the method you used for payment. We do not charge a fee for the refund.
You can also inform us that you wish to cancel by completing and sending us a cancellation form as set out below:
To: Nirvana Spa & Leisure Limited, Mole Road, Sindlesham, Wokingham, Berkshire, RG41 5DJ.
I hereby give notice that I cancel my contract of sale for the following services:
…………………………………………………………………………………………………………
Ordered on ……………………..
Name: ………………………………………………………………………..
Address: ……………………………………………………………………..
Date:…………………………………………………………..
Signature:…………………………………………………………………….
Cancelling at any time during your Membership
You may cancel your Membership at any time after the initial 14 days by contacting us via email [email protected]. We request that you provide us with at least 14 days’ notice before the end of the calendar month in which you wish your Membership to end.
If you cancel your Membership after the initial 14 days and during the term of the Contract:
- for monthly Memberships, you will not be entitled to a refund of the fees paid and your Membership shall end on the last day of the calendar month of your Membership, unless an extenuating circumstance applies (as explained below). You will have until the end of the month to use your Membership.
- for annual Memberships, your Membership shall end on the last day of the calendar month. We shall refund you part of your annual Membership which shall be pro-rated based on when your Membership was cancelled.
Any inclusive visits or Spa Points must be redeemed prior to the last day of Membership.
At the time of cancellation, your Membership usage will be calculated. If the number of visits taken exceeds the amount of Fees paid, additional Fees will be applicable. The outstanding Fees must be paid within 14 days of us contacting you.
Suspending your Membership
You may suspend your Membership at any time for a minimum of three months.
If you wish to suspend your Membership, you must contact us via email [email protected]. We will confirm by email that we have received your request to suspend your Membership and confirm the date from when the suspension shall start.
You will not be entitled to reimbursement for any fees paid in advance for a Membership but shall be allowed to credit such pro-rated fees in respect of future Memberships.
If you pay your Membership by monthly direct debit, the full amount shall not be debited but we will charge a suspension fee for each month your Membership is suspended (Suspension Fee).
For annual Memberships, your direct debit will be used to charge a Suspension Fee for each month your Membership is suspended (Suspension Fee).
Whilst your membership is suspended, you can make occasional visits to the club on payment of the appropriate visit fee. Inclusive visits and spa points cannot be redeemed whilst on suspension.
You can contact us via email [email protected] at any time to restart your Membership. Your Membership shall restart at the end of the suspension period.
Your Membership
The benefits of your Membership shall be set out in our confirmation email, on our website, and communicated to you from time to time.
A Membership card will be issued by us at the start of your Membership. You are responsible for the safe keeping of this Membership card and for its proper use to use your Membership. Your Membership card must be shown at the Club reception on each visit to the Club and in order to charge you for any special facilities.
You shall be liable for any misuse of the Membership card. Lost or damaged Membership cards may be subject to a replacement charge.
You must ensure your personal details including payment and contact details are kept up to date at all times during your Membership.
The facilities of the Club provided from time to time (depending on the Membership) shall be available during the usual opening hours of the Club as set out on our website.
Eligibility
In order to become a Member, you must be over the age of 16.
Bookings
You can attend the Club at any time during our opening hours but for certain Memberships (Spa Club, Escape, Midweek Retreat) you are required to pre-book your visit to the Club before attending.
If you need to cancel or re-arrange your booking for any reason, you must give us 24 hours’ notice. If you do not notify us within this time and we are unable to re-allocate your booking to another Member, we will still count this booking as if you attended and this will be applied to your usage.
We keep records of your Membership including all bookings and visits you make to the Club and shall be conclusive of your usage of a Membership.
Guests
Guests are permitted at the Club as long as they are pre-booked and accompanied by you at all times.
Guest passes may be purchased at an additional fee if they are not included as part of your Membership . Members are entitled to a maximum of two guests passes per visit.
You are responsible for ensuring your guests are aware of the Club Rules that are in force from time to time.
Conditions of Membership
You shall observe the rules and regulations regarding bookings for facilities or services we provide from time to time (Club Rules).
We may charge you a late cancellation or no-show fee for bookings that you or your guests do not attend.
You must behave quietly and with decorum at all times when attending the Club.
You must not intentionally cause annoyance or disturb other members of the Club through your conduct and use of the facilities.
You must not smoke or vape in any part of the Club, including outside the premises.
You may not bring any alcohol or other substances to the Club.
Only food and drink purchased at the Club can be consumed on the premises.
You must take reasonable steps to safeguard your personal belongings and property whilst attending the Club. Lockers are available for Members’ belongings and should be used at all times. You agree that we will not be liable for any liability, claim or expense arising directly or indirectly from any loss, theft, or damage to your personal belongings or property or your guest(s) at the Club.
You shall at all times observe the directions and recommendations we make from time to time in connection with the safe and hygienic use of the facilities. Gym shoes and appropriate attire (not swimming costumes) must be worn in the gym. In the event that you observe a want of repair or any situation which could give rise to personal injury, you should bring such observation to our attention as soon as possible.
You acknowledge that use of the gym and other facilities of the Club could be potentially hazardous, particularly to inexperienced or unfit persons using the gym, and give rise to injury or death. Therefore the facilities must be used safely and prudently having regard to each person’s health and having regard to the other persons in the Club or those using the gym facilities at the time. You shall use the Club facilities at your own risk, and we will not be liable for any liability, claim or expense arising directly or indirectly from the injury or death of a Member or their guests in the Club premises (except if it is directly relating to our negligence).
You should not attend the Club or use the Club facilities:
- where your health is or becomes in any way impaired, without seeking advice from your doctor first;
- where you knowingly are suffering from any medical condition that could cause infection or injury to another Member or any other person at the Club;.
iii. where using the gym or any other facilities may affect your health, without first seeking advice from your doctor;
We can change your Membership and these Terms
We can at any time change the benefits of your Membership and the facilities provided at the Club:
- to make minor technical adjustments and improvements so long as these are changes that do not affect your use of the Club; and
- to reflect changes in relevant laws and regulatory requirements.
Temporary or withdrawal of facilities
We may from time to time temporarily close the Club or withdraw facilities available at the Club for maintenance and repair. We will try to provide you with notice of any planned maintenance or repairs to the facilities or Club. You accept that we will be unable to provide notice for emergency maintenance and repair work.
We may at our discretion stop providing certain facilities at the Club. We will let you know in advance, and you may be able to end your Contract if the removal of such facilities has a significant impact on your ability to enjoy your Membership.
We do not compensate you for all losses caused by us or our services.
We are responsible for losses you suffer caused by us breaking this Contract unless the loss is:
- Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant that we should have expected it (so, in the law, the loss was unforeseeable).
- Caused by a delaying event outside our control. As long as we have taken the steps set out in the section ‘We are not responsible for delays outside our control’.
iii. Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.
We are not responsible for delays outside our control.
If your Membership or ability to use the Club is delayed or affected by an event outside of our control, such as electrical failures, water outage etc then we shall contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we will not compensate you for the delay but if the delay is likely to be substantial, you can contact us to end the Contract and receive a refund on any Memberships paid in advance, but not received.
We use your personal data as set out in our Privacy Notice
How we use any personal data you give us is set out in our Privacy Notice: https://nirvanacollection.co.uk/spa/privacy-policy/
You have several options for resolving disputes with us.
Our Customer Service Team will do their best to resolve any problems you have with us or our services as per our Complaints policy.
These Terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland, or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
Other important terms that apply.
We can transfer our Contract with you, so that a different organisation is responsible for supplying your service. We will tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the Contract. You have no right to transfer your Contract to anyone else.
Nobody else has any rights under your Contract. This Contract is personal between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
If a court invalidates some of the Contract, the rest of it will still apply. If a court or other authority decides that some of these Terms are unlawful, the rest will continue to apply.
Even if we delay in enforcing your Contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you are not allowed to, but that does not mean we cannot do it later.
Spa Points
These terms and conditions (Spa Points Terms) are in addition to our Membership Terms and Conditions which apply to your Membership and can be found here https://nirvanacollection.co.uk/spa/terms-conditions/.
The Spa Points Scheme is only applicable to the following memberships; Spa Club 6 Day, Spa Club 12 Day, and Spa Club 12 Evening.
Spa points are a flexible way of exchanging any unused Membership visits for products and services, within the Club.
Allocation of Spa Points
Spa Points will be allocated to your Membership account, either monthly or annually according to how you pay for your Membership. After your first full membership year, any unused Membership visits will accumulate in the form of Spa Points. These points can then be exchanged for products and services, within the Club.
For Monthly Paid Memberships: Spa Points will be allocated to your account after successful collection of your monthly Membership Fees. On arrival of each visit, spa points will be automatically deducted from your account, to cover your Membership visit.
For Annual Paid Memberships (excluding Memberships paid for using Spa Points): Spa Points will be allocated to your account, after your Membership has been renewed, by reviewing your usage in the previous Membership year and allocating a number of spa points for each visit of your entitlement that has not been used in that Membership year.
The allocation and redemption of Spa Points is calculated based on the Membership category.
Redeeming Spa Points for products and services
Spa points can be redeemed, on departure, against products and services, within the Club. Below are the items spa points can be exchanged against and the current values:
Additional Spa Club visits – 1 Spa point per £1
Guest fees – 1 Spa point per £1
Time Out packages or gift vouchers - 1 Spa points per £1
Spa Experience packages or gift vouchers – 2 Spa points per £1
West Court Retreat vouchers – 2 Spa points per £1
West Court Retreat - Room only or Bed & Breakfast - 2 Spa points per £1
Treatments - 2 Spa points per £1
Products – 2 Spa points per £1
Food and beverage items - 2 Spa point per £1
Membership Renewals - 1 Spa point per £1
If a membership has been Renewed using Spa Points, it is then not eligible to accumulate Spa Points or any carry over visits, for that membership year.
In order to purchase a product or service using your Spa Points, you must have enough Spa Points to cover the full cost of that product or service.
Products and services excluded from the Spa Points Scheme include any monetary gift vouchers and monthly membership subscriptions.
You must notify us on departure, if you wish to redeem Spa Points against any products or services during your visit. Spa Points cannot be redeemed in our online store.
Other Important Terms
Spa Points can only be redeemed by the named Member and cannot be transferred or gifted to anyone else.
Spa Points are valid for two years, from the date of allocation.
Spa Points do not have a monetary value and cannot be refunded.
If your Membership is on suspension, Spa Points will also be suspended and may only be redeemed once your membership has been reinstated.
If you choose to cancel your membership, Spa Points must be redeemed prior to the last day of membership. If you have a negative Spa Points balance, due to the number of visits taken within your Membership year exceeding the amount of Fees paid, additional Fees will be applicable.
These Spa Points Terms may be amended from time to time by updating the Spa Points Terms on our website and notifying you by email.
The Spa Points Scheme may be suspended or withdrawn by us at any time. If we choose to do this, we shall notify you by email.
Spa Day
About us
Nirvana Spa & Leisure Limited (company number 0106625) (we, our and us) is a company registered in England and Wales and our registered office is at Nirvana Spa, Mole Road, Sindlesham, Wokingham, Berkshire, RG41 5DJ.
How to contact us
To contact us, telephone our customer service team at 01189 897500 or email us at [email protected]
Your Contract with us
These terms and conditions (Terms) apply to any spa package (Spa Package) you purchase from us to attend and use the facilities at Nirvana Spa located at Mole Road, Sindlesham, Wokingham, Berkshire, RG41 5DJ (Club).
References to you or your in these Terms means you the individual who purchases a Spa Package from us.
Your Contract with us shall be formed of:
- these Terms;
- the information we provide to you before you purchase a Spa Package, either on our website or in our brochures; and
- your order.
(together forming your Contract).
Purchasing a Spa Package
Our shopping pages on our site 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, particularly the date of your booking for the Spa Package. Full payment for the Spa Package is required at the time your order is placed.
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.
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.
We may reject your order where your Spa Package is no longer available or we do not have the capacity for you to attend on the date selected for your Spa Package. When this happens, we let you know as soon as possible and give you the option to select an alternative date or refund any sums you have paid.
Spa Packages are generally non-refundable. We shall only be obliged to refund payment on Spa Packages where the date of your booking is no longer available for any reason. We will try and arrange with you to re-book this on a date convenient for you but where this is not possible, we shall refund you the full amount paid for the Spa Package.
If you need to change the date of your booking of a Spa Package, please contact us and we will try our best to change the date to one that is better suited to you. Any changes to booking dates may incur an administration charge of 10% of the price paid for your Spa Package.
Attending the Club
Etiquette
You shall observe the rules and regulations regarding bookings for facilities or services we provide from time to time (Club Rules).
You must behave quietly and with decorum at all times when attending the Club.
You must not intentionally cause annoyance or disturb other members of the Club through your conduct and use of the facilities.
You must not smoke or vape on any part of the Club, including outside premises.
You may not bring any alcohol or other substances to the Club
You must take reasonable steps to safeguard your personal belongings and property whilst attending the Club. You agree that we will not be liable for any liability, claim or expense arising directly or indirectly from any loss, theft, or damage to your personal belongings or property at the Club.
You shall at all times observe the directions and recommendations we make from time to time in connection with the safe and hygienic use of the facilities. Gym shoes and appropriate attire (not swimming costumes) must be worn in the gym. In the event that you observe a want of repair or any situation which could give rise to personal injury, you should bring such observation to our attention as soon as possible.
You acknowledge that use of the gym and other facilities of the Club could be potentially hazardous, particularly to inexperienced or unfit persons using the gym, and give rise to injury or death and therefore the facilities must be used safely and prudently, having regard to each person’s health and having regard to the other persons in the Club or those using the gym facilities at the time. You shall use the Club facilities at your own risk, and we will not be liable for any liability, claim or expense arising directly or indirectly from the injury or death of a member or their guests in the Club premises (except if it is directly relating to our negligence).
You should not attend the Club or use the Club facilities:
- where your health is or becomes in any way impaired, without seeking advice from your doctor first;
- where you knowingly are suffering from any medical condition that could cause infection or injury to any other person at the Club; or
- where using the gym or any other facilities may affect your health, without first seeking advice from your doctor.
Treatments
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 full treatment charge will apply.
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.
Please be aware that we have both male and female therapists conducting treatments.
Please ensure any contact lenses and make-up is removed 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.
Please follow the guidelines which apply to specific medical conditions:
Medical treatment: 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 recommended by your healthcare 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.
We’re not responsible for delays outside our control
If your ability to use the Spa Package is delayed or affected by an event outside of our control, such as temporary closures for maintenance and repair, electrical failures, water outage etc then we shall contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we will not compensate you for the delay but if the delay is likely to be substantial, you can contact us to end the Contract and receive a refund on any products paid for in advance, but not received.
We can change your Spa Package and these Terms
We can always change the benefits of your Spa Package and the facilities provided at the Club:
- where certain services or treatments are not available, but an alternative is available which is of a similar value and nature as the service and treatment originally provided.
- to make minor technical adjustments and improvements so long as these changes don't affect your use of the Spa Package.
- to reflect changes in relevant laws and regulatory requirements.
We don't compensate you for all losses caused by us or our services
We're responsible for losses you suffer caused by us breaking this Contract unless the loss is:
- Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant that we should have expected it (so, in the law, the loss was unforeseeable).
- Caused by a delaying event outside our control. As long as we have taken the steps set out in the section ‘We're not responsible for delays outside our control’.
- Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.
We use your personal data as set out in our Privacy Notice
How we use any personal data you give us is set out in our Privacy Notice: https://nirvanacollection.co.uk/spa/privacy-policy/
You have several options for resolving disputes with us
Our Customer Service Team will do their best to resolve any problems you have with us or our services as per our Complaints policy.
These Terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
Other important terms that apply
We can transfer our Contract with you, so that a different organisation is responsible for supplying your service. We'll tell you in writing if this happens and we'll ensure that the transfer won't affect your rights under the Contract.
Nobody else has any rights under your Contract. This Contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
If a court invalidates some of the Contract, the rest of it will still apply. If a court or other authority decides that some of these Terms are unlawful, the rest will continue to apply.
Even if we delay in enforcing your Contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.
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.
Website
PLEASE READ THESE TERMS OF SERVICE CAREFULLY BEFORE USING THIS SITE
What's in these terms?
These terms tell you the rules for using our website https://nirvanacollection.co.uk/ (our site).
Who we are and how to contact us
https://nirvanacollection.co.uk/ is a site operated by Nirvana Spa & Leisure Limited (we, our and us). We are registered in England and Wales under company number 1016625 and have our registered office at Mole Road, Sindlesham, Wokingham, Berkshire, RG41 5DJ. Our VAT number is 115106953.
To contact us, please email [email protected] or telephone our customer service line on 01189897500.
By using our site you accept these terms
By using our site, you confirm that you accept these terms of service and that you agree to comply with them.
If you do not agree to these terms, you must not use our site.
There are other terms that may apply to you
These terms of service refer to the following additional terms, which also apply to your use of our site:
- Our Privacy Policy https://nirvanacollection.co.uk/spa/privacy-policy/ which explains how we collect, use and store your personal data.
- Our Cookie Policy https://nirvanacollection.co.uk/spa/cookie-policy/ , which sets out information about the cookies on our site.
If you:
- sign up for a membership, our Membership terms and conditions apply https://nirvanacollection.co.uk/spa/terms-conditions/
- purchase a spa package, our Spa Package terms and conditions apply https://nirvanacollection.co.uk/spa/terms-conditions/
- purchase any products from our site, our Website and Online Product Sales terms and conditions shall apply https://nirvanacollection.co.uk/spa/terms-conditions/
We amend these terms from time to time. Every time you wish to use our site, please check these terms to ensure you understand the terms that apply at that time.
We may make changes to our site
We may update and change our site from time to time to reflect changes to our service offerings, products, our users' needs and our business priorities. We will try to give you reasonable notice of any major changes.
We may suspend or withdraw our site
We do not guarantee that our site, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of our site for business and operational reasons. We will try to give you reasonable notice of any suspension or withdrawal.
You are also responsible for ensuring that all persons who access our site through your internet connection are aware of these terms of service and other applicable terms of service, and that they comply with them.
We may transfer this agreement to someone else
We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
Our site is only for users in the UK
Our site is directed to people residing in the United Kingdom. We do not represent that content available on or through our site is appropriate for use or available in other locations.
You must keep your account details safe
If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures (for example, as part of your membership), you must treat such information as confidential. You must not disclose it to any third party.
We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these terms of service.
If you know or suspect that anyone other than you knows your user identification code or password, you must promptly notify us at [email protected].
How you may use material on our site
We are the owner or the licensee of all intellectual property rights in our site, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.
You may download extracts of any page(s) from our site for your personal use and you may draw the attention of others to content posted on our site.
You must not modify copies of any materials you have downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.
Our status (and that of any identified contributors) as the authors of content on our site must always be acknowledged.
You must not use any part of the content on our site for commercial purposes without obtaining a licence to do so from us or our licensors.
If you download, share or repost any part of our site in breach of these terms of service, your right to use our site will cease immediately and you must, at our option, return or destroy any copies of the materials you have made (except that you are permitted to print off a copy of these terms of service).
No text or data mining, or web scraping
You shall not conduct, facilitate, authorise or permit any text or data mining or web scraping in relation to our site or any services provided via, or in relation to, our site for any purpose, including the development, training, fine-tuning or validation of AI systems or models. This includes using (or permitting, authorising or attempting the use of):
- any "robot", "bot", "spider", "scraper" or other automated device, program, tool, algorithm, code, process or methodology to access, obtain, copy, monitor or republish any portion of our site or any data, content, information or services accessed via the same; and/or
- any automated analytical technique aimed at analysing text and data in digital form to generate information or develop, train, fine-tune or validate AI systems or models which includes, but is not limited to, patterns, trends and correlations.
The provisions in this clause should be treated as an express reservation of our rights in this regard, including for the purposes of Article 4(3) of the Digital Copyright Directive ((EU) 2019/790).
You shall not use, and we do not consent to the use of, our site, or any data published by, or contained in, or accessible via, our site or any services provided via, or in relation to, our site for the purposes of developing, training, fine-tuning or validating any AI system or model.
This clause will not apply insofar as (but only to the extent that) we are unable to exclude or limit text or data mining or web scraping activity by contract under the laws which are applicable to us.
Rules about linking to our site
You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it.
You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.
You must not establish a link to our site in any website that is not owned by you.
Our site must not be framed on any other site, nor may you create a link to any part of our site other than the home page.
We reserve the right to withdraw linking permission without notice.
If you wish to link to or make any use of content on our site other than that set out above, please contact [email protected].
Our trade marks are registered
We own a number of registered UK trade marks including our logos and trading name “Nirvana Health” and “Gym 108”. You are not permitted to use them without our approval, unless they are part of material you are using as permitted under ‘How you may use material on our site’.
Do not rely on information on this site
The content on our site is provided for general information only. It is not intended to amount to advice on which you should rely. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of the content on our site.
Although we make reasonable efforts to update the information on our site, we make no representations, warranties or guarantees, whether express or implied, that the content on our site is accurate, complete or up to date.
We are not responsible for websites we link to
Where our site contains links to other sites and resources provided by third parties, these links are provided for your information only. Such links should not be interpreted as approval by us of those linked websites or information you may obtain from them.
We have no control over the contents of those sites or resources.
We are not responsible for viruses
We do not guarantee that our site will be secure or free from bugs or viruses.
You are responsible for configuring your information technology, computer programs and platform to access our site. You should use your own virus protection software.
You must not introduce viruses
You must not misuse our site by knowingly introducing viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful, or otherwise harmfully interacting with our site or any part of it. You must not attempt to gain unauthorised access to our site, the server on which our site is stored or any server, computer or database connected to our site or any other equipment or network connected with our site. You must not interfere with, damage or disrupt any software used in the provision of our site or any equipment or network or software owned or used by any third party on which this site relies in any way. You must not attack our site via a denial-of-service attack or a distributed denial-of-service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our site will cease immediately.
Our responsibility for loss or damage suffered by you
We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors and for fraud or fraudulent misrepresentation.
We only provide our site for domestic and private use. You agree not to use our site for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
How we may use your personal information
We will only use your personal information as set out in our Privacy Policy https://nirvanacollection.co.uk/spa/privacy-policy/.
Which country's laws apply to any disputes?
Please note that these terms of service, their subject matter and their formation, are governed by English law. We both agree that the courts of England and Wales will have exclusive jurisdiction, except that 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.
Online Product Sales
These terms and conditions (Terms) will apply to any contract between us for the sale of any products and vouchers through our online store (Products) to you (the 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.
We amend these Terms from time to time. These Terms were most recently updated on 13/08/2024.
Information about us
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. In these Terms, references to “we”, “us”, “our” or “Nirvana Collection” mean Nirvana Spa & Leisure Limited.
How to contact us
If you wish to contact us for any reason, you can contact us by telephoning our customer service team at 0118 989 7575.
If you have any problems with your order or the Products, please contact our customer service team who will do their best to resolve any problems you have with us or the Products.
If we have to contact you for any reason, we will do so by e-mail using the address you provide to us in your order.
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.
Our Products
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 our marketing or your device’s display of the colours accurately reflect the colour of the Products. Your Products may vary slightly from those images.
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.
The packaging of the Products may vary from that shown on images on our site.
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.
Any manufacturer’s guarantee provided with the Product(s) is in addition to, and does not affect, your legal rights in relation to Products that are faulty or not as described.
For vouchers purchased through our site:
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 the date of purchase (unless otherwise stated).
Monetary Vouchers – Monetary Vouchers are valid for 2 years from the date of purchase. 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.
How the Contract is formed between you and us
Our site 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.
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.
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. (Contract)
If we are unable to supply you with a Product, for example because that Product is not in stock or is no longer available or because we cannot meet your requested delivery date or because of an error in the price on our site, 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.
Our right to vary your order
Every time you place an order with us, the Terms in force at the time of your order will apply to the Contract between you and us.
We may change your order to reflect:
(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.
If we have to revise your order or these Terms, 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.
Your right of return and refund
If you order the Products online or over the telephone, you have a legal right to change your mind or decide for any other reason that you do not want to receive or keep a Product, in which case you can contact us and receive a full refund.
Your right to cancel 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; or
(c) gift cards or vouchers, where you have redeemed the gift card or voucher. However, even if you have redeemed the gift card or voucher, you will still have the right to cancel any Products purchased in accordance with your statutory rights and these Terms.
Your deadline for changing your mind 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. |
To let us know you want to change your mind, you can send us an e-mail to [email protected] contact us on 01189 897500 or by post. Please include details of your order to help us to identify it. You can also inform us that you wish to cancel by completing and sending us a cancellation form as set out below:
To: Nirvana Spa & Leisure Limited, Mole Road, Sindlesham, Wokingham, Berkshire, RG41 5DJ.
I hereby give notice that I cancel my contract of sale for the following goods
…………………………………………………………………………………………………………
Ordered on …………………….. and received on……………………
Name: ………………………………………………………………………..
Address: ……………………………………………………………………..
Date…………………………………………………………………………..
Signature:…………………………………………………………………….
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 we will only refund standard delivery costs.
(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.
(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.
If you have returned the Products to us because there is something wrong with the Product(s) i.e. they are faulty or have been delivered damaged, 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.
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.
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 damaged, you will be responsible for the cost of returning the Products to us.
We are under a legal duty to supply Products that are in conformity with this Contract. You have legal rights in relation to Products that are faulty, damaged or not as described on our site. These legal rights are not affected by your right of return and refund in these Terms. Advice about your legal rights is available from your local Citizens’ Advice Bureau and are summarised below:
Summary of your key legal rights
The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:
Up to 30 days: if your goods are faulty, then you can get a refund.
Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.
Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.
Delivery
We will aim to process orders within 3 working days after the date on which we send you the Order Receipt and we aim to deliver the Products within a reasonable period of time, but, in any event, within 30 days after we send you the Order Receipt.
If the Products are not delivered to you within 7 working days, you must notify us in writing by contacting us.
No international delivery
Unfortunately, we do not deliver to addresses outside the UK.
You may place an order for Products from outside the UK, but this order must be for delivery to an address in the UK.
Price of products and delivery charges
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. 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.
Prices for our Products may change from time to time, but changes will not affect any order you have already placed.
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.
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.
How to pay
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.
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.
Payment for the Products and all applicable delivery charges is in advance.
We don't compensate you for all losses caused by us or our services
We're responsible for losses you suffer caused by us breaking this Contract unless the loss is:
- Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant that we should have expected it (so, in the law, the loss was unforeseeable).
- Caused by a delaying event outside our control. As long as we have taken the steps set out in the section ‘We're not responsible for delays outside our control’.
- Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.
We’re not responsible for delays outside our control
If our supply of your Product(s) is delayed or affected by an event outside of our control, such as supplier issues in relation to the Product(s), then we shall contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we will not compensate you for the delay but if the delay is likely to be substantial, you can contact us to end the Contract and receive a refund on any Products paid for in advance, but not received.
Other important terms
We may transfer our Contract with you to another organisation, but this will not affect your rights under the Contract.
You may only transfer your Contract with us to another person if we agree in writing.
This Contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
If a court invalidates some of this Contract, the rest of it will still apply. If a court or other authority decides that some of these Terms are unlawful, the rest will continue to apply.
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 it 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.
These Terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.