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Terms & Conditions

 

Last updated: 20 August 2026

 

Key Terms


    • By confirming your booking, you acknowledge and agree that all payments are final, non-refundable, and non-transferable. Nothing in these terms affects your statutory rights.


    • Guests may reschedule their booking up to 5 days (120 hours) prior to the scheduled appointment date. Requests made within 5 days of the booking may not be accommodated.


    • Bookings are non-transferable between branches. Gift Cards are valid only at the specific branch of issue and cannot be redeemed elsewhere.



    • The Spa reserves the right to cancel your booking up until the day of your appointment in the event of unforeseen circumstances. We will endeavour to inform you in advance, and you will be given the option to reschedule.


These Terms & Conditions (“Terms”) govern all bookings, purchases, and use of services provided by The Private Spa (“we”, “us”, “our”). By completing a booking or purchasing a gift card, you agree to these Terms on behalf of yourself and all guests in your party.

Please read these Terms carefully before booking. If you have any questions, contact your branch directly before proceeding (see Section 1 for contact details).


1. About Us

The Private Spa operates private spa suite experiences across multiple London locations. Our registered address is 169 The Vale, London W3 7RD.

You can reach us at:


    • Acton — 169 The Vale, W3 7RD London | acton@theprivatespa.co.uk | 02036494226


    • Hackney Wick — 3 Copper Street, E20 3AW London | hackneywick@theprivatespa.co.uk | 02036494227



2. Bookings


2.1 How a booking is made

A booking is confirmed once you have completed payment and received a written confirmation from us (by email or otherwise). At that point a binding contract is formed between you and The Private Spa on the basis of these Terms.


2.2 Accuracy of information

You are responsible for ensuring that all booking details — including the date, time, location, and number of guests — are correct at the time of booking. We cannot be held responsible for errors made by you when placing a booking.


2.3 Age restriction

Use of our spa facilities is restricted to guests aged 16 years and older. Guests under 16 are not permitted on the premises. By booking, you confirm that all guests in your party meet this requirement.


2.4 Minimum capacity

Due to health and safety reasons, spa suites are available for a minimum of 2 guests.


3. Pricing & Payment

All prices are displayed on our website and are inclusive of VAT where applicable. We reserve the right to update our pricing at any time; changes will not affect confirmed bookings.

Payment can be made by credit or debit card online, or by card or cash at the counter. Full payment is required at the time of booking unless otherwise stated.


4. Cancellations & Rescheduling


4.1 Cancellations by you

By confirming your booking, you acknowledge and agree that all payments are final, non-refundable, and non-transferable. Nothing in these terms affects your statutory rights. If you are unable to attend, you may request to reschedule your booking subject to the conditions in clause 4.2.


4.2 Rescheduling by you

You may reschedule your booking up to 5 full days (120 hours) before your scheduled appointment date. Rescheduling requests made within 5 days of the appointment cannot be accommodated and no credit or refund will be issued.

To reschedule, contact your branch by email or phone as early as possible: Acton — acton@theprivatespa.co.uk | 02036494226 | Hackney Wick — hackneywick@theprivatespa.co.uk | 02036494227.


4.3 Cancellation by us

In the event of unforeseen circumstances (including but not limited to facility issues, emergencies, or events beyond our reasonable control), we reserve the right to cancel your booking up until the day of your appointment. In such cases, we will notify you as soon as reasonably practicable and offer you the option to reschedule to an alternative date and time.


5. Late Arrivals

Guests are asked to arrive 15 minutes before their scheduled appointment to allow time for check-in.

Guests must leave by the departure time shown in the booking confirmation. If your group remains after that time, we may charge £35 for each complete additional 15-minute period.

A charge will apply only where the delay was caused by your group and will not exceed the reasonable additional costs or losses incurred. No charge will apply where the delay was caused or contributed to by us. We will explain any charge and allow you a reasonable opportunity to respond before taking payment.

If you arrive late, your session will still end at the originally scheduled time and no refund or credit will be given for lost time.

Guests arriving more than one hour after their scheduled start time will not be permitted to use the spa facilities and no refund will be issued.


6. Health, Safety & Medical Conditions

For your safety, guests with the following conditions should not use our heat facilities (including sauna, steam room, and hot tub):


    • Heart conditions


    • High blood pressure


    • Pregnancy


By booking, you confirm that you and all guests in your party are medically fit to use the facilities. If you are in any doubt, please consult a medical professional before attending. The Private Spa accepts no liability for any health-related incident arising from failure to disclose a relevant medical condition.


7. Guest Conduct

All guests are expected to behave respectfully and follow the instructions of staff at all times. The following rules apply to all guests on our premises:


    • Showering is compulsory before using any facility.


    • Swimwear must be worn when using the sauna, steam room, hot tub, and lounge pool.


    • Bathrobes and slippers must be worn in the lounge area.


    • When using the dry sauna, your entire body, including your feet, must rest on towels.


    • Personal care activities — including shaving, nail cutting, hair dyeing, brushing teeth, or applying henna — are strictly prohibited on the premises. A fine may be issued for any violation.


    • Outside food and drinks are not permitted inside the spa.


    • Alcohol is strictly prohibited and is not served on the premises.


    • Smoking and vaping are not permitted anywhere within the spa complex.


    • Intimate behaviour is strictly forbidden on the premises.


    • Group bookings are available for female-only or male-only groups only.


    • Guests must vacate the premises promptly at the end of their session.


The Private Spa reserves the right to ask any guest to leave the premises immediately if these rules are not followed. In such cases, no refund will be issued.


8. Damage to Property

You must take reasonable care of the premises, facilities, equipment and other property provided during your visit.

You may be responsible for the reasonable cost of repairing damage deliberately or carelessly caused by you or your group. If repair is not possible, any replacement charge will reflect the item’s age and condition.

You will not be charged for fair wear and tear, existing defects, normal use, or damage caused or contributed to by us. We will provide details of the damage and explain any charge before requesting payment.


9. Personal Belongings

Please take reasonable care of your belongings and use the storage facilities provided. We are not responsible for loss, theft or damage unless caused by our negligence, breach of contract, facilities or staff.

Guests must follow reasonable safety instructions and use the facilities as intended. We will not be responsible for injury or damage to the extent it was caused by a guest’s deliberate or careless actions, misuse of facilities, or failure to follow clear safety instructions.

Nothing excludes liability for death or personal injury caused by our negligence or any other liability that cannot lawfully be excluded.


10. Limitation of Liability

To the fullest extent permitted by law, The Private Spa shall not be liable for:


    • any indirect, special, or consequential loss;


    • loss of enjoyment or opportunity;


    • personal injury or illness arising from failure to follow our health and safety guidelines or staff instructions.


Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded under English law.


11. Gift Cards

Gift cards are available for purchase online or in-venue. The following conditions apply:


    • Gift cards are valid for 1 year from the date of purchase.


    • Gift cards are redeemable only at the branch specified at the time of purchase and cannot be transferred between locations.


    • Gift cards have no cash value and cannot be exchanged for cash.


    • Lost or stolen gift cards cannot be replaced.


    • Gift cards cannot be used in conjunction with other promotional offers unless otherwise stated.



12. Complaints

We take all feedback seriously. If you are unhappy with any aspect of your experience, please raise it with a member of staff during your visit or contact your branch afterwards: Acton — acton@theprivatespa.co.uk | Hackney Wick — hackneywick@theprivatespa.co.uk.

We will acknowledge your complaint promptly and aim to resolve it within 14 days.


13. Privacy & Data Protection

We process your personal data in accordance with our Privacy Policy, available at theprivatespa.co.uk/privacy-policy. By booking with us, you acknowledge that we will process your personal data as described in that policy.


14. Changes to These Terms

We may update these Terms from time to time. Any changes will be published on our website with an updated date. Changes will not affect bookings already confirmed at the time of the update.


15. Governing Law

These Terms are governed by the laws of England and Wales. Any disputes arising from these Terms or your use of our services shall be subject to the exclusive jurisdiction of the courts of England and Wales.


16. Consumer Rights

Nothing in these Terms affects your statutory rights as a consumer under English law, including your rights under the Consumer Rights Act 2015.


Contact Us

For any questions regarding these Terms, please contact your branch:


    • Acton: acton@theprivatespa.co.uk | 02036494226 | 169 The Vale, W3 7RD London


    • Hackney Wick: hackneywick@theprivatespa.co.uk | 02036494227 | 3 Copper Street, E20 3AW London