Policies
General Terms & Conditions
Pre-payment:
We require full payment upon booking. Refundable up to 24 hours or 48 hours for the Guru of Relaxation and Couple’s Massage, prior to your appointment if need to cancel or reschedule.
Bookings via Treatwell
Treatwell is a third party and not the actual business. When you book via Treatwell, we will get in touch to request payment, even if you chose to “pay at venue”. We prefer you book via our own booking system.
Offers / Packages:
You can take one offer/package at a time as they are non-accumulative. These do not qualify for the Loyalty Points. Limited offers end on the due date without exceptions.
How to change or cancel an appointment:
Cancellation/rescheduling can be made via email, text or phone call.
Mobile Phones:
In the interest of comfort of all our clients, please refrain from using a mobile phone and ensure it is switched off for the full duration of your visit.
Children:
Please understand that we cannot accommodate children under 12 – unless supervised by an adult during your treatment.
If you are unable to find childcare: I have had clients bring their babies/toddlers in before and that is absolutely fine but notice that it is under your responsibility to ensure his/her wellbeing and safety.
Payment:
We accept credit and debit cards, online payments, bank transfer and PayPal.
- We do not accept American Express.
The total cost of your booking or product is the price as set out on this website. There may be some old flyers around with different prices on them and only the ones on this website apply.
You confirm that the credit/debit card being used is yours.
All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your card refuses to or does not, for any reason, authorise payment, we have other payment options available (see above).
We reserve the right to change the prices on this website and other online platforms without previous notice. We advice that you check the prices before booking to avoid surprises.
Online Communications:
Any unprotected E-Mail communication over the Internet is, as with communication via any other medium (e.g. mobile phones, post office mail), not confidential, subject to possible interception or loss. We are not responsible for any hacker attacks.
Links/Software:
Links from and to websites outside this website are meant for convenience only. Ana Guerrero’s Holistic Wellbeing does not review, endorse, approve or control, and is not responsible for any sites linked from or to this site, the content of those sites, the third parties named therein or their products and services. Clicking the links to any other site is at your sole risk and we will not be responsible or liable for any damage in connection to links.
Our Right to Cancel and Make Changes:
We reserve the right to modify or withdraw, temporarily or permanently, this website (or any part thereof) with or without notice to you and you confirm that we shall not be liable to you or any third party for any modification to or withdrawal of the website.
Changes to the terms and conditions:
It is your responsibility to check regularly to determine whether the conditions still suit your needs. If you do not agree to any of the t’s and c’s, you may stop using our website and services.
Privacy Policy:
Your personally identifiable information is kept securely. Only authorised employees, agents and contractors (who have agreed to keep information secure and confidential) have access to this information. All emails and newsletters from us allow you to opt out of further mailings.
We will never sell, trade, rent, exchange or otherwise share your personal information with any other person, company or organisation unless legally necessary.
We keep your online data on a secure server and your paper data in a locked cabinet. We fully comply with all applicable UK Data Protection and Consumer Protection Legislation.
Distribution of Information:
We may share information with governmental agencies, health services or your care team if it means protecting your health, and we will always ask for your permission before doing so.
We may also share information if we believe that the information you have shared with us is a threat to yourself or someone else.
Purchase Policy & Cancellation Terms
Cancellation and Rescheduling :
For a full refund of the deposit or the full value if paid in whole in advance, at least a 24-hour notice (or 48-hour for the Guru of Relaxation) is required if you need to cancel or reschedule your appointment for any treatment, except for Corporate and Pamper Parties, for which we require a longer notice period. See below.
If you fail to show up to your appointment, you will be required to pay the full value until you can book again.
If you arrive at the appointment and are unable to receive a treatment due to having one of the listed contra-indications, the full value of the session will be charged as it is your responsibility to make sure you are fit for treatment. In doubt, ask Ana or your doctor prior to booking.
If part of a booking is cancelled or changed after arrival, the cost of treatment will reflect the price difference and honour it.
As we are unable to judge the reasons for change, cancellation or non-arrival, clients are reminded that no exceptions to these terms and conditions will be made and that any booking made (verbal or written) forms a legally binding contract.
Wellbeing Plans (Massage):
The Plans work with a standing order period of 3 to 6 months, which you can keep renewing at no extra cost.
When you sign up to any of the Plans but fail to complete the minimum term of 3 months, full price will be paid for the previously used sessions. Any outstanding balance and a £10 admin fee will need to be settled within two weeks before you can book any further appointments. For example, let’s say that you sign up for the Sports & Maintenance Plan at £90 a month, but only make it to the first four sessions, £20 plus a £10 admin fee would then become an outstanding balance. This is to avoid misuse of the kind discount.
Therapy Packages:
All packages are to be paid in advance as a one-off payment.
If you do not show up to your appointment or reschedule with less than a 24-hour notice, that session is non-recoverable and counts as used.
There is a £20 admin fee when issuing a refund.
When cancelling a Package, the used sessions become fully chargeable and the refund will reflect the difference. This is to avoid misuse of our kindly offered discount. In example, let’s say that you take a pack of 6 sessions (£50 per individual session, £45 with the pack discount) and you use 3 of them. If you wanted a refund at this point, £15 would become fully payable for the used 3 sessions, plus a £20 admin fee. This means that you’d get £100 back, instead of £135.
Gift Vouchers:
- Gift Vouchers are non-refundable and will not be accepted after the expiry date, without exceptions.
- Vouchers cannot be redeemed for cash, sold or transferred.
- Cancelling with less than 48 hours’ notice and failure to show up to the appointment will void the voucher.
Corporate Events:
- Corporate events may be booked up to 3 months prior to the day of the event. A minimum of 30-day notice is required to cancel at no charge.
- A 50% deposit is required to secure your event. Final payment is due on the day of the event, on arrival.
- In the event of Ana Guerrero’s Holistic Wellbeing becoming unavailable on the day, we reserve the right to provide service through another contractor; if this is not possible, a full refund will be processed.
- This is how cancellation fees work for Corporate events:
• More than 30-day notice ~ Full refund less a £10 administration charge
• Up to 29-day notice ~ 30% loss plus a £10 administration charge
• Up to 15-day notice ~ 50% loss plus a £10 administration charge
• Less than 15-day notice ~ 100% loss plus a £10 administration charge
Pamper Party (as in an afternoon/evening with friends):
A Pamper Party may be booked up to 1 month prior to the day chosen for the event.
- A minimum of 14-day notice is required to cancel at no charge.
- A 50% deposit is required to secure your event, to be paid the day you book. Final payment is due on the day of the event, on arrival.
- In the event of Ana Guerrero’s Holistic Wellbeing becoming unavailable on the day, we reserve the right to provide service through another contractor; if this is not possible, full refund will be processed.
- This is how cancellation fees work for Pamper Parties:
• More than 15-day notice ~ Full refund less a £10 administration fee
• Less than 15-day notice ~ 100% loss plus a £10 administration fee
Pamper Party (as in a Wedding/Hen party):
Wedding/hen events may be booked up to 5 months prior to your wedding day.
- A 50% deposit is required to secure any wedding/hen party. This is to be paid at the time of booking. Final payment is due on the day of the event, on arrival.
- In the event of Ana Guerrero’s Holistic Wellbeing becoming unavailable on your wedding day, we reserve the right to provide service through other contractors; if this is not possible, full refund will be processed.
- This is how cancellation fees work:
• Up to 5-month notice ~ Full refund less a £10 administration charge
• 3-4 months and 29 days’ notice ~ 30% loss plus a £10 administration charge
• 2 months and 29 days’ notice ~ 75% loss plus a £10 administration charge
• 1 month and 29 days or less notice ~ 100% loss plus a £10 administration charge
As we are unable to judge reasons for change or cancellation, guests are reminded that no exceptions to the above conditions will be made and that any booking made (verbal or written) forms a legally binding contract.
Refund Policy
We do not offer refunds for any completed services. However, if you are in any way dissatisfied with any aspect of your experience, please contact us. We will try our utmost to resolve any problems.
Your payment is refunded when appropriate notice has been given, as stated in the cancellation terms and conditions, this is 24 hours or 48 hours for the Guru of Relaxation and Couple’s Massage, prior to your appointment.
When we issue a refund, £20 will be used towards admin.
Vouchers/credit are non refundable.
