We respect your privacy

Introduction Petts Wood Spa respects your privacy and is committed to protecting your data. This privacy notice tells you how we look after the information you may provide to us about yourself in your dealings with us, both online and offline. 1. Purpose of this notice This privacy notice explains our approach to any information about yourself that you might supply to us (or that we may collect about you) in your interactions with Petts Wood Spa, which contains personal data and sets out your rights regarding our processing of your data. This privacy notice intends to help you make informed decisions when using our website and resources and in your other interactions with Petts Wood Spa. Please take a moment to read and understand it. Use of our website is also subject to our terms of use, acceptable use policy and cookies policy, which you accept in conjunction with this privacy notice. Please also note that this privacy notice only applies to the use of personal data collected by Petts Wood Spa during your communications with us. It also applies to any communications with our carefully selected service providers that we rely on to carry out some of our activity, but it does not apply to personal data collected during your communications with third parties. 2. Who are we, and what do we do Petts Wood Spa, a beauty and aesthetics practice (for more information about us, please visit our website www.pettswoodspa.co.uk ) The Managing Director of Petts Wood Spa is the data controller responsible for your data. References to ("we" "us" or "our") in this privacy notice are references to Petts Wood Spa. 3. How to contact us If you have any questions about this privacy notice or want to exercise your rights (see Section 13: How to access your information and your other rights), please contact us by: please contact us via our contact form, which you can find on the website; or writing to us at: General Manager, Petts Wood Spa, 59 Queensway, Pettswood, BR5 1EB. 4. When do we collect personal data? We collect personal data about you in many different circumstances, most of which involve direct interaction between you and us, but some do not. We collect personal data about you: When you create an account with us. When you engage with us and on social media or make any purchases from us. When you contact us by any means with queries, complaints, etc. or apply for a job with us. When you ask us to send you information or resources. When you enter an event or workshop. When you choose to complete any survey. When you participate in any of our marketing and advertising activity or agree to provide any service to us. When you comment on or review our information, sevices or products. Any individual may access personal data related to them. If your comment or review includes information about a member of our staff you dealt with, we may pass those on to them. When you fill in any forms, for example, if you take part in any treatments, marketing activity or we ask you for permission to feature your image or testimonials in our publicity materials. When you've given a third-party permission to share with us the information they hold about you. When you have given your consent to share information or where the information is made public as a matter of law If you visit our offices which have CCTV systems operated for the security of both our clients, visitors and staff. These systems may record your image during your visit. 5. What sort of personal data do we collect? Personal information we may collect from you in the following ways: Information you voluntarily provide to us: We collect and maintain personal data that you voluntarily submit to us during your use of our services, such as treatments or purchases, your use of our website and your other interactions with us (e.g. when registering to receive information from us, signing up as a client, during the course of correspondence and conversations with us, as part of any user support interactions, or if you participate in any marketing activity, communicate with us via social media or apply for a job with us). In particular, in order to sign up and create an account on our website, online booking system or to participate in our services (e.g. having a treatment, purchasing a product/gift voucher), we request the following personal information from you: Name Date of Birth Title Email address Phone number A medical consultation form to be filled out. Other than the information which is definitely required to set up your account and participate in treatments with us, you have the flexibility to provide us with as little or as much of this requested information as you like. However, the more information you provide, the more you will get out of your interactions with us. In certain circumstances, we may not provide you with our services without obtaining specific information. If you contact us, we may collect additional personal data from you, such as your opinion on competitors treatments and activities, social media and services we provide. Information we collect through your use of our website: Through our use of cookies, log files and other technologies, we may collect personal data regarding your mobile device or the computer hardware and software used to access our website. This may include the following: The IP address of device(s) used browser type operating system and device type approximate location (e.g. London) access times and dates; and referring website addresses We also collect personal data regarding your use of and activity on our website. This personal data allows us to deliver more helpful information, services and tools. Please see our cookie policy on our website for further information. Information we collect from third parties: We may also combine personal data that we collect through your interactions with us with personal data that: a) you have provided to third parties and in respect of which you have given the third-party permission to share with us; and/or b) we have obtained from a public record. 6. What legal grounds do we have for using your data? We will only use your data where the law allows us to. There are various grounds under data protection law (also referred to as lawful basis or legal basis) to rely on when processing your data. In some contexts, more than one ground applies. We have summarised these grounds as Contract, Legal Obligation, Legitimate Interests and Consent and outline what those terms mean in the following table: Term Ground for processing Explanation Contract Processing is necessary for a contract's performance or to take steps at your request to enter a contract. We are carrying out our contractual duties and exercising our contractual rights. Legal Obligation. Processing is necessary to comply with our legal obligations Ensuring we perform our legal and regulatory duties. For example, health and safety obligations and avoiding unlawful discrimination. Legitimate Interests Processing is necessary for our or a third party's legitimate interests. A third party or we have legitimate interests in carrying on, managing and administering our respective businesses effectively and properly and connecting with those interests processing your data. We will not process your data on this basis if your interests, rights and freedoms override our or a third party's interests. Consent You have given specific consent to processing your data. Generally, we rely on consent as a legal basis for processing your data only to send you information about Petts Wood Spa via email or text message, which you have not specifically asked us. You have the right to withdraw consent to us sending you this information at any time by contacting us (see How to contact us?). 7. How and why do we use your data? We set out a description of how we use your data and which of the lawful grounds for processing we rely on to do so. Note that we may process your data for more than one lawful ground depending on the specific purpose of using your data. Please contact us if you need details about the specific legal ground we rely on to process your data where more than one ground that set out in the table below. Purpose / Activity. Ground for Processing. To register you as a new client or user of Petts Wood Spa. Legitimate interests. To respond to job applications. Legitimate interests. To participate in our activity (e.g., a case study, a trial subject or as a tester) or provide services to support the positive holistic approach to health and beauty. Consent Legitimate interests Contract. To respond to your communications with us, e.g. a general enquiry Legitimate interests. To manage our relationship with you, including (a) Notifying you about changes to our terms or privacy notice (b) Asking you to leave a review or take a survey. Legal obligation. Legitimate interests. To enable you to take part in the services we offer and provide, events and workshops, competitions, competition, or complete a survey. Legitimate interests. Contract. To administer and protect our business and our staff and run the services we provide, including our daily business activities and our website. Legitimate interests. Legal obligation. To deliver relevant content and other information to you and measure or understand the effectiveness of the information we send to you. Legitimate interests. Consent. To use data analytics to improve our website, information, resources and user relationships and experiences. Legitimate interests To make suggestions and recommendations to you about information that may be of interest to you, e.g., new treatments or updates on treatments you've had with us before or shown interest via a consultation. If you'd be interested in being a case study to support our positive holistic approach to health and beauty Legitimate interests We use CCTV on our premises for security and crime prevention Legitimate interests. Legal obligation. Communications from us. We strive to provide you with choices regarding specific personal data uses, particularly around communications that we may send to you that you have not explicitly asked. We may use your data to form a view on what we think you may want or need or what may be of interest to you, how we decide which information may be relevant for you. You will receive communications from us about treatments you have booked and purchases, newsletters and treatment updates. You had requested at Petts Wood Spa and via our workshop activity if you had requested information from us when you provided us with your details. When you registered on those activities, and you have not opted out of receiving those communications. Third-party marketing. We will never share your data with any company for marketing purposes. Opting out You can ask us to stop sending you communications about our activities by contacting us at any time. Change of purpose We will only use your data for the purposes for which we collected it unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you would like an explanation of how the processing for the new purpose is compatible with the original purpose, please click here to contact us. If we need to use your data for an unrelated purpose, we will notify you, and we will explain the legal ground which allows us to do so. Note that we may process your data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law. 8. Use of cookies Our website may use specific cookies, pixels, beacons, log files, and other technologies you should be aware of. You can set your browser to refuse all or some browser cookies or alert you when websites set or access cookies. Please note that some parts of our website may become inaccessible or may not function as intended when you disable or refuse cookies. Please see our cookie policy to find out more about the cookies we use and how to manage and delete cookies. 9. Third-party links and services Our website may contain links to third-party websites and services. Please remember that when you use a link to go from our website to another website or request a third-party service, this privacy notice no longer applies. Your browsing and interaction on any other website, or your dealings with any other third-party service provider, is subject to that website's or third-party service provider's own rules and policies. We do not monitor, control, or endorse the privacy practices of any third parties. We encourage you to become familiar with the privacy practices of every website you visit or third party service provider that you deal with and to contact them if you have any questions about their respective privacy policies and practices. This privacy notice applies solely to personal data collected by us through our website and does not apply to these third-party websites and third-party service providers. 10. Transfers outside the EEA The remit of our business is within Great Britain, and so there is generally no need for us to transfer your data outside the EEA. Whenever we transfer your data out of the EEA, we ensure a similar degree of protection afforded to it by ensuring at least one of the following safeguards implemented: We will only transfer your data to countries deemed to provide an adequate level of protection for personal data by the European Commission. We may use specific contracts approved by the European Commission, giving personal data the same protection it has in Europe. We use providers based outside the EEA; we may transfer data to them if they are part of the Privacy Shield, which requires them to provide similar protection to personal data shared between Europe and countries outside the EEA. 11. How long do we keep your personal information? We will only keep your data for as long as it is necessary for our purposes. In considering how long to keep personal data, we will consider its relevance to our business and our legal and regulatory obligations. Petts Wood Spa will keep records for two years after your last interaction with us (e.g. your previous treatment, purchase of product or voucher, job application, social media interactions) except where there may be a legal obligation to keep your records for longer. 12. Confidentiality and security of your personal information We are committed to keeping the personal information you provide us secure, and we will take reasonable precautions to protect your personal information from loss, misuse or alteration. We have implemented information security policies, rules and technical measures to protect the personal information that we have under our control from: unauthorised access; improper use or disclosure; unauthorised modification; and unlawful destruction or accidental loss. Employees and data processors (i.e. those who process your data on our behalf, for the purposes listed above), who have access to, and associated with the processing of personal data, are obliged to respect the confidentiality of the personal data of all users of our website and anyone else whom data we may hold. 13. How to access your information and your other rights You have the following rights concerning the personal information we hold about you: Your right of access. If you ask us, we'll confirm whether we're processing your data and, if so, provide you with a copy of that personal data (along with specific other details). If you require additional copies, we may need to charge a reasonable fee. Your right to rectification. If the personal data we hold about you is inaccurate or incomplete, you're entitled to rectify it. If we've shared your data with others, we'll let them know about the rectification where possible. If you ask us, where possible and lawful, to do so, we'll also tell you whom we've shared your data with so that you can contact them directly. Your right to erasure. You can ask us to delete or remove your data in some circumstances, such as where we no longer need it, or you withdraw your consent (where applicable). If we've shared your data with others, we'll let them know about the erasure where possible. If you ask us where possible and lawful to do so, we'll also tell you whom we've shared your data with so that you can contact them directly. Your right to restrict processing. You can ask us to 'block' or suppress your data processing in certain circumstances, such as where you contest the accuracy of that personal data or object to us processing it. However, it won't stop us from storing your data. We'll tell you before we lift any restriction. If we've shared your data with others, we'll let them know about the restriction where possible. If you ask us where possible and lawful to do so, we'll also tell you whom we've shared your data with so that you can contact them directly. Your right to data portability. You have the right, in certain circumstances, to obtain the personal data you've provided us with (in a structured, commonly used and machine-readable format) and to re-use it elsewhere or ask us to transfer this to a third party of your choice. Your right to object. You can ask us to stop processing your data, and we will do so if we're: relying on our own or someone else's legitimate interests to process your personal information except if we can demonstrate compelling legal grounds for the processing; processing your data for direct marketing; or processing your data for research unless such processing is necessary for the performance of a task carried out in the public interest. Your rights in relation to automated decision-making and profiling. You have the right not to be subject to a decision based on automatic processing, including profiling, and it produces a legal effect or similarly significantly affects you unless such profiling is necessary for entering into, or the performance of, a contract between you and us. Your right to withdraw consent. If we rely on your consent as our legal basis for processing your data, you have the right to withdraw that consent at any time. 14. Changes to this privacy notice We may make changes to this privacy notice from time to time, and you should tell us if your information changes. To ensure that you are always aware of how we use your data, we will update this privacy notice from time to time to reflect our personal data use changes. We may also make changes as required to comply with changes in applicable law or regulatory requirements. We may notify you by email of any significant changes. However, we encourage you to review this privacy notice periodically to know how we use your data. 15. Changes to your information The personal data we hold about you must be accurate and current. Please contact us to tell us of your data changes during your relationship with us.

Please read these terms and conditions of service carefully. These terms and conditions shall govern all contracts that we may enter into from time to time to provide our services, and we will ask for your express acceptance of these terms and conditions before providing any services to you. You must let us know at the time of booking if you suffer from any allergies or medical conditions (for example, a heart condition, high or low blood pressure, or diabetes) or have an injury. Medical conditions and injuries may mean that some treatments are contra-indicated in part or whole. If you have recently undergone an operation or had treatment for cancer within the last five years, we may need GP approval for certain types of treatments. If you are pregnant or trying as some treatments may not be suitable. 1. Definitions 1.1 In these Terms and Conditions: "Charges" means the amounts specified in the Price List/Treatment Guide in respect of the Services, and such other payments in respect of the Services as may be agreed in writing by the parties from time to time; "Client" means the person who contracts with to receive the Services and may be identified on a Client Form; "Confidential Client Information" means: (a) any medical or health-related information about the Client that the Client discloses to Petts Wood Spa; (b) any photographic images of the Client created by Petts Wood Spa; and (c) any other information disclosed by the Client to Petts Wood Spa (whether disclosed in writing, orally or otherwise) that at the time of disclosure was marked or described as "confidential" or should have been understood by Petts Wood Spa (acting reasonably) to be confidential; "Client Form" means a form issued by Petts Wood Spa and completed and signed by the Client, which may include health-related questions for the Client; "Contract" means the Contract between Petts Wood Spa and the Client for the provision of Services to the Client made under these Terms and Conditions; "Effective Date" means the date upon which the Client agrees to pay the Charges and Petts Wood Spa agrees to provide the Services to the Client, providing that if the Client makes a booking request for the Services by telephone, the Effective Date shall be the date upon which Petts Wood Spa sends to the Client a written booking confirmation incorporating these Terms and Conditions; "Force Majeure Event" means an event, or a series of related events, that is outside the reasonable control of the party affected; "Price List" means Petts Wood Spa's standard price list/menu for the Services. We may amend and updated from time to time and publish on Petts Wood Spa's website and available at Petts Wood Spa's premises; "Services" means any services that Petts Wood Spa agrees to provide to the Client or does, in fact, provide to the Client; "Standard Cancellation Period" means, in respect of an appointment or Services, at least 24 hours before the appointment is due to take place (or 48 hours in the case of appointments that scheduled to last for 2 hours or more); "Term" means the term of the Contract, commencing and ending in accordance with Clause 2.1; "Terms and Conditions" means these terms and conditions of service plus the Client Form(s), including any amendments to these terms and conditions from time to time; and "Petts Wood Spa" means a company incorporated in England and Wales having its registered office at: Unit 10 Clayfield Mews Newcomen Road Tunbridge Wells Kent TN4 9PA. 2. Term 2.1 The Contract shall come into force upon the Effective Date and shall continue in force indefinitely, subject to termination in accordance with Clause 12. 2.2 Unless the parties expressly agree otherwise in writing, each request for and agreement to provide Services shall constitute a new Contract under these Terms and Conditions. 3. Services 3.1 Petts Wood Spa shall provide the Services to the Client with reasonable skill and care in accordance with these Terms and Conditions. 3.2 The Services shall be performed at the premises of Petts Wood Spa during an appointment or appointments, upon the day or days, and at the time or times agreed by the parties. 3.3 The Client agrees that Petts Wood Spa may modify the nature of any agreed Services where Petts Wood Spa reasonably believes it is in the Client's best interests to do so. 3.4 If the Client wishes to cancel or reschedule a Services appointment, then: (a) if Petts Wood Spa receives notice of this during the Standard Cancellation Period, at least 24 hours before the appointment is due to take place (or 48 hours in the case of appointments that scheduled to last for 2 hours or more); the Client shall be entitled to (i) a full refund of the Charges payable in respect of the appointment; or (ii) if the Client so elects, an alternative appointment at a later time and/or day (to be agreed by the parties) without the payment of additional Charges; (b) if Petts Wood Spa receives notice of this outside the Standard Cancellation Period but more than 4 hour before the appointment is due to take place, the Client shall be entitled to: (i) a refund of 50% of the Charges payable in respect of the appointment; or (ii) if the Client so elects, an alternative appointment at a later time and/or day (to be agreed by the parties) subject to payment of additional Charges at the rate of 50% of the cost of the original appointment; and (c) otherwise, the Client shall have no entitlement to any refund or alternative appointment. 3.5 Petts Wood Spa may from time to time send appointment reminders, but any failure of Petts Wood Spa to do so or the Client to receive a reminder shall not affect the application of Clause 3.4. 3.6 If Petts Wood Spa is unable to fulfil a Services appointment because of personnel shortage or illness, then providing Petts Wood Spa has used reasonable endeavours to engage alternative personnel, Petts Wood Spa may by written or oral notice to the Client cancel the Services appointment, in which case: (a) Petts Wood Spa shall not be in breach of the Contract or otherwise liable to the Client in respect of a failure to supply the relevant Services; and (b) the Client shall be released from any liability to pay Charges in respect of the relevant appointment, and shall be entitled to a refund of any Charges previously paid in respect of that appointment. 3.7 This Clause 3 shall be without prejudice to any statutory rights of the Client. 3.8 If the Services include any medical or physical treatment, there may be a risk of an adverse reaction and/or temporary or persistent negative side effects. Providing that Petts Wood Spa has supplied the services with reasonable skill and care, and subject always to Clause 10.1, Petts Wood Spa will not be liable to the Client in respect of any loss or damage arising out of such an adverse reaction or negative side effect. 4. Client obligations 4.1 Save as expressly provided in these Terms and Conditions, the Client must attend all Services appointments at the agreed place and time, arriving between 5 and 10 minutes before the scheduled start time. The Client acknowledges that late arrivals may result in reduced-length appointments. 4.2 The Client shall ensure that all information supplied by the Client to Petts Wood Spa in connection with the Contract and Services is true, complete, accurate and non-misleading (including information provided on any Client Form). If any information supplied by the Client to Petts Wood Spa changes, the Client must promptly inform Petts Wood Spa of the change. 4.3 The Client shall follow any reasonable instructions of Petts Wood Spa in relation to the preparation for a Services appointment and behaviour following a Services appointment. 4.4 The Client shall provide to Petts Wood Spa such assistance and co-operation as is reasonably requested by Petts Wood Spa for the purpose of enabling Petts Wood Spa to perform its obligations under the Contract. 4.5 The Client must not be accompanied for an appointment by any baby or child under 16 years of age, excluding: (a) during any time period that Petts Wood Spa designates otherwise; (b) children of 13 years or older who are receiving treatment during a Services appointment. 5. Charges and payments 5.1 The Client shall pay the Charges to Petts Wood Spa in accordance with these Terms and Conditions. 5.2 All amounts stated in or in relation to these Terms and Conditions are, unless the context requires otherwise, stated inclusive of any applicable value-added taxes. 5.3 The Client acknowledges that Petts Wood Spa shall vary the Price List from time to time and agrees to consult the Price List before ordering any Services. 5.4 Unless Petts Wood Spa agrees otherwise in writing, the Client must pay the Charges to Petts Wood Spa before providing the corresponding Services. 5.5 Petts Wood Spa may withhold the Services' provision pending payment of the corresponding Charges in cash or cleared funds. 6. Gift/e-Gift Cards Please see our Gift Card Terms and Conditions 7. Petts Wood Spa's confidentiality obligations 7.1 Petts Wood Spa must: (a) keep the Confidential Client Information strictly confidential; (b) not disclose or publish the Confidential Client Information to any person without the Client's prior written consent; (c) use the same degree of care to protect the confidentiality of the Confidential Client Information as Petts Wood Spa uses to protect Petts Wood Spa's own confidential information of a similar nature, being at least a reasonable degree of care; and (d) act in good faith at all times in relation to the Client Confidential Information. 7.2 Notwithstanding Clause 7.1, Petts Wood Spa may disclose the Client Confidential Information to Petts Wood Spa's officers, employees, professional advisers, insurers, agents, and subcontractors bound by a written agreement or professional obligation to protect the confidentiality of the Client Confidential Information. 7.3 This Clause 7 imposes no obligations upon Petts Wood Spa with respect to Client Confidential Information that: (a) is known to Petts Wood Spa before disclosure under these Terms and Conditions and is not subject to any other obligation of confidentiality; (b) is or becomes publicly known through no act or default of Petts Wood Spa; or (c) the Client has agreed that Petts Wood Spa may publish. 7.4 The restrictions in this Clause 7 do not apply to the extent that any Client Confidential Information is required to be disclosed by any law or regulation or by any judicial or governmental order or request. 7.5 The provisions of this Clause 7 shall continue in force indefinitely following the termination of the Contract. 8. Distance and off-premises contracts 8.1 This Clause 8 applies only if: (a) the Client enters into the Contract with Petts Wood Spa as a consumer – that is, as an individual acting wholly or mainly outside the Client's trade, business, craft or profession; (b) the Contract is a distance contract or off-premises Contract within the meaning of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013; and (c) the Contract is not a contract for Services related to leisure activities that provide for a specific date or performance period. 8.2 The Client acknowledges that the contracts for Services will usually fall outside Clause 8.1(b) and/or Clause 8.1(c), and accordingly, the Client will usually have no right to cancel the Contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. 8.3 If this Clause 8 applies, the Client may withdraw an offer to enter into the Contract with Petts Wood Spa at any time; and the Client may cancel the Contract entered into with Petts Wood Spa at any time within the period: (a) beginning when that Contract was entered into; and (b) ending at the end of 14 days after the day on which that Contract was entered into, subject to Clause 8.4. The Client does not have to give any reason for the withdrawal or cancellation. 8.4 The Client agrees that Petts Wood Spa may begin the provision of the Services before the expiry of the period referred to in Clause 8.3, and the Client acknowledges that, if Petts Wood Spa does begin the provision of services before the end of that period, then: (a) if the services are fully performed, the Client will lose the right to cancel referred to in Clause 8.3; and (b) if the services are partially performed at the time of cancellation, the Client must pay to Petts Wood Spa an amount proportional to the services supplied, or Petts Wood Spa may deduct such amount from any refund due to the Client in accordance with this Clause 8. 8.5 In order to withdraw an offer to enter into the Contract or cancel the Contract on the basis described in this Clause 8, the Client must inform Petts Wood Spa of the Client's decision to withdraw or cancel (as the case may be). The Client may inform Petts Wood Spa using any clear statement setting out the decision. In the case of cancellation, the Client may inform Petts Wood Spa using the cancellation form that Petts Wood Spa will make available to the Client. To meet the cancellation deadline, it is sufficient for the Client to send its communication concerning the exercise of the right to cancel before the cancellation period has expired. 8.6 If the Client withdraws an offer to enter into the Contract, or cancels the Contract, on the basis described in this Clause 8, the Client will receive a full refund of any amount the Client paid to Petts Wood Spa in respect of that Contract, except as specified in this Clause 8. 8.7 Petts Wood Spa will refund money using the same method to make the payment unless the Client has expressly agreed otherwise. In any case, the Client will not incur any fees as a result of the refund. 8.8 Petts Wood Spa will process the refund due to the Client as a result of a cancellation on the basis described in this Clause 8 without undue delay and, in any case, within the period of 14 days after the day on which Petts Wood Spa is informed of the cancellation. 9. Limited warranties 9.1 All of the parties' warranties and representations in respect of the subject matter of the Contract are expressly set out in these Terms and Conditions. 9.2 Subject to Clause 10.1, no other warranties or representations will be implied into that Contract, and no other warranties or representations relating to the subject matter of that Contract will be implied into any other contract. 10. Limitations and exclusions of liability 10.1 Nothing in these Terms and Conditions will: (a) limit or exclude any liability for death or personal injury resulting from negligence; (b) limit or exclude any liability for fraud or fraudulent misrepresentation; (c) limit any liabilities in any way that is not permitted under applicable law; or (d) exclude any liabilities that may not be excluded under applicable law, and, if a party is a consumer, that party's statutory rights will not be excluded or limited by these Terms and Conditions, except to the extent permitted by law. 10.2 The limitations and exclusions of liability set out in this Clause 10 and elsewhere in these Terms and Conditions: (a) are subject to Clause 10.1; and (b) govern all liabilities arising under these Terms and Conditions or relating to the subject matter of these Terms and Conditions, including liabilities arising in Contract, in tort (including negligence) and for breach of statutory duty, except to the extent expressly provided otherwise in these Terms and Conditions. 10.3 Petts Wood Spa will not be liable to the Client in respect of any losses arising out of a Force Majeure Event. 10.4 Petts Wood Spa will not be liable to the Client in respect of any loss of revenue or income. 10.5 Petts Wood Spa will not be liable to the Client in respect of any loss or damage arising out of the Client's failure to comply with Clause 4. 10.6 Petts Wood Spa will not be liable to the Client in respect of any special, indirect or consequential loss or damage. 10.7 The liability of Petts Wood Spa to the Client under the Contract in respect of any event or series of related events shall not exceed the greater of: (a) GBP 2,500; and (b) The Client's total amount paid and payable to Petts Wood Spa under the Contract in the 12 month period preceding the commencement of the event or events. 10.8 The aggregate liability of Petts Wood Spa to the Client under the Contract shall not exceed GBP 10,000. 11. Force Majeure Event 11.1 If a Force Majeure Event gives rise to a failure or delay in either party performing any obligation under the Contract (other than any obligation to make a payment), that obligation will be suspended for the duration of the Force Majeure Event. 12. Termination and Client Banning Policy 12.1 In the case of any Contract for ongoing Services of indefinite duration, either party may terminate the Contract by giving to the other party not less than seven days written notice of termination. 12.2 Either party may terminate the Contract immediately by giving written notice of termination to the other party if: (a) the other party commits any material breach of the Contract, and the breach is not remediable; or (b) the other party commits a material breach of the Contract, and the breach is remediable, but the other party fails to remedy the breach within the period of 7 days following the giving of a written notice to the other party requiring the breach to be remedied. 12.3 The Contract shall automatically terminate if the Client dies or, as a result of illness or incapacity, the Client becomes incapable of managing his or her own affairs. 12.4 Petts Wood Spa may terminate the Contract immediately by giving written notice to the Client if the Client fails to pay any amount due under the Contract by the due date. 12.5 Notwithstanding the termination provisions above, Petts Wood Spa reserves the right to refuse service to any client for reasons including but not limited to those outlined in the Client Banning Policy (Clause 16). 12.6 A banned client will be notified in writing of their ban, specifying the reasons for the ban and its duration. The ban may be temporary or permanent, as determined by Petts Wood Spa. 12.7 Banned clients will not be entitled to any refunds for services not provided due to the ban. 12.8 Petts Wood Spa's decision to ban a client is final, and the banned client may not return to Petts Wood Spa premises or receive services from Petts Wood Spa during the ban period. 13. Effects of termination 13.1 Upon the termination of the Contract, all of the provisions of these Terms and Conditions shall cease to have an effect, save that the following provisions of these Terms and Conditions shall survive and continue to have an effect (in accordance with their express terms or otherwise indefinitely): Clauses 1, 3.8, 7, 10, 13 and 15. 13.2 Except to the extent that these Terms and Conditions expressly provides otherwise, the termination of the Contract shall not affect the accrued rights of either party. 14. Subcontracting, Assignment, and General Provisions 14.1 Subcontracting: Petts Wood Spa may subcontract any of its obligations under the Contract. Petts Wood Spa shall remain responsible to the Client for the performance of any subcontracted obligations. 14.2 Contract Variations: The Contract may not be varied except by a written document signed by or on behalf of each party. 14.3 Assignment of Rights: The Client hereby agrees that Petts Wood Spa may assign Petts Wood Spa's contractual rights and obligations under the Contract to any successor to all or a substantial part of the business of Petts Wood Spa from time to time, providing that, if the Client is a consumer, such action does not serve to reduce the guarantees benefiting the Client under the Contract. The Client must not, without the prior written consent of Petts Wood Spa, assign, transfer, or otherwise deal with any of the Client's contractual rights or obligations under the Contract. 14.4 Entire Agreement: The Terms and Conditions shall constitute the entire agreement between the parties in relation to the subject matter of the Contract and shall supersede all previous agreements, arrangements, and understandings between the parties in respect of that subject matter. 14.5 Governing Law: The Contract shall be governed by and construed in accordance with English law. 14.6 Jurisdiction: The courts of England shall have exclusive jurisdiction to adjudicate any dispute arising under or in connection with the Contract.

1. Introduction 1.1 These terms and conditions shall govern the sale and purchase of products through our website. 1.2 You will be asked to give your express agreement to these terms and conditions before you place an order on our website. 1.3 This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015). 2. Interpretation 2.1 In these terms and conditions: (a) “we” means Petts Wood Spa; and (b) “you” means our customer or prospective customer, and “us”, “our” and “your” should be construed accordingly. 3. Order process 3.1 The advertising of products on our website constitutes an “invitation to treat” rather than a contractual offer. 3.2 No contract will come into force between you and us unless and until we accept your order in accordance with the procedure set out in this Section 3.3 To enter into a contract through our website to purchase products from us, the following steps must be taken: you must add the products you wish to purchase to your shopping cart, and then proceed to the checkout; if you are a new customer, you may create an account with us and log in; if you are an existing customer, you should enter your login details; once you are logged in, you must select your preferred method of delivery/collection and confirm your order and your consent to the terms of this document; our payment service provider will handle your payment; we will then send you an initial acknowledgement; and once we have checked whether we are able to meet your order, we will either send you an order confirmation (at which point your order will become a binding contract) or we will confirm by email that we are unable to meet your order. 3.4 You will have the opportunity to identify and correct input errors prior to making your order. 4. Products 4.1 We may periodically change the products available on our website, and we do not undertake to continue to supply any particular product or type of product. 5. Prices 5.1 Our prices are quoted on our website. 5.2 We will from time to time change the prices quoted on our website, but this will not affect contracts that have previously come into force. 5.3 All amounts stated on our website are stated inclusive of any applicable VAT. 5.4 It is possible that prices on the website may be incorrectly quoted; accordingly, we will verify prices as part of our sale procedures so that the correct price will be notified to you before the contract comes into force. 5.5 In addition to the price of the products, you may have to pay a delivery charge, which will be notified to you before the contract of sale comes into force. 6. Payments 6.1 You must, during the checkout process, pay the prices of the products you order. 6.2 Payments may be made by any of the permitted methods specified on our website from time to time. 6.3 If you fail to pay to us any amount due under these terms and conditions in accordance with the provisions of these terms and conditions, then we may withhold the products ordered and/or by written notice to you at any time cancel the contract of sale for the products. 6.4 If you make an unjustified credit card, debit card or other charge-back then you will be liable to pay us, within 5 days following the date of our written request: (a) an amount equal to the amount of the charge-back; (b) all third party expenses incurred by us in relation to the charge-back (including charges made by our or your bank or payment processor or card issuer); (c) an administration fee of GBP 25.00 including VAT; and (d) all our reasonable costs, losses and expenses incurred in recovering the amounts referred to in this Section 6.4 (including without limitation legal fees and debt collection fees), and for the avoidance of doubt, if you fail to recognise or fail to remember the source of an entry on your card statement or other financial statement, and make a charge-back as a result, this will constitute an unjustified charge-back for the purposes of this Section 6.4. 7. Deliveries 7.1 We will arrange for the products you purchase to be delivered to the delivery address you specify during the checkout process. 7.2 Our policies and procedures relating to the delivery of products are set out in our delivery policy document. 8. Distance contracts: cancellation right 8.1 This Section 8 applies if and only if you offer to contract with us, or contract with us, as a consumer – that is, as an individual acting wholly or mainly outside your trade, business, craft or profession. 8.2 You may cancel a contract entered into with us through our website (without giving any reason for your cancellation) at any time within the period: (a) beginning upon the submission of your offer; and (b) ending at the end of 14 days after the day on which the products come into your physical possession or the physical possession of a person identified by you to take possession of them (or, if the contract is for delivery of multiple products, lots or pieces of something, 14 days after the day on which the last of those products, lots or pieces comes into your physical possession or the physical possession of a person identified by you to take possession of them). 8.3 In order to cancel a contract on the basis described in this Section 8, you must inform us of your decision to cancel. You may inform us by means of any clear statement setting out the decision. You may alternatively inform us using the cancellation form that we will make available to you. To meet the cancellation deadline, it is sufficient for you to send your communication concerning the exercise of the right to cancel before the cancellation period has expired. 8.4 If you cancel a contract on the basis described in this Section 8, you must send the products back to us (to Petts Wood Spa, 59 Queensway, Pettswood BR5 1EB) or hand them over to us at that address. You must comply with your obligations referred to in this Section 8 without undue delay and in any event not later than 14 days after the day on which you inform us of your decision to cancel the contract. You must pay the direct cost of returning the products. 8.5 If you cancel an order in accordance with this Section 8, you will receive a full refund of the amount you paid to us in respect of the order including the costs of delivery to you, except: (a) if you chose a kind of delivery costing more than the least expensive kind of delivery that we offer, we reserve the right to retain the difference in cost between the kind of delivery you chose and the least expensive kind of delivery that we offer; and (b) as otherwise provided in this Section 8. 8.6 If the value of the products returned by you is diminished by any amount as a result of the handling of those products by you beyond what is necessary to establish the nature, characteristics and functioning of the products, we may recover that amount from you up to the contract price. We may recover that amount by deducting it from any refund due to you or require you to pay that amount direct to us. Handling which goes beyond the sort of handling that might reasonably be allowed in a shop will be “beyond what is necessary to establish the nature, characteristics and functioning of the products” for these purposes. 8.7 We will refund money using the same method used to make the payment, unless you have expressly agreed otherwise. In any case, you will not incur any fees as a result of the refund. 8.8 Unless we have offered to collect the products, we will process a refund due to you as a result of a cancellation on the basis described in this Section 8 within the period of 14 days after the day on which we receive the returned products or (if earlier) after the day on which you supply to us evidence of having sent the products back. If we have not sent the products to you at the time of withdrawal or cancellation or have offered to collect the products, we will process a refund due to you without undue delay and, in any case, within the period of 14 days after the day on which we are informed of the withdrawal or cancellation. 8.9 You will not have any right to cancel a contract as described in this Section 8 insofar as the contract relates to: (a) the supply of goods which are liable to deteriorate or expire rapidly; (b) the supply of non-prefabricated goods that are made on the basis of an individual choice of or decision by you, or goods that are clearly personalised; (c) the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons, where such goods have been unsealed by you; and (d) the supply of goods which are, according to their nature, inseparably mixed with other items after delivery. 9. Warranties and representations 9.1 You warrant and represent to us that: (a) you are legally capable of entering into binding contracts; (b) you have full authority, power and capacity to agree to these terms and conditions; (c) all the information that you provide to us in connection with your order is true, accurate, complete and non-misleading; and (d) you will be able to take delivery of the products in accordance with these terms and conditions and our delivery policy. 9.2 We warrant to you that: (a) we have the right to sell the products that you buy; (b) the products we sell to you are sold free from any charge or encumbrance, except as specified in these terms and conditions; (c) you shall enjoy quiet possession of the products you buy, except as specified in these terms and conditions; (d) the products you buy will correspond to any description published on our website; and (e) the products you buy will be of satisfactory quality. 9.3 All of our warranties and representations relating to the supply of products are set out in these terms and conditions. To the maximum extent permitted by applicable law and subject to Section 10.1, all other warranties and representations are expressly excluded. 10. Limitations and exclusions of liability 10.1 Nothing in these terms and conditions will: (a) limit or exclude any liability for death or personal injury resulting from negligence; (b) limit or exclude any liability for fraud or fraudulent misrepresentation; (c) limit any liabilities in any way that is not permitted under applicable law; or (d) exclude any liabilities that may not be excluded under applicable law, and, if you are a consumer, your statutory rights will not be excluded or limited by these terms and conditions, except to the extent permitted by law. 10.2 The limitations and exclusions of liability set out in this Section 10 and elsewhere in these terms and conditions: (a) are subject to Section 10.1; and (b) govern all liabilities arising under these terms and conditions or relating to the subject matter of these terms and conditions, including liabilities arising in contract, in tort (including negligence) and for breach of statutory duty, except to the extent expressly provided otherwise in these terms and conditions. 10.3 We will not be liable to you in respect of any losses arising out of any event or events beyond our reasonable control. 10.4 We will not be liable to you in respect of any business losses, including (without limitation) loss of or damage to profits, income, revenue, use, production, anticipated savings, business, contracts, commercial opportunities or goodwill. 10.5 You accept that we have an interest in limiting the personal liability of our officers and employees and, having regard to that interest, you acknowledge that we are a limited liability entity; you agree that you will not bring any claim personally against our officers or employees in respect of any losses you suffer in connection with the website or these terms and conditions (this will not, of course, limit or exclude the liability of the limited liability entity itself for the acts and omissions of our officers and employees). 10.6 Our aggregate liability to you in respect of any contract to purchase products from us under these terms and conditions shall not exceed the greater of: (a) GBP 500.00; and (b) the total amount paid and payable to us under the contract. 11. Order cancellation 11.1 We may cancel a contract under these terms and conditions immediately, by giving you written notice of termination, if: (a) you fail to pay, on time and in full, any amount due to us under that contract; or (b) you commit any breach of that contract. 11.2 You may cancel a contract under these terms and conditions immediately, by giving us written notice of termination, if we commit any breach of that contract. 11.3 We may cancel a contract under these terms and conditions by written notice to you if we are prevented from fulfilling that contract by any event beyond our reasonable control, including without limitation any unavailability of raw materials, components or products, or any power failure, industrial dispute affecting any third party, governmental regulations, fire, flood, disaster, riot, terrorist attack or war. 12. Consequences of order cancellation 12.1 If a contract under these terms and conditions is cancelled in accordance with Section 11: (a) we will cease to have any obligation to deliver products which are undelivered at the date of cancellation; (b) you will continue to have an obligation where applicable to pay for products which have been delivered at the date of cancellation (without prejudice to any right we may have to recover the products); and (c) all the other provisions of these terms and conditions will cease to have effect, except that Sections 1.3, 6.4, 10, 12, 14, 15, 16, 17, 18, 19 and 20 will survive termination and continue in effect indefinitely. 13. Scope 13.1 These terms and conditions shall not constitute or effect any assignment or licence of any intellectual property rights. 13.2 These terms and conditions shall not govern the licensing of works (including software and literary works) comprised or stored in products. 13.3 These terms and conditions shall not govern the provision of any services by us or any third party, whether in relation to the products (other than delivery services) or otherwise. 14. Variation 14.1 We may revise these terms and conditions from time to time by publishing a new version on our website. 14.2 A revision of these terms and conditions will apply to contracts entered into at any time following the time of the revision, but will not affect contracts made before the time of the revision. 15. Assignment 15.1 You hereby agree that we may assign, transfer, sub-contract or otherwise deal with our rights and/or obligations under these terms and conditions providing, if you are a consumer, that such action does not serve to reduce the guarantees benefiting you under these terms and conditions. 15.2 You may not without our prior written consent assign, transfer, sub-contract or otherwise deal with any of your rights and/or obligations under these terms and conditions. 16. No waivers 16.1 No breach of any provision of a contract under these terms and conditions will be waived except with the express written consent of the party not in breach. 16.2 No waiver of any breach of any provision of a contract under these terms and conditions shall be construed as a further or continuing waiver of any breach of that provision or any other provision of that contract. 17. Severability 17.1 If a provision of these terms and conditions is determined by any court or other competent authority to be unlawful and/or unenforceable, the other provisions will continue in effect. 17.2 If any unlawful and/or unenforceable provision of these terms and conditions would be lawful or enforceable if part of it were deleted, that part will be deemed to be deleted, and the rest of the provision will continue in effect. 18. Third party rights 18.1 A contract under these terms and conditions is for our benefit and your benefit, and is not intended to benefit or be enforceable by any third party. 18.2 The exercise of the parties’ rights under a contract under these terms and conditions is not subject to the consent of any third party. 19. Entire agreement 19.1 Subject to Section 10.1, these terms and conditions, together with our delivery policy and our returns policy, shall constitute the entire agreement between you and us in relation to the sale and purchase of our products and shall supersede all previous agreements between you and us in relation to the sale and purchase of our products. 20. Law and jurisdiction 20.1 These terms and conditions shall be governed by and construed in accordance with English law. 20.2 Any disputes relating to these terms and conditions shall be subject to the exclusive jurisdiction of the courts of England. 21. Statutory and regulatory disclosures 21.1 We will not file a copy of these terms and conditions specifically in relation to each user or customer and, if we update these terms and conditions, the version to which you originally agreed will no longer be available on our website. We recommend that you consider saving a copy of these terms and conditions for future reference. 21.2 These terms and conditions are available in the English language only. 22. Our details 22.1 This website is owned and operated by Petts Wood Spa. 22.2 Petts Wood Spa is a company registered in England. 22.3 Our principal place of business is at 59 Queensway, Pettswood, BR5 1EB, United Kingdom. 22.4 You can contact us by writing to the business address given above, by using our website, by emailing info@pettswoodspa.co.uk or by telephone on 0208 6111 000.

Petts Wood Spa shall provide the Services to the Client with reasonable skill and care in accordance with Terms and Conditions. The Services shall be performed at the premises of Petts Wood Spa during an appointment or appointments, upon the day or days, and at the time or times agreed by the parties. The Client agrees that Petts Wood Spa may modify the nature of any agreed Services where Petts Wood Spa reasonably believes it is in the Client's best interests to do so. If the Client wishes to cancel or reschedule a Services appointment, then: (a) if Petts Wood Spa receives notice of this during the Standard Cancellation Period, at least 24 hours before the appointment is due to take place (or 48 hours in the case of appointments that scheduled to last for 2 hours or more); the Client shall be entitled to (i) a full refund of the Charges payable in respect of the appointment; or (ii) if the Client so elects, an alternative appointment at a later time and/or day (to be agreed by the parties) without the payment of additional Charges; (b) if Petts Wood Spa receives notice of this outside the Standard Cancellation Period but more than 4 hour before the appointment is due to take place, the Client shall be entitled to: (i) a refund of 50% of the Charges payable in respect of the appointment; or (ii) if the Client so elects, an alternative appointment at a later time and/or day (to be agreed by the parties) subject to payment of additional Charges at the rate of 50% of the cost of the original appointment; and (c) otherwise, the Client shall have no entitlement to any refund or alternative appointment. Petts Wood Spa may from time to time send appointment reminders, but any failure of Petts Wood Spa to do so or the Client to receive a reminder shall not affect the application of Clause 3.4 of T&C. If Petts Wood Spa is unable to fulfil a Services appointment because of personnel shortage or illness, then providing Petts Wood Spa has used reasonable endeavours to engage alternative personnel, Petts Wood Spa may by written or oral notice to the Client cancel the Services appointment, in which case: (a) Petts Wood Spa shall not be in breach of the Contract or otherwise liable to the Client in respect of a failure to supply the relevant Services; and (b) the Client shall be released from any liability to pay Charges in respect of the relevant appointment, and shall be entitled to a refund of any Charges previously paid in respect of that appointment. This Clause of T&C shall be without prejudice to any statutory rights of the Client. If the Services include any medical or physical treatment, there may be a risk of an adverse reaction and/or temporary or persistent negative side effects. Providing that Petts Wood Spa has supplied the services with reasonable skill and care, and subject always to Clause 10.1 of T&C, Petts Wood Spa will not be liable to the Client in respect of any loss or damage arising out of such an adverse reaction or negative side effect.

VIP Membership Terms and Conditions Membership Duration and Renewal VIP membership will be valid for the period of time specified at the time of purchase, namely 3 months for the VIP Silver Membership, 6 months for the VIP Gold Membership, 12 months for the VIP Platinum Membership, and 24 months for the VIP Diamond Membership. Membership is non-transferable and non-refundable. The membership can be renewed at the end of the membership period at the then-current membership rate. Membership Benefits VIP membership entitles the member to the following benefits: A discount of 15% on all Spa treatments for Silver and Gold members from Monday to Thursday. A discount of 20% on all Spa & Clinic treatments for Platinum and Diamond members everyday. A discount of 10% on all products (20% for Diamond Members). A discount of 15% an Spa treatments for friends and family who are new clients and who book and attend together with the VIP member. Early access to special offers. Priority booking for daily limited treatments Add-ons and upgrades as specified for each membership level with only Spa treatments. We may also include special benefits as promotion, such as free points and referral benefits. Discounts and Offers Discounts apply only to treatments and products offered by the Petts Wood Spa and Clinic. Discounts cannot be combined with any other promotional offers or vouchers unless otherwise stated. Discounts are not valid on retail products or other services not offered by Petts Wood Spa and Clinic. Add-ons and Upgrades The free add-ons and upgrades specified for each membership level are redeemable only in Petts Wood Spa and during the membership period and cannot be carried forward. Add-ons and upgrades are subject to availability and must be booked in advance. Add-on and Upgrades cannot be redeemed on Petts Wood Clinic services. Loyalty Points Scheme VIP Members are automatically enrolled in our Loyalty Points Scheme and can earn 3% extra cash back in points for every pound spent on services, products, and course passes purchases. These points are subject to our Loyalty Points Scheme Terms & Conditions. Cancellation and Refund Policy VIP membership is non-refundable and non-transferable. If a member wishes to cancel their membership before the end of the membership period, no refund will be provided. Changes to Membership Benefits and Terms and Conditions We reserve the right to change the benefits and terms and conditions of VIP membership at any time without notice. Any changes will be posted on our website and will be effective immediately upon posting. Termination of Membership We reserve the right to terminate a VIP membership at any time without notice for any breach of the terms and conditions of membership or any inappropriate or disruptive behaviour at the our premise. No refund will be provided in such cases.

Eligibility: The Referral Programme is exclusively available to individuals who have attained VIP member status at Petts Wood Spa. Participants must be aged 18 or over and reside in the UK. Referral Link: Upon becoming a VIP member, individuals will receive a unique referral link. This link can be shared with friends and family to offer them a £10 discount on their own VIP membership plan purchase. Discount for Friends: Friends referred through the unique link will receive a £10 discount on the purchase price of their VIP membership plan. The discount is applicable only for the first purchase of a VIP membership plan and cannot be used in conjunction with other offers. Rewards for Referrer: For each successful referral resulting in a VIP membership plan purchase, the referrer will receive £10 worth of points credited to their loyalty points balance. Rewards are subject to the terms and conditions of the Petts Wood Spa Loyalty Points Programme. Points will be credited to the referrer's account within 7 days of the referred VIP membership plan purchase confirmation. General Conditions: Petts Wood Spa reserves the right to void any referral suspected of fraud, misuse, or in violation of these terms and conditions. Petts Wood Spa reserves the right to modify, suspend or terminate the Referral Programme at any time without prior notice. Limitations: Referral rewards (points) cannot be transferred, exchanged for cash or other forms of credit. The number of referral rewards (points) that may be earned by a single VIP member may be capped at Petts Wood Spa's discretion. By participating in the Referral Programme, members agree to abide by these terms and conditions.

The Loyalty Points Scheme is designed to reward our loyal customers who choose to visit our salon and avail of our services and products. The following are the detailed terms and conditions of our Loyalty Points Scheme: Eligibility: All customers who purchase services, products or course passes are eligible to join the Loyalty Points Scheme. Earning Points: Points are earned at a rate of 3% cash back in points for every pound spent on services, products, and course passes at our salon. The points earned will be added to the customer's account at the time of purchase. Points are not awarded for the purchase of gift cards or vouchers. Redemption: Loyalty points can only be redeemed by VIP members only against services provided in our salon only. Points cannot be redeemed for cash, products, gift cards, vouchers or for online purchases. Points cannot be transferred to another customer's account. Expiry: Loyalty points do not expire while the customer holds VIP membership. If the customer is not a VIP member, if you don't visit our salon for three consecutive months, your loyalty points will expire at the end of the second month.. Expired points cannot be reinstated. VIP Membership: To earn loyalty points, and be able to redeem, customers must be VIP member. VIP membership plans are available on our website or in-store and can be purchased by paying the relevant fee. Customers can also become VIP members through promotional offers. Please see our VIP Membership Programme terms and conditions. Point Calculation: Loyalty points are calculated based on the actual amount spent by the customer, after any discounts or promotions have been applied. For example, if a customer spends £100 and receives a 10% discount, they will earn loyalty points on the remaining £90. Returns and Refunds: If a customer returns a product or cancels a service for which they earned loyalty points, the points earned on that purchase will be deducted from their account. Abuse: Any abuse of the Loyalty Points Scheme, including but not limited to fraud, inappropriate behaviour, or violation of any of the terms and conditions of service, may result in the immediate cancellation of the customer's membership and the forfeiture of all loyalty points earned. Modification and Termination: We reserve the right to modify, terminate, or change the Loyalty Points Scheme at any time without prior notice. We will, however, endeavour to provide reasonable notice to our VIP members of any such changes. Points are awarded at the discretion of the management and may be withheld or withdrawn at any time without notice. Governing Law: These terms and conditions are governed by the laws of the United Kingdom, and any disputes arising out of or in connection with these terms and conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales. By participating in our Loyalty Points Scheme, customers agree to be bound by these terms and conditions along with terms of service and sales of the company.

BIRTHDAY MONTH OFFER TERMS & CONDITIONS Last Updated: 01 November 2023 1. Introduction These terms and conditions are specific to the Birthday Month Offer at Petts Wood Spa and are supplemental to our general Terms of Service and Cancellation Policy. By availing of this offer, you agree to comply with all applicable terms and conditions. 2. Eligibility 1. This offer is open to all registered customers of Petts Wood Spa. 2. Customers must provide accurate and up-to-date proof of their birth date to be eligible. 3. If your birth date details are incorrect or missing in our system, we encourage you to download our app and update your information in our booking system. 4. This offer cannot be used in conjunction with any other promotional discounts or special offers available at Petts Wood Spa. 3. Offer Details 1. Eligible customers will receive a 15% discount on all services at Petts Wood Spa for the entire calendar month of their birth. 2. To avail the offer, use Voucher Code **BDAY15** when making a booking online or call us on 0208 6111 000. 3. The discount is valid from Monday to Thursday only. 4. The discount is not applicable on public holidays. 5. The offer is non-transferable and can only be availed by the birthday celebrant. 4. Claiming the Offer 1. To claim the offer, book an appointment online using the Voucher Code **BDAY15** or call us on 0208 6111 000 and mention the Birthday Month Offer at the time of booking. 2. A valid form of identification proving the customer’s birth date may be asked at the time of appointment. 5. Limitations 1. The Birthday Month Offer discount cannot be applied toward the purchase of gift cards or merchandise. 2. This offer is not valid for any additional costs, such as travel fees for on-location services, if any. 3. Petts Wood Spa reserves the right to amend these terms and conditions or discontinue the offer at any time. 6. Privacy 1. All personal data submitted will be kept confidential and secure, in compliance with our Privacy Policy. 2. Petts Wood Spa will not sell, distribute, or lease your personal information to third parties unless we have your explicit consent or are required by law. 7. Contact For questions or more information about this offer, please contact our customer service team at 0208 6111 000. By availing of the Birthday Month Offer at Petts Wood Spa, you indicate that you have read, understood, and agree to be bound by these terms and conditions, along with our general Terms of Service and Cancellation Policy. Petts Wood Spa reserves the right to change, modify, or alter these terms and conditions at any time without prior notice. NHS DISCOUNT TERSM & CONDITIONS Last Updated: 01 November 2023 1. Introduction These terms and conditions are specific to the NHS Discount offer at Petts Wood Spa and are supplemental to our general Terms of Service and Cancellation Policy. By availing of this offer, you agree to comply with all applicable terms and conditions. 2. Eligibility 1. This offer is open exclusively to NHS (National Health Service) staff members. 2. Staff members must provide a valid NHS staff ID to be eligible for the offer. 3. This offer cannot be used in conjunction with any other promotional discounts or special offers available at Petts Wood Spa. 3. Offer Details 1. Eligible NHS staff members will receive a 15% discount on all services at Petts Wood Spa. 2. To avail the offer, please book an appointment online or call us on 0208 6111 000 and mention that you wish to use the NHS Discount. 3. The offer is non-transferable and can only be availed by the NHS staff member whose name appears on the NHS staff ID. 4. Claiming the Offer 1. To claim the offer, book an appointment online or call us on 0208 6111 000. Mention that you wish to use the NHS Discount at the time of booking. 2. A valid NHS staff ID must be presented at the time of appointment. 5. Limitations 1. The NHS Discount cannot be applied toward the purchase of gift cards or products. 2. This offer is not valid for any additional costs, such as travel fees for on-location services, if any. 3. Petts Wood Spa reserves the right to amend these terms and conditions or discontinue the offer at any time. 6. Privacy 1. All personal data submitted will be kept confidential and secure, in compliance with our Privacy Policy. 2. Petts Wood Spa will not sell, distribute, or lease your personal information to third parties unless we have your explicit consent or are required by law. 7. Contact For questions or more information about this offer, please contact our customer service team at 0208 6111 000. By availing of the NHS Discount at Petts Wood Spa, you indicate that you have read, understood, and agree to be bound by these terms and conditions, along with our general Terms of Service and Cancellation Policy. Petts Wood Spa reserves the right to change, modify, or alter these terms and conditions at any time without prior notice. FIRST TIME CLIENT OFFER TERMS AND CONDITIONS Last Updated: 01 November 2023 1. Introduction Welcome to Petts Wood Spa! Our First Time Clients Offer is designed to provide new clients with a delightful introduction to our array of services. By taking advantage of this offer, you agree to adhere to the following terms and conditions, in addition to our general Terms of Service and Cancellation Policy. 2. Eligibility 1. The First Time Clients Offer is exclusive to new clients of Petts Wood Spa who have not previously booked or received any services. 2. Clients must mention the First Time Clients Offer at the time of booking to receive the discount. 3. Offer Details 1. Eligible first time clients will receive a 15% discount on their first visit for any service at Petts Wood Spa. 2. The offer is applicable to all services provided by Petts Wood Spa. 4. Claiming the Offer 1. To claim the offer, first time clients must book an appointment and state that they would like to use the First Time Clients Offer. 2. This offer is valid for a one-time use on the first visit only. 5. Limitations 1. The First Time Clients Offer cannot be combined with any other discounts, promotions, or special offers. 2. The discount is not applicable to the purchase of products, gift cards, or products. 3. This offer cannot be exchanged for cash, any monetary value, or transferred to another client. 4. Petts Wood Spa reserves the right to verify the eligibility of clients and to refuse the offer to any client who has already received a service or has been booked into our system previously. 6. Changes to Terms and Conditions 1. Petts Wood Spa reserves the right to modify these terms and conditions or terminate the offer at any time without prior notice. 7. Acceptance of Terms By booking an appointment and using the First Time Clients Offer at Petts Wood Spa, clients confirm that they have read, understood, and agree to be bound by these terms and conditions. 8. Contact Information Should you have any inquiries or require assistance regarding this offer, please do not hesitate to contact Petts Wood Spa’s customer service at 0208 6111 000. Make your first experience with us unforgettable. We look forward to welcoming you to Petts Wood Spa, a place of relaxation, rejuvenation, and first-time wonders. Giveaway Campaign 2023 Terms and Conditions 1. Eligibility: 1.1 The campaign giveaway is open to followers of Petts Wood Spa on Instagram. 1.2 Participants must be of legal age in their jurisdiction or have parental/guardian consent to enter. 1.3 Participants must comply with all applicable laws and regulations. 2. Entry: 2.1 To enter the raffle, participants must: - Provide a response to the specified question. - Share the designated post on their public Instagram profile. - Participants must ensure their Instagram account is following Petts Wood Spa. 2.2 Only one entry per participant will be accepted. Multiple entries will result in disqualification. 3. Raffle and Winner Selection: 3.1 There will be six raffles conducted, one for each specified month. 3.2 For each raffle, the entry period will close on the last day of the respective month (e.g., July 31, August 31, etc.). 3.3 The draw for each raffle will take place on the specified date (e.g., August 3, September 2, etc.). 3.4 The winner will be selected randomly from all eligible entries for each respective month's raffle. 3.5 The winner will be contacted via Direct Message on Instagram. 3.6 If the winner fails to respond within a specified timeframe, a new winner may be selected at the discretion of Petts Wood Spa. 4. Prize Claim: 4.1 The winner must follow the instructions provided in the Direct Message to claim their prize. 4.2 The winner must provide any necessary information for prize verification and delivery, such as name and contact details. 4.3 The winner must redeem the prize by booking the service in the month following their win. 4.4 The prize must be booked for a Monday to Thursday. 4.5 The prize redemption is subject to availability at Petts Wood Spa. 5. Prize: 5.1 The prize for each raffle is as stated in the campaign details and cannot be exchanged for cash or alternative prizes. 5.2 Petts Wood Spa reserves the right to substitute the prize with a similar one of equal or greater value if necessary. 6. Publicity: 6.1 By participating in the campaign, participants grant Petts Wood Spa the right to use their name and/or Instagram handle for promotional purposes related to the giveaway. 7. Liability: 7.1 Petts Wood Spa is not responsible for any technical issues, interruptions, or failures that may affect participation or prize claim. 7.2 Petts Wood Spa is not liable for any loss, damage, or injury incurred as a result of participating in the campaign or accepting the prize. 7.3 Participants agree to release and hold Petts Wood Spa harmless from any claims, demands, or damages arising out of their participation in the campaign. 8. Terms of Service and Privacy Policy: 8.1 By participating in the campaign, participants agree to comply with Petts Wood Spa's Terms of Service and Privacy Policy, available on the Petts Wood Spa website. 9. General Terms: 9.1 Petts Wood Spa reserves the right to modify, suspend, or terminate the campaign at any time, for any reason, without prior notice. 9.2 Petts Wood Spa's decisions regarding the campaign, winner selection, and prize claim are final and binding. 9.3 These terms and conditions shall be governed by and construed in accordance with the laws of UK. 9.4 Participants are responsible for reviewing and complying with any additional rules or guidelines outlined on the campaign website or Instagram page of Petts Wood Spa. Terms and Conditions for Christmas Box Set Offer with 20% Facial Discount 1. Promotion Validity: This offer is valid for customers who purchase a Christmas Box Set from Petts Wood Spa. 2. Discount Offer: Eligible customers will receive a 20% discount on any facial treatment. 3. Booking Period: The 20% discount on facial treatments is exclusively available for bookings made for the month of January 2024. 4. Usage: The discount is applicable to a single facial treatment per Christmas Box Set purchased and cannot be used in conjunction with any other offers or discounts. 5. Eligibility: The offer is non-transferable and is only valid for the purchaser of the Christmas Box Set. 6. Appointment Booking: Customers must mention the Christmas Box Set offer at the time of booking their facial treatment to avail of the discount. 7. Cancellation Policy: If an appointment is canceled or rescheduled by the customer less than 48 hours before the scheduled time, the discount offer may be forfeited. 8. No Cash Value: The offer has no cash value and cannot be exchanged for cash or other services. 9. Limited Availability: The offer is subject to availability of appointments. Customers are encouraged to book early to secure their preferred date and time. 10. Alteration of Terms: Petts Wood Spa reserves the right to alter or cancel the offer at any time without prior notice. However, any bookings made prior to such changes will be honoured as per the original terms. By purchasing the Christmas Box Set and booking a facial treatment, customers agree to be bound by these terms and conditions. We look forward to providing a rejuvenating experience with our specialised facial treatments.

We offer Free Standard Delivery on all UK orders over £99. Orders under £99 are charged £2.95 postage. UK Delivery Rates Standard Recorded Delivery 3-5 Business Days Orders are sent via Royal Mail Tracked service which you can choose at checkout – Delivery is normally between 24-48 hours, although we do ask customers to allow 5 working days for delivery in case of a delay. Free delivery on all orders over £99 otherwise postage is dependent on weight of products with a standard of £2.95 We aim to dispatch all orders received before 5:30pm GMT on the same day. If there should be a problem with your order then we will inform you by email or telephone. Deliveries may require a signature so if possible please give a delivery address where the order can be signed for during working hours. We have a unique delivery system that will only charge you for the weight of your total order and you can obtain a guaranteed quote before purchasing your orders. Returns If you are not happy with your purchase for any reason, you can return it to us and we will refund you with the amount you paid for that item. All we ask is that you inform us by email or post and return the product within 30 working days from the day after receipt. Email us at: info@pettswoodspa.co.uk Subject Line: [Your Order Number] Return Request We will send you a return code and return address. Write the return code on the outside of the packaging, and then return the product to us at your expense in unused condition and in the original undamaged packaging (or packaging of the same quality) for a full refund less carriage charges. We recommend using an insured delivery service. You should allow up to 21 days from receipt of your returned goods for your refund to be processed. We will typically refund you using the same payment method that you used to purchase the goods. Postage and packaging charges will not be refunded. This does not affect your statutory rights.

Validity and Redemption: Gift Cards are valid for 6 months from the date of purchase and are redeemable for full or partial payment towards any full-priced treatment services at Petts Wood Spa, unless otherwise stated. Physical Gift Cards must be presented at the time of service and have no cash value. e-Gift Cards: e-Gift Cards will be delivered to the recipient's email address as specified by the purchaser at the time of purchase. The delivery date can be set by the purchaser to a specific date. To activate the e-Gift Card, the recipient must claim and follow the activation steps provided in the delivery email. Cardholder Responsibility: Gift Cards are not linked to a specific customer profile, and the bearer of the Gift Card is deemed the owner. The cardholder is responsible for its safekeeping, and Petts Wood Spa will not replace lost, stolen, or damaged cards. Usage Restrictions: Gift Cards are non-refundable, cannot be exchanged for cash, and are not valid in conjunction with other offers, discounts, or for product purchases, unless otherwise stated. Only e-Gift Cards purchased online can be used as a deposit for making online bookings. Expiry and Deactivation: Gift Cards expire 6 months from the date of purchase. Cards not used by their expiry date will be deactivated and removed from our system. An extension of the card's expiry date is only possible if the cardholder contacts Petts Wood Spa prior to the expiration of the card, and such an extension will be granted solely at our discretion. Balance Inquiries: To check the balance of a Gift Card, the holder must contact Petts Wood Spa and provide the unique gift card number. Balance inquiries cannot be conducted without this number. Changes to Terms: Petts Wood Spa reserves the right to amend the terms and conditions of Gift Cards without notice. The most up-to-date conditions are always accessible on our website at www.pettswoodspa.co.uk, and changes will not affect your legal rights.

We're not talking double chocolate chip… Our website uses cookies to distinguish you from other users of our website. This helps us to provide you with an enhanced experience when you browse our website and also allows us to improve our site. A cookie is a small file of letters and numbers that we store on your browser or the hard drive of your computer if you agree. Cookies contain information that is transferred to your computer's hard drive. We use the following cookies: Strictly necessary cookies. These are cookies that are required for the operation of our website. They include, for example, cookies that enable you to log into secure areas of our website, use a shopping cart or make use of e-billing services. Analytical/performance cookies. They allow us to recognise and count the number of visitors and to see how visitors move around our website when they are using it. This helps us to improve the way our website works, for example, by ensuring that users are finding what they are looking for easily. Functionality cookies. These are used to recognise you when you return to our website. This enables us to personalise our content for you, greet you by name and remember your preferences (for example, your choice of language or region). Targeting cookies. These cookies record your visit to our website, the pages you have visited and the links you have followed. We will use this information to make our website and the advertising displayed on it more relevant to your interests. We may also share this information with third parties for this purpose. If you continue to use our website without changing your settings we assume you consent to the use of cookies. However, you can block cookies at any time by activating the setting on your browser that allows you to refuse the setting of all or some cookies. Please note, if you use your browser settings to block all cookies (including essential cookies) you may not be able to access all or parts of our site. We also use third-party services such as YouTube for video, as well as Facebook ‘like’ buttons and Twitter ‘tweet this’ buttons. These services often store their own cookies. Please note that third parties (including, for example, advertising networks and providers of external services like web traffic analysis services) may also use cookies, over which we have no control. These cookies are likely to be analytical/performance cookies or targeting cookies.