Terms and Conditions

All Bookings and Enquiries are Subject to Terms & Conditions and Etiquette

 

Spa Policy/Booking Terms

  • Please be advised that appointments are subject to availability.
  • If you have made a deposit, partial or full payment and the booking is cancelled – the payment can be taken as a gift voucher if the correct cancellation terms are met. Refunds have a R50 admin fee. (Gift Vouchers are valid for 3 years)
  • You may cancel your booking by giving us written notice via email. In the event that the booking is cancelled, a reasonable cancellation charge will be levied as following:
    • 2 Days Prior to the date of the booking : 50% cancellation fee.
    • 1 Day Prior to the date of the booking or on the day cancellation (no shows included) : 100% cancellation Fee.
  • Please note that the Hotel is a separate entity. You will be subject to the Hotels Terms & Conditions for all Reservations booked by Fleur De Lis Spa on your behalf.
  • Any meals ordered, which is not part of your treatment, must be settled directly with the hotel.
  • Kindly note that bookings on weekends, public holidays or peak seasons will require a deposit.
  • All bookings which are longer than 2 hours, or booking for 3 or more people, will require a deposit.
  • Please note that late arrivals will be billed in full whilst reduced treatment time will apply.

 

Spa Etiquette

  • Please be punctual for your appointment and arrive early.
  • Please feel free to give your therapist feedback. Let her know if you have any special needs or disabilities so that your visit is comfortable.
  • Please keep in mind that you are in a professional spa environment and will receive the treatment/ spa service you booked for.
  • You may communicate your preferences during treatments so that adjustments can be made.
  • Please be considerate and ensure that your cell phone is not on so that you, and the other clients, can enjoy the peaceful experience.
  • Please do not leave children unattended for safety reasons.
  • Tips are optional.
  • Please do not bring food/ refreshments into the treatment area.

 

Terms & Conditions for Specials and/or Group Packages

  • All clients have to attend on the same day at the same time.
  • In the case of 3 people attending at once, clients will be treated in 1 or 2 rooms, whichever is available. If separate rooms are requested, the single person price and not a group price will apply.
  • A maximum of 9 people can booked in at once for any ‘Book for 3 & Pay for 2 Packages’.
  • Packages and prices can be changed by the spa without notice.
  • Sale items are always valid until stocks last.

 

    Terms and Conditions for Gift Cards/Vouchers 

        • Redeemability:

          • Gift vouchers are not valid during peak seasons, public holidays, or long weekends.
          • Vouchers can be redeemed at any branch, but certain treatments/packages are only available at specific branches and on specific days. Please contact us for details (e.g., midweek promotions are redeemable only midweek).
          • Please note: Weekends are considered peak times, and we recommend booking in advance to secure your spot.

        • Voucher Validity:

          • Standard vouchers are valid for 3 years from the date of purchase (excluding overnight/accommodation vouchers).
          • Overnight/accommodation vouchers are valid only at the advertised price and until the advertised end date. If the price increases after purchase, the voucher holder will need to pay the difference.

        • Pricing and Value:

          • Vouchers do not have a monetary value for treatments or packages. If prices increase, the holder must pay the difference.

        • Usage Rules:

          • Vouchers must be redeemed in one visit and cannot be split, transferred, or carried over.
          • A maximum of 4 vouchers can be booked at once.
          • Vouchers are not redeemable for cash.

        • Cancellations and Expiry:

          • Voucher bookings cancelled more than twice will result in the voucher been claimed as a cancellation fee.
          • Expired vouchers cannot be redeemed.

        • Other Important Notes:

          • Vouchers are the holder’s responsibility; lost vouchers cannot be replaced.
          • All bookings are subject to availability. Please contact us to secure your booking.

      Loyalty Terms and Conditions-General

      • Kindly note that all benefits are valid only after your first visit.
      • Benefits are only awarded to profiles with valid email addresses.
      • Each coupon is on valid according to its specified terms.
      • Benefits are subject to change without prior notice from the spa.
      • Only one loyalty benefit to be redeemed per visit.
      • Each loyalty benefit comes with its own terms and conditions.

       

      Loyalty Terms and Conditions- Spa Discounts

      • The 25% Off Morning Discount excludes peak seasons, long weekends and public holidays.
      • Both the 5% or 25% discounts exclude accommodation and buffet packages.
      • Both the 5% or 25% discounts exclude already discounted packages or treatments.

       

      Loyalty Terms and Conditions- Spa Points

      • Loyalty coupons are valid Monday to Thursday, excludes peak seasons & public holidays.
      • All coupons are subject to availability.
      • Please note that coupon treatments cannot be altered or split.

       

      Loyalty Terms and Conditions- Referral Benefit

      • Kindly note that referrals must be done via the referral link on the clients profile, the profile used to refer, must have a sales history & be an active loyalty profile with spend.
      • The referred person must be a new customer with no existing profile or visits.
      • The complimentary 3000 points will be awarded after the referred person makes their first purchase, at the spa, for any spa package.
      • Kindly note that this is automatic process and points cannot be added manually if a client does not follow the referral link.

       

      Loyalty Terms and Conditions- Birthday Benefit

      • Birthday coupons are only awarded to active loyalty profiles.
      • In order to qualify for birthday coupons, you must log onto your profile on our website & fill in your birthday.
      • The Birthday coupon 25% Off Coupon is valid for 3 months upon receiving the coupon.
      • Please note that this coupon is valid for one use only.
      • Please note that this coupon is valid for only 1 or 2 people. When booking for 2, both to attend on the same day & time.
      • When you book for a single person; the 25% is deducted off the entire invoice, products included.
      • When you book for a couple; the 25% is deducted off 1 couple’s treatment & any add-on that the couple has.
      • Not applicable to group bookings.
      • Kindly note that accommodation and buffet packages are not included.
      • Valid 7 days a week.
      • Birthday coupons can be used to purchase a gift voucher but are subject to all standard birthday terms

       

      Loyalty Terms and Conditions- Midweek Tuesday Benefit - 3 for 2

      • Valid for the promotion day only.
      • 3 for 2 is given on 2 pre selected packages ie pay for 2 people & bring in 3 people.
      • 3 People to be treated in 1 spa treatment room.
      • 3 for 2 on products- Excludes all Supplements 

       

      Loyalty Terms and Conditions- Midweek Wednesday Benefit - 20% Off

      • Valid for the promotion day only.
      • Kindly note 20% OFF applies to pricelist items only, excludes packages and add ons.

       

      Loyalty Terms and Conditions- Midweek Thursday Benefit -Spin to Win/Spin the Wheel

      • Valid for the promotion day only - if an appointment is moved the complimentary treatment does not apply anymore. .
      • Invoiced treatment and the complimentary treatment must be done on the same day. No complimentary treatments will be carried over to another visit.
      • Only valid when paying cash, card or EFT.
      • Spin the Wheel does not apply to voucher bookings.
      • Valid when booking Spa Packages only - excludes waxing.
      • Excludes Holidays and Peak Seasons.
      • Please note that this does not apply to daily or weekly specials which are already discounted or have Free add-ons.