Terms & Conditions

Silk Skin Spa Terms & Conditions

Updated 28 Aug 2024

Introduction

Welcome to Silk Skin Spa, located at 134 Carrington Street, New Plymouth. By accessing our services and using our facilities, you agree to comply with and be bound by the following terms and conditions. These terms apply to all retail purchases, skin, wellness, and beauty treatments offered by Silk Skin Spa.

General Terms

1. Compliance with Laws: Silk Skin Spa operates in compliance with all relevant New Zealand laws, including health and safety regulations, and the New Plymouth District Council by-laws.
2. Service Availability: Our services are generally available by appointment only. Walk-in requests are welcome, and we strive to accommodate all clients but recommend booking in advance to secure your preferred time.
3. Right to Cancel: Silk Skin Spa reserves the right to cancel appointments at any time when it is deemed not safe to perform the treatment. This includes (but not limited to) situations involving team or client illness, equipment failure, product quality issues, and general spa accessibility. We will do everything we can to minimize disruption and endeavour to rebook appointments as soon as possible.
4. Client Conduct: We reserve the right to refuse service or remove any individual from our premises who behaves inappropriately or disruptively.

Retail Purchases

1. Product Quality: We offer a range of high-quality skincare and wellness products. All products are subject to availability and may be discontinued without notice.
2. Returns and Refunds: Products may be returned within 14 days of purchase if unopened and in original condition. Proof of purchase is required for all returns.

Gift Voucher Terms & Conditions

Under New Zealand law, businesses are not legally required to offer refunds for gift vouchers unless the voucher is faulty or not fit for purpose. This aligns with the general consumer rights under the Consumer Guarantees Act, which apply to all goods and services, including gift vouchers.

1. Expiry Date: All gift vouchers issued by Silk Skin Spa have a 12-month expiry date from the date of purchase.
2. Non-Refundable: Gift vouchers are non-refundable and cannot be exchanged for cash. They are valid for use on all Silk Skin Spa services and retail products.
3. Transferability: Gift vouchers are transferable and can be used by anyone who presents them at the time of service or purchase.
4. Lost or Stolen Vouchers: Silk Skin Spa is not responsible for lost or stolen vouchers. Please treat your voucher as cash.
5. Redemption: To redeem a gift voucher, please present it at the time of payment. Vouchers can be used for multiple transactions until the full value is exhausted.
6. Parental Consent: For clients aged 16 and under, a parental signature is required for the purchase of active skincare products and all treatments.
7. Booking and Cancellation: When using a gift voucher to book a treatment, our standard booking and cancellation policies apply. Please provide at least 12 hours' notice for cancellations to avoid any fees.

 

Skin, Wellness, and Beauty Treatments

Treatment Cancellations

At Silk Skin Spa, we understand that life can be unpredictable, and sometimes plans change. To ensure we can provide the best possible service to all our clients, we kindly ask for your cooperation with our cancellation policy.

1. Notice Period: If you need to cancel or reschedule your appointment, please let us know at least 12 hours in advance. This allows us to offer your appointment slot to another client who may be waiting.
1. Cancellation Fees: Cancellations made with less than 12 hours' notice may incur a fee of up to 100% of the service cost. No-shows will be charged the full service fee. Arriving for a confirmed appointment and downgrading may incur a fee of the loss of revenue. We appreciate your understanding, as this helps us maintain efficient scheduling and service quality for everyone.
2. Exceptional Circumstances: We understand that emergencies happen. If you have a genuine emergency, please contact us directly to discuss your situation. We may be able to waive the cancellation fee at our discretion.
3. Communication: Our policy is clearly communicated on our website, booking confirmations, and in-person at the spa. We encourage you to familiarize yourself with it to avoid any surprises.
4. Booking Confirmation: When you book an appointment with us, you will receive a confirmation email that includes a reminder of our cancellation policy. A text message reminder the day before is 2^nd reminder & confirmation of your appointment and time. Please review this information to ensure you are aware of our terms.
5. Respect and Understanding: We value your time and appreciate your respect for ours. By adhering to our cancellation policy, you help us provide the best service possible to all our clients.
6. Deposits: For all bookings valued over $200, a deposit is required, and an invoice will be sent via email. The deposit is refundable if cancelled 5 working days before the treatment.

Other

1. Consent and Parental Signature: Certain treatments require client consent. For clients aged 16 and under, a parental signature is required for all treatments and the purchase of any active skincare product not recommended or intended for skins under the age of 16.
2. Health and Safety: We adhere to all relevant health and safety legislation, including the Health and Safety at Work Act 2015, New Plymouth District Council by-laws, and Taranaki Regional by-laws. For more information, visit New Plymouth District Council Beauty Therapy Regulations..
3. Treatment Suitability: Our therapists are qualified to assess the suitability of treatments and may recommend alternative options based on individual needs and conditions. Clients are required to inform their therapist of any medical conditions, changes in lifestyle that may affect skin sensitivity or condition, and allergies prior to every treatment.

Refund Policy for Appointments

Silk Skin Spa is committed to providing exceptional service and ensuring client satisfaction. We understand that there may be circumstances where a refund is warranted. The following outlines the conditions under which a refund may be issued:

1. Service Quality: If an appointment has not been performed to the expected standard, clients may be eligible for a refund. This includes instances where the service provided falls short of the level required.
2. Product Reaction: In the rare event of an adverse reaction to a product used during a treatment, clients may be eligible for a refund. It is essential that clients inform their therapist of any known allergies or sensitivities prior to treatment.
3. Therapist Error: If a treatment is not executed correctly due to therapist error, such as improper technique leading to skin irritation or damage, a refund may be considered.
4. Equipment or Product Issues: Should there be a failure in equipment or a defect in the product used during the service, resulting in an unsatisfactory outcome, a refund may be issued.
5. Client Communication: Clients are encouraged to communicate any concerns or dissatisfaction during their appointment. Our team is dedicated to resolving issues promptly and ensuring a positive experience.
6. Review Process: All refund requests will be reviewed by management on a case-by-case basis. Clients may be required to provide additional information or documentation to support their claim.
7. Exclusions: Refunds will not be provided for cancellations or no-shows that do not meet the criteria outlined in our cancellation policy.

By booking an appointment with Silk Skin Spa, clients agree to these terms

 

 

Product Return and Replacement Policy

Silk Skin Spa is dedicated to providing high-quality skincare products. We understand that there may be circumstances where a return or replacement is necessary. Our policy for returning opened and used products is as follows:

1. Eligibility for Return: Opened and used products may only be returned if a skin reaction occurs. Clients must contact us immediately upon noticing any adverse reaction.
2. Assessment Process:
• To determine whether it is a reaction or a response, clients must follow the instructions provided by our therapists.
• Generally, we will request the client to visit the spa for an assessment. If an in-person visit is not possible, clients should provide high-quality close-up images of the affected area.
3. Documentation:
• The images and any additional information will help us advise on minimizing the skin reaction and will be kept for our records.
• This documentation is essential for us to consider offering a refund or replacement.
4. Replacement for Expired or Spoiled Products:
• If a product is found to be expired before purchase or has gone off, we will offer a replacement. Clients should contact us with proof of purchase and details of the issue.
5. Resolution:
• Based on the assessment, Silk Skin Spa will determine the appropriate course of action, which may include a refund or replacement of the product.
6. Exclusions:
• Products returned without following the above process may not be eligible for a refund or replacement.

By purchasing products from Silk Skin Spa, clients agree to these terms

 

Donations and Giveaway Policy

Silk Skin Spa is committed to supporting our community through various donations and giveaways. The following terms apply to all gift vouchers, products, and treatments provided as part of these initiatives:

1. Gift Vouchers:
• Gift vouchers donated by Silk Skin Spa, where no monetary transaction has occurred, may have an expiry date determined at our discretion. These vouchers are strictly non-transferable and cannot be exchanged for cash or any other services or products.
• The expiry date on donated vouchers is strictly adhered to, and no extensions will be granted.
• If an appointment is booked with the intention of using a donated gift voucher and is subject to a late cancellation or no-show, the voucher will be considered void and will not be accepted as payment. The client will be charged according to our standard cancellation policy.
2. Products and Treatments:
• All products and treatments donated by Silk Skin Spa are non-transferable and cannot be exchanged for cash or other services.
3. Prizes, Promotions, and Deals:
• All prizes, promotions, and deals offered by Silk Skin Spa cannot be combined with any other Silk deal or promotion unless explicitly stated otherwise.

 

1. Free Massage a Week Scheme:
• The recipient of the "Free Massage a Week" scheme cannot transfer the massage to another person.
• Massage can be upgraded to another treatment of higher value and the difference in cost will be charged at appointment time.
• The massage must be used within the timeframe specified by Silk Skin Spa.
2. Publicity Consent:
• By accepting any prize, donation, or gift from Silk Skin Spa, recipients consent to the use of their name and photo for publicity purposes.

These terms ensure clarity and fairness in our community support initiatives while maintaining the integrity and value of our services.

 

Liability

Silk Skin Spa is not liable for any adverse reactions or injuries resulting from treatments when clients have not disclosed relevant health information. Clients assume all risks associated with treatments and use of products.

Privacy

We respect your privacy and are committed to protecting your personal information. Any data collected during your visit will be used solely for the purpose of providing services and improving client experience unless discussed with client and all relevant media release forms are signed

Amendments

Silk Skin Spa reserves the right to amend these terms and conditions at any time. Clients will be notified of significant changes through our website or direct communication.

Contact Information

For any questions or concerns regarding these terms and conditions, please contact Charlotte at charlotte@silkskinspa.co.nz or visit our website.