Terms and conditions.Terms andconditions.

These terms are between you and Incognito Spa and Events (Pty) Ltd (registration 2015/283182/07), 517 Generaal de Wet St, Pretoria North, Tshwane, 0182, Gauteng. Phone 012 004 1424, WhatsApp 076 069 2649, info@incognitospa.co.za.

We offer spa treatments, wellness experiences, group celebrations, corporate wellness and event packages. By booking or buying from us you accept these terms. Nothing in them takes away your rights under South African law, including the Consumer Protection Act and the Electronic Communications and Transactions Act.

• All treatments and events are by booking only, and subject to availability.
• A booking is confirmed once the deposit or payment it needs is received and we’ve confirmed it to you.
• Please give us accurate contact details: that’s where your confirmation and updates go.
• A package includes only the services listed in your confirmed booking. Extra services or upgrades are charged separately.
• When you book online you get a private link to your booking. It shows the details and what you’ve paid, and it’s where you move or cancel it.

• Online bookings need the deposit shown when you book, usually half the treatment price.
• Group and event bookings need a 50% deposit to secure the date, paid when you accept your quote.
• The balance is paid at the spa before your treatment starts, unless we’ve agreed otherwise in writing.
• Online payments go through PayFast (card, EFT and payment apps). Your card or bank details go to PayFast, never to us.
• Prices are in South African rand and include VAT where it applies. Promotional offers can’t be combined unless they say so.

We don’t refund confirmed bookings, deposits, packages, group events or prepaid services when you cancel or change your mind. Please check the date, time, treatments and package before you pay.

This is the cancellation policy you accept when you book:

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• Refunds aren’t given for personal circumstances, late arrival or missed appointments.
• Where the Consumer Protection Act lets you cancel an advance booking, we may only keep a reasonable cancellation charge. If what we keep is more than that, we refund the difference.
• If we have to cancel, or can’t provide a service as agreed, you choose: another time, or your payment back.
• Your rights and remedies under South African consumer law always apply.

• Give us at least 24 hours’ notice. Up to then you can move it yourself from your booking link, or message us on WhatsApp.
• A booking can be moved at most twice, subject to availability. Further moves may be declined, subject to your consumer rights.
• Your deposit moves with the booking.
• If a change costs us something reasonable that we’ve told you about beforehand, it may be charged.
• A change counts once we’ve confirmed it to you in writing; a move made from your booking link is confirmed on the spot.

• Please arrive at least 5 minutes before your appointment.
• If you’re late, your treatment may be shorter so the next client isn’t kept waiting. Time lost to a late arrival can’t always be added on.
• If you’re very late, you may need to move the booking, subject to availability and this policy.
• Running late? Let us know on WhatsApp as soon as you can.

• Tell us about medical conditions, allergies, injuries, pregnancy or anything else that could affect your treatment.
• Your therapist may adjust or decline a treatment if there’s a reasonable health or safety concern.
• Our treatments are for relaxation and general well-being. They don’t replace medical treatment.
• Please tell your therapist straight away if anything is uncomfortable.
• Treatments for children need the consent of a parent or legal guardian.

• We quote each occasion. Group packages have a minimum and a maximum number of guests.
• Accepting the quote and paying the 50% deposit secures your date. The deposit falls under the no-refund policy above.
• We plan and prepare for the confirmed number of guests. Let us know about any change in numbers in advance.
• Decorations, cakes, catering, welcome boards and other arrangements, and your theme, colours and special requests, need to be confirmed with us before the event.
• Anything not in the package is quoted separately, and any extra cost from a change you ask for is agreed with you before it’s incurred.

• Jacuzzi sessions are booked in time slots, subject to availability.
• Please follow the hygiene and safety instructions and our team’s directions. Running, unsafe behaviour and misuse of equipment aren’t allowed.
• Children must be supervised by a responsible adult.
• The jacuzzi may be at room temperature: please don’t assume the water is heated.

• Welcome drinks, meals and refreshments are provided only where your package includes them.
• You may bring snacks or drinks if we’ve agreed to it beforehand. Cooler boxes only where your package or event allows them.
• Extra catering needs to be arranged in advance, and our hygiene, safety and cleanliness rules apply.

• Spa vouchers are bought on our website or at the spa. Online, the voucher and its code appear straight after payment, on a private link you can forward or print; at the spa, the code is printed on your invoice. Please bring the code when you visit.
• A voucher holds a rand value. You can use it for treatments and products, over several visits, until it runs out. Bookings made with a voucher are subject to availability.
• Vouchers are valid for three years from the date they’re bought, as the Consumer Protection Act requires.
• The code works like cash: anyone who has it can use it. If yours is lost or sent to the wrong person, tell us straight away.
• Vouchers aren’t exchanged for cash, except where the law requires it. Promotional vouchers follow the terms they were advertised with.
• A voucher bought online may be cancelled within seven days of buying it, for a full refund, as the Electronic Communications and Transactions Act allows, unless it has already been used.

Treatment packages are valid for three years from purchase. Memberships run month to month; cancelling stops the next month, and a paid month runs to its end.

• We provide services, not physical goods. Treatments take place at the spa, 517 Generaal de Wet St, Pretoria North, Tshwane, 0182, on the confirmed date and time.
• Mobile, make up and corporate wellness services take place at the location we’ve agreed with you.
• Confirmations and updates come by WhatsApp, email or your booking link, so please keep your contact details up to date.
• If there’s a delay or a change on our side, we’ll tell you as soon as we reasonably can.
• If we can’t provide a service as agreed, you’re entitled to the remedies the law provides, as set out under cancellations above.

• We keep the spa safe, peaceful and respectful. Please treat our team and other guests with respect.
• Threatening, abusive, discriminatory or disruptive behaviour isn’t tolerated.
• We may refuse or stop a service for genuine safety, security or misconduct reasons, applying this fairly and lawfully.
• You’re responsible for damage caused deliberately or through negligence, to the extent the law allows.

Please look after your belongings. We aren’t responsible for loss or damage except where the law makes us liable, and nothing in these terms excludes a liability that can’t lawfully be excluded.

• Please respect other guests’ privacy. Photos and videos in treatment areas need our permission first.
• We ask your consent before using any photo in which you can be recognised in our marketing.
• How we use your personal information is set out in our privacy notice, under the Protection of Personal Information Act (POPIA).

• Promotions are valid only for the period advertised, and subject to availability. Any restrictions are shown before you buy.
• We may start or end a promotion at any time; that never changes a booking already confirmed.

Please tell us about any concern as soon as you can, on WhatsApp, by phone or by email. Management reviews every complaint fairly and lets you know the outcome. Where a service doesn’t meet the required standard, your statutory remedies apply, and you can also approach the Consumer Goods and Services Ombud.

We may update these terms; the current version is always on this page. A change never takes away your rights or alters a confirmed booking without a lawful basis.