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To ensure the safety, comfort and satisfaction of all our clients, we kindly ask that you review and adhere to the following terms, conditions and policies
Please arrive 10 min prior to your appointment. In case of late arrival, your appointment may be shortened to consider next appointment.
When making your either online or phone booking, in person please advise us of any health conditions, any medication usage. On the day of your treatment, our team will ask you to complete a health questionnaire to ensure we are providing you the very best service and results, while assuring your comfort and safety. Please note that for certain medical conditions we will require written permission from your doctor prior to appointment. Any changes to health conditions must be communicated before future treatments.
Please speak to our Customer Care team for more information.
(Any changes, please request us to update your consultation form)
Please note that we request credit card details to secure your booking. A minimum of 24 hours’ notice is required for cancellations or rescheduling of appointments.
Late cancellations or missed appointments may result in the loss of your booking deposit or incur cancellation fee.
Arriving late for your appointment may shorten your treatment time or cancel.
Memberships are available to purchase at online, at front desk reception. Memberships are valid for a period 12 months from the date of purchase. Any unused sessions after the expiry date will be forfeited and cannot be refunded, transferred, or extended. Cancellation policy applies for memberships appointments. Cancellations must be informed in accordance with the cancellation policy, otherwise session(s) will be deducted accordingly. A membership appointment cannot not be split into multiple appointments. Memberships are non-refundable or non-exchangeable.
Memberships Policy Acknowledgment: By purchasing a membership, clients confirm that they understand and agree with the above policy.
Gift vouchers are valid for a period 12 months from the date of purchase. Gift vouchers must be redeemed within the stated timeframe and cannot be extended, exchanged for cash or replaced the event of lost or stolen. Gift Vouchers purchased at Layana can be used to redeem for treatments, products, or services at Layana locations.
Gift Vouchers are Non-transferable, non-refundable, non-exchangeable.
Gift Voucher Policy Acknowledgment: By purchasing gift voucher(s), clients confirm that they understand and agree with the above policy.
Any queries please e-mail us at info@layana.co.uk
We always try to match clients with those therapists whose training and expertise is most suited to their treatment requirements. However, should you find yourselves dissatisfied with your treatment, please inform your therapist as soon as possible that you wish to end the session, and we will try to find a more suitable replacement. We will not charge you, provided you terminate the session within the first 15 minutes. however, there will be a charge if dissatisfaction not reported within initial 15 minutes.
Layana Spa & medispa reserves the right to:
Amend Terms & Conditions: Update or modify these Terms & Conditions with reasonable notice to clients.
Refuse Treatment: Decline or discontinue any treatment based on clinical judgment, safety concerns, or inappropriate client behaviour.
Cancel Client Membership: Suspend or cancel a client’s membership, package, or booking in the event of a breach of these Terms & Conditions.
Adjust Fees: Review and adjust service fees periodically to reflect market conditions, with advance notice provided to clients.
Clients must provide complete and accurate health information prior to treatment, including any medical conditions, allergies, or medications.
Any changes to health status must be communicated before future treatments.
Clients under 18 years of age require parental/guardian consent. For certain treatments, a parent/guardian may be required to remain on the premises or in the treatment room.
By booking an appointment, clients acknowledge that massage and beauty treatments are non-medical, complementary services, and do not replace medical care.
Clients understand that there may be minor, temporary reactions following treatment (such as redness, tenderness, or mild soreness).
Clients agree to follow aftercare advice provided by their therapist.
Therapists reserve the right to decline or discontinue treatment if it is deemed unsafe, inappropriate, or if client behaviour is disrespectful.
Photography, video recording, or sharing of treatment sessions is not permitted without prior written consent. This policy is in place to protect client privacy, maintain professional boundaries, and ensure a safe and comfortable environment for both clients and therapists. Unauthorized photos or recordings may compromise confidentiality and the integrity of our services.
Non-Transferable: All treatments, services, packages, and memberships purchased at Layana Spa or Medispa are strictly non-transferable. They cannot be reassigned, gifted, or shared with another individual.
Non-Refundable Purchases: All purchases, including treatments, services, courses, gift vouchers, and retail products, are non-refundable. Once a purchase has been made, it cannot be returned for cash or credit.
Membership Treatments: Pre-paid treatments from a membership must be used within the validity period. Unused sessions after the expiry date will be forfeited without refund or extension.
Refunds are not provided for completed treatments, as results may vary between individuals.
Gift Vouchers: Gift vouchers are valid only until the stated expiration date. They cannot be extended, exchanged for cash, or replaced if lost or stolen.
Retail Products: Refunds or exchanges for retail products will only be considered if the product is unopened, unused, and returned within 14 days of purchase with proof of receipt. Opened or used products cannot be refunded due to health and hygiene regulations.
Results Disclaimer: Clients acknowledge that treatment results may vary depending on individual circumstances. For this reason, refunds cannot be issued for treatments or services once completed.
Policy Acknowledgment: By completing a purchase or booking, clients confirm that they have read, understood, and agreed to the refund and purchase policy of Layana Spa & Medispa.
Single Appointments: Failure to attend a scheduled appointment without providing notice (“no-show”) will result in the full treatment fee being charged. Any deposit paid for the booking will be forfeited.
Pre-Paid Packages & Courses: For clients on treatment packages or prepaid courses, a missed appointment without notice will result in that session being deducted from the package. No refunds or rescheduling will be allowed for missed sessions.
Gift Vouchers: If a booking made using a gift voucher is missed without notice, the voucher will be considered redeemed and cannot be reissued.
Policy Purpose: This policy is in place to respect the time of our therapists and ensure fair booking availability for all clients.
Acknowledgment: By booking an appointment or purchasing a package, clients confirm that they understand and agree to the Layana Spa & Medispa No-Show Policy.
All personal data is processed in accordance with our Privacy Policy & GDPR compliance.
All treatments are performed by trained, qualified professionals.
Client confidentiality is strictly maintained in accordance with professional and legal standards.
The facility is committed to providing a safe, respectful, and professional environment for clients.