Be Well The Spa terms & conditions
1. General terms
1.1. All spa treatments, memberships, packages, and offers are subject to these terms and conditions.
1.2. Prices, opening hours, and treatment details are subject to change without prior notice.
1.3. Guests must be 16 years or older to access the spa facilities and treatments.
1.4. Be Well The Spa is not responsible for lost, stolen, or damaged personal belongings. Guests are responsible for securing their lockers.
1.5. Guests must return all provided spa items (robes, slippers, towels). Charges apply for unreturned or damaged items.
1.6. We reserve the right to refuse entry if spa rules are not followed or if inappropriate behaviour towards staff occurs. Serious or repeated rule violations may result in an immediate or permanent ban from the spa.
2. Bookings & cancellation policy
2.1. A minimum of 48 hours’ notice is required to cancel or reschedule a booking. Failure to provide notice will result in the full treatment charge.
2.2. Refunds, exchanges, or transfers are not available for cancellations made less than 48 hours before an appointment, except in cases where the cancellation is due to a reason covered in our medical conditions policy.
2.3. Bookings can be made in person, via telephone, or online. Payment must be completed before or at the time of booking.
2.4. All treatments and packages must be used within their stated validity period.
2.5. No-show policy – failure to attend a booked appointment without prior notice will result in a 100% charge of the full treatment price, with no refund or transfer option available.
3. Spa memberships & guest passes
3.1. Membership benefits apply only to the registered member and cannot be transferred to other people.
3.2. Discounts linked to a membership apply only to the named member’s bookings and cannot be shared.
3.3. Guest passes included in memberships must be used within the membership period, with one pass redeemable every four months, subject to availability and advance booking. The first guest pass can be used at any time after the membership becomes active.
3.4. Membership includes thermal spa access for up to two hours per session. Multiple sessions in a day may be booked, but availability is not guaranteed, and back-to-back bookings may be limited for health and safety reasons. Please check with a member of staff.
See Be Well membership terms and conditions
4. Offers & discounts
4.1. Offers cannot be combined with any other promotions, discounts, or membership benefits.
4.2. Memberships on offer are sold at the stated price – no additional discounts apply.
4.3. Promotional offers are valid only for the specified period and cannot be extended beyond the stated date.
4.4. Expired vouchers cannot be refunded or extended. It is the guest’s responsibility to check validity before booking.
4.5. If an offer is age-specific, proof of age may be required at the time of booking.
5. Spa packages & treatments
5.1. Packages cannot be split between multiple people, across multiple days, or separate appointments. All treatments in a package must be taken in the same booking.
5.2. Arrival time: we recommend that guests arrive 15 minutes prior to their scheduled treatment time to allow for preparation, including changing and completing the consultation form. Late arrivals may result in a shortened treatment duration.
5.3. All guests must complete a medical conditions and health questionnaire prior to their treatment or thermal spa experience – the full medical policy is under point 7 of the spa terms and conditions.
6. Thermal spa & facility use
6.1. The thermal spa experience is limited to two hours per session for both members and non-members.
6.2. Customers must complete a health disclaimer upon arrival before using the thermal spa facilities.
6.3. Guests must wear appropriate swimwear in all areas and robes and footwear in public spaces.
6.4. Alcohol consumption before using the spa is not permitted. Guests under the influence of alcohol will be refused entry.
6.5. Mobile phone use and photography are not allowed in spa areas.
6.6. Be Well The Spa reserves the right to refuse entry to anyone who is intoxicated, behaving inappropriately, or failing to follow spa etiquette.
7. Medical conditions policy
7.1. Medical conditions and health questionnaire: guests must inform the spa before booking if they have:
- Pregnancy (please notify us at booking so we can advise on suitable treatments)
- A current cancer diagnosis
- Recent surgery (within the last six months)
- Any other medical condition that may affect treatment experience
7.2. A health questionnaire must be completed before treatments. This is recommended to be completed online where possible. If online competition is not possible, it must be done in person before the treatment. Completing the form online allows us to identify any potential issues in advance and adapt or refuse treatments where necessary.
7.3. Failure to disclose medical conditions before booking may result in treatment cancellation without a refund. If an alternative treatment is possible, we will accommodate where we can, but refunds will not be provided if a guest does not disclose conditions beforehand.
8. Gift vouchers
8.1. Lost or stolen vouchers cannot be replaced.
8.2. Expired vouchers are non-refundable and cannot be extended. It is the guest’s responsibility to check validity.
8.3. Damaged vouchers may only be redeemed if the serial number is visible.
9. Conduct & liability
9.1. Our therapists have the right to stop a treatment at any time if a guest behaves inappropriately, including but not limited to harassment, inappropriate language, or failure to follow therapist instructions.
9.2. The spa is not liable for personal injuries, medical conditions, or reactions related to treatments. Guests assume responsibility for ensuring treatments are suitable for them.
9.3. Failure to disclose medical conditions before a treatment absolves Be Well The Spa of any responsibility for resulting complications.
9.4. Be Well The Spa reserves the right to refuse entry or issue an immediate banning order for serious misconduct or failure to follow spa rules.
By booking an appointment, purchasing a membership, or using the spa facilities, you agree to abide by these terms and conditions.
For bookings and inquiries:
📧 Email: bewellthespa-bethnalgreen@towerhamlets.gov.uk
📞 Phone: 0207 364 3200