Terms of service

Terms & Conditions – The Willows Retreat Spa

Welcome to The Willows Retreat Spa. By booking an appointment, purchasing products, or using our website, you agree to the following Terms & Conditions.

Appointments

All treatments and services are by appointment only. We kindly ask clients to arrive at least 10 minutes prior to their scheduled appointment time to allow time to relax and complete any required consultation forms.

Late arrival may result in reduced treatment time to avoid disruption to other guests and scheduled appointments. Full treatment charges may still apply.

All online bookings are charged in full at the time of booking.

Cancellations & Rescheduling

We kindly ask for a minimum of 72 hours’ notice for cancellations or rescheduling requests.

Appointments cancelled with less than 72 hours notice, or missed without notice, are non-refundable.

If The Willows Retreat Spa is required to cancel or reschedule an appointment due to unforeseen circumstances, an alternative appointment or refund will be offered where appropriate.

Health & Consultation Forms

Clients are responsible for providing accurate and up-to-date health information prior to treatments. This includes any medical conditions, allergies, medications, injuries, pregnancy, or other relevant concerns.

Consultation forms are completed to ensure treatments are safe and suitable for each client. The Willows Retreat Spa reserves the right to refuse or modify treatments where deemed unsuitable or unsafe.

Failure to disclose relevant information may affect treatment suitability and outcomes.

Pregnancy

Certain treatments may not be suitable during pregnancy or for clients with specific medical conditions. Please notify us prior to booking so treatments can be tailored safely and appropriately.

Patch Testing

Certain treatments may require a patch test at least 24–48 hours before the appointment. Failure to attend a required patch test may result in cancellation of the treatment.

Age Restrictions

We do not offer treatments to persons under the age of 18.

Treatment Results

Treatment results may vary between individuals. While we aim to provide the highest standard of care and service, no guarantees can be made regarding specific outcomes.

Multiple sessions may be recommended for optimal results.

Conduct

We strive to maintain a calm, safe, and respectful environment for all guests and staff.

The Willows Retreat Spa reserves the right to refuse service to anyone displaying inappropriate behaviour or attending appointments under the influence of alcohol or drugs.

Personal Belongings

Clients are responsible for their personal belongings during their visit. The Willows Retreat Spa cannot accept responsibility for lost, damaged, or stolen items.

Gift Vouchers

Gift vouchers may be offered in the future and, unless otherwise stated:

Are non-refundable
Cannot be exchanged for cash
Must be redeemed within 12 months of purchase
Must be presented at the time of booking or appointment

Lost, stolen, or expired vouchers cannot be replaced or extended.

Discounts & Health Club Memberships

The Willows Retreat Spa may offer a 10% discount on treatments for eligible Park Hall Hotel & Spa health club members.

This discount cannot be used in conjunction with any other promotion, offer, or discounted treatment package unless otherwise stated.

All health club memberships are managed independently by Park Hall Hotel & Spa. The Willows Retreat Spa is not responsible for membership administration, payments, or membership disputes.

Products & Online Purchases

For hygiene and safety reasons, certain products may not be eligible for return once opened or used.

If products arrive damaged or faulty, please contact us within 48 hours of delivery.

Liability

Clients are responsible for informing therapists of any allergies, sensitivities, medical conditions, or concerns prior to treatment.

While every care is taken to provide safe and appropriate treatments, The Willows Retreat Spa cannot guarantee against adverse reactions where relevant information has not been disclosed.

Nothing within these Terms & Conditions excludes liability where exclusion is not permitted under UK law.

Website Use

All website content, branding, logos, images, and materials are the property of The Willows Retreat Spa and may not be copied, reproduced, or distributed without permission.

We reserve the right to update services, pricing, promotions, and policies at any time without prior notice.

Contact Information

The Willows Retreat Spa
Park Drive
Goldthorn Park
Wolverhampton
WV4 5AJ

Email: enquiries@thewillowsretreat.net
Telephone: 07564 463352

Privacy Policy – The Willows Retreat Spa

The Willows Retreat Spa is committed to protecting your privacy and handling your personal information responsibly in accordance with UK GDPR and applicable data protection laws.

Information We Collect

We may collect and store the following information when you use our website, create an account, make a booking, complete consultation forms, subscribe to marketing communications, or contact us:

Name
Email address
Phone number
Billing and booking information
Health club membership numbers
Account login information
Consultation and medical information relevant to treatments
Newsletter and marketing preferences
Website usage data collected through cookies and analytics tools

Health & Consultation Information

Certain treatments require consultation forms to assess treatment suitability and ensure client safety.

This may include information regarding:

Allergies
Medical conditions
Medications
Pregnancy
Injuries or sensitivities

Physical consultation forms are securely stored in locked storage, and digital records are kept within password-protected systems with restricted access.

We only collect information necessary for safely providing treatments and services.

How We Use Your Information

We may use your information to:

Manage appointments and bookings
Provide treatments safely and appropriately
Process online payments and purchases
Create and manage customer accounts
Respond to enquiries
Send appointment confirmations and reminders
Send newsletters, promotions, and marketing communications where consent has been provided
Improve our services and website experience

Marketing Communications

If you subscribe to our newsletter or marketing emails, you may receive updates, offers, and wellness-related communications from The Willows Retreat Spa.

You may unsubscribe at any time using the unsubscribe link within emails or by contacting us directly.

Third-Party Services

We use trusted third-party providers to help operate our business and website, including:

Shopify
Shopify Email
Sesami Booking

These providers may securely process customer information on our behalf in order to provide booking, payment, email marketing, and website services.

We do not sell or rent personal information to third parties.

Data Security

We take appropriate measures to protect your information from unauthorised access, misuse, loss, or disclosure.

This includes:

Password-protected digital systems
Secure storage of physical consultation records
Restricted access to sensitive information

Data Retention

We only retain personal information for as long as necessary to:

Provide services and treatments
Maintain treatment records
Meet legal, insurance, or business obligations

When information is no longer required, it is securely deleted or destroyed.

Your Rights

Under UK GDPR, you have the right to:

Request access to your personal information
Request correction of inaccurate information
Request deletion of your information where appropriate
Withdraw consent for marketing communications
Request restriction of processing
Lodge a complaint with the Information Commissioner’s Office (ICO)

Cookies

Our website may use cookies and analytics tools to improve website functionality, booking services, and customer experience.

These may include cookies related to:

Website performance
Booking functionality
Marketing and email communications
Visitor analytics

You can manage or disable cookies through your browser settings.

Contact Us

If you have any questions regarding this Privacy Policy or how your information is handled, please contact: