Terms & Conditions – The Willows Retreat Spa

Last Updated: June 2026

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

1. Appointments

• All treatments and services are by appointment only.
• Clients are requested to arrive at least 10 minutes before their scheduled appointment to allow time to relax and complete any required consultation forms.
• Late arrival may result in a reduced treatment time to avoid disruption to other guests and scheduled appointments. The full treatment fee will still apply.
• All online bookings must be paid in full at the time of booking.

2. Cancellations & Rescheduling

• A minimum of 72 hours’ notice is required to cancel or reschedule an appointment.
• Appointments cancelled with less than 72 hours’ notice, or missed without notice, are non-refundable.
• If The Willows Retreat Spa needs to cancel or reschedule an appointment due to unforeseen circumstances, an alternative appointment or refund will be offered where appropriate.

3. Complaints Procedure

If a client is dissatisfied with any aspect of their treatment or the service provided, concerns must be raised with their therapist or a member of management during the appointment and before leaving the premises. This allows the opportunity for concerns to be investigated and, where possible, resolved immediately.

Concerns or complaints raised after leaving the premises may limit our ability to fully investigate the matter or provide an appropriate resolution.

4. Refund Policy

The Willows Retreat Spa does not provide refunds for treatments or services that have been carried out.

Where a concern is raised during an appointment, every reasonable effort will be made to resolve the issue before the client leaves the premises. This policy does not affect any statutory rights available under applicable UK consumer legislation.

5. Health & Consultation Forms

• Clients are responsible for providing accurate, complete and up-to-date health information before any treatment.
• This includes, but is not limited to, medical conditions, allergies, medications, injuries, pregnancy and any other relevant health concerns.
• Consultation forms are completed to ensure treatments are safe and appropriate.
• The Willows Retreat Spa reserves the right to refuse, postpone or modify any treatment where it is considered unsuitable or unsafe.
• Failure to disclose relevant medical information may affect treatment suitability, safety and results.

6. Pregnancy

Certain treatments are not suitable during pregnancy or for clients with specific medical conditions. Clients should notify the spa before booking so suitable treatments can be recommended.

7. Patch Testing

Some treatments 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.

8. Age Restrictions

Treatments are available only to clients aged 18 years or over unless otherwise stated.

9. Treatment Results

Treatment outcomes vary between individuals.

While every effort is made to provide the highest standard of treatment and care, specific results cannot be guaranteed. Multiple treatments may be recommended to achieve the desired outcome.

10. Conduct

The Willows Retreat Spa is committed to maintaining a calm, relaxing and respectful environment for all clients and staff.

We reserve the right to refuse or terminate treatment where a client:

• Behaves in an abusive, threatening or inappropriate manner;
• Is under the influence of alcohol or drugs;
• Acts in a way that compromises the safety or comfort of staff or other guests.

11. Personal Belongings

Clients remain responsible for their personal belongings throughout their visit.

The Willows Retreat Spa accepts no responsibility for items that are lost, stolen or damaged.

12. Gift Vouchers

Unless otherwise stated:

• Gift vouchers are non-refundable.
• Gift vouchers cannot be exchanged for cash.
• Gift vouchers must be redeemed within 12 months of purchase.
• Gift vouchers must be presented when booking or attending an appointment.

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

13. Discounts & Health Club Memberships

Eligible Park Hall Hotel & Spa Health Club members may receive a 10% discount on treatments.

• Discounts cannot be used alongside any other offer or promotion unless specifically stated.
• Health Club memberships are administered solely by Park Hall Hotel & Spa.
• The Willows Retreat Spa is not responsible for membership administration, payments or disputes.

14. Products & Online Purchases

For hygiene and safety reasons, certain products cannot be returned once opened or used.

If products arrive damaged or faulty, clients should notify us within 48 hours of delivery so the matter can be resolved.

15. Liability

Clients are responsible for informing their therapist of any allergies, sensitivities, medical conditions or other relevant information before treatment.

While every reasonable care is taken to provide safe and appropriate treatments, The Willows Retreat Spa cannot accept responsibility for adverse reactions resulting from information that has not been disclosed.

Nothing within these Terms & Conditions excludes or limits liability where such exclusion is prohibited by law.

16. Website Use

All content on this website, including text, branding, logos, photographs, graphics and other materials, remains the property of The Willows Retreat Spa.

No content may be copied, reproduced or distributed without prior written permission.

The Willows Retreat Spa reserves the right to amend services, pricing, promotions, website content and these Terms & Conditions 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

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Privacy Policy – The Willows Retreat Spa

Last Updated: June 2026

The Willows Retreat Spa is committed to protecting your privacy and handling your personal information in accordance with the UK General Data Protection Regulation (UK GDPR) and applicable data protection legislation.

1. Information We Collect

We may collect the following information:

• Name
• Email address
• Telephone number
• Billing and booking information
• Health Club membership details
• Account login information
• Consultation and medical information relevant to treatments
• Marketing preferences
• Website usage data through cookies and analytics tools

2. Health & Consultation Information

Some treatments require consultation forms to ensure treatments are safe and appropriate.

This information may include:

• Allergies
• Medical conditions
• Medications
• Pregnancy
• Injuries
• Sensitivities

Paper consultation forms are stored securely in locked storage.

Digital records are stored in password-protected systems with restricted access.

Only information necessary for the safe delivery of treatments is collected.

3. How We Use Your Information

Personal information may be used to:

• Manage appointments and bookings
• Deliver treatments safely
• Process payments
• Manage customer accounts
• Respond to enquiries
• Send appointment reminders
• Send newsletters and promotional communications where consent has been given
• Improve our services and website

4. Marketing Communications

Clients who subscribe to marketing communications may receive newsletters, promotions and special offers.

Consent may be withdrawn at any time by:

• Clicking the unsubscribe link within marketing emails; or
• Contacting The Willows Retreat Spa directly.

5. Third-Party Services

Trusted third-party providers may process information on our behalf, including:

• Shopify
• Shopify Email
• Sesami Booking

These providers assist with website operation, bookings, payments and email marketing.

Personal information is never sold or rented to third parties.

6. Data Security

Appropriate technical and organisational measures are in place to protect personal information, including:

• Password-protected systems
• Secure storage of paper consultation forms
• Restricted staff access to sensitive information

7. Data Retention

Personal information is retained only for as long as necessary to:

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

Information is securely destroyed or deleted when no longer required.

8. Your Rights

Under UK GDPR, clients have the right to:

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

9. Cookies

Our website may use cookies and analytics technologies to improve:

• Website performance
• Booking functionality
• Customer experience
• Marketing effectiveness
• Visitor analytics

Cookie preferences can be managed through browser settings.

Contact Us

For any questions regarding this Privacy Policy or the handling of personal information, please contact:

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

Email: enquiries@thewillowsretreat.net

Telephone: 07564 463352