These terms govern the management of appointments relating to EL SPA treatments and programmes, regardless of whether payment is made by direct purchase, value voucher, treatment voucher, package or another accepted method.
1. Booking
An appointment is confirmed when the date and time are agreed with EL SPA by telephone, WhatsApp, e-mail or another officially available channel. The online purchase of a treatment or voucher does not, by itself, constitute a booking for a specific date.
2. Changes or cancellation with at least 24 hours’ notice
An appointment may be changed or cancelled without penalty where notice reaches EL SPA at least 24 hours before the agreed appointment time. Any new date remains subject to availability.
3. Cancellation with less than 24 hours’ notice
If cancellation is notified with less than 24 hours’ notice, EL SPA applies a withholding or charge equal to 50% of the value of the booked treatment, to compensate for the time, staff and resources reserved for the appointment.
If the treatment was purchased or secured using a voucher or prepaid credit, the relevant balance is reduced by an amount equal to 50% of the value of the booked treatment. The remaining credit may be used until the original expiry date. A new booking may require payment of any difference compared with the price of the newly selected treatment.
4. Failure to attend (no-show)
If the Customer fails to attend without prior notice, the same rule applicable to late cancellation applies: a withholding or charge equal to 50% of the value of the booked treatment.
5. Exceptional circumstances
In documented exceptional circumstances or unforeseeable events, EL SPA may decide not to apply the withholding, in whole or in part. The assessment is made case by case, reasonably and without discrimination.
6. Cancellation or changes by EL SPA
If EL SPA has to change or cancel an appointment for organisational, technical, safety or force majeure reasons, the Customer may choose, depending on the circumstances, a new date, an equivalent solution or reimbursement of the unused service where the relevant conditions are met. No penalty will be applied to the Customer for a cancellation attributable to EL SPA.
7. Vouchers and expiry
Changing an appointment does not automatically extend the validity of the voucher. EL SPA vouchers are valid for 12 months from the date of issue, unless more favourable conditions are indicated on the individual voucher. It is the holder’s responsibility to agree a new date compatible with the expiry date.
8. Distinction from the right of withdrawal
These rules concern appointment management and do not replace the statutory right of withdrawal applicable to distance contracts where relevant. The right of withdrawal, its exceptions and the online 'Withdraw from the contract here' function are described in the dedicated Right of Withdrawal Notice.
9. How to communicate a cancellation
The request must be communicated through a channel that allows it to be clearly identified, preferably stating the name and the date and time of the appointment: e-mail mail@elspa.it, telephone +39 06 68192869, or any other official channels indicated on the website.
10. Version
These terms apply to bookings made or changed after their publication, without prejudice to any more favourable individual conditions agreed with EL SPA.
Service provider: DREAMLAND SOCIETA' A RESPONSABILITA' LIMITATA - Via Plinio 15/C, 00193 Rome (RM), Italy - VAT No./Tax Code 13233911000.