sãrana wellness – Wellness Ninove BV
These general terms and conditions apply to all services, reservations, sales and agreements of Sārana Wellness, operated by Wellness Ninove BV.
Wellness Ninove BV is hereinafter referred to as 'Sãrana'.
2.1. These general terms and conditions apply to every visit to Sãrana and to every reservation, purchase or agreement concluded via the website, by telephone, by e-mail, at the reception or via an external sales partner.
2.2. By making a reservation, purchasing an admission ticket, gift voucher, treatment or package or visiting Sãrana, the guest declares to have taken note of and to agree with these general terms and conditions, the cancellation conditions, the house rules, the privacy policy and any special conditions stated with an offer, voucher, gift voucher or package.
2.3. In the event of a conflict, the special conditions expressly communicated with a specific offer or reservation take precedence over these general terms and conditions.
2.4. Deviations are valid only when Sãrana has confirmed them in writing in advance.
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3.1. A reservation is only final after the guest has received a reservation confirmation and, when payment is required in advance, the payment was correctly registered.
3.2. The guest is responsible for providing correct and complete information, including name, e-mail address, telephone number, number of guests, chosen date and chosen services.
3.3. The guest must check the reservation confirmation immediately. Inaccuracies must be reported to Sãrana in writing as soon as possible and before the visit.
3.4. A reservation is personal. Transfer to another person is only permitted after prior written permission from Sãrana.
3.5. Reservations are always subject to availability. A preferred time, preference for a particular staff member or another special wish is only final when Sãrana has confirmed it in writing.
3.6. Sãrana may apply limited availability for certain days, packages, promotions, treatments or times.
3.7. The person who reserves for several guests guarantees that all guests involved take note of these conditions and the house rules.
4.1. All prices are expressed in euros and include VAT and other legally required levies, unless expressly stated otherwise.
4.2. The price stated at the confirmation of the reservation applies to the booked service.
4.3. Sãrana may change its prices, packages and offer. A price change has no effect on reservations that have already been definitively confirmed and paid, unless the change is the result of a legal tax or levy.
4.4. Sãrana may request full prepayment or a deposit. If the payment is not received on time, Sãrana may regard the reservation as non-final and release it.
4.5. Payment is made via the payment options offered during the reservation process or at the reception.
4.6. Consumptions, additional treatments, rental materials and other expenses during the visit are registered on the personal wristband or point-of-sale system. The guest settles the outstanding amount in full before leaving Sãrana.
4.7. The guest must report an error in the settlement to the reception immediately, so that it can be checked.
5.1. Access to Sãrana is only possible with a valid reservation or a valid admission ticket and after acceptance of these conditions and the house rules.
5.2. The minimum age for access to Sãrana is 12 years, unless a different age is expressly stated for a special activity or formula.
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5.3. Minor guests must always be accompanied by a responsible adult. This adult remains responsible for the minor during the entire visit.
5.4. Sãrana may request a valid identity document to check the identity, age or application of a particular rate.
5.5. Sãrana may refuse access to persons who are evidently under the influence of alcohol, drugs or other narcotics; display aggressive, intimidating or transgressive behaviour; endanger the safety, quiet, hygiene or privacy of others; refuse to follow the instructions of staff; or fail to comply with the general terms and conditions or the house rules.
5.6. A refusal or removal due to a violation by the guest does not give any right to a refund or compensation.
6.1. The house rules form an integral part of these general terms and conditions and are available on the website and at the reception.
6.2. Every guest must comply with the house rules, the safety regulations, the hygiene rules and the instructions of staff.
6.3. The announced clothing requirements and swimwear days must be respected. The current calendar is announced via Sãrana's official communication channels.
6.4. The use of a bathrobe, sufficient towels and suitable bath slippers is mandatory in accordance with the house rules.
6.5. In the catering areas, corridors and other designated zones, a bathrobe must always be worn.
6.6. Glass and breakable objects are not permitted in the wellness rooms, around the swimming pools, jacuzzis and other wet zones.
6.7. Photo, film and sound recordings are not permitted without the prior express permission of Sãrana and all recognisably depicted persons.
6.8. Sãrana may amend the house rules when this is necessary on account of safety, hygiene, legislation, operation or the comfort of guests. The most recent version always applies.
7.1. Massages and wellness treatments of Sãrana are focused solely on relaxation and well-being. They do not constitute a medical diagnosis or medical treatment and do not replace advice or treatment by a doctor or other healthcare provider.
7.2. Before the treatment, the guest must communicate all relevant information necessary to perform the treatment safely, including pregnancy, allergies or hypersensitivities, skin problems or open wounds, heart and vascular problems, recent operations or injuries, contagious conditions, relevant use of medication and other medical complaints or contraindications.
7.3. Sãrana processes health information solely insofar as this is necessary for a safe treatment and in accordance with the privacy policy.
7.4. In case of doubt about the suitability of a treatment, the guest must seek advice from their doctor in advance.
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7.5. Sãrana or the therapist may refuse, adjust or stop a treatment when it is potentially unsafe or when the guest displays inappropriate or transgressive behaviour.
7.6. The guest has no automatic right to a therapist of a particular sex, unless Sãrana has confirmed this in writing in advance.
7.7. In case of late arrival, the treatment ends at the originally reserved time. The lost treatment time is not made up for or refunded.
7.8. Wanted or unwanted intimacies and any sexual or transgressive behaviour are expressly prohibited. In the event of a violation, the treatment is stopped immediately, the full amount remains payable and the guest may be removed from Sãrana.
8.1. A reservation can be changed or cancelled solely in writing, via e-mail or Sãrana's contact form.
8.2. The same cancellation condition applies to all reservations, regardless of the reserved access, massage, treatment, activity or package. A reservation can be cancelled free of charge up to no later than 24 hours before the reserved start time. In the event of a timely cancellation, the amount paid is converted into a Sarana credit for a subsequent visit, or the reservation can be rescheduled free of charge based on availability. No refund takes place. In the event of cancellation within 24 hours before the reserved start time, amounts already paid are not refunded.
8.3. When a guest does not show up without notifying Sãrana in writing in advance, the reservation lapses and amounts already paid are not refunded.
8.4. In the event of a demonstrable serious illness or force majeure, Sãrana may exceptionally allow a rescheduling. Each request is assessed individually and does not automatically give a right to a rescheduling or refund. Sãrana may request a valid supporting document for this.
9.1. Sãrana may change or cancel a treatment, reservation, activity or package when this is necessary due to technical defects, maintenance work, illness or unexpected absence of a staff member, safety or health risks, government measures, force majeure or other circumstances that reasonably make a safe or high-quality service impossible.
9.2. Sãrana informs the guest of this as soon as possible.
9.3. If Sãrana cancels a reservation in full, the guest can choose between a new reservation date, a Sãrana credit to the value of the amount paid or a refund of the amount already paid for the cancelled part.
9.4. A limited change to the programme, a temporarily unavailable facility or the replacement of a treatment by an equivalent alternative does not automatically give a right to a refund. Sãrana assesses this taking into account the scope and impact of the change.
9.5. Sãrana does not compensate external costs that the guest incurred themselves, such as transport, parking or other personal expenses, unless mandatory legislation provides otherwise.
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10.1. A gift voucher represents the value or service stated on it and can be used within the stated validity period and conditions.
10.2. The validity period is stated on the gift voucher or in the accompanying confirmation. The guest is responsible for using the gift voucher in good time.
10.3. A gift voucher must be mentioned at the reservation and presented or digitally validated on arrival.
10.4. Gift vouchers are not refunded in money, neither in whole nor in part.
10.5. In the event of loss, theft, damage or illegibility, Sãrana can only consider a replacement when the guest can prove the original purchase and unique code and the voucher has not yet been used.
10.6. When the chosen service is more expensive than the value of the gift voucher, the difference must be paid in addition.
10.7. Unless otherwise stated, gift vouchers, vouchers, promotions and discount codes cannot be combined with one another.
10.8. Offers apply solely during the stated period and as long as the available places or stock allow.
10.9. After making a reservation with a gift voucher or voucher, the ordinary cancellation conditions apply.
10.10. For vouchers of external partners, the conditions of the partner concerned apply additionally. In the event of a conflict regarding the services of Sãrana, these general terms and conditions apply, insofar as legally permitted.
11.1. The prices of food and drink are stated on the current menu.
11.2. It is not permitted to bring or consume your own food or drink, except when Sãrana expressly gives permission for this in advance or when mandatory medical reasons require it.
11.3. Guests with an allergy, intolerance or dietary restriction must report this clearly to a staff member before ordering.
11.4. Sãrana provides the legally required allergen information. Despite careful working methods, it can never be fully excluded in a professional kitchen that traces of allergens are present.
11.5. Alcohol is not served to persons who have not reached the legally required age. Sãrana may request an identity document and refuse the sale of alcohol.
11.6. Sãrana may refuse or stop the sale of alcohol when this is necessary for safety, health or good order.
12.1. The guest uses all facilities carefully, in accordance with their purpose and according to the safety regulations and instructions of staff.
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12.2. The guest must assess for themselves whether their health permits the use of saunas, steam baths, swimming pools, jacuzzis, cold baths and other facilities.
12.3. Persons with health problems, pregnancy, heart and vascular diseases, epilepsy, diabetes, serious blood pressure problems or other relevant conditions are advised to seek medical advice before the visit.
12.4. The guest must report any unsafe situation, damage, injury or technical defect to a staff member immediately.
12.5. Diving, running on wet floors, dangerous behaviour and ignoring safety instructions are prohibited.
12.6. These provisions do not limit the legal liability of Sãrana for damage resulting from a fault for which Sãrana is liable under mandatory law.
13.1. The guest remains responsible for their personal belongings.
13.2. Available lockers must be used correctly. Valuable objects are preferably not brought along.
13.3. Loss or theft must be reported to the reception immediately.
13.4. Sãrana is only liable for loss, theft or damage when the guest proves that this damage is the result of a fault of Sãrana, without prejudice to mandatory legal provisions.
13.5. Found items are kept for a maximum of two months. After the end of this period, Sãrana may remove, donate or destroy the items.
14.1. The guest is liable for damage that they cause intentionally or through faulty, reckless or careless behaviour to buildings, installations, materials, staff or other guests.
14.2. Sãrana may recover the reasonable costs for cleaning, repair or replacement from the responsible guest.
14.3. The main booker may be held liable for damage caused by persons for whom they reserved, insofar as this is permitted under the applicable legislation.
14.4. Theft, vandalism, violence and serious violations may be reported to the police.
15.1. Sãrana undertakes to organise its services carefully, safely and professionally.
15.2. Sãrana is not liable for damage that is solely the result of failure to comply with the house rules or safety instructions, incorrect or incomplete information from the guest, a pre-existing medical condition that was not communicated, injudicious or incorrect use of the facilities, a fault of the guest themselves or force majeure.
15.3. Nothing in these conditions excludes liability that may not be excluded or limited under Belgian law, including liability for intent or impairment of physical integrity through a fault of Sãrana.
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16.1. Sãrana processes personal data in accordance with the General Data Protection Regulation, the applicable Belgian legislation and the privacy policy on the website.
16.2. Personal data may, among other things, be processed for reservations and payments, customer management, performance of treatments, billing and accounting, complaint handling, safety and fraud prevention, legal obligations and commercial communication when a valid legal basis exists for it.
16.3. Health data are processed solely when this is necessary for a safe treatment and with appropriate protection.
16.4. For questions or requests about personal data, the guest can contact us at info@sarana-wellness.be.
16.5. The complete information about purposes, legal bases, recipients, retention periods and rights of data subjects is stated in the separate privacy policy.
17.1. Sãrana may use camera surveillance in legally permitted zones to protect the safety of persons and property and to prevent or detect incidents.
17.2. There are no cameras in changing rooms, toilets, showers, treatment rooms, saunas or other places where guests undress or may reasonably expect full privacy.
17.3. The monitored zones are indicated with the legally prescribed camera pictograms.
17.4. Camera footage is viewed only by authorised persons and may, when this is legally permitted or required, be transferred to the police, the judiciary or other competent authorities.
17.5. More information about the controller, purposes, retention period and rights of data subjects is stated in the privacy policy and the separate information about camera surveillance.
18.1. Sãrana strives to keep the information on its website correct and up to date. Obvious writing, price or technical errors are not binding.
18.2. Images, descriptions and mood images are illustrative and may differ from the actual implementation, without prejudice to the essential characteristics of the booked service.
18.3. Electronic communication is deemed to have been received when it was sent to the e-mail address provided by the guest, unless the guest proves that Sãrana was aware of a technical problem.
18.4. The guest is responsible for checking their inbox and junk e-mail folder.
18.5. The texts, photos, logos, corporate identity and other content of the website are protected. They may not be copied or used commercially without the prior written permission of Sãrana.
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19.1. For wellness services, access, treatments, catering and leisure activities that are performed on a specific date or within a specific period, the consumer does not, in accordance with Article VI.53, 12° of the Code of Economic Law, have the statutory right of withdrawal of fourteen days.
19.2. The cancellation conditions of Article 8 do, however, continue to apply.
19.3. For other online purchases for which a statutory right of withdrawal does apply, Sãrana informs the consumer separately about the conditions and exercise of it.
20.1. A guest preferably reports a problem immediately during the visit, so that Sãrana gets the opportunity to look for a suitable solution on the spot.
20.2. Written complaints can be submitted via info@sarana-wellness.be, stating name and contact details, reservation number, date of the visit, a clear description and any supporting documents.
20.3. Sãrana confirms receipt and strives to answer the complaint substantively within fourteen calendar days. When more investigation is needed, the guest is informed of this.
20.4. Submitting a complaint does not automatically suspend the payment obligations of the guest.
20.5. If no amicable solution is reached, a consumer can turn to the competent Belgian consumer mediation service, insofar as it is competent.
21.1. Force majeure is understood to mean any unforeseeable or unavoidable event beyond the reasonable control of Sãrana that makes normal performance wholly or partly impossible.
21.2. This may include, among other things: fire, flood or natural disaster; prolonged interruption of the energy or water supply; serious technical malfunction; epidemic or government measure; strike; serious staff shortage; or danger to public health or safety.
21.3. Sãrana will limit the consequences as much as possible and inform the guest as soon as possible.
21.4. When the booked service can definitively not be performed, the options of Article 9.3 apply.
22.1. If a provision proves to be wholly or partly invalid or unenforceable, the remaining provisions remain valid.
22.2. The invalid provision is replaced by a valid provision that approximates its purpose and balance as closely as possible.
22.3. Sãrana may amend these general terms and conditions. The version that applied at the time of the reservation remains applicable to that reservation, except when an immediate adjustment is legally required.
22.4. Sãrana publishes the current version and the date of entry into force on the website.
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23.1. Belgian law applies to all agreements with Sãrana.
23.2. Disputes are preferably first settled amicably.
23.3. If no amicable solution is possible, the courts that are competent under the applicable Belgian and European legislation have jurisdiction.
23.4. This provision does not deprive consumers of any protection or rights that they enjoy under mandatory legislation.
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