kaiya spa
private spa bexleyheath
thermal rituals london
cold plunge
Refund & Cancellation Policy
At Kaiya Spa, every booking reserves exclusive time within our private spa. To ensure availability for all guests and allow sufficient preparation for each experience, the following cancellation policy applies.
Cancellations and Amendments
Bookings may be cancelled or amended up to 5 full days before your scheduled appointment.
Where a cancellation is made at least 5 days before the booking date, you may choose one of the following:
- A full refund to your original payment method.
- A transfer of your booking to another available date.
- A credit to use towards a future booking.
Bookings cannot ordinarily be amended, cancelled or refunded within 5 days of the scheduled appointment. Any exception is entirely at the discretion of Kaiya Spa.
Bookings Within 5 Days
Once your booking falls within the 5 day period before your appointment:
- Bookings become non refundable.
- Bookings cannot be amended or rescheduled.
- No credit will be issued for cancellations or non attendance.
This policy applies because your booking prevents that time from being offered to other guests.
Late Arrivals
Please arrive promptly for your booking. Late arrival may reduce the duration of your experience to avoid impacting subsequent bookings. The full booking fee will remain payable.
Non Attendance
If you do not attend your booking, your reservation will be treated as a no show. No refund, credit or alternative booking will be offered.
Gift Cards
Gift cards are non refundable and cannot be exchanged for cash. Where a booking is made using a gift card, the same cancellation policy applies.
If a booking is cancelled within the permitted cancellation period, the value will be returned to the original gift card balance.
Refund Processing
Where a refund is approved, it will be processed back to the original payment method. Please allow 5 to 10 business days for the funds to appear, depending on your bank or card provider.
Exceptional Circumstances
In exceptional circumstances beyond your control, please contact us as soon as possible. While we cannot guarantee an exception to our cancellation policy, we will always review requests fairly and sympathetically.
Contact
If you have any questions regarding your booking or this policy, please contact us at:
Email: info@kaiyaspa.com
Yes. You may cancel your booking and receive a full refund provided you notify Kaiya Spa at least five days before your scheduled visit. Cancellations made within five days of your booking are non-refundable, as your reservation has been exclusively reserved for you.
If you need to amend your booking, please contact Kaiya Spa directly by telephone. Subject to availability, we'll do our best to accommodate your request. Booking amendments cannot be made online and must be arranged with a member of our team.
Please arrive in good time for your scheduled booking. As your spa experience has been reserved exclusively for you, late arrivals may result in a shortened session, and we are unable to extend your finish time as this may affect subsequent bookings.
Yes. To protect the wellbeing and enjoyment of all guests, Kaiya Spa reserves the right to refuse entry or end a visit without refund if a guest appears to be under the influence of excessive alcohol or drugs, behaves in a disruptive or abusive manner, refuses to follow staff instructions, provides false health information, or is considered to present a health or safety risk.
Kaiya Spa welcomes guests aged 16 and over. Guests aged 16 or 17 must be accompanied throughout their visit by a responsible adult aged 18 or over. This policy helps us maintain a safe, relaxing environment for all guests.
In the unlikely event that Kaiya Spa needs to cancel your booking due to circumstances beyond our control or operational reasons, you will be offered the choice of a full refund or the opportunity to reschedule your visit for another available date and time.