Terms & Conditions and Privacy Policy

Effective date: July 2026 The Granite Spa Unit 3 Crombie House, Grandholm Crescent Bridge of Don, Aberdeen AB22 8BD 01224 506446

Part A — Terms & Conditions

1. Bookings & Appointments

The Granite Spa is a trading name of MAM Solutions Ltd, a company registered in Scotland under company number SC872828. By booking an appointment, purchasing a product, spa package, gift voucher or membership, or using our website, you agree to the following Terms & Conditions.

Appointments can be made online, by telephone, in person or via The Granite Spa App. Online and app bookings require the client to confirm acceptance of these Terms & Conditions before the booking is completed. All appointments are subject to availability.

Where a distance booking is made for a service to begin within 14 days, the client must expressly request that the service begins during the statutory cancellation period. The client acknowledges that, once the service has been fully performed, the statutory right to cancel is lost and that the client may be required to pay for any service supplied before cancellation.

We recommend arriving at least 15 minutes before your appointment to allow time to relax and complete any consultation forms where required.

Late arrival may result in your treatment time being reduced to avoid impacting other clients. The full treatment fee will still apply.

2. Deposits

Selected treatments, spa packages and appointments require a deposit at the time of booking.

Deposits are non-refundable but may be transferred if sufficient notice is provided in accordance with our cancellation policy.

Appointments are not confirmed until the required deposit has been received. No deposit = No appointment.

3. Cancellation & Rescheduling Policy

We understand that plans sometimes change.

We kindly ask for: 48 hours' notice for individual treatment appointments; 7 days' notice for spa packages, group bookings and exclusive hire.

Failure to provide the required notice may result in:

Loss of deposit.
For individual treatments cancelled or rescheduled with less than 48 hours' notice, 100% of the booked treatment price will be charged.
For spa packages, group bookings and exclusive hire cancelled or rescheduled with less than seven days' notice, 100% of the total booking price will be charged.

Management may, at its discretion, waive or reduce a cancellation charge where there are genuine exceptional circumstances. Each request will be considered individually, and supporting information may be requested.

If The Granite Spa cancels an appointment and cannot provide the booked service, the client may choose either to transfer all amounts paid to a replacement appointment or to receive a full refund of the amount paid for the cancelled appointment. We will not be responsible for additional or indirect costs, except where the law requires otherwise.

Clients who repeatedly cancel or fail to attend appointments may be required to prepay future bookings.

4. No-Shows

Failure to attend an appointment without prior notice will be treated as a no-show. The full appointment value will be charged.

Repeated no-shows may result in future bookings requiring full payment in advance.

5. Gift Vouchers

Gift vouchers:

Gift vouchers are valid for six months from the date of purchase unless otherwise stated.
Gift vouchers cannot be exchanged for cash.
Gift vouchers are non-refundable except where the law requires otherwise.
Gift vouchers must be presented at the time of redemption.
Lost or stolen gift vouchers cannot be replaced.
Expired gift vouchers cannot be extended or redeemed.

6. Refund Policy

Payments are non-refundable where a client changes their mind, cancels without the required notice, fails to attend, does not use a purchased treatment or package, or does not redeem a gift voucher before its six-month expiry date. This does not affect your statutory rights, including where goods are faulty or services are not provided with reasonable care and skill.

Once payment has been processed, merchant charges, card processing fees and administration costs are incurred.

Except where the law requires otherwise, refunds are not provided for changes of mind, unused treatments, missed appointments, late cancellations, partially used packages, gift vouchers or membership payments.

Where a refund is agreed at the discretion of management, applicable card-processing and reasonable administration fees may be deducted where legally permitted. This deduction will not apply where the law requires a full refund.

7. Memberships

Memberships and Facial Programmes are paid monthly and are subject to a minimum six-month commitment and the terms of the individual agreement. The agreement cannot be cancelled during the initial six-month term except where a statutory right to cancel applies.

After the initial six-month term, the agreement continues on a monthly rolling basis and may be cancelled by giving one month's notice by email to contact@thegranitespa.com. All membership credit remains subject to the monthly expiry rules set out below.

A one-off £25 acceptance and administration fee is payable when the client joins and is non-refundable except where the law requires otherwise. When this fee is paid, the client and The Granite Spa will agree the recurring monthly payment date. Membership payments will then be charged automatically to the saved payment method on that date each month. Membership benefits and the first treatment credit become available only after the first monthly membership payment has been successfully collected.

The treatment entitlement, monthly credit value, discounts and other benefits vary by membership or facial programme and are set out in the individual agreement accepted by the client. Benefits are personal to the named member and cannot be transferred or exchanged for cash.

At enrolment, the client scans the QR code provided at reception and electronically signs the individual membership or facial programme agreement when paying the £25 acceptance and administration fee. The electronic signature records the client's acceptance of the current agreement and these Terms & Conditions.

After signing, the client will be provided electronically with a copy of the signed agreement and the applicable Terms & Conditions.

The client must keep their saved payment details valid and up to date and notify The Granite Spa promptly if those details change.

Monthly treatment credit must be used within the billing month in which it is issued and does not roll over.

During a cancellation notice period, any credit that remains valid must be used before its normal monthly expiry or the membership end date, whichever comes first. Unused or expired credit cannot be refunded, exchanged for cash or transferred.

Membership benefits are non-transferable, cannot be exchanged for cash and must be used within any applicable period. Membership discounts cannot be used in conjunction with other promotions unless otherwise specified.

If a monthly payment fails, we will notify the member and may retry the payment. Membership benefits may be suspended while the account is overdue. The member will have 30 days from our notification to bring the account up to date. If the account remains unpaid after that period, we may terminate the agreement and require payment of the outstanding balance for the initial six-month minimum term, where legally enforceable.

We may change the membership price by giving the member at least 30 days’ notice. If the member does not accept the new price, they may cancel the membership by giving one month’s notice, including during the initial six-month minimum term. The new price will not apply before the cancellation takes effect.

Any unused credit must be used before the cancellation takes effect and cannot be refunded, exchanged for cash or transferred.

8. Health & Medical Information

Clients must disclose all current health and medical information including (but not limited to):

Medical conditions; allergies; pregnancy or breastfeeding; recent surgery; medications; skin conditions.

If you are pregnant or breastfeeding, please tell us as soon as possible and before your appointment. Certain treatments, products or spa facilities may be unsuitable or require modification during pregnancy or while breastfeeding. Please contact us before booking or attending so that we can advise you and discuss suitable alternatives where necessary.

If you have a medical condition, are taking medication or are unsure whether a treatment or spa facility is suitable for you, please seek advice from your GP or another appropriately qualified healthcare professional before booking. We may ask you to obtain medical confirmation before proceeding where this is reasonably necessary for your safety. Our team can advise on treatment suitability and industry-specific precautions but cannot provide medical advice or diagnosis.

Before every treatment, we may ask you to complete or update a consultation form and answer relevant questions about your health, medical conditions and medication. This enables us to assess whether the treatment is suitable, identify any contraindications and provide appropriate industry-specific advice. You must answer all questions fully and accurately and tell us about any relevant changes before each appointment.

If you do not provide complete and accurate information, or if the consultation identifies a reason why treatment cannot safely proceed, we may refuse, postpone or modify the treatment. Where the required consultation form was provided in advance and treatment cannot proceed because relevant information was withheld or was inaccurate, our cancellation policy may apply. This does not affect your statutory rights.

9. Treatment Results

Individual treatment results vary. No guarantee can be made regarding treatment outcomes.

Recommended treatment courses and homecare advice are provided based upon professional assessment.

10. Children

Minimum-age requirements vary by treatment. Some treatments are not suitable for clients under 16 or under 18; clients should confirm eligibility before booking.

Where any treatment or service is available to a client under 16, a parent or legal guardian must be present and must sign the required consent form before the treatment or service begins. The parent or legal guardian must remain on the premises throughout the appointment. All applicable consultation and patch-testing requirements must also be completed before any service can be provided.

Children who do not have their own appointment should not accompany an adult receiving treatment. Children must not be left unaccompanied at any time or anywhere on the premises. If these requirements cannot be met, we may refuse or cancel the adult’s treatment, and the full treatment fee may remain payable in accordance with our cancellation policy.

11. Personal Belongings

Clients are responsible for their own personal belongings. The Granite Spa is not responsible for loss of or damage to personal items unless it is caused by our negligence or liability cannot otherwise be excluded by law.

12. Spa Etiquette

To maintain a peaceful environment for all clients and members we kindly ask clients to:

Switch mobile phones to silent.
Respect other guests.
Speak quietly within relaxation areas.
Swimwear must be worn at all times.
No food or breakable items may be taken into the spa area.
No more than four people may use a hot tub at any one time.
Follow all guidance provided by our team.

Anyone displaying abusive, aggressive or inappropriate behaviour will be asked to leave the premises immediately and will not be entitled to reimbursement of any amounts paid, except where the law requires otherwise.

13. Zero Tolerance Policy

The Granite Spa is committed to providing a safe and respectful workplace for all our staff and clients.

Abusive language, threatening behaviour, harassment or aggression towards any member of our team, whether verbal or physical, will not be tolerated. Such behaviour may result in the immediate termination of the conversation and/or removal from the premises.

We reserve the right to refuse treatment, cancel appointments, terminate memberships and refuse future bookings. Where necessary, incidents may also be reported to the police.

14. Prices

Prices may change without prior notice. The price confirmed at the time of booking will apply unless an obvious pricing error has occurred. Please note promotions cannot be applied retrospectively regardless of circumstances.

15. Promotions & Offers

Promotions and offers cannot be used with any other promotion unless otherwise stated, are subject to availability and may be withdrawn at any time.

Special offers cannot be exchanged for cash or alternative treatments.

16. Retail Products

For eligible products purchased online, you may cancel the order within 14 days of receiving it and must return the product within a further 14 days. Products must be unused and returned in their original condition and packaging. For a change-of-mind return, the customer is responsible for the return postage.

Products sealed for health-protection or hygiene reasons, including relevant skincare and cosmetic products, cannot be returned once unsealed unless faulty. This does not affect your statutory rights where a product is faulty, damaged, misdescribed or supplied incorrectly. The Granite Spa will meet reasonable return costs for faulty or incorrect products. Any return accepted outside your statutory rights is discretionary, and reasonable administration or card-processing costs may be deducted where legally permitted.

17. Photography & Social Media

From time to time, we may take photographs or videos within the spa for marketing purposes. No client will be identifiable without their permission. Clients are welcome to take photographs for personal use whilst respecting the privacy of others.

18. Privacy

Client information is held securely in accordance with UK GDPR and Data Protection legislation. We never sell client data.

Personal information is used in accordance with our Privacy Policy, including to provide suitable treatments, manage bookings, process payments, administer memberships, communicate with clients, improve our services and comply with legal obligations.

19. Liability

Clients must provide complete and accurate health and medical information and follow all aftercare advice. The Granite Spa will provide treatments with reasonable care and skill but cannot accept responsibility for an adverse outcome caused by information being withheld, inaccurate information being provided, or aftercare advice not being followed.

The Granite Spa shall not be liable for indirect, consequential or unforeseen losses except where required by law.

20. Events Beyond Our Control

We will not be responsible for delay or failure caused by events beyond our reasonable control, including severe weather, utility failure, government restrictions, transport disruption, staff emergencies or similar unavoidable events. We will contact affected clients as soon as reasonably possible. If we cannot provide the booked service, the client may transfer all amounts paid to a replacement appointment or receive a full refund of the amount paid for that service.

21. Complaints

If you are dissatisfied with a product, treatment or service, please contact us within 48 hours using the details at the end of these Terms. We will normally acknowledge a formal complaint within five working days, investigate it fairly and provide a full response as soon as reasonably possible. If more time is needed, we will keep you informed.

22. Governing Law

These Terms & Conditions are governed by the laws of Scotland.

Any disputes shall be subject to the exclusive jurisdiction of the Scottish Courts.

23. Contact Us

The Granite Spa, Unit 3 Crombie House, Grandholm Crescent, Bridge of Don, Aberdeen, AB22 8BD Telephone: 01224 506446 Email: contact@thegranitespa.com

Part B — Privacy Policy

1. Who We Are

At The Granite Spa, we are committed to protecting your privacy and handling your personal information responsibly. This Privacy Policy explains how we collect, use, store and protect your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

This Privacy Policy is provided for transparency and does not ask you to consent to every use of your information. Where consent is required, we will request it separately and you may withdraw it as explained below. MAM Solutions Ltd (company number SC872828), trading as The Granite Spa, is the data controller responsible for your personal information. The Granite Spa Registered office and business address: Unit 3 Crombie House, Grandholm Crescent, Bridge of Don, Aberdeen, AB22 8BD Telephone: 01224 506446, Email: contact@thegranitespa.com, Data Protection Contact: Christine Graham

2. Information We Collect

We may collect and process the following information:

Personal Information

Full name; address; email address; telephone number; date of birth; emergency contact details.

Appointment Information

Treatment history; consultation records; preferences; patch-test records; before-and-after photographs.

Health Information

Some treatments require us to collect health-related information, including (but not limited to):

Medical history; allergies; pregnancy or breastfeeding status; medications; skin conditions; contraindications.

We collect health information only where necessary to assess treatment suitability, provide treatments safely, meet applicable health and safety or insurance requirements, maintain appropriate consultation and treatment records, and establish, exercise or defend legal claims where necessary.

We will use health information only for the purposes described in this Privacy Policy and the applicable consultation form. Health information will not be used for marketing, and access will be restricted to members of our team and trusted service providers who need it for the purposes described.

Payment Information

Payments are processed securely through our payment providers. We do not store your full debit or credit card details in written format.

Website Information

When you visit our website, we may automatically collect your IP address, browser type, device information, pages visited, cookie information and website usage statistics.

3. Information Received from Other People

We may receive limited information about you from a person arranging a group booking, someone purchasing a treatment, package or gift for you, or an approved referral partner. This may include your name, contact details and information needed to arrange or administer the booking. Health and medical information must be provided through the client's own consultation form before treatment, or by the parent or legal guardian where the client is under 16. We will provide this Privacy Policy when we first contact you or as otherwise required by law.

4. How We Use Your Information

We use your information to:

Manage appointments; provide treatments safely; process payments; contact you regarding bookings; send appointment confirmations and reminders; respond to enquiries; manage memberships; provide customer support; improve our services; comply with legal obligations.

5. Lawful Basis for Processing

We process your information under one or more of the following lawful bases: performance of a contract, compliance with legal obligations, legitimate interests and consent.

Where health information is necessary to assess treatment suitability and provide a requested treatment safely, we rely on performance of a contract as our lawful basis under Article 6 of the UK GDPR and the client's explicit consent as our condition for processing special-category data under Article 9. Explicit consent is recorded through the client's signed consultation form and may be withdrawn at any time. If consent is not provided or is withdrawn, we may be unable to provide treatments that require health information.

6. Marketing Communications

You will only receive marketing communications where:

You have actively opted in; or
You are an existing client and we are legally permitted to contact you about our own similar services. In those circumstances, you will have been offered an opportunity to opt out when your details were collected and in every marketing message.

You may withdraw your consent at any time by:

Clicking "Unsubscribe" in any email, contacting us directly or updating your communication preferences.

7. Sharing Your Information

We never sell your personal data.

Your information may be shared only where necessary with trusted providers including:

Phorest, which processes information on our behalf for appointment scheduling, client records, consultation forms, payments, communications and marketing
Payment processors
Email and SMS communication providers used to send booking messages and, where permitted, marketing communications
Wix, which hosts our website and may process technical, usage and cookie information on our behalf
Google Analytics, which helps us understand website use where the visitor has accepted analytics cookies
Meta/Facebook Pixel, which helps us measure and improve advertising where the visitor has accepted marketing cookies
Professional advisers
Regulatory authorities where legally required
All third-party providers are required to process your data securely and in accordance with UK GDPR.

8. International Transfers

Some service providers may process personal data outside the UK. Where a restricted international transfer occurs, we require an approved legal transfer mechanism and appropriate safeguards, such as UK adequacy regulations or the UK International Data Transfer Agreement or Addendum.

9. Data Security

We take appropriate technical and organisational measures to protect your personal information, including:

Secure booking systems; password-protected software; encrypted payment processing; restricted staff access; secure cloud storage; staff confidentiality procedures.

10. Data Retention

We retain personal information only for as long as necessary.

Typical retention periods include:

Consultation and treatment records – normally seven years from the client's last treatment or appointment
Financial records – six years, or longer where required by law.
Marketing preferences – until withdrawn
Website analytics – in accordance with cookie settings

Where information is no longer required, it will be securely deleted or anonymised.

11. Your Rights

Under UK GDPR you have the right to:

Access your personal data
Request correction of inaccurate information
Request deletion of your data (where legally applicable)
Restrict processing
Object to processing
Request data portability
Withdraw consent at any time
Lodge a complaint with the Information Commissioner's Office (ICO)

We will normally respond to a valid data-protection request within one month. Where a request is complex or numerous, the law may allow us to extend this period by up to two further months; if so, we will explain the reason and notify you within the first month. We may ask for information needed to verify your identity.

12. Before & After Photography

Some treatments may require photographs to:

Monitor treatment progress; support treatment planning; maintain accurate client records.

Photographs kept as part of a consultation or treatment record are normally retained for seven years from the client's last treatment or appointment.

Photographs used for marketing purposes will only be published with your explicit written consent.

You may withdraw this consent at any time. Withdrawal will prevent future use. We will also remove the photograph from websites and social-media accounts under our control where reasonably possible. We may be unable to recall printed materials already distributed or copies independently shared by third parties.

13. CCTV

The Granite Spa operates CCTV systems for:

Crime prevention; staff and client safety; security of our premises.

CCTV footage is normally retained for 30 days and then overwritten or securely deleted. Relevant footage may be kept for longer where necessary to investigate an incident, respond to an insurance matter, establish or defend legal claims, or comply with a legal requirement.

14. Cookies

Our website uses essential cookies needed for the website to function. With your consent, we also use analytics and marketing cookies, including Google Analytics and Meta/Facebook Pixel.

Cookies help us to analyse website traffic, improve website performance, remember user preferences and enhance security.

When you first visit our website, the Wix cookie banner allows you to accept or reject non-essential cookies and manage your preferences. You can also change your browser settings, although blocking essential cookies may affect website functionality.

15. Third-Party Links

Our website may contain links to third-party websites.

We are not responsible for the privacy practices or content of those external websites.

Please review their privacy policies before providing personal information.

16. Children's Privacy

Our website is not intended for children under the age of 16.

Where treatments are provided to minors, consent from a parent or legal guardian will be required.

17. Automated Decision-Making

We do not use solely automated decision-making or profiling that produces legal or similarly significant effects for clients.

18. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in legislation or our business practices.

The latest version will always be available on our website.

19. Contact Us

If you have any questions regarding this Privacy Policy or how we process your personal data, please contact us:

The Granite Spa, Unit 3 Crombie House, Grandholm Crescent, Bridge of Don, Aberdeen, AB22 8BD Telephone: 01224 506446, Email: contact@thegranitespa.com

, Data Protection Contact: Christine Graham

20. Information Commissioner's Office (ICO)

If you are unhappy with how we have handled your personal information, you have the right to complain to the Information Commissioner's Office (ICO).

Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF Website: ICO website; Telephone: 0303 123 1113

We encourage you to contact us first so that we can try to resolve your concerns promptly and fairly.

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