Customer Satisfaction
Multitrax Group is dedicated to providing the highest quality customer service and superior
products to our valued customers. Recognising that our customers are the key to our success,
strategies are in place to ensure that we are meeting the high standards that we have set for
ourselves.
Our staff are expected to be dedicated to our policies and to provide a professional, courteous and
efficient service. Regular training is undertaken by staff and our policies reviewed periodically to
ensure that we not only maintain our high standards but improve upon them where possible.
We aim to respond to enquiries received by telephone or email within 48 hours. Enquiries that
require further consideration or necesitate gathering more specialised information are settled within
28 days. Should you not be satisfied with any element of our service and wish to make this known to
us, written correspondence should be sent to our head office address.
All complaints to Multitrax Group are taken very seriously and will be assigned to a member of
staff to resolve. Complaints and correspondence are logged and regularly monitored by a senior member
of the team. Should you not be satisfied with the outcome, the complaint will then be referred to a
line manager for their consideration and comment.
If you have any questions about O SPA London stores, please contact a member of the
Spa Concierge Team or complete the
Contact form
Data Protection
Data Collection and Storage - we may collect and use non-personally identifiable information that you
provide for statistical and marketing purposes. Personal information collected by us may be stored and processed in the UK, US,
European Union or any other country in which Multitrax Group or its subsidiaries provides its service or products.
Except as otherwise disclosed in this Privacy Policy, we will only use the personal information you provide through this
website for the purposes of processing your order and responding to any comments or questions you may have.
Data Usage and Accuracy
Multitrax Group may occasionally contact you by email or post about forthcoming events and to tell you about our products
and promotions. This may include looking at your order history to inform you about new product launches and events that may be
of particular interest to you.
Multitrax Group will endeavour to ensure that reasonable steps are taken to create accurate records of any personal
information you have submitted through the website. However, we do not assume responsibility for confirming the ongoing
accuracy of your personal information.
Should any of your personal details change, or should you no longer wish to receive communications from us, you may update your
details or chose to opt-out of receiving newsletters at any time by visiting the "My Account" page on our website. Alternatively,
please contact us or email us at customer.service@multitraxgroup.com stating your name,
email address and postal address..
If you advise us that your personal information is no longer accurate we will make corrections so far as is practicable.
Please update your records if any of the information that you provide during registration change.
Privacy Policy
We respect your privacy and are committed to maintaining it. Your visit to this website and the sale of our goods to you
using this website are subject to this Privacy Policy and our various Terms and Conditions.
Multitrax Group and its subsidiaries reserves the right to change the terms of this and any other policies and revised terms
will be updated on our website. This Privacy Policy shall be interpreted in all respects in accordance with the laws of
England and Wales.
Data Collection and Storage - we may collect and use non-personally identifiable information that you
provide for statistical and marketing purposes. Personal information collected by us may be stored and processed in the UK, US,
European Union or any other country in which Multitrax Group or its subsidiaries provides its service or products.
Except as otherwise disclosed in this Privacy Policy, we will only use the personal information you provide through this
website for the purposes of processing your order and responding to any comments or questions you may have.
Data Usage and Accuracy
Multitrax Group may occasionally contact you by email or post about forthcoming events and to tell you about our products
and promotions. This may include looking at your order history to inform you about new product launches and events that may be
of particular interest to you.
Multitrax Group will endeavour to ensure that reasonable steps are taken to create accurate records of any personal
information you have submitted through the website. However, we do not assume responsibility for confirming the ongoing
accuracy of your personal information.
Should any of your personal details change, or should you no longer wish to receive communications from us, you may update
your details or choose to opt-out at any time by visiting the "My Account" page on any website or can unsubscribe from any
newsletter.Alternatively, email us at
customer.service@multitraxgroup.com stating your exact name, email address and postal address.
If you advise us that your personal information is no longer accurate we will make corrections so far as is practicable.
Please update your records if any of the information that you provide during registration change.
Disclosing Information to Third Parties
Multitrax Group uses other companies to perform functions on our behalf in relation to the purposes included in this Privacy
Policy. Such functions include credit/debit card validation and authorisation, webhosting, data analysis, order fulfilment and
mailings.
Any third party used by Multitrax group or its subsidiary companies may be provided with access to your personal
information, but only where this information is relevant for them to perform their functions. This information will not be used
for any other purpose.
Some of these companies are located outside the European Economic Area ("EEA"), including the US, where the same levels of
protection are not required. We always stipulate that third parties adhere to the same procedures that we follow with respect
to your personal information.
Cookies
Cookies are small pieces of information that are stored by your internet browser on your computer’s hard drive. We uses
cookies to:
- Place items in your shopping basket.
- Keep track of your current order; should you wish to complete your order at another time.
- Help identify you as you move around our website.
- Provide site usage; information which together with purchase information, will help us improve and develop the products
and services we offer.
These cookies do not store any personal information. You will need to ensure your cookies are enabled in order to use our
website; this will allow you to register your details and to make purchases.
Security
Multitrax Group and its subsidiaries takes the privacy of our customers very seriously and we are committed to protecting
the security of your data, both on and off line.
For security reasons, we strongly recommend that you do not send credit card numbers by standard email and only use the
secure facility provided on our website.
Consent
When you shop on our website, we will ask you to input personal information such as your name, e-mail address, billing
address, delivery address, telephone number, product selections and credit/ debit card information.
When you submit your personal information on this website, you will be asked to consent to the processing and transfer of
your personal information at the checkout stage, as set forth in this Privacy Policy.
Terms and Conditions
General
O SPA London is designed with everything you need to help you unwind and relax, including treatment
rooms, beauty studio and hair salon.
O SPA London is a non-smoking area for the comfort of all and for safety reasons. Not all treatments
and services are available in all locations. Please contact your O SPA London concierge for further
details.
Treatments
Briefs should be worn for your treatment, or we will be pleased to provide disposable underwear if
preferred.
Kindly inform our therapists of any pre-existing medical condition prior to booking your spa
treatments. Please note all massage treatments include a personalised consultation.
Reservations
In view of the popularity of O SPA London, please be sure to book your treatments as early as possible
in order to avoid any disappointment. We suggest that you arrive 15 minutes prior to your scheduled
treatment reservation to allow time to prepare and relax, unwind and enjoy the tranquillity and serene
surroundings of our spa.
Cancellations
In the event that you wish to cancel or change your reservation, kindly allow 24 hours notice prior to
your scheduled appointment time so that we may arrange the rescheduling of your treatment. 50% of the
treatment costs will be charged to your account should you cancel less than 24 hours prior to your
scheduled time or not arrive for the treatment. If a voucher is used to confirm a treatment, 24 hours
notice of cancellation is required or this voucher shall automatically be redeemed in full with no
service provided. Pre-booked reservations will be released to other guests
15 minutes after the scheduled reservation time should you be late. Late arrivals will unfortunately not
be guaranteed a full treatment time, as this would disturb the following guest’s treatment.
Please read these conditions carefully before using the website. By using the website, you signify your
agreement to be bound by these conditions.
1. Your Account
If you use the website, you are responsible for maintaining the confidentiality of your account and
password and for restricting access to your computer to prevent unauthorised access to your account. You
agree to accept responsibility for all activities that occur under your account or password. You should
take all necessary steps to ensure that the password is kept confidential and secure and should inform us
immediately if you have any reason to believe that your password has become known to anyone else, or if
the password is being, or is likely to be, used in an unauthorised manner.
Please ensure that the details you provide us with are correct and complete and inform us immediately
of any changes to the information that you provided when registering.
O Spa London reserves the right to refuse access to the website, terminate accounts, remove or edit
content, or cancel orders at our discretion. If we cancel an order, it will be without charge to you.
2. Privacy
Please review our Privacy Notice which also governs your visit to O Spa London, to understand our
practices.
3. Access to our Website
We will do our utmost to ensure that availability of the website will be uninterrupted and that
transmissions will be error-free. However, due to the nature of the Internet, this cannot be guaranteed.
Also, your access to the website may be occasionally suspended or restricted to allow for repairs,
maintenance, or the introduction of new facilities or services. We will attempt to limit the frequency and
duration of any such suspension or restriction.
4. Licence for website access
O Spa London grants you a limited licence to access and make personal use of this website, but not to
download (other than page caching) or modify it, or any portion of it, except with express written consent
of O Spa London ltd. This licence does not include any resale or commercial use of this website or its
contents; any collection and use of any product listings, descriptions, or prices; any derivative use of
this website or its contents; any downloading or copying of account information for the benefit of another
merchant; or any use of data mining, robots, or similar data gathering and extraction tools. This website
or any portion of this website may not be reproduced, duplicated, copied, sold, resold, visited, or
otherwise exploited for any commercial purpose without our express written consent.
You may not frame or use framing techniques to enclose any trademark, logo, or other proprietary
information (including images, text, page layout, or form) of O Spa London and its affiliates without
express written consent. You may not use any meta tags or any other 'hidden text' utilising O Spa London's
or its affiliates' names or trademarks without express written consent. Any unauthorised use terminates
the permission or license granted by O Spa London.
You are granted a limited, revocable, and non-exclusive right to create a hyperlink to the home page of
O Spa London as long as the link does not portray the company, its affiliates, or their products or
services in a false, misleading, derogatory, or otherwise offensive matter. You may not use any of our
logos or other proprietary graphic or trademark as part of the link without our express written
consent.
5. Your conduct
You must not use the website in any way that causes, or is likely to cause, the website or access to it to
be interrupted, damaged or impaired in any way.
You must not use the website for any of the following:
- For fraudulent purposes, or in connection with a criminal offence or other unlawful activity
- To send, use or reuse any material that is illegal, offensive, abusive, indecent, defamatory, obscene
or menacing; or in breach of copyright, trademark, confidence, privacy or any other right; or is otherwise
injurious to third parties; or objectionable; or which consists of, or contains, software viruses,
political campaigning, commercial solicitation, chain letters, mass mailings or any 'spam'
- To cause annoyance, inconvenience or needless anxiety
6. Copyright and database rights
All content included on the website, such as text, graphics, logos, button icons, images and software, is
the property of O Spa London Limited or its subsidiaries, its affiliates or its content suppliers and is
protected by United Kingdom and international copyright and database right laws. The compilation of all
content on this website is the exclusive property of O Spa London and its affiliates and is protected by
United Kingdom and international copyright and database right laws. All software used on this website is
the property of the company, our affiliates or our software suppliers and is protected by United Kingdom
and international copyright laws.
7. Trademarks
O Spa London and other marks indicated on our website are trademarks or registered trademarks of Multitrax
U.K Limited or its subsidiaries in the European Union, the United States and/or other jurisdictions. Our
graphics, logos, page headers, button icons, scripts and service names are the trademarks or trade dress
of O Spa London. Our trademarks and trade dress may not be used in connection with any product or service
that is not O Spa London’s, in any manner that is likely to cause confusion among customers, or in any
manner that disparages or discredits the company. All other trademarks not owned by us and that appear on
this website are the property of their respective owners, who may or may not be affiliated with, connected
to, or sponsored by O Spa London.
8. Our contract
When you place an order to purchase a product from our website, we will send you an email confirming
receipt of your order and containing the details of your order. Your order represents an offer to us to
purchase a product which is accepted by us when we dispatch that product to you and is confirmed by an
email we send to you confirming that we have dispatched (the 'Dispatch Confirmation E-mail'). That
acceptance will be complete at the time we send the Dispatch Confirmation Email to you. Any products on
the same order which we have not confirmed in a Dispatch Confirmation Email to have been dispatched do not
form part of that contract, you are seeking to enter into a contract with O Spa London Limited when you
place an order.
9. Returns
Please review our Returns Policy which applies to products purchased from us. In addition to your returns
guarantee, customers in the European Union are entitled to a statutory cooling-off period of seven
business days. Details of this statutory right and an explanation of how to exercise it are provided in
Returns Policy.
10. Pricing and availability
We list availability information for products sold by us on the website, including on each product
information page. Beyond what we say on that page or otherwise on the website, we cannot be more specific
about availability. Please note that dispatch estimates are just that. They are not guaranteed dispatch
times and should not be relied upon as such. As we process your order, we will inform you by email if any
products you order turn out to be unavailable.
Despite our best efforts, a small number of the hundreds of products in our catalogue may be
mis-priced. If a product's correct price is lower than our stated price, we charge the lower amount and
send you the product. If a product's correct price is higher than our stated price, we will, at our
discretion, either contact you for instructions before dispatch or cancel your order and notify you of
such cancellation.
11. Customs
When ordering goods from O Spa London for delivery outside the European Union the recipient may be subject
to import duties and taxes. Any charges for duty, taxes and customs clearance must be borne by the
recipient. We have no control over these charges and cannot predict what they may be. Customs policies
vary widely from country to country, so you should contact the local customs office for further
information. Additionally, please note that when ordering from O Spa London, the recipient is considered
the importer of record and must comply with all laws and regulations of the country in which the goods are
received.
Your privacy is important to us and we know that you care about how information about your order is
used and shared. Please be aware that cross-border deliveries are subject to opening and inspection by
customs authorities.
12. Children
O Spa London does not sell products for purchase by children. If you are under 18, you may use the website
only with the involvement of a parent or guardian.
13. Electronic communications
When you visit the website or send emails to us, you are communicating with us electronically. We
communicate with you by email or by posting notices on the website. For contractual purposes, you consent
to receive communications from us electronically and you agree that all agreements, notices, disclosures
and other communications that we provide to you electronically satisfy any legal requirement that such
communications be in writing. This condition does not affect your statutory rights.
14. Alteration of Service or Amendments to the Conditions
We reserve the right to make changes to our website, policies, and these Conditions of Use & Sale at any
time. You will be subject to the policies and Conditions of Use & Sale in force at the time that you use
the website or that you order goods from us, unless any change to those policies or these conditions is
required to be made by law or government authority (in which case it will apply to orders previously
placed by you). If any of these conditions is deemed invalid, void, or for any reason unenforceable, that
condition will be deemed severable and will not affect the validity and enforceability of any remaining
condition.
Spa Treatment Vouchers
If you are purchasing a spa treatment voucher, vouchers will be emailed to you within 48 hours of the offer closing date in PDF format.
All on-line treatment offers are only available to book on-line. This provides you with the opportunity to manage your own booking(s). Please note that changes to bookings cannot be made less than 48 hours before the scheduled treatment time.
When booking multiple vouchers, we cannot guarantee that all voucher clients will be treated at exactly the same time. Likewise, we cannot guarantee your preferred time or day of the week is immediately available. We recommend that larger group bookings plan well in advance.
Please remember that each treatment voucher has an expiry date and may not be refunded for cash or exchanged for any other treatment or product after the expiration date.
Please note that we require 48 hours notice to change your appointment. Should this not be done and there is a 'no show' for your appointment, your voucher will be considered redeemed. Thus making it ineligible for refund, transfer or another appointment date or time.
From time to time, we may not be able to offer the exact appointment purchased due to unforeseen circumstances on the day. We reserve the right to offer you a treatment of similar or greater value on the same day. Likewise, we reserve the right to cancel your appointment and reschedule it for another day at the same or different O SPA London location.
We cannot guarantee the preference of a male or female therapist choice when booking your treatment or on the day of your treatment.
To ensure the maximum benefit of your treatment(s) please arrive 15 minutes early to check in and complete the mandatory consultation form. Should you not arrive early, we cannot guarantee the full length of your treatment(s).
Please note all advertised treatment times include a recap of the consultation form, the treatment and time to change after the treatment has been completed.
15. Events beyond our reasonable control
We will not be held responsible for any delay or failure to comply with our obligations under these
conditions if the delay or failure arises from any cause which is beyond our reasonable control. This
condition does not affect your statutory rights.
16. Waiver
If you breach these conditions and we take no action, we will still be entitled to use our rights and
remedies in any other situation where you breach these conditions.
17. Governing law and jurisdiction
These conditions are governed by and construed in accordance with the laws of England and Wales. You
agree, as we do, to submit to the non-exclusive jurisdiction of the English courts.
Your statutory rights are not affected by these terms and conditions
18. Prize Draw Terms & Conditions
Upon completing the seasonal record cards in stores, you will be entered into a prize draw for a chance to
win prizes. The prize draw is applicable to UK & IE customers and the prizes will be delivered to UK & IE
addresses only. The prize is non transferable, non refundable and non negotiable and there is no cash
alternative. Employees and their immediate families are restricted from entering. Only one entry is
permitted per customer for the prize draw, bulk entries will be destroyed. The winner will be notified by
email/telephone within 1 week of the prize draw taking place. Winner's details will be made available for
four weeks after the draw by sending an SAE to O Spa London at our Contact Us address. By entering the
prize draw you agree that your details may be used to keep you informed about our promotions, products
and news. We comply with the standard procedures laid down in the UK Data Protection Act to ensure that
the personal information you give us is kept secure and processed fairly and lawfully. We will not share
your information with third parties for marketing purposes.
Delivery
You will only be charged once per order for delivery and gift wrapping (if applicable). For example, if we
are unable to deliver all the products within your order at the same time, you will only be charged once
for delivery.
Delivery charges:
UK Express Delivery: £4.95 (via courier - a signature is required to receive the order).
All orders to UK addresses placed before 12pm Monday - Thursday will be dispatched by courier on the
same day and delivered on the next working day. Orders placed on Friday before 12pm will be dispatched the
same day but delivered the following Monday*. Please note, we do not dispatch or deliver at weekends.
All orders to UK addresses with a product value of £50.00 or more will receive complimentary delivery.
To track the progress of your parcel, please contact customer service by email or by phone.
*Subject to card authorisation, stock availability and delivery address - deliveries to some
destinations may take a little longer.
Delivery within Europe (via couriers where a signature is required)
- Under 1 kilo: £12 per order
- Over 1 kilo: £12 per kilo. (i.e. 1 kilo = £12; 1.5 kilo = £18; 2 kilo = £24, etc).
Delivery 5-7 working days from dispatch
Due to the current political climate, additional security checks are taking place in many countries.
This may result in a small delay to the delivery of orders to certain countries.
Delivery outside UK and Europe (via UPS couriers where a signature is required)
- Under 1 kilo: £20
- Over 1 kilo: £20 per kilo (1 kilo = £20; 1.5 kilo = £30; 2 kilo = £40, etc).
Delivery 5-7 working days from dispatch
Due to the current political climate, additional security checks are taking place in many countries.
This may result in a small delay to the delivery of orders to certain countries.
International orders may be subject to Customs inspections and/or fees based on each country's specific
regulations. O Spa London is not responsible for these actions or any reimbursement of customs fees or
taxes. Should the recipient refuse to pay these charges, the purchaser will be liable to pay the returns
costs. If the returns cost exceeds the products value and the option of abandoning/destroying the goods is
chosen, no refund will be given for the order.
Please note that we are currently not able to deliver to P.O. Boxes or military bases.
Cancellations and Returns
We hope that you will be pleased with your order. If you have any problems with your order, please notify
us in writing, by fax or by email, within ten days of receipt of your order.
For reasons of hygiene, we are unable to offer exchanges or refunds on any opened product.
If you need to return your order, it should be wrapped securely in the same packaging in which you
received it, and should be sent by Mail to our head office address on the Contact Us page. Giftcards and
online gift vouchers are non-returnable and cannot be exchanged for cash.
Distance Selling Regulations
Items returned within the seven-day cooling off period Under the European Union's Distance Selling
Regulations, customers located in the European Union have the right to cancel the contract for the
purchase at any point from the time of ordering until seven working days after delivery.
We will refund the cost of the item(s) ordered.
Plus the cost of sending the item to you as follows:
- Where you are returning an item that was part of a larger order, we'll refund the per-item charge
for delivery that you incurred.
- Where you are returning an entire order, we'll refund the entire standard delivery charge.
- We will refund only standard (Airmail) postage charges for items delivered outside the UK.
- Where we collect an item from you, we reserve the right to recover the costs of collection from
you.
- Please include a certificate of posting for Royal Mail returns
Next Day Delivery
Orders must be placed by 12 noon GMT Monday to Thursday for delivery to the UK only.
Delivery to these UK destinations may take a day longer:
- Inverness
- Isle of Arran
- Isle of Canna
- Isle of Coll
- Isle of Colonsay
- Isle of Cumbrae
- Isle of Eigg
- Isle of Jura
- Isle of Rhum
- Isle of Skye
- Northern Ireland
- Orkney
- Paisley
- Perth
- Shetland Isles
- Wick & Thurso
- Western Isles