Spa & Gift Card Policies

Cancellations

We operate a 24-hour cancellation policy. If you cancel less than 24 hours before your appointment, or do not arrive, we charge 50% of the treatment price to the card held against the booking.

Cancellations are taken by telephone only, on 020 3441 1813 — email is not monitored daily, so a cancellation sent by email may not reach us in time. If you cannot get through, please leave a voicemail with your name and appointment time; the time of that message is the time we will use.

If you booked online and do not cancel at least 24 hours before your appointment, the booking fee is not refunded.

If you are late we will do everything we can to accommodate you, but we may not be able to extend your appointment time, and the full price of the booked treatment is still charged.

We always aim to provide the best quality of products and service. If anything is not to your satisfaction please do not hesitate to communicate this to your therapist at the time of the treatment.

If you booked through a third-party site, please amend or cancel your booking there. Bookings made with us direct — online or by telephone — are cancelled by telephoning the desk on 020 3441 1813.

Arrivals

Upon booking, a client consultation form will be sent to you — please complete it before your appointment. It tells us about any medical issues before you arrive, so we can tell you if there is anything we are not able to carry out. Please note the information is held securely and confidentially.

Please arrive 5 minutes early for your first appointment — it gives you time to unwind, fill in your personal and medical details, and have a glass of water before you start.

House rules

Please only book when you are absolutely sure you are able to make your appointment.

Treatment must be booked under the same name as the customer who will be receiving treatment.

No mobile phones to be used in the spa.

No food or drink allowed inside the practice, only water.

Any form of abuse will not be tolerated and will be reported to the police.

Gift cards

All gift cards are valid for 6 months from the date of purchase and cannot be extended. Gift cards are not exchangeable or transferable, and are non-refundable once bought. None of this affects your legal rights. By buying a gift card you agree to these terms and to our spa and gift card policies.

Buy a gift card

Reviews

Every quote on this site is from a real Google or Treatwell review.

We choose which reviews to show. We leave out reviews about pain or a health condition, good or bad.

We may shorten a review. We never change its words or what it means.

The ratings and counts cover every Google and Treatwell review, on the date shown.

We do not write, buy or reward reviews.

To tell us about a problem with a review, email Kalma.Spa@outlook.com.

Spa Policy

To secure an appointment we take your card details. Nothing is charged at the time of booking; the card is only charged if you cancel late or do not arrive, under the cancellation policy below.

Courses of treatments are not transferable or refundable. Courses of 6 treatments must be completed within 6 months, and courses of 12 treatments within 12 months. This does not affect your legal rights.

Please look after your valuables, we cannot be held liable for their loss.

We ask that all mobile phones are switched to silent or turned off.

To get the maximum from your treatment, please communicate your comfort levels and concerns to the therapist.

If your health or medication changes between visits it is essential that you inform the therapist.

Please tell us before you book if you are pregnant or breastfeeding, or have any medical condition, allergy, injury, skin complaint or infection. Some of these mean a treatment is not one we can carry out at all; for others we will ask you to speak to your doctor before booking, and depending on what they advise we may not be able to treat you. We are not medically qualified and we cannot advise you on a medical condition.

We reserve the right to decline treatments where certain medical conditions exist.

The therapist reserves the right to stop the service if the client’s behaviour is inappropriate.

We reserve the right to decline a client that we feel unfit for a treatment.

We treat clients aged 16 and 17 only with a parent or guardian present in the room, and only for the treatments our insurer permits. We do not treat under-16s.

Treatment prices are subject to change without notice.

The general data protection regulations (GDPR)

Terms and conditions

We want you to know exactly how our services work and why we need your details and your medical history. Booking with us means accepting our terms and conditions. Your health information is handled separately: we ask for it because we need it to carry out the treatment safely, we ask for your explicit consent to hold it, and you can withdraw that consent at any time — by email, by telephone or in person — without it affecting anything else.

Why we need to know your personal data

We ask for your details so we know what you have told us before we start: anything you have flagged, anything you would rather we avoided, and how to reach you if we need to change the appointment. We are not medically qualified and we do not diagnose or assess medical conditions — if something you tell us means a treatment is not one we can carry out, we will say so and change or cancel the booking.

What we do with it

Your personal data is processed by our staff, and by the suppliers who run the systems we use — our booking and payment provider, our website host and our email provider. They act on our instructions and may not use your data for their own purposes. We do not sell your data or share it for anyone else's marketing. We take all reasonable steps to ensure your personal data is processed securely.

If you accept optional cookies, Google and Microsoft also receive information about your visit to this website. See Cookies, below.

How long we keep it

We keep your consultation and treatment records for 7 years after your last appointment, because our insurer requires it in case of a later claim. Where the client was under 18 we keep the record until their 25th birthday. After that it is deleted.

Your rights

You can ask to see the personal data we hold about you. You can also ask us to correct it, delete it, limit how we use it, or send it to you or to another company, and you can object to how we use it. Where we rely on your consent, you can withdraw it at any time. To do any of this, email Kalma.Spa@outlook.com.

If you are unhappy with how we handle your data, you can complain to the Information Commissioner's Office (ICO), the UK data protection regulator. Make a complaint to the ICO

Cookies

With your permission, this website uses Google Analytics and Microsoft Clarity to see how visitors use it: which pages are visited, what is clicked, and what kind of device is used. Clarity also records clicks, scrolling and mouse movement on our pages, with anything typed into a box hidden. We use this to improve the website. With the same permission, Google also measures whether our Google adverts lead to bookings, by counting clicks on our Book links from visitors who came from an advert. We do not use your consent for personalised advertising or remarketing.

Neither service loads until you choose Accept, and we rely on that consent. If you choose Reject, we keep only that choice, on your device, and ask again after 12 months. You can change your choice at any time using Cookie settings at the foot of every page.

Google Analytics sets two cookies, _ga and _ga_ followed by a code, which last up to 2 years. For advertising measurement, Google may also set cookies whose names begin _gcl_, which last up to 90 days. Microsoft Clarity sets _clck and _clsk on this website. Microsoft may also set its own cookies (MUID, CLID, ANONCHK, MR and SM), which it can use for its own purposes, including advertising.

Google keeps this visit data for 14 months. Microsoft keeps Clarity recordings for 30 days, and other Clarity visit data, and any recordings we save, for up to 9 months. Both companies may process the data outside the UK, including in the United States, under the UK-US data bridge.

Microsoft also collects this data to provide Microsoft Advertising. How each company uses it: How Google uses information from sites that use its services · Microsoft Privacy Statement