Cancellation and Refund Policy

The following sections are taken from the spa regulations; the full Hebrew wording is in the spa rules (Hebrew).

Cancellation by the spa due to illness or force majeure

Cancellation or postponement of a treatment by the spa
In the event of sudden illness, a medical condition that does not allow treatment, or any unforeseen event (“force majeure”), we may have to postpone or cancel a pre-booked treatment, even at short notice.
The spa operates as a private family business, and treatments are given personally by the therapists only. In rare cases where one or both of us cannot give treatment for health reasons, we will update customers as soon as possible.

The spa’s commitment:

• We will offer the customer an alternative date as close as possible.
• If the customer paid in advance, the payment will be kept for the next appointment or refunded in full, at the customer’s choice.
• No further compensation will be given beyond this, and the customer waives in advance any claim and/or demand and/or lawsuit in connection with a cancellation resulting from a medical condition or force majeure.

Legal clarification:
The customer confirms that they are aware that the spa is run by a small family team, and agrees that in medical emergencies in which the treatment cannot take place, the spa is not liable for compensation of any kind beyond offering an alternative date or a full refund in the case of advance payment.

Cancellation / rescheduling / booking deposit policy

General (regular bookings and appointments):
Kessem Bamaga is a private spa. Every time slot is reserved for you personally.
Last-minute cancellation or changes prevent the time from being reserved for other customers, so cancellation / booking fees will be charged.

• 48 hours or more before the appointment: cancellation / change free of charge, subject to availability.
• Less than 48 hours and up to 24 hours before the appointment: a charge of 50% of the value of the booked treatment / booking.
• Less than 24 hours, on the day of treatment, no-show, or cancellation at the very last moment:
  a charge of 100% of the value of the treatment / booking + a booking deposit according to the spa’s policy.

Booking deposit (at the time of booking, by booking type):

• Single treatments and small packages: ₪200
• Large packages (single or couple): ₪400
  The deposit is credited towards the treatment; on cancellation it is calculated according to the schedule above.

Administrative handling fee:
In addition, a fixed handling fee of ₪30 applies per cancellation transaction / system update / document issue, as needed.

Notice of cancellation / change:
Is accepted only if it was actually received by phone or by the business’s WhatsApp.

Appointments booked with a gift voucher:
The rules in section 2.4 under “Gifts, vouchers and promotions” apply
(including: the voucher is not cancelled automatically on a no-show; a new date only after the cancellation / booking fee has been settled).

Fish spa:

• 24 hours or more before: no charge.
• Less than 24 hours: 100% charge.

Exceptional cases:
Hospitalisation, bereavement in the family, an accident or a security situation (with confirmation presented within 48 hours):
we will allow an alternative date or a credit at the spa’s discretion and according to the type of booking.
Except for bookings for which materials were specially prepared for the treatment and cannot be transferred to another person because of the freshness of the product.

Recommendation:
Cancel or change an appointment as early as possible, so we can keep the service fair for everyone.

2.4 Cancelling or changing an appointment (including redeeming a voucher)
Kessem Bamaga is a private spa. Every time slot is reserved for you personally.
Last-minute cancellation or changes prevent the time from being reserved for other customers, so cancellation / booking fees will be charged.

• 48 hours or more before the appointment: cancellation / change free of charge, subject to availability.
• Less than 48 hours and up to 24 hours before the appointment: a charge of 50% of the value of the booked treatment.
• Less than 24 hours, on the day of treatment, no-show, or cancellation at the very last moment: a charge of 100% of the value of the treatment + a booking deposit according to the spa’s policy.

When an appointment is booked with a gift voucher:

• Last-minute cancellation or no-show (less than 24 hours / at the very last moment / did not arrive):
  the customer will be charged a cancellation / booking fee according to the spa’s policy (up to 100% of the value of the booked treatment).
• The voucher itself is not cancelled automatically because of a no-show.
  However, a new date cannot be booked with the same voucher before the cancellation / booking fee is settled.
• If the cancellation fee is not settled within 14 days, or in the case of a repeated no-show:
  the spa may treat the voucher as redeemed for the cancelled booking, at its discretion and after informing the customer.

Notice of cancellation / change is accepted only if it was actually received by phone or by the business’s WhatsApp.
Cancelling an appointment ≠ cancelling a voucher.

4. Voucher cancellation and refund

4.1 Who may cancel
Cancellation / refund: for the original purchaser only (not the recipient), and only as long as the voucher has not been redeemed.

4.2 Cancellation / refund fees (unredeemed voucher)

• Up to 14 days from the date of purchase: refund minus ₪50.
• From day 15 onwards (as long as the voucher is valid and not redeemed): refund minus ₪150.
• After the validity period ends (including any extension): no monetary refund, except in exceptional cases at the spa’s discretion.

4.3 How the refund is made
The refund, if approved, is made to the purchaser only, by the same means of payment used for the purchase, or by another means the business allows.
Where a payment was made and the transaction was cancelled, no refund will be made until the payment has been received and secured in the business’s account.

4.4 Clarification
Cancelling an appointment ≠ cancelling a voucher.
Cancelling an appointment is subject to section 2.4.
Cancelling a voucher and monetary refunds are subject to section 4.