My Baby Spa
Terms & Conditions
My Baby Spa aims to implement fair terms and conditions for everyone
All bookings must be made via the ‘Book A Baby Spa’ page on our website. A booking is only confirmed once a confirmation email has been issued.
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We do not accept bookings via telephone, social media, or in person.
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By completing a booking, you confirm that:
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All information provided is accurate and complete
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You have read, understood, and agreed to our full Terms & Conditions
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You accept that all sessions are delivered on a baby-led basis
It is your responsibility to check all booking details, including the date, time, location and services selected. My Baby Spa accepts no responsibility for errors made during the booking process.
Once a booking has been confirmed:
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Appointments are fixed and subject to our cancellation and refund policy
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Any amendments may incur an administration fee
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We reserve the right to refuse or cancel a booking where necessary, including in cases of incorrect information, non-compliance with our policies or safety concerns
Full payment must be made at the time of booking.
Entry to the spa and participation in the session are conditional upon a valid, confirmed booking.
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Arrival and Late Attendance
Customers must arrive no earlier than five minutes before their scheduled appointment and no later than five minutes after the appointment start time. As our spa sessions operate back-to-back, appointment times cannot be moved forwards or backwards to accommodate early or late arrival.
Late arrival may result in entry being refused or part of the session being lost. Regardless of the customer’s arrival time, the appointment will finish at its original scheduled end time. Customers arriving more than five minutes after the scheduled start time may be refused entry and will not be entitled to a refund, credit, voucher or replacement booking.
The venue address, video directions, arrival instructions and details of what to bring are provided in the booking confirmation email and sent again approximately 24 hours before the appointment. Customers are responsible for checking these emails, including their junk or spam folder, planning their journey and allowing sufficient time to arrive within the permitted arrival window.
Failure to read the information provided, locate the venue, plan the journey or arrive on time will not entitle the customer to additional time, a rescheduled appointment, refund, voucher or credit.
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By attending your appointment, you reaffirm your acceptance of these Terms & Conditions.
All bookings at My Baby Spa are confirmed appointments reserved exclusively for you and are therefore strictly non-refundable and non-amendable. Once a session has been booked, the date, time, and location cannot be changed, cancelled, or refunded under any circumstances. This policy applies to all bookings, including those made using vouchers, gift certificates, or promotional offers. If you are unable to attend, your booking may be transferred to another suitable recipient, provided they meet the age and safety requirements of the experience. Failure to attend a scheduled appointment will result in the session being forfeited in full.
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In the unlikely event that My Baby Spa is required to cancel a session due to unforeseen circumstances beyond our control, we will offer either an alternative appointment date (subject to availability) or a voucher to the value paid, which will be valid for use within our standard voucher validity period. No monetary refunds will be issued in such circumstances.
All vouchers are sold as a final sale and are strictly non-refundable, non-cancellable, and non-exchangeable for cash or monetary refund. By purchasing or redeeming a voucher, the purchaser and recipient agree to these Terms & Conditions. Vouchers may be transferred to another recipient but may not be resold, and all obligations remain with the voucher holder.
Unless expressly stated otherwise, vouchers are issued as a monetary value and are not experience-specific; they may be redeemed against any available service, with the voucher value applied toward the total cost at the time of booking. Any price difference must be paid at the time of reservation, and any unused balance will be forfeited and cannot be refunded, credited, or carried forward. The sole exception is the Parent Package voucher, which is experience-specific and may only be redeemed against Parent & Me spa experiences; to receive the full package benefits, bookings must be made using the designated “Parent Package” option. Parent Package vouchers cannot be applied to alternative services, partially redeemed outside of the package structure, or converted into monetary credit.
Vouchers are not branch-specific and may be redeemed at any of our locations, subject to availability, which may vary by branch, service, and date; availability at a particular location or time is not guaranteed. All voucher bookings must be completed directly by the voucher holder through our online booking system; we are unable to process voucher bookings by telephone, email, social media, or in person. Guidance for redeeming vouchers is available at https://www.mybabyspa.co.uk/how-to-redeem-your-my-baby-spa-voucher.
Vouchers are valid for 12 months from the date of purchase. The voucher must be redeemed, and the booked session must take place, on or before the expiry date stated. A voucher cannot be used to book a session scheduled after its expiry date, even if the booking is made before the voucher expires. After the expiry date, the voucher will automatically become void and will not be extended, reactivated, replaced, refunded, or credited under any circumstances. Early booking is strongly advised, as availability is not guaranteed. The 12-month validity period provides ample opportunity to redeem, and early booking is strongly advised. Failure to book or attend within the validity period does not entitle the holder to a refund or chargeback.
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​Voucher numbers and codes are not retained in a separately searchable customer record due to the volume of vouchers issued. Voucher holders are responsible for keeping their voucher and code safe, as we may be unable to trace, retrieve, or replace lost or deleted voucher details. Vouchers are managed through an automated system, and expiry dates cannot be manually amended or extended. Please book early enough to ensure your session takes place on or before the stated expiry date, as availability is not guaranteed.
We reserve the right to refuse redemption where voucher terms have not been complied with or where fraudulent, abusive, or unauthorised activity is suspected. All services are subject to availability and to our general booking and cancellation policies.
My Baby Spa aims to process and dispatch all product orders promptly.
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Working Days & Order Cut-Off Times
Our working days are Monday to Friday, between 10:00am and 5:00pm (excluding weekends and public holidays).
Orders placed during working hours (10:00am – 5:00pm) will be processed and dispatched on the next working day. This applies to all delivery options, including next-day delivery services.
Orders placed after 5:00pm, or outside of working days, will be processed on the next working day and dispatched the following working day.
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Delivery timeframes begin from the date of dispatch, not the date the order is placed.
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Examples:
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An order placed at 4:30pm on Monday will be dispatched on Tuesday
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An order placed at 6:00pm on Monday will be processed on Tuesday and dispatched on Wednesday
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An order placed at 6:00pm on Friday will be processed on Monday and dispatched on Tuesday
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Processing Times
Orders are typically processed within 1–3 working days. During peak periods, processing times may be extended.
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Delivery Methods & Times
Delivery options and estimated delivery times will be displayed at checkout. These timeframes are estimates only and are not guaranteed.
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Delivery Charges
Delivery costs are calculated at checkout and will be clearly displayed before payment is completed.
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Delays
My Baby Spa is not responsible for delays caused by courier services, postal disruptions, or circumstances beyond our control.
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Incorrect Delivery Information
It is the customer’s responsibility to ensure that all delivery details are accurate at the time of purchase. We cannot be held responsible for orders delivered to an incorrect address provided by the customer.
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Failed Delivery / Returned Items
If an order is returned to us due to failed delivery attempts or incorrect address details, additional delivery charges may apply to resend the item.
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Lost or Missing Parcels
If your order has not arrived within the expected timeframe, please contact us. We will investigate with the courier; however, we are not responsible for delays or losses once the parcel has been handed to the delivery provider.
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Proof of Delivery
Proof of delivery provided by the courier will be considered sufficient evidence of delivery.
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Transfer of Risk
Responsibility for the goods passes to the customer upon delivery to the address provided at checkout.
If you have purchased physical products from My Baby Spa, you may be entitled to return them in accordance with UK consumer law.
Right to Cancel (Online Orders)
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your item.
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To exercise this right:
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You must notify us within 14 days of delivery
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You must return the item within 14 days of notifying us
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Items must be:
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Unused
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Unopened
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In their original packaging and condition
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Refunds
Once your return has been received and inspected, a refund will be issued to your original payment method.
Original delivery charges will be refunded where required by law.
Return postage costs are the responsibility of the customer unless the item is faulty or incorrect.
Faulty, Damaged or Incorrect Items
Under the Consumer Rights Act 2015, you are entitled to a refund, repair, or replacement if goods are faulty, not as described, or not of satisfactory quality.
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You must notify us within 48 hours of delivery and provide photographic evidence where possible.
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We will arrange a replacement or refund where appropriate.
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Non-Returnable Items
For hygiene and safety reasons, we do not accept returns on:
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Opened oils, skincare, or cosmetic products
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Any item that has been used or is not in its original condition
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Personalised, customised or made-to-order items
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This does not affect your statutory rights if the item is faulty.
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Return Conditions
We reserve the right to refuse a refund if returned items do not meet the conditions outlined above.
You are fully responsible for your baby, child or children throughout the entire spa experience and must supervise them continuously.
My Baby Spa therapists are present to deliver and facilitate the booked experience. They are not childcare providers or lifeguards and are not permitted to assume responsibility for, supervise or provide one-to-one care for any baby or child. Parents and guardians must remain present, attentive and actively involved throughout every element of the session.
This responsibility applies to all areas of the venue and includes any time spent in or around spa baths, swimming pools, hot tubs, changing areas and other water-based facilities. The accompanying parent or legal guardian remains responsible for their child’s water safety at all times. Babies and children must never be left unattended or placed solely under the supervision of a therapist or another member of staff.
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The supervising adult must remain sufficiently close to maintain immediate physical control and intervene without delay when necessary. Parents and guardians must follow all safety instructions provided by My Baby Spa therapists and venue staff. We reserve the right to pause or end participation where instructions are not followed or where continued participation may present a safety risk.
All sessions are delivered on a baby-led basis, meaning that treatments depend on the baby’s comfort, mood and willingness to participate at the time of the appointment.
For the safety and wellbeing of the baby:
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No treatment will be forced under any circumstances
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If a baby shows signs of distress, treatments may be paused, adapted or discontinued
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Therapists will provide guidance and support, but parents or guardians may be required to carry out elements of the session themselves
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Parents and guardians must immediately inform the therapist of any concern or change in their child’s health, behaviour or wellbeing
My Baby Spa cannot guarantee that every element of the session will be completed, as participation depends on the baby’s individual response on the day. A baby or child being unwilling or unable to participate does not entitle the customer to a refund, credit, voucher, additional time or replacement session.
By attending your appointment, you acknowledge and accept that:
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You remain fully responsible for your baby or child at all times
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My Baby Spa therapists do not provide childcare or lifeguarding services
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You remain responsible for your child’s safety in and around the water
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You understand and accept the baby-led nature of the service
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You accept that not all treatments or elements of the experience may be completed
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You will remain present, attentive and within immediate reach of your child
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You will follow all safety instructions provided by the therapist or venue
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Photography and videography may take place during your session for personal keepsakes and, where consent is provided, for marketing and promotional purposes.
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Consent
Photos and videos will only be used for marketing, advertising, or social media where explicit consent has been provided by the parent or legal guardian.
You may withdraw your consent at any time by contacting us in writing. This will not affect any content already published prior to withdrawal.
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Personal Use
Photos and videos taken during your session are intended for personal use only. Any commercial use, reproduction, or distribution without prior written permission from My Baby Spa is not permitted.
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Session Photography
My Baby Spa does not provide professional photography services as part of its standard sessions.
Where requested, our team may assist in taking photos:
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At an additional cost using our equipment, or
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Free of charge using the customer’s own device
Any photos taken by My Baby Spa staff are provided as a courtesy service and are not carried out by professional photographers.
While we aim to capture pleasant images, we do not guarantee the quality, quantity, or outcome of any photographs, as this is dependent on the baby’s comfort, cooperation, and the conditions during the session.
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Customer Photography & Recording
Parents/guardians are permitted to take their own photos and videos during the session; however:
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Other customers, staff, or children must not be recorded without their consent
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Recording must not interfere with the safety of the baby
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Data Protection
All images and videos are handled in accordance with applicable data protection laws, including the UK GDPR.
Amendments & Administration Fees
Where changes to a booking are permitted, an administration fee will apply.
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A £20 administration fee will be charged for any amendments, including rescheduling, changes to booking details, or special requests
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All amendment requests are subject to availability
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Administration fees are non-refundable