General Terms and conditions

1. Introductory Provisions and Identification of the Operator

These General Terms and Conditions (the “Terms”) set out the basic conditions under which private wellness services, mobile massage services and related services are provided through the website spaspa.cz.

The operator of a particular service is always the company operating the relevant premises or providing the relevant service:

Best Prague Tours s.r.o.

registered office: Masarykovo nábřeží 247/14, Nové Město, 110 00 Prague 1, Czech Republic,
Company ID No.: 081 30 736,
registered in the Commercial Register maintained by the Municipal Court in Prague, file No. C 313455
(the “Operator”).

Best Prague Tours s.r.o. operates, in particular, the following wellness locations:

Milady Horákové 54, Prague 7
Opletalova 39, Prague 1
Lumírova 102/72, Prague 2
Sokolovská 274/142, Prague 8
Grafická 3365/5, Prague 5
Jiřího z Poděbrad 1561/9, Prague 3

Best Prague Tours s.r.o. also provides mobile massage services and is the issuer and seller of SpaSpa vouchers.

SPA SPA Alfa s.r.o.

registered office: Masarykovo nábřeží 247/14, Nové Město, 110 00 Prague 1, Czech Republic,
Company ID No.: 180 14 054,
registered in the Commercial Register maintained by the Municipal Court in Prague, file No. C 380173
(the “Operator”).

SPA SPA Alfa s.r.o. operates, in particular, the following wellness locations:

Legerova 72, Prague 2
Petrská 1132/4, Prague 1

The current list of locations may also be displayed directly in the booking system on spaspa.cz. The Operator for a particular booking is the company operating the location stated in the booking confirmation.

The agreement for the use of a private relaxation space is concluded between the relevant Operator and the client interested in using the space (the “Client”).

2. Conclusion of the Agreement

The Operator provides the Client with a private relaxation space based on an order (booking) made through the online booking form on spaspa.cz.
During the online booking process, the Client selects the scope of the private relaxation service according to the Operator’s current offer (the “Service”) and selects an available date and time. The Client may modify the entered information until the order is submitted.
The Client agrees to the use of means of distance communication for the purposes of placing and processing the order. Any costs incurred by the Client in connection with the use of such means of communication shall be borne by the Client.
The agreement for the use of the private relaxation space is concluded when the Operator confirms the order submitted through the online booking form, provided that the price of the selected Service has been paid. An order for a specific date and time is binding.
If the Operator determines that, for a justified reason on the Operator’s side, the Service cannot be provided on the selected date, the Operator shall inform the Client without undue delay and offer an alternative date. If the Client does not accept any of the offered alternatives, the agreement shall be terminated and the Operator shall refund the price paid for the Service without undue delay.
The Client acknowledges that full payment of the selected Service is required prior to the provision of the Service.
The Client’s order is stored electronically by the Operator for the period necessary to settle all obligations arising from the order. Upon request, the Client may be provided with the contents of the order.
The contractual relationship between the Operator and the Client is governed by the laws of the Czech Republic, in particular Act No. 89/2012 Coll., the Civil Code, as amended.
The agreement is concluded in the Czech language.
By accepting these Terms, the Client confirms that they are over 18 years of age.

3. Payment Terms

The price of the selected Service shall be paid at the time of booking by online payment through the payment gateway in accordance with the payment gateway provider’s instructions.
The Client shall not be charged any additional fees for making an online payment beyond the price of the Service.
After payment, the Client shall receive confirmation of payment and an electronic tax document at the email address provided by the Client.
By placing an order, the Client expressly agrees to the issuance and delivery of an electronic tax document.

4. Cancellation and Withdrawal from the Agreement

The Client acknowledges that, following the binding selection and booking of a specific date and time for the Service, the Client is not entitled to withdraw from the agreement pursuant to Section 1837(j) of the Czech Civil Code, as the agreement concerns leisure activities provided at a specific date or during a specific period.

Any conditions concerning cancellation, changes to a booking or the issuance of a voucher shall be governed by the current conditions published on spaspa.cz or stated in the booking confirmation.

5. Conditions for Use of the Private Space and Complaints

The Operator shall provide the Client with the space prepared according to the selected Service.
If the Client discovers any damage to the premises or any deficiency in the preparation of the space, the Client must immediately contact the Operator at +420 702 045 177.
If the Client fails to report an obvious defect or damage without undue delay, any subsequently discovered damage may be attributed to the Client.
The private space is intended for private use by a limited number of persons, primarily for relaxation and leisure. Parties or social events are prohibited unless expressly agreed otherwise with the Operator.
The Client is responsible for ensuring that all persons present in the space with the Client’s consent use the premises properly and in a manner that does not cause damage to the Operator’s property or the property of third parties.
In the event of a breach of the conditions for use of the premises by the Client or any person present with the Client’s consent, the Operator is entitled to terminate the Service and require the Client and other persons to leave the premises.
Complaints regarding the Service may be submitted by telephone at +420 702 045 177 or by email at info@spaspa.cz.
The Client shall receive confirmation of a submitted complaint. Where the Client is a consumer, the complaint shall be handled without undue delay and within the statutory time limit.
If a complaint is justified and the defect did not prevent the Client from using the Service, the Client may be provided with a reasonable discount. If a justified defect completely prevented the Client from using the Service, the price paid for the Service shall be refunded, or another remedy required by applicable law shall be provided.
The Client shall have no rights arising from defective performance if the defect was caused by the Client.
If a booking is made one hour or less before the scheduled start of the Service, the Operator reserves the right to change or reschedule the booking time, even if the booking system allowed the reservation to be completed.
Guests must use the hot tub only in a manner that does not cause contamination or damage. The use of oils, massage oils, gels, bath foams, cosmetic products or other substances that may contaminate or damage the hot tub technology is prohibited. In the event of a breach of this rule, the Operator reserves the right to charge the Client for the costs associated with cleaning or restoring the equipment and any contractual penalty, if agreed.

6. Photography, Filming and Publication of Content

Taking photographs, videos or other recordings for private purposes and sharing them in the ordinary manner on social media is permitted, provided that this does not interfere with the rights of other persons or the legitimate interests of the Operator.
Without the Operator’s prior consent, it is prohibited to create or publish content in the Operator’s premises for commercial purposes, to provide such content to third parties for payment, or to publish it on platforms or through services whose nature or manner of use is inconsistent with the purpose and character of the Operator’s premises.
In the event of a breach of this provision, the Operator reserves the right to immediately terminate the Service without the Client being entitled to compensation.
The taking and publication of recordings must not interfere with the privacy of other persons, operational safety or the proper provision of the Services.

7. Terms and Conditions for the Sale and Use of Vouchers

SpaSpa vouchers are issued and sold by Best Prague Tours s.r.o.
A voucher purchased through spaspa.cz is valid for one year from the date of purchase. The expiry date is stated directly on the voucher.
After payment, the voucher will be delivered electronically in PDF format to the email address provided by the Client.
Each voucher contains a unique code which must be retained for subsequent use.
The voucher may be redeemed when making a booking on spaspa.cz. The code is entered in the second step of the booking process by clicking the “Enter code” button.
A voucher must be redeemed in a single transaction and cannot be used in parts.
A voucher is applied as a discount against the total price of the booking.
If the Client does not use the voucher within its validity period, its validity may be extended by six months for a fee of CZK 500, provided that the Client requests the extension by email before the voucher expires.
A voucher is transferable and may be used by a person other than the original purchaser.
Purchased vouchers cannot be returned or exchanged for cash.
A voucher may be redeemed for Services provided at locations made available for voucher redemption in the booking system at the relevant time.

8. Terms and Conditions for Mobile Massage Services

Mobile massage services are provided by Best Prague Tours s.r.o. outside its premises, primarily at a location designated by the Client, such as a private residence, accommodation facility or other suitable premises.
A mobile massage is provided based on a prior booking made by the Client through the website, telephone, email or another agreed communication channel.
The Client must ensure suitable conditions for the provision of the Service, including a clean, safe and sufficiently spacious area suitable for performing the massage.
The Operator is entitled to refuse or interrupt the Service if the conditions at the location are unsuitable, unhygienic or unsafe.
The Client acknowledges that, when a mobile massage is provided outside the Operator’s premises, the Client is responsible for the location of the Service to the extent of its ordinary use.
Travel expenses or other additional costs associated with the therapist’s travel may be charged according to the Operator’s current price list unless included in the Service price.
Any additional payments, including payments for an extended massage, surcharges or other additional charges, shall not be paid in cash directly to the therapist. Such payments must be made exclusively through the Operator at +420 702 045 177 or by another agreed method.
The Client must inform the Operator if they do not receive a booking confirmation by email.
If the Client is absent or arrives late at the agreed location:
- if the delay is no more than 15 minutes, the Service shall be provided in a shortened form and shall end at the originally booked time;
- if the delay exceeds 15 minutes, the Service shall be considered cancelled without entitlement to compensation.

9. Out-of-Court Consumer Dispute Resolution

A Client who is a consumer has the right, in the event of a consumer dispute that cannot be resolved by mutual agreement, to submit a proposal for out-of-court dispute resolution to the relevant alternative dispute resolution entity.

For the Services provided by the Operator, the relevant entity is the Czech Trade Inspection Authority (Česká obchodní inspekce – ČOI).

Further information regarding alternative dispute resolution is available on the website of the Czech Trade Inspection Authority at coi.gov.cz/informace-o-adr/.

10. Final Provisions

These Terms are published on spaspa.cz.

The Operator is entitled to amend these Terms unilaterally. Any amendment shall become effective on the date of publication unless otherwise stated.

For orders already completed, the version of the Terms effective on the date the order was placed shall apply.