Guest Protection & Guarantees

Refund & Cancellation Policy

Transparent, fair, and prompt guidelines for treatment cancellations, satisfaction guarantees, physical product returns, and M-Pesa refund settlements.

Effective Date: September 2026 • Version 2.4 • Applicable across Spa Web, Home Care Portal, Menstrual Care & POS

1. Five-Star Sanctuary Satisfaction Guarantee

At Illusions Premier Spa & Wellness, we hold our therapeutic sessions, massage therapies, hydrotherapy rituals, and clinical skincare treatments to the highest five-star international hospitality benchmark.

If an executed treatment failed to meet our promised luxury standard due to therapist technique, ambiance, or service execution, please notify our Guest Concierge within 24 hours of your appointment. Following an immediate review, we will provide a complimentary repeat treatment, a sanctuary credit voucher, or a proportional refund.

2. Treatment Reservation Cancellations & Deposits

To respect the dedicated time of our master therapists and reserved suites:

  • Notice of 4 Hours or More: Full 100% refund of any prepaid deposit or 100% credit transfer to your next reservation date with zero administrative deduction.
  • Notice Under 4 Hours: Incurs a 50% late-cancellation fee. The remaining 50% is credited to your customer account for future use.
  • No-Shows (Failure to attend without notice): Non-refundable deposit forfeiture to cover therapist scheduling and suite hold costs.

3. Physical Product Returns & Exchanges

For homecare botanical oils, serums, lotions, and sanctuary accessories purchased online or in-branch:

  • Eligibility Window: Returnable within 14 calendar days from delivery or purchase.
  • Condition: Products must be unopened, in their original packaging, with intact security seals and proof of purchase (receipt reference or invoice number).
  • Defective or Damaged Deliveries: If an item arrives broken, leaking, or defective, notify us with photo evidence within 48 hours for immediate replacement with complimentary courier collection.

4. Sanitary Care & Hygiene Protection Exceptions

For Nappily Organic Period Panties & Intimate Sanitary Products:

In accordance with the Public Health Act of Kenya and strict global feminine hygiene standards, opened, worn, or unsealed intimate garments cannot be returned or refunded once the sterile protective packaging has been broken.

Unopened boxes in original sealed manufacturer packaging may be exchanged for alternative sizes within 14 days.

5. Refund Processing Timelines & Methods

Once an eligible refund is authorized by our Finance & Operations desk:

  • M-Pesa Settlements: Disbursed directly to the customer's initiating phone number within 24 to 48 hours with transaction SMS notification.
  • Debit / Credit Cards: Reversal submitted to Paystack / acquiring bank within 2 business days (crediting your bank statement within 3–7 business days).
  • Sanctuary Credit Vouchers: Issued instantaneously to your verified customer loyalty profile.

6. Initiating a Refund or Return Claim

To initiate a return, cancellation, or refund request:

  • Call Concierge Support: +254 (0) 791 200 019
  • Email our Returns Desk: concierge@illusions-spa.com with your Order / Booking Reference (e.g. INV-NAP-123456 or RES-7890).
  • Visit our Sanctuary Concierge: Rivaan Centre, Muguga Green, Westlands, Nairobi.