Legal & Hospitality Standards

Terms of Service & Sanctuary Policies

The contractual standards, treatment guidelines, payment terms, and delivery policies governing all services and products across the Illusions Premier Spa & Wellness Ecosystem.

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

1. Acceptance of Terms

By reserving a spa treatment, purchasing wellness/homecare products, engaging with the companion portal, or making a digital payment via the Illusions Premier Spa & Wellness Ecosystem, you enter into a legally binding agreement governed by these Terms of Service.

These terms operate under the laws of the Republic of Kenya, including the Consumer Protection Act (2012) and the Data Protection Act (2019).

2. Spa Reservations & Arrival Protocol

To ensure the tranquility and punctuality of our sanctuary schedule:

  • Arrival Time: Guests are requested to arrive 15 minutes prior to scheduled treatment times to change into spa attire and complete the confidential wellness check.
  • Late Arrivals: Arriving late will shorten your session duration to avoid delaying subsequent guests. Full treatment charges apply.
  • Forward Booking Rule: All bookings must specify a valid future date and time. Backward time-selection is strictly blocked by our scheduling system (Rule 19).

3. Booking Cancellation & Rescheduling Policy

Because therapists and sanctuary suites are reserved exclusively for you:

  • Notice Period: Cancellations or rescheduling requests must be submitted at least 4 hours prior to the scheduled appointment time.
  • Eligible Rescheduling: Rescheduling with at least 4 hours notice incurs zero penalty.
  • Late Cancellations / No-Shows: Cancellations with less than 4 hours notice or non-attendance may incur a 50% cancellation fee or forfeiture of prepaid booking deposits.

4. Product Sales, Pricing & Delivery Policy

For orders placed on Nappily Sanitary Care and Homecare Web:

  • Pricing & VAT: All displayed prices are in Kenya Shillings (KES) inclusive of 16% VAT where applicable. Prices are authoritatively verified server-side.
  • Nairobi Same-Day / Next-Day Delivery: Orders placed before 2:00 PM within Nairobi (Westlands, Kilimani, Lavington, Karen, CBD, Gigiri) are dispatched for same-day delivery via our vetted courier partners.
  • Nationwide Shipping: Upcountry delivery across Kenya is fulfilled within 24–48 hours via G4S or Fargo Courier with live tracking telemetry.
  • Delivery Fees: Free delivery applies for eligible basket totals or subscription packages; standard delivery rates are calculated prior to checkout confirmation.

5. Payment Terms & M-Pesa Security

We support secure, cashless luxury transactions:

  • M-Pesa STK Push: Direct Safaricom Daraja integration triggers a secure prompt to your phone. Transactions are independently verified against our authoritative payment ledger before order dispatch.
  • Card & Bank Payments: Processed via PCI-DSS compliant gateways (Paystack). Illusions never accesses or stores credit/debit card numbers or PINs.
  • Zero-Value Orders: Orders with a zero balance are prohibited unless an authorized 100% promotional voucher has been verified.

6. Health, Wellness & Medical Disclaimers

Non-Medical Scope: Illusions Premier Spa treatments, hydrotherapy sessions, aromatherapy blends, and companion routine recommendations are non-medical therapeutic wellness services designed for relaxation and holistic rejuvenation.

Mandatory Health Disclosure: Clients must truthfully disclose pre-existing medical conditions (including cardiovascular disorders, hypertension, diabetes, acute inflammation, recent surgeries, pregnancy, or skin allergies). Illusions reserves the right to decline or modify treatments where physiological risk exists.

Pregnancy Protocols: Specialized prenatal massages and facials are restricted to the second and third trimesters (after week 12) for fetal safety.

7. Loyalty Program & Points Redemption

Illusion Sanctuary Loyalty points are awarded at 1 point per KES 100 spent. Points possess zero monetary cash-out value and may only be redeemed for eligible treatments or products using your confidential 4-digit PIN. Illusions reserves the right to audit or adjust points in cases of transaction reversals or administrative errors.

8. Contact & Complaints Resolution Process

Our Executive Guest Relations team is committed to immediate and courteous resolution of any feedback:

  • Concierge Telephone: +254 (0) 791 200 019 (Mon–Sat 8:00 AM – 10:00 PM)
  • Email Support: concierge@illusions-spa.com (Response within 2 hours)
  • Executive Escalation: Written complaints are reviewed by the Head of Guest Experience within 24 hours.
  • Sanctuary Address: Rivaan Centre, Muguga Green, Off Brookside Drive, Westlands, Nairobi.