These policies set out the key terms, rules and expectations that apply when using Laceby Manor Spa (“The Spa”). They are designed to help us provide a safe, relaxing and enjoyable experience for everyone.
By using The Spa, booking a treatment or holding a Spa membership, you agree to comply with the relevant policies below.
ACCESSING THE SPACheck-In
All guests and members are required to check in at Spa Reception on arrival. Members may be asked to present their membership card, key fob, app barcode or another form of identification provided by Laceby Manor.
If you leave The Spa and later return, you may be required to check in again.
Identification
Laceby Manor reserves the right to request photographic identification where reasonably required to verify a guest or member’s identity.
Outstanding Payments
Laceby Manor reserves the right to restrict access to The Spa where there are outstanding or overdue amounts payable.
Member Guest Passes
Where guest passes form part of a membership, guests must be accompanied by the member unless otherwise agreed.
All guests are required to check in at Spa Reception and must comply with the same Spa policies and standards of conduct as members.
Laceby Manor reserves the right to limit the availability, frequency or permitted times of guest access where reasonably required.
MEMBERSHIP CANCELLATIONMinimum Term
All Spa and Gym memberships have a minimum commitment period of three months, unless otherwise stated when joining.
Guest Passes During the Minimum Term
Where guest passes are included within a membership, these will normally become available once the initial three-month commitment period has been completed.
If a member wishes to access their guest pass allowance immediately, they may be given the option to pay the initial three months of membership in advance.
Notice of Cancellation
Membership cancellation requests must be made in writing by email to spa@lacebymanor.co.uk.
Requests must be received on or before the 14th day of the month for the membership to end at the end of that month.
Requests received after the 14th will result in one further month’s membership payment before cancellation takes effect.
USING THE SPAGuest Conduct
We ask all guests and members to behave respectfully and to be mindful of the comfort, privacy and personal space of others.
Behaviour that is abusive, threatening, intimidating, sexually inappropriate, disruptive or otherwise considered unacceptable will not be tolerated.
Laceby Manor reserves the right to ask any individual to leave The Spa, restrict future access or take any other appropriate action where behaviour is considered unsafe or inappropriate.
Mobile Phones, Cameras & Recording
Photography, filming and the use of recording devices are not permitted in changing rooms, treatment rooms or other private areas.
Photography and filming are also prohibited within pool and thermal areas where this could compromise the privacy or relaxation of other guests.
Any photography permitted elsewhere within the resort must be for personal use only and must respect the privacy of others.
Professional or commercial filming, photography equipment, tripods or lighting may only be used with prior written permission from Laceby Manor.
Lockers & Personal Belongings
Lockers are provided for the convenience of guests and members.
Please ensure that personal belongings are stored securely. Laceby Manor cannot accept responsibility for the loss, theft or damage of personal belongings unless caused by our negligence.
Items left in lockers may be removed at the end of the day.
Dress Code
Appropriate swimwear must be worn within pool and thermal areas.
Appropriate clothing and footwear must be worn when using the gym or taking part in fitness activities. Certain activities, such as yoga, may require footwear to be removed.
External Personal Trainers
Personal training may only be provided by trainers authorised by Laceby Manor.
Guests and members may not provide personal training services to other users of the facilities, whether paid or unpaid, without prior permission.
Children
Children under the age of 18 are not permitted to use Spa facilities, changing rooms or equipment unless expressly permitted as part of a specific experience or event.
Weapons
Weapons of any kind are prohibited throughout Laceby Manor facilities.
Your health, safety and wellbeing are important to us.
Pregnancy, medical conditions, recent surgery or injury, allergies, medication and certain other health circumstances may affect which treatments we are able to provide or may require a treatment to be adapted.
Pregnancy
We are unable to provide massage or body treatments during the first 12 weeks of pregnancy.
After the first trimester, certain treatments may be available and will be adapted where appropriate.
If you are pregnant, please tell us at the time of booking so that our team can advise you on suitable treatments and the appropriate use of Spa facilities.
Medical Conditions & Other Contraindications
Certain illnesses, injuries, medical conditions, medications, allergies, recent procedures or other circumstances may mean that a treatment is unsuitable or needs to be adapted.
In some circumstances, we may ask you to obtain confirmation from your GP, consultant or another appropriate healthcare professional before proceeding.
Please Tell Us When Booking
If you are pregnant, have a medical condition, are taking medication, have recently undergone surgery or have any other health concern that could affect your treatment, please inform us when making your booking.
Providing this information in advance allows our team to advise you on the most appropriate treatment and helps to avoid disappointment on the day.
Treatment Intake Form
All guests receiving treatments are required to complete a Treatment Intake Form.
Please complete your Intake Form as soon as you receive it and before arriving at The Spa.
The information provided enables our therapists to review your individual circumstances in advance and identify any potential contraindications or adaptations that may be required.
Laceby Manor reserves the right to adapt, postpone or decline a treatment where we reasonably believe that proceeding would be unsuitable, unsafe or contrary to our treatment protocols.
Where relevant health information has not been disclosed before arrival, we cannot guarantee that an alternative treatment will be available on the day.
SPA TREATMENT BOOKING & PAYMENTPayment details may be required when booking a Spa treatment.
Guests must check in at Spa Reception before their treatment and complete any required consultation or Intake Form before treatment can begin.
Where payment remains outstanding following a treatment or Spa experience, Laceby Manor reserves the right to charge the payment method provided at the time of booking.
TREATMENTS, PACKAGES & SPA DAYS – CANCELLATION POLICYTreatments, packages and Spa Days may be cancelled or rescheduled up to seven days before the booking is due to begin.
Cancellations or changes made with less than seven days’ notice will be charged at the full value of the booking.
The full booking value will also be charged in the event of a non-arrival.
Where one person within a group booking is unable to attend due to unforeseen circumstances within the seven-day cancellation period, this does not automatically entitle the remainder of the group to cancel or reschedule their booking without charge.
REFUNDSTreatments, packages and Spa Days are non-refundable except where required by law or otherwise agreed by Laceby Manor.
Bookings have no cash value and cannot be exchanged for cash.
Where a guest arrives late, the treatment will normally take place within the remaining scheduled appointment time. Treatment time cannot be extended where this would impact subsequent appointments, and the full treatment price will remain payable.
EXPIRY OF TREATMENTS, PACKAGES & SPA DAYSUnless otherwise stated at the time of purchase, treatments and packages must be redeemed within six months of the date of purchase.
Where a different expiry period applies to a voucher, promotion or specific experience, the terms provided with that purchase will take precedence.
TREATMENT CONDUCT & MUTUAL RESPECTSpa treatments are voluntary experiences which may require appropriate physical contact between a guest and their therapist.
Your therapist may need to touch or reposition areas of the body as reasonably required to perform the treatment safely and effectively.
Your therapist will explain the treatment where appropriate, and you may ask for a treatment to be adjusted or stopped at any time if you feel uncomfortable.
Laceby Manor expects the highest standards of professionalism from its therapists and the same standard of respectful behaviour from guests.
Any inappropriate, abusive or sexually suggestive comments, behaviour or advances towards a member of staff may result in the immediate termination of the treatment without refund and may result in the individual being asked to leave the premises.
If you have any concerns about the way a treatment has been carried out, please speak to a member of the Spa Management Team.
PROVISION OF SERVICESTreatments and other Spa services are purchased from Laceby Manor rather than from an individual therapist.
While we will always aim to accommodate therapist preferences and requests, Laceby Manor reserves the right to substitute a therapist where reasonably necessary.
Where we are unable to accommodate a specific therapist or gender preference, we will work with you to find a suitable alternative appointment where possible.
DISCOUNTS & PROMOTIONSFrom time to time, Laceby Manor may offer promotional prices, package discounts or member benefits.
Any discount applies only in accordance with the terms of the relevant offer and cannot normally be combined with another promotion unless expressly stated.
Additional treatments or services outside the relevant package will be charged at the prevailing price.
COMPLIMENTARY ITEMS & BENEFITSLaceby Manor may occasionally provide complimentary treatments, guest passes, promotional credits, membership benefits or other complimentary items.
Unless otherwise stated, complimentary items:
have no cash value;
are non-refundable;
are non-transferable;
are subject to availability; and
must be used within any expiry period stated when they are issued.
Where no specific expiry period is provided, complimentary items will normally expire 90 days from the date of issue.
All standard booking, cancellation, health and treatment policies continue to apply when using a complimentary treatment or experience.
YOUR INFORMATIONPrivacy
We collect and use personal information in order to administer memberships, manage bookings, provide treatments and services, process payments, respond to enquiries and operate Laceby Manor.
This may include information such as:
your name and contact details;
booking and membership information;
payment information;
information you provide when communicating with us;
treatment preferences;
information contained within Treatment Intake Forms; and
relevant health or medical information voluntarily provided to us where required to assess treatment suitability.
Health information is treated as sensitive personal data and will only be used where necessary for the provision and safe delivery of our services and in accordance with applicable data protection legislation.
For full details of how Laceby Manor collects, stores and uses personal information, please refer to our current Privacy Policy.
Marketing Communications
Where permitted, Laceby Manor may contact you with information about services, experiences, events and promotions.
You may unsubscribe from marketing communications at any time using the unsubscribe option contained within our emails.
Opting out of marketing communications will not prevent us from contacting you with necessary administrative or operational information relating to an existing booking, membership or account.
Laceby Manor reserves the right to amend these policies from time to time. The version in force at the time of your booking or use of the facilities will apply, subject to any rights you may have under applicable law.