Cancellation and refund rules · HEADSPA

1 · General principles

1.1. These cancellation and refund rules (the “Rules”) form an integral part of the head-spa.lv/terms Purchase Terms.

1.2. HEADSPA provides wellness services — Head Spa procedures and related rituals. Under Article 12(5) of the Consumer Rights Protection Law of the Republic of Latvia, the right of withdrawal (14-day period) does not apply to services performed on a specific date or during a specific period of time (time-limited services, including SPA and cosmetology procedures).

1.3. Nevertheless, HEADSPA offers favourable cancellation conditions, described below.

2 · Cancellation options

2.1. Cancellation by the Client

HEADSPA follows a reschedule-over-refund philosophy: a ritual is self-care that should not be lost, but moved to a more convenient time.

A refund of the advance is not an automatic right and is considered case by case. As a general rule, the advance is moved to a new reservation.

2.2. Rescheduling a reservation

2.2.1. Free rescheduling is available if the Client notifies HEADSPA more than 24 hours before the start of the procedure. Free rescheduling is allowed up to 2 times within a single reservation.

2.2.2. A third or further reschedule within a single reservation is only possible as a new reservation with a new advance payment.

2.2.3. Less than 24 hours before the procedure, rescheduling is not possible. The advance is not refunded.

2.2.4. The Client notifies a reschedule via:

• WhatsApp: +371 22 001 143
• Email: admin@head-spa.lv
• Phone: +371 22 001 143

The notification time is counted from the moment HEADSPA receives the message.

2.3. No-show and late arrival

2.3.1. No-show — the Client did not arrive for the reservation and did not notify HEADSPA in advance. The advance is not refunded and no reschedule is provided.

2.3.2. Significant late arrival — being more than 15 minutes late without prior notice. In this case:

• If the schedule allows — the Client is offered a shortened ritual in the remaining time at the full price.
• If the schedule does not allow — the Client is not admitted to the procedure that day. The advance is not refunded.
• Where possible, the Client may be offered another time with an additional EUR 10 charge (covering specialist booking and studio preparation).

2.3.3. No-show and late arrival are the Client’s responsibility and are not treated as cancellations by HEADSPA.

2.3.4. These cancellation and refund rules apply to the amount paid online — whether a full payment or a partial prepayment. In the event of a late cancellation or a no-show, HEADSPA may retain the prepayment in accordance with these Rules.

3 · Cancellation by HEADSPA

3.1. Cases in which HEADSPA cancels a reservation

• Absolute contraindications that cannot be adapted are identified in the health questionnaire
• Illness of the specialist or another emergency
• Technical equipment problems
• Circumstances of force majeure (natural disasters, emergencies)

3.2. Refunds when HEADSPA cancels

100% refund in every case, regardless of the reason for cancellation.

Alternatives to a refund:

• Reschedule to a date convenient for the Client
• Refund to the same bank account from which the advance was paid

3.3. Special case: contraindications

If the Client paid the advance and, after completing the health questionnaire, discovered contraindications that were not mentioned before payment:

• Adaptable contraindications → the programme is adapted, no refund is required
• Absolute contraindications → 100% refund or reschedule once the condition allows

4 · Refund process

4.1. Timeframes

• Cancellation by the Client: refund is processed within 7 business days of receiving the cancellation notice
• Cancellation by HEADSPA: refund is processed within 3 business days

4.2. Refund method

The refund is made to the Client’s bank account based on details provided by the Client — regardless of the original payment method (bank transfer, card or cash).

4.3. Required information

To process the refund, HEADSPA may ask for:

• The advance invoice number
• The Client’s bank account number (if the original card payment is no longer valid)
• An identity document (in specific cases)

5 · Disputes over refunds

5.1. If the Client disagrees with the HEADSPA refund decision, they may submit a complaint in accordance with section 10 of the Purchase Terms (head-spa.lv/terms).

5.2. PTAC (the Consumer Rights Protection Centre of the Republic of Latvia) is authorised to handle disputes between the Client and HEADSPA.

5.3. EU consumers can also use the Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr

6 · Changes to these rules

HEADSPA reserves the right to amend these Rules by publishing a new version on the website. Changes apply only to reservations made after the date the new rules are published.

7 · Cancellation and refund contacts

SIA HEADSPA

Operational questions regarding cancellation, rescheduling and reservations:

• Phone / WhatsApp: +371 22 001 143

Legal, GDPR, cookies, Purchase Terms and refund questions:

• Responsible person: Konstantins Talikovs
• Email: admin@head-spa.lv
• Phone: +371 22 830 328

Website: head-spa.lv

Studio: Rūpniecības iela 5-1A, Rīga, LV-1010

Hours: daily 10:00–20:00