Terms of Service

About These Terms

These Terms of Service (“Terms”) govern your use of the services offered by Serene Spa Center (“Serene Spa”, “we”, “us”, or “our”), located at Bahnhofstrasse 14, 8001 Zürich, Switzerland, including treatments, memberships, gift cards, and our website at serenespa.com.

By booking a treatment, purchasing a membership or gift card, or using our website, you confirm that you have read, understood, and agreed to these Terms. If you do not agree, please refrain from using our services.

We reserve the right to update these Terms from time to time. Changes take effect upon publication on this page. We will notify active members and clients of material changes by email.

Our Services

Serene Spa provides luxury wellness treatments including, but not limited to: therapeutic massage, body rituals, facial treatments, hydrotherapy, and curated couples experiences. Our full treatment menu is published on our website and is subject to change without notice.

All treatments are performed by qualified and certified practitioners. Treatment availability is subject to therapist availability, seasonal scheduling, and operational capacity. We reserve the right to substitute a therapist of equivalent qualification where necessary, and to modify or withdraw specific treatments from our menu at any time.

Our services are intended for adults aged 18 and over unless a treatment is explicitly listed as suitable for minors accompanied by a guardian. Guests under 16 must be accompanied by a parent or legal guardian at all times within the premises.

Booking & Appointments

Appointments may be booked online via our website, by telephone on +41 44 234 89 01, or in person at reception. A booking is confirmed only when you receive a written confirmation from us by email.

We reserve the right to decline or cancel a booking where we have reasonable grounds to do so, including but not limited to: failure to provide required health information, prior conduct that endangered staff or other guests, or where we determine that a requested treatment may pose a health risk to you.

• Please arrive at least 10 minutes before your scheduled appointment to complete any required health consultation.
• Late arrivals may result in a shortened treatment, with the full fee remaining applicable.
• If you arrive more than 15 minutes late without prior notice, we may treat the appointment as a cancellation.

Cancellation & Rescheduling

We understand that plans change. Our cancellation policy is designed to be fair to both our clients and our therapists, who hold time exclusively for each booked appointment.

• More than 48 hours’ notice: full cancellation or rescheduling at no charge.
• 24–48 hours’ notice: one complimentary rescheduling per 12-month period; subsequent cancellations in this window will incur a fee of 50% of the treatment price.
• Less than 24 hours’ notice or no-show: the full treatment price is charged.

Cancellations must be made by telephone (+41 44 234 89 01) or by email to hello@serenespa.com. Online booking system cancellations are accepted where the feature is available.

In the event that Serene Spa must cancel or reschedule your appointment, we will provide as much notice as possible and offer an alternative appointment or a full refund. We are not liable for any indirect costs incurred as a result of such cancellations.

Gift Cards

Serene Spa gift cards are available in fixed denominations (CHF 100, CHF 250, CHF 500) and in custom amounts. They are redeemable against any treatment or membership at Serene Spa and are subject to the following conditions:

• Gift cards are valid for 24 months from the date of purchase.
• Gift cards cannot be exchanged for cash and have no cash value.
• Lost or stolen gift cards cannot be replaced. Please treat them as cash.
• Gift cards are non-refundable after 30 calendar days from the date of purchase, unless required by applicable Swiss consumer law.
• If the value of a treatment exceeds the gift card balance, the difference must be paid by the recipient at the time of booking.
• Gift cards may not be used in combination with promotional discounts unless explicitly stated.

Memberships

Serene Spa memberships grant access to a defined schedule of treatments, facilities, and benefits as described on our Memberships page at the time of enrolment. Membership terms are as follows:

• Memberships are personal and non-transferable unless explicitly marketed as a couples or group plan.
• Monthly memberships are billed on a recurring basis and may be cancelled with 30 days’ written notice before the next billing date.
• Annual memberships are billed in full on enrolment and are non-refundable after the 14-day cooling-off period provided under Swiss consumer law.
• Included treatments that are not used in a given calendar month do not roll over to the following month unless otherwise stated.
• We reserve the right to adjust membership pricing with a minimum of 60 days’ notice. You may cancel without penalty during this notice period if you do not accept the new pricing.
• Membership benefits are suspended during any period of non-payment. Access is restored upon settlement of outstanding amounts.

Health, Safety & Contraindications

Your safety is our first responsibility. Certain treatments may be unsuitable for guests with specific medical conditions. It is your responsibility to disclose relevant health information — including but not limited to recent surgery, pregnancy, cardiovascular conditions, skin conditions, allergies, and any active medications — before treatment.

Serene Spa reserves the right to decline or adapt a treatment where our practitioners determine, in their professional judgement, that proceeding poses a risk to your health or safety. In such cases, a full refund or rebooking will be offered.

• Guests are asked to complete a health consultation form prior to their first visit and to inform reception of any changes to their health status at subsequent visits.
• Serene Spa accepts no liability for adverse reactions arising from failure to disclose relevant health information.
• Alcohol consumption before treatment is strongly discouraged. We reserve the right to refuse treatment to any guest who appears to be under the influence of alcohol or controlled substances.

Pricing & Payment

All prices displayed on our website and in our menus are quoted in Swiss Francs (CHF) and include applicable Swiss VAT at the current rate. Prices are subject to change without prior notice, but confirmed bookings will be honoured at the price stated at the time of booking.

Payment is accepted by major credit and debit cards (Visa, Mastercard, American Express), TWINT, bank transfer, and Serene Spa gift cards. Full payment is collected at the time of booking for treatments over CHF 200 and for all gift card purchases. For other bookings, payment is collected in full on the day of your treatment.

Invoices for corporate clients or repeat individual bookings may be issued with 15-day net payment terms, subject to a prior credit arrangement.

Conduct on Premises

Serene Spa is a place of rest and restorative quiet. We ask all guests to respect the tranquil environment and the experience of other clients. The following conduct is not permitted on our premises:

• Use of mobile phones in treatment rooms, the relaxation suite, or any area where other guests are receiving treatment
• Photography or recording within treatment rooms or changing facilities
• Behaviour that is disrespectful, threatening, or disruptive to staff or other guests
• Arrival in a state of intoxication

Serene Spa reserves the right to ask any guest to leave the premises who violates these standards, without refund of any amounts paid.

Liability

Serene Spa is liable for direct damages caused by our negligence or wilful misconduct, in accordance with Swiss law. Our liability is limited to the value of the treatment or service directly giving rise to the claim.

We are not liable for: indirect or consequential damages; loss of personal belongings on our premises (though we take reasonable care to maintain secure changing facilities); or adverse reactions arising from failure to disclose health conditions as described in Section 7.

Nothing in these Terms limits our liability for personal injury or death caused by our negligence, or for fraud or fraudulent misrepresentation.

Intellectual Property

All content on serenespa.com — including text, photography, video, logo, and design — is the property of Serene Spa Center or its licensors and is protected by Swiss and international copyright law. You may not reproduce, distribute, or create derivative works from any part of our website without our prior written consent.

Governing Law & Disputes

These Terms are governed by and construed in accordance with Swiss Federal Law. Any disputes arising from or related to these Terms or your use of our services shall be subject to the exclusive jurisdiction of the courts of the Canton of Zürich, Switzerland, subject to any mandatory provisions of applicable consumer protection law in your country of residence.

Before initiating formal proceedings, we encourage you to contact us directly to resolve any concerns. We aim to respond to all complaints within 5 working days.

Contact

For questions about these Terms, please contact us: