Spa Treatments: Your Consumer Rights

So, you've decided to treat yourself to a spa treatment, and you're looking forward to a day - or a few hours at least - of unadulterated pampering. What do you need to know about your rights before you go, so that your anticipated treat doesn't turn into a disappointment? The Law A spa or beauty salon is governed by the same laws as a plumber who fixes your shower or a car mechanic. The law covering the way a spa service is provided is the Supply of Goods and Services Act 1982. So, if you have booked in for an Indian Head Massage at your local spa, you are entitled to expect the therapist to carry out your massage with reasonable care and skill; in a reasonable time, and for a reasonable charge. The law is all about what's reasonable. The Cost of Beauty Most spas and beauty salons have a menu of treatments that you can choose from, and so you'll usually know in advance whether your massage is going to be expensive or not. It's worth knowing, though, that if you've somehow got hold of an out of date price list, or there's a misprint on the website, or printed menu, the spa isn't obliged to give you the treatment at the price quoted. So if you think you're going to get an hour and a half of sensory bliss for £7.50 rather than £75, you could be in for a shock. A contract like this is formed at the point of sale, so in effect, when you offer the therapist £7.50 for her handiwork, she's entitled not just to be rightfully insulted - but to withdraw the 'offer' you've seen on the price list, and ask for £75 instead. If you refuse to pay the rest, that puts you firmly in the wrong. A Shoddy Treatment If you aren't happy with the way your treatment is carried out, you have a right to complain about it, and in some cases you can expect to be compensated. It's best to complain at the time of the treatment, because that gives both you and the spa an opportunity to try and resolve the problem quickly. If you feel that your therapist was unprofessional, or you have issues about hygiene, you should bring this to the attention of the spa straight away. Bear in mind that some types of therapeutic massage can be uncomfortable when carried out properly (manual lymph drainage or anti-cellulite treatments are two good examples of this.) Remember the phrase 'reasonable care and skill' - and if you still believe you've been short changed, complain. Because of the nature of the services you buy from a spa, it can be hard to define what compensation you can claim if things don't go as you'd expected. Remember that any goods or services the spa provides must also be as described, so if your 90 minute treatment was over in 65 minutes you'd have every right to ask for a proportion of the cost back - but it's not so easy with a Reiki session where you were promised 'a relaxing, soothing treatment' but were constantly interrupted by the therapist's over active mobile phone. What to do Next It is usually considered reasonable to give a trader the chance to put things right if you're unhappy with a service. It could be that they offer you another treatment free of charge - under which circumstances you could be well within your rights to demand another therapist if the first person was utterly incompetent! In some cases, such as worries about hygiene or safety, it could be considered reasonable for you to refuse the offer of another treatment and ask for a refund. The law takes into account what benefit you received from the treatment if there was any dispute, so if you truly had an awful experience, you could reasonably expect a complete refund. As a rule, most spas are dedicated to making your experience as relaxing and pampering as possible - but it's reassuring to know that the law is there to protect you if things go wrong. Summary: Keywords:

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