Your use of Our Site, Our App and the Services is subject to these terms and conditions together with any additional terms, conditions and policies referred to in them (“Our T&Cs”).



INTRODUTION



These terms and conditions of service together with any terms and policies referred to in them constitute a legally binding agreement between you and London Serenity Limited (“London Serenity”, “we”, “us” or “our”).  London Serenity is a private limited company registered in England and Wales with company No. 06465688 whose registered office is located at the following address: 27 Old Gloucester Street, London WC1N 3AX.  Our VAT registration number is GB 973 2966 76.



OUR SERVICES



London Serenity provides a booking service (the “Services”). The Services allow you to book a range of professionalservices, including but not limited to beauty, massage, hair, make-up and fitness (“Professional Services”) that are performed in each and every case by independent self-employed professionals (“Independent Professionals”). In providing the Services, London Serenity acts as the agent of the Independent Professionals.  London Serenity has no responsibility for any Professional Services which you book or purchase through us. London Serenity acts as a booking agency for the Independent Professionals.  Our contract with you is limited to the provision of use of our Website.



The Independent Professional is responsible for providing the Professional Services to you and you have a direct contract with the Independent Professional concerning the provision of the Professional Services. This contract does not include us. 



The Services we offer allow you to search through Our Site or Our App and book Professional Services from a number of Independent Professionals. In enabling you to arrange Professional Services through Our Site, we are acting as the commercial agent of those Independent Professionals. As part of the Services, we also provide some ancillary services such as assisting with customer service issues (again in our capacity as agent for the Independent Professionals).  You acknowledge that you use the Independent Professionals at your own risk.



As stated above, the contract for the purchase of the Professional Services is between you and the Independent Professional. This means that it is the Independent Professional (not us) who is legally responsible for providing the Professional Services to you. However, London Serenity remains responsible in respect of its obligations to you in accordance with Our T&Cs which shall be legally binding. If you have any questions, complaints or requests for refunds, we can be contacted directly at bookings@londonserenity.com. London Serenity will remain the point of contact for you for customer service questions.



London Serenity shall, if requested, provide intermediary services between you and an Independent Professional in connection with customer service or dispute resolution matters.



Our T&Cs govern your use of our Services whether booking by our website (“Our Site”), our App (“Our App”) or by telephone. By using our Services through Our Site, Our App or telephone, you agree to comply with Our T&Cs.



Please read Our T&Cs carefully and thoroughly. If you do not accept Our T&Cs, you must not make a booking through London Serenity for any Professional Service.



INDEPENDENT PROFESSIONAL’S TERMS



When booked through us, your contract will be with the Independent Professional and London Serenitywill not be a party to such contract, as the contract will solely be between you and the Independent Professional who provides you with your Professional Service.



BOOKINGS



You can make a booking through Our Site, through Our App or by calling us using the details provided on Our Site and Our App by choosing an Independent Professional.



Prices vary according to type and duration of Professional Service as described on Our Site or on the App (as relevant) and the location you specify at the time of booking a Professional Service (the “Designated Location”) (the “Fee”).  The Fees are set from time to time and the relevant Fee you will be required to pay for a specific Professional Service will be determined by reference to the Fees in force at the date when that Professional Service is booked.  All Fees are inclusive of VAT.



are liable to change at any time, but changes will not affect any booking which you have already made.



Your payment details will be requested at the time of booking and the relevant Fee will be collected in full when you make a booking for a Professional Service.Full payment of the Fee is due at the time of booking the Professional Service with the Independent Professional through us, unless we agree otherwise with you at the time of booking.



Accepted payment methods are as described on Our App and Our Site.



By making a booking you agree to provide complete, correct and true information including billing and payment information.



The Fee belongs to the Independent Professional who provides the Professional Service and to London Serenity in respect of our fee for providing the Services.London Serenity, as the Independent Professional's agent, collects or arranges for a third party to collect on our behalf, the Fee from you. Our receipt of the full Fee will discharge your debt to the relevant Independent Professional in respect of that Professional Service.



We are appointed by Independent Professionals to conclude bookings on their behalf as their commercial agent. Once your booking is accepted by us on behalf of the and the Independent Professional, you will receive confirmation of your appointment for a Professional Service from us by email.



By making a booking, you are responsible for:

  • full payment of the applicable Fee;
  • ensuring the Independent Professional has access to the Designated Location which must, in all cases, represent a suitable space in which the Professional Service can be performed, with all appropriate facilities (including adequate lighting and heating); and
  • ensuring the health and safety of the Independent Professional whilst at your Designated Location.

PAYMENT



We will do all that we reasonably can to ensure that all of the information you give us when paying for the Professional Service through our Site, our App or payment by telephone is secure by using an encrypted secure payment mechanism. However, in the absence of negligence on the part of London Serenity, we will not be legally responsible to you for any loss that you may suffer if a third party gains unauthorised access to any information that you may give us at any time.



All payments by credit card or debit card need to be authorised by the relevant card issuer. We may also need to use extra security steps where applicable.



CANCELLATIONS AND REFUNDS



You acknowledge that you do not have any statutory right to cancel a booking made for a Professional Service. However, you have a contractual entitlement to cancel any booking you have made with an Independent Professional through us in the following circumstances and on the described terms.



Subject to the cancellation being a Short Notice or Very Short Notice Cancellation (as described below), if you change your mind about your booking for a Professional Service prior to the agreed appointment start time in that booking (“Appointment Time”) then the Independent Professional will be willing to treat your booking as cancelled (without requiring payment of all or any part of the applicable Fee and without levying any cancellation fee or, where payment of the Fee has already been made, by returning such Fee to you within 14 days of the cancellation or arranging such Fee to be added as a credit on your account with us) if you cancel your booking via Our Site, Our App or by telephone at least four (4) hours prior to the Appointment Time.



If your cancellation of a booking for a Professional Service is within four (4) hours of the Appointment Time then unless the cancellation represents a Very Short Notice Cancellation (as described below), we will be entitled to retain (or charge, as the case may be) fifty per cent (50%) of the applicable Fee because your cancellation represents a “Short Notice Cancellation”.  We will return the remainder of the Fee to you within 14 days of such Short Notice Cancellation.  You acknowledge that this is a genuine pre-estimate of the loss suffered by us and the Independent Professional as a result of the Short Notice Cancellation.



However, if your cancellation of a booking is within two (2) hours of the Appointment Time, the Independent Professional will be entitled to retain (or charge, as the case may be) one hundred per cent (100%) of the applicable Fee because your cancellation represents a “Very Short Notice Cancellation”.  You acknowledge that this is a genuine pre-estimate of the loss suffered by us and the Independent Professional as a result of the Very Short Notice Cancellation.



You will also be charged the full Fee if you:

  • cancel a booking other than as permitted above;
  • attempt to cancel a booking on or after the Appointment Time; or
  • fail to attend a booking at the Appointment Time and/or at the Designated Location.

You acknowledge that a cancellation fee is a genuine pre-estimate of loss as it compensates us and the Independent Professional because it is not reasonable to expect the Independent Professional to be able to provide a Professional Service at another booking where you cancel with short or no notice.



If you behave inappropriately towards an Independent Professional or make an Independent Professional feel unsafe in any way, the Independent Professional shall be entitled to cancel the provision of the Professional Service.  Such cancellation will constitute a Very Short Notice Cancellation and the Independent Professional will be entitled to retain (or charge, as the case may be) one hundred per cent (100%) of the applicable Fee.  You will also be blocked from booking Professional Services with London Serenity.



EXTENSIONS AND DELAYS



If you wish to extend the time you have booked a Professional Service or upgrade a Professional Service, the Independent Professional will endeavour to fulfil your request. This is subject to the availability of the Independent Professional and payment of the difference between the Fee you have paid and the relevant increased Fee for such Professional Service (“Increased Fee”).



You will owe the Increased Fee to us as a debt and we will either collect such Increased Fee as agent of the Independent Professional or you can make payment to the Independent Professional.



If you are delayed and unable to start the Professional Service at the Designated Location at the Appointment Time by more than 10 minutes then, unless the Independent Professional agrees to the contrary (which is within the sole discretion of the Independent Professional):

  • the Independent Professional is entitled to end the Professional Service at the time agreed when the booking was made without making any adjustment to the Fee to reflect the reduced time of the Professional Service; or
  • if you and the Independent Professional agree to proceed with the Professional Service for the full time allotted notwithstanding the delayed start time, then you shall be obliged to pay before the relevant Professional Service is given, an additional charge calculated at the rate set out on Our Site and Our App (as relevant) for the extra time.



YOUR RESPONSIBILITIES



In addition to the responsibilities noted above, it is your responsibility to provide complete and accurate information at the time of booking the Professional Service. Failure to provide complete and accurate information may result in a rejection of your booking request, cancellation of your booking or an inability of the booked Independent Professional to provide the Professional Service as requested.



If you have a medical condition that may impact on your ability to receive a Professional Service, or you are less than 12 weeks’ pregnant, you should speak to your Doctor and receive a written Doctor’s note confirming that you are able to receive the relevant Professional Service.  If you book a Professional Service in these circumstances but fail to provide a relevant Doctor’s note, we will cancel your booking of a Professional Service and our cancellation policy set out above will apply.  For the avoidance of doubt, if this means that an Independent Professional attends a Desired Location but is unable to provide the relevant Professional Service booked, this will constitute a Very Short Notice Cancellation as set out above.



PROHIBITED USE



The Services are for your personal and non-commercial use and must only be used for the purposes of inquiring about or making bookings for Professional Services as expressly described above. You must not use Our Site, Our App or the Services to do any of the following (each of which is strictly prohibited):

  • engage in any inappropriate behaviour including but not limited to illicit or sexually suggestive remarks, sexual advances, drug use, excessive drinking and/or other inappropriate behaviour;
  • restrict or inhibit any other user from using and enjoying our Services or engaging Professional Services;
  • infringe the privacy rights, property rights, or other civil rights of any person;
  • harass, abuse, threaten or otherwise infringe or violate the rights of Independent Professionals, London Serenity (including its employees and personnel) or others;
  • harvest, data-mine or otherwise collect information about others, including email addresses, without their consent;
  • use technology or other means to access our computer network, unauthorised content or non-public spaces;
  • introduce or attempt to introduce any viruses or any other harmful code, files or programs that interrupt or otherwise or limit the Services, Our Site or Our App's functionality, or damage, disable or otherwise impair our servers or networks or attempt to do the same; or
  • engage in or encourage others to engage in criminal or unlawful conduct or breach Our T&Cs including misuse of the Services for unlawful or unauthorised purposes.



You agree not to breach Our T&Cs in any way which may result in, among other things, termination or suspension of your access to the Services or your ability to book Professional Services.



LONDON SERENITY ACTS ONLY AS AN INTRODUCER



The Services enable those seeking Professional Services to book appointments with Independent Professionals seeking to provide such Professional Services. Whilst London Serenity assesses Independent Professionals who wish to provide Professional Services, we do not guarantee or warrant, and make no representations regarding the reliability, quality or suitability of Independent Professionals. This is entirely a matter for you. Accordingly, you acknowledge and agree that London Serenity does not have any obligation to conduct any background checks on any Independent Professional and have no obligation in respect of any service they may provide.



When interacting with any Independent Professional you should exercise caution and common sense to protect your personal safety, details and property, just as you would when interacting with other persons who are unknown to you.



We may from time to time create and offer promotional vouchers and referral vouchers (together “Vouchers”) that can be redeemed against purchases of Professional Services. Vouchers will only be valid for a period of time stated on or with them.



Vouchers do not have any cash value. Vouchers may:


(1) only be used for personal and non-commercial purposes. You can share your unique voucher with your personal connections via social media where you are the primary content owner. Vouchers may not be duplicated, sold, transferred, distributed or made available to others online (including through public sites such as coupon sites) or by other means;


(2) not be promoted in any way including via a search engine;


(3) not be exchanged for cash;


(4) only be used once and only one Voucher may be used per person; and


(5) may be subject to specific terms which will be made available by us, and must only be used in accordance with those terms.


In addition, from time to time we may issue Vouchers to allow you to refer friends and family to book Professional Services, and which may reduce the Fees.



Discounts cannot be used in conjunction with any other offers or discounts.



INTELLECTUAL PROPERTY



London Serenity, the London Serenity logo, brand and all other intellectual property rights, trademarks, service marks, graphics and logos used in connection with the Site, App or the Services (whether registered or unregistered) belong to us or our licensors (as are applicable) and are protected by intellectual property law. Nothing in Our T&Cs grants you any rights in the Site, App or Services or the content within the same. All rights are reserved.



DISCLAIMER



As noted above, we introduce individuals seeking Professional Services to Independent Professionals seeking to provide such Professional Services. We are not liable or responsible for the fulfilment of any booking or the performance of the Independent Professional. You acknowledge and agree that we are not responsible for addressing any claims you have as regards any Independent Professional or any Professional Services, however we do try to assist by providing the intermediary services around resolving disputes and complaints as mentioned above.  By using the Site, the App or our Services, you agree to hold us free from liability or responsibility for any damage that might arise out of the transaction between you and this Site, the App or any Independent Professionals.



Content on Our Site and Our App which is made available as part of the Services is provided for your general information purposes only. Nothing contained on Our Site, Our App or communicated any other way as part of the Services constitutes, or is meant to constitute, advice, opinion or guidance of any kind. We are not a health care provider nor do we provide medical advice or medical treatment. References in Our Site, Our App and elsewhere to “treatment” and “therapy” or any similar terms do not refer to medical treatment or medical therapy. The information presented on Our Site, Our App and otherwise as part of the Services is not intended to diagnose health problems or to take the place of professional medical care. Should you have a medical issue you should always consult with a qualified medical professional.



We make no warranty or guarantee that Our Site, Our App or any other aspect of the Services is suitable for your intended use, error-free, timely, reliable, entirely secure, virus-free or available. We make no guarantee of particular results or outcomes by use of Our Site, Our App or any other aspect of the Services.  We make no representations or warranties in connection with the Site or the App, whether express or implied, including but not limited to warranties of satisfactory quality, non-infringement or fitness for a particular purpose, except to the extent such warranties are not legally excludable.



Nothing in Our T&Cs will exclude or limit any warranty implied by law that it would be unlawful to exclude or limit and nothing in Our T&Cs will exclude or limit our liability in respect of any: death or personal injury caused by the negligence of London Serenity, fraud or fraudulent misrepresentation by London Serenity, or any matter which it would be illegal or unlawful for London Serenity to exclude or limit, or to attempt or purport to exclude or limit, its liability.



We are not liable or responsible for any errors in or failure to provide the Services due to your error or failure to provide accurate and complete information.



Whilst we make every effort to ensure that the Services are available, we do not represent, warrant or guarantee in any way the continued availability at all times or the uninterrupted use by you of the Services. We reserve the right to suspend or cease the operation of all or part of the Services from time to time at our sole discretion.



Use of Our Site, Our App and the Services is on an “as-is” and “as available” basis. To the maximum extent permitted at law in no event shall we be liable for any direct, indirect, punitive, incidental, special, consequential damages or any damages whatsoever including, without limitation, damages for loss of use, loss of data, lost revenues, loss of goodwill, loss of anticipated saving or profits, or arising out of or in any way connected with the use or performance of Our Site, Our App or Services, or with the delay or inability to use Our Site, Our App or Services, or with the provision of or failure to provide Our Site, Our App or Services.



Furthermore, to the fullest extent permitted by law we will not be liable for any direct, indirect, special, incidental, consequential or other damages of any kind related to your use of Our Site, Our App, the Services or any Professional Services and in no event shall our maximum aggregate liability exceed one hundred Pounds Sterling.



INDEMNITY



You agree to defend and indemnify us from and against any claims, causes of action, demands, recoveries, losses, damages, fines, penalties or other costs or expenses of any kind or nature including but not limited to reasonable legal and accounting fees, that arise from or relate to your use or misuse of, or access to the Services and otherwise from your violation of Our T&Cs.



MODIFICATION AND TERMINATION



We may modify Our T&Cs or terminate use of the Services at any time by giving notice to you. If you do not agree to any changes, you must stop using the Services. We may also change, suspend, terminate or discontinue any aspect of the Services including availability of certain features at any time for any reason.



PERSONAL DATA



In order to provide the Services, we may collect personal data from you. Before making a booking through us, please read our privacy policy available here https://www.londonserenity.com/privacypolicy.htm.  Any changes we make to our privacy policy in the future will be posted at this link and, where appropriate, notified to you by e-mail. Please check back frequently to see any updates or changes to our privacy policy.



SEVERABILITY



If any provision of Our T&Cs is deemed or becomes invalid, the validity of the other provisions shall not be affected.



CONSUMER TERMS



The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 require London Serenity to give you certain key information for there to be a legally binding contract between you and us. This information is set out below and is also linked in the email which we will send to you to confirm any booking you make through us with an Independent professional.



GOVERNING LAW AND JURISDICTION



You agree that Our T&Cs for all purposes, shall be governed by and construed in accordance with English law. You also agree to submit to the exclusive jurisdiction of the English courts as regards any claim or matter arising under Our T&Cs.



Please email bookings@londonserenity.com for any other enquiries.