Terms and conditions

General Terms and Conditions of Palawi asia spa
operated by Palawi s.r.o., registered in the Commercial Register of District Court Bratislava I, Section: s.r.o., Insert No. 50958/B, with its registered office at Smrečianska 41, Bratislava

Dear clients,
We are pleased that you have chosen to use the services of Palawi asia spa.
Our endeavor is to provide services in accordance with our scope of business at the highest possible standard. We hereby kindly ask you to read the following General Terms and Conditions clarifying the relationship between the client and Palawi, s.r.o. (hereinafter referred to as "Palawi") in order to inform you about the conditions of our provided services.

1. The legal relationship between Palawi and the client arises at the moment of your order of Palawi services and its acceptance by us.
2. These GTC form an integral part of every contract (agreement) and order, the subject of which is the obligation to provide the client with certain services and the client's obligation to pay the agreed price for the provided services.
3. It is assumed that the client has familiarized themselves with these GTC, unless they prove that access to them was restricted or prevented due to Palawi's fault.
4. Special conditions of the client may only be accepted if they are explicitly agreed upon in writing in advance.
5. These GTC become binding for Palawi on the day of their publication and for the client at the moment of ordering the service.

I. Definition of Terms
For the purposes of this contract, the following terms shall mean:
1. The Contracting Parties are Palawi and the client/group.
2. Agreement means the ordered service at Palawi made via telephone call, email, online order form, in person, or through a third party, and the confirmation of the order by Palawi.
3. Service means any services provided by Palawi in accordance with its scope of business.
4. Individual client generally means 1 to 2 persons who jointly order or reserve services at Palawi for the same arrival and departure time.
5. Group generally means 3 or more persons who jointly order or reserve services at Palawi.
6. Event means a joint function attended by a larger number of persons, connected with the provision of multiple types of services either on Palawi premises or on the client's premises.
7. Event Organizer is any natural or legal person who organizationally, technically, or in another way arranges the event on behalf of or for the benefit of the client and enters into a contractual relationship with Palawi for that purpose; unless agreed otherwise, the entity ordering the event (the client) is deemed to be its organizer.
8. Moment of payment is the moment when Palawi is able to dispose of the paid funds, i.e. the day they are credited to Palawi's account, received at the cash desk, etc.
9. Damage means actual damage and lost profit. Damage is compensated in monetary terms.

II. Conclusion of Contract
1. Conclusion of contract means the agreement concluded between Palawi and the client regarding the provision of services.
2. By concluding the contract, Palawi undertakes to provide the client with services to the agreed extent and quality, while the client simultaneously incurs the obligation to pay Palawi the agreed price and compensate for any damage caused by the client in connection with using the services.
3. The contract is created upon confirmation of the client's order /reservation/ by Palawi. Confirmation may be made in writing, by SMS, email, online order form, or over the phone.
4. Prior to using Palawi services, the client is obliged to inform the reception about their health condition, ailments, or medical recommendations. By failing to inform the reception / failing to fill out the personal form or providing false information, the client assumes the risk of receiving the services at their own responsibility.
5. The contracting partners are Palawi and the client. If services were ordered by a third party /intermediary/, the intermediary itself is the obligated /contracting/ party toward Palawi, unless the contracting parties agree otherwise.
6. In the case of group or regularly recurring orders, the contracting parties may conclude a written framework agreement, provided that the agreements negotiated in that contract take precedence over the provisions of these GTC. The validity of the GTC, however, remains unaffected. This also applies to individual written contracts.
7. Further subletting of the provided premises as well as their use for other purposes, or for purposes other than agreed upon in the contract, requires the prior written consent of Palawi.

III. Services – Individual Clients
1. Palawi is obliged to provide the client with a massage bed and a therapist at the agreed time.
2. The client is obliged to vacate the room no later than 10 minutes after the completion of the massage/treatment.
In the event of delayed vacating of the room, Palawi is entitled to charge:
a. 20% of the list price (for 10 min to 15 min delay)
b. if the room is vacated only after 30 min, it may charge 100% of the list price without giving rise to contractual claims for the client to extend the service.
3. If the client does not arrive at Palawi within 10 minutes after the booked appointment time, and unless a later arrival was explicitly agreed upon, Palawi is entitled to offer the reserved slot to another client. For late arrivals, the client's massage/treatment time will be shortened accordingly.
4. When receiving services, the client is obliged to report any deficiencies, discrepancies, or reservations to the Palawi reception immediately upon discovering them.
6. The client is obliged to respect that Palawi premises are a quiet zone with respect to the services provided. The client must not behave loudly and must turn off their mobile phone. In case of reduced service comfort for other clients due to failure to observe this point, Palawi reserves the right to claim damages.
7. The use of services and entry into the premises is not permitted to persons suffering from viral infections or other contagious diseases, as well as persons under the influence of any intoxicating substances.
8. Palawi is obliged to provide the client with space to store regular personal belongings (clothing, footwear).
9. Palawi is not liable for the loss, misuse, damage, or theft of valuables (jewelry, precious metals, securities, cash, etc.).

IV. Services – Groups
1. Unless stated otherwise in these GTC, the provisions of Art. III of these GTC apply to groups as well.

V. Prices for Provided Services and Payment Conditions
1. The client is obliged to pay the agreed price for provided services; this also applies to services provided by Palawi to third parties at the client's explicit request.
2. The agreed price is the price stated on the website www.palawi.sk and in the reservation confirmation.
3. Prices listed in the Palawi price list are final and include value-added tax (VAT).
4. Palawi may adjust the price if the client subsequently alters the number and scope of reserved services with Palawi's consent.
5. Palawi is entitled to request advance payment upon conclusion of the contract.
6. Unless agreed otherwise in advance, the basis for billing ordered and utilized services on the client's part is a tax receipt (cash voucher), which must contain all particulars required by valid legal regulations of the Slovak Republic.
7. Credit card payments may be executed before or after using the services, based on the details provided by the client required to execute the transaction. By providing payment details for credit card processing, the client expresses consent to its use.

VI. Events
1. To ensure proper organization and preparation of an event, the organizer is obliged to notify Palawi of the final number of participants no later than 10 business days before the event takes place.
2. In case of a change in the scope of provided services at the client's request, Palawi will provide an increase in the scope of provided services according to its capacity, acting with the care of a prudent business professional. However, the client has no legal claim to an increase in the scope of provided services.
3. The organizer or entity ordering the event is not authorized to supply the event with their own food or beverages, with the exception of prior explicit written agreement with Palawi. In such cases, Palawi charges a service fee.
4. The event organizer and its ordering entity are jointly and severally liable to pay for services ordered by event participants beyond the agreed scope of the total calculation.
5. Newspaper advertisements or other media publications (print, electronic, etc.), advertisements, and public announcements that could indicate any connection to Palawi, or are capable of damaging Palawi's good reputation or free-riding on its standing, require prior explicit written consent from Palawi.
6. If Palawi procures technical and other equipment from third parties for the event organizer at their request, it always acts in the name, under power of attorney, and on account of the event organizer or ordering entity. Palawi incurs no obligations toward third parties thereby, and claims of third parties arising from the use of such equipment are strictly claims against the event organizers.
7. The use of the organizer's or ordering entity's own electrical, electronic, or technical devices connected to Palawi's power grid requires its written consent. For malfunctions or damage to Palawi's technical equipment resulting from the use of such devices, the event organizer /ordering entity/ is fully responsible and obliged to cover all costs associated with restoring the equipment to its original condition. Palawi is entitled, through its employees or third parties, to inspect such devices and take measures to prevent or eliminate such damage, and the client is obliged to tolerate such measures. The event organizer /ordering entity/ is fully responsible for the safety of technical, electronic, or electrical equipment used.
8. Any decorative material or items brought onto the premises must comply with statutory fire safety requirements.

VII. Withdrawal, Cancellation of Order. Cancellation Policy
1. The client has the right to cancel ordered services or an event.
2. Upon cancellation of ordered events and services, Palawi is entitled to compensation in the form of a cancellation fee, determined as a percentage of the total set price of the services or event, depending on the number of persons for whom the event/services were arranged and the time period elapsed between the cancellation date and the scheduled start of service provision. Unless specified or agreed otherwise, cancellation fees calculated from the service/event price are as follows:
a. If an individual client does not cancel an appointment at least 24 hours in advance via SMS, email, or telephone – 50% of the value of the ordered service.
b. For registered and non-registered clients, Palawi may require an advance payment for the next reservation in the form of purchasing a physical or digital gift voucher (DP/e-DP) for the full amount.
c. For clients with open credit, the value of an ordered and unexcused massage will be deducted from their credit balance in the amount of 50% of the ordered service price.
d. For gift voucher holders, if they fail to show up for an appointment in accordance with cancellation terms, only half the value of the gift voucher will be accepted upon their next visit.
4. For events with more than 6 participants, Palawi is entitled to charge the following cancellation fees:
a. cancellation between the 15th and 30th day prior to the scheduled start of services or event ............................................................ 30% of the estimated price
b. cancellation between the 7th and 14th day prior to the scheduled start of services or event ................................................................ 50% of the estimated price
c. cancellation 6 or fewer days prior to the scheduled start of services or event .............................................................................100% of the estimated price
5. Costs for technical equipment ordered for the event to the extent already incurred by Palawi and unable to be covered through other use shall be borne by the client in full.
6. When purchasing a digital gift certificate online, the consumer is entitled to withdraw from the distance contract or off-premises contract within 14 days from the date of contract conclusion without giving any reason.

VIII. Gift Certificates
1. The provisions of Section VIII. Gift Certificates apply to printed Palawi gift certificates as well as online gift certificates (hereinafter e-DP) acquired on the website www.palawi.sk.
2. Just as in the case of regular service consumption, the client is obliged to pay the price listed for the specific treatment in the current published price list for the gift certificate (hereinafter DP) and e-DP.
3. Gift vouchers can be acquired:
a. By purchasing at the premises by cash or card payment.
b. By purchasing online on the company's website www.palawi.sk – bank transfer payment.
4. Delivery options for online ordered gift vouchers:
a. Online to an email address (+€0)
b. By courier (Bratislava only) (+€5)
c. By post (+€2)
d. Personal pickup at reception in exchange for a pre-printed Gift Voucher (+€0).
5. A client utilizing a treatment specified on a DP or e-DP is obliged to provide the DP number upon booking for payment verification purposes and present the voucher at the premises prior to the actual use of the service.
6. The client is obliged to use the voucher for the treatment specified on the DP/e-DP. Changing the treatment listed on the DP is possible by prior agreement upon booking. The client pays any excess value; lower values are not compensated.
7. Exchanging a DP/e-DP for cash or transferring it to a credit account with bonuses is not permitted.
8. The client is obliged to redeem the DP/e-DP before its validity period expires, i.e. within 6 months of purchase.

IX. Benefit Systems
- Palawi, s. r. o. benefit systems can only be used by clients who are registered in Palawi's internal database and have signed the Personal Questionnaire agreeing to the business terms.
- Benefit systems cannot be combined with one another or with other offered discounts unless specified otherwise by promotional terms.
- Benefit vouchers can be used exclusively for Palawi treatments, not for purchasing retail consumable products.

IX-I. Credits
Essence of Credit
1. The client can purchase credit from us as a Palawi DP/e-DP or in person at the establishment using cash/card.
2. The client can purchase credit in pre-offered amounts or in an arbitrary amount.
3. Credit of an arbitrary amount can only be purchased in person at the establishment, or via invoice in the case of corporate credits.
4. Validity of credit over €550 is unlimited.

IX-II. Invoiced Credits / Corporate Credits / Credits exceeding €3000
For credits exceeding €3000 / corporate credits, please contact management at info@palawispa.sk.

IX-III. Edenred E-ticket Cafeteria
Terms of e-ticket usage
1. The client is required to bring a printed e-ticket to the establishment.
2. The client can only redeem a valid e-ticket.
3. The E-Ticket cannot be exchanged for credit; the client should use the full amount at once.
4. Change is not returned from an e-Ticket, nor can it be exchanged for cash, except for a gift certificate.
5. The E-Ticket cannot be combined with promotions or Palawi asia spa benefit systems.

Edenred Services & Gifts
Terms of Edenred Services/Gifts usage
1. The client can only pay with valid Edenred Services/Gifts vouchers for the corresponding year.
2. Change is not returned from Edenred Services/Gifts vouchers, nor can they be converted into cash.
3. Edenred Services/Gifts vouchers cannot be combined with any promotions or Palawi benefit systems.
4. Edenred Services/Gifts vouchers cannot be used to pay for Last Minute or Lunch Time treatments, nor can VIP discounts be applied.
5. Edenred Services/Gifts vouchers cannot be converted into credit.
6. The client may purchase our gift certificate using Edenred Services/Gifts vouchers.

IX-IV. Benefit Plus
Terms of Benefit Plus usage
1. The client can only redeem a valid Benefit Plus voucher.
2. The client is required to bring a printed Benefit Plus voucher to the establishment.
3. Change is not returned from Benefit Plus, nor can it be converted into cash.
4. Benefit Plus cannot be combined with promotions, VIP discounts, LT (Lunch Time), or LM (Last Minute).
5. The customer can exchange Benefit Plus for our gift voucher.
6. Benefit Plus cannot be transferred to CREDIT with bonuses, even if it matches the exact amount of provided credits.

IX-V. Najzážitky and Enjoy zážitky
Terms of Naj and Enjoy zážitky usage
1. The client can only redeem a valid Najzážitky or Enjoy zážitky voucher.
2. The client is required to bring and hand over the Najzážitky or Enjoy zážitky voucher at the establishment.
3. Change is not returned from Najzážitky or Enjoy zážitky vouchers, nor can they be converted into cash.
4. Najzážitky or Enjoy zážitky vouchers cannot be combined with promotions, VIP discounts, LUNCH TIME, or LAST MINUTE.
5. A Najzážitky or Enjoy zážitky voucher can be exchanged for our gift voucher.
6. A Najzážitky or Enjoy zážitky voucher cannot be converted into credit.

X. Withdrawal from Contract by Palawi
1. Palawi is entitled to withdraw from the contract (order) if a reservation was agreed upon with an obligation of advance payment and the client failed to execute this payment.
2. Palawi is also entitled to withdraw from the contract if:
a. this right was agreed upon with the client for reasons stated in the contract,
b. the client does not insist on performance by Palawi,
c. the client has outstanding overdue obligations toward Palawi,
d. advance payment or deposit was agreed upon reservation and the client failed to fulfill this obligation in time,
e. circumstances occurred beyond Palawi's responsibility (e.g. force majeure, illness, etc.) making contract performance impossible,
f. services or events were reserved by providing false, misleading, or incorrect data by the client or other essential facts,
g. Palawi has reasonable grounds to believe that the use of services could jeopardize proper operations, safety, or public standing of Palawi,
h. Palawi has reasonable grounds to believe that providing services could endanger the health, safety, or good morals of other clients or the client themselves,
i. Palawi has the right to refuse to provide services if it is apparent that the client is under the influence of any intoxicating substances.

XI. Liability for Damage
1. The receptionist is not responsible for jewelry, precious metals, wallets, and other valuables left at the reception desk.
2. For theft, degradation, or other damage occurring on Palawi premises to ordinary items (clothing, footwear), Palawi is liable up to €340.00 (per single piece of clothing) if the items were placed in a designated area, covered via insurance.
3. Palawi is not responsible for jewelry, money, and other valuables brought into Palawi premises.
4. Palawi offers the option to pay for parking via a terminal provided by the Capital City of Bratislava. It is not responsible for any fines resulting from incorrectly entered parking duration requests. The client is required to check and keep their receipt.
5. Palawi is not liable for injuries of any kind occurring on Palawi premises, unless the damage was caused on Palawi's part as a result of gross negligence or intent.

XII. Special Provisions
1. Animals must not be brought into Palawi.
2. Smoking is prohibited throughout the entire premises.
3. No hazardous substances (explosives and ammunition, corrosives, poisons or toxic substances, infectious or radioactive materials) may be brought into Palawi.
4. Found items are forwarded by Palawi only upon client request. These items are stored at Palawi for a maximum of six months. After this period, items of obvious value will be handed over to relevant authorities.

XIII. Final Provisions
1. These General Terms and Conditions and legal relationships arising on their basis are governed by the legal order of the Slovak Republic.
2. Should individual provisions of these General Terms and Conditions be or become ineffective or invalid, the validity or effectiveness of the remaining provisions of these General Terms and Conditions shall remain unaffected.
3. Clients confirm agreement with these valid General Terms and Conditions of Palawi upon placing an order. Palawi reserves the right to amend these General Terms and Conditions. The obligation of written notification of the General Terms and Conditions is fulfilled by publishing them on the website www.palawi.sk.