Service Plan Terms & Conditions

These terms apply to Spa Simple service plans (Bronze £20, Silver £35 and Gold £50 per month) provided by Spa Simple Ltd (“we”, “us”), alongside our general terms and conditions. If anything conflicts, these plan terms apply to your plan.

Discounted annual servicing payment plans, paid monthly, automatically renewing for another annual servicing cycle. Cancel at any time, including during your first year, by giving 30 days' notice. Payments and future service benefits stop when cancellation takes effect. No minimum commitment or early cancellation fees apply.

Each plan has an annual service cycle starting on the agreed plan start date. Unless cancelled, a new 12-month service cycle begins on each anniversary. The annual cycle describes how visits and benefits are scheduled; it is not a requirement to pay for a full year or to wait until an anniversary to cancel.

Bronze costs £20 per month, Silver £35 per month and Gold £50 per month. Payments are collected monthly by card or UK Direct Debit, rather than as a single annual payment. Your payment schedule and the visits and benefits included in your chosen plan will be explained before you agree to join.

• Bronze Service Plan — £20/month: One Hot Tub Full Service annually, due after 12 successful monthly payments. Twelve successful monthly payments total £240.

• Silver Service Plan — £35/month: Choose one service after 6 and after 12 successful monthly payments; each entitlement is valid for 12 months from eligibility. Twelve successful monthly payments total £420.

• Gold Service Plan — £50/month: Four Hot Tub Full Services annually, one after every 3 successful monthly payments. Twelve successful monthly payments total £600. £150 effectively per service through the plan, compared with £295 individually.

Silver service choices. After 6 successful monthly payments, choose ONE Hot Tub Checkover Service (value £135) OR one Hot Tub Open/Close Service (value £160). After 12 successful monthly payments, choose ONE Hot Tub Full Service (value £285) OR one Hot Tub Open/Close Service (value £160). The two milestones are separate entitlements: only one service may be selected at each milestone, not both alternatives. An Open/Close Service means seasonal preparation of a hot tub for use or shutting it down for a period. Only successfully collected monthly payments count towards eligibility. For refunds and adjustments based on a service already received, the value of the actual service selected and supplied applies, as described in section 8.

The payment milestones repeat in each annual servicing cycle. A successful monthly payment is one confirmed as paid, not a failed payment or a Direct Debit that is still processing. Only successful monthly instalments count towards a service milestone; failed or pending payments can delay eligibility beyond the nominal sixth or twelfth month. A milestone makes the service due, rather than guaranteeing an appointment on the payment date; we arrange the visit with you.

Silver entitlement validity. Each Silver entitlement has its own 12-month validity period from the date you become eligible for it. Already-earned entitlements remain available after cancellation until their original expiry dates; cancellation does not reset, shorten or extend those periods. Cancellation does not make unearned future entitlements available. Only successfully collected monthly payments count towards eligibility. The first entitlement is earned after 6 successful monthly payments and the second, separate entitlement after 12. Each period runs from that entitlement's actual eligibility date, not from signup, the other milestone, an annual renewal or cancellation. An annual renewal does not replace an already-earned entitlement's original expiry date.

Silver: requesting your service and our availability. Silver customers should request each earned service within its original 12-month validity period. If you request the service before expiry but Spa Simple Ltd cannot reasonably accommodate it before expiry, your entitlement will not be forfeited because of our lack of availability. We will offer you a suitable appointment after the original expiry date, or an appropriate refund instead under the existing refund provisions and applicable consumer law. A post-expiry appointment in this situation is a remedy for our inability to provide the service, not a general extension or reset of the entitlement's original 12-month validity. No specific appointment timeframe is promised by this provision. It introduces no new refund formula and preserves all statutory consumer rights. The refund-or-service restriction in section 8 applies: a refund in place of a particular entitlement cannot be followed by redemption of that same service.

All plans include Breakdown/call-out visits £60 instead of £95 — save £35 per visit and 10% discount on all parts and works. These membership benefits stop when cancellation takes effect, subject to your statutory rights.

Automatic renewal and the cancellation process must be made clear before signup. We will send a clear reminder in good time before each annual renewal, explaining the renewal date, price and how to cancel, so you have a reasonable opportunity to give notice before renewal. Renewal does not start a new binding minimum commitment or restrict your right to cancel.

You may cancel at any time, including during the first 12 months or any later annual cycle, by giving 30 days' notice. You do not need to give a reason, and there is no early cancellation fee or charge for the remaining months of an annual cycle.

The notice period starts when we receive your cancellation request, not when we acknowledge it. We will confirm the end date in writing. Subject to your statutory rights, your plan continues during the notice period; when that period ends, subscription payments and future plan benefits stop. You will not be charged for a period after the end date. Any payment covering a period beyond that date will be adjusted or refunded as appropriate.

If your plan ends before a scheduled service visit, you will generally not receive that future visit, and any other visits scheduled after the end date will no longer be included. This applies to Bronze's annual visit and Gold's service visits. For Silver, this does not remove an already-earned entitlement: its chosen service remains available until that entitlement's original expiry date even if the appointment is after cancellation takes effect. Cancellation does not reset, shorten or extend its validity, and does not create any unearned future entitlement. This does not remove any right to a refund or other remedy for services not provided, or allow us to retain money where doing so would be unlawful or unfair. An earned visit that remains unprovided must be assessed fairly; cancellation does not permit us to avoid an existing legal obligation.

The 30-day notice requirement does not limit a statutory cooling-off cancellation or any right to end the agreement sooner because of our breach or another legal entitlement.

If you are a consumer signing up online, by phone or otherwise at a distance, you normally have 14 days from the day the contract is made to cancel without giving a reason. Other statutory cancellation rights may also apply. No 30-day notice period or cancellation fee applies when you exercise this cooling-off right.

We will not start providing services during the cooling-off period unless you expressly request this. If you make that request and later cancel within the cooling-off period, we may charge only a lawful, proportionate amount for services actually supplied before cancellation, provided we gave you the required information. Any remaining amount is refunded; without the required request or information, no such charge will be made.

You only lose the cooling-off right for a fully performed service contract where the legal conditions are met, including your prior express consent and acknowledgement that full performance would end that right. One visit does not automatically mean an ongoing annual plan has been fully performed.

You may cancel by any clear statement using the contact details in section 5; you do not have to use a particular form. Any cooling-off refund due will be made within 14 days of us receiving your cancellation, using the original payment method unless you expressly agree otherwise, without a refund fee. If we fail to provide legally required cancellation information, the cancellation period may be extended by law.

Any additional statutory cooling-off or renewal cancellation rights in force when you join or renew take priority over these terms.

To cancel, email service@spasimple.co.uk, phone 01275 401140, or send a WhatsApp message to 07508 199945. Please provide enough information to identify your plan. We will acknowledge your request and confirm the end date in writing; cancellation does not depend on our approval or on you accepting a retention offer.

We will honour any additional cancellation method required by law.

Nothing in these terms affects your statutory rights, including your rights if a service is not provided with reasonable care and skill.

If a card payment fails, our current Stripe recovery policy uses Smart Retries, with up to 4 attempts over 3 weeks. These automatic card retries do not apply to Bacs Direct Debit; if a Direct Debit fails, we may contact you to agree an appropriate recovery arrangement.

If recovery attempts are exhausted, the subscription remains overdue rather than being automatically cancelled. We may pause plan benefits while payment is overdue and will explain what is outstanding and how to resolve it. An overdue balance does not prevent you from giving cancellation notice.

Only amounts lawfully due remain payable, subject to your rights where services were not provided. We will not impose an early cancellation fee or demand the remaining year's payments simply because you cancel.

Direct Debit payments are protected by the Direct Debit Guarantee. You can cancel a Direct Debit at any time through your bank; please also let us know, as cancelling the Direct Debit does not by itself cancel your plan.

No cancellation or administration fees apply. If you cancel before receiving any servicing or other chargeable plan benefits, we will refund the monthly payments collected towards servicing. If servicing has been provided, your refund is the payments received less the value of services supplied at the agreed plan values (Bronze Full Service £240; Silver — the actual service selected and supplied: Checkover £135, Full Service £285, or Open/Close £160 at either milestone; Gold Full Service £150 each), never repriced at standalone prices. For Silver, only the service actually supplied at each milestone is deducted, not both alternatives. If you have used a discounted call-out or parts discount, we account only for the actual saving you received. If the value of services already received exceeds the payments collected, we will not charge you the difference. We aim to process refunds within 14 days to your original payment method where possible. We may offer additional goodwill refunds in exceptional circumstances, including bereavement. All statutory consumer rights, including applicable 14-day cooling-off rights, are preserved.

No fees. No cancellation, administration or early-exit fee applies to any Bronze, Silver or Gold plan.

Before any servicing. If no plan service visit has been carried out and no other chargeable benefit (such as a discounted call-out or parts discount) has been used, we will refund the monthly payments collected towards servicing.

After servicing. Your refund is calculated as: payments received, less the agreed plan value of each service supplied, less the actual saving on any discounted call-outs or parts used. Agreed plan values are: Bronze — Full Service £240; Silver — the actual service selected and supplied: Checkover £135, Full Service £285, or Open/Close £160 at either milestone; Gold — each of four Full Services £150. For Silver, deduct only the service actually supplied at each milestone, not both alternatives. Services are never repriced at standalone prices (for example, the £295 individual Full Service price is not used).

Examples (illustrative only). Gold: 5 payments (£250) less one Full Service (£150) = £100 refund. Silver choosing Checkover at the 6-payment milestone: 8 payments (£280) less one Checkover (£135) = £145 refund. Silver choosing Checkover with one discounted call-out: £280 − £135 − £35 saving = £110 refund. Silver choosing Open/Close at the 6-payment milestone: 8 payments (£280) less one Open/Close (£160) = £120 refund. Silver choosing Checkover at 6 and Full Service at 12, both supplied: 12 payments (£420) − £135 − £285 = no refund, and no further charge. Silver choosing Open/Close at both milestones, both supplied: 12 payments (£420) − £160 − £160 = £100 refund. Bronze: 7 payments (£140), no servicing or benefits used = £140 refund. Gold: 3 payments (£150) less one Full Service (£150) = no refund, and no further charge.

No extra charges. If the value of services and savings already received exceeds the payments collected, we will not ask you to pay the difference.

Earned but not yet received. If you have qualified for a service visit but it has not yet been carried out when you cancel, you may choose either to have that service arranged or to receive an appropriate refund instead.

Silver: keeping an earned service or requesting a refund instead. If you cancel after earning a Silver service entitlement but before receiving that service, you may choose either: Keep that earned service entitlement, which remains available until its original 12-month expiry date, even after the subscription ends; OR Request an appropriate refund instead, calculated in accordance with the existing refund provisions in this section and applicable consumer law.

You cannot receive a refund in place of a particular Silver service entitlement and subsequently redeem that same entitlement. Once the refund attributable to that particular entitlement has been agreed and issued, the corresponding entitlement is extinguished. Other separately earned entitlements are unaffected unless expressly included in the refund arrangement.

For Silver, cancellation alone leaves each already-earned entitlement available until its own original expiry date, without resetting, shortening or extending the 12-month period; the refund-instead arrangement above applies only to the entitlement or entitlements expressly included in it. Unearned future entitlements are not made available by cancellation. This clarification introduces no fixed refund amount or new refund formula. The existing refund provisions, statutory rights and remedies remain unchanged. If you requested the earned Silver service before expiry but we cannot reasonably accommodate it before expiry, the availability remedy in section 2 applies even after cancellation; the refund-or-service restriction above still applies.

Services due during notice. A service that becomes due during your 30-day notice period will still be honoured, or fairly accounted for in your refund. Monthly payments and entitlement to future benefits stop when cancellation takes effect; any payment covering a period after that date is refunded.

Written breakdown and timing. We will explain each refund in writing, listing payments received, services and savings supplied, the values used and the refund due. We aim to process refunds within 14 days using your original payment method where possible, subject to applicable legal requirements.

Goodwill. You may request an additional goodwill refund in exceptional circumstances, including bereavement. Goodwill refunds are discretionary and in addition to, never instead of, any refund you are legally entitled to.

Your statutory rights. All statutory consumer rights are preserved, including the 14-day cooling-off rights and refund arrangements in section 4, and remedies where services are not provided with reasonable care and skill or as agreed. Nothing in this section reduces those rights.

For Bronze, Silver, Gold plans, the monthly price agreed when you join will remain unchanged throughout your current 12-month servicing cycle. Any price increase may only take effect at the start of your next annual servicing cycle. We will give you at least 30 days' written notice before an increase takes effect, clearly stating the new monthly price and its effective date. If you do not wish to accept the new price, you may cancel by giving 30 days' notice, subject to your statutory rights.

The same protection applies in each renewed 12-month servicing cycle: the agreed monthly price for that cycle remains unchanged until it ends. An annual servicing cycle is not a minimum commitment and does not limit your right to cancel at any time under section 3.

If the required written notice is not given at least 30 days before the next cycle starts, an increase cannot take effect at that start date or partway through that cycle. The current monthly price remains unchanged for that cycle. Giving notice of a price increase does not reduce any statutory cancellation, cooling-off or refund right.

You may also send written cancellation requests or complaints to our registered office above. These terms are governed by the law of England and Wales.