BOOKING TERMS AND CONDITIONS

LAST UPDATED NOVEMBER 2015

 

This is a summary of our key booking terms and conditions. However, these should not be a substitute for reading the full version below.

  • The services you can buy or book via Hybrd are sold by our partners and not us. We are only responsible for arranging and concluding your booking and we have been appointed by our partners to act as their commercial agent to do so. 
  • If you pay for services from our partners through our Website, we may collect and receive your payment on behalf of the relevant partner in our capacity as their commercial agent. In this event, our successful receipt of your payment will discharge your debt to the partner for the services.
  • The contract for your services is directly between you and the relevant partner. We are not liable for the services you receive from our partners, but let us know if you encounter a problem or the service you receive at a venue falls short of your expectation and we’ll do our best to help.
  • Please check all details and any restrictions relating to a service thoroughly before booking.
  • Please ensure that any medical or other allergy/health information is disclosed to partners prior to your appointment or stay.
  • If you want to reschedule or cancel a dated booking this must be requested and completed by either: 
    • contacting the venue directly; or
    • using your Hybrd account via the Hybrd Website or using the Hybrd App; or
    • following the link in your order confirmation email; or
    • emailing our Customer Care team on help@hybrd.com
    • If you have booked a dated appointment or stay you may cancel it within 24 hours of receiving confirmation. Providing the appointment is not due to take place in the next 72 hours we can offer a full refund, unless you have been informed otherwise at the time of booking. If you cancel a dated booking more than 24 hours after receiving confirmation, provided the applicable appointment is not due to take place within 72 hours (or 48 or 24 hours in some cases), you can get a credit note for the applicable amount.
  • If you want to talk to us, please get in touch with our team:

Email: help@hybrd.com

Post: Hybrd, PO Box 67884, London, SE5 5HR

Tel: 0843 886 0006

Full version

Please read these Booking Terms and Conditions carefully before you complete any transactions via this Website, as these "Booking Terms and Conditions" will apply to your transaction. We recommend that you print a copy of these Booking Terms and Conditions for future reference. If you do not agree to these Booking Terms and Conditions, you must not use our Website to make a booking. Capitalised but undefined words in these Booking Terms and Conditions shall have the meanings ascribed to them in the Website Terms of Use.

  1. Defined Terms
    1. For ease of reference the following terms shall having the following meanings in these Booking Terms and Conditions:
      1. "Partner(s)" means our selected third party providers of goods and services who offer their goods and services for sale via our Website;
      2. "Partner Terms and Conditions" means any Partner terms and conditions of sale and/or terms of business (including without limitation that Partner’s privacy policy, booking policy, delivery policy, health and safety policy, and returns/refund policy – as applicable);
      3. "Services" means any products, goods and/or services of a Partner offered for purchase or booking via the Website;
      4. "Customer""you" and "your" means you the buyer of any Products/Services; and
      5. "Hybrd Gift Card" means the gift card issued by Hybrd and which may be redeemed against Hybrd to discount the purchase price of Services sold through the Website in accordance with clause 8.
  2. Introduction and relationship between you, us and third party partners

This Website is operated by Hybrd Ltd., a company registered in England under company number 07510500 and whose registered office is at 93 Camberwell Station Road, London, SE5 9JJ with VAT registration number 204795601.

  1.  ("Hybrd""us""we" or "our" for short).
  2. The Hybrd Website allows you to book and pay for a broad range of beauty and spa services from a variety of providers (our Partners). Those services are provided by our various Partners and not by us. Hybrd is responsible for taking and concluding your bookings as commercial agent of the relevant Partners. The provision of the Services booked via our Website are the responsibility of the Partner which provides them. In the event you pay for Services via the Hybrd Website or Hybrd App, then your payment will either be paid directly to the relevant Partner or will be received by us acting as commercial agent on behalf of the Partner. If we receive payment as agent on behalf of the relevant Partner then our receipt of the correct payment will discharge your debt to that Partner.
  3. The legal implication of this is that in when you purchase Products/Services, it will create two binding legal contracts:
    1. a contract between you and Hybrd (under which Hybrd has certain responsibilities to you in relation to the booking and payment process). That contract is made on these Booking Terms and Conditions; and
    2. a contract between you and the relevant Partner in respect of the provision or supply of the Products/Services which you book through the Website. That contract may include separate Partner Terms and Conditions, which will be notified to you prior to your making a booking either on the relevant Partner's page on the Website or by way of link to such Partner Terms and Conditions from that page on the Website.
  4. All Products/Services available for purchase on the Website are offered by Hybrd on behalf of its Partners. That is, Hybrd acts as booking agent for Partners. Therefore, we are not responsible or liable to you for the actual Products/Services that are booked through the Website (including those Products/Services purchased using Hybrd Promo Codes).
  5. We amend these Booking Terms and Conditions from time to time as set out in clause 10. Every time you wish to make a transaction on the Website, please check these Booking Terms and Conditions to ensure you understand the terms which will apply at that time.
  1. Orders and how the contract is formed between you and us
    1. There is one types of orders ("Order") you can make on the Website: (a) Orders for Services
    2. In respect of Orders for Products/Services, there is one way you can place your Order:
      1. make an appointment at a specific time/date with a particular Partner for the provision of Products/Services ("Dated Booking");
    3. The Order process allows you to check and amend any errors before submitting your Order to us. Please take the time to read and check your Order at each stage of the Order process and before finally submitting your Order.
    4. After submitting an Order, we will send you an email acknowledging receipt of your Order. This does not mean that the Order has been accepted. The Order constitutes an offer by you to buy the Services specified in your Order.
    5. All Orders are subject to acceptance. We are appointed as the agent of the Partner to conclude bookings on its behalf and the contract between you and the Partner ("Contract") will only be formed when we send you a written confirmation (usually by email) ("Order Confirmation").
    6. For Dated Booking Orders, if you wish to reschedule your appointment details (time/date) after you have received an Order Confirmation, we recommend you contact the relevant Partner directly (and it will be for you and the Partner to agree a new appointment). It is also possible to reschedule Dated Booking Orders from your Hybrd account via the Hybrd Website or using the Hybrd App, or by following the link in your Order Confirmation email. However, if you experience difficulty making such contact, please contact us at orders@hybrd.com and we will do our best to help you.
    7. If you wish to cancel an Order before you have received an Order Confirmation, please notify us immediately by emailing orders@hybrd.com. If you wish to cancel a Contract (i.e., if you wish to cancel after Order Confirmation has been received), please refer to our cancellations policy in clause 5 below.
  2. Services
    1. Our Partners are under a legal duty to provide Services that are in conformity with the relevant Contract.
    2. All Services shown on the Website are subject to availability and the images and/or descriptions of the Services on the Website are for illustrative purposes only and actual Services may vary from those images and/or descriptions. We require our Partners to ensure that all information provided by them for display on their page of the Website is accurate, complete and not misleading in any way but we cannot verify the information which they provide to us. It will be each Partner's responsibility to ensure that all of its Services listed on the Website are available and accurately described.
    3. If you are a consumer, you have legal rights in relation to Products/Services that are faulty or not as described. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office. Nothing in these Booking Terms and Conditions will affect these legal rights.
    4. It is your (or the person receiving the Services) sole responsibility to communicate in advance any medical or health-related conditions and/or special needs to the Partner that might affect or be affected by any Services (for example without limitation, allergy information and health issues). Subject to clause 9.3, if you (or the relevant recipient of the Services) fail to disclose any such information to the applicable Partner, neither Hybrd nor the relevant Partner shall be liable to you (or the Services recipient) for any injury, loss or damages resulting from the Services that could reasonably have been avoided if you (or the Services recipient) had disclosed that information prior to receiving the Services.
  3. Cancellations
    1. In addition to your other legal rights, you have the right to cancel a Contract and receive a refund in accordance with the terms set out in this clause 5.
    2. If you change your mind about an Order for a Dated Booking and wish to cancel it, the following cancellation terms apply:
      1. Dated Booking:
        1. 1. If you cancel (in whole or part) a Dated Booking within 24 hours of Order Confirmation, provided the applicable appointment is not due to take place within 72 hours (or 48 or 24 hours in some cases), you can get a refund of the applicable amount via the original method of payment.
        2. 2. If you cancel (in whole or part) a Dated Booking more than 24 hours after Order Confirmation, provided the applicable appointment is not due to take place within 72 hours (or 48 or 24 hours in some cases), you can get a credit note for the applicable amount, which must be redeemed against Hybrd on the Website or the App within six months to make an alternative Order.
        3. Cancellations of Dated Bookings must be made by one of the following methods, either: a) Cancelling using your Hybrd account via the Hybrd Website or using the Hybrd App c) Following the link in your order confirmation email d) Emailing our Customer Care team on help@hybrd.com
        4. IMPORTANT NOTE: In a small number of circumstances it may not be possible to cancel a Dated Booking but we will draw this to your attention before you place the Order so that you can decide whether you are prepared to proceed with entering into the Contract on that basis.

 Please note that no refund or credit note will be given where a cancellation is attempted 72 hours (or 48 or 24 hours in some cases) or less from a booked appointment.
    3. Hybrd Gift Cards
    4. A purchaser may cancel their purchase of a Hybrd Gift Card within 14 days from the date in which the Hybrd Gift Card has been purchased subject to the terms of this clause. Cancellations must be made by emailing our Customer Care team on help@hybrd.com.
    5. If you notify us within the 14-day cancellation period that you wish to cancel a Hybrd Gift Card, we will refund the payment received from you via the original payment method used by you. We will grant any refund due within 14 days of you notifying us that you are cancelling the Hybrd Gift Card.
    6. PLEASE NOTE THAT NO REFUND WILL BE GIVEN WHERE A CANCELLATION IS ATTEMPTED ONCE A HYBRD GIFT CARD HAS BEEN FULLY REDEEMED OR AN APPOINTMENT WITH A PARTNER HAS BEEN BOOKED USING THE HYBRD GIFT CARD.
    7. PLEASE ALSO NOTE THAT WHERE A CANCELLATION IS ATTEMPTED ONCE A HYBRD GIFT CARD HAS BEEN REDEEMED IN PART AND AN APPOINTMENT WITH A PARTNER HAS BEEN BOOKED, NO REFUND WILL BE GIVEN IN RESPECT OF THAT REDEEMED PART OF THE HYBRD GIFT CARD.
  4. Resolving Issues
    1. We care about your experience and want to ensure we maintain the highest standards possible and so if you would like to make a complaint about one of our Partners or their Services, please email us at help@hybrd.com or write to us at Hybrd, PO Box 67884, London, SE5 5HR or call us on 0843 886 0006.
    2. Following receipt of a complaint we will contact the Partner to try and resolve the issue on your behalf. If we are unable to resolve the issue following contact with the Partner, if we consider it to be fair in all the circumstances, we may in our sole discretion elect to:
      1. give you a credit note for the disputed/complained about amount of your Order to be redeemed online against Hybrd to reduce the purchase price of any Services on the Website or the App; or
      2. (as a last resort or in extreme circumstances and always in our sole discretion) refund the disputed/complained about amount directly to you (please note that it might take up to 30 days to receive a full refund).
    3. Further or alternatively, if you are unhappy with the Services received from a Partner pursuant to an Order, you can also:
      1. speak to the Partner yourself to try and resolve the issue; and/or
      2. leave an honest review on the Website to reflect your experience.
    4. Please do bear in mind that while we will take all complaints about our Partners seriously and do what we can to help you resolve them; we are not responsible to you for the Service which the Partners provide.
  5. HYBRD GIFT CARDS
    1. Hybrd Gift Cards are issued by Hybrd. You may only redeem a Hybrd Gift Card against Hybrd for Orders placed online through the Website or App for Services. This means that we will reduce the purchase price payable for the Services by the equivalent value on your Hybrd Gift Card. If the purchase price of Services is less than the value of your Hybrd Gift Card, any remaining balance on your Hybrd Gift Card will be shown in the My Wallet section of your profile (you will be required to create such a profile in order to use your Hybrd Gift Card for the first time). 
    2. Hybrd Gift Cards are only cancellable in accordance with clause 5. You cannot use a Hybrd Gift Card:
      1. to pay for Services at a Partner's venue or website;
      2. to purchase additional Hybrd Gift Cards; or
      3. to exchange the balance on a Hybrd Gift Card for cash. 
    3. All Hybrd Gift Cards are only valid for the period of twelve months after the date of their purchase. The expiry date of your Hybrd Gift Card will be printed on the accompanying gift message card or, if you have opted for e-delivery, included in the Hybrd Gift Card email itself. If you have added the Hybrd Gift Card to an account, you will also be able to see when your Hybrd Gift Card balance is due to expire when you log in and visit the My Wallet section of your profile. 
    4. In accordance with your Order, Hybrd Gift Cards will either be delivered electronically or via 1st class Royal Mail. If you have purchased a physical Hybrd Gift Card with a value exceeding £100, we will deliver by Royal Mail Special Delivery. This means that Orders placed before noon will be delivered by 1pm on the next working day. Hybrd Gift Cards delivered by Royal Mail Special Delivery require a signature on arrival. If you do not wish for your Gift Card to be sent via next day Royal Mail Special Delivery you must email help@hybrd.com as soon as possible to arrange an alternative delivery.
    5. You are responsible for keeping your Hybrd Gift Card safe and we do not accept liability for Hybrd Gift Cards that are lost, stolen, damaged or used without authority. If you are aware that a Hybrd Gift Card has been lost or stolen, you should contact us immediately on 0843 886 0006 and, provided the Hybrd Gift Card had not already been redeemed, we will cancel the Hybrd Gift Card and issue you with a new one.
  6. Liability
    1. Where we have been negligent and/or breached a contractual obligation to you, we will be liable for any loss or damage you suffer as a result, as long as the loss and/or damage is foreseeable. Loss or damage is foreseeable if it is an obvious consequence of our negligence or breach of contract, or would have been considered by you and us to be a likely consequence of it at the time we entered into the Contract.
    2. We do not accept any liability for the following types of loss, whether caused by breach of contract, tort (including negligence) or otherwise, even if the loss is foreseeable: loss of income or revenue; loss of business; loss of profits; loss of anticipated savings; loss of data; or waste of management or office time.
    3. We do not exclude or limit our liability for death or personal injury arising from our negligence, for fraud or fraudulent misrepresentation, or for any other liability which cannot be excluded or limited under applicable law.
  7. Our right to vary these Booking Terms and Conditions
    1. We may revise these Booking Terms and Conditions from time to time in the following circumstances:
      1. If we change the process for accepting payment from you;
      2. If there are changes in relevant laws and regulatory requirements;
      3. If there are any other changes to our business that reasonably means we need to amend these Booking Terms and Conditions.
    2. Every time you order Services or Hybrd Gift Cards via the Website, the Booking Terms and Conditions in force at that time will apply to the Contract between you and us.
    3. Whenever we revise these Booking Terms and Conditions in accordance with this clause 10, we will keep you informed and give you notice of this by stating that these Booking Terms and Conditions have been amended and the relevant date at the top of this page.
  8. General
    1. All communications and notices from you must be sent to Hybrd by email at help@hybrd.com. You may also contact us at: Hybrd, PO Box 67884, London, SE5 5HR. Hybrd may communicate and give notice to you via post, email or by posting notices on the Website.
    2. Please note our customer support hours are: 8am-8pm Monday to Saturday and 10am-6pm on Sundays and Bank Holidays (closed Christmas Day, Boxing Day and New Years’ Day).
    3. If any of these Booking Terms and Conditions are determined by a competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law.
    4. These Booking Terms and Conditions will be governed by and construed in accordance with the laws of England. You and we each agree that the English courts will have non-exclusive jurisdiction over any claim or dispute arising from, or related to, the ordering and/or supply of Products/Services via the Website.

 

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