Terms

Who these terms are with

ORA Retreat House is operated by Kylee Group Ltd, a private limited company registered in England and Wales, company number 16522628, registered office 37 Common Road, Redhill, England, RH1 6HG. In these terms, "we" and "us" mean that company, and "you" means the person booking or visiting.

These terms apply when you book a treatment, a tea experience or a gift card, and when you use this website. Booking with us means accepting them.

What we provide

We provide wellness treatments, herbal steam, bodywork, skin rituals and tea, described on the pages of this site. What each one includes, how long it runs and what it costs is set out there, and that description is the one we work to.

We are not a clinic and we do not provide medical care. The Body & Meridian Reading is a non-diagnostic wellness service for general information and personal reflection: it does not diagnose, treat or prevent any medical condition, and it is not a substitute for advice from a qualified healthcare professional. Nothing we say during a visit should be taken as a medical opinion, and nothing here affects your statutory rights.

Booking and arrival

A booking is confirmed when we confirm it to you. Please arrive ten minutes before your appointment. If it is your first visit, we may ask you to complete a short wellness form before your treatment begins.

Treatment times are the time on the couch. Arriving late will usually shorten the treatment rather than delay everyone after you, and the full price still applies.

We are confirming how we handle late arrival and missed appointments and will set it out here.

Health and suitability

Please tell us about pregnancy, medication, recent surgery or any relevant health condition before your visit. Some treatments are not suitable for everyone — Herbal Steam in particular — and our team will confirm whether a treatment is appropriate for you before it begins.

We may decline or adapt a treatment where we judge it unsuitable. That decision is about your safety, and we would rather have it before you arrive than during your visit. If you are unsure whether something is right for you, ask your doctor first.

Please keep us informed if your health changes between booking and your visit.

Prices and payment

Prices are published on the page for each treatment, experience and tea. The price that applies is the one shown when you book. Prices include VAT where it applies.

Where a page sets out a credit — for example, part of the price of a standalone reading being credited towards a longer ritual taken on the same day — that credit applies on the terms stated on that page.

We are confirming how payment is taken, whether a deposit is required, and which payment methods we accept.

Changes and cancellations

If you need to change or cancel, tell us as early as you can. Time set aside for you cannot be offered to anyone else at short notice, which is what any cancellation policy is really about.

Our cancellation policy sets out what happens when a booking is moved, cancelled, missed or affected by illness, and applies to every booking.

If we have to change or cancel an appointment — which we will avoid wherever we can — we will offer you the earliest alternative we have, or a full refund of anything you have paid for it.

Gift cards

Gift cards can be bought for the experiences shown on the Tea Gallery page and are redeemed against the experience named on the card. They are not exchangeable for cash.

We are confirming how long a gift card stays valid and whether it can be transferred to someone else.

While you are with us

The house is a quiet one and we ask you to help keep it that way. Please treat our team and other guests with courtesy. We may end a treatment or ask someone to leave where behaviour makes that necessary, including behaviour that is unsafe or abusive towards our team.

Please look after your belongings. We cannot accept responsibility for personal property left in the house, though we will always help you look.

Our responsibility to you

We will provide our services with reasonable care and skill, as the law requires. If we fail to do that, we are responsible for loss that is a foreseeable result of our failure.

We do not exclude or limit our responsibility to you where the law does not allow it: for death or personal injury caused by our negligence, for fraud, or for your statutory rights as a consumer. Those rights stand whatever these terms say.

We are not responsible for a treatment being unsuitable for a condition you did not tell us about. That is why the questions at the start matter.

This website

The text, photographs and design on this site belong to us and may not be reproduced without our permission. Some photography on the site is illustrative of the house and its rituals.

We keep the site accurate and available as far as we reasonably can, but we do not promise it will always be available or free of error. Where a page says something is being confirmed, that is what it means: it is not yet settled, and we will publish it here when it is.

Our privacy policy explains what this site does with personal data.

Complaints

If something about your visit was not right, please tell us — while you are here if you can, or afterwards if you would rather. We will listen, look into it and tell you what we find.

Write to booking@orawellness.uk. A telephone number is being confirmed and will be published on the About page.

Law

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction over any dispute arising from them.

Changes to these terms

When these terms change, the date at the top of the page changes with them. The terms that apply to your booking are the ones published when you booked.