At a glance
- You have 14 days from purchase to change your mind and receive a refund.
- Vouchers do not expire.
- You may cancel or change a booking with 48 hours’ notice.
- If you do not cancel at least 48 hours in advance or fail to attend, you forfeit the voucher and the full amount paid.
Refunds within the first 14 days
You have 14 calendar days from the purchase date to withdraw from the contract without giving a reason, under Spanish Royal Legislative Decree 1/2007 on consumer protection.
How to request it: email spa@casadelhammam.com with your order number, or call +34 627 59 68 47.
When you will receive the refund: we will refund the full amount using your original payment method within 14 calendar days of receiving your notification. Depending on your bank, it may take a few additional days to appear in your account.
Important exception: if you have redeemed the voucher and used the service within those 14 days, no refund is available. Article 103 of that Royal Legislative Decree provides this exception for services already supplied and leisure services booked for a specific date.
After 14 days
After this period no refund is due, but your voucher remains valid indefinitely because our vouchers do not expire.
If more than 365 days have passed since purchase, the rates in force at redemption apply and the full amount you paid is deducted from the updated price.
Cancelling or changing a booking
Once you have booked a date and time, you may cancel or change the appointment free of charge by giving at least 48 hours’ notice by telephone or email.
If you do not cancel at least 48 hours in advance or fail to attend, you forfeit the voucher and the full amount paid. It cannot be reused for another date or credited towards another service.
Vouchers given as gifts
If you bought the voucher as a gift, the recipient can redeem it as normal by presenting the document.
The 14-day right of withdrawal belongs to the purchaser, as the contracting party.
If we cannot honour your booking
If we need to cancel or change your appointment for reasons unrelated to you, we will offer an alternative date or, if you prefer, refund the full amount without any charge or penalty.
Complaints
Email spa@casadelhammam.com or call +34 627 59 68 47.
Official complaint forms are available to consumers at the premises. You may also use the European online dispute resolution platform: https://ec.europa.eu/consumers/odr