Terms and Conditions

1.Introduction and Scope

These Terms and Conditions (“Terms”) govern bookings and the provision of wellness and massage services by Bonsai Thai Massage (“Salon”) and the sale of gift vouchers. Section 27 also applies to online voucher sales.

The Terms form part of the contract where the client had an opportunity to review them before entering into the contract and they were duly incorporated into it. Statutory consumer rights prevail over any provisions that derogate from them to the consumer’s detriment.

2.Definitions

“Salon” — Bonsai Thai Massage, operated by the company identified in Section 3, with premises in Prague 7 – Holešovice.

“Client” — an individual who books, pays for, or receives a service from the Salon.

“Buyer” — a person purchasing a gift voucher; the buyer need not be its holder or the recipient of the service.

“Consumer” — an individual acting outside their business activity or independent professional practice.

“Booking” — an appointment made through Noona, other booking platforms offered by the Salon, the websites bonsaithaimassage.com, bonsaitm.com, bonsaithajskemasaze.cz or bonsaimasaze.cz, or by telephone, email, messaging, or in person.

“Service” — a Thai or other massage, wellness treatment, or package offered by the Salon.

“Voucher” — a gift voucher entitling its holder to receive the service specified on it during its validity period.

3.Business Identification

Operator and seller: Bonsai Thajské Masáže s.r.o.

Company identification number (IČO): 22632344. The company is not a VAT payer.

Registered office: Osadní 869/32, 170 00 Prague 7 – Holešovice, Czech Republic. Premises: Dělnická 411/23, 170 00 Prague 7 – Holešovice. Registered in the Commercial Register kept by the Municipal Court in Prague, section C, insert 419350.

Email: info@bonsaimasaze.cz. Telephone: +420 728 806 846.

The supervising consumer-protection authority is the Czech Trade Inspection Authority.

4.Booking and Appointment Policy

4.1. Bookings are subject to availability and confirmation by the Salon.

4.2. Clients must provide accurate and complete details necessary for the booking. If incorrect details prevent verification or performance, the Salon will request a correction where possible; cancellation does not automatically result in forfeiture of payment. Any claims are assessed under these Terms and applicable law.

4.3. Transferring a booking to another person requires the Salon’s prior approval, in particular to ensure service suitability and accurate details.

4.4. The Salon may require a deposit or prepayment. The amount and payment conditions will be communicated before the booking is confirmed.

5.Prices and Payment

5.1. The current price list is published at the premises and on the website. Prices are final; the Salon is not a VAT payer. The price of the particular service is communicated before the contract is concluded.

5.2. Unless prepayment is agreed, payment is due when the service is provided. The Salon accepts cash, payment cards, and bank transfers; online vouchers are paid for under Section 27.

5.3. If an amount due remains unpaid, the Salon may issue an invoice payable within 14 days of issue.

6.Cancellation, Rescheduling, and No-Show Policy

6.1. Clients may cancel or reschedule free of charge no later than 8 hours before the scheduled start.

6.2. Cancellation or rescheduling less than 8 hours before the start is treated as late cancellation.

6.3. Failure to attend without notice, or arrival more than 15 minutes late without prior communication, may be treated as a no-show.

6.4. For a cancellation or reschedule made less than 8 hours and at least 4 hours before the start, the Salon may claim a lump-sum settlement of 50% of the price of the booked service. For a cancellation made less than 4 hours before the start, and for a no-show without any notice, the lump sum is 100% of the price. The lump sum reflects that the appointment was held exclusively for the client and was not offered to anyone else for that time. Where the appointment is taken by another client, the Salon does not apply the settlement. The rates above are an upper limit of the claim, not a fixed amount. The client may show that the actual loss was lower; this does not affect the Salon’s duty to substantiate the grounds of its claim where the law requires it. The Salon is not obliged to claim the settlement.

6.5. A deposit or prepayment will be credited against a justified claim; any remaining balance will be refunded without undue delay. Where the service was paid for with a gift voucher, article 9.6 applies. If no prepayment was made, the Salon will explain the basis and amount of its claim and may issue an invoice payable within 14 days.

6.6. These cancellation rules do not restrict the consumer’s statutory right of withdrawal. The exception under § 1837 písm. j) of the Czech Civil Code applies only if the particular contract meets all statutory requirements; merely setting an appointment time does not exclude withdrawal rights in every case. Section 27 applies to online purchases of vouchers without a fixed service date.

6.7. The Salon may take serious illness, injury, or other exceptional circumstances into account. The client should report these as soon as possible and should not send complete medical records unless necessary. Statutory objections are not restricted by a deadline for requesting a goodwill arrangement.

7.Late Arrival

7.1. If the client arrives late, the service may end at the original finish time to avoid disrupting subsequent bookings.

7.2. If the shorter session results from the client’s late arrival and the Salon was ready to perform properly, the agreed price remains payable, without prejudice to statutory rights.

7.3. Section 6.3 may apply to arrival more than 15 minutes late without notice; any claim is governed by Section 6.4.

8.Non-Payment and Legal Remedies

8.1. The Salon may charge statutory default interest on overdue amounts from the day following the due date.

8.2. The Salon may assign a justified claim or pursue it in court. Clients are liable for collection and proceedings costs only to the extent that reimbursement is provided for by law or ordered by a competent authority.

8.3. Repeated non-payment, proven fraud, or serious breaches of the Terms may justify refusal of future services in accordance with the law.

9.Gift Vouchers and Promotions

9.1. Vouchers cannot be exchanged for cash. This does not affect withdrawal rights, rights arising from defective performance, or other statutory refund claims. Section 27 applies to online purchases.

9.2. Unless expressly stated otherwise before purchase and on the voucher, vouchers are valid for 12 months from issue. The service must be provided no later than the expiry date shown; merely booking a later appointment does not extend validity. After expiry the voucher cannot be redeemed and is not automatically extended. Expiry alone does not entitle the holder or buyer to a refund. Statutory claims remain unaffected, particularly where the Salon prevented proper use.

9.3. If a voucher is lost, stolen, or damaged, the Salon will verify purchase and redemption status using proof of purchase, an order number, or other reliable details. Where verification is possible, it may reissue the voucher and invalidate the original code.

9.4. Promotions are subject to conditions disclosed before purchase and cannot be combined unless stated otherwise.

9.5. When booking an appointment against a gift voucher, the client must state the voucher code in the booking note. Without it the booking cannot be matched to the voucher and the Salon may treat it as an ordinary booking payable on site.

9.6. A booking reserves the appointment exclusively for the client, and the Salon does not offer it to anyone else for that time. Where a late cancellation or a no-show gives rise to a claim under article 6.4 and the service was paid for with a voucher, that claim may be settled by reducing the remaining value of the voucher, by no more than the amount of the justified claim. Where the remaining value exceeds that claim, the difference stays available to the client for the rest of the voucher’s validity and may be put towards another service, paying the difference. The Salon applies the reduction with the person who made the booking and informs them of its basis and amount. Where the appointment is taken by another client, the value of the voucher is not reduced.

9.7. Article 9.6 does not apply where the Salon cancelled the appointment. Where the Salon decides under article 6.7 to take exceptional circumstances into account, article 9.6 likewise does not apply.

9.8. The Salon issues vouchers either for a specific service or for an amount of money. An amount voucher may be used gradually and across several visits. Where the remaining balance does not cover the full price of the chosen service, the difference may be paid in cash or by card. The balance can be used throughout the voucher’s validity under article 9.2; the same validity applies to both kinds of voucher.

10.Health Disclosure and Contraindications

10.1. Before the service, the client should report known circumstances relevant to safety, particularly contraindications, pregnancy, injuries, or allergies. Disclosure may be written or verbal. The Salon will also take account of information provided at check-in or during treatment.

10.2. Written disclosure is recommended for communicating necessary information but is not a condition for taking it into account. Clients should not send extensive medical records or detailed diagnoses in ordinary booking notes unless necessary.

10.3. Relevant circumstances may include:

• Pregnancy or suspected pregnancy at any stage
• Recent surgery, injury, fracture, or an unhealed wound within the last 6 months
• Infectious, contagious, or undiagnosed skin conditions
• Cardiovascular conditions, including heart disease, high or low blood pressure, and pacemakers
• Thrombosis, embolism, varicose veins, or other circulatory disorders
• Cancer, tumours, or ongoing oncological treatment
• Diabetes, epilepsy, or other neurological conditions
• Autoimmune or inflammatory conditions in an active phase
• Osteoporosis, serious joint conditions, or recent spinal problems
• Allergies to oils, fragrances, latex, or products used
• Use of anticoagulants or other medication that may affect treatment
• Any condition for which a doctor has advised against massage or physical manipulation

10.4. Any contribution by the client to harm is assessed under applicable law and the particular circumstances. Non-disclosure does not in itself exclude the Salon’s liability or transfer all risk to the client.

10.5. The Salon may refuse, modify, or stop a service for safety reasons. Payment and any compensation are assessed according to performance provided, the cause, and applicable law; the full price of an unprovided service is not automatically payable.

10.6. Services are provided for wellness and relaxation, are not healthcare, and do not replace medical diagnosis, treatment, or advice. Clients who are unsure whether massage is suitable should consult a doctor.

11.Injuries, Incidents, and Complaints Procedure

11.1. Clients should report pain, discomfort, or an unusual reaction to the therapist as soon as possible so that treatment can be adjusted or stopped.

11.2. To facilitate resolution, we recommend reporting problems during treatment or before leaving. Failure to follow this recommendation does not extinguish or restrict statutory rights.

11.3. Complaints may be submitted at the premises, at the registered office, or by email to info@bonsaimasaze.cz. Clients should provide identification and contact details, identify the service or voucher, describe the defect, and state the remedy requested. Available evidence may be attached but is not an automatic condition for accepting a complaint.

11.4. For an alleged injury, the Salon may offer a medical examination at its expense. The client retains freedom to choose healthcare. Declining the offer does not in itself result in rejection of the complaint.

11.5. Complaints and claims for harm are assessed under applicable law, not a contractual 24-hour deadline. Later reporting does not in itself create a presumption that symptoms are unrelated to the service.

11.6. The Salon will issue an acknowledgement stating the complaint date, its substance, the remedy requested, and contact details for notification. The complaint, including remedying any defect, will be resolved and the consumer notified within 30 days unless a longer period is agreed with the consumer. The Salon will also issue confirmation of the resolution date and method, or written reasons for rejection. Rights arising from failure to meet the deadline are governed by law.

11.7. A rejected or repeated complaint does not in itself constitute abuse. Proven fraud may be addressed through lawful means. These Terms do not restrict rights arising from defective performance.

12.Client Conduct and Right of Refusal

12.1. Clients must treat staff, other clients, and Salon property respectfully.

12.2. All services are professional and non-sexual. Requests for sexual services, inappropriate touching, sexual harassment, or other serious misconduct may lead to immediate termination, refusal of future services, and, where appropriate, referral to the authorities.

12.3. The Salon may refuse or stop a service, particularly in cases of intoxication, aggression, threats, infectious symptoms, or serious breaches of the Terms or hygiene requirements. Reasons must not be discriminatory. Payment for performance provided and any loss are assessed under applicable law; the entire payment is not automatically forfeited.

13.Hygiene Requirements

13.1. Clients should attend in a reasonable state of personal hygiene; showering before the visit is recommended.

13.2. Clients with infectious skin conditions, open wounds, tattoos less than 4 weeks old, fever, or contagious symptoms should contact the Salon to discuss rescheduling or suitability.

13.3. The Salon complies with applicable hygiene rules, particularly Act No. 258/2000 Sb. Used linens and towels are changed between clients; disposable items are not reused. Treatment surfaces and equipment are cleaned and disinfected as necessary.

13.4. If service must be refused for hygiene reasons, payment and any claims are assessed under Section 12.3.

14.Minors and Accompanying Persons

14.1. Clients under 18 may receive services only with written consent from a parent or legal guardian. The representative must be present at check-in and may be asked to remain on the premises during treatment.

14.2. Children must not be left unattended. Accompanying persons not receiving a service generally remain in reception unless otherwise agreed.

15.Photography and Recording

15.1. Photographing or recording staff, other clients, or treatments requires prior consent from the persons concerned and the Salon. Statutory exceptions for protecting rights remain unaffected and must be exercised proportionately and with respect for privacy.

15.2. The Salon will not photograph or record clients for promotional purposes without their separate voluntary consent.

16.Personal Belongings and Valuables

16.1. Clients are advised not to bring unnecessary valuables and to leave belongings in designated places. The Salon is liable for loss or damage to belongings to the extent provided by law, particularly § 2945 of the Czech Civil Code where its conditions are met.

16.2. Use of a locker or storage area does not exclude statutory liability. Clients should report loss without undue delay; statutory claim deadlines remain applicable.

17.Liability

17.1. The Salon provides services with professional care for wellness and relaxation but does not guarantee a particular medical or therapeutic outcome.

17.2. Liability for harm is governed by applicable law and is not generally capped at the price paid for a service.

17.3. These Terms do not exclude statutory claims for compensation for material or non-material harm where their legal requirements are met.

17.4. No provision excludes or limits compensation for harm to health or other natural rights, harm caused intentionally or through gross negligence, or the rights of a weaker party contrary to § 2898 of the Czech Civil Code.

18.Privacy and Data Protection

18.1. The company identified in Section 3 is the data controller. It processes data under the GDPR and Act No. 110/2019 Sb.

18.2. Contact and booking details and voucher-order details, including necessary dedication text, are used to conclude and perform the contract under Article 6(1)(b) GDPR. Statutory record-keeping is based on Article 6(1)(c); necessary protection of rights on legitimate interests under point (f). Consent-based marketing is governed by point (a).

18.3. Health data is limited to information necessary for safety. The Salon is not a healthcare provider and does not automatically rely on Article 9(2)(h) GDPR for routine storage of health information. If recording such data on the basis of consent is necessary, separate explicit consent under Article 9(2)(a) is obtained in advance; data necessary for establishing, exercising, or defending legal claims may be processed under point (f). Acceptance of these Terms does not constitute explicit consent to processing health data.

18.4. Bookings are managed through Noona. Details of purposes, recipients, retention, and rights are in the Privacy Policy.

19.Force Majeure

If an exceptional obstacle prevents performance, the Salon will inform the client and offer an alternative appointment or refund payment for performance not provided if the client declines the alternative. Any exemption from liability for loss is assessed under statutory requirements, particularly § 2913 of the Czech Civil Code; an ordinary operational difficulty is not automatically force majeure.

20.Changes to Appointments by the Salon

If the Salon needs to change or cancel a booking, it will inform the client as soon as possible. An alternative appointment requires the client’s agreement. If the client declines, the Salon will refund payment for the unprovided service without undue delay. If payment was by voucher, the ability to redeem it will be restored; where the Salon prevented redemption during validity, appropriate remediation or a refund will be offered in accordance with the law. Other statutory claims remain unaffected.

21.Amendments to These Terms

21.1. The Salon may amend the Terms for future contracts. Both bookings and voucher purchases are governed by the version duly incorporated when the contract was concluded. Later amendments do not automatically apply to existing contracts.

21.2. The current version is published online with its update date. Consumers receive confirmation of a distance contract and the relevant information in textual form as required by law.

22.Out-of-Court Dispute Resolution

Consumers may request out-of-court resolution of a contractual dispute with the Salon through the Czech Trade Inspection Authority. Before filing, the consumer should first attempt to resolve the dispute directly with the Salon. A request may be filed no later than one year after the consumer first asserted the disputed right with the Salon.

Czech Trade Inspection Authority, Central Inspectorate – ADR Department, Gorazdova 1969/24, 120 00 Prague 2, Czech Republic.

Email: adr@coi.gov.cz. Website: ADR information.

The right to bring proceedings before a court remains unaffected.

23.Governing Law and Jurisdiction

Contracts are governed by Czech law. This choice does not deprive consumers of protection afforded by mandatory provisions of the law applicable in the absence of that choice. Court jurisdiction is determined by applicable law; statutory consumer-protection rules are not excluded.

24.Severability

Invalidity or ineffectiveness of a provision does not affect the others where the contract can continue without it. Applicable law governs the resulting situation. An unfair consumer term is not automatically replaced by another term preserving the same detrimental effect.

25.Language Versions

These Terms are issued in Czech and English. In the event of a discrepancy, the Czech version prevails, without prejudice to mandatory consumer rights and the requirement of clarity. The Czech version is available on the Czech Terms and Conditions page.

26.Acceptance of Terms

Before entering into a contract, the client has an opportunity to review the Terms and save or print them. Acceptance of the Terms is not consent to marketing or processing health data and does not replace any separate explicit consent required by law.

27.Online Sale of Gift Vouchers

27.1. This section governs online voucher purchases through the Salon’s website as distance contracts under § 1820 and subsequent provisions of the Czech Civil Code. For such purchases it prevails over conflicting sections.

27.2. The purchase concerns a voucher for the specific service selected in the order. The electronic voucher is delivered as a PDF; this delivery method does not in itself turn it into standalone digital content without withdrawal rights. It can be redeemed at the Salon during its validity period.

27.3. The buyer selects the service, reviews the final price and validity, and enters the required details and any dedication. Details can be corrected before submission. The order is submitted using a button unambiguously indicating an obligation to pay. The contract is concluded when payment is credited. The Salon confirms conclusion by email and provides order confirmation, the agreed Terms, and withdrawal information and form in textual form that can be retained.

27.4. The displayed price of the ordered service is final. The Salon is not a VAT payer. There is no additional charge for electronic delivery.

27.5. Online payment is made through GoPay. Available methods, such as cards, Apple Pay, Google Pay, or bank payment, are shown in the payment interface. The Salon does not store complete payment-card details.

27.6. The voucher is sent to the email address in the order after successful payment confirmation, usually within a few minutes. If it has not arrived within 24 hours, contact info@bonsaimasaze.cz. Electronic delivery is free. Statutory rights in the event of non-delivery remain unaffected.

27.7. Consumers may withdraw without giving a reason within 14 days of conclusion of the contract. The period starts on the following day. Section 27.9 governs services received during that period. Rights arising from missing or incorrect withdrawal information are governed by law.

27.8. Withdrawal may be communicated by an unequivocal statement to info@bonsaimasaze.cz or the company address in Section 3. The form in the annex may be used but is not mandatory. An order number or voucher code is recommended to identify the purchase; their absence does not itself invalidate withdrawal where the contract can be identified otherwise. Sending the statement before expiry of the period is sufficient. The Salon will refund payments received without undue delay and no later than 14 days after being informed of withdrawal, using the original payment method unless the consumer expressly agrees to another method that causes no additional costs. The withdrawn voucher will be invalidated. Any statutory charge for performance provided is governed by Section 27.9.

27.9. Delivery of the voucher or booking an appointment does not in itself cancel the right to withdraw. Where the service is to be provided against the voucher before the withdrawal period expires, the Salon first obtains an express request to begin performance within that period and gives prior notice that the right to withdraw ends once the service has been provided in full. Without that request and notice the right to withdraw continues. The right ends after full performance only where the conditions of § 1837(a) of the Czech Civil Code are met. Where the service was provided only in part and the buyer then withdraws, the proportionate payment is governed by § 1834 and § 1836 of the Czech Civil Code. The party to the voucher contract, and the holder of the right to withdraw, is the buyer; where a different person receives the service, their conduct does not in itself replace the request and notice under this paragraph.

27.10. Vouchers are valid for 12 months from issue unless expressly stated otherwise before purchase and on the voucher. The expiry date is shown on the voucher. The service must take place by that date; merely booking a later appointment is insufficient. After expiry, the voucher cannot be redeemed, is not automatically extended, and expiry alone does not give rise to a refund. Statutory claims remain unaffected, particularly if the Salon prevented use.

27.11. Rights arising from defective performance are not restricted. Complaints may be submitted to info@bonsaimasaze.cz, at the premises, or at the registered office under Section 11, including for an incorrect or undelivered voucher.

27.12. Consumers may use out-of-court dispute resolution through the Czech Trade Inspection Authority under Section 22.

27.13. Order details, particularly name, email address, telephone number, and any dedication, are processed to issue, deliver, and record the voucher. Buyers must not include another person’s sensitive data in the dedication. Legal bases and further information are provided in Section 18 and the Privacy Policy.

Annex — model withdrawal form

Complete and return this form only if you wish to withdraw from the contract. It may be sent by email or post; its use is not mandatory.

To: Bonsai Thajské Masáže s.r.o., Dělnická 411/23, 170 00 Prague 7 – Holešovice, Czech Republic, info@bonsaimasaze.cz, telephone +420 728 806 846.

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract for the provision of the following service / purchase of the following gift voucher (*):

• Description of service or voucher: ____________________
• Order / contract conclusion date: ____________________
• Order number or voucher code, if known: ____________________
• Name of consumer(s): ____________________
• Address of consumer(s): ____________________
• Contact email (optional): ____________________
• Signature of consumer(s) (only for a paper submission): ____________________
• Date: ____________________

(*) Delete as appropriate.