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General terms and conditions

You can find our terms and conditions below.

General terms and conditions

You can find our terms and conditions below.

If you conclude an open-ended contract with us (and therefore without a fixed end date), you can terminate it at any time. However, you must respect the termination rules when cancelling. This means that you must inform us by e-mail that you wish to terminate the agreement (to help@kunla.store) and that a two-month notice period applies. A fixed-term contract runs for a maximum of two years. If the fixed-term contract includes the sale of goods and/or services and it has been agreed that this contract will be tacitly renewed if you do not terminate it in time, this contract becomes an open-ended contract from the first automatic renewal. Again, you can terminate it at any time, taking into account the aforementioned termination rules and period. The deadline by which you, as a consumer, can oppose a tacit extension of the contract is 3 weeks before the anniversary of the contract in question.

 

Kunla International - Terms and conditions

Table of contents

Article 1 - Identity of the seller

Article 2 - Applicability and conditions

Article 3 - Our offer and your order

Article 4 - Consumer's right of withdrawal

Article 5 - Price

Article 6 - Payment

Article 7 - Conformity and warranty

Article 8 - Delivery and execution

Article 9 - Duration

Article 10 - Recupel

Article 11 - Force majeure

Article 12- Intellectual property

Article 13 - Complaints procedure and disputes

Article 14 - Workshops

Article 1 Identity of the seller

General data:

Company name: Kunla International

Address head office: Spinnersstraat 10, 8510 Marke - Kortrijk (no visiting address)

Email address: help@kunla.store

Ondernemingsnummer: 0771.547.502

VAT number: BE0771547502

EORI number: BE0771547502

Professional bank account number: BE04733065824331

Article 2 Applicability and conditions

  1. Our general terms and conditions apply to all our offers and to all distance contracts concluded with you as a customer. Certain conditions only apply to consumers (any natural person who acquires or uses products or services marketed exclusively for non-professional purposes) and not to companies. This is then clearly stated.

  2. We currently deliver only throughout the European Union. If you provide a delivery address in another country outside the European Union, we may refuse your order.

  3. To place an order, you must be at least 18 years old. If you are not 18, a parent or legal guardian must place your order. If we find that a minor has placed an order, we may still refuse that order.

  4. You can always find our general terms and conditions on our website. Placing an order on the website constitutes express acceptance of our general terms and conditions. This is done explicitly by ticking the appropriate box   

After placing your online order, we will also provide you with a copy of these terms and conditions together with the order confirmation (or at the latest upon delivery) in a format that you can save or print. We recommend that you always do this.

  1. If additional special terms and conditions apply in addition to these general terms and conditions, the above also applies to the special terms and conditions. Should our general terms and conditions conflict with those special terms and conditions, you, the consumer, can always invoke the text most favourable to you. Between companies, the special terms and conditions always take precedence.

Article 3 Our offer and your order

  1. If an offer has a limited validity period or is subject to certain conditions, we explicitly state this in that offer.

We always describe as fully and accurately as possible what we are selling you and how the ordering process will proceed. In any case, the description is sufficiently detailed so that you can make a good assessment of the offer. If we use images, they are a true representation of the goods and/or services on offer. To err is human. Therefore, if we have made an obvious mistake, we are not obliged to still deliver.

Each offer contains such information that it is clear to you as a customer what the rights and obligations are, which are attached to the acceptance of the offer.

  1. To purchase a product, add it to your shopping basket. Then click on checkout and you will be taken to the checkout. Here you fill in your details for invoicing, and also choose your delivery address and the method of delivery. As we currently have no physical shops, the method of delivery is always shipment to the address you provide. At the next step, you will get another overview of your order. At the last step, payment, you choose the way you wish to pay, and also agree to these terms and conditions. By pressing the "pay" button you finalise your order, and you are deemed to be aware that this involves a payment obligation.

  2. The agreement between us is only concluded once we confirm your order by email and once we have received approval from the card issuer for your payment transaction. If your card issuer refuses to agree to your payment to us, we cannot be held responsible for delays in delivery and/or non-delivery of your order. Orders without valid payment in the name of the registered cardholder will not be accepted or processed.

Article 4 Consumer's right of withdrawal

  1. If you buy goods or services from us as a consumer, you have 30 days to decide that you do not want to keep the goods or services. This 30-day period starts from delivery (for the purchase of goods) or from the conclusion of the contract (for the purchase of services). You can then return your order, without paying any compensation and without having to give a reason (you pay the shipping costs for this yourself).

For companies, this right of withdrawal does not apply.

  1. If, as a consumer, you wish to exercise your right of withdrawal, you must notify us within the withdrawal period using the model withdrawal form or in another unambiguous manner.

As soon as possible, but at least within 14 days after you have informed us that you wish to withdraw from the contract, you must then return the product to us.

You can return the goods via post or courier. You will bear the cost of returning the goods. We will indicate the cost of this (or make an estimate, if this cannot be reasonably calculated in advance). If it is impossible to return the goods by post, you are responsible for transporting the goods to the address where we process them.

For more information on the returns procedure, what can and cannot be returned, refunds and what to expect, please refer to our return policy.

  1. We will refund you the full purchase price within 14 days after we receive your order back or after you prove that you have returned the product, whichever comes first.

  2. The refund includes the delivery costs, unless you chose a different delivery method than the cheapest standard delivery offered by us when you placed your order.

  3. The refund will be made by the same means of payment as you used to pay for the goods. The refund can only be made by another means of payment, with your written consent. The refund is free of charge for the consumer.

  4. During the cooling-off period after delivery, we expect you to handle the product and its packaging with care. If you still wish to return the goods, you may only unpack or use them to the extent necessary to assess whether you wish to keep the good (as you might do in a shop). For example, returned goods may be fitted but not used. If you return the goods, this must be done with all delivered accessories, in their original condition, if possible together with the original packaging, and taking into account our instructions.

  5. If you go beyond what was necessary to assess the properties of the goods and the good is reduced in value as a result, we may apply a proportionate reduction in value when refunding.

The following goods are excluded from return without any rebuttal:

  • Delivered goods manufactured to the consumer's specifications, or clearly intended for a specific person.

  • Goods that may spoil, or have a limited shelf life.

  • Sealed goods, which have been opened after delivery and cannot be returned for reasons of health protection or hygiene.

  • The delivered goods have been irrevocably mixed with other products after delivery.

  • Digital downloads, the downloading or making available started with the express consent of the consumer and immediately takes place on a physical or digital medium.

  1. To exercise your right of withdrawal quickly and correctly, please complete the form below and send it to help@kunla.store. You can also send an email to help@kunla.store, indicating the details below. We will send you an e-mail confirming receipt of your revocation. If you have not received a confirmation after 48 hours be sure to contact us again, as something has gone wrong.

MODEL WITHDRAWAL FORM

Only complete and return this form if you wish to revoke the agreement.

(*) Delete where not applicable.

- To Kunla International, Spinnersstraat 10, 8510 Marke - Kortrijk (no visiting address), with mail address help@kunla.store:

- I/We (*) hereby inform(*) you that I/We (*) revoke(*) our contract of sale of the following goods/provision of the following service (*)

- Ordered on (*)/Received on (*): ............................................................................................

- Name(s) of consumer(s): ...............................................................................................

- Consumer address(es): .............................................................................................................

- Signature of consumer(s) (only if this form is submitted on paper)

- Date: .....................................................................................................................................

Article 5 Price

  1. During the period stated in our offer, we do not change our prices, except for price changes due to changes in VAT rates.

  2. Our prices include all taxes, VAT, duties and services. So you will never face any surprises.

  3. However, we may decide to charge shipping costs on top of the purchase price. In that case, we will always notify you before you finalise your order.

Article 6 Payment

  1. We can only accept payment via the payment modules on our website.

  2. Currently, we accept Bancontact, Visa, Mastercard/Maestro, Kunla credit/gift cards, Paypal, Ideal and Sofort.

  3. To ensure safe online payment and the security of your personal data, we use SSL technology. SSL ensures that your transaction data is encrypted and rendered unreadable when sent over the Internet. You do not need any special software to pay using SSL. You will recognise a secure SSL connection by the "lock" in the lower status bar of your browser.

Article 7 Compliance and warranty

  1. We guarantee that our goods conform to your order and meet the normal expectations you may have of them, taking into account the specifications of the product. Of course, we also guarantee that our goods comply with all legal regulations as they exist at the time of your order.

  2. If the delivered goods do not conform to your order, as a consumer you are entitled to the statutory two-year guarantee. This means that if you discover a hidden defect or fault within two years of delivery, you can have it repaired or replaced by us free of charge.

This guarantee does not apply to companies. In that case, the legal rules on hidden defects apply.

  1. As far as possible and reasonable, as a consumer you have the choice between repair or replacement. Only if the cost of repair or replacement is excessive or impossible, or cannot be carried out within a reasonable time, do you have the right to demand a price reduction or the dissolution of the contract.

  2. If the defect or fault manifests itself within the 2-year warranty period, it is deemed to have already existed before delivery, unless we as the seller can prove otherwise.

Article 8 Delivery and execution

  1. All goods and services will be delivered via postal parcel to the address you have indicated when placing your order.

  2. If items are in stock, the delivery time is 30 days maximum. You can see the estimated delivery time for each product on the product page. If an item is not in stock, you can see with the product how long we estimate it will take to get it to you. This time estimate includes production time we need to have the product made and delivered to our warehouse, through to the time it takes to ship and deliver the product to you. These times are calculated with geographical area Belgium in mind. After your order, we will keep you informed of the expected delivery time and we will deliver the product to you as soon as possible.

  3. The above delivery period (Article 8, point 2) is valid unless a different delivery period was indicated for the order. Depending on the circumstances, the product may not be able to be delivered within the delivery period.

If we cannot deliver on time, we will always notify you before the expiry of the scheduled delivery period. We will then agree a new delivery date with you. If we do not meet this second deadline either, you are entitled to a refund in kunla credits/gift cards or in cash for the amount you paid including your shipping costs.

With regard to companies, the specified delivery deadlines shall apply as mere means commitments on our part. We shall not be liable in case of late delivery, except if the late delivery is due solely to our wilful, fraudulent or gross negligence.

  1. Deliveries are made on working days only, from Mondays to Fridays. The last delivery will be given to the delivery driver at 11.00 in the morning, time zone Brussels, Belgium. Orders placed after this time will be processed the following day.

  2. How the delivery process takes shape depends on the courier in question. You can track your shipment at any time in your My Kunla zone, or at the following link: https://tracking.eu-central-1-0.sendcloud.sc/

  3. Our shipments are always made at our risk. So you don't have to worry about goods getting lost or damaged in the post. However, if you return goods to us within 14 days of purchase because you prefer not to keep them (see article 4), you are responsible for transporting them back to us.

  4. Visible defects should be reported as soon as possible and certainly within 3 days of delivery. Take a photo of the defect, and send the photo with an explanation to help@kunla.store. Then we will look together for a solution.

When we talk about visible defects, we think for example of goods that were damaged in transit, do not match the items listed on the delivery note or do not match the items you had ordered.

  1. We are not responsible for any consequential damages due to late delivery or non-delivery by our carrier. In any case, our liability is limited to the value of the items you prove you did not receive.

Article 9 Duration

  1. If you have concluded an open-ended contract with us (i.e. without a fixed end date), you can terminate it at any time. However, you must respect the termination rules when cancelling. This means that you must inform us by e-mail that you wish to terminate the agreement (to help@kunla.store) and that a two-month notice period applies.

  2. A fixed-term contract runs for a maximum of two years.

  3. Does the fixed-term agreement include the sale of goods and/or servicesand it has been agreed that this agreement will be tacitly renewed if you do not terminate it in time, then this agreement becomes an open-ended agreement from the first automatic renewal. Here again, you can terminate it at any time, taking into account the aforementioned termination rules and term.

Article 10 Recupel

  1. We comply with all legal obligations regarding the disposal of waste batteries and electrical and electronic equipment. We (and our partners) ensure that batteries and electronic devices sold by us are properly taken back and processed.

  2. We stress that electrical and electronic devices and batteries that are obsolete, broken or at the end of their life must not be thrown in the rubbish bin or in the municipality's selective sorting bins. This prohibition is indicated on the products themselves by the crossed-out rubbish bin symbol. The purpose of these regulations is to reduce the waste of raw materials and to protect the environment and human health by preventing the dispersion into nature of substances contained in certain appliances.

  3. You have the option of dropping off this waste at a suitable collection point.

Article 11 Force majeure

  1. In case of force majeure, we are not obliged to fulfil our contractual obligations. In this case, we can either suspend our obligations for the duration of the force majeure situation or dissolve the contract definitively. As this is a case of force majeure, we do not owe you any damages in this respect.

  2. Force majeure is any circumstance beyond our will and control that prevents the performance of our obligations in whole or in part. By this we mean, inter alia, strikes, fire, operational failures, energy failures, failures in a (telecommunication) network or connection or communication systems used and/or the unavailability of our website at any time, non-delivery or non-timely delivery of suppliers or other third parties engaged, ...

Article 12 Intellectual property

  1. Our website, logos, texts, photos, names and all our communications in general are protected by intellectual property rights vested either in us, our suppliers or other rights holders.

The purchase of a product on our website does not transfer the intellectual property right vested in that product (unless expressly provided otherwise).

  1. You are prohibited from using and/or modifying the intellectual property rights described in this article. For example, you may not copy or reproduce drawings, photos names, texts, logos colour combination, etc ... without our prior and express written consent.

 

Article 13 Complaints procedure and disputes

  1. Of course, we always hope that all our customers are 100% satisfied. If you should nevertheless have any complaints about our services, you can put that complaint to us by notifying us via mail at help@kunla.store. We make every effort to address your complaint within 7 working days and propose an appropriate solution to resolve the problem.

  2. All agreements we conclude with our customers, regardless of their place of residence, are governed exclusively by Belgian law. If for reasons of international law another law does apply, the interpretation of these general terms and conditions will primarily refer to the Belgian Market Practices and Consumer Protection Act as contained in the Economic Law Code.

  3. In case of disputes, only the competent Belgian courts have jurisdiction.

  4. As a consumer, you also have the option of resolving the dispute out of court. You can contact the Federal Government's Consumer Ombudsman Service for this purpose. It is authorised to receive any request for out-of-court settlement of consumer disputes. It will in turn either handle the application itself or forward it to a qualified entity.

  5. In the case of disputes of a cross-border nature, you can also use the European Union's Online Dispute Resolution platform.

Article 14: Workshops

Kunla also runs paying workshops. Once you book a workshop, the booking is final. If the cancellation comes from your side, the right of withdrawal mentioned above does not apply and there can never be a refund of monies paid. Cancellations should always be made in writing, via email and the cancellation should be confirmed by Kunla. This applies to both business, and private customers.

This is because we purchase our raw materials and so on for these workshops well in advance, specifically for the workshops in question. As places are limited, we cannot offer your booked place to anyone else. Sometimes speakers are booked, or we work with other partners, who then also have to rearrange their entire schedule, and costs are already incurred.

Of course, it is always possible that you cannot attend the workshop due to a force majeure situation. In that case, please contact help@kunla.store and we will look for a solution so you can attend a workshop at another time, or an alternative of this workshop, or you can get a gift certificate to spend in our shop or for booking a new workshop or purchasing other Kunla products (not applicable to gift certificates).

If the workshop is cancelled due to force majeure (non-exhaustive list is: covid, disasters, fire at the venue, storm damage,...) or any other fault from Kunla, then Article 14 also applies.

Kunla accepts no liability for personal injury, or damage to participants' property, nor any liability as a result of events during the activity.

Article 15: Treatments and house rules of Kunla City Spas

Booking

Reservations can be made at Kunla physically at the City Spa during opening hours, or by phone or online via the ordering and booking modules. If we cannot be reached by phone, we recommend visiting us physically or booking an appointment online.

Hygiene

At Kunla, we value safety and hygiene. All tools are thoroughly cleaned after use and we use new towels for every customer. We therefore expect our clients to pay attention to their basic hygiene. We therefore also ask all our clients if possible to take a shower or wash themselves, prior to treatment. We also prefer not to see sweat odours, stained clothes, etc. If we feel that the treatment cannot go ahead due to hygiene, we may cancel the treatment without refund. You may then choose products corresponding to the amount of your booked treatment.

Punctuality and tardiness

We maintain a tight schedule at the City Spa to give everyone a chance to enjoy a relaxing wellness moment. Therefore, we expect you to be present in the City Spa shortly (e.g. 15 min) before your appointment starts, so as not to interfere with the daily schedule. If you are more than 15 min late for your appointment, your treatment will be shortened, and continued without refunding the treatment. If the treatment is too short to shorten, we will cancel the treatment without refund. You may then choose products corresponding to the amount of your treatment.

Cancellation

If you have booked a treatment appointment with us and need to cancel it for any reason, please let us know as soon as possible via email. Cancellations can be made up to 7 days in advance free of charge. This gives us enough time to reopen the moments and fill them with other customers. Otherwise we will not be able to give your spot to someone else and someone else will miss out on a wellness moment. Cancellation less than 7 days in advance does not entitle you to a refund of the money paid, but you may choose products worth your treatments. If you are more than 15 minutes late for your appointment, your treatment will be shortened, and continued without refunding the treatment. If the treatment is too short to shorten, we will cancel the treatment without refund. You may then choose products corresponding to the amount of your treatment. A cancellation is only valid at the email address help@kunla.store and after written confirmation via email by Kunla. In case of non-valid cancellations, the above still applies.

Clothing

Underwear is worn at all treatments at Kunla City Spa for both ladies and gentlemen. For the ladies, they will be asked to loosen and/or remove bra (e.g. during experiences or massages) to ensure the smooth performance of treatments.

Illness and or verbal/physical aggression

If you are ill, we ask you to stay at home. First and foremost for yourself, as you will not be able to fully enjoy the treatment. But obviously also for the practitioners, staff, and other clients present. Contact us in time to reschedule the appointment more than 7 days in advance, when rescheduling less than 7 days, the rules under the heading "cancellation" apply. If you are clearly under the influence of alcohol or other substances, you will be denied access to the city spa, with no right to a refund. Physical and or verbal aggression towards kunla city spa staff or other customers will not be tolerated and if necessary the authorities will be notified.

Liability, obligation of result and claims for damages

Under no circumstances can Kunla be held liable for damages and/or injuries resulting from the concealment of medical information such as in the following, non-exhaustive enumeration: physical and/or mental illnesses, pregnancy, injuries, use of medication,... Kunla City Spa's liability shall at all times be limited to any direct damages (whereby indirect damages and consequential damages can never lead to the payment of compensation) and to the amount its liability insurance pays out, if any. In the absence of any insurance payment, the amount is limited to the amount paid by the client for the treatment or product to which the damage is attributable. Kunla assumes a best-efforts obligation. This means that we do everything within the limits of what is possible and responsible and that we make every effort to achieve an optimal result together with the customer using the treatments and products. Kunla is therefore expressly not subject to a result commitment, no rights or refunds can be enforced on results (or lack thereof in the opinion of the client).

Loss and/or damage to personal property

Kunla is not responsible for the loss, damage or theft to or of personal property of the clients or their companions during the treatment, or within the premises of the City Spa.

Payments

Payment at the City Spa can be made by cash or the most common bank cards, or by payconiq by contact. You can also pay with Kunla gift cards (gift card amount cannot be used online, and must be spent in 1 time). When booking an appointment online, you first buy and pay for your treatment by placing the product in your shopping basket and checkout and then make an appointment in our booking module. Only through this procedure, the appointment is final.

Smoking 

The Kunla City Spa and the area around it is a strictly smoke-free zone.

Wheelchair accessible

The Kunla City Spa is not wheelchair accessible. We would love to be able to offer everyone a wellness moment, but the facilities do not lend themselves to accommodate wheelchair users in comfort and safety.

Pets

Pets are not allowed for hygiene and safety reasons with the exception of guide dogs. 

Minimum age for treatments and rules around children

The minimum age for treatment at the Kunla City Spa is 18 years. Children are not allowed in the City spa for safety and hygiene reasons. 

Food and drink

For hygiene and safety reasons, food and drinks are not allowed in the City Spa. Before or after the treatment, you can get a free drink from us if you wish, this can of course be consumed. 

Erotic advances

At the Kunla City Spa, only treatments are given WITHOUT erotic insertion. Even the massages are NOT erotic massages. If there are any advances, the treatment will be stopped immediately, you will be expelled from the City Spa, with no refund of the treatment, no right to choose products and you will be blacklisted from booking future appointments.

General terms and conditions 

By booking a treatment, whether live in the shop, by phone or online, you immediately and automatically agree to the terms and conditions and these house rules.

Fellow customers and or other persons

Each appointment is for 1 person, as our facilities do not allow to accommodate multiple people comfortably and safely. Therefore, please come alone.