General Terms and Conditions

1. General Terms and Conditions

The following General Terms and Conditions (“GTC”) apply to all contracts and services between NOUAÉ e.U. (hereinafter referred to as the “Contractor”) and the customer (hereinafter referred to as the “Client”) in the areas of cosmetics, hair removal, as well as ancillary services and product sales provided at the Contractor’s business premises. The version of the General Terms and Conditions valid at the time the contract is concluded shall apply.

The Contractor performs all services to the best of their knowledge and belief, and in accordance with the latest industry standards. Legal transactions between the Contractor and the Client that are not covered by these GTC require a separate written agreement. Oral side agreements shall be ineffective. Only the Contractor’s GTC shall apply; any other terms and conditions are excluded.

2. Conclusion of Contract

All service and product offers are non-binding. Reasonable changes remain reserved.

• By arranging an appointment for a service, the Client declares the binding acceptance of the Contractor’s offer.
•  If the contract is concluded electronically, the receipt of the Client’s booking request will be confirmed without delay.
•  The access provision does not yet represent a binding acceptance of the booking.

 The binding acceptance occurs through a written or telephone confirmation of the appointment.

3. Duties of the Client

The Client is obliged to fully and truthfully inform the Contractor prior to the start of any treatment about any existing illnesses, health conditions, allergies, or other physical complaints (in particular diabetes, blood thinning, etc.) that must be taken into consideration by the Contractor in the provision of services, or that may affect the Client’s health. This serves to prevent complications during the treatment and to avoid potential harm.

The relevant information must be documented in the Client’s medical history form to ensure complete and traceable communication.

If the Client’s health condition changes after the initial consultation, the Contractor must be informed without delay so that treatment can be adapted accordingly.

4. Prices and terms of payment

• All prices are based on the price lists valid at the time the service is provided. These are available for viewing at the place of business or accessible on the website. In case of doubt, the online prices apply.
• New price lists automatically replace all previous versions and are valid from the date they are published at the business premises or online.
• The stated prices for treatments and retail products include statutory VAT.
• Payment is due in cash at the place of business immediately upon completion of the treatment, without any deduction.
• Payment by direct debit or on account are not accepted. 

5. Changes and Reservations

• The Contractor reserves the right to make interim changes to the type and scope of treatments as well as to pricing.
• When new General Terms and Conditions or new offer and price lists are published, all previous ones become void.

6. Retention of Title

The Contractor retains ownership of all goods sold until full payment of all claims arising from the ongoing business relationship with the Client has been received.

7. Cancellation and Refund Policy

Scheduled appointments (via phone, email, online, or in person) are binding and must be kept. Cancellations or rescheduling free of charge are possible up to 24 hours (on working days) before the appointment. Voicemail messages and emails cannot be retrieved from Saturday to Monday at 9:30 AM or on public holidays. Cancellations during this time are therefore not possible.

Consequences of late cancellation or rescheduling by the Client:

• For pre-paid treatments (e.g., vouchers or subscriptions), there is no right to a refund or partial refund.
• For unpaid treatments, a cancellation fee of 75% of the agreed treatment price will be charged. The minimum cancellation fee is €75.
• Treatment time begins upon the Client’s arrival in the treatment room.

• In the event of a delay by the client, the originally agreed appointment time remains unchanged. Missed time can only be added at the end of the session if it does not interfere with the Contractor´s schedule.
• If the delay is such that the full treatment can no longer be provided without impacting subsequent appointments, the Contractor reserves the right to shorten the treatment while charging the full price. This ensures that all clients receive service to the highest standard and on time.
• In exceptional cases, such as proven unforeseen events (e.g. illness or emergencies), cancellation fees may be waived or reduced at the discretion of the practitioner. Each case will be individually assessed.

If the Contractor has to reschedule:

• If the Contractor is unable to keep an appointment due to reasons beyond her control or force majeure, the Client will be notified as soon as possible, provided that up-to-date contact details are available. In such cases, the Contractor has the right to reschedule at short notice or withdraw from the contract.

8. Appointment Calendar

Scheduled appointments are entered into a calendar created for the Client. Each appointment is confirmed in writing (electronically) or by telephone. Appointments recorded in the calendar or client file are part of this agreement.

9. Consultations / Treatments

All consultations and treatments are solely intended to promote the Client’s well-being and health. They are not medical procedures and do not replace medical diagnoses or treatments by a doctor or alternative practitioner. The Client is required to inform the Contractor in advance of any relevant health issues or pre-existing conditions, including fungal infections, diabetes, allergies, medications, sensitivities, or other physical concerns that may affect treatment.

10. Treatment Exclusion

The Contractor reserves the right to refuse, modify, or discontinue a treatment if:

• there are health or hygiene concerns,
  
• the treatment is not professionally advisable,
  
• the Client has provided false or incomplete health information that could pose a risk,
  
• contraindications exist or the treatment carries heightened health risks,
  
• the Contractor requests a medical clearance confirming treatment is safe.
  

The Client is expected to behave appropriately during their visit.  If the Client continues to behave inappropriately after a warning, the Contractor reserves the right to expel them and possibly issue a ban from the premises. In such cases, any payments already made will not be refunded.

11. Special Offers / Vouchers

• Gift vouchers may be issued for a specific amount or service.
• The Contractor is not required to label ongoing promotions as such.
• Special Offers are valid indefinitely, but use within 12 months is recommended.
• Vouchers and subscriptions are fully transferable. Upon redemption, the voucher becomes the Contractor’s property. Lost or stolen vouchers will not be replaced, even with proof of purchase. Partially paid, damaged, or invalid vouchers may be rejected.
• Discounts, special prices, and promotions cannot be combined. Promotional vouchers apply only to list prices and may only be redeemed once per person. Promotions are valid only within the stated period and while supplies last. Cash redemption of voucher value is excluded.

12. Data Privacy

The Client explicitly agrees to the collection, processing, and use of their personal data. Storage occurs solely within the scope of fulfilling the order and managing the business relationship. If necessary, data may be shared with companies involved in the business process. No other data sharing occurs.

Consent to the use of data may be withdrawn at any time in writing or via email.

For full privacy information, please refer to our Privacy Policy.

13. Defects /Warranty

• Claims by the Client regarding defective treatments or deliveries must be made within 5 days and are limited to rectification, either by correction or replacement at the Contractor’s discretion.  
• After this deadline, no further claims will be accepted.
• Claims for rectification become void if the treatment has been altered by another studio or the Client (e.g., using unauthorized creams or conducting their own corrections). 
• If rectification fails, the Client has the right to reduce the payment or withdraw from the contract.
• Minor defects do not justify contract termination.
• Further warranty claims, particularly for consequential damages, are excluded—except in cases of intent, gross negligence, violation of essential contractual obligations, or harm to life, body, or health. The right to withdraw from the contract remains unaffected in these cases.

14. Disclaimer of Liability

The Client must fully and truthfully inform the Contractor of any health conditions, allergies, or other restrictions that may affect treatment. Failure to provide this information and resulting health complications are not the responsibility of the Contractor. 

The Contractor accepts no liability for lost or forgotten clothing or valuables. Clients are advised not to leave valuables unattended during their visit.

15. Miscellaneous Provisions

The contract and these General Terms and Conditions are governed solely by Austrian law. Any changes or additions to the contract, including verbal agreements, are only binding if confirmed in writing by the Contractor.

16. Severability Clause

Should any provision of these General Terms and Conditions be or become invalid, void, or unenforceable, the remaining provisions shall remain unaffected. The wholly or partially ineffective regulation should be replaced by a regulation whose economic success comes as close as possible to that of the ineffective one.

17. Jurisdiction

For consumers within the meaning of the Consumer Protection Act (KSchG), the statutory place of jurisdiction applies. For business clients, the competent court at the Contractor’s registered office has jurisdiction.