Terms & Conditions

1. About us and these terms

This website is operated by Zenora Spa Lahore (“Zenora”, “we”, “us”, “our”), a licensed professional massage centre with two branches in Lahore — Garden Town and Gulberg, Punjab, Pakistan.

“You” means any person who uses this website, sends us an enquiry, or books or receives a treatment. These Terms & Conditions, together with our Privacy Policy, Booking & Cancellation Policy and Health Disclaimer, form the entire agreement between you and us. If any part conflicts, the more specific policy prevails for its subject matter.

2. What we provide

Zenora is a licensed professional massage practice. We provide six massage techniques — Deep Tissue, Thai, Swedish, Full Body, Sports and Signature — delivered by certified therapists in private, one-to-one treatment rooms. We do not offer facials, sauna, steam bath, jacuzzi, hot stone, Moroccan bath, couples massage or salon services.

3. Age requirement

• All guests must be 18 years of age or older.
• We may request photo identification, and we may decline service where age cannot be confirmed.
• This website is not directed at anyone under 18.

4. Bookings and confirmation

1. Appointment only. Treatments are delivered by appointment. Walk-in availability is not guaranteed.
2. Enquiry is not a booking. Submitting the website form, sending a WhatsApp message or leaving a voicemail is a request. Your appointment exists only once we send you a written confirmation naming the treatment, date, time and total price.
3. Accurate details. You must give us a correct name and reachable mobile number. We are not responsible for a missed appointment caused by incorrect contact details.
4. Therapist allocation. We assign the therapist best suited to the massage you have booked. We cannot guarantee a specific named individual.
5. Right to decline. We may decline or cancel any booking at our discretion — including where a guest appears intoxicated, behaves inappropriately, has a condition making treatment unsafe, or has previously breached these terms.

5. Prices and payment

• All prices are in Pakistani Rupees (PKR) and inclusive of applicable taxes.
• The price quoted in your written confirmation is the price you pay. We do not add service charges, facility fees or surcharges at the counter.
• Published prices may change from time to time; a change never affects a booking already confirmed.
• Payment is due on completion of your treatment, unless we have agreed otherwise in writing.
• We accept cash, major debit and credit cards, and bank transfer. An itemised receipt is issued for every visit.
• Tipping is entirely optional and never expected.
• If you add a treatment on the day, the additional amount is confirmed with you before it begins.
• Where an obvious pricing error appears on this website, we will contact you before your appointment and you may cancel free of charge rather than pay the corrected price.

6. Arrival, lateness and duration

• Please arrive 10 minutes early for your consultation and preparation.
• Treatment times include preparation and dressing. A “60-minute massage” is a 60-minute appointment slot.
• If you arrive late, we will do our best to accommodate you, but the treatment may be shortened so the following guest is not delayed. The full price still applies.
• Arriving more than 20 minutes late may be treated as a no-show under our Booking & Cancellation Policy.

7. Cancellations and rescheduling

Cancellations, rescheduling and no-shows are governed by our Booking & Cancellation Policy, which forms part of these terms. In summary: you may reschedule or cancel free of charge up to 4 hours before your appointment.

8. Gift vouchers and packages

• Gift vouchers are valid for 12 months from the date of issue.
• Vouchers are transferable but cannot be exchanged for cash and are not reloadable.
• Where a voucher is used for a treatment costing less than its value, the balance remains on the voucher until it expires; where the treatment costs more, the difference is payable on the day.
• A booked session is a single 60-minute or 120-minute appointment and must be taken in one visit. Time cannot be split across visits or partially refunded.
• Lost or stolen vouchers cannot be replaced unless you can supply the voucher reference number.
• Promotional offers cannot be combined with each other unless we state otherwise in writing.

9. Health, suitability and consent

• You must complete our wellness intake form on your first visit and disclose relevant health information, including high or low blood pressure, heart conditions, diabetes, recent surgery, fractures, skin conditions or infections, allergies and current medication.
• You must tell your therapist about any change in your health before each subsequent visit.
• Some treatments — particularly heat treatments and deep tissue work — are not suitable for certain conditions. We may adapt, substitute or decline a treatment on safety grounds. Where we decline for safety reasons, no cancellation charge applies.
• You consent to your therapist making physical contact appropriate to the treatment booked. You may ask your therapist to reduce pressure, change area, or stop entirely, at any time, and they will comply immediately.
• Our treatments are for relaxation and general wellbeing. They are not a substitute for medical advice, diagnosis or treatment. Please read our Health Disclaimer.

10. Code of conduct

Zenora is a professional wellness environment. To keep it safe and comfortable for every guest and every member of our team:

• Treat our staff and other guests with courtesy and respect at all times.
• Requests for anything outside our published treatment menu are not permitted.
• Inappropriate remarks, propositions, physical contact of any kind toward a therapist, harassment or intimidation are strictly prohibited.
• Arriving under the influence of alcohol or illegal substances is not permitted. Alcohol and illegal substances may not be brought onto our premises.
• Smoking, vaping and the use of any tobacco product are prohibited throughout the premises.
• Photography and video recording are not permitted anywhere except the reception area, and never of other guests or staff.
• Please keep phones on silent and take calls in the reception area.

11. Privacy, dignity and draping

• Every treatment takes place in an individual, enclosed private suite — never a shared or curtain-divided space.
• You will be professionally draped with fresh linens throughout. Only the area being worked on is uncovered at any time.
• Disposable undergarments are provided and are to be worn for body treatments.
• You may keep any item of clothing on that you wish.
• Your therapist will always knock and wait before entering, and will leave the room while you undress and dress.
• There are no cameras in any treatment room, changing room or washroom. CCTV operates in public areas only, for security purposes.

12. Personal belongings

• Lockers are provided free of charge. Please use them.
• We recommend leaving valuables and large sums of cash at home.
• To the fullest extent permitted by law, we are not responsible for loss of or damage to personal belongings brought onto our premises, except where caused by our negligence.
• Lost property is held for 30 days and then donated or disposed of.

13. Facility rules

• Please shower before your appointment where possible; a shower is available at both branches.
• Please follow instructions from our staff at all times. We may close a facility temporarily for cleaning or maintenance.

14. Feedback and complaints

If any part of your visit falls short, please tell the duty manager before you leave so we can put it right on the spot. If that is not possible, email hello@zenoraspalahore.com or WhatsApp +92 304 858 8878 within 7 days of your visit. We acknowledge every complaint within 48 hours and aim to resolve it within 14 days. Remedies may include a redo of the treatment, a partial or full credit, or a refund at our discretion.

15. Use of this website

You agree not to:

• use this website for any unlawful purpose, or in breach of these terms;
• submit false, misleading or another person’s details through our forms;
• attempt to gain unauthorised access to the site, its server or any connected system;
• introduce any virus, malware or harmful code;
• use automated tools to scrape, copy or systematically extract content; or
• reproduce or republish our content without our written permission.

We aim to keep this website available and accurate but do not guarantee uninterrupted access. Prices, treatment descriptions, durations and availability may change. Photographs are representative of our facilities and treatments.

16. Intellectual property

All content on this website — the Zenora name and logo, text, photographs, illustrations, layout, design and code — is owned by us or licensed to us and is protected by copyright and trade mark law. You may view and print pages for your own personal, non-commercial use. Any other use, including reproduction, adaptation or commercial exploitation, requires our prior written consent.

17. Liability

• We will deliver your treatment with reasonable skill and care, by an appropriately certified therapist.
• You are responsible for disclosing health information accurately and completely. We are not liable for any harm arising from information you withheld or misstated, or from your failure to follow our staff’s instructions.
• Mild temporary effects — such as short-lived muscle soreness after deep tissue work, or slight skin redness after exfoliation — are normal and are not a defect in the service.
• To the fullest extent permitted by law, we are not liable for indirect or consequential loss, including loss of earnings, opportunity or enjoyment.
• Where we are found liable, our total liability for any single booking is limited to the amount you paid for that booking, except where a greater liability cannot lawfully be excluded.
• Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, for fraud, or for any liability that cannot be excluded under Pakistani law.

18. Events outside our control

We are not liable for any failure or delay caused by events outside our reasonable control, including power outages, water or gas supply failure, equipment breakdown, strikes, civil unrest, government restrictions, public-health measures, extreme weather or natural disaster. Where such an event prevents your appointment going ahead, we will offer you a free reschedule or a full refund of any amount paid.

19. Changes to these terms

We may update these terms from time to time. The version in force is the one published on this page at the moment you make your booking, and it will not change for that booking afterwards. The “Last updated” date above shows the current version.

20. Governing law and disputes

These terms and any dispute arising out of them or your treatment are governed by the laws of the Islamic Republic of Pakistan. The courts of Lahore, Punjab have exclusive jurisdiction. We ask that you contact us first so we have the opportunity to resolve the matter directly — in our experience almost everything can be settled with a conversation.

If any provision of these terms is found to be unenforceable, that provision is severed and the remainder continues in full force.

21. Contact us

Zenora Spa Lahore
Garden Town & Gulberg
Lahore, Punjab, Pakistan

Phone / WhatsApp: +92 304 858 8878
Email: hello@zenoraspalahore.com
Opening hours: Daily, 12:00 PM – 11:00 PM (PKT) — last appointment 11:00 PM

Related: Privacy Policy · Booking & Cancellation Policy · Health Disclaimer