Making the most of your visit

It is our wish that your experience at Kukana is as perfect and enjoyable as possible and to support this we ask that you respect the following rules of etiquette. If you are unhappy with any part of your visit, please ask to speak privately with one of the managers before you leave.

Age Limit
Please note that we do not provide treatments or spa use to people under 16 years of age.
Arrival times
On your first visit we ask that you arrive 15 minutes prior to your appointment time to allow us to complete your initial consultation without affecting your treatment time.
On all occasions lateness will be deducted from your treatment time or may result in your appointment being cancelled.
Peace and Quiet
We provide an environment that is tranquil and relaxing and we ask that you respect others users' rights to peace and quiet. We request that loud conversation is avoided and mobile phones must be by turned off within the spa.
Children and babies are not allowed to wait in the spa.
Payments, Deposits and Cancellation Fees
Payment may only be made by cash, VISA or MasterCard.
If paying by gift voucher these must be presented prior to treatment commencing. Failure to produce the voucher will require payment in full prior to treatment commencing.
All bookings require full payment upon booking.
Cancellations or missed appointments made with less than one full day's notice will result in the loss of deposit/payment of the booking. If 48 hours notice has been given this will also result in a loss of deposit, however, the booking may be moved to another date at the discretion of the management. If a booking is cancelled with more than 48 hours notice then a full refund will be given.
No smoking
Smoking is not allowed anywhere within the spa including the use of vapour cigarettes.
Alcohol
It is not permitted to consume alcohol within the spa other than as part of a pre-arranged and managed special event. We recommend that you do not consume alcohol immediately prior to your treatments. We reserve the right to refuse treatment to anyone under the influence of alcohol.
Personal Belongings
Personal lockers are provided. Kukana does not accept responsibility for loss of or damage to personal belongings whilst using the facilities. A charge of £5.00 will be made for the loss of a locker key.
Medical Conditions
Certain treatments may not be appropriate during the first trimester of pregnancy or at any time during pregnancy or if under medical supervision for certain conditions. Guests are asked to ensure they advise us of any health condition at the time of booking and prior to treatments.
Robes and Slippers
Robes and slippers are provided as standard with some spa packages. Robes supplied will be freshly laundered and slippers will be unused. Robes are to be returned at the end of your visit. Slippers can be kept
.
Helpful Hints
Here are a few tips to help make your visit as safe and enjoyable as possible,
  • Do drink plenty of water before and after treatments
  • Do bring open-toed shoes to wear after a foot treatment.
  • Do wear underwear when having any body treatments or a massage.
  • Do not wear jewellery when having treatments.
  • Do not have any heat treatments before or after waxing. This includes sauna, steam, swimming and sunbathing.
  • Please do have a shower, especially after exercising, before you have a massage or body treatment.
  • Shaving is not recommended before a body treatment or men's facial. If you choose to shave, please do so at least 4 hours prior to your treatment.
Use of Spa Facilties
Kukana spa facitlties include a spa pool, jacuzzi, sauna, steam room and gym. Faciltity use is included in our spa packages. If booking a treatment use of the facilities can be added at an additional cost and subject to availability, this must be requested when making a booking. Hotel guests have limited access to the spa facilities. These are Monday - Saturday 7am-9am and 6pm-9pm and Sunday's 8am-10am and 5pm-7pm.
Prices
The prices shown on the website and on Spa communications, leaflets, e-mails and social media are subject to change. Exact prices will be confirmed at the time of booking. Please note we reserve the right to raise prices and modify or discontinue treatments without prior notice to ensure maximum standards of quality and service are met.
Special Offers
Spa special offers are limited to one offer per booking and cannot be used in conjunction with any other offer. Kukana reserves the right to change offers at anytime without prior notice.

Kukana Spa Shop Terms & Conditions

Kukana Spa Gift Vouchers/Spa Packages are supplied in the format of an eVoucher via e-mail delivery.

Kukana Spa Gift Vouchers/Spa Packages may be used at Kukana Spa only. Change cannot be given in cash and you will receive a credit note for any unused portion. Gift vouchers/Spa Packages can be exchanged for services of the same face value. Gift vouchers/Spa Packages may be redeemed for services to the amount of the face value but cannot be exchanged for cash or a cash refund. Gift vouchers/cards are valuable; keep them in a safe place. Kukana is not responsible for loss, theft, damage or unauthorised use of gift vouchers/spa packages - they cannot be replaced. Gift vouchers/spa packages are not replaceable if lost, stolen, destroyed or expired.

The Kukana Spa eVouchers must be printed out and presented at the spa upon arrival, before the treatment.

The Kukana Spa Vouchers expire 6 months after date of purchase and cannot be extended after this date. 

Kukana Product Deliveries
Most standard stock items as shown on this web site, are held in stock and can be provided on a next working day delivery service to all UK mainland customers.
All orders are delivered as standard 3-5 working days, if we have a stock issue delivery could be longer and you will be advised.
Standard delivery is FREE for all UK mainland orders.
There is no minimum order value.
For other delivery areas (or to upgrade your delivery) please see below:
· UK Mainland 3 to 5 days Free
· UK Mainland before 9am £21.10
· UK Mainland before 10.30am £14.50
· UK Mainland before 12am £10.00
· UK mainland Saturday £15.00
· Channel Island £25.00
· Isle of Wight 3 to 5 days £8.50
· Northern Ireland 3 to 5 days £22.00
· Republic of Ireland 3 to 5 days £25.00

What is the cut-off time for next day deliveries?
The cut-off time for next working day deliveries is 12:30 pm. If you place an order before this time, it will be processed and despatched the same day, and delivered to you the next. If you place an order after 12:30pm, it will be processed and dispatched the next working day, and delivered to you the day after.

Delivery of your Order
We use a national carrier to deliver goods to your door.
Our courier service is APC or The Post Office. We can only accept orders for delivery to UK or Republic of Ireland, Eire addresses. We cannot deliver to P.O Box addresses.
We will despatch completed orders as soon as the payment has been received.
If a product is out of stock, you will be notified as soon as possible and delivery will be made once product becomes available.

Product Returns
We do hope that you will be pleased with your products, if for some reason you would like to return an item please return to us unopened within 30 days of purchase. Please note however that gift vouchers are non-refundable. We offer a free consultation service which will ensure you are using the correct products for your skin type, therefore any products which are returned open we will be unable to refund. 

Kukana Spa Membership Terms and Conditions

All Kukana Spa members ("Members"), guests and visitors (together "you") must comply with these Rules. These Rules are incorporated into a Member's Contract with us and compliance with these Rules is important both to maintain the standards at the spa and to enable Members to get full enjoyment from their Membership. Any person who does not comply with these Rules may be ejected from or denied access to a spa or may have their Membership terminated by The Kukana team if the non-compliance is serious.
We reserve the right to make reasonable amendments to these Rules and our operational rules at any time. If we do this, we will give Members reasonable advance notice by placing the new Rules on the website and inform current members by e-mail given on joining.
In these Rules, "us", "we" or "our" means 'Spa First Limited’ trading as Kukana Spa at Orsett Hall Hotel. Words and phrases in these Rules have the same meanings as given in our Membership Terms & Conditions unless specified otherwise.
MEMBERSHIP
Acceptance of an application for Membership of Kukana Spa is at our absolute discretion (although we will exercise our discretion reasonably and in compliance with applicable laws).

P
AYMENT
Membership are paid in advance monthly. The membership, unless otherwise agreed, start on the day of joining. A pro-rata fee will be charged on joining for the current month. Fees are paid each month by standing order for the month ahead and are collected on or around the 1st of each month
Any member NOT wishing to continue their membership must confirm this in writing to sophie@kukana-spa.co.uk and it’s the member’s responsibility to cancel the standing order. Any overpayments will not be returned.
If your Standing order is not received, we may terminate your membership. Memberships are not transferable.
The Kukana Spa have the right to increase membership fees at any point after your initial term has expired. We will give at least one calendar months’ notice of any price changes.
MEMBERSHIP CARD
A Membership Key will be issued to each Member when they join the Spa.
The fee for a replacement of a lost, stolen or damaged card is £10.
Each Member must have his/her Wellness Key swiped for security and verification on each visit to the Spa before proceeding into the Spa/Gym. Any Member attending the Spa without a valid Membership Card may be asked for proof of identification, or denied access.
A Member must not lend his/her Membership Card to anyone else as Membership is personal and covers only the Member's use of the Spa.
On termination of Membership for any reason, the Member is required to surrender his Membership Card to reception and it’s the member’s responsibility to cancel the standing order.No refunds will be given if standing orders are not cancelled.Kukana will charge for non-returned cards a fee off £10
GUESTS AND VISITORS
Members over the age of 18 may bring guests over the age of 18 to the Spa and upon arrival the guest must completion of a Pre-Activity Questionnaire.
Members must accompany their guest at all times and the Member who brings the guest remains responsible for their guest's conduct whilst they are in the Spa. The Member may not leave that Spa prior to their guest's departure.
Certain former Members, persons who have applied for Memberships but have been rejected and former Members of staff may be ineligible to be a Member, or guest, of the spa. If in doubt, the Member should check with the Spa's management for advice.
A Member who has a "frozen" Membership will not be allowed access to the Spa (including as a guest).
Members must ensure their guests pay the appropriate guest fee or surrender a valid guest pass (if applicable) before accompanying them into a Spa.
Members must ensure that their guests comply with these Rules.
A person may be allowed to enter as a visitor to the Spa by prior arrangement/appointment subject to The Kukana Spa's absolute discretion and may be required to pay the visitor fee as set out in the relevant Spa price list current at the time of visit and at all times must complete a Pre-Activity Questionnaire.
GENERAL
Opening times for a Spa are from Mon – Fri 7.00am 9pm, and Sunday 8am – 7pm (last entry will be 8pm/6pm) and are subject to change by the Spas discretion.
You are respectfully requested to leave the gymnasium and pool areas 10 minutes before the Spa is due too close and to leave the leisure facility's punctually at time of closing.
You may not bring pets (other than guide dogs) onto the Spa premises.
It is prohibited to take any photos or movie shots within the Spa using any equipment including cameras, cameras on mobile phones or PDAs.
We reserve the right to use any individual or group photographs or movie shots of you for press or promotional purposes. However, where reasonably possible we will ask you to sign a use of image rights form (a "Kukana Spa Active photography reproduction authorisation form") to consent to this usage.
You must not consume any food or drink in the Spa that you have bought in from outside the Spa other than water.
We reserve the right to show potential Members and other individuals the facilities of a Spa on a trial basis.
GYMNASIUM USE
You must complete a Pre-Activity Questionnaire before using any facility of the Spa.
You must seek instruction before using unfamiliar equipment.
You may not bring your own Personal Trainers into the Spa.
Appropriate clean exercise clothing and shoes must be worn whilst exercising.
Individual Gymnasium equipment must not be used for longer than 15 minutes during busy periods.
You are asked to wipe down gymnasium equipment after use.
You may not use the gymnasium whilst under the influence of alcohol or anticoagulant, antihistamines, beta-blockers, narcotics, or tranquillisers. If you have high or low blood pressure, heart disease and/or diabetes you should consult your doctor prior to using a Spa.
BEHAVIOUR & DRESS
You should conduct yourself in a quiet and well-mannered fashion when in or about the Spa and in a manner that will not disturb or impair the use and enjoyment of the spa by any other person. In particular you may not use foul, loud or abusive language, nor will you molest or harass other Members, guests, visitors or Members of staff. You may not bring, use or be under the influence of illegal drugs in any part of the Spa. You may not bring any intoxicating liquor into the Spa or be drunk in the spa.
We may terminate your membership (if applicable) and may refuse you entry into the spa (leading to a frozen membership) or eject you from the spa if you commit a serious or repeated breach of these Rules or your Membership contract (if applicable) or you engage in any other serious misconduct.
Members of the Spa, their guests and visitors and members of staff should at all time display mutual respect for each other.
Complaints should be communicated privately to a member of management, or in writing addressed to the Operations Manager sophie@kukana-spa.co.uk
Smoking is prohibited in all areas of the Spa including the use of vapour cigarettes.
You must be dressed in suitable attire at all times when on Spapremises and appropriate exercise clothing is required whilst exercising in the Gym. Guidance as to suitable attire may be obtained from the Operations Manager who may, at his/her discretion, require you to leave the Spa premises or part of the Spa premises, if your attire is not considered suitable.
Only one individual is permitted in a shower cubicle at any one time. Exception will be allowed to assist a disabled guest
LOCKERS
Lockers are made available subject to availability. The Guest/Member is responsible for the safe keeping of the key provided. The Kukana Spa does not undertake that use of a locker will guarantee that no theft/loss of or damage to your property will occur. You should check that your household contents or other insurance policy protects you against any risk of theft.
Lockers may only be used for the purposes of keeping gym kit, toiletries and the clothing that you were wearing when you came to the Spa. The keeping of any other items in the Spa's lockers is prohibited. All Lockers are not accessible when the Spa closes. Kukana Spa reserves the right to open the locker in question (by force if necessary) and remove any offending items.
Without exception, lockers are available for use only whilst you are on the Spa's premises. Use of a locker whilst not on Spa premises is prohibited. If you leave your belongings overnight in a locker, 'The Kukana Spa reserves the right to open the locker (by force if necessary) and remove your belongings.
Your belongings so removed will be available for collection from the Spa's reception for a period of thirty (30) days upon payment of the prevailing holding charge. If you do not collect your belongings within thirty (30) days, your belongings may be donated to charity.
CAR PARKING
Car parking is available in Orsett Hall Hotel car park. Vehicles are left at the owners risk and Spa First Limited T/A Kukana Spa and Orsett Hall Hotel are not responsible for any damange that may occur to your vehicle or property whilst left on the premises.
SWIMMING POOL AREA
For reasons of health and hygiene you must:
follow the instructions and information signs around the pool area;
Always shower before entering the sauna, steam room, Jacuzzi, or Swimming Pool;
Not consume or store, or bring into the changing rooms or swimming pool area, any food or drink or any kind of GLASS container;
Only shave in the wash basins provided;
Not dry clothing or towels in the sauna. This constitutes a serious fire hazard.
We reserve the right to limit you to 20 minutes in the swimming pool if it is busy and also deny access to the pool to enable safe bather loads.
You must:
Wear long hair up, or in a swimming cap, whilst in the swimming pool;
Not run around, jump or dive into the swimming pool;
Comply with any swimming direction posted in the swimming pool area;
Wear conventional swimming costumes only.
No balls, floats or inflatables are permitted in the swimming pool area, unless provided by the Spa.
Heads should never be submerged in the Jacuzzi.
You may not use the saunas, steam rooms or Jacuzzi whilst under the influence of alcohol or anticoagulant, antihistamines, beta-blockers, narcotics, or tranquillisers. If you have high or low blood pressure, heart disease, cardiac irregularities, asthma and/or diabetes and if you are pregnant you should consult your doctor prior to using our Spafacilities.
You should use the steam room, sauna, swimming pool and Jacuzzi (where applicable) in moderation and under medical advice.
When using the unisex steam room and/or sauna, you are requested to wear swimming attire.
HEALTH & SAFETY
You must use the main entrance to the Spa when entering or leaving the Spa.
Fire exits, which are clearly marked, are there in the interests of safety and you must not interfere with fire doors for any reason.
You must read the health & safety notices posted outside any equipment or facility in the Spa and comply with their recommendations.

If a fire alarm sounds please follow the instructions from the staff at the Spa.

CHILDREN - GENERAL
Children aged up to 16 are not permitted at any time into the Spa.
FACILITY CLOSURES
The spa will be closed on Christmas Day, Boxing Day and New Year’s Day.
The Kukana Spa reserves the right to close the spa for additional days in a year. In the event there will be a closure of some or all facilities the management will give members notice where possible.
To provide the highest standards of facilities we occasionally will need to carry out repairs and refurbishment to the Spa and close areas for this purpose. Any refurbishment work carried out will be undertaken and concluded with as little delay as possible.
No credit or refund subscriptions will be provided at times when some or all the facilities are closed.
CCTV
In the public areas of the Spa and some staff areas CCTV is in operation and video recordings may be made for safety and security purposes.
Only Management and members of staff will have viewing access to any CCTV recordings.
LIABILITY
The company will be liable to the Member/guest/or persons attending the Spa for injury to persons or loss/damage to the hotel only where damage is caused by negligence on the company’s behalf but otherwise will be under no liability whatsoever
In the event of “Force Majeure”, meaning any circumstance beyond the control of the company, including, but not limited to, acts of God, fire, explosions, adverse weather conditions, flood, earthquake, local terrorism, riot, civil commotion, war, hostilities, strikes, work stoppages, lack of power and materials shortages nothing shall excuse the member from any payment obligations under the contract