Etiquette

Spa bookings:

We recommend that you book your wellness treatments in advance in order to avoid disappointment, especially when booking on a Saturday. Our Saturdays can be booked up 2 weeks in advance.

Punctuality:

Guests are requested to arrive at the location a minimum of 10 minutes prior to the appointed time. Late arrival may mean that your treatment time is reduced or unable to be honored. Should you be expected to be late, please contact the center reception earlier so that the appropriate adjustments can be made before your arrival at Oukolele Wellness.

Consultation:

To ensure your safety and ours, please be sure to inform your therapist prior to your treatment/s to any medical condition or contra-indications that you may have, to ensure each guest has a comfortable and memorable experience at Oukolele Wellness.

Dress code:

Oukolele Wellness is a unisex wellness facility. You may keep your underwear on for body treatments/massage or use the disposable underwear provided.

Soft voices, quiet minds:

To ensure that all guests benefit from the quiet and tranquil environment, we request that all areas are shared respectfully, as there are treatments taking place elsewhere in the location. Please refrain from using any mobile or cellular devices in the center; however, should you have your mobile phone with you, please make sure it is switched off. Throughout your wellness experience, please speak softly and enjoy the relaxing music.

Treatments:

This is your time to relax; if you do not want to be bothered with chit-chat please let the therapist know she must respect your silence. 
Do not be afraid to speak out and let your therapist know if you are uncomfortable, cold, or unhappy with the pressure of the treatment. Please note that all treatments are subject to therapist availability.

Hydration:

We encourage you to drink plenty of water before and after treatments to enhance the benefits. Water and herbal teas are available. We recommend that alcohol is not consumed prior to having any treatment(s).

Prices:

All wellness treatment and retail prices are current at the time of distribution and are subject to revision without prior notice. Products purchased are not refundable. All prices are VAT inclusive and quoted in Namibian Dollars.

Special journeys:

We offer pre-made Wellness Journeys to suit any of your needs. Please inquire for further information. All wellness journeys are pre-paid. Wellness Journeys are not available on Saturdays.

Gift vouchers:

Gift vouchers are available and can be issued for specific treatments or for a specific value. Gift vouchers are only redeemable at Oukolele Wellness. The original gift voucher must be presented at an appointment in order to be honored. Please note that gift vouchers may not be redeemed for cash, are non-transferable and have an expiry date. Expired gift vouchers will not be accepted.

Age restriction:

Unless your child is receiving treatment, for their safety we ask that you not bring them with you to your appointment. Our clients receiving relaxing treatments need peace! The age restriction is 16 years. Oukolele Wellness has a pro-active approach to teenagers and advises parents/guardians to consult with the therapists regarding available treatments.

Disclaimer:

Oukolele Wellnessa and/or any of the therapists/consultants cannot accept responsibility for any adverse reactions, accidents or complications before, during, or after wellness treatments. Oukolele Wellness is not liable for any theft, damage, loss or misfortune that may occur.

Cancellation policy:

As the availability of treatments at Oukolele Wellness is limited due to high demand, should you wish to cancel an appointment, please give 24 hours` notice. In the event of a late cancellation, within 12 hours or less of the appointment time, Oukolele Wellness will levy a cancellation penalty of 50% of the cost of the appointment. In case of a `no-show`, the full cost of the appointment will be charged.

Group bookings:

All group reservations are pre-paid. The reservation will only be confirmed once payment is received. Should a group wish to cancel their booking, they are kindly requested to provide at least one weeks` notice or the full cost of the group booking will be charged. A `no-show` on the day from one of the group will result in the full cost of his/her treatment or journey being charged for.

Appointments:

Please understand that very rarely, and due to unforeseen circumstances scheduling circumstances, Oukolele Wellness, may have no choice, but to reschedule your previously booked appointment(s). Please be assured that on such occasions we have exhausted all our other options. We will do our very best to accommodate your needs at your earliest convenience. In such cases, compensation for treatments or complementary treatments may not be offered as a substitute payment.

Gratuities:

Showing appreciation/gratitude at the end of your treatment is appreciated but is at your full discretion. This can only be done at the front desk after your treatment and not in the treatment room.

Payments:

We accept cash and all major credit cards. All gift vouchers purchase via EFT / online payment will only be issued once proof of payment has been received by Oukolele Wellness.

Hygiene:

A sterile and germ-free environment is our guarantee. We do not strain, re-use wax, and spatulas. For your safety, our implements are sterilized twice, first in a medical-grade disinfectant, and then under ultraviolet light to ensure 100% sterility. We maintain a smoke-free environment in and around the Wellness Centre and surrounding areas.

Important reminder:

Please inform your therapist of any medical conditions, pregnancy or medications you are taking or any notable changes since your last treatment.