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esBooking Terms and Conditions
Last updated: September 19, 2026
These Booking Terms and Conditions apply to appointments requested or booked with Monalisa Salon & Spa Cusco through our website, email, telephone, WhatsApp, social media, or directly at our premises.
By requesting or confirming an appointment, you acknowledge that you have read and accepted these terms.
1. Appointment Requests and Confirmation
Submitting the online booking form does not automatically confirm an appointment.
Your appointment is confirmed only after Monalisa Spa Cusco sends you a confirmation by email, WhatsApp, telephone, or another agreed communication channel.
All appointments are subject to staff, room, equipment, and service availability.
Please verify that the service, date, time, number of guests, duration, and price included in your confirmation are correct.
2. Prices
Service prices may be displayed in Peruvian soles, US dollars, or both.
The applicable price will be confirmed before the appointment. Prices may vary depending on:
- Selected service
- Treatment duration
- Number of guests
- Products or materials required
- Optional additions or upgrades
- Special promotions
Any additional service requested during the appointment will be charged separately after the customer approves it.
3. Deposits and Advance Payments
Monalisa Spa Cusco may require a deposit or advance payment for:
- Group reservations
- Couples’ treatments
- Long or specialized services
- Appointments during high-demand periods
- Reservations requiring dedicated staff or materials
The amount, payment method, and applicable conditions will be communicated before payment.
An appointment requiring a deposit is not confirmed until the payment has been received and acknowledged by Monalisa Spa Cusco.
4. Cancellations and Rescheduling
If you need to cancel or reschedule your appointment, please contact us at least 12 hours before the confirmed appointment time.
Requests may be made through:
- WhatsApp: +51 993 492 123
- Email: reservas@monalisaspacusco.com
When sufficient notice is provided, we will make reasonable efforts to reschedule your appointment according to availability.
Cancellations made less than 12 hours before the appointment may result in the loss of the deposit or require a new deposit before another appointment can be confirmed.
Any specific deposit or cancellation condition communicated and accepted during booking will also apply.
5. No-Shows
A no-show occurs when a customer does not attend the appointment and does not provide prior notice.
In the event of a no-show:
- Any deposit paid may be retained.
- A new deposit may be required for a future reservation.
- Special preparations or third-party costs already incurred may be deducted when applicable and previously communicated.
These conditions do not limit any mandatory rights available under Peruvian consumer protection law.
6. Late Arrivals
Please arrive approximately 10 minutes before your appointment.
We provide a maximum grace period of 15 minutes, subject to the day’s schedule.
If you arrive late:
- Your treatment may be shortened to avoid delaying other customers.
- Some services may need to be rescheduled if there is insufficient time to perform them safely.
- The original service price may still apply when staff, rooms, or materials were reserved for the complete appointment.
If you expect to arrive late, please contact us as soon as possible.
7. Changes or Cancellations by Monalisa Spa Cusco
In exceptional circumstances, we may need to change or cancel an appointment because of staff illness, equipment problems, emergencies, safety concerns, or circumstances beyond our reasonable control.
When this happens, we will contact you as soon as reasonably possible and offer:
- A new appointment date or time
- A suitable alternative service, with your agreement
- A refund of any applicable advance payment when rescheduling is not possible
We are not responsible for indirect expenses such as transportation, accommodation, or other personal arrangements associated with the appointment, except where required by law.
8. Health and Safety Information
Before receiving a treatment, please inform our team if you have:
- Allergies or skin sensitivities
- Injuries, recent surgeries, or medical conditions
- Pregnancy
- High blood pressure or heart conditions
- Circulatory problems
- Infections, fever, or contagious conditions
- Any condition that could affect the safety of the treatment
This information helps us determine whether a service should be adapted, postponed, or not performed.
Our massage, spa, salon, and beauty services are intended for wellness and cosmetic purposes. They are not a substitute for medical diagnosis or professional healthcare.
We may refuse, stop, or modify a treatment when reasonably necessary to protect the customer’s or staff’s health and safety.
9. Personal Preferences and Results
Please communicate your preferred massage pressure, areas of discomfort, allergies, sensitivities, or other relevant preferences before or during the treatment.
Individual results from massage, skincare, hair, nail, and beauty services may vary depending on personal characteristics, previous treatments, aftercare, and other factors.
We do not guarantee identical results for every customer. However, services will be performed with reasonable professional care and according to the description provided.
10. Minors
Customers under 18 years of age must have authorization from a parent or legal guardian.
Depending on the service and the customer’s age, the parent or guardian may be required to remain present during the appointment.
We reserve the right to refuse treatments that are not appropriate for a minor.
11. Personal Belongings
Customers are responsible for their personal belongings while visiting our premises.
Please take reasonable care of mobile phones, jewelry, money, passports, bags, and other valuables. If you believe an item has been lost, notify our staff immediately so we can assist you.
Nothing in this section excludes responsibility where liability cannot legally be limited.
12. Customer Conduct
We are committed to providing a safe, respectful, and professional environment.
Aggressive, abusive, discriminatory, threatening, sexually inappropriate, or unsafe behavior will not be tolerated. We may stop a service and ask the person involved to leave the premises.
Depending on the circumstances, payment for the reserved service may still be required, subject to applicable law.
13. Promotions and Special Offers
Promotions:
- Are subject to availability
- May have specific validity dates
- Cannot be combined unless expressly stated
- May apply only to selected services or appointment times
- Must be mentioned before payment
- Have no cash value
The specific conditions published with each promotion will apply.
14. Payments and Refunds
Accepted payment methods will be communicated before or at the appointment.
Refunds for deposits will be evaluated according to:
- The cancellation notice provided
- Any conditions communicated before payment
- Expenses already incurred for personalized materials or preparations
- The reason the service could not be provided
- Applicable Peruvian consumer protection law
Completed services are generally not refundable solely because of a change of preference. This does not affect the customer’s legal rights when a service is not provided as offered or lacks the required suitability or quality.
If you have concerns about a completed service, please inform us promptly so we can review the situation and propose an appropriate solution.
15. Privacy and Personal Information
Personal information collected during the booking process is handled according to our Privacy Policy:
We use booking information to manage appointments, communicate with customers, provide requested services, and meet applicable legal obligations.
16. Complaints and Customer Support
If you have a concern about your appointment or service, please contact us:
Monalisa Salon & Spa Cusco
Triunfo Street 374, Office 102
Historic Center of Cusco, Peru
Email: reservas@monalisaspacusco.com
Phone and WhatsApp: +51 993 492 123
Customers may also request access to our Libro de Reclamaciones at our premises, in accordance with applicable Peruvian consumer protection requirements.
17. Changes to These Terms
We may update these Booking Terms and Conditions when our services, operating procedures, or legal obligations change.
The latest version will be published on this page with an updated revision date. The conditions communicated and accepted at the time of a confirmed booking will apply to that appointment.
18. Applicable Law
These Booking Terms and Conditions are governed by the laws of the Republic of Peru.
Any provision in these terms will be interpreted in accordance with applicable consumer protection and personal data protection legislation. Nothing in these terms removes or limits rights that cannot legally be waived.
