LOYALTY CARDS. Frequently Asked Questions and Terms & Conditions

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1 LOYALTY CARDS From 1 March 2013 we discontinued our old Spa Points scheme and replaced it with a Loyalty Card scheme. In the past the points were printed on the client's bill when they left, but from now on they will need to get stamps on their Loyalty Card. Get one stamp for every 15 spent on products or treatments. Each full card is worth 15 off a treatment. What can you get stamps for Frequently Asked Questions and Terms & Conditions 1. What do I get stamps for? Any of the following paid for by cash or credit/debit card: full price treatments full price packages full price vouchers full price products. 2. What do I not get stamps for? corporate discounted prices VIP prices special offers walk in offers courses of treatment party packages treatments paid for (in full or part) with our own vouchers or gift cards treatments paid for (in full or part) with third party vouchers or gift cards (e.g. Wahanda, Last Minute, Red Letter Days, Virgin Experience, etc) special occasion packages (i.e. Basic Emerald, Ruby or Diamond Gorgeous You). 3. What stamps do I get? You get a stamp for every 15 you spend on full price treatments, packages, vouchers or products in a single transaction. The items in a single transaction are cumulative so you are awarded stamps for your total bill of full price items. For example: 10 full price treatment plus 10 full price product = 20 = 1 stamp. 15 discounted treatment plus 15 full price product = 30, but only 15 is eligible = 1 stamp 45 treatment paid for by voucher plus 20 full price product = 65 but only 20 is eligible = 1 stamp. 60 treatment paid for by voucher plus 45 discounted product = 105 but no item is eligible = 0 stamps. 4. Can I get stamps for products, packages and treatments that are discounted or on special offer? No - you only get stamps for full price treatments, packages and products.

2 5. I'm a VIP member, do I get stamps? No, you only get stamps if you are paying full price for something. If you are a VIP member then you should never have to pay full price for anything. 6. I have a corporate discount, do I get stamps? Not on treatments that you use your corporate discount on. But if you buy full price treatments, products or vouchers then you can get stamps. 7. I am using a voucher to pay - do I get stamps? No, you get stamps when you buy vouchers, not when you use them. 8. If I pay for my treatment this morning and come back and pay for products later, can I add together the two bills and get stamps for the total amount? No, you will get stamps for each billed amount paid in a single transaction (you cannot accumulate stamps over several separate transactions). 9. I'm buying vouchers or products online, can I get stamps? No, when we sell vouchers online they are either special offers ed out or sent in the mail with free P&P, so they do not get stamps. 10. I have booked and paid for a treatment using the online booking system, can I get stamps? Yes - you can get your card stamped when you leave after your appointment. 11. I have bought a course of treatments, do I get stamps? No. When you book a course of treatments you get a discount already, so these are excluded from the loyalty scheme. 12. I'm going to come back and buy some products or have a treatment, can I get stamps now? No. You get stamps only when you pay for a treatment you have had or product you are taking away with you. 13. I've just paid a deposit, can I get stamps now? No, you get the stamps when you leave following your treatment. 14. I've got a third party voucher / gift card, can I get stamps if I use it? No, because third parties already charge us a fee for the vouchers/cards we accept we cannot also give stamps. 15. I'm booking a party or a "Special Occasion" package, can I get stamps? No, administering this would be too complicated and these items are already discounted. However, you do get stamps if you book a standard full-price package. 16. I forget to get my stamp or I didn't have my Loyalty Card with me at my last appointment, can I still get the stamps?

3 We should always ask for your Loyalty Card when you depart to add on any stamps. If you forget your Loyalty Card we can't give you stamps later, but you can take another Loyalty Card and put the stamps on that. How you can redeem your Points 1. I want to redeem a card, how do I do it? Just write your name on your loyalty card when it is full and hand it in in full or part payment for your treatment when you depart. 2. Can I redeem an incomplete card? No, you must have all 15 stamps to redeem a card. We cannot redeem part completed cards. 3. I'm leaving the area! Can I transfer my points to someone else? Yes, just give your card to the person you want to take the points and they can continue to use it. 4. Can I give my card to someone else to use? Yes, if you want to give your card to someone then you can. 5. Because I forgot to bring my card to one of my appointments, I have 5 stamps on one card and 10 on another. Can I use them together? Yes, provided you have 15 stamps in total you can use more than one card, but we will keep the cards when they have been used, regardless of how many stamps they have. 6. What can I use a completed card for? You can use your completed card to pay in full or part for any full price treatment or package. You can also use completed cards to pay in full or part for party bookings or special occasion packages. 7. What can't I use a completed card for? You cannot use a completed card in full or part payment for: special offers walk in offers products (full price or discounted) vouchers (full price or discounted) discounted treatments (except for parties and special occasion packages). 8. Can I save up my cards and use several at the same time? Yes - if you have two full cards, you'll get 30 credit; three full cards would be 45 credit, etc. So it would be possible to save to get a treatment package or spa day if you wanted to. 9. I've lost my card - can it be replaced?

4 No, sorry, cards aren't personalised so we can't give you a replacement card. We can see what your spend has been, but we can't guarantee that your card won't be picked up and used by someone else. Using the Mobile App instead of a Card 1. How do I download the Mobile App? Search on your app store for At One Day Spa and download for free. 2. Is it iphone or Android? The App is available on both iphone and Android. 3. How does the Loyalty Card work on the App? Exactly the same way as the physical loyalty card does. Use the App Loyalty screen in place of a physical Loyalty Card. When you leave after your treatment you get a stamp on your app instead of on a card. The same terms and conditions apply. 4. What if I've already got a physical card, can I change to the app? Yes, of course, just hand in your card and we'll transfer the stamps to the app. We'll keep your card and dispose of it for you. 5. What else do I get from the App? The app is the easy way to access all our information without calling or logging onto the website. Look through our treatments, book appointments direct into our diary, buy products, view our latest offers and post your views, opinions and photos. If you permit push notifications you'll also get news of any last minute offers and late availability deals. Transferring from our old Spa Points Scheme 1. You already had a "Spa Points" loyalty scheme, what's the difference? Under our old loyalty scheme you got a point for every 15 spent on an individual treatment or product. This meant that if (for example) you had a 10 treatment and bought a 10 product, you wouldn't receive any stamps even though you'd spent 20. Under the new scheme you would get a stamp for spending over 15. Under the old system each treatment had a points redemption value. The new system redemption values roughly translate to the redemption values of the old system. 2. Why did you change your loyalty scheme? The old scheme was integrated into our Spa booking software which meant that there were rules built into it that we couldn't change. Client feedback indicated that this was too confusing and inflexible. Many people were also unaware that they were collecting points so weren't using them. Furthermore, client feedback was that the treatment "points redemption value" was confusing and not transparent for everyone. The new scheme should ensure that everyone

5 knows what they are collecting, what they can use cards for, and is more flexible to our clients' needs. 3. What happens to my old points? We will translate every old point you have into a stamp. So if you have 10 points you get 10 stamps on a new card. If you were already saving your points for a specific treatment under the old scheme, please let us know and we will make sure that the points are translated so that you can continue collecting to get that treatment under the "old rules". Once you have used your points for your treatment, you will transfer onto the new loyalty card system. 4. I've been in for treatment since the start of March and I haven't had any new points added on my bill and I haven't been offered a Loyalty Card! Help? Don't panic. We have all your account details held. We stopped assigning the old points from 1 March, but this has been a big transition for us so we may not have offered everyone cards. Just let us know and we'll transfer your old points and any accumulated since 1 March. 5. I want to stay on the old scheme, can I? Sorry, but we need to move everyone to the new scheme and cannot run the two in parallel except for transitioning people from the old to the new.

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