Booking Policy
Effective 23 September 2026
Lispa protects each appointment so that every treatment can remain unhurried, properly prepared and delivered with appropriate care.
These terms apply to appointments booked with Lispa Group Ltd. (“Lispa”, “we”, “us”).
Confirmation
An appointment is confirmed only when Lispa issues a booking reference or expressly confirms the appointment by email, message or another agreed method.
Submitting an online booking request does not by itself guarantee an appointment. Online requests remain subject to live availability and confirmation by Lispa.
The treatment, price and any deposit, cancellation or other material booking condition applicable to the appointment will be made clear before the booking is confirmed.
Changes, cancellations and no-shows
If you need to move or cancel an appointment, please contact Lispa as soon as reasonably possible.
Changes are subject to availability.
Lispa will not impose a cancellation or no-show charge unless the applicable charge or the basis on which it may be charged was clearly disclosed before the booking was confirmed or otherwise expressly agreed with you.
Any cancellation charge, retained deposit or refund will be handled in accordance with the conditions disclosed to you and applicable consumer law.
Nothing in this policy limits any statutory right you may have.
Arrival and treatment time
Please arrive with enough time to settle before your appointment.
If you arrive late, Lispa may need to shorten the treatment where extending it would delay another guest or disrupt later appointments.
Where the full appointment period has been reserved for you, the original treatment price may remain payable even if the treatment has to be shortened because of late arrival, provided this does not affect any right that cannot lawfully be excluded.
Lispa will make reasonable efforts to accommodate late arrivals but cannot guarantee the full treatment time.
Health and treatment suitability
Your safety matters. Before treatment, please tell Lispa about any health condition, allergy, pregnancy, injury, medication or other circumstance that may affect the suitability of the treatment.
Please provide only information relevant to the treatment.
A practitioner may adapt, postpone, discontinue or decline a treatment where, in their reasonable professional judgement, proceeding would be inappropriate, unsafe or outside the scope of the service.
Where a treatment cannot safely proceed, Lispa may recommend an alternative treatment or offer to reschedule. Any payment, cancellation or refund issue will be considered according to the circumstances, the terms disclosed when booking and applicable law.
Lispa treatments are wellness and beauty services unless expressly stated otherwise. They are not a substitute for medical diagnosis, treatment or advice. Where appropriate, you may be advised to seek guidance from a qualified healthcare professional before receiving a treatment.
Information concerning health or treatment suitability is handled in accordance with Lispa’s Privacy Policy.
Respectful and safe environment
Lispa is committed to providing a safe and respectful environment for guests and team members.
Lispa may refuse to begin, or may stop, a treatment where a person behaves in a threatening, abusive, discriminatory, sexually inappropriate or otherwise unsafe manner.
Where a service is ended because of serious misconduct, any refund or charge will be determined according to the circumstances and applicable law.
Changes by Lispa
Occasionally, an appointment may need to be changed because of practitioner illness, technical problems, venue disruption or another circumstance that prevents Lispa from safely or reasonably providing the booked treatment.
Where Lispa has to cancel an appointment, we will offer a reasonable alternative appointment or refund any amount paid specifically for the cancelled treatment.
Lispa is not responsible for additional indirect costs arising from an appointment change or cancellation except where liability cannot lawfully be excluded.
Gift vouchers
Bookings made using a Lispa gift remain subject to appointment availability, the validity of the gift and the Gift Terms in force for that gift.
A voucher reserves value or a treatment; it does not reserve a particular appointment date or time.
Payments and refunds
Where payment or a deposit is required, the applicable amount and conditions will be communicated before the booking is confirmed.
Refunds due from Lispa will normally be returned using the original payment method unless another method is expressly agreed or required by law.
A refund may require reasonable verification of the booking or transaction.
Consumer rights and complaints
Nothing in this Booking Policy excludes or restricts any right or remedy that cannot lawfully be excluded or restricted under Maltese or applicable EU consumer law.
If you have a concern, please contact Lispa first so that we can try to resolve it directly.
Consumers may also have access to the Malta Competition and Consumer Affairs Authority and applicable alternative dispute resolution procedures.
These terms are governed by Maltese law, without depriving a consumer of any mandatory protection applicable to them under law.
Contact
For booking changes, cancellations, complaints or questions, contact:
Lispa Group Ltd.
Email: [email protected]
Telephone: +356 7719 2359
Please include your booking reference where available.