Waiver of Liability Relating to Coronavirus/COVID-19

June 2020

Dear Client,

we are pleased to announce that we have opened our both spas from 9am to 7pm
every day with reduced services together with specific requirements and regulations. As per government directives Salons and Barbershops are allowed to operate during this very difficult time and we have worked very hard to put certain and effective safety measures in place.

COVID-19 has been declared a worldwide pandemic by the World Health Organization and is contagious. As a result, the Government of Kenya requires social distancing and various other measures and has made the wearing of masks mandatory.

Serenity Spa has put in place reasonable preventative measures to reduce the spread of COVID-19; however, Serenity Spa cannot absolutely guarantee that you will not become infected with COVID-19.

  • acknowledge the contagious nature of COVID-19 and voluntarily assume the risk that you may be exposed to or infected by COVID-19 while attending Serenity Spa;
  • understand that there is a risk of becoming exposed to or infected by COVID-19 at Serenity Spa as a result from the actions or omissions of others;
  • voluntarily agree to assume all of the foregoing risks and accept sole responsibility for any of the consequences arising therefrom;
  • release, covenant not to sue, discharge, and hold harmless Serenity Spa and/or its employees from any liabilities, claims, actions, damages, costs or expenses of any kind arising out of or relating thereto.

Services on Offer

We will be reopening our spas to provide the following services:

  • hair salon services
  • nail services
  • waxing
  • foot massages and
  • reflexology
  • shoulder massage
  • massages
  • scrubs and wraps
  • facials

In order to ensure that we keep you and our team as safe as possible, we are implementing a number of regulations which our staff will follow and which we ask that you follow, should you feel comfortable coming to see us. We ask that you adhere to these regulations so that we can ensure that we continue to be available to those of you who wish to come. We really appreciate your help on these matters.

Booking protocols

We will only take people with appointments and will not accept walk in clients. Our guards will be given a list of all clients each day and they will only let people in whose names are on the appointment list. We ask that you book 24 hours in advance to ensure that we can properly organise ourselves and ensure your and our teams’ safety. As we will be staging clients in and out of the spa to maintain social distancing, we may not always be able to accommodate your specific requested times but will do our best to accommodate you. We may occasionally accept bookings the same day but it will be subject to our protocols of ensuring that everyone is spaced out by distance and time and that the booking does not disrupt those rules.

We will continue to send email confirmations to all clients a day before and these emails will include all our new policies. Unfortunately people coming late may be turned away to ensure that we don’t put others at risk.

All our phone numbers and emails are fully accessible by our team so if you wish to make a booking, please contact us through our normal channels.

Please also note that we cannot be made liable in these unprecedented times but do note that we have taken extra care of our hygiene and measures.

On Premises Protocol

Temperature Measurement.
On your arrival, a staff member will take your temperature and record it. If you have any temperature on arrival, unfortunately we will be obliged to turn you away. Just as our staff will be asked to stay at home if they are feeling unwell, we ask that you also respect this rule. If you do feel unwell please do contact us to cancel and there will be no cancellation fees.

All clients must please wear masks on arrival and please do not remove them at any time during your stay with us. Our team will all do the same – we protect you and you protect us.

Wash Basins on Arrival and Departure.
We have wash basins with water and soap outside our spas which must be used by all clients on arrival. Our team will oversee this but please remember this is to protect you and to protect us. Our team do the same and wash their hands between treatments, on arrival and on departure.

Our schedule is designed such that people do not arrive at the same time so we ask that you please arrive a few minutes early and leave on time so that we can ensure that no one overlaps another guest. In the event that this does happen, we will ask that people stay back to avoid being too close to other clients.

Escorting you to your treatment location.
We do not wish to have any visitors wait in reception. When you arrive at our spa, our therapist will be waiting for you to escort you directly to your allocated treatment location.

Payments & Receipts.
We no longer accept cash while COVID19 is around and we ask that you please pay by Mpesa as our preferred payment method. It avoids you and us exchanging money. If you wish to pay by credit card if you cannot use Mpesa then the machine will be available. The amount of your treatment will be on your booking confirmation so we ask that on completion, you send the payment from your treatment location and confirm to the therapist that it has been done as opposed to asking people to do this at reception. We will send you your receipt digitally to avoid contact.

Amended bookings during treatments.
As much as possible, we would prefer not to amend bookings in case that puts clients through our common areas at the same time. With that in mind, we ask that you try to choose in advance what you wish to do so we can book you in accordingly. If we can accommodate changes when you are there, we will do this only on the basis that it doesn’t affect our scheduling with other clients to ensure social distancing is adhered to.

Selecting Nail Varnishes in our displays.
We ask that when choosing products such as nail varnishes, please point out which you wish to look at and our therapists will take them off the shelf and show you. We ask that you leave the physical touching of the products to our team to again reduce the amount of people picking up our varnishes and products.

Waxing Protocol.
In order to ensure maximum cleanliness, we have decided that each strip applied with our waxing spatulas will be done with a new spatula to avoid the spatula going back into the wax. For the avoidance of doubt, we will not offer any waxing services for the face until further notice.

Single Therapist only.
In the past, we have had occasions when two therapists can work on a client at the same time. Unfortunately given the situation, this will not be possible and our rule is one client one therapist.

Body treatment protocol.
We will require that clients take a shower before any of these treatments, clients must also keep their mask on during the entire treatment. Traditionally, we have our Serenity procedures before, during and after massages, where we offer a welcome touch towel & some lemon water, some energy charge to breath into before commencement of the massage, bowl of flowers under the bed and refreshments after room treatments, we will however not have this for now for safety reasons. Please note that we can only take in a limited number of massages each day as we will need to disinfect the massage rooms completely before they can be used again, hence with the short time we are open (9am-4pm), we will take massages on a first come first served basis.

Our therapist will be wearing a face mask and a shield to protect you and themselves. Again, the room, the products, the equipment will be sanitized and disinfected before and after the treatment.

Given the situation, we have decided that we are unable to offer any refreshments, either drinks or snacks or indeed fruit. We ask that all clients bring their own water bottles with them should you wish to have something to drink while you are having a treatment. We ask that you do not bring food into Serenity Spa.

Please remember that these rules are there to protect both you and our staff. We ask that you please follow our rules for everyone’s benefit so that we can continue to offer you these services once again. We have asked our therapists to end any treatments if the rules are not followed so we ask that you please work with us on this to ensure we all keep safe!

We look forward to welcoming you back to Serenity Spa.

Petra Somen
Managing Director

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