Effective Date: April 22, 2025
At Urban Retreat, accessible at https://urbanretreat.me, we are committed to protecting the privacy and personal information of our clients and visitors. This Privacy Policy outlines how we collect, use, store, and safeguard your information, as well as your rights with regard to your data.
We collect personal data in the following ways:
Full Name
Email Address
Phone Number
Appointment details (e.g., treatment type, location, time)
IP Address
Browser Type and Version
Device Information
Pages Visited
Session Duration
Cookies and Usage Data
Login credentials (email and password)
Service history and preferences
Communication preferences
We use your personal data for the following purposes:
To process bookings and send confirmations
To provide personalized customer service
To notify you about promotions, offers, or updates (with your consent)
To improve the user experience on our website
To manage your account and service history
To comply with legal obligations or respond to lawful requests
Urban Retreat does not sell or rent your personal data to third parties. We may share information only in the following limited cases:
Service Providers: Trusted third-party companies that assist in hosting, booking systems, marketing tools, and customer service operations.
Legal Obligations: If required to do so by law, subpoena, or government request.
Security Enforcement: To prevent or address fraud, security breaches, or misuse.
We take data protection seriously and implement industry-standard safeguards:
SSL encryption on all website communications
Secure cloud storage systems
Regular data audits
Access controls and authentication procedures
We retain personal information only for as long as necessary to fulfill the purposes outlined in this policy or as required by law.
As a user, you have the right to:
Access your personal data
Request correction of inaccurate or incomplete information
Request deletion of your data, subject to any legal retention requirements
Withdraw consent at any time where processing is based on consent
Opt-out of marketing emails via the unsubscribe link
To exercise any of these rights, please contact us at support@urbanretreat.me.
Urban Retreat uses cookies to enhance your browsing experience. Cookies help us:
Remember your preferences
Understand how visitors use the site
Optimize website performance
You may disable cookies in your browser settings, but some parts of the site may not function properly.
Our site may contain links to third-party websites (e.g., maps, booking platforms). We are not responsible for their privacy practices or content. Please review their respective privacy policies before providing any personal information.
Our services are not intended for children under the age of 13. We do not knowingly collect personal data from children. If you believe a child has provided us with personal information, contact us immediately for removal.
Urban Retreat may update this Privacy Policy from time to time. We will post any changes on this page and revise the "Effective Date" above. You are encouraged to review this policy periodically.
At Urban Retreat, we are dedicated to delivering exceptional service and customer satisfaction. Due to the nature of our wellness treatments, our refund policy is as follows:
No Refund for Completed Services: Once a treatment has been rendered (e.g., massage, facial, aromatherapy), refunds are not available, as services are personal, time-based, and non-returnable.
Unsatisfactory Experience: If you are dissatisfied with a service, please notify the branch manager on the same day. We may offer service recovery options such as:
A complimentary follow-up session
A partial credit for future services
In rare cases, a discretionary partial refund
Full Refund: If you cancel at least 24 hours before your appointment.
50% Refund or Credit: For cancellations made within 12 to 24 hours of the scheduled time.
No Refund: For no-shows or cancellations made less than 12 hours in advance.
Packages (e.g., multi-session deals) are non-refundable once partially used.
Gift Cards are non-refundable but can be transferred to another person with prior notification.
To request a refund or dispute a charge, please email us at billing@urbanretreat.me within 7 days of your service date. Include:
Your full name
Date and location of the service
Reason for the request
Receipt or booking reference number
For privacy or refund-related concerns, please contact:
Urban Retreat Headquarters
4th Floor, Mountain View Mall, Waiyaki Way
Nairobi, Kenya 00100
📧 support@urbanretreat.me
📞 +254 700 145 255
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