Refund policy

1. Cancellation of services and refunds at the Complex

1.1. Cancellation of services by the Customer and refunds are governed by the applicable legislation of the Republic of Kazakhstan, including the Law on Consumer Protection and the Civil Code of the Republic of Kazakhstan.

2. Refunds by the Provider for services not rendered

The Provider refunds payments for services not rendered under the following rules:

2.1. Refunds are made using the same payment method the Customer used to pay for the Services, whether cash or cashless.

2.2. Refunds are made upon the Customer’s written application.

3. Application procedure

3.1. The application must include:

• the Customer’s full name, identity card or passport series and number, and address;
• the bank details or card number used for payment, or the details and card number to which the refund should be made;
• the electronic ticket or gift certificate number;
• the reason for cancelling the services;
• a cash register or electronic receipt confirming payment for the services must be attached.

3.2. The refund application must be signed and submitted by the Customer in person at the premises of UK Orlovskie Bani LLP, or sent as a scanned copy to the following email address: info@orlovbanya-select.kz.

3.3. The Provider reviews the application within 10 days of submission in person by the Customer or receipt by the Provider if sent by email.

4. Refund amounts

If the Provider approves the Customer’s application, refunds are made in the following amounts:

4.1. If the Service is not rendered through the Provider’s fault, including unilateral cancellation by the Provider, 100% of the amount paid for the unrendered Service is refunded;

4.2. If the Customer cancels the Service and gives the Provider at least 24 (twenty-four) hours’ notice before the time specified in the Order, 100% of the amount paid for the unrendered Service is refunded;

4.3. If the Customer cancels without notifying the Provider with less than 24 (twenty-four) hours remaining, no refund is made. The Provider retains 100% of the amount paid for the unrendered Service to compensate for preparation costs.

4.4. If the Service is not rendered through the Customer’s fault, including failure to attend at the scheduled time, no refund is made and the Service is deemed rendered.

4.5. If the Customer arrives late, the duration of the Service is reduced by the length of the delay.

4.6. A gift certificate for the Provider’s services is valid for 1 (one) year. After it expires, the Service cannot be rendered and no refund is made.

5. Final provisions

5.1. These rules have been drawn up in accordance with the Civil Code of the Republic of Kazakhstan and the Law on Consumer Protection.