Terms and Conditions

General terms and conditions MediRelaxa

Version of 11 June 2026. These general terms and conditions apply to all offers, orders and agreements of MediRelaxa, both via the webshop and via the showroom, email or phone.

Article 1. Who we are

MediRelaxa is a trade name of Gelasco.

• Address: Blaubergsesteenweg 63C, 2230 Herselt, Belgium
• Company number and VAT number: BE 1000.295.870
• Phone: +32 456 81 15 79
• Email: [email protected]
• Website: www.medirelaxa.com

Article 2. Definitions

• Consumer: any natural person acting for purposes outside their trade, business, craft or professional activity.
• Business customer: any customer acting within their professional or business activity, such as a salon, practice or company.
• Customer: the consumer or the business customer who concludes an agreement with MediRelaxa.
• Distance contract: any agreement concluded exclusively via the webshop, email or phone, without the customer and seller being physically present at the same time.
• Right of withdrawal: the consumer's right to withdraw from the distance contract within the statutory cooling-off period.
• In writing: by letter or by email.

Article 3. Scope

3.1. These terms apply to all offers of MediRelaxa and to every agreement between MediRelaxa and the customer, unless otherwise agreed in writing.

3.2. MediRelaxa sells both to business customers (including head spa equipment for salons) and to consumers (including Casada massage chairs and accessories). Provisions that apply expressly to consumers do not apply to business customers, and vice versa. Nothing in these terms limits the statutory rights of the consumer.

3.3. A business customer's own purchasing or other terms do not apply, unless MediRelaxa has expressly accepted them in writing.

Article 4. Offer and prices

4.1. All prices are in euros. For products mainly intended for consumers, prices are shown including VAT. For products mainly intended for business customers, prices may be stated excluding VAT; this is then clearly indicated next to the price.

4.2. Shipping costs are clearly shown in the cart and at checkout before the order is completed.

4.3. The offer applies while stocks last. Obvious mistakes or errors in the offer, such as a clearly incorrect price, are not binding on MediRelaxa. In that case we will contact you as soon as possible to propose a correct solution; the customer can then cancel the order free of charge.

4.4. Quotes are valid for 30 days, unless otherwise stated on the quote.

Article 5. Order and conclusion of the agreement

5.1. The agreement is concluded when the customer places the order and MediRelaxa confirms it by email, or when the customer accepts a quote in writing.

5.2. The customer is responsible for providing their details correctly and completely. Extra costs resulting from incorrect details may be charged to the customer.

5.3. MediRelaxa may refuse an order or request additional information in the event of serious indications of fraud, non-payment or misuse. A refusal is communicated with reasons.

Article 6. Payment

6.1. Payment is possible via Bancontact, iDEAL, Klarna, credit card (processed via Stripe), PayPal or bank transfer. For payment by bank transfer, the order is processed once the amount is in our account.

6.2. Unless otherwise agreed in writing, the full price is paid before delivery. For business customers, a different payment term may be stated on the invoice.

6.3. In the event of late payment by a business client, default interest is due by operation of law and without notice of default in accordance with the Act of 2 August 2002 on combating late payment in commercial transactions, plus a fixed compensation of 10% of the outstanding amount with a minimum of 50 euros, without prejudice to the right to demonstrate higher actual damage.

6.4. In the event of late payment by a consumer, we first send a free reminder with a term of fourteen calendar days. Only after that can default interest at the statutory interest rate and a fixed compensation be charged, each within the maximums of Book XIX of the Code of Economic Law.

Article 7. Retention of title

7.1. The delivered products remain the property of MediRelaxa until the customer has paid the full price, including any costs and interest. Until then the customer may not resell, pledge or encumber the products, and must keep them in good condition.

Article 8. Delivery

8.1. Products in stock are as a rule delivered within 1 to 2 weeks. The delivery time is communicated with the order. For consumers: unless another time has been agreed, we deliver no later than 30 days after the order. If that period is exceeded, the consumer may grant us a reasonable additional period and thereafter terminate the agreement free of charge, with a full refund.

8.2. The shipping costs are shown in the cart before the order is placed. Large devices such as head spa beds and massage chairs are delivered via specialised transport or on a pallet.

8.3. In the case of a sale to a consumer, the risk of loss or damage passes to the consumer as soon as they, or a third party designated by them who is not the carrier, physically takes possession of the product. In the case of a sale to a business customer, the risk passes at the moment of delivery to the agreed address.

8.4. The customer ensures that the delivery location is normally accessible. If delivery to the desired location is not possible, for example due to a passage that is too narrow or a floor without a lift, we look for a solution together with the customer. Any demonstrable additional costs are communicated in advance and charged only after the customer's agreement.

8.5. The customer reports visible transport damage to us preferably within 48 hours of delivery, with photos. For consumers this is not a strict deadline; however, a prompt report helps us to recover the damage smoothly from the carrier.

Article 9. Installation and connection

9.1. Installation is not included in the price, except for massage chairs: these are delivered and installed by us at the delivery address.

9.2. Head spa beds are delivered fully assembled, in one piece. The connection to the water supply and drain is carried out by the customer or by an installer of the customer's choice, in accordance with the manual and the applicable standards.

9.3. Mobile head spa units require no installation: plugging into the socket is sufficient.

9.4. The customer arranges suitable utilities (water, drain, electricity) at the location of use. Damage due to an incorrect connection not carried out by MediRelaxa is not covered by the warranty.

Article 10. Training

10.1. MediRelaxa offers an optional two-day head spa training via Belliza. The training is never mandatory when purchasing a device.

10.2. The training costs 750 euros excluding VAT for one participant. A second participant pays 375 euros excluding VAT extra. The dates are set by mutual agreement.

Article 11. Right of withdrawal for consumers

11.1. The consumer who buys at a distance (via the webshop, email or telephone) has the right to withdraw from the agreement without giving reasons within 14 calendar days. That period begins on the day on which the consumer, or a third party designated by the consumer other than the carrier, physically takes possession of the product. For an order with several products delivered separately, the period begins on receipt of the last product.

11.2. To exercise the right of withdrawal, the consumer must inform us within that period, by means of an unambiguous statement, that they are withdrawing from the agreement, for example by email to [email protected] or by letter. The consumer may use the model form in the annex to these terms for this purpose, but this is not mandatory.

11.3. The consumer returns the product, or hands it over to us, without undue delay and in any case within 14 days of the day on which he communicated the withdrawal. The direct costs of returning are borne by the consumer. For large devices that cannot be returned by ordinary post, such as a head spa bed or a massage chair, we provide an estimate of those return costs in advance on request.

11.4. We will refund all payments received, including the standard delivery costs, without undue delay and in any case within 14 days of the day on which we receive notice of the withdrawal. We may withhold the refund until we have received the product back, or until the consumer has demonstrated that they have returned it, whichever occurs first. The refund will be made using the same means of payment as the original transaction, unless the consumer expressly agrees to a different method; no charges will be applied for this. If the consumer has chosen a more expensive method of delivery than the cheapest standard delivery, we will not refund the additional costs of this.

11.5. During the cooling-off period the consumer may unpack and inspect the product as would be permitted in a shop, in order to establish its nature, characteristics and functioning. If the consumer uses the product beyond what is necessary for this, the right of withdrawal remains, but MediRelaxa may deduct the resulting depreciation in value from the refund.

Article 12. Exceptions to the right of withdrawal

12.1. The right of withdrawal does not apply to business customers. For them, the cancellation arrangement of Article 13 applies.

12.2. The right of withdrawal also does not apply to:

• sealed products which, for reasons of health protection or hygiene, are not suitable to be returned once the seal has been broken after delivery (for example certain attachments and accessories that come into contact with skin or hair);
• products made to the consumer's specifications or clearly intended for a specific person.

Article 13. Cancellation by business customers

13.1. A business customer can only cancel an order with the written consent of MediRelaxa.

13.2. In the event of cancellation of an order of stock goods after the order has been placed, a flat-rate fee of 15% of the order amount is due, to cover administration, handling and storage costs.

13.3. In the event of cancellation of goods specially ordered or configured for the customer, the actual and demonstrable costs incurred may also be charged, up to a maximum of the order amount.

Article 14. Warranty

14.1. For consumers, and without prejudice to what follows below, the two-year legal guarantee for consumer goods always applies (Articles 1649bis et seq. of the old Belgian Civil Code). If the product shows a lack of conformity within that period, the consumer is entitled to free repair or replacement and, if that is not possible or does not take place within a reasonable time, to an appropriate price reduction or rescission of the sale. The commercial guarantee below never detracts from this and comes on top of it.

14.2. In addition, MediRelaxa gives the following commercial warranty on manufacturing and material defects, from the delivery date:

14.3. The warranty applies only with correct use and maintenance according to the supplied manual. Not covered are:

• wear parts and consumables, such as upholstery, filters, hoses, attachments and similar parts that wear out under normal use;
• damage due to incorrect, abnormal or professionally improper use, or due to inadequate maintenance or cleaning with unsuitable or aggressive products;
• damage due to limescale;
• damage due to an incorrect connection to water or electricity not carried out by MediRelaxa;
• damage due to external causes, such as drop or impact damage, water damage, fire, lightning strike or power surge;
• products on which repairs or modifications have been carried out by persons not authorised to do so by MediRelaxa.

14.4. For consumers, the exclusions in Article 14.3 apply only within the limits of the statutory warranty: a lack of conformity covered by the statutory warranty is always remedied free of charge.

14.5. To make a claim under the guarantee, the client contacts us via [email protected] with proof of purchase, a description of the problem and, if possible, photos or a short video. We assess the fastest solution on a case-by-case basis: on-site repair, repair in our workshop in Herselt, replacement of parts or replacement of the product. The practical handling and any transport are agreed with the client in advance.

Article 15. Complaints

15.1. Complaints can be reported via [email protected] or by letter to our address. We confirm receipt within 5 working days and aim for a substantive answer within 14 calendar days.

15.2. Consumers report a defect within a reasonable period after they have established it. A late report never leads to the loss of consumers' statutory rights.

15.3. Business customers inspect the products on delivery and report visible defects in writing within 7 calendar days of delivery. They report hidden defects in writing within 7 calendar days of discovering them. After those periods, the delivered products are deemed to have been accepted by the business customer.

Article 16. Liability

16.1. MediRelaxa's products are intended for relaxation and wellbeing and for professional use in the wellness sector. They are not medical devices and they are not intended for the diagnosis or treatment of conditions. The customer uses the products in accordance with the manual and consults a doctor in the event of health questions.

16.2. With regard to business customers, MediRelaxa's liability is limited to direct damage and to at most the invoice amount of the product concerned. With regard to business customers, MediRelaxa is not liable for indirect damage, such as lost profit, loss of turnover, loss of clientele or business stagnation.

16.3. No provision of these terms excludes or limits MediRelaxa's liability for intent or gross fault on the part of MediRelaxa, for fraud, or for damage from death or personal injury caused by its fault. With regard to consumers, the limitations in this article apply only to the extent that the law permits; the consumer's statutory rights, including the legal guarantee and the rules on product liability, remain fully in force.

Article 17. Force majeure

17.1. MediRelaxa is not liable for a delay or failure resulting from force majeure, such as serious transport disruptions, supply problems at manufacturers, natural disasters, fire or government measures. We inform the client as soon as possible. If the force majeure lasts longer than 60 days, both parties may terminate the agreement free of charge for the part not yet performed; amounts already paid for undelivered products are then refunded.

Article 18. Intellectual property

18.1. All texts, photos, videos, logos and other content on the website and in MediRelaxa's communications are protected by intellectual property rights and belong to MediRelaxa or its licensors. Reproduction or use of them is only permitted with prior written consent. If you believe that certain content infringes your rights, please report this via [email protected]; well-founded requests we will handle as soon as possible.

Article 19. Privacy

19.1. MediRelaxa processes personal data in accordance with the General Data Protection Regulation (GDPR). How we do this is set out in our privacy policy on the website.

Article 20. Applicable law and disputes

20.1. Belgian law applies to all agreements. For consumers residing in another country, the mandatory protection rules of their country of residence continue to apply.

20.2. We first try to resolve any dispute amicably. Consumers can also turn to the Belgian Consumer Ombudsman for out-of-court dispute resolution: www.consumentenombudsdienst.be.

20.3. Disputes with business customers are submitted to the competent courts of the judicial district of Antwerp, Turnhout division. For disputes with consumers, the court designated by law has jurisdiction; the consumer can always bring the case before the court of their own place of residence.

Article 21. Final provisions

21.1. If a provision of these terms is void or unenforceable, the remaining provisions remain fully in force. The void provision is replaced by a valid provision that approaches its intent as closely as possible.

21.2. MediRelaxa may amend these terms. The version in force at the time of the order always applies to an order.

Appendix: Model withdrawal form

Only complete and return this form if you wish to withdraw from the agreement. You can also send it by email to [email protected].

To: MediRelaxa (Gelasco), Blaubergsesteenweg 63C, 2230 Herselt, Belgium, email: [email protected]

I/We (*) hereby notify you that I/we (*) withdraw (*) from our agreement concerning the sale of the following goods (*) / the provision of the following service (*):

• Ordered on (*) / Received on (*): ……………………………………
• Name of consumer(s): ……………………………………
• Address of consumer(s): ……………………………………
• Signature of consumer(s) (only when this form is submitted on paper): ……………………………………
• Date: ……………………………………

(*) Delete as appropriate.