General Terms & Conditions – Inanna Wellness Berlin

Inanna GmbH
General Terms and Conditions

(These General Terms and Conditions are binding exclusively in their German-language version. The English-language version available at https://inanna.beauty/en/terms-and-conditions is provided for convenience only and has no legal effect. In the event of any inconsistency, the German-language version shall prevail.)

These General Terms and Conditions (hereinafter "GTC") apply to all contracts for the provision of services and the sale of products between:

Inanna GmbH
Charlottenstraße 19, 10117 Berlin
Registered with the Local Court (Amtsgericht) of Charlottenburg under HRB 237773 B
Represented by the Managing Director, Mr Siddharth Raja
VAT ID: DE352548770
Tax number: 30/358/52233

Email: keepshining@inanna.beauty 
WhatsApp: https://inanna.spa/whatsapp 
Phone: 0800 0808 800 (toll-free from the German landline network)
Web: https://inanna.beauty 

— hereinafter "Provider" —

and the respective client

— hereinafter "Client" —

§ 1 Scope and Definitions

(1) These GTC apply exclusively to all contracts between the Provider and the Client for the provision of services and the sale of products. They apply in the version current at the time of booking or purchase. Defined terms are explained in this section. "Services" comprise skincare and facial treatments, body treatments and massages, lymphatic drainage, radiofrequency and ultrasound therapy, LED phototherapy, chemical peels, microneedling, laser and electrolysis hair removal, hair and scalp treatments, hypoxia-hyperoxia training, and all associated consultations, programs, and ancillary services. "Services" further encompasses any additional aesthetic, wellness, or supportive care services offered by the Provider from time to time. "Products" comprise cosmetic preparations and skincare products sold on the Provider's premises.

(2) Any terms of the Client that deviate from, supplement, or conflict with these GTC shall not become part of the contract unless the Provider has expressly agreed to their applicability in text form (§ 126b BGB).

(3) Program-specific patient information sheets, consent forms, and care documentation supplement these GTC and form part of the contractual relationship. In the event of a conflict between such documents and these GTC on commercial or contractual matters, these GTC shall prevail.

(4) "Client" means any natural or legal person who uses the Provider's services or purchases products from the Provider.

(5) A "consumer" is a natural person who enters into the contract for purposes that are predominantly outside the scope of their trade, business, or profession (§ 13 BGB). An "entrepreneur" is a natural or legal person, or a partnership with legal capacity, acting in the exercise of their trade, business, or profession when entering into the contract (§ 14 BGB).

§ 2 Formation of Contract

(1) The presentation of services and products on the Provider's website, in printed materials, or in oral form constitutes a non-binding invitation to submit an offer (invitatio ad offerendum).

(2) The Client may book services via the online booking system, by telephone, by email, via WhatsApp, or in person. Products may be purchased exclusively in person on the Provider's premises.

(3) An online booking constitutes a binding offer by the Client. By completing the booking, the Client acknowledges the applicability of these GTC. The automated booking confirmation is merely an acknowledgment of receipt and does not constitute acceptance. The online booking system satisfies the requirements of § 312j(3) BGB.

(4) The contract for services is formed upon receipt by the Client of the Provider's express appointment confirmation. Confirmation may be sent by email, SMS, WhatsApp, or communicated by telephone.

(5) For bookings made by telephone or in person, the service contract is formed upon the Provider's oral or written confirmation.

(6) For on-site product purchases, the contract is formed upon handover of the product at the point of sale and payment.

(7) The contract text, including these GTC, shall be provided to the Client on a durable medium (e.g., by email) upon formation of the contract (Art. 246a § 1 EGBGB).

(8) The binding contract language is German. The English version is provided for informational purposes only. In the event of any discrepancy between the German and English versions, the German version shall prevail.

(9) The Provider shall draw the Client's attention to these GTC before or at the time of booking and shall enable the Client to take notice of their full content in a reasonable manner (§ 305(2) BGB). For online bookings, this is fulfilled by a hyperlink to the GTC and an active confirmation during the booking process. For bookings made by telephone or in person, the Provider shall refer to the GTC orally and make them available on the premises or by reference to its website.

§ 3 Bookings on Behalf of Third Parties

(1) A Client who books on behalf of a third party warrants their authority to accept these GTC on that person's behalf and assumes the payment obligation.

(2) The person receiving treatment must complete the health questionnaire (§ 8) before the first appointment. The Provider is not obligated to perform the treatment if this requirement has not been met.

§ 4 Minimum Age and Parental Consent

(1) The Provider may restrict certain services to Clients who have reached the age of 18.

(2) For Clients under 18, the written consent of a parent or legal guardian is required prior to treatment. The Provider may request proof of age and guardianship.

(3) The Provider may decline to treat a minor without verifiable parental or guardian consent. No cancellation fee shall apply in such cases.

§ 5 Appointments

(1) Confirmed appointments are binding on both parties.

(2) The Client should arrive at least five minutes before the scheduled appointment time.

(3) A delay on the part of the Provider of up to 15 minutes shall not entitle the Client to cancel or to a price reduction. In the event of a delay exceeding 15 minutes, the Client may withdraw free of charge. Where a delay is foreseeable at the time of the Client's arrival, the Provider shall inform the Client and offer a complimentary rebooking.

(4) If the Client arrives after the scheduled start of treatment, § 7(5) and § 7(6) shall apply.

(5) Arrival more than 15 minutes after the scheduled appointment time may be treated as a no-show pursuant to § 7(6).

§ 6 Prices and Payment

(1) The prices displayed at the time of booking or purchase shall apply. All prices are stated in euros and include the applicable statutory value-added tax (currently 19%).

(2) Payment is due upon provision of the service or at the point of sale for product purchases, unless the Provider has agreed otherwise in text form (§ 126b BGB).

(3) Accepted payment methods: credit card (Visa, Mastercard, American Express), EC card / Girocard, cash, Apple Pay, Google Pay, PayPal, and bank transfer. Contactless payment is accepted. Checks are not accepted.

(4) The Provider may require an advance payment or deposit for high-value services, packages, or longer-term programs. Details shall be communicated before the booking confirmation.

(5) In the event of late payment, the Provider may charge default interest at the statutory rate (§ 288 BGB). The right to claim additional damages for default is reserved.

(6) The Provider shall issue an invoice or receipt for all services and products in accordance with applicable law.

(7) The Client may only set off claims that are undisputed, have been established by final judgment, or are ready for decision. This restriction shall not apply to undisputed or finally adjudicated counterclaims arising from the same contractual relationship.

§ 7 Cancellation, Late Arrival, and No-Show

(1) All appointments within the Inanna Privé® system are reserved exclusively for the Client, individually prepared, and scheduled with dedicated preparation and recovery time for the treatment environment.

(2) Cancellation or rescheduling free of charge is possible up to 24 hours before the scheduled start of treatment, provided that notice is given in accordance with paragraph 7.

(3) In the event of cancellation less than 24 hours before the scheduled appointment or non-attendance without prior notice, the Provider is entitled to charge a cancellation fee of up to 100% of the booked service value. This fee reflects the Provider's typical loss, which comprises: the exclusive reservation of the treatment room; the individual preparation of products, materials, and equipment for the Client's specific treatment; the assignment of a practitioner for the entire duration of the appointment; and the loss of the appointment slot, which, given the limited capacity and advance-booking structure of the Inanna Privé® system, generally cannot be reassigned at short notice. The cancellation fee constitutes liquidated damages within the meaning of § 309 no. 5 BGB. The Provider's saved expenses in the event of non-performance are negligible relative to the total service value. Saved expenses are limited to unopened consumable materials and typically represent less than 5% of the service value; all other cost components — room reservation, practitioner assignment, equipment sterilization, and appointment exclusivity — are incurred regardless of the Client's attendance.

(4) The Client shall have the opportunity to demonstrate that the Provider's actual loss in the individual case was lower than the fee charged under paragraph 3. In such event, the fee shall be reduced accordingly. The Provider shall equally have the opportunity to demonstrate that the actual loss exceeded the fee; in such event, the Provider may claim the higher amount.

(5) If the Client arrives late but within 15 minutes, the Provider shall endeavor to deliver the service within the remaining time. The treatment may be shortened; the full price remains due. An extension of the appointment beyond the scheduled end time is not owed.

(6) If the Client arrives more than 15 minutes after the scheduled appointment, the Provider may treat the appointment as a no-show under paragraph 3, provided the remaining time is, in the Provider's assessment, insufficient for safe performance. Should the Provider nevertheless deliver a shortened treatment, paragraph 5 shall apply.

(7) Cancellations and rescheduling requests must be communicated in text form (§ 126b BGB). The following channels satisfy this requirement:

— Email: keepshining@inanna.beauty 
— WhatsApp: https://inanna.spa/whatsapp 
— In writing to: Inanna GmbH, Charlottenstraße 19, 10117 Berlin
— In person on the premises (documented by the Provider)

Telephone calls, voicemail messages, and oral statements do not suffice. If a Client communicates a cancellation by telephone, the Provider shall confirm it in text form. The cancellation shall take effect upon receipt of the Provider's confirmation.

(8) Compliance with the 24-hour deadline is determined by the time of receipt. For email and WhatsApp, the message shall be deemed received when it reaches the Provider's server, regardless of whether it has been read. The Client bears the burden of proving timely and proper notice. The Provider maintains a cancellation log recording the time, channel, and content of each notification received.

(9) The cancellation policy applies to each individual session within a package or course. Missed sessions shall not be rescheduled unless the Provider agrees.

(10) For services valued at more than €500, the Provider may require a deposit (§ 6(4)). A deposit already paid may be set off against any cancellation fee due. Any surplus shall be refunded.

(11) If the booking is made by a person other than the recipient of the service, the person making the booking shall be liable for the cancellation fee. If a voucher holder books under § 15, the holder assumes these obligations upon booking.

(12) If multiple services are booked for the same visit, the cancellation fee shall apply to the aggregate value. Each service is reserved and prepared individually within the Inanna Privé® system.

(13) The cancellation fee under paragraph 3 shall be waived if the Client's attendance is prevented by extraordinary, catastrophic circumstances entirely beyond the Client's control, limited to: officially ordered movement restrictions; natural disasters or severe weather events; or large-scale disruptions to public transportation infrastructure, confirmed by the competent transportation authority, that render travel to the premises impossible or unreasonable. Ordinary disruptions to local public transit do not qualify. The Client shall notify the Provider without delay and provide evidence upon request. The Provider shall assess whether the conditions of this paragraph are met. This assessment is without prejudice to the Client's right to judicial review.

(14) Outstanding cancellation invoices must be settled before a new appointment may be booked. After two or more instances of no-show or late cancellation within a 12-month period, the Provider may additionally require advance payment for future bookings or decline them.

(15) In the event of a documented, unforeseeable impediment — limited to acute hospitalization, an acute medical emergency requiring immediate professional treatment, or involvement in a reportable accident (police report) — the Provider may, at its sole discretion, consider a partial reduction of the cancellation fee. A full waiver is generally not granted. The Client shall submit appropriate evidence (medical certificate, hospital admission record, or police report) within 14 calendar days of the missed appointment. Applications submitted after this deadline shall not be considered. No legal entitlement to a reduction exists. The Provider's assessment shall be authoritative in the first instance. The Client's right to judicial review remains unaffected.

(16) Cancellation invoices shall be issued within 14 calendar days of the missed appointment. Payment is due within 14 calendar days of receipt of the invoice.

§ 8 Client's Duty to Disclose and Cooperate

(1) Before the first treatment — and before subsequent treatments where relevant — the Client shall complete the Provider's health questionnaire (intake form) fully and truthfully.

(2) The questionnaire covers: existing medical conditions; chronic illnesses; allergies or intolerances; current medication (including topical preparations); skin conditions; pregnancy or breastfeeding; recent surgical or aesthetic procedures; implants or prostheses in the treatment area; oncological treatment status (including type, phase, and date of most recent treatment); ports, catheters, drains, or medical devices in or near the treatment area; lymphedema or lymph node removal; neuropathy or altered sensation; irradiation fields; immunosuppressive medication; trimester and estimated delivery date (where applicable); delivery method and postpartum recovery status; current instructions or restrictions from the treating physician, obstetrician, or midwife; and any other circumstances relevant to safe service delivery.

(3) Any changes to the Client's health status after the initial completion of the questionnaire must be communicated before the next treatment.

(4) The Provider's assessment of treatment suitability is based on these disclosures. Their accuracy is essential for safe service delivery.

(5) The Client shall follow all pre- and post-treatment instructions. Non-compliance may affect the outcome and may limit the Provider's liability.

(6) The Provider requires a treatment-specific consent form for each treatment. By signing, the Client confirms that the expected effects, potential side effects, contraindications, and aftercare requirements have been explained and understood, and agrees to all aftercare obligations stated therein. Non-compliance with such obligations is subject to § 12.3.

(7) Where the Provider offers micronutrient analysis or individually formulated dietary supplements as part of the agreed services, the Client's express consent is required for: (a) the referral of blood samples to an independent diagnostic laboratory for analysis; (b) the transfer of health-related data to the laboratory and to the supplement formulator for the purpose of individual formulation; and (c) the receipt and further processing of blood test results by the Provider as part of the Client's health record. This consent is obtained as part of the treatment-specific consent form under paragraph 6 and may be revoked at any time in accordance with § 22(2). The Provider has entered into data processing agreements pursuant to Art. 28 GDPR with the relevant laboratory and the formulator. Details are set out in the Privacy Policy.

§ 9 Right to Decline or Discontinue Treatment

(1) The Provider may decline or discontinue a treatment if:

(a) the Client's health questionnaire is incomplete, inconsistent, or has not been submitted;

(b) a professional assessment by the Provider indicates an elevated health risk for the Client;

(c) the Client is visibly under the influence of alcohol, drugs, or other substances that may impair judgment or physical responsiveness;

(d) the Client's conduct is incompatible with safe service delivery or the well-being of other guests or staff (see § 19); or

(e) a previously unknown contraindication becomes apparent during treatment.

(2) If a treatment is declined for reasons attributable to the Client (incomplete disclosures, impairment, or conduct), the cancellation fee under § 7(3) may apply.

(3) If a treatment is declined or discontinued due to a contraindication or health risk identified by the Provider, no cancellation fee shall apply. The Provider shall recommend that the Client seek appropriate medical evaluation.

(4) The Provider may require medical clearance in text form (§ 126b BGB) from the Client's treating physician, obstetrician, midwife, or other qualified medical professional as a precondition for commencing or continuing treatment. This applies where the Provider's professional assessment indicates that the Client's medical circumstances require coordination with the Client's clinical team. The Provider is not obligated to perform treatment before receiving clearance. If an appointment is postponed pending medical clearance, no cancellation fee shall apply to the postponed appointment.

(5) The Client's right to discontinue a treatment already in progress at any time remains unaffected. In the event of voluntary discontinuation, the Client shall pay remuneration on a pro rata basis (§ 628(1) BGB). The individual preparation of the treatment — including the exclusive reservation, the provision of products, materials, and equipment, and the assignment of a practitioner — shall be deemed fully rendered at the commencement of treatment. Remuneration for the portion already performed therefore includes these preparatory services as well as the time-proportionate share of the treatment commenced.

§ 10 Results and Effects

(1) The Provider's services are aesthetic and wellness-oriented. They do not constitute medical treatment, diagnosis, or advice. All device-based treatments fall within the lawful scope of cosmetic practice under the Ordinance on the Protection against the Harmful Effects of Non-Ionizing Radiation on Humans (NiSV) and require neither supervision by nor delegation from a physician or alternative-medicine practitioner (Heilpraktiker).

(2) Results vary individually and depend on skin type, age, health status, lifestyle, treatment frequency, and adherence to aftercare instructions.

(3) No specific outcome is guaranteed. Visual depictions and testimonials are illustrative only.

(4) For treatment courses, individual sessions may produce incremental results that become apparent over time.

(5) Where the Provider offers services designed for clients during pregnancy, the postpartum period, or while undergoing medical treatment — including the programs designated as MamiSpa® and OncoSpa® — these are delivered as supportive well-being care. They do not replace, supplement, or influence the Client's ongoing medical care and do not constitute medical advice, oncological support, or obstetric guidance. The Client remains responsible for coordinating with their treating physician, obstetrician, midwife, or other qualified medical professional regarding the suitability and timing of each service.

§ 11 Products, Materials, and Equipment

(1) The Provider uses professional products, materials, and equipment. Selection is at the Provider's discretion, guided by the Client's needs, the treatment protocol, and availability.

(2) The Provider may substitute a product, material, or piece of equipment with an equivalent alternative, provided the substitution does not materially alter the service and does not conflict with any disclosed allergy or contraindication. The Provider shall inform the Client of any material substitution before or during treatment.

(3) Special product requests, sensitivities, or restrictions must be communicated in advance. The Provider shall use reasonable efforts to accommodate them but cannot guarantee availability.

(4) The Provider maintains hygiene and sterilization standards in accordance with applicable law, in particular the Infection Protection Act (Infektionsschutzgesetz, IfSG) and the relevant Robert Koch Institute (RKI) recommendations.

(5) All device-based treatments are performed in full compliance with the NiSV.

(6) Device-based treatments are performed exclusively by state-certified cosmeticians holding a recognized professional diploma and all specialist-competence certificates required under the NiSV for the respective device categories and treatment types.

(7) The Provider maintains records of each practitioner's state examination, professional-diploma recognition, and NiSV specialist-competence certificates. These records are updated upon any change in personnel, qualification status, or regulatory requirements. The Provider ensures that continuing-education obligations under the NiSV are fulfilled.

(8) The Provider maintains professional-liability insurance covering the full scope of services under § 1, including all device-based treatments. In addition, the Provider holds directors-and-officers (D&O) liability insurance, cyber insurance, property and business-interruption insurance, and legal-expenses insurance.

§ 12 Liability, Disputes, and Remedies

12.1 Liability

(1) The Provider shall be liable without limitation for damages caused by intent or gross negligence, and for injury to life, body, or health regardless of the degree of fault.

(2) In cases of ordinary negligence, liability is limited to the breach of material contractual obligations (cardinal obligations) and capped at the typically foreseeable damage.

(3) Liability for other damages in cases of ordinary negligence is excluded.

(4) Mandatory statutory liability — in particular under the Product Liability Act (Produkthaftungsgesetz, ProdHaftG) — remains unaffected.

(5) Where damage is attributable to inaccurate or incomplete health disclosures (§ 8), the Provider's liability is excluded to the extent that accurate disclosures would have prevented the damage.

(6) The Provider shall not be liable for damages attributable to the Client's failure to follow pre- or post-treatment instructions, to the extent that compliance would have prevented or materially reduced the damage.

(7) Paragraphs 1 through 6 apply equally to the Provider's employees, representatives, and vicarious agents.

(8) The Provider maintains the insurance coverage described in § 11(8).

12.2 Nature of the Service

(1) Treatments are rendered as services (Dienstvertrag, § 611 BGB). No specific outcome is owed.

(2) The Client acknowledges that individual skin reactions vary and that transient treatment reactions — redness, textural changes, sensitivity, temporary pigmentation — are known, expected, and disclosed before treatment. Their occurrence does not constitute defective performance.

12.3 Client's Duty to Cooperate

(1) The Client is obligated to: (a) provide complete and accurate health and skin information before treatment; (b) follow the aftercare instructions provided; (c) notify the Provider promptly of any concerns following treatment; and (d) participate constructively in the complaints procedure under § 12.5.

(2) Where the Client's failure to observe these obligations has contributed to the outcome complained of, § 254 BGB (contributory negligence) shall apply.

12.4 Refund

(1) Treatments that have been performed are not refundable. Subjective dissatisfaction or transient reactions within the disclosed range do not give rise to a claim for refund or price reduction. The Provider's liability under § 12.1 remains unaffected.

(2) Where a substantiated complaint is accepted under § 12.5, the Provider may, at its sole discretion, offer a follow-up assessment or supportive treatment. Such measures constitute a professional courtesy, not compensation, and do not set a precedent.

12.5 Complaints Procedure

(1) Complaints relating to treatments should be resolved through the following structured procedure, referenced in § 26.

(2) Stage 1 — Notification. The Client notifies the Provider of the concern in text form (§ 126b BGB), stating the treatment date and any supporting evidence. The Provider acknowledges receipt within five business days.

(3) Stage 2 — Assessment. The Provider offers a complimentary professional assessment within a reasonable period — in person or by video. The Client cooperates in a reasonable manner.

(4) Stage 3 — Substantiation. If the Client alleges harm, the Client shall submit a professional assessment from a licensed physician or dermatologist describing the clinical findings and, where possible, addressing causation. The Provider may, with the Client's consent, share its treatment records with the treating physician.

(5) A complaint alleging harm that is not supported by medical evidence within a reasonable period shall be treated as unsubstantiated for internal evaluation purposes. The Client's right to bring legal proceedings remains unaffected.

(6) Stage 4 — Response. Within 14 calendar days of receipt of the medical evidence (or upon completion of the assessment, if no harm is alleged), the Provider shall submit a written response setting out its evaluation and, where applicable, any proposed remedy.

(7) Stage 5 — Escalation. If the matter remains unresolved, either party may initiate mediation or court proceedings. Completion of this procedure is not a prerequisite for filing a claim. The Provider's position on consumer dispute resolution is set out in § 27.

12.6 Independent Expert Assessment

(1) The Provider may, at its own expense, commission an independent medical opinion. The Client shall cooperate in a reasonable manner.

(2) A failure to cooperate may be taken into account in any subsequent proceedings.

12.7 Burden of Proof

(1) The Client bears the burden of proving that the Provider breached its duty of care and that such breach caused the alleged damage. The Provider bears the burden of proving that the treatment was performed in accordance with professional standards, with reference to its treatment records.

(2) If the Client fails to submit requested medical evidence or declines the assessments offered under §§ 12.5 and 12.6, the Provider may rely on its own documentation.

12.8 Public Statements

(1) The Client's right to express an honest opinion based on true facts is acknowledged and protected under Art. 5(1) of the Basic Law (Grundgesetz). This right is not restricted by these GTC.

(2) The Provider's professional reputation is a legally protected interest (§§ 823, 824, 1004 BGB; Art. 2(1), 12(1) GG). Public statements about the Provider — including online reviews — must be truthful and based on verifiable facts. Untrue, fabricated, or materially misleading statements are not protected expression.

(3) In the event of dissemination of such statements, the Provider may: (a) demand removal or correction; (b) seek injunctive relief or a cease-and-desist declaration subject to contractual penalty; (c) claim damages including legal costs and economic losses; and (d) report the matter to the relevant platform under applicable law.

(4) The Provider expressly reserves the right to initiate legal proceedings without prior warning in cases of demonstrably false statements of fact (§§ 186, 187 StGB).

12.9 Documentation

(1) The Provider maintains treatment records in accordance with applicable law. These may be disclosed to the extent necessary to protect the Provider's rights, subject to data-protection requirements.

(2) In the event of a dispute, the Provider may disclose treatment records to the extent necessary to protect its legitimate interests and in compliance with data-protection requirements. Where health-related data are involved, the Provider shall obtain the Client's separate express consent prior to disclosure, or shall rely on the applicable legal basis under Art. 9(2)(f) GDPR (establishment, exercise, or defense of legal claims).

12.10 Timeframe

(1) To enable a timely investigation while treatment effects remain assessable, the Provider recommends that the Client raise any concerns within six months of the treatment date in text form (§ 126b BGB).

(2) Statutory limitation periods (§§ 195, 199 BGB) remain unaffected to the extent they cannot be shortened by agreement.

(3) A late notification does not result in the forfeiture of the Client's claims but may impair the Provider's ability to conduct a proper investigation and preserve evidence, and may be taken into account within the framework of the Client's duty to cooperate (§ 12.3).

12.11 Severability

If any provision of this section is or becomes invalid, the remaining provisions shall continue in force. The invalid provision shall be replaced by a valid provision that most closely reflects its economic purpose.

§ 13 Force Majeure

(1) Neither party shall be liable for non-performance or delay resulting from circumstances beyond its reasonable control, including: natural disasters, fire, flood, epidemics, pandemics, failure of utility infrastructure, strikes or industrial action (excluding the party's own employees), governmental orders, civil unrest, and armed conflict.

(2) If force majeure prevents the delivery of a booked service, the Provider shall notify the Client without delay and offer a complimentary rebooking. If rebooking within a reasonable period is not possible, either party may cancel without charge; any advance payments already made shall be refunded in full.

§ 14 Consumer Right of Withdrawal

14.1 Scope

(1) Consumers who enter into a distance contract within the meaning of § 312c BGB are entitled to the statutory right of withdrawal set out below. This applies to service bookings made online, by telephone, by email, or via WhatsApp.

(2) This section does not apply to contracts concluded exclusively in person on the Provider's premises. On-site product purchases are excluded from the right of withdrawal, as they do not constitute distance contracts.

14.2 Cancellation Policy for Service Contracts

Right of Withdrawal
You have the right to withdraw from this contract within fourteen days without giving any reason.
The withdrawal period is fourteen days from the day of conclusion of the contract (i.e., the day on which you received the appointment confirmation).

To exercise your right of withdrawal, you must inform us: Inanna GmbH

by means of a clear statement (e.g., a letter sent by post, an email, or a WhatsApp message) of your decision to withdraw from this contract. You may use the model withdrawal form available at https://inanna.beauty/withdrawal for this purpose, but it is not mandatory.

To meet the withdrawal deadline, it is sufficient for you to send the communication concerning the exercise of the right of withdrawal before the withdrawal period has expired.

Note: The statutory right of withdrawal may be exercised through any of the above means — including by telephone. This is distinct from the cancellation or rescheduling of a confirmed appointment, which requires text form pursuant to § 7(7).

Consequences of Withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you without undue delay and at the latest within fourteen days from the day on which the notification of your withdrawal was received by us. For such reimbursement, we shall use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; in no event shall you be charged any fees for such reimbursement.

If you requested that the services begin during the withdrawal period, you shall pay us a reasonable amount corresponding to the proportion of the services already provided by the time you notify us of the exercise of your right of withdrawal, compared to the total scope of services provided for in the contract.

Premature Expiry of the Right of Withdrawal
Your right of withdrawal shall expire prematurely if and as soon as the Provider has fully performed the service and began performance only after you:

(a) gave your express consent for the Provider to begin performing the service before the expiry of the withdrawal period; and

(b) confirmed your awareness that you lose your right of withdrawal upon full performance of the contract by the Provider.

This is in accordance with § 356(4) BGB. The Provider obtains both confirmations before commencing the service. This may be fulfilled by the Client's signature on the health questionnaire and consent form (§ 8), which must contain the text of (a) and (b) as a separate, clearly designated section with its own checkbox or initials line. The Provider retains the signed original.

14.3 Model Withdrawal Form

The model withdrawal form is available on the Provider's website at https://inanna.beauty/widerruf and shall be provided to the Client on a durable medium (e.g., by email) upon conclusion of the contract, in accordance with Art. 246a § 1(2) EGBGB.

§ 15 Service Vouchers

(1) The Provider issues service vouchers entitling the holder to receive a specific service designated on the voucher. Service vouchers are not monetary-value vouchers; they do not state a cash amount and may not be applied to services other than the one designated. Each voucher bears on its face: the designation "Service Voucher," the service name, duration, treatment category (where applicable), the date of issue, and the expiration date.

(2) Service vouchers are valid for 12 months from the date of issue, as noted on the voucher. This reflects the operational need to ensure the continued availability of the designated practitioner, the stability of treatment protocols and product formulations, and the alignment of pricing at the time of redemption with the price paid. Upon expiry, the right to redeem shall lapse.

(3) The purchaser of a service voucher acquires the right to use the designated service personally or to transfer it to a third party. The voucher is transferable unless otherwise indicated. The holder must book and redeem the voucher within the validity period.

(4) If the designated service is no longer available at the time of redemption (e.g., due to discontinuation or material change to the treatment offering), the Provider shall offer a comparable alternative of equal scope. If no comparable alternative is available, the Provider shall refund the original purchase price.

(5) Service vouchers may not be redeemed for cash, applied as credit toward other services, or converted into monetary-value vouchers.

(6) The holder is responsible for the safekeeping of the voucher. Lost or stolen vouchers shall not be replaced unless the Provider can verify validity and redemption status from its records.

(7) Upon expiry of the validity period, the holder's entitlement to the designated service shall lapse. The purchaser's unjust-enrichment claim for reimbursement of the purchase price (§ 812 BGB) — to the extent the consideration was not provided — remains unaffected and is subject to the statutory limitation period (§ 195 BGB).

(8) If the holder redeems a service voucher and books an appointment, the holder assumes the obligations under these GTC upon booking, including the cancellation and no-show provisions of § 7. The original purchaser shall not be liable for cancellation fees arising from bookings made by the holder.

§ 16 Promotional Vouchers and Reward Programs

(1) The Provider may, at its sole discretion, issue promotional vouchers as a voluntary gesture of appreciation. Such vouchers are gratuitous; no purchase price is paid, no consideration is required, and no legal entitlement to issuance exists. The Provider may amend, suspend, or discontinue the terms of a program at any time upon 30 days' notice. Amendments shall not affect vouchers already issued.

(2) Under the Inanna Ambassador® program, the Provider issues a promotional voucher valued at €50 to a Client who refers a new client, provided the referred new client completes a first transaction with a gross transaction value (including VAT, before application of any voucher credits) of at least €250. The voucher is issued upon full completion and payment of the referred new client's transaction.

(3) If the referred new client's transaction is subsequently reversed, canceled, or charged back in whole or in part such that the €250 threshold is no longer met, the Provider may revoke the voucher or, if already redeemed, set off the amount against the referring Client's next invoice.

(4) The Inanna Ambassador® voucher is valid for three months from the date of issue. This validity period reflects the promotional nature of the voucher and the Provider's interest in predictable operations.

(5) Under the Inanna Birthday® program, the Provider issues a promotional voucher valued at €25 to each Client registered in the client database on the Client's birthday. The Client is responsible for the accuracy of the date of birth on file.

(6) The Inanna Birthday® voucher is valid from the date of issue until the day before the Client's next birthday. This validity period reflects the annually recurring nature of the program.

(7) Promotional vouchers are redeemable against services and products on the Provider's premises. Vouchers are personal, non-transferable, and not redeemable for cash. Vouchers may not be combined with other promotional vouchers in the same transaction. If the transaction value is less than the voucher value, the remaining balance shall be available within the validity period.

(8) Upon expiry of the validity period, the voucher shall lapse without replacement. As the recipient has not provided consideration, no unjust-enrichment claim under § 812 BGB shall arise.

(9) The Provider processes the personal data required for program administration (name, date of birth, referral status, credit balance) on the basis of Art. 6(1)(f) GDPR (legitimate interest in client retention and referral management). Details are set out in the Privacy Policy.

§ 17 Service Packages and Treatment Courses

(1) The Provider may offer multi-session packages or treatment courses at a combined price. Such packages are subject to the terms communicated at the time of purchase.

(2) Unless otherwise agreed in writing, packages and courses are personal and non-transferable.

(3) Package sessions must be redeemed within the validity period stated at the time of purchase. If no validity period is stated, sessions must be redeemed within 12 months of purchase.

(4) Unused individual sessions within a package are not refundable unless non-delivery is attributable to the Provider. The cancellation policy under § 7 applies to each session individually.

(5) In the event of a material, lasting change in the Client's circumstances rendering continuation of treatment impossible or inadvisable — including a documented medical contraindication or a verified relocation to a location more than 100 km from the premises — the Provider may, at its sole discretion, offer a reasonable alternative: credit toward other services, extension of the validity period, or a pro rata refund for sessions not yet delivered. The Client shall provide appropriate evidence.

(6) Upon expiry of the validity period, the Client's entitlement to unused sessions shall lapse. The Client's unjust-enrichment claim for reimbursement of the pro rata purchase price for sessions not delivered (§ 812 BGB) remains unaffected and is subject to the statutory limitation period (§ 195 BGB).

§ 18 Product Sales

18.1 Scope

(1) The Provider sells selected third-party cosmetic preparations and skincare products on its premises. Currently available products include, among others, those from Babette®, Biologique Recherche®, and VI Peel®. The product range may be amended at the Provider's discretion.

(2) Product sales are conducted exclusively in person on the Provider's premises.

(3) The Provider is a retailer of third-party products and not their manufacturer. Product labeling, including the INCI ingredient list, batch identification, and the EU Responsible Person designation, reflects the manufacturer's information in accordance with Regulation (EC) No 1223/2009 (EU Cosmetics Regulation).

18.2 Contract Formation for In-Store Purchases

(1) The display of products constitutes a non-binding invitation to purchase. The contract is formed upon handover and payment at the point of sale.

(2) In-store purchases are not distance contracts. The statutory right of withdrawal under § 312g BGB does not apply to products purchased in person on the premises.

18.3 Statutory Warranty for Products

(1) All product purchases are subject to the statutory warranty rights for defective goods (§§ 434 et seq. BGB). A product is defective if, at the time of transfer of risk, it does not conform to the agreed or objectively expected quality or is not fit for the intended purpose.

(2) The limitation period for consumer warranty claims is two years from delivery (§ 438(1) no. 3 BGB). For defects manifesting within 12 months of delivery, it is presumed that the defect existed at the time of delivery, unless this presumption is incompatible with the nature of the product or the defect (§ 477 BGB).

(3) In the event of a defect, the Client is entitled to demand cure — either repair or replacement, at the Client's option — before exercising the right to price reduction or rescission. The Provider may refuse the form of cure chosen by the Client if it is only possible at disproportionate cost (§ 439(4) BGB).

(4) Warranty claims are distinct from the right of withdrawal. They arise from defects present at the time of delivery, not from a change of mind.

(5) The Provider does not grant a voluntary guarantee beyond the statutory warranty. Any manufacturer's guarantee is governed by the manufacturer's terms.

18.4 Cosmetic Product Safety

(1) All products comply with Regulation (EC) No 1223/2009 as indicated by the manufacturer's labeling. The Provider verifies that products bear the required INCI ingredient list, the EU Responsible Person designation, the batch code, and the PAO symbol.

(2) The Client is responsible for checking the product's ingredient list before use for known allergies or sensitivities. The Provider's specialist staff are available for product-suitability advice within the scope of their professional competence; such advice does not constitute medical advice.

(3) Products must be stored in accordance with the manufacturer's instructions. The Provider assumes no liability for damage or deterioration resulting from improper storage after handover or purchase.

18.5 Price Matching

(1) If the Client demonstrates that an identical product is offered at a lower price by an authorized retailer within the European Economic Area, the Provider shall match its price upon presentation of verifiable evidence (e.g., a current offer on the retailer's website or a dated receipt). The product must be identical in formulation, size, and condition (new, sealed, and within the stated shelf life). The Provider reserves the right to verify the retailer's authorization status with the manufacturer. The Provider shall respond within 14 calendar days of submission of the complete evidence. If the conditions are met, the adjusted price shall apply to the next purchase of the same product. This policy applies exclusively to on-site product purchases and does not extend to services, vouchers, or treatment packages.

§ 19 House Rules and Conduct

(1) The premises are a place of well-being and discretion. Conduct consistent with this standard is expected.

(2) Photography, filming, and audio recording on the premises are not permitted without the Provider's prior written consent.

(3) Mobile phones and other electronic devices must be set to silent during all treatments and in treatment areas.

(4) The Provider may ask a Client to leave the premises and may decline current or future appointments if the Client's conduct is disruptive, threatening, or incompatible with the house standards. The cancellation fee under § 7(3) may apply.

(5) The premises are equipped with video surveillance in the entrance area, at reception, in corridors, and in the spa shop. Surveillance serves the security of the premises and inventory, the safety of staff and Clients, and the prevention and investigation of criminal offenses including theft. Treatment rooms, consultation rooms, and sanitary facilities are not monitored. Monitored areas are identified by signage. Further details are set out in the Provider's Privacy Policy (Section 10: Video Surveillance of the Premises).

§ 20 Personal Belongings and Valuables

(1) The Client is responsible for personal belongings brought onto the premises.

(2) The Provider assumes no liability for the loss, theft, or damage of personal belongings unless attributable to the Provider's intentional or grossly negligent conduct.

(3) Jewelry and valuables should be removed before treatment and stored securely. Items removed at the Provider's direction are stored at the Client's risk. The Provider shall exercise the ordinary care expected in commercial dealings with respect to items removed at its direction.

§ 21 Before-and-After Documentation

(1) The Provider may request consent for photographic documentation of the treatment area before and after treatment. Consent is voluntary and may be withheld or revoked at any time without affecting the Client's entitlement to the service.

(2) Photographs are stored securely and used exclusively for the Client's treatment documentation unless separate written consent has been obtained for any other use.

(3) The Client may request the deletion of these photographs at any time, subject to statutory retention obligations.

(4) The data-protection implications, including the classification of such images as special categories of personal data (Art. 9(1) GDPR), are set out in the Privacy Policy.

§ 22 Data Protection

(1) The Provider processes the Client's personal data for the performance of the contract (Art. 6(1)(b) GDPR), including the data required for booking, service delivery, aftercare, invoicing, and product sales.

(2) Health-related data collected through the health questionnaire (§ 8) are processed on the basis of the Client's express consent (Art. 9(2)(a) GDPR), obtained when the questionnaire is completed. The Client may revoke this consent at any time with effect for the future; revocation does not affect the lawfulness of processing carried out prior to revocation.

(3) The Provider may use AI-assisted tools for communication and quality assurance. Automated individual decision-making within the meaning of Art. 22 GDPR does not take place. Personally identifiable information is pseudonymized; where full anonymization is technically feasible, it shall be applied. Details are set out in the Privacy Policy.

(4) Detailed information on data processing and the Client's rights (access, rectification, erasure, restriction, data portability, and the right to lodge a complaint with a supervisory authority) is set out in the Privacy Policy at https://inanna.beauty/en/privacy-policy.

(5) Personal data shall be deleted in accordance with the Privacy Policy and applicable law, subject to statutory retention periods (§ 147 AO: 10 years; § 257 HGB: 6 years).

§ 23 Confidentiality

(1) The Provider and its staff shall treat all personal, health-related, and sensitive information disclosed by the Client in strict confidence.

(2) Information shall be deemed confidential if the Client expressly designates it as such or if its confidentiality is evident from the circumstances.

(3) This obligation shall not apply to the extent that disclosure is required by law, by court order, or by a supervisory authority, or where the Client has granted a release. The Provider shall, to the extent permitted, notify the Client prior to any compelled disclosure.

§ 24 Intellectual Property

(1) All trademarks, trade names, logos, images, text, designs, and other proprietary content on the Provider's website, premises, and materials are the exclusive property of the Provider or its licensors.

(2) No license or other right in intellectual property is granted to the Client by these GTC or by the provision of services.

(3) The distribution, modification, public display, or reproduction of the Provider's intellectual property without prior written consent is prohibited.

§ 25 Electronic Communications

(1) Communications required for the performance of the contract (booking confirmations, appointment reminders, pre- and post-treatment instructions, invoices) are sent on the basis of Art. 6(1)(b) GDPR and do not require separate consent. By providing an email address or WhatsApp number during the booking process or at the point of sale, the Client confirms that these are appropriate channels for such communications.

(2) Marketing communications (e.g., newsletters, promotional offers) are sent only with the Client's separate express consent; unsubscription is possible at any time.

(3) The Client is responsible for ensuring that the email address and telephone number on file are current and that the Client's email system does not block the Provider's communications. The Client may change preferred communication channels at any time by notifying the Provider in text form.

§ 26 Complaints

(1) Complaints should be submitted promptly by email, via WhatsApp, or in writing to the Provider's address.

(2) For complaints relating to treatments, the complaints procedure under § 12.5 shall apply.

(3) For complaints relating to products or general matters, the Provider shall acknowledge receipt within five business days and respond on the merits within 14 days.

(4) The filing of a complaint does not affect the Client's statutory rights.

§ 27 Alternative Dispute Resolution

The Provider is neither willing nor obligated to participate in dispute resolution proceedings before a consumer arbitration body within the meaning of § 36 of the Consumer Dispute Resolution Act (Verbraucherstreitbeilegungsgesetz, VSBG).

§ 28 Final Provisions

(1) These GTC and the contracts concluded on their basis shall be governed by the laws of the Federal Republic of Germany, excluding the United Nations Convention on Contracts for the International Sale of Goods (CISG). For consumers habitually resident in another EU Member State, the mandatory consumer-protection provisions of that Member State shall remain unaffected to the extent they afford a higher level of protection.

(2) If the Client is a merchant (Kaufmann), a legal entity under public law, or a special fund under public law, the exclusive place of jurisdiction for all disputes arising from or in connection with the contractual relationship shall be Berlin.

(3) Should any provision of these GTC be or become invalid, the remaining provisions shall remain unaffected. The invalid provision shall be replaced by the applicable statutory provision or, in its absence, by the provision that most closely reflects its economic purpose.

(4) Amendments to these GTC shall require text form (§ 126b BGB). This shall also apply to the waiver of this formal requirement itself.

(5) To the extent permitted by law, a single failure to enforce a provision shall not constitute a waiver of the right to enforce it in the future.

(6) The Client may not assign or transfer rights or obligations under a contract governed by these GTC without the Provider's prior written consent.

(7) The Provider shall notify the Client of material amendments in text form at least 30 days before they take effect. The current version is available at https://inanna.beauty/en/privacy-policy. For ongoing service packages and treatment courses under § 17, the version of these GTC in effect at the time of purchase shall continue to apply for the duration of the package, unless the Client expressly consents to an amendment. For ongoing contractual relationships outside of § 17 packages, amended GTC shall apply to bookings made after the effective date. The Provider shall obtain the Client's express consent to material amendments affecting existing rights or obligations.

(8) The authoritative language version of these General Terms and Conditions is the German version. The English version is provided for informational purposes only and does not create independent legal obligations.