1. General Rules

Accommodation and Programme Conditions and Details

The prices payable by the guest apply to the following options:

– Accommodation only.

– Bed and breakfast.

– Accommodation, breakfast and lunch.

– Accommodation and full board.

– Per programme booked for 7, 14 or 21 nights, including accommodation and a full-board nutritional plan (breakfast, lunch and dinner, and beverages within the booked programme).

Official check-in time is from 15:00 and check-out time is by 12:00.

All prices include VAT.

2. Payment and Refund Policy

Purpose

This document sets out the payment policies applicable to the guest for booking a stay at ZEM Wellness Clinic Altea, as well as cancellations of the booking or part of the contracted services.

Booking Confirmation

1. To confirm the booking, payment of 50% of the total contracted services is required, to be made within 5 working days after the quotation is confirmed.
2. Payment of the remaining 50% of the contracted services must be made no later than 14 days prior to the arrival date.
3. If the accommodation booked is the “Altea Suite”, 100% of the booking amount must be paid for the booking to be confirmed.

• If payment is made by bank transfer, proof of payment must be sent at least 48 hours prior to arrival. In all cases, ZEM Wellness Clinic Altea must have received the agreed amounts before the booked stay begins.

During Your Stay

• Upon arrival, you must provide a credit/debit card as a guarantee. Additional services and treatments may be contracted, and a pre-authorisation of €4,000 will be placed for “Deluxe Room” bookings or €6,000 for the remaining Suites.

Check-out

• Accepted methods of payment for settling any outstanding amounts at the end of your stay are credit/debit card or cash, provided legal limits are not exceeded.

Methods of Payment

• Payment of amounts due as a result of making reservations may be made by credit/debit card via a secure payment link, or by bank transfer.

Booking Cancellation Policy

1. Notification at least 4 weeks in advance allows the booking to be cancelled without penalty.

Policy on Changing Booking Dates

1. The arrival date may be changed without penalty if notified at least 14 days in advance.

ZEM’s Right to Terminate the Guest’s Stay Early

ZEM Wellness Clinic Altea is an establishment where the wellbeing of people is paramount. Therefore, if internal rules of conduct are not complied with, instructions from the staff of Zem Wellness Clinic S.L.U. are not followed, or the guest fails to maintain the minimum standards of decorum, health and hygiene, education and respect towards those who are in the establishment at that time (such as other guests, third parties or staff), ZEM reserves the right to terminate the contracted stay immediately. A simple notice to the guest shall suffice for the guest to leave the premises in an orderly manner, and ZEM shall retain the amounts paid up to that point. ZEM is also entitled to charge the credit/debit card the corresponding amount in the event of injury, damage or loss caused to Zem Wellness Clinic S.L.U.

Data Protection

Personal data provided during the payment process will be processed in accordance with applicable regulations. Additional information at: https://zemaltea.com/politica-privacidad/.

3. Frequently Asked Questions

a) ARRIVING AT ZEM

How do I get to ZEM Wellness Clinic Altea?
We are located just 5 minutes from junction 64 of the AP-7 motorway. The nearest airport is Alicante–Elche Airport.

b) STAYING AT ZEM

What is the minimum age to stay at ZEM?
The minimum admission age is 16.

c) PROGRAMMES

What medical specialities can I find at ZEM?
We offer 25 medical specialities, including holistic medicine, nursing, bio-dentistry, cardiology, nutrition, osteopathy, among others.

4. Jurisdiction and Applicable Law

The law applicable to the contract entered into by the Guest with Zem Wellness Clinic Altea shall be Spanish law, which shall also govern the competent Courts and Tribunals in the event of discrepancies, interpretations or claims.

5. Promotions and Discounts Policy

5.1. “ZEM1YR15” Courtesy (15% on Programme Accommodation)

ZEM WELLNESS CLINIC ALTEA offers a 15% courtesy applicable exclusively to the accommodation included in ZEM Programmes.

Validity. This promotion is valid for reservation requests handled up to 28 February 2026 (inclusive).

How to redeem and application channel. This courtesy cannot be applied via the website. To benefit from it, the guest must contact the Reservations team and provide the code ZEM1YR15 during the quotation request and/or booking confirmation process. Application of the discount is subject to ZEM’s validation and to its inclusion in the final quotation.

Scope and exclusions.

• Applicable only to accommodation included in ZEM Programmes.
• Not applicable to accommodation-only stays (without a programme), nor to any other services not expressly included in the accommodation component of the programme.
• Subject to availability and confirmation by ZEM.

Non-combinable. This courtesy cannot be combined with other discounts, promotions, promotional codes, ongoing campaigns, special conditions or negotiated rates, unless expressly stated in writing by ZEM.

Amendment or withdrawal. ZEM reserves the right to amend, suspend or cancel the promotion for justified reasons. In any event, bookings already confirmed in writing with the courtesy applied will retain the agreed conditions.

Interpretation. In the event of any discrepancy, the conditions communicated by the Reservations team in the confirmed quotation shall prevail.