Courtesy translation. In the event of any discrepancy, the Spanish version prevails.
1. Purpose and scope
These General Conditions govern the contracting of the Ritmo service, a massage subscription programme offered by EVOLIA DESARROLLOS COMERCIALES, S.L.U. under the trade name Arcadea. By signing up for a Ritmo subscription, the Customer expressly accepts these conditions in their entirety. Signing up presupposes that this document has been read and understood.
These conditions apply together with the Legal Notice and the Privacy Policy of the Arcadea website.
2. Service provider
The Ritmo service is provided by EVOLIA DESARROLLOS COMERCIALES, S.L.U., with registered office in Bilbao and centre of operations at calle Uribitarte 5, 48001 Bilbao (Vizcaya, Spain). The provider's full tax details are available in the website's legal notice.
Customer service channel: ayuda@arcadea.es.
3. What Ritmo includes
Ritmo is a recurring subscription contract under which the Customer acquires the right to enjoy a fixed number of massage sessions per period (usually monthly), for a set commitment period, in exchange for a periodic fee.
Each Ritmo plan is defined by the following parameters, chosen by the Customer when signing up:
- Plan and type of massage: the family of treatments for which each session can be redeemed (the details of the massages included are shown in the configurator and in My account).
- Number of sessions per month.
- Duration of each session.
- Commitment period: 3, 6 or 12 months.
- Payment frequency: monthly, quarterly, half-yearly or annual.
The technical information, prices and composition of each plan are shown in full in the configurator before signing and are confirmed in the welcome email.
4. Sign-up and activation
Sign-up takes place online at www.arcadea.es/suscripciones. The Customer must have a registered account in My account (clientes.arcadea.es) or register during the process.
The subscription is deemed formalised and binding from the moment the first payment is successfully taken. At that point, Arcadea activates the account, generates the associated voucher with the first load of sessions and sends confirmation by email.
If the first payment is not completed, there is no contract or obligation on either party.
5. Prices, invoicing and VAT
The prices shown in the configurator include all applicable taxes. The exact amount of each payment, as well as the full schedule of payments planned during the commitment, is presented to the Customer before confirming the sign-up and is detailed in the welcome email and in My account.
Arcadea will issue a simplified invoice for each payment successfully taken. If the Customer requires a full invoice in the name of a legal entity, they must request it from ayuda@arcadea.es, providing the tax details.
6. Payment method and tokenisation
The only payment method accepted for Ritmo is bank card (credit or debit), processed through the payment provider Stripe Payments Europe, Ltd., with PCI-DSS Level 1 security standards. Arcadea never stores the full card number.
When the first payment is taken, Stripe generates a recurring payment identifier (token) linked to the Customer's card and to the Customer in the system. This token allows Arcadea to take subsequent payments without requesting the card details again. The Customer expressly authorises this tokenisation by accepting these conditions and completing the first payment.
The Customer may update the card linked to their subscription at any time from My account.
7. Recurring payments
Payments after the first will be taken automatically on the dates indicated in the payment schedule, which the Customer can consult in My account. Each successful payment generates a confirmation email detailing the amount and the session top-up.
If the contracted payment frequency is shorter than the commitment (for example, a 12-month commitment with monthly payment), the Customer is obliged to pay all of the outstanding instalments of the commitment, even if they decide to cancel the renewal for the following period.
8. Failed payments and non-payment
If an automatic payment cannot be completed (due to an expired card, insufficient funds, a bank decline or any other reason), the subscription will enter non-payment status and Arcadea will make up to three automatic retries, each three calendar days apart, notifying the Customer by email upon the first failure.
During the non-payment period:
- No new sessions will be added to the voucher until the outstanding payment is settled.
- The Customer may resolve the issue at any time from My account, by entering a new card or forcing a retry.
- If the three automatic retries fail, the subscription is paused until the Customer settles the payment. Arcadea reserves the right to claim, through the appropriate channels, the instalments that fell due and were not paid during the commitment.
9. Monthly top-up and use of sessions
After the first successful payment, Arcadea tops up the Customer's voucher with the number of sessions contracted per month. From that point on, and unless there is an outstanding non-payment, the voucher is topped up each calendar month with the corresponding sessions.
Sessions not used during a month do not carry over to the next. When the next top-up arrives, the previous monthly balance is replaced by the new one. We recommend that you organise your bookings in advance to make the most of all your sessions. This rule applies by default; any exception will be explicitly stated in the particular conditions of the plan contracted.
10. Booking and use of sessions
Sessions are booked through the booking portal (reservas.arcadea.es) using the voucher number provided in the welcome email. The availability of slots is subject to the centre's usual schedule; Arcadea does not guarantee a specific slot but does offer multiple time slots every working day.
The cancellation and rescheduling policies for each individual appointment are governed by the centre's general booking conditions and can be consulted when booking.
11. Minimum commitment term
Each Ritmo plan is contracted with a minimum commitment period (3, 6 or 12 months depending on the option chosen). During that commitment the Customer is obliged to pay all of the scheduled instalments, regardless of the actual use made of the sessions.
Early termination at the Customer's own request is not permitted before the end of the commitment, except in the cases provided for in Article 13.
12. Automatic renewal
At the end of the commitment period, and unless the Customer expressly cancels in accordance with Article 13, the subscription is renewed automatically for a new period identical to the previous one, with the same plan and at the same price as the initial commitment, unless Arcadea has notified a change under the terms of Article 18.
Arcadea will notify the Customer by email, at least 15 days in advance, of the renewal date and the expected amount of the new cycle.
13. Cancellation
The Customer may cancel the automatic renewal at any time from My account, provided they do so at least 30 calendar days in advance of the expiry date of the current commitment. Once scheduled, the cancellation will take effect on the expiry date: until then, the Customer will retain all their rights and outstanding instalments.
If the Customer cancels within the 30 days prior to expiry, the cancellation will apply at the expiry of the next renewed commitment.
Cancellation by Arcadea: Arcadea may terminate the subscription early in the event of (i) persistent non-payment by the Customer in accordance with Article 8, (ii) fraudulent or abusive use of the service, or (iii) serious breach of these conditions or of the centre's General Terms and Conditions of Service, including the refusal of admission or expulsion provided for therein. In such cases, Arcadea will notify the termination to the Customer's contact email, stating the facts giving rise to it, and the Customer may submit any representations or complaints they consider appropriate.
Effects of termination attributable to the Customer: early termination for reasons (ii) or (iii) above shall be attributable exclusively to the Customer. Consequently: sessions topped up and not used shall be cancelled with no right to a refund; payments already taken shall be non-refundable and shall be retained by way of an expressly agreed penalty clause (Articles 1152 et seq. of the Spanish Civil Code), as compensation for the damages and losses arising from the breach; and termination shall not release the Customer from the obligation to pay the outstanding instalments of the current commitment provided for in Articles 7 and 11, without prejudice to Arcadea's right to claim any additional damages exceeding the amounts retained.
14. Change of plan
The Customer may request a change to another Ritmo plan from My account. The change will take effect at the end of the current commitment: until then, the plan originally contracted remains in force. On the renewal date, instead of the previous plan being renewed, the new plan will be activated with its own conditions (commitment, price, sessions).
15. Horizon Club points
Horizon Club programme customers may apply their accumulated points when signing up for a Ritmo subscription, obtaining a discount on the total cost of the commitment which is spread proportionally across all of its instalments.
Redemption limit: the redemption of Horizon points when signing up for Ritmo may not cover more than 40% of the total amount of the commitment. In all cases, at least 60% of the total must actually be paid in money. This limit applies regardless of the Customer's available points balance; the sign-up wizard shows at all times the maximum redeemable for the chosen plan.
The number of redeemable points may under no circumstances exceed the Customer's total available points.
Each successful Ritmo payment credits the Customer with the corresponding Horizon points according to the rules of the programme, except in the case of payments subsequently refunded, for which the points are not credited or are withdrawn if they already had been.
The full terms of the Horizon Club programme are independent of these Conditions and can be consulted in the corresponding section of My account.
16. Withdrawal and refunds
In accordance with Article 103 of Royal Legislative Decree 1/2007 (TRLGDCU), the right of withdrawal does not apply to services already provided or begun at the consumer's request within the statutory 14-day period, insofar as the Customer has used any session or their voucher has been topped up with sessions. By signing up and accepting these conditions, the Customer expressly acknowledges this information and consents to the immediate commencement of the service.
Apart from the above case, payments already taken are non-refundable except in the following cases:
- A manifest error by Arcadea in the charge (double charge, incorrect amount).
- Supervening impossibility on Arcadea's part to provide the service for a significant period, in which case Arcadea will refund the proportional part not used.
- Express agreement between the parties, documented in writing.
In the cases of early termination for reasons attributable to the Customer provided for in Article 13 (persistent non-payment, fraudulent or abusive use, or serious breach), no refund whatsoever shall be payable, as set out in that Article.
Refunds will be processed via the same payment method used at sign-up, within a maximum of 14 calendar days from their approval.
17. Liability
Arcadea undertakes to provide the service with the usual professional diligence and to inform the Customer of any incident affecting availability. Arcadea's liability is limited, at most, to the amount actually paid by the Customer for the period affected.
Arcadea shall not be liable for losses arising from (i) incorrect information provided by the Customer when signing up, (ii) breaches by the Customer in the use of the service, (iii) force majeure or causes beyond Arcadea's reasonable control, or (iv) failures of the payment provider not attributable to Arcadea.
The Customer is responsible for informing the professional of any relevant medical condition before each session. The sessions do not replace any medical or physiotherapy treatment.
18. Changes to the conditions and prices
Arcadea may modify these Conditions and the prices of its plans. Modifications will not retroactively affect commitments already contracted: the Customer will keep the conditions and price in force at the time of signing up throughout the commitment and in its successive automatic renewals.
Should Arcadea decide to apply a change of conditions or prices to future renewals, it will notify the Customer by email at least 30 days in advance of the next renewal date. If the Customer does not agree with the new conditions, they may cancel the renewal in accordance with Article 13 without any additional penalty and will continue to enjoy their subscription until the end of the current commitment.
19. Data protection
The processing of the Customer's personal data is governed by Arcadea's Privacy Policy, in compliance with Regulation (EU) 2016/679 (GDPR) and Spanish Organic Law 3/2018 (LOPDGDD).
Payment data is processed exclusively by the provider Stripe under its own policy and in compliance with the PCI-DSS standard.
20. Communications
Communications between Arcadea and the Customer regarding the Ritmo subscription will preferably be made by email, to the address provided by the Customer on registration. It is the Customer's responsibility to keep their contact details up to date in My account.
21. Jurisdiction and applicable law
These Conditions are governed by Spanish law. For the resolution of any dispute, the parties submit to the Courts and Tribunals of the Customer's place of residence, except where the law mandatorily provides otherwise.
The Customer also has access to the European online dispute resolution platform: ec.europa.eu/consumers/odr.