of
Pluma GmbH
Schlüterstraße 86
20251 Hamburg
(hereinafter referred to as “Pluma”)
1. Scope and General Provisions
These General Terms and Conditions (hereinafter “GTC”) apply to all business relationships between Pluma and customers (hereinafter “Customer”) in the version valid at the time the Customer places the order or commissions the service or delivery.
Deviating, conflicting, or supplementary general terms and conditions of the Customer shall not be recognized unless Pluma expressly agrees to their validity. This requirement for consent applies in all cases, for example even if Pluma performs the service or delivery without reservation in the knowledge of the Customer’s terms and conditions.
The Customer may be either a consumer or an entrepreneur. A Customer is a consumer insofar as the purpose of the ordered services and deliveries cannot be predominantly attributed to their commercial or self-employed professional activity (hereinafter “Consumer”). In contrast, an entrepreneur is any natural or legal person or partnership with legal capacity who, when concluding the contract, acts in the exercise of their commercial or self-employed professional activity (hereinafter “Entrepreneur”). Natural persons can only be Customers if they have reached the age of 18.
Legally relevant declarations and notifications to be made by the Customer to Pluma after conclusion of the contract (e.g. setting deadlines, notices of defects, declarations of withdrawal, termination, or reduction) must be made in text form in order to be effective, unless expressly stated otherwise.
2. Contractual Services
Contractual services of Pluma may include, in particular, the services pursuant to the following sections 2.2 – 2.6.
Pluma operates an online platform accessible via a website (hereinafter “Website”) and via a mobile application for Apple iOS and Google Android (hereinafter “mobile app”) (together “Online Platform”). Via this platform, customers can conclude contracts for stationary and mobile massages and purchase vouchers and merchandising products (hereinafter “Online Shop”).
Contracts for services are concluded exclusively with Pluma.
Customers may conclude contracts either as registered users or as guests. Registration is free of charge.
Registration is carried out via the Online Platform. By clicking “Register,” the Customer submits their application. Pluma accepts the registration by sending a confirmation email requesting verification of the email address (conclusion of contract). Registration is completed upon verification. Only persons aged 18 or older may register. There is no entitlement to registration. Only one registration per Customer is permitted.
Customers may terminate their registration at any time. Pluma may terminate registration with two weeks’ notice. The right to extraordinary termination remains unaffected. Termination must be in text form. Existing service contracts remain unaffected.
All prices include statutory VAT.
Travel costs for mobile services are shown during booking and must be borne by the Customer.
Services are for wellbeing only, not medical treatment.
Customer must disclose conditions.
No liability for missing information.
Booking implies acceptance of risk.
7. Health and personal responsibility
Services are not medical treatment.
Medical advice recommended in certain cases.
Pregnancy massages only from week 13.
Customer confirms no contraindications.
Use at own responsibility.
8. Loyalty points
Points only for registered users.
Non-transferable, no cash value.
Expire after 24 months.
May be revoked upon contract reversal.
System may be discontinued at any time.
4.2 Prices and travel costs
4.2.1 All prices stated in the online shop or in the Pluma boutiques include the applicable statutory VAT.
4.2.2 The costs for travel to and from the customer's premises by the Pluma employee providing mobile massages (also 'at-home costs') are stated to the customer during the booking process in the online shop and are to be borne by the customer.
4.3 Payment and due date
4.3.1 In our online shop and on site, we offer various payment methods, in particular credit card payment, Klarna, and PayPal. We reserve the right not to offer certain payment methods in individual cases and to refer to other payment methods.
4.3.2 Payment of the fee is due immediately upon conclusion of the contract.
4.4 Cancellation
4.4.1 Notwithstanding the right of withdrawal for consumers pursuant to section 4.5 below, the customer may cancel bindingly booked massage services for in-studio and mobile massages up to 24 hours before the agreed massage appointment in accordance with section 4.4.2 below (contractually agreed right of cancellation). Cancellations at shorter notice are not possible.
4.4.2 Cancellations pursuant to section 4.4.1 are possible via the online portal, by email, or by telephone. A replacement appointment will be arranged, or after cancellation the customer will receive a voucher by email in the amount of the agreed price and other costs of the cancelled massage service. A refund of the fee or costs is not possible. Pluma reserves the right to reschedule appointments for organizational reasons to a reasonable extent, both in advance and on the same day. In such cases, customers will be informed in good time and will, upon request, receive an alternative time or a voucher.
Right of withdrawal
4.5.1 Customers who are consumers (see section 1.3 above) have the following right of withdrawal when booking massage services pursuant to section 4.1.1 via the online shop:
Instructions on withdrawal
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 the contract is concluded. To exercise your right of withdrawal, you must inform us (Pluma GmbH, Schlüterstraße 86, 20251 Hamburg, phone: +49 40 80813059, email: support@pluma.me) of your decision to withdraw from this contract by means of a clear statement (e.g. a letter sent by post or an email). You may use the attached model withdrawal form, but this is not mandatory. To meet the withdrawal deadline, it is sufficient that you send your notice of exercising the right of withdrawal before the withdrawal period expires.
Consequences of withdrawal
If you withdraw from this contract, we shall reimburse all payments we have received from you, including delivery costs (with the exception of additional costs resulting from your choice of a type of delivery other than the least expensive standard delivery offered by us), without undue delay and at the latest within fourteen days from the day on which we receive notice of your withdrawal from this contract. For this reimbursement we will use the same means of payment you used for the original transaction, unless expressly agreed otherwise with you; in no case will you be charged any fees for this 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 up to the time you inform us of the exercise of the right of withdrawal with regard to this contract, compared to the total scope of the services provided for in the contract.
4.5.2 The following form may be used to exercise the right of withdrawal pursuant to section 4.6.1 above:
Model withdrawal form (If you wish to withdraw from the contract, please complete this form and return it to us.)
– To Pluma GmbH, Schlüterstraße 86, 20251 Hamburg, email: support@pluma.me
– I/we (*) hereby withdraw from the contract concluded by me/us (*) for the purchase 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 for notification on paper)
– Date
(*) Delete as applicable.
4.6 Discount campaigns and promotions
4.6.1 The conditions of discount campaigns/promotions (e.g. duration, minimum order value, participating products/services) are communicated separately in each case. Promotion codes are not transferable, cannot be paid out, and can only be redeemed once per order.
4.6.2 Combining several discount campaigns, as well as combining discount campaigns/promotion codes with gift vouchers, is excluded.
4.6.3 Pluma reserves the right to cancel or correct orders involving misuse of promotional benefits.
4.7 Liability and protection of premises for mobile treatments
For mobile treatments, the customer is obliged to provide suitable premises and to protect them appropriately against possible soiling or damage. This includes in particular protecting sensitive flooring, furniture, or textiles from massage oils, lotions, or other products used during the treatment.
Reference is made to the separate privacy policy.
10. Final provisions
Contract language: German
German law applies (excluding CISG)
Contract text is not stored
EU Online Dispute Resolution platform:
5.1.2 Conclusion of contract on site in a Pluma boutique
Alternatively, the customer may also purchase goods in the physical Pluma boutiques. In this case, the contract is concluded on site.
5.2 Prices and shipping costs
5.2.1 All prices stated in the online shop or in the Pluma boutiques include the applicable statutory VAT.
5.2.2 Shipping costs are stated to the customer during the ordering process in the online shop and are to be borne by the customer, unless the customer exercises their right of withdrawal (see section 6).
5.2.3 Pluma bears the shipping risk if the customer is a consumer.
5.2.4 In the event of withdrawal (see section 6), the customer bears the direct costs of returning the goods.
5.3 Payment
Section 4.3 applies accordingly.
5.4 Retention of title
The goods remain the property of Pluma until paid for in full.
5.5 Vouchers
5.5.1 Vouchers purchased by the customer must be redeemed within 2 years (validity period) from the date of purchase (date of conclusion of the contract, shown on the respective voucher); after this, there is no entitlement to redemption.
5.5.2 Any remaining balance expires at the end of the validity period. Cash payouts of vouchers or their value are excluded.
5.5.3 Any difference between the voucher balance and the price of the massage service may be paid by the customer using the contractually permitted payment methods.
5.6 Warranty
The statutory law on liability for defects applies.
5.7 Delivery and availability of goods
5.7.1 The delivery times stated in the online shop are calculated from the time of our order confirmation. If no delivery time, or no differing delivery time, is stated for the respective goods in our online shop, it is 5 days.
5.7.2 The following delivery restrictions apply: the provider only delivers to customers who have their habitual residence (billing address) in one of the following countries and can provide a delivery address in the same country: Germany.
Right of withdrawal
5.8.1 Customers who are consumers (see section 1.3 above) have the following right of withdrawal when purchasing goods pursuant to section 5.1.1 via the online shop:
Instructions on withdrawal
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 on which you, or a third party named by you who is not the carrier, took possession of the goods. To exercise your right of withdrawal, you must inform us (Pluma GmbH, Schlüterstraße 86, 20251 Hamburg, phone: +49 40 80813059, email: support@pluma.me) of your decision to withdraw from this contract by means of a clear statement (e.g. a letter sent by post or an email). You may use the attached model withdrawal form, but this is not mandatory. To meet the withdrawal deadline, it is sufficient that you send your notice of exercising the right of withdrawal before the withdrawal period expires.
Consequences of withdrawal
If you withdraw from this contract, we shall reimburse all payments we have received from you, including delivery costs (with the exception of additional costs resulting from your choice of a type of delivery other than the least expensive standard delivery offered by us), without undue delay and at the latest within fourteen days from the day on which we receive notice of your withdrawal from this contract. For this reimbursement we will use the same means of payment you used for the original transaction, unless expressly agreed otherwise with you; in no case will you be charged any fees for this reimbursement. We may refuse reimbursement until we have received the goods back or until you have provided proof that you have returned the goods, whichever is earlier. You must return or hand over the goods to us without undue delay and in any case no later than fourteen days from the day on which you notify us of your withdrawal from this contract. The deadline is met if you send the goods before the fourteen-day period expires. You bear the direct costs of returning the goods. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.
5.8.2 The following form may be used to exercise the right of withdrawal pursuant to section 5.8.1 above:
Model withdrawal form
(If you wish to withdraw from the contract, please complete this form and return it to us.)
– To Pluma GmbH, Schlüterstraße 86, 20251 Hamburg, email: support@pluma.me
– I/we (*) hereby withdraw from the contract concluded by me/us (*) for the purchase 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 for notification on paper)
– Date
(*) Delete as applicable.
6. Liability
6.1 In the event of intentional or grossly negligent breach of duty, Pluma is liable – regardless of the legal grounds – in accordance with the statutory provisions.
6.2 In the event of simple negligence, Pluma is only liable for damage resulting from the breach of an essential contractual obligation. Essential contractual obligations are those whose fulfillment makes the proper performance of the contract possible in the first place and on whose observance the customer regularly relies and may rely. In the event of a breach of essential contractual obligations, the obligation to pay compensation is limited to the foreseeable damage typically occurring at the time the contract was concluded.
6.3 The limitation of liability pursuant to section 6.2 does not apply to damage resulting from injury to life, body, or health, to claims under the Product Liability Act, or where a defect was fraudulently concealed or a guarantee for the quality of the goods was assumed.
6.4 The above exclusions and limitations of liability apply to the same extent in favor of the corporate bodies, legal representatives, employees, and other vicarious agents of Pluma.
6.5 Health-related risks & liability
6.5.1 Treatment offerings serve general well-being only, not medical diagnosis or healing – please consult a doctor beforehand if necessary.
6.5.2 Please inform us of any relevant pre-existing conditions, pregnancy, or allergies. We accept no liability for incomplete or missing information.
6.5.3 We are not liable for direct or indirect damage arising in connection with the treatment, to the extent permitted by law.
6.5.4 By booking, you accept these conditions and voluntarily assume the associated risk.
7. Health, booking requirements, and personal responsibility
Our treatments serve relaxation, regeneration, and general well-being only. They do not replace medical treatment, diagnosis, or therapy by a doctor or therapist.
Please note:
- In the case of acute or chronic illnesses, physical complaints, You’re pregnant (especially in the 1st trimester), injuries, recent surgery or similar health restrictions, you should seek medical advice before booking.
- For pregnancy massages: these may only be performed from the 2nd trimester (week 13) onwards.
- When booking, you declare that no medical contraindications existthat would speak against carrying out the chosen treatment.
- The treatment is carried out at your own risk.
8. Loyalty points
8.1 Pluma offers registered customers only the opportunity to collect electronic loyalty points for the purchase of massage services pursuant to section 2 of these T&Cs at Pluma (in physical Pluma boutiques or in the online shop). The loyalty points can only be redeemed at Pluma for rewards.
8.2 Loyalty points can be collected through various and partly changing activities, e.g. by booking/purchasing Pluma services. The offer valid at the time applies.
8.3 The loyalty points are personalized insofar as they can only be used by the acquiring customer. In particular, loyalty points are not transferable to third parties. Loyalty points have no specific monetary value; cash payouts of loyalty points are excluded. If loyalty points are not recorded automatically upon acquisition, the customer has 14 days after fulfilling the conditions required for acquiring the loyalty points to have them credited to their user account by notifying Pluma.
8.4 In the event of the reversal of a contract underlying the acquisition of loyalty points (for whatever reason, e.g. rescission, withdrawal, contract termination, contestation, etc.), as well as in the event of incorrect bookings or misuse, the credit of the corresponding loyalty points will be cancelled. If the customer has already redeemed the loyalty points to be cancelled, subsequently acquired loyalty points will not be credited to the points account until the number of loyalty points to be cancelled has been reached.
8.5 Unless the loyalty points expire in accordance with sections 7.6–7.8 of these T&Cs, the following applies: loyalty points are valid for 24 months. The validity period is calculated from January 1st following the crediting of the loyalty points. Upon expiry of the validity period, the loyalty points expire automatically.
8.6 In the event of ordinary termination of the registration by the customer, as well as in the event of extraordinary termination by Pluma, the loyalty points expire upon receipt of the notice of termination.
8.7 In the event of ordinary termination of the registration by Pluma, the loyalty points remain valid for a period of 6 months after receipt of the termination and expire automatically thereafter.
8.8 Pluma has designed the loyalty points system to be permanent. However, customers have no entitlement to it. Pluma reserves the right to discontinue the loyalty points system at any time.
8.9 The customer can view the balance of acquired and not yet redeemed loyalty points at any time via their user account.
9. Data protection
Pluma attaches great importance to the careful handling of customers' personal data and complies with the relevant data protection regulations. In this regard, please refer to the separate privacy policy.
10. Final provisions and information
10.1 The language(s) available for concluding the contract: German.
10.2 German law applies, excluding the UN Convention on Contracts for the International Sale of Goods (CISG) and conflict-of-law rules. If the participant is a consumer with habitual residence in the EU, they additionally enjoy the protection of the mandatory provisions of the law of their country of residence.
10.3 Pluma does not store the contract text.
No obligation to participate in dispute resolution.