Terms of service

This is a translation for your convenience. Only the German version is legally binding.

1. Scope and contracting party

1.1 These General Terms and Conditions (GTC) apply to all orders that you place via the online shop at sultanhamam.de and to the redemption at Sultan Hamam Berlin of the gift vouchers purchased there.

1.2 Your contracting party is Sultan Hamam GmbH, Bülowstraße 56-57, 10783 Berlin, registered in the commercial register of the Local Court (Amtsgericht) of Berlin-Charlottenburg under HRB 278849, represented by its managing director Özgür Bayraktar (hereinafter “we”). You can reach us by email at info@sultan-hamam.de, via WhatsApp at +49 155 65695361 and by phone at 030 / 21 75 33 75.

1.3 These GTC apply to consumers and entrepreneurs. A consumer is any natural person who enters into a legal transaction for purposes that are predominantly outside their trade, business or profession (Section 13 of the German Civil Code, BGB). An entrepreneur is a natural or legal person or a partnership with legal capacity who, when entering into a legal transaction, acts in the exercise of their trade, business or profession (Section 14 BGB).

1.4 The customer’s own terms and conditions only become part of the contract if we have expressly agreed to their validity.

2. Offers in the shop and conclusion of the contract

2.1 The presentation of the gift vouchers and services in our shop does not constitute a binding offer on our part, but an invitation to you to make us an offer.

2.2 You place the desired items in the shopping cart and go through the ordering process. On the last page of the ordering process, you will see all details of your order in an overview and can change them using the buttons provided there or cancel the process. By clicking the order button at the end of the ordering process (for example “Pay now”), you submit a binding offer to purchase the items in the shopping cart.

2.3 Immediately after submitting your order, you will receive an order confirmation from us by email. With this order confirmation, we accept your offer; the contract is thereby concluded.

2.4 We store the text of the contract. You will receive the details of your order with the order confirmation by email. You can access and save these GTC on our website at any time. If you have created a customer account, you can view your previous orders there.

2.5 The contract is concluded in the German language.

2.6 Please provide an email address at which you can be reached, and also check your spam folder. The order confirmation and your gift voucher will be sent to this address.

3. Prices and payment

3.1 All prices are final prices in euros and include statutory VAT. A surcharge for the handwritten gift card is shown separately in the shop and in the ordering process. No shipping costs are charged for PDF gift vouchers. For delivery of a handwritten gift card by registered mail (Einschreiben Einwurf), we charge shipping costs of €4.15 per order (see section 4.2); these are shown in the ordering process before you complete your order.

3.2 You can pay using the payment methods displayed in the ordering process. Via Shopify Payments, we currently offer payment by credit and debit card (Visa, Mastercard, American Express, Maestro, UnionPay), Shop Pay, Apple Pay, Google Pay and Klarna, as well as payment via PayPal. The purchase price is due upon conclusion of the contract and is collected via the payment service you have chosen.

3.3 Payments via Shopify Payments are processed by Shopify International Limited, Victoria Buildings, 1-2 Haddington Road, Dublin 4, Ireland; the technical payment processing is carried out by Stripe Payments Europe, Ltd., Dublin, Ireland. For payments via PayPal, the terms of use of PayPal (Europe) S.à r.l. et Cie, S.C.A., 22-24 Boulevard Royal, L-2449 Luxembourg also apply. For payments via Klarna (for example purchase on account or instalment purchase), the terms and conditions of Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden also apply. If a payment service offers payment methods in which it pays in advance (for example purchase on account, instalment purchase or “Pay later”), it may carry out a credit check beforehand and reject the payment method. In this case, you can choose another payment method.

4. Delivery of gift vouchers

4.1 Gift voucher as a PDF: After receipt of payment, we will send you the gift voucher as a PDF file to the email address provided with your order, usually within a few minutes. The email also contains a link through which you can download the gift voucher for 30 days. If you do not receive the gift voucher within 24 hours, please check your spam folder and contact us.

4.2 Handwritten gift card: On request, we will handwrite your gift voucher on a gift card and send it by post to the address you have provided. For this, we charge the surcharge shown in the shop plus shipping costs of €4.15 per order. We send the card as a large letter (Großbrief) by registered mail (Einschreiben Einwurf) with Deutsche Post AG, usually within three working days of receipt of payment. You will receive the tracking number by email and can use it to track the letter at deutschepost.de/sendungsverfolgung. Deutsche Post records the delivery to the letterbox at the delivery address (proof of delivery). We only ship to addresses in Germany. If you choose the gift card, you will not receive a PDF gift voucher.

4.3 Collection on site is not provided for orders from the online shop.

4.4 Additional services that you order together with a gift voucher (for example a towel package or an extension) are shown on the respective gift voucher.

5. Redemption of gift vouchers

5.1 Gift vouchers from our online shop can only be redeemed on site at Sultan Hamam Berlin, Bülowstraße 56-57, 10783 Berlin. Redemption in the online shop is not possible.

5.2 Please arrange an appointment before your visit, for example via the booking request form on our website, via WhatsApp or by email, and state your gift voucher code. We allocate appointments according to availability.

5.3 To redeem, please present the gift voucher (PDF with QR code or gift card) or the gift voucher code stated on it. The gift voucher is cancelled upon redemption. Gift vouchers are transferable: we may provide the service to the person presenting the gift voucher, unless we know that this person is not entitled to it.

5.4 Gift vouchers are valid for 3 years from the date of purchase. The expiry date is stated on the gift voucher. After expiry, the gift voucher can no longer be redeemed.

5.5 Service vouchers entitle the holder to the service stated on them, including the additional services shown. If we no longer offer this service at the time of redemption, you can redeem the gift voucher for an equivalent service or like a gift card (monetary voucher) in the amount of the price paid.

5.6 You can redeem gift cards (monetary vouchers) for our entire range, including in several partial amounts. Any remaining balance is retained until the end of the validity period. If the balance is not sufficient for the desired service, you pay the difference on site in cash or by EC card (girocard).

5.7 A gift voucher balance is not paid out in cash and does not bear interest. Your statutory right of withdrawal (section 8) remains unaffected.

5.8 Please keep your gift voucher in a safe place and notify us immediately of any loss. We can block gift vouchers that have not yet been redeemed on the basis of your order data and issue them again.

6. Discount codes

6.1 Discount codes that we issue free of charge as part of promotions can only be redeemed in the online shop and only within the stated promotion period. Individual items may be excluded from a promotion.

6.2 You enter the discount code during the ordering process. It cannot be applied retrospectively to an order that has already been completed.

6.3 One discount code can be redeemed per order, unless the conditions of the promotion state otherwise.

6.4 A discount is not paid out and does not bear interest. Any unused discount amount expires. If you withdraw from an order that you paid for with a discount code, we will refund the amount actually paid; the discount itself will not be refunded.

6.5 If a discount code is issued to a specific person, only that person can redeem it.

7. Appointments, house rules and health

7.1 We allocate appointments according to availability. A booking request is only binding once we have confirmed the appointment. If you are unable to attend, please cancel the appointment as early as possible so that we can offer the slot to other guests.

7.2 Our house rules apply during your stay. You can find our opening hours, including the hours reserved for women, on our website.

7.3 The hamam, sauna and steam hamam put a strain on the circulation. If you have health restrictions or are pregnant, please consult a doctor before your visit to clarify whether the visit and the desired treatments are suitable for you. For your protection, our staff may refuse access to heat areas or individual treatments.

8. Right of withdrawal for consumers

Consumers have the following right of withdrawal.

Withdrawal policy

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. If you have chosen delivery of your gift voucher as a gift card by post, the withdrawal period is fourteen days from the day on which you or a third party named by you, who is not the carrier, has taken possession of the gift card.

To exercise your right of withdrawal, you must inform us (Sultan Hamam GmbH, Bülowstraße 56-57, 10783 Berlin, phone 030 / 21 75 33 75, email info@sultan-hamam.de) 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 for this purpose, but this is not mandatory.

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

Consequences of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than fourteen days from the day on which we received notification of your withdrawal from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless expressly agreed otherwise with you; in no event will you be charged any fees as a result of such reimbursement.

If you have received a gift card by post, the following also applies: we may withhold reimbursement until we have received the gift card back or until you have supplied evidence of having sent back the gift card, whichever is the earlier. You must send back or hand over the gift card to us without undue delay and in any event not later than fourteen days from the day on which you inform us of the withdrawal from this contract. The deadline is met if you send the gift card before the period of fourteen days has expired. You bear the direct costs of returning the gift card. You only have to pay for any loss in value of the gift card if this loss in value is due to handling of it that was not necessary to examine its condition, properties and functioning.

If you received the gift voucher as a PDF, no return is necessary. The gift voucher code will be blocked upon withdrawal.

Early expiry of the right of withdrawal

The right of withdrawal expires before the end of the withdrawal period if you have fully redeemed the gift voucher at your express request and you confirmed before redemption that you are aware that you will lose your right of withdrawal upon full redemption.

Model withdrawal form

(If you wish to withdraw from the contract, please complete this form and return it.)

To Sultan Hamam GmbH, Bülowstraße 56-57, 10783 Berlin, email info@sultan-hamam.de:

I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract for the purchase of the following goods (*)/for the provision of the following service (*)

Ordered on (*)/received on (*)

Name of consumer(s)

Address of consumer(s)

Signature of consumer(s) (only if this form is submitted on paper)

Date

(*) Delete as appropriate.

9. Warranty

The statutory provisions apply to defects.

10. Liability

10.1 We are liable without limitation for damage resulting from injury to life, body or health, for damage based on intent or gross negligence, within the scope of a guarantee we have assumed and under the German Product Liability Act (Produkthaftungsgesetz).

10.2 If we breach a material contractual obligation through slight negligence, that is an obligation without the fulfilment of which the contract cannot be properly performed and on whose compliance you may rely, our liability is limited to the damage that was foreseeable and typical for the contract at the time the contract was concluded. Otherwise, our liability for slight negligence is excluded.

10.3 These provisions also apply to the liability of our legal representatives and vicarious agents.

11. Dispute resolution

We are neither obliged nor willing to participate in dispute resolution proceedings before a consumer arbitration board.

12. Applicable law and place of jurisdiction

12.1 German law applies; the UN Convention on Contracts for the International Sale of Goods (CISG) is excluded. If you are a consumer whose habitual residence is in another country, the mandatory consumer protection provisions of that country remain unaffected.

12.2 If you are a merchant (Kaufmann), a legal entity under public law or a special fund under public law, Berlin is the exclusive place of jurisdiction for disputes arising from the contract.

12.3 Should any provision of these GTC be invalid, the remainder of the contract shall remain valid.

Last updated: October 2026