Article 1 — Definitions
In these general terms of sale:
- "Company", "Zenness", "we" or "us" means Neo Medical Systems S.A., acting under the Zenness brand.
- "Customer" means the adult natural person who holds an account and buys or uses the services.
- "App" means the Zenness mobile application, distributed through the Apple App Store and Google Play.
- "Centre" means the Zenness wellness centre, Galerie du Cinquantenaire, 36 Avenue de Tervuren, 1040 Brussels (Etterbeek), Belgium.
- "Equipment" means the four technologies available at the Centre: BeautyRED, Revive Dome, Aquatica Jet and the Immersive room.
- "Minutes" or "credits" means the units of use recorded on the Customer's account; one minute of credit equals one minute of use of any Equipment.
- "Pack" means a one-off purchase of a number of minutes, with no commitment.
- "Gift card" means a Pack bought to be offered to another person by means of a code.
- "Subscription" means a monthly plan (Essentiel, Optimal or Performance) giving a fixed number of minutes each month.
- "Booking" means a time slot reserved in the App on a given piece of Equipment.
Article 2 — The parties
The services are sold by Neo Medical Systems S.A., a société anonyme under Luxembourg law, 2 rue Jean Engling, L-1466 Luxembourg, RCS Luxembourg B148 809, VAT LU26214843, email info@neoms.com, which operates the Zenness brand, Centre and App.
The contract is concluded between the Company and the Customer. Apple and Google, which distribute the App, are not parties to it and are not responsible for the App or the services.
Article 3 — The service
Zenness is a self-service wellness centre. Purchases, bookings and access are handled in the App. Sessions run independently in the cabins, without a practitioner permanently present in the room. Reception staff are on site to welcome and guide Customers, adjust the Equipment and ensure safety and hygiene.
The Centre offers four technologies:
- BeautyRED — whole-body red and near-infrared light;
- Revive Dome — infrared dome sauna with red light;
- Aquatica Jet — dry hydromassage bed with warm water jets;
- Immersive room — targeted infrared chairs for the back and neck, with visual projections and binaural music.
The services are for wellness only. They are not a medical act, diagnosis or treatment and do not replace a doctor.
Opening hours, closures, available slots and session durations for each piece of Equipment are shown in the App.
Article 4 — Account
The Customer creates an account in the App with their name, phone number (with country code), email address and a password. The Customer must be at least 18 years old. Each person may hold one account only, and the account is strictly personal.
The language chosen in the App (French, Dutch, English or Portuguese) is used for emails, notifications and invoices.
Reception may create a customer file at the Centre (name, email and phone) without an App account. The Customer then activates it by registering in the App with the same email address, entering the code received by email and choosing a password. Staff never set or know Customers' passwords.
A forgotten password is reset with a one-time code sent by email.
The Customer may delete their account in the App, under Profile → Delete my account, as described in the privacy policy. Deletion is not possible while a Subscription is active, being cancelled or in payment default.
Article 5 — Credits
Credits are expressed in minutes. One minute of credit gives one minute of use of any Equipment, and all credits give access to all four technologies.
When a Booking is made, the minutes are funded first from Subscription minutes, then from Pack minutes, starting with those that expire soonest.
Article 6 — Offers
- Packs: a one-off purchase with no commitment. Pack minutes never expire.
- Gift cards: a one-off purchase of a Pack offered to someone else. The buyer may add a sender name, a recipient name and a personal message. The App generates a code in the format "ZN-" followed by six digits, which the buyer shares. Whoever is signed in and enters the code first receives the minutes; the buyer must therefore keep the code confidential and is responsible for sending it to the right person. Gift card minutes never expire and cannot be exchanged for cash.
- Subscriptions: Essentiel, Optimal and Performance, each giving a fixed number of minutes per month. Their names, prices and minutes are shown in the App.
- Minutes offered by the Centre: minutes granted as a goodwill gesture or as compensation may carry an expiry date shown in the App, and expire automatically on that date.
- Counter sales: Packs and Subscriptions may also be bought at reception, by cash, Bancontact, card terminal or bank transfer. An invoice is issued, and these terms apply in the same way.
Article 7 — Ordering and consents
Before any payment, the App shows a summary of the order: the offer, price and minutes and, for a Subscription, the monthly amount, the six-month commitment and the date on which the commitment ends.
To pay, the Customer must tick three boxes; without them, payment is not possible:
- acceptance of these general terms of sale and, for a Subscription, of the firm six-month commitment;
- a declaration on their honour that they have read the contraindications for each piece of Equipment and that none applies to them;
- an express request that the service start immediately, before the end of the 14-day withdrawal period, acknowledging that if they withdraw they will pay in proportion to what they have used.
These consents are recorded before payment, with the date, time, IP address, App version and the exact text shown. If they cannot be recorded, no payment is taken.
Article 8 — Electronic signature of Subscriptions
A Subscription is also signed electronically. The Customer reads the subscription contract, types their name and draws their signature. The contract is stored with its text, a digital fingerprint (hash), the date, the IP address and the App version. The Customer can view it and download it as a PDF in the App, under Profile → My contracts.
Article 9 — Prices and payment
Prices are in euros and include Belgian VAT at 21 %, which applies because the services are supplied at the Centre in Brussels. The applicable price is the one shown at the time of purchase.
Payment in the App is made by card, Apple Pay or Google Pay and is processed by Stripe. Card details never reach our servers; we only receive the card brand and its last four digits.
For a Subscription, the Customer authorises a monthly charge to the saved payment method until the Subscription ends.
Article 10 — Invoices
An invoice is issued for every payment. Invoices are numbered in a single continuous series for each year (for example ZN2026-00001), drawn up in the Customer's language, and available in the App under Billing History, where they can be downloaded as a PDF.
Corrections and refunds are made by numbered credit notes.
A business customer who needs its company details on the invoice must write to info@neoms.com before purchasing.
Article 11 — Subscriptions
11.1 Commitment. Every Subscription carries a firm commitment of six months from the date of subscription. During that period it cannot be cancelled for convenience: the cancel button is locked, and the App shows the date from which it becomes available. The only exceptions are withdrawal within the first 14 days (Article 12) and the medical cases in Article 11.6.
11.2 Monthly minutes. The minutes of the plan are credited each time a monthly payment succeeds. They are valid for that billing month. Unused minutes do not carry over; the next month's allowance replaces them.
11.3 Renewal. At the end of the six-month commitment, the Subscription continues from month to month for an indefinite period. A reminder notification is sent when the Subscription is about to renew.
11.4 Cancellation after the commitment. Once the commitment has ended, the Customer may cancel at any time in the App, with no notice. The Subscription ends at the close of the month already paid, which is not refunded, and nothing further is charged; its minutes can be used until that date, which the App shows.
11.5 Change of plan. The Customer may move to a higher or lower plan in the App. The price difference for the current month is prorated. A new six-month commitment starts on the date of the change; the App shows the new end date of the commitment before the Customer confirms.
11.6 Medical cases. Requests are made by email to info@neoms.com, with a medical certificate:
- if a permanent medical incapacity arises after subscription and makes use of the Equipment permanently impossible, the Subscription ends early without fees, with effect from receipt of the certificate;
- if a temporary, medically justified incapacity occurs (for example an injury or pregnancy), the Subscription may be suspended free of charge for up to three months, and the commitment period is extended by the same length of time.
11.7 Payment failure. If a monthly payment fails, the Subscription goes into payment default, the Customer receives a notification and Stripe retries the payment automatically. Subscription minutes are not credited until payment succeeds. If payment still fails, the Company may end the Subscription. Amounts due for the commitment period remain payable.
11.8 Price changes. Any change to the price of a running Subscription is notified at least one month before it applies. The Customer may cancel free of charge before the new price takes effect.
Article 12 — Right of withdrawal
Under Book VI of the Belgian Code of Economic Law, the Customer has 14 calendar days from the purchase to withdraw, without giving any reason.
Because the Customer expressly asked for the service to start immediately (Article 7), on withdrawal they pay an amount proportionate to the service already provided. Only the minutes of sessions actually carried out and validated by QR code at the Centre entrance are deducted. Bookings not carried out and no-shows are not deducted.
- Subscription: the Customer withdraws by cancelling in the App within the 14 days. The Subscription ends immediately and the refund is made automatically and at once to the payment method. Refund = amount paid − (minutes used × monthly price ÷ monthly minutes), never less than zero. For example, for a plan at €100 for 100 minutes, with 50 minutes used, €50 is refunded.
- Pack: the Customer withdraws by email to info@neoms.com, or by sending the model withdrawal form, within the 14 days. The deduction equals the minutes used multiplied by the price per minute of the Pack.
- Gift card: the buyer may withdraw by email within the 14 days. If the code has not been activated, the refund is in full; if it has, the minutes used are deducted.
Refunds are made within 14 days of the withdrawal at the latest, to the payment method used, at no cost to the Customer. The cancellation and withdrawal terms contain the model withdrawal form.
Article 13 — Bookings, access and no-shows
Bookings are made in the App within opening hours and the available slots. The minutes are reserved on the account.
A Booking may be changed or cancelled free of charge until two hours before it starts. After that, it can no longer be changed or cancelled in the App. A reminder notification is sent about two hours before a Booking, if notifications are enabled.
Each Booking has its own personal QR code in the App, which staff scan at reception. The code is valid from 30 minutes before the start until 30 minutes after the end of the Booking. The minutes are debited when it is validated. When scanning, the staff member sees the Customer's name and Booking. The session ends at the booked end time.
A Booking not validated by 30 minutes after its end is recorded as missed, and its minutes are debited. Staff may, exceptionally, return them.
If the Centre cancels a session (for example because of a breakdown or closure), the minutes are returned in full.
Article 14 — Gift cards
The buyer of a Gift card receives a code to share with the recipient. The minutes are credited to the first signed-in account that enters the code. The buyer must keep the code confidential and is responsible for sending it to the right person. Gift card minutes never expire and cannot be exchanged for cash. Withdrawal by the buyer is governed by Article 12.
Article 15 — Health and safety
Before any purchase, the Customer must read the contraindications for each piece of Equipment (in the safety document, available in the App and on the web) and declare on their honour that none applies to them.
The Customer must consult a doctor if in doubt, must not use a piece of Equipment if a contraindication applies, if pregnant, after recent surgery or in case of unusual pain, must stop immediately if they feel unwell, and must inform the Centre of any relevant change in their health.
Protective glasses are mandatory for BeautyRED. The Customer must follow the instructions displayed and the advice of staff.
No health data is collected; we only store the fact that the declaration was accepted, together with its text.
Article 16 — Rules of use
The access QR code and the account are strictly personal. Sharing access, the account or credits with a third party is forbidden and leads to immediate termination for breach.
The Customer must respect the safety, hygiene and usage instructions for each piece of Equipment (displayed near the machines, shown in the App or given by staff) and keep to their booked times. Damage caused intentionally or through negligence may be charged to the Customer. The Equipment must not be used under the influence of alcohol or drugs.
The Centre is not liable for personal belongings left unattended, except where it is at fault.
Article 17 — Suspension and termination by the Company
The Company may suspend or close an account in the event of a serious breach, including sharing access, fraud, abuse of gift codes, damage, or behaviour that endangers others.
Article 18 — Liability
The Company's liability is governed by the law. It is not liable for damage resulting from a false health declaration, from failure to observe contraindications or instructions, or from force majeure.
Nothing in these terms limits the Company's liability for intentional misconduct, gross negligence, or death or personal injury caused by its fault.
Article 19 — Availability of the App
The App is provided as it is and may be interrupted, in particular for maintenance. The Company works to restore it quickly. Bookings already made are honoured.
Article 20 — Evidence
Electronic records, including consents, signatures, logs and QR validations, are admissible as evidence between the parties.
Article 21 — Personal data
Personal data is processed in accordance with the privacy policy, available in the App under Profile → Terms and privacy and at https://app.zenness.be/legal/privacy.
Article 22 — Intellectual property
The content of the App, including texts, images, logos and the Zenness brand, belongs to the Company or is used under licence. It may not be reproduced without written permission.
Article 23 — Changes to these terms
The terms that apply to a purchase are those accepted at the time of that purchase. For a running Subscription, any substantial change is notified at least one month in advance, and the Customer may cancel free of charge before it applies.
The current version of these terms is always available at https://app.zenness.be/legal/terms.
Article 24 — Language
These terms are available in French, Dutch, English and Portuguese.
Article 25 — Complaints, mediation and governing law
Complaints should be sent to info@neoms.com.
If no amicable solution is found, the Customer may contact, free of charge, the Consumer Mediation Service (Service de Médiation pour le Consommateur / Consumentenombudsdienst), North Gate II, Boulevard du Roi Albert II 8 bte 1 / Koning Albert II-laan 8 bus 1, 1000 Brussels — mediationconsommateur.be / consumentenombudsdienst.be.
These terms are governed by Belgian law. The Customer keeps the protection of the mandatory rules of the country where they live. Disputes are brought before the courts that have jurisdiction under the applicable law.
Last updated: 6 October 2026