Policies

1.1 Contracting Entity

These General Terms and Conditions ("GTC") govern the contractual relationship between Frisson AG, operating under the brand KEEN Wellbeing ("KEEN", "we", "us"), and its customers ("you").

KEEN Wellbeing
 Frisson AG
 Viaduktstrasse 25
 8005 Zurich, Switzerland
 [email protected]
 www.keenwellbeing.com

1.2 Our Services

KEEN provides Active Recovery experiences, including guided and self-guided sessions, sauna, cold-water immersion, breathwork, workshops, events, private experiences and corporate programs.

Services are offered through individual entries, credit packs, memberships, monetary gift vouchers and individually agreed arrangements.

1.3 Scope of Application

These GTC apply to services provided by Frisson AG in Switzerland, whether purchased or booked through KEEN's website, booking platform, mobile application or directly with KEEN.

Product-specific purchase conditions, event terms and individually agreed private or corporate contracts supplement these GTC. Where expressly agreed, specific terms take precedence regarding the relevant product or service, subject to mandatory applicable law.

1.4 Contract Formation

A contract is formed when KEEN accepts a customer's purchase or booking, as confirmed through the applicable sales or booking channel.

2.1 Minimum Age

Regular KEEN classes and sessions are available to individuals aged 18 or older.

2.2 Health Requirements

KEEN experiences may involve heat, cold, guided breathing techniques and other activities carrying inherent physical or psychological risks.

Participants must consider their individual health circumstances and seek professional medical advice where necessary.

2.3 Health and Safety Declaration

All participants must complete KEEN's Health and Safety Declaration before their first session.

Participants must inform KEEN of material changes in their health circumstances that could affect safe participation.

2.4 Safety Instructions

Participants must follow all applicable safety instructions and immediately stop participating and inform KEEN staff if they experience concerning symptoms.

KEEN may modify, restrict or refuse participation where reasonably necessary for health or safety reasons.

3.1 Reservations

Sessions must be booked through an authorised KEEN booking channel. All reservations are subject to availability and confirmation.

3.2 Standard Cancellation Policy

Standard reservations may be cancelled up to 12 hours before the scheduled session without losing the applicable booking credit.

Cancellations made within 12 hours of the session and no-shows results in the loss of the booked credit or applicable charge, as communicated before booking.

3.3 Membership Cancellation Benefit

Active monthly membership holders benefit from a reduced cancellation window of six hours before the scheduled session, subject to their membership conditions.

3.4 Cancellations by KEEN

KEEN may cancel or reschedule sessions for justified operational, technical or safety reasons.

Affected customers will ordinarily receive a replacement booking or restored credit. Where an appropriate replacement cannot be provided, KEEN will offer a refund of the affected service where required by the contract or applicable law.

3.5 Events and Workshops

Special events and workshops may have separate booking, eligibility, cancellation and refund conditions. These will be disclosed separately before purchase.

3.6 Late Arrival

For guided sessions, KEEN reserves the right to refuse entry after the scheduled start time to ensure participant safety and avoid disruption. Late arrival does not entitle the customer to a refund or replacement credit.

For self-guided sessions, late arrival is permitted, but the session will end at its originally scheduled time.

5.1 Monthly Memberships

KEEN offers recurring monthly memberships with different access entitlements. Prices, included credits and membership benefits are specified before purchase.

Monthly memberships have a minimum contractual commitment of three months (“Initial Contractual Period”) and subsequently renew automatically on a monthly basis (“Renewal Period”) unless cancelled within one day before expiry of the Initial Contractual Period or the Renewal Period respectively/ as set forth in para. 5.2.

5.2 Membership Cancellation

Customers may cancel their membership at any time, including during the Initial Contractual Period, by giving at least thirty (30) days' notice.

Cancellation shall take effect at the end of the Initial Contractual Period, provided that the required notice period has been met. Otherwise, during the Renewal Period, cancellation shall take effect at the end of the next membership month for which the notice requirement is satisfied.

Following the Initial Contractual Period, customers may cancel their membership effective at the end of any membership month, subject to the same thirty (30) days' notice requirement.

5.3 Annual Memberships

Annual memberships are purchased as one-off products and provide the agreed benefits for twelve months from the applicable activation date.

Annual memberships do not renew automatically and expire at the end of their agreed term without requiring cancellation.

Ordinary early cancellation is excluded, subject to the applicable law and any expressly agreed exceptional circumstances.

5.4 Membership Credits

Unused monthly membership credits do not accumulate or carry forward into subsequent billing periods and cannot be transferred to another person, unless otherwise expressly agreed.

5.5 Payments and Failed Transactions

Membership fees are charged automatically through the agreed payment method.

If a payment fails, KEEN may immediately suspend access to membership services until outstanding amounts have been settled. The customer will be notified of the failed payment and suspension.

Suspension does not automatically terminate the membership or release the customer from outstanding contractual payment obligations.

5.6 Temporary Closures

Where KEEN temporarily closes its facilities and materially prevents customers from using their contractual membership benefits, KEEN will provide an appropriate extension or equivalent adjustment for the affected period, subject to applicable law.

5.7 Membership Benefits and Guest Passes

Membership benefits, including guest passes, preferential cancellation windows, discounts and access to members-only experiences, depend on the purchased membership type.

The number, validity and permitted use of guest passes are specified in the applicable membership purchase conditions.

Guest passes are intended for use by eligible third parties and have no cash redemption value. Unused guest passes do not accumulate or carry forward unless expressly stated otherwise.

5.8 Unlimited Memberships and Fair Use

Unlimited memberships provide access to the eligible services specified in the relevant membership agreement, subject to availability and reservation requirements.

Unlimited access applies only to the services expressly included in the membership and does not automatically extend to special events, workshops, private experiences or other separately priced offerings.

To ensure fair access for all members, KEEN may apply reasonable booking restrictions and no-show policies, provided these are communicated before purchase.

Repeated late cancellations or no-shows may result in applicable fees or temporary booking restrictions, in accordance with the disclosed membership conditions and applicable law.

4.1 Single Entries

Individual entries purchased at the applicable single-entry price are valid for ten years from the date of purchase.

The entry entitles the holder to the service category specified at purchase, subject to availability and any expressly disclosed service conditions.

4.2 Credit Packs

KEEN offers discounted multi-entry credit packs. These provide a reduced price per session in exchange for a specifically defined validity period.

The number of credits, eligible services, price and validity period are specified before purchase.

4.3 Monetary Gift Vouchers

Monetary gift vouchers represent prepaid value denominated in Swiss francs and may be redeemed against eligible KEEN services.

KEEN honours monetary gift vouchers for ten years from the date of purchase.

4.4 Exceptional Extensions

Where customers are unable to use their purchased credits or membership benefits due to documented illness, accident or pregnancy-related medical restrictions, KEEN will consider an appropriate extension based on the circumstances and duration of the inability to participate, subject to applicable law.

Requests must be submitted with reasonable supporting documentation.

KEEN may grant additional extensions at its discretion, including for holidays and other personal circumstances.

4.5 Transfers

Credits and credit packs are personal and intended exclusively for use by the person for whom they were purchased or assigned. They may not be shared with or transferred to another person without KEEN's prior approval. KEEN may approve transfers on a case-by-case basis at its sole discretion.

4.6 Promotional Offers and Special Packages

KEEN may offer introductory packages, promotional credits and other special or limited-time products that are subject to terms and conditions differing from those applicable to regular entries and credit packs.

Such offers may include specific eligibility requirements, usage restrictions, validity periods and cancellation conditions. The applicable terms will be communicated before purchase and form part of the respective purchase agreement.

Promotional offers cannot be combined with other discounts unless expressly stated otherwise.

6.1 Booking and Payment

Private sessions, corporate workshops and group experiences are governed by individually agreed offers or booking confirmations.

Unless otherwise agreed in writing, the full agreed fee must be paid before the scheduled service.

6.2 Cancellation and Rescheduling

Cancellation, rescheduling, minimum participant numbers and applicable fees are governed by the conditions agreed in the relevant offer or booking confirmation.

6.3 Organiser Responsibilities

The booking organiser is responsible for communicating KEEN's participation requirements, relevant safety information and applicable booking conditions to all attendees.

The organiser must inform participants that completion of KEEN's Health and Safety Declaration is required before participation.

Each participant remains responsible for their individual health declaration and compliance with KEEN's safety instructions.

KEEN retains its applicable legal responsibilities for the safe provision of its services.

7.1 Prices

All consumer prices are stated in Swiss francs (CHF), including applicable VAT unless expressly indicated otherwise.

For individually negotiated corporate services, the applicable offer specifies whether VAT is included or charged separately.

7.2 Payment

Payment is due at the time of purchase unless otherwise agreed.

7.3 Late Payments

In the event of late payment, KEEN may claim statutory default interest and take proportionate measures to recover outstanding amounts, in accordance with applicable law.

KEEN may suspend access to services where payment obligations remain outstanding, subject to the specific contract and applicable law.

8. Customer Responsibilities and Conduct

Customers must respect KEEN's facilities, staff and other participants, follow safety instructions and use equipment responsibly.

KEEN may restrict or refuse access in cases of unsafe, threatening, discriminatory or materially disruptive behaviour.

Customers may be held responsible for damage they unlawfully cause, in accordance with applicable Swiss law.

9.1 Liability

Subject to mandatory provisions of Swiss law, KEEN shall not be liable for any damage arising out of or in connection with the use of its facilities or services, including where caused by ordinary negligence or by acts, omissions or gross negligence of its employees, contractors or other auxiliary persons.

9.2 Loss or damage to personal belongings

KEEN accepts no liability for the loss of or damage to personal belongings, including items stored in lockers, except where liability cannot lawfully be excluded.

9.3 Acknowledgement of risk and disclosure of health conditions

Participants acknowledge that KEEN activities, particularly heat exposure, cold immersion and breathwork, involve inherent risks. Customers shall disclose relevant health conditions and comply with all applicable safety instructions.

9.4 Mandatory liability 

Nothing in these Terms and Conditions excludes or limits liability for death or personal injury, or any other liability that cannot lawfully be excluded or limited under Swiss law.

10. Data Protection

KEEN processes personal data in accordance with applicable Swiss data protection legislation.

Health-related information is accessed only by authorised personnel where necessary for legitimate safety or operational purposes.

Further information about data processing, service providers, retention and individual rights is provided in KEEN's Privacy Policy.

11. Changes to Services and GTC

KEEN may update its services, operational procedures and GTC.

Updated terms apply to new purchases and contracts according to the version valid at the time of the relevant transaction.

For existing memberships, KEEN will communicate proposed changes that materially affect prices, contractual rights or membership benefits in advance.

Where such changes materially disadvantage a customer, KEEN will provide an appropriate opportunity to terminate the affected agreement before the changes take effect, subject to mandatory law and existing contractual commitments.

Changes requiring individual agreement under applicable law will not become effective without that agreement.

12.1 Applicable Law and Jurisdiction

These GTC are governed by Swiss law. Any disputes under these GTC shall be brought before the competent courts in Zurich, Switzerland.

12.2 Severability

If an individual provision is found invalid or unenforceable, the remaining provisions remain effective to the extent permitted by law.

KEEN Wellbeing
Frisson AG
Viaduktstrasse 25
8005 Zürich
[email protected]