Legal Information

Last updated: December 2025

Privacy Policy

(Effective Date: [01.12.2025])

This Privacy Policy explains how TwoRelax (“we”, “us”, or “our”) collects, uses, and protects your personal data when you visit our website www.tworelax.com, contact us, or make a purchase.

We respect your privacy and process your personal data in accordance with the EU General Data Protection Regulation (GDPR) and the Austrian Data Protection Act (DSG).


1. Data Controller

Sebastian Scott Hill (sole proprietor)
Sonnenburgstraße 7, Top N5
6020 Innsbruck, Austria
Email: hello@tworelax.com
Phone: +43 660 588 1567


2. Data We Collect

We collect and process personal data only as necessary for business purposes:

(a) When you visit our website:

  • IP address, browser type, operating system, date and time of access, pages visited.

(b) When you make a purchase:

  • Full name, billing and shipping address, email, phone number, payment details (processed securely via our payment provider).

(c) When you subscribe to our newsletter:

  • Email address and consent confirmation.

(d) When you contact us:

  • Name, email, and any information you include in your message.


3. Purpose and Legal Basis of Processing

We process your data based on the following legal bases under Art. 6 GDPR:

Purpose

Legal Basis

Example

Fulfilling orders and delivering products

Art. 6(1)(b) GDPR – Contract performance

To process and ship your order

Customer support and communication

Art. 6(1)(b) GDPR – Contract performance

Responding to inquiries

Newsletter and marketing emails

Art. 6(1)(a) GDPR – Consent

Sending product news and offers

Website analytics (Google Analytics)

Art. 6(1)(a) GDPR – Consent

Analyzing website traffic

Legal obligations (tax, accounting)

Art. 6(1)(c) GDPR – Legal requirement

Invoicing and record keeping

You can withdraw consent at any time by contacting us at hello@tworelax.com.


4. Data Retention

We retain personal data only as long as necessary:

  • Order and billing data: 7 years (tax law requirement).
  • Customer communications: up to 2 years after resolution.
  • Newsletter data: until consent is withdrawn.
  • Analytics data: 14 months (Google Analytics default).


5. Data Sharing and Processing Partners

We share personal data only with trusted EU-based or GDPR-compliant service providers as necessary for our operations:

  • Website & hosting: Shopify International Ltd. (Ireland) & Shopify Inc. (Canada)
  • Payment processing: PayPal, Stripe, Shopify Payments.
  • Analytics: Google Analytics (see Cookie Policy).
  • Email newsletters: Shopify Email or equivalent GDPR-compliant provider.
  • Freight forwarding and delivery services: third-party logistics providers for order fulfillment.

All partners are bound by Data Processing Agreements (DPAs) ensuring GDPR compliance.


6. International Data Transfers

If our service providers process data outside the EU/EEA (e.g., Shopify, Google), they do so under EU Standard Contractual Clauses (SCCs) or other approved transfer safeguards.


7. Cookies and Tracking

We use cookies to ensure website functionality and improve user experience.

Analytics cookies (Google Analytics) are only activated after you consent through our cookie banner (provided by Cookiebot.com).

You can change your cookie preferences anytime using the banner or your browser settings.

For details, see our Cookie Policy.


8. Newsletter

You can subscribe to our newsletter to receive updates, promotions, and product information.

  • You can unsubscribe anytime using the “unsubscribe” link in each email.

We never share newsletter email addresses with third parties.


9. SSL Encryption

Our website uses SSL encryption (HTTPS) for secure communication and data transfer.

All personal data entered on the site is transmitted in encrypted form.


10. Your Rights Under GDPR

You have the following rights regarding your personal data:

  • Right of access (Art. 15 GDPR)
  • Right to rectification (Art. 16 GDPR)
  • Right to erasure (“right to be forgotten”) (Art. 17 GDPR)
  • Right to restriction of processing (Art. 18 GDPR)
  • Right to data portability (Art. 20 GDPR)
  • Right to object (Art. 21 GDPR)
  • Right to withdraw consent at any time (Art. 7(3) GDPR)

To exercise your rights, contact us at hello@tworelax.com.

You also have the right to lodge a complaint with the Austrian Data Protection Authority (Datenschutzbehörde – DSB):

Barichgasse 40–42, 1030 Vienna, Austria

Website: https://www.dsb.gv.at


11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect legal or operational changes. The current version will always be available on our website.

Terms and conditions

(Effective Date: [01.12.2025])

These Terms and Conditions govern all purchases made via the online shop www.tworelax.com, operated by Sebastian Scott Hill, sole proprietor, trading as TwoRelax, registered in Austria under GISA no. 39038777.


1. Scope

These Terms and Conditions apply to all orders placed by consumers (B2C) through our online shop within the European Union.

A consumer is any natural person who concludes a legal transaction for purposes that are not predominantly related to their commercial or self-employed professional activity (Art. 2(1) Directive 2011/83/EU).


2. Contracting Party

The purchase agreement is concluded with:

TwoRelax

Sole proprietorship of Sebastian Scott Hill

Sonnenburgstraße 7, Top N5

6020 Innsbruck, Austria

Email: hello@tworelax.com

Phone: +43 660 588 1567

VAT ID: ATU77490537


3. Contract Formation

  1. Product listings on our website are not legally binding offers but non-binding invitations to place an order.
  2. By placing an order through the online checkout process, you make a binding offer to purchase the selected goods.
  3. A contract is formed when you receive an order confirmation email from us.
  4. Orders are processed and fulfilled by our EU-based suppliers and logistics partners on our behalf.


4. Prices and Payment

  1. All prices displayed on the website include statutory VAT (once applicable) and are stated in euros (EUR).
  2. Accepted payment methods:
  • Credit card
  • Debit card
  • PayPal
  • Klarna
  • (Additional methods may be added later)
  1. Payment is due immediately upon checkout.
  2. In case of non-payment, we reserve the right to cancel the order.


5. Delivery and Performance Conditions

  1. Goods are delivered within the European Union
  2. The typical delivery period is up to 10 working days from order confirmation.
  3. “Performance” (fulfilment of contract) occurs when the ordered goods are delivered in full and undamaged to the customer.
  4. Ownership of the goods transfers to the customer only after full payment has been received.
  5. We reserve the right to withdraw from the contract if delivery by our suppliers is impossible for reasons beyond our control (e.g., stock shortage, production issues, or transport restrictions).
  6. In such cases, the customer will be notified immediately, and any payments already made will be refunded without delay.
  7. If there are delays, we will inform customers promptly.

5.1 Missed Deliveries and Failed Delivery Attempts

Delivery of bulky goods such as whirlpools requires prior coordination and the presence of the customer or an authorised representative at the agreed delivery time.

A delivery attempt shall be considered failed if delivery cannot be completed due to reasons attributable to the customer, including but not limited to:

  • absence of the customer at the agreed delivery time,
  • incorrect or incomplete delivery address,
  • failure to respond to delivery coordination attempts,
  • insufficient access conditions (e.g. narrow access, lack of unloading space, missing lift),
  • refusal of delivery without a legally valid reason.

In such cases, we reserve the right to charge the customer for any additional costs incurred, including redelivery, return transport, storage, or handling fees.

If a delivery attempt fails due to reasons attributable to the carrier or our suppliers, no additional costs shall be charged to the customer.

6. Shipping, Returns, and Costs

  1. Delivery is made either:
  • Directly from our EU suppliers to the customer, or
  • Via freight forwarding partners arranged by TwoRelax.
  1. Shipping costs are displayed during checkout.
  2. Customers bear the return shipping costs if exercising their right of withdrawal. This also applies to return transport resulting from a failed delivery attributable to the customer.
  3. For damaged or defective products, return costs will be covered by TwoRelax.


7. Warranty and Liability

  1. The statutory warranty period applies according to Austrian and EU law — 24 months from delivery.
  2. Warranty claims apply only to manufacturing defects existing at the time of delivery.
  3. Damage resulting from improper use, neglect, or normal wear and tear is not covered.
  4. We are not liable for:
  • Misuse or incorrect installation of whirlpools or accessories;
  • Use of inappropriate chemicals or maintenance methods;
  • Indirect or consequential damages (unless caused by gross negligence or intent).
  1. This limitation does not affect mandatory consumer protection rights.


8. Right of Withdrawal (Cancellation Policy)

(according to the EU Consumer Rights Directive 2011/83/EU)

Consumers have the right to withdraw from this contract within 14 days, unless one of the legal exceptions applies.

The withdrawal period is 14 days from the day you, or a third party named by you (who is not the carrier), received the goods.

To exercise the right of withdrawal, you must send us a clear statement (e.g. by email):

TwoRelax

Sebastian Scott Hill

Sonnenburgstraße 7, Top N5

6020 Innsbruck, Austria

Email: hello@tworelax.com

You may use the model withdrawal form below, but it is not mandatory.


Model Withdrawal Form

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

To:

TwoRelax

Sebastian Scott Hill

Sonnenburgstraße 7, Top N5

6020 Innsbruck, Austria

Email: hello@tworelax.com

I/We () hereby withdraw from my/our () contract of sale for the following goods:

Ordered on () / received on (): ____________________________

Name of consumer(s): _______________________________________

Address of consumer(s): ____________________________________

Signature of consumer(s) (only if on paper): _________________

Date: _____________________________________________________

(*) Delete as appropriate


Hygiene Exception for Hot Tubs (Article 16(e) CRD)

Hot tubs and spas are hygiene-sensitive products.

For health protection reasons, the right of withdrawal does not apply once the product has been:

  • unsealed in a way that compromises hygiene,
  • connected to electricity or plumbing,
  • filled with water (even partially)
  • run, activated, or powered on
  • had chemicals added or water circulated
  • had jets, pumps, or heating systems operated
  • installed or placed in a way that requires tools, assembly, technical work, or removal of safety packaging
  • removed from its transport pallet in a way that prevents safe return transport

Once any of these actions occur, the product cannot be hygienically restored, and withdrawal is legally excluded.


Inspection Rights

Consumers may open the outer packaging only to the extent necessary to inspect the goods, as they would in a showroom.

Removing excessive packaging, damaging packaging, or handling the product beyond inspection may result in diminished-value deductions or refusal of return.


Returns Are Only Accepted If the Product Is:

  • unused,
  • uninstalled,
  • never filled with water,
  • never connected or wired,
  • hygienically intact,
  • in original packaging (packaging may be opened for inspection but must be resealed immediately to avoid any damages),
  • on a pallet or equivalent and ready for freight pickup,
  • accessible for collection.

If these conditions are not met, the return may be legally refused.


Diminished Value (Article 14(2) CRD)

If a return is accepted but the product shows signs of handling beyond what is necessary for inspection, we may deduct an appropriate amount:

  • up to 100% if the item has been installed, used, or filled with water.


Return Shipping Costs (Article 14(1) CRD)

The customer must bear the full cost of returning the goods. Return transport costs include all freight, handling, storage, and logistics charges incurred in connection with the return.

Hot tubs require freight transport; costs vary depending on location and carrier.


RMA Approval Required

All returns require prior authorization (RMA).

Customers must provide:

  • photos or video of the product,
  • confirmation of unused and hygienic condition,
  • confirmation that packaging and pallet are available,
  • confirmation of access for pickup.

Returns without RMA approval will not be accepted.


Refunds

If the return is approved, we will refund:

  • the product price,
  • €0 delivery cost (our standard delivery option is free),
  • paid premium delivery services (e.g., white-glove delivery) are not refunded.

Refunds are issued within 14 days after receiving the returned goods or receiving proof of return shipment, whichever is earlier.

9. Retention of Title

The goods remain our property until full payment has been received.


10. Governing Law

All contracts are governed by Austrian law, excluding the UN Convention on Contracts for the International Sale of Goods (CISG).

Mandatory consumer protection provisions of the customer’s country of residence remain unaffected.


11. Dispute Resolution

The European Commission provides an online dispute resolution (ODR) platform:

https://ec.europa.eu/consumers/odr

We are not obliged or willing to participate in consumer arbitration procedures before a dispute resolution body.

Cookie Policy

(Effective Date: [01.12.2025])

This Cookie Policy explains how TwoRelax (“we”, “us”, “our”) uses cookies and similar tracking technologies on the website www.tworelax.com, in accordance with the EU General Data Protection Regulation (GDPR), the ePrivacy Directive (2002/58/EC as amended by 2009/136/EC), and the Austrian Data Protection Act (DSG).


1. Definitions

Cookies are small text files that are stored on your device when you visit a website. They help websites remember information about your visit, such as preferred language or items in your cart.

Cookies may be “session cookies” (deleted after closing your browser) or “persistent cookies” (stored for a defined period).

Similar technologies include scripts, pixels, and local storage, which perform similar tracking functions.


2. Data Controller

Sebastian Scott Hill (sole proprietor)

Trading as TwoRelax

Sonnenburgstraße 7, Top N5

6020 Innsbruck, Austria

Email: hello@tworelax.com


3. Categories of Cookies Used

We use the following categories of cookies:

(a) Strictly Necessary Cookies

These cookies are essential for the operation of our website and its core functions (e.g., shopping cart, checkout, account login).

They do not require user consent and cannot be disabled in our systems.

Legal basis: Art. 6(1)(f) GDPR – Legitimate interest in ensuring website functionality.


(b) Performance and Analytics Cookies

These cookies help us analyze website traffic and user behavior to improve our services.

We use Google Analytics, provided by Google Ireland Limited, Gordon House, Barrow Street, Dublin 4, Ireland.

Collected data may include:

  • IP address (anonymized before storage)
  • Browser type and version
  • Operating system
  • Referring URL and pages visited
  • Duration and frequency of visits

Legal basis: Art. 6(1)(a) GDPR – Consent.

Analytics cookies are only activated after the user gives consent via our cookie banner (provided by Cookiebot.com).

You can withdraw consent at any time by adjusting your preferences through the cookie banner or your browser settings.


(c) Functional Cookies

These cookies enable enhanced features such as remembering language preferences or login details.

They may be set by us or by third-party providers whose services are used on our website.

Legal basis: Art. 6(1)(a) GDPR – Consent.


(d) Marketing and Advertising Cookies

These cookies track visitors across websites to display personalized advertising.

TwoRelax does not currently use marketing cookies, but this category is included for transparency.

If introduced in the future, users will be informed and consent will be obtained before activation.


4. Cookie Consent Management

We use a consent management tool provided by Cookiebot.com to collect and record user consent.

When you first visit our website, a banner will appear allowing you to:

  • Accept all cookies,
  • Reject non-essential cookies, or
  • Customize your preferences.

Your consent choices are stored securely and can be changed at any time by reopening the cookie settings link in the website footer.

The tool records the following data for proof of consent:

  • User consent status and timestamp
  • Browser and device type
  • Anonymized IP address
  • Consent ID and cookie preferences

This information is stored for a period of 12 months and then automatically deleted.


5. Managing Cookies in Your Browser

You can manage or delete cookies directly through your browser settings.

Please note that disabling necessary cookies may affect the functionality of our website.

Browser-specific instructions:

  • Chrome: https://support.google.com/chrome/answer/95647
  • Firefox: https://support.mozilla.org/en-US/kb/enable-and-disable-cookies
  • Safari: https://support.apple.com/guide/safari/manage-cookies-and-website-data-sfri11471/mac
  • Edge: https://support.microsoft.com/help/4027947/microsoft-edge-delete-cookies


6. Data Retention

Cookies are retained only as long as necessary for their respective purposes:

  • Session cookies: until browser is closed.
  • Persistent cookies: maximum of 14 months (Google Analytics default).
  • Consent record cookies: 12 months (Cookiebot.com default).


7. Third-Party Cookies

Our website may include third-party content (e.g., embedded videos, maps, or social media buttons) that sets cookies independently.

We are not responsible for the data processing of these external providers.

When you interact with such content, the privacy policies of those third parties apply.


8. International Data Transfers

Google Analytics and Shopify may transfer personal data to the United States under EU Standard Contractual Clauses (SCCs) approved by the European Commission.

We ensure that all transfers comply with Art. 44–49 GDPR and maintain an adequate level of data protection.


9. Your Rights

As a user, you have the following rights under the GDPR regarding cookies and personal data:

  • Right of access (Art. 15)
  • Right to rectification (Art. 16)
  • Right to erasure (Art. 17)
  • Right to restriction of processing (Art. 18)
  • Right to data portability (Art. 20)
  • Right to object (Art. 21)
  • Right to withdraw consent (Art. 7(3))

To exercise these rights, please contact us at hello@tworelax.com.


10. Updates to This Policy

We may update this Cookie Policy periodically to reflect legal or technical changes.

The latest version will always be available on this page.

Legal Disclaimer

(Effective Date: [01.12.2025])

The information and advice provided on www.tworelax.com and associated materials are for general informational purposes only. While we take great care to ensure accuracy and reliability, TwoRelax and Sebastian Scott Hill make no representations, warranties, or guarantees, express or implied, regarding the completeness, accuracy, reliability, or suitability of the information provided.


1. No Professional Advice

Any maintenance, installation, cleaning, or chemical-use guidance provided on our website, blog, or communication channels is for informational purposes only and does not constitute professional, technical, or safety advice.

Always follow the manufacturer’s official instructions, product Safety Data Sheets (SDS), and local safety regulations when using, installing, or maintaining whirlpools or related products.


2. Chemical Use and Safety

When handling and using whirlpool chemicals (such as chlorine, pH balancers, or cleaning agents):

  • Always read and follow the product label and safety instructions.
  • Store chemicals securely, away from children and pets.
  • Do not mix different chemical products.
  • Use only products suitable for your specific whirlpool system.

We accept no responsibility for any injury, damage, or adverse effect resulting from the improper use, handling, or storage of chemical products.


3. Product Information

All technical specifications, measurements, and descriptions provided on our website are based on information from manufacturers and suppliers.

While we strive for accuracy, product details may change without notice.

We are not liable for typographical errors, variations in product appearance, or manufacturer updates beyond our control.


4. External Links

Our website may contain links to third-party websites for your convenience.

We have no control over, and assume no responsibility for, the content, policies, or practices of external websites.

Use of external links is at your own discretion and risk.


5. Limitation of Liability

To the fullest extent permitted by law, TwoRelax and Sebastian Scott Hill shall not be liable for any direct, indirect, incidental, consequential, or punitive damages arising from:

  • Use or misuse of information on this website,
  • Reliance on maintenance or chemical advice,
  • Errors, omissions, or delays in website content,
  • Or any injury, loss, or damage related to whirlpool installation, operation, or maintenance.

This limitation does not affect your statutory consumer rights under Austrian or EU law.


6. Updates

We may update this disclaimer periodically to reflect new information, products, or legal requirements.

The latest version will always be available on this page.