Terms of Use NAIPO Relax Lounge - Am Grasbrookpark 1, Hamburg

Terms of Use for the NAIPO Relax Lounge

Last updated: 26 September 2026

We look forward to your visit and to you enjoying our massage chairs in peace and quiet. By making a booking, you agree to the following terms and conditions.

1. Operator & Contractual Relationship

The operator of the retail space (under the brand name “NAIPO Relax Lounge”) is Alsterwell GmbH, Oberstraße 134, 20149 Hamburg
, Germany. Upon booking, a contract for the demonstration of retail goods is concluded with the operator.

2. Age Restriction

You must be aged 16 or over to try out the chairs in the lounge. Younger guests are welcome provided they are accompanied by a parent or guardian. Parents are responsible for their children.

3. Your premium product experience (showroom concept)

Our test cubicles offer you the opportunity to try out our high-quality massage chairs for yourself in a private and peaceful atmosphere. The focus is on experiencing the complex technology (ergonomics, Dolby Atmos sound, aromas) at your own pace and without any time pressure. Whether this leads to you purchasing your own chair is entirely up to you — a purchase is not a prerequisite for your visit.

Please note: This product trial, offered through our specialist retail outlets, is expressly not a medical, therapeutic or health-related measure and is no substitute for a visit to a doctor. Any form of therapeutic treatment within the meaning of the German Heilpraktikergesetz (Law on Non-Medical Practitioners) is excluded.

Regarding room allocation: Our videos on social media often feature the large room for four people in HafenCity. This room is automatically allocated for bookings of three or four people. For bookings of one or two people, a smaller room for one to two people may be allocated. The allocation is random and is not determined by the person making the booking.

4. Service charge & credit towards purchases

We charge a service fee for booking the cabins and providing the demonstration equipment (including the cost of instruction and hygienic disinfection).

And if you later decide to purchase a NAIPO massage chair, we’d like to thank you: the service fee for up to one appointment will then be credited in full towards the purchase price.

Here’s how the credit works: the amount is deducted from the purchase price of the chair. No refund will be made to your payment method. One appointment per purchase is credited, and only if you have paid the service fee to us yourself. Appointments booked via a corporate provider such as Wellpass, Hansefit or USC, via a voucher, or via a deals portal such as Groupon are excluded from this credit: in those cases, you did not pay the fee directly to us.

5. Health Information & Medical Emergencies

For your own safety, we ask that anyone with health conditions seek medical advice before taking the test. This applies in particular to:

• cardiovascular conditions or pregnancy

• implanted devices (e.g. pacemakers)

• recent surgery or acute back problems

You use the equipment at your own risk. Should you experience pain or feel unwell during the test, you are obliged to stop the programme immediately using the remote control or the display.

As we are a retail business, no on-site medical supervision is provided. In the event of a medical emergency, our staff will immediately alert the emergency services (112); we are unable to provide any further specialist medical care.

6. Disclaimer & Acceptance of Risk

We accept unlimited liability for wilful misconduct and gross negligence. In cases of simple negligence – except where there is injury to life, limb or health – we shall only be liable where essential contractual obligations (cardinal obligations) have been breached. In such cases, liability is limited to foreseeable damage typical for this type of contract.

We accept no liability for health consequences arising from your failure to disclose or your disregard of any contraindications (pre-existing conditions). Please treat our demonstration equipment and the premises with care. The person responsible shall be liable for damage caused by improper, negligent or wilful use, up to the amount of the necessary repair or replacement costs. The person making the booking is also liable for damage caused by their guests (see clause 11). We accept no liability for the loss, theft or damage to items you bring with you (e.g. valuables, mobile phones, clothing), except in cases of wilful misconduct or gross negligence.

This also applies to items you forget or leave behind. We do not store, safekeep or guard your belongings, and we are under no obligation to replace items that can no longer be found. Exceptions to this are cases of wilful misconduct and gross negligence. Please take your valuables with you into the facility and check that you have gathered everything together before leaving. Should anything be found, please do not hesitate to contact us at relax@naipo.de.

7. Conduct & House Rules

To ensure that all customers can enjoy their experience, we ask for your consideration. In the event of noise, disruption or improper use, we reserve the right to exercise our right to manage the premises.

The following are specifically prohibited in the lounge’s cabins and rooms: sexual acts, smoking and vaping, the consumption of alcohol and drugs, as well as food brought onto the premises, open flames, and taking photographs or videos of other guests without their consent. Pets are not permitted in the lounge; the only exception is hypoallergenic dogs, subject to prior arrangement and the express consent of the staff.

Hygiene is one of the most important aspects at NAIPO: there is a gap of over 15 minutes between all appointments, during which each treatment room is cleaned and the chair is disinfected. Serious breaches of these rules necessitate a special cleaning, which cannot be carried out within this timeframe — in particular, sexual acts in the treatment rooms, the consumption of food brought onto the premises, and other breaches that significantly compromise the hygiene of the premises. We charge a flat-rate fee of €200 to cover the costs and special cleaning required. You are entitled to provide evidence that no costs, or only significantly lower costs, were incurred. This does not affect any further claims, an immediate ban from the premises, or the termination of the appointment without a refund.

8. Hygiene & Cleanliness

Hygiene is one of the most important aspects at NAIPO. To ensure you begin every appointment in a freshly cleaned treatment room, we allow over 15 minutes between all appointments for cleaning and disinfection. In the event of extreme, wilful soiling, we reserve the right to charge a cleaning fee (up to €89).

9. Displays & Smart TVs

The screens installed in the treatment rooms are primarily intended for product presentation and to explain the NAIPO operating system. They are intended as aids for operating the hardware.

10. Booking, Rescheduling & Cancellation

• You can easily rebook your appointment up to 24 hours in advance. In this case, we will issue a voucher (valid for 3 years from the date of issue).

• As we reserve the booth exclusively for you, a refund is unfortunately not possible. There is no statutory right of withdrawal for date-specific bookings.

Please arrive on time: the session ends at the booked time; unfortunately, we cannot extend the session to make up for any delay. With NAIPO Flex, delays of up to 15 minutes are covered.

NAIPO Flex: Extended terms and conditions apply with the paid add-on option NAIPO Flex. It includes: free rebooking or cancellation up to 2 hours before the appointment (refund issued as a voucher in the event of cancellation), protection against lateness of up to 15 minutes (the time will be added to the end of the appointment where possible, otherwise credited), a one-off free rescheduling in the event of last-minute illness, the transfer of the appointment to another person, and changes to the duration or number of people, provided a suitable slot is available (any price difference will be charged). The Flex option applies per booking; please notify us of any changes in advance at relax@naipo.de or via WhatsApp. The services displayed at the time of purchasing the Flex option are binding.

11. Bookings for third parties

If you are making a booking for friends, family or B2B partners, please draw their attention to our Terms and Conditions. The person making the booking is responsible for ensuring their guests behave appropriately.

12. No guarantee of availability

There is no entitlement to the constant availability of the lounge, individual functional areas or specific equipment (e.g. a specific model of massage chair). In the event of technical faults or short-term restrictions, there is no entitlement to a refund. In such cases, we shall, at our discretion, either rebook the reservation or issue a voucher.

13. Force majeure & technical faults

There is no entitlement to a refund in the event of force majeure, official orders or technical faults. At our discretion, we will either rebook your reservation or issue a voucher.

14. Data Protection & CCTV

The reception area is under video surveillance for your and our safety. Sensor data from the chairs (e.g. shoulder height measurement) is processed locally within the hardware only for the duration of your test and is not stored.

15. Language & Translations

The German version of these Terms of Use is legally binding. Translations are provided for clarity; in the event of any discrepancies, the German text shall prevail.

16. Precedence of the Written Version

Only the version of these Terms of Use published here shall apply. Verbal agreements or undertakings, including those made by staff, are non-binding.

17. Consumer Dispute Resolution (Section 36 VSBG)

Alsterwell GmbH is neither obliged nor willing to participate in dispute resolution proceedings before a consumer arbitration board.

18. Jurisdiction & Severability clause

German law shall apply. The place of jurisdiction is Hamburg. Should any provision of these Terms and Conditions be invalid, the validity of the remaining provisions shall remain unaffected.

Important note:

We hope you enjoy a relaxing experience with our products! By making a booking, you accept these terms and conditions.