Spa Booking and Treatment Cancellation Policy

In Summary

Should you need to cancel your booking, we will require a minimum of 10 working days’ notice; we can then issue a refund less 10% for charges incurred, we might also need to cover any further losses to the business; we can, however issue vouchers for the total value of your booking with a 12-month expiry, place the money on account to use at a later date or you are welcome to reschedule as many times as necessary to insure that you get your booking. Please read on for the full details of our cancellations and refund policy.

Food and Perishables

If you have booked food or perishables with your spa day or treatment and wish to rearrange your experience within 24 hours of arrival, we will need to charge for these items as they will need to go to waste. 

When making a reservation

When making a reservation, full payment will be required by credit or debit card. If you have gift vouchers, we will need the code number at the time of booking. If the voucher code cannot be produced, we will require an alternative form of payment. Please book all of your treatments when making your reservation or as soon as possible, as we cannot guarantee the availability of treatments on your arrival. Please be aware that due to the popularity of our treatments, we are no longer able to reserve treatment space. 

Cancelling your reservation in detail

Here are the details of our cancellation policy. If you need to cancel your booking, we will need a minimum of 10 working days’ notice prior to your arrival date. At this point, we can issue a refund, less 10% of the total booking cost. This 10% covers our losses relating to card charges and administration costs.

After this point, deposits are refundable, but we will need to cover all of our losses. Once you have made your booking, we have started to invest in you. If you have booked a treatment, we will need to cover the cost of wages, which will be charged at £15 per hour. We will also need to cover all financial costs associated with the booking, which will be charged at 10% of the total cost of your reservation. This covers administrative costs, card charges for the initial payment and refund, as well as any booking fees we have had to pay. If you have added food and you cancel within 24 hours, we will need to charge for the food and/or any other perishables.

Refunds for Online Bookings

When booking online, an application processing fee is charged by our payment platform. Please note: Online application fees are non-refundable in all cases, including cancellations made within 72 hours of the original booking, even if you have booked our venue by mistake. While we aim to be as flexible and understanding as possible, this fee is outside of our control and is incurred at the point of transaction. As such, this cost will always be deducted from any refund issued for an online booking. In addition to this, our standard cancellation policy and refund terms still apply—including our 10% cancellation charge and deduction of any non-recoverable costs or third-party fees. If you’re ever unsure before booking, we’re always happy to help—just give us a call or drop us a message via our contact page.

"We understand that mistakes can happen, but unfortunately we’re unable to absorb the transaction fees applied by our payment platform. As such, the application fee charged when booking online is non-refundable and will always be retained, even in the event of a quick cancellation or error."

Rearranging your spa day

You are welcome to rearrange your spa day, place the funds on your account to use at a later date or request a voucher for the total value of your booking; these options are available at no additional cost to you. Should you need to rearrange your booking more than three times, we will need to charge an extra 10% of the total booking cost to cover the administration of your booking. Money placed on the account will be available for you to use indefinitely; vouchers, as usual, will be valid for 12 months. Please see the full terms and conditions on gift vouchers above.