Spa Cancellation Policy and Terms & Conditions of Entry

Terms & Conditions

At The Grand Saddles Lodge Spa, every treatment and wellness experience is thoughtfully designed to support relaxation, restoration and wellbeing. To ensure a safe, seamless and enjoyable experience for all guests, and to protect the time reserved with our therapists and facilities, we kindly ask that you familiarise yourself with the following Terms & Conditions before making a booking.

Bookings & Payment

Online Spa bookings must be paid in full at the time of reservation. Your booking is confirmed once payment has been successfully processed and these Terms & Conditions have been accepted.

All prices are quoted in Australian dollars and include GST.

Treatments, therapists and wellness experiences are subject to availability.

Cancellations & Changes

We understand that plans can change. Spa treatments and wellness experiences may be cancelled or rescheduled up to 72 hours prior to the scheduled booking time.

Cancellations made more than 72 hours prior to the scheduled booking will receive a full refund.

Cancellations, changes or requests to reschedule made within 72 hours of the scheduled booking time may result in the full booking amount being forfeited.

We understand that unexpected circumstances can arise. Where possible, our Spa team may consider a one-time reschedule or credit at its discretion, subject to availability, the circumstances of the request and any costs already incurred.

No-shows, including failure to attend at the scheduled booking time, will result in the full booking amount being forfeited.

Refunds, credits and reschedules will be assessed consistently and in accordance with these Terms & Conditions and any rights that cannot be excluded under Australian Consumer Law.

Arrival & Late Arrivals

We ask guests to arrive 15 minutes prior to their scheduled treatment or experience to allow time for check-in, consultation and preparation.

Guests arriving late will be accommodated wherever possible; however, your treatment or experience may need to be shortened to avoid impacting subsequent bookings. The full booking price will still apply.

Guests attending the Hydrothermal Suites or Infrared Sauna should allow sufficient time to change into swimwear prior to their scheduled session.

Health & Consultation

Your wellbeing is our priority.

All treatment guests will complete a pre-treatment consultation prior to their treatment. Please advise our Spa team of any relevant medical conditions, injuries, allergies, pregnancy, medications or other health considerations that may affect your treatment or experience.

Certain treatments, products and thermal experiences may not be suitable for all guests. Where appropriate, our Spa team may recommend modifying or declining a treatment or experience where there is a health or safety concern.

If you are unsure whether a treatment or thermal experience is suitable for you, we recommend seeking advice from your healthcare professional prior to your visit.

Personal and health information collected as part of the consultation process is handled in accordance with The Grand Saddles Lodge Privacy Policy.

Pregnancy

Please advise us at the time of booking if you are pregnant.

Pregnancy treatments are subject to gestation, individual circumstances and the availability of an appropriately trained therapist. Certain treatments, products and thermal experiences may not be suitable during pregnancy.

Pregnant guests should seek advice from their healthcare professional before participating in sauna, steam, infrared sauna, cold plunge or other thermal experiences.

Hydrothermal Suites

Swimwear must be worn at all times within the Hydrothermal Suites.

Guests are encouraged to remain well hydrated before, during and after their experience. A hydration station is provided within the suites, and guests are welcome to bring their own water bottle.

The Hydrothermal experience involves exposure to both heat and cold and may not be suitable for everyone. Guests with cardiovascular conditions, blood-pressure concerns, pregnancy or other medical conditions that may be affected by heat or cold exposure should seek medical advice before participating.

Please listen to your body throughout your experience, take breaks whenever required and discontinue use immediately if you feel dizzy, faint, unwell or uncomfortable.

Following your Hydrothermal experience, we recommend allowing your body and skin time to cool naturally before showering, where comfortable to do so.

Infrared Sauna

Swimwear must be worn at all times during Infrared Sauna sessions.

Guests are encouraged to remain well hydrated before and after their session.

A private shower is available within the Infrared Sauna room for guests wishing to shower following their experience.

Infrared heat may not be suitable for everyone. Guests who are pregnant or have cardiovascular, blood-pressure or other relevant medical conditions should seek appropriate medical advice before use.

Please discontinue your session immediately if you feel dizzy, faint, unwell or uncomfortable.

Professional Boundaries, Conduct & Mutual Respect

Every treatment and ritual at The Grand Saddles Lodge Spa is provided within a strictly professional and therapeutic environment.

Our therapists maintain appropriate professional boundaries and draping protocols throughout treatments to protect the comfort, dignity and privacy of both our guests and therapists.

The Grand Saddles Lodge Spa maintains a zero-tolerance policy towards harassment, discrimination, sexual or suggestive behaviour, inappropriate language, unwanted physical contact, intimidation or any other conduct that compromises the safety, dignity or wellbeing of our therapists, team members or fellow guests.

Our therapists are fully supported in immediately stopping a treatment and leaving the treatment room if they experience behaviour or language that is inappropriate, suggestive, threatening or otherwise breaches professional boundaries.

Spa management and/or security may be contacted where required. This reflects the professional-boundaries standards established by The Grand Saddles Lodge Spa.

Where a treatment or experience is terminated due to inappropriate guest conduct, the full cost of the booked treatment or experience will apply, and no refund will be provided.

The Grand Saddles Lodge Spa reserves the right to cancel any remaining Spa treatments or wellness experiences and refuse future Spa bookings where a guest’s conduct compromises the safety, dignity or professional wellbeing of our team or other guests.

We ask that all guests and team members treat one another with courtesy, dignity and mutual respect, helping us maintain the peaceful and restorative environment of The Grand Saddles Lodge Spa.

Spa Environment

The Grand Saddles Lodge Spa is a place of relaxation and restoration.

To preserve the experience for everyone, we kindly ask that mobile phones be switched to silent while within the Spa, relaxation and Hydrothermal areas.

Guests are asked to respect the quiet nature of these spaces and the privacy and comfort of other guests.

Personal Belongings

Lockers are provided where applicable.

We recommend leaving valuables at home or secured within your accommodation. The Grand Saddles Lodge Spa cannot accept responsibility for lost, stolen or damaged personal belongings, except where liability cannot lawfully be excluded.

Age Requirements

Spa treatments and wellness experiences are subject to minimum-age requirements.

Guests under 18 may require the consent of a parent or legal guardian, and certain treatments or thermal experiences may not be available to minors.

Changes to Treatments & Experiences

On rare occasions, operational, staffing, product, maintenance, safety or other circumstances may require us to modify, substitute, reschedule or withdraw a treatment or component of an experience.

Where possible, The Grand Saddles Lodge Spa will provide a suitable alternative of comparable value. If a suitable alternative is not available for the affected treatment or experience, guests will be offered the opportunity to reschedule or receive a refund for the affected component.

If We Need to Cancel

In the unlikely event that The Grand Saddles Lodge Spa needs to cancel your treatment or wellness experience, you will be offered the opportunity to reschedule your booking or receive a full refund for the affected treatment or experience. We are not responsible for any incidental costs or losses incurred by guests in connection with a cancellation, except where liability cannot lawfully be excluded.

Gift Vouchers

Gift vouchers are subject to the validity period and conditions stated on the voucher and must comply with applicable Australian gift card and voucher requirements.

Gift vouchers are not redeemable for cash and must be presented or identified at the time of redemption.

Where a booking made using a gift voucher is cancelled within the 72-hour cancellation period, or the guest does not attend their booking, the applicable value of the booked treatment or experience may be deducted from the voucher or forfeited in accordance with our cancellation policy. Cancellations made within 24 hours of the scheduled booking time, or no-shows, may result in the applicable booking value being forfeited. Any remaining voucher balance will remain available for use until the voucher expires, unless otherwise stated on the voucher or required by law.

Consumer Guarantees

Nothing in these Terms & Conditions is intended to limit, exclude or modify any rights or remedies that cannot be excluded under Australian Consumer Law.

Acceptance of Terms

By making a booking with The Grand Saddles Lodge Spa, guests acknowledge and agree to these Terms & Conditions.

We look forward to welcoming you to The Grand Saddles Lodge Spa and creating a peaceful, restorative and memorable experience.