Temporary Terms and Conditions for Reservations (as of 24th June 2020)
All spa experiences and spa treatments (excluding eye treatments) are available to book from 1st August 2020. Should we be advised by the Government and spa association bodies that we are not able to carry out treatments for any reason, we will make every effort to contact you ahead of your visit to help you rearrange things.
You will be able to change the date of your booking or put your booking on hold (the value of your entire reservation will be transferred to a voucher with a 12-month validity period) 24 hours prior to arrival with no charge.
You also have the option to take out cancellation insurance should you need to cancel your reservation completely and are unable to rebook (details can be found below).
Bookings can be made online or over the phone.
Please note that gift cards/e vouchers cannot be redeemed online.
Package inclusions, access to facilities and opening times may vary to what is stated on website. Please note that at this current time, treatment procedures may be adapted slightly in line with guidance from our Product Houses.
Full payment is required at the time of booking all day experiences and additional treatments.
Payment can be made by credit or debit card, or by cash in person. If using a gift card as payment, we will require the gift card reference on booking.
Please note the following terms are only relevant to bookings made where cancellation insurance cover is not purchased. If cancellation insurance cover is taken and paid at the time of booking different terms apply and can be found below. Cancellation charges outlined below also apply to bookings paid for with gift cards.
Minimum age for spa guests is 16.
Please be advised that the lead booker is responsible for the entire reservation, including settling of bills and compliance with spa etiquette for all party members. Noncompliance may result in you and your guests being asked to leave the spa with no refund.
STANDARD CANCELLATION POLICY FOR SPA PACKAGES
All non‐arrivals for spa experiences will automatically be charged for in full. If a gift card was intended to be used towards a spa experience the purchase value will be forfeited.
No refunds will be given for early departure from the spa.
Any cancellations or date changes within 7 days of your day of arrival are non-refundable and non-transferable
Any cancellations between 30 days and 8 days prior to your arrival will be subject to a charge of £20 per person. The remainder will be placed on hold and payments will be transferred onto a gift card which will be valid for 6 months.
Any dates changed more than 30 days before arrival can be amended with no charge.
Any dates changed within 30 days of arrival, but no later than 8 days before arrival, will be subject to a charge of £20 per person. Please note that date changes may also be subject to an increase in the price or package initially booked.
Special offer spa experiences as advertised on our website may have different terms and conditions applied.
Please note that we are unable to amend or refund any reservations made via a 3rd party agents. Please contact the agent directly to discuss the terms of your booking should you need to amend or cancel.
At times, 3rd party agents can offer alternative pricing structures. We are unable to honour pricing structures advertised by 3rd party agents.
CANCELLATION INSURANCE COVER
To protect yourself in the event of having to cancel your visit to us, you can now take out insurance to cover the cost of your booking, with this specially designed product.
All payments made at booking stage are covered in the event of illness, accident or emergency for you personally, or one of your family members*. It also covers you for Jury Service, or if you are a witness in a court of law.
You are covered from as little as £10 per person for a spa day and £15 per person for overnight stays. It should be purchased by each individual within your party.
Bookings made without this insurance cannot be amended, cancelled or refunded, except in line with our cancellation policy. This can be found in our terms and conditions detailed above.
The key details of your insurance
If you cancel more than 7 days before arrival, you receive a full refund (excluding the cost of the insurance) of your booking. All cancellations must be made in writing to the Central Reservations Office at Hoar Cross Hall along with relevant supporting evidence (e.g. Doctor's note) by post or email to email@example.com
If you cancel less than 7 days before arrival, you can make one date change free of charge, subject to availability and possible increased costs, as rates can fluctuate. Any further date changes made will be subject to an administration charge.
For any payment made by voucher, you will receive an identical replacement voucher, which must be used by the original expiry date.
Our cancellation insurance covers:
Serious accident, illness or death to you or close relatives (not pre-existing).
A serious incident happens at your home such as fire or flood within 14 days of your arrival date or during your visit.
A burglary occurs at your home or the home within 7 days of your arrival date or during your visit.
Cancellation cover can be added to any reservation made but must be purchased at the time of booking. For more information, please speak to our Reservations Team.
Please note that in the current circumstances, Gift Cards sent by post may take 5 to 7 days. If your order is urgent, please select the e-voucher option.
We operate a 14-day cooling off period for gift cards purchased on‐line. You can cancel your order at any time until 14 working days after the purchase date. After this time, gift cards are non‐refundable.
Please advise us of any cancellations in writing – by post or email firstname.lastname@example.org supplying your name, address and the gift card number. It is not necessary for you to return the gift card to us. We recommend that cancellation letters are sent via Royal Mail Recorded Delivery.
Any gift cards purchased over the phone are non‐refundable.
Please note that any gift cards purchased prior to offers cannot be exchanged for discounted or promotional gift cards.
1st class post is used for gift cards sent in the mail. Next working day delivery is available at an additional charge, for orders placed before 2pm.
We can accept no responsibility for the length of delivery time or non-delivery of the orders once goods are dispatched. Delivery times are reliant on Royal Mail.
Please allow up to 48 hours for gift card orders to be processed. There may be some instances, Christmas and Bank Holidays, where this is not always possible, but we will endeavour to advise if this is the case.
Gift cards cannot be redeemed on the day of purchase.
Gift card promotions are subject to change and availability, cannot be used in conjunction with any other offer and cannot be used to purchase Membership.
Gift cards cannot be redeemed against Meetings, Events and Weddings.
We reserve the right to change or add new offers at any time.
Monetary gift cards can be used as full or part payment towards a stay or spa day.
Monetary gift cards can also be used for treatments and purchases made across the properties.
Gift cards cannot be used to purchase additional gift cards from the properties.
An experience gift card is only redeemable against the experience specified on the card and must be taken before the date of expiry on the gift card.
Gift cards are non‐transferable but can be upgraded for an additional cost, subject to availability.
Gift cards are currently valid for 15 months from the date of purchase. The expiry date is printed on the reverse of the card.
Gift cards cannot be exchanged for cash or redeemed against existing bookings where payment has already been made.
Please note that we are unable to extend expiry dates if gift cards are unused.
Complimentary monetary gift cards/e-vouchers
These are currently valid for 15 months from the date of issue unless specified by the issuer and may be used as full or part payment against purchases made across the properties.
They cannot be used in conjunction with any other special offer.
They cannot be used against Membership, any Members’ events or in our Spa Shop.
All our prices are inclusive of VAT at the current rate.
We endeavour to process and send items within 48 hours of your order being placed. However, there may be occasions, such as around Christmas, when this takes a little longer.