Refund Policy

 Single Session Bookings

• Cancellation Policy: Appointments can be cancelled or rescheduled up to 24 hours before the scheduled session without any penalty.
• Refund Eligibility: If you cancel within the allowed time frame, you are eligible for a full refund or the option to reschedule your session at no additional cost.
• Late Cancellations: Cancellations made within 24 hours of the appointment are non-refundable. However, we may allow rescheduling subject to availability and a rescheduling fee of 20% of the session cost.
• No-Show Policy: If you fail to attend your appointment without prior notice, no refund will be issued.

• Advance Notice Required: For group bookings, cancellations or rescheduling must be made at least 72 hours before the session.
• Refunds for Group Bookings: Refunds will be processed only if cancellation occurs within the allowed time frame. No refunds will be provided for late cancellations or no-shows for group sessions.

 Weekly Memberships

• Initial Payment: Membership fees are charged weekly. Members may cancel their membership at any time, but refunds for unused portions of the week are not available.
• Pausing Membership: Members are allowed to pause their membership for up to 4 weeks per calendar year at no cost. During the pause, no charges will apply, and the membership will automatically reactivate at the end of the pause period.

• Cancellation within the First 30 Days: Annual memberships cancelled within 30 days of purchase are eligible for a refund of the unused portion of the membership fee, minus a 10% administrative fee.
• After 30 Days: Refunds are not available for annual memberships after the first 30 days of activation. Members may, however, transfer the unused portion of their membership to another individual upon request and approval.

•  Non-Refundable Packages: Promotional packages, discounted sessions, or limited-time offers are typically non-refundable unless otherwise stated at the time of purchase.
• Unused Sessions: If a promotional package includes multiple sessions, you can reschedule any unused sessions as long as the request is made before the package expires.

• Access Requirements: Guests must adhere to the start and end times of their booked sessions.
• Late Arrivals: Late arrivals are accommodated to the best of our ability, but the session will end at the scheduled time, and no refunds or extensions will be provided.
• Overstay Fees: Guests exceeding their session time without prior authorisation may be subject to additional charges.

In the event of unexpected facility closures due to weather, maintenance, or other unforeseen circumstances, we will notify affected guests as soon as possible. Options include:

• Rescheduling the session at no additional cost.
• Issuing a full refund for the affected session.

To request a refund, please contact our support team via:

• Phone: 02 9750 2885
• Email: admin@hotspa.com.au

Include your booking details, receipt, and the reason for the refund request. Refunds will be processed within 7-10 business days after approval.

Once a service or session has been completed, it is considered non-refundable. This includes all spa treatments, pool usage, and therapy sessions, regardless of the outcome or perceived satisfaction. Please ensure that you communicate any concerns or feedback during the service to allow our staff to address them promptly.

If you are unable to fully enjoy your session due to personal reasons, such as arriving late or leaving early, we regret that no refunds can be issued for the unused portion of your booking.

While we strive to adhere to this policy, we reserve the right to review and make discretionary decisions on refunds in special circumstances. Each request will be evaluated on a case-by-case basis.

Hot Spa - Therapy Pool & Spa reserves the right to modify this refund policy at any time. Changes will be communicated via our website and at the facility. The updated policy will take effect immediately upon posting. 

If you have questions or concerns about this refund policy, please reach out to us. We’re here to ensure your experience with Hot Spa - Therapy Pool & Spa is smooth and enjoyable.