terms and conditions

General

1. Peninsula Hot Springs reserves the right to change prices and services without notice. This includes the closure of certain experiences and facilities due to guest capacity considerations and facility maintenance requirements.
2. All bookings are subject to availability and must be paid in full at time of booking
3. Payment of your booking is deemed to be acknowledgement of these terms and conditions
4. Full refund will be given with at least 24 hours notice of cancellation
5. Cancellations made less than 24 hours before your booking will be charged 100% of the total payment
6. There can be no amendments or changes to the booking within the 24 hour cancellation period
7. A 10% surcharge applies on public holidays
8. Peninsula Hot Springs takes no responsibility for any items that are lost or stolen at the facility. We recommend any valuable items are left at home
9. Guests under the influence of alcohol or drugs may be refused to partake in their booking
10. Bringing alcohol onto the premises is strictly prohibited

Gift certificates

1. Certificates must be redeemed by the expiry date
2. Certificates may not be redeemed for cash
3. Certificates are not refundable
4. Certificates may be redeemed any day of the week, unless otherwise stipulated
5. Certificates can be redeemed for retail products, purchases in the cafe, bathing or spa services
6. Certificates are valid for 12 months from the date of purchase
7. Expired certificates hold no value
8. Peninsula Hot Springs reserves the right to change services without notice

Bath House bathing bookings

1. Cancellations made less than 24 hours before your booking will be charged 100% of the total payment
2. Please arrive at least 15 minutes before your booking start time. No refunds will be available if you fail to arrive at your nominated bathing time
3. Arriving more than 15 minutes after your bathing start time is considered a ‘no show’. ‘No show’ bookings will be charged the full payment
4. Bathing concludes 15 minutes before closing time.
5. Early-bird savings bookings must arrive between 7:00am – 9:00am to receive the reduced entry rate
6. We ask that you bring proof of any discount or concession with a valid expiry date or additional charges may apply
7. Guests must advise at time of booking if any of the following medical conditions apply:
   • Conditions involving high fever
   • Extreme hypertension
   • Malignant tumours and cancerous conditions
   • Liver, kidney and circulation disorders
   • Conditions presenting the high risk of haemorrhaging
   • Anaemic conditions
   • Congestive heart failure, recent stroke, or recent heart attack
   • Pregnancy
   • Diabetes

   When we welcome you to Peninsula Hot Springs we may ask you to sign a waiver form that indicates you have been informed of all the information.

   Supervision of children

8. Children under 8 years of age must be within arms reach of a guardian at all times
9. Children aged 8 to 15 years of age must be accompanied by guardian at all times and be within close visual line of sight
10. Children under 16 years of age can access all Bath House bathing areas from 7:00am – 10:00am. After 10:00am a number of thermal pools in the Bathing gully are reserved as adult only (16 years and older) bathing areas
11. All guardians are required to pay for Bath House entry
12. Guardians are responsible for children in their care at all times

Spa, private bathing and dining bookings

1. The Spa Dreaming Centre is reserved for guests 16 years and older; including; the café, bathing area, reception, private baths and treatment rooms
2. Please ensure that you arrive 30 minutes prior to your booking time, to receive the full duration of your booking. Arriving late may shorten the duration of your treatments, private bathing or dining experience
3. Bathing concludes 15 minutes before closing time.
4. We employ both male and female therapists at Peninsula Hot Springs; you may be allocated either therapist for your treatment
5. Treatments are for relaxation purposes only. Any sexual harassment or innuendo will result in immediate cessation of the treatment with no refund given.
6. Guests requiring mobility assistance must advise at time of booking to ensure you are allocated the appropriate treatment room or private bath.
7. Guests with allergies must advise at time of booking and on arrival to ensure the necessary precautions are taken.
8. Guests must advise at time of booking if any of the following medical conditions apply:
   • Conditions involving high fever
   • Extreme hypertension
   • Malignant tumours and cancerous conditions
   • Liver, kidney and circulation disorders
   • Conditions presenting the high risk of haemorrhaging
   • Anaemic conditions
   • Congestive heart failure, recent stroke, or recent heart attack
   • Pregnancy
   • Diabetes

   When we welcome you to Peninsula Hot Springs we may ask you to sign a waiver form that indicates you have been informed of all the information.

9. Peninsula Hot Springs reserves the right to contact you prior to your visit, as we may be required to adjust your booking.

Groups, and Royal Moroccan tent packages

Full group cancellation or reschedule

• Cancellations made at least 21 days prior to the booking will be provided with a full refund
• Cancellations made with less than 21 days’ notice and ‘no shows’ will be charged the full amount

Individual guest cancellations

• Cancellations made at least 48 hours prior to the booking will be provided with a full refund
• Cancellations made with less than 48 hours notice and ‘no show’ will be charged the full amount
• A minimum of 8 guests is required for Royal Moroccan tent packages. If a cancellation of one or more guests brings the total to less than 8 for Royal Moroccan tent packages, you may retain your booking, however, payment for a minimum number of guests will be required.

Tour companies

• Cancellations made at least 24 hours prior to the booking arrival time will be provided a full refund
• Cancellations made with less than 24 hours prior and ‘no shows’ will be charged the full amount

Lost property

1. Peninsula Hot Springs cannot guarantee that it will be possible to identify or contact the owner of all lost property items that are found.
2. Our policy on retaining lost property, pending inquiry from the owner, is as follows:

• Items with an estimated retail value greater than $500 are kept for three months
• Items with an estimated retail value $100 to $500 are kept for one month
• Items with an estimated retail value less than $100 are kept for one week
• When the holding time expires we donate the goods to a local charity.

Retail

1. Retail products cannot be sent to post office box addresses
2. Staff will need to verify large purchases prior to delivery
3. Peninsula Hot Springs is not responsible for the timing of your delivery
4. If for any reason you are not completely satisfied with any product, please return it to us within 7 days of purchase with the original receipt and we will replace or refund your purchase using the original payment method for the amount paid.
5. Postage charges on returns are not refundable.

Peninsula hot springs wrist bands

These terms and conditions form part of the Terms & Conditions of purchase and use of single admission for Peninsula Hot Springs. You will be deemed to have accepted these terms and conditions when loading funds onto your Peninsula Hot Springs Wrist Band (Wrist Band) and using at the Peninsula Hot Springs facility.

1. How can I load funds on to my Peninsula Hot Springs Wrist Band?

1.1 You can load funds onto your Wrist Band at any time during operating hours as many times as you like by either using a credit card, a debit card or cash.
1.2 The maximum daily expenditure is $1000.
1.3 You can return to any Point Of Sale terminal at any time to ‘top up’ the money on your Wrist Band.
1.4 Children / Additional family members can be provided with a Wrist Band linked to the same order as their guardian with additional funds separately loaded to each band.

2. What can I pay for with my Peninsula Hot Springs Wrist Band?

2.1 Your Wrist Band can only be used in person for on-site purchases including food & beverage items, lockers and retail by tapping your Wrist Band on to the guest touchpoint at any point of sale terminal located at Peninsula Hot Springs.
2.2 If you wish to use your Wrist Band to make a purchase, just tell one of our team members and then tap it against the RFID touch point. Our team member will then confirm payment once your Wrist Band is properly scanned at the point of sale.
2.3 Purchases exceeding the available balance of your Wrist Band shall require you to pay the difference by another payment method e.g. cash or credit card.

3. Will I be provided with a transaction receipt?

3.1 When you first load funds on to your Wrist Band, you will be provided with a proof of purchase receipt.
3.2 Details of what purchases have been made using your Wrist Band can also be provided to you at the end of your visit via a transaction receipt.

4. How can I check the balance of my Peninsula Hot Springs Wrist Band?

4.1 You can scan your Wrist Band at any Point of Sale Terminal and our staff can provide you with a receipt showing the balance of your Wrist Band Account.
4.2 The balance of funds on your Wrist Band can also be displayed on the tax invoice that you receive when you use your Wrist Band to make a purchase.

5. Lost, broken or stolen Peninsula Hot Springs Wrist bands:

5.1 The funds on your Wrist Band become void if it is lost or stolen & therefore your Wrist Band should be treated like cash. You are responsible for the security of your Wrist Band and preventing it from theft or misuse as you remain liable for any purchases made by a third party using your Wrist Band. If your Wrist Band breaks, you will need to present your purchase receipt to receive a refund.
5.2 You must also advise us without delay if your Wrist Band is lost or stolen to ensure it is deactivated.
5.3 If your Wrist Band is damaged or does not work properly or is lost or stolen, then a new Wrist Band will be issued to you (a replacement fee of $5 is payable unless it does not work properly or there is proof your band was stolen) and any balance of funds shall be transferred to your new Wrist Band.
5.4 If you notice an error or unauthorized transaction, you must notify Peninsula Hot Springs Management as soon as is possible on the day of your visit.

6. Funds are not refundable following expiration.

6.1 Funds are not refundable following expiration. Notwithstanding anything in these Terms, funds will not be refunded under any circumstance if past the expiration date.

7. How do I get a refund for any funds remaining on my Peninsula Hot Springs Wrist Band?

7.1 Guest will be provided with a proof of purchase receipt at the time of payment for your Wrist Band. To receive a refund, this same receipt must be presented at the Reception counter as proof of purchase.
7.2 If you have any questions or wish to check the balance on your Wrist Band, please visit our friendly staff at Reception who will be able to assist you.
7.3 Funds credited to your Wrist Band may be refunded to you at any time by visiting the staff at Reception. The refund will be made in the same manner as you last loaded funds onto your Wrist Band.
7.4 Any funds remaining on your allocated Wrist Band must be collected at the end of your visit.
7.5 Any funds left remaining on Wrist Bands will remain valid for 12 months from the last date a payment was made via the Wrist Band Account.
7.6 If you have not collected your funds by the expiration date of the Wrist Band Account Funds listed in clause 7.5, then the balance of funds will be transferred to the Commonwealth Government as unclaimed money.

8. If you leave the facility with your allocated Peninsula Hot Springs Wrist Band that has funds remaining on it, you may request a refund of any unused funds in writing to the Reservations Team at Peninsula Hot Springs. We will request the return of the Wrist Band before issuing the refund. If the band isn’t returned, $10 will be deducted from the refund as the band remains property of Peninsula Hot Springs. You will either need to provide the Wrist Band or the Receipt Number linked to the Wrist Band Account to be provided with your refund.

9. Following the receipt of your refund request, Peninsula Hot Springs will within a reasonable period consider your request and, at its discretion, determine if the refund of remaining funds can be provided to you.

10. Peninsula Hot Springs is under no obligation to provide you with reasons for not approving a refund request.

11. The cut off point for refunds will be 12 months from the last payment date on the Wrist Band as listed in clause 7.5.

12. If you do not submit a refund request within 12 months of the last payment date list on the Wrist Band Account, you will lose your right to submit a refund request and Peninsula Hot Springs will not be under any obligation to provide you with a refund of your remaining funds.

13. General

13.1 These terms govern your use of the Peninsula Hot Springs Wrist Bands.
13.2 By using the Wrist Bands to make cashless payments to pay for products and/or services, you acknowledge that you have read and accepted these terms.
13.3 Peninsula Hot Springs may, at its discretion, change these Terms by publishing new Terms on the Peninsula Hot Springs Website. By continuing to use the Wrist Bands, you acknowledge that you have read and accepted these new terms.
13.4 You will not earn any interest on any Peninsula Hot Springs Wrist Band Account.
13.5 The Wrist Band issued to you shall at all times remain the property of Peninsula Hot Springs Management Pty Ltd.
13.6 You are referred to the terms of our Privacy Policy which addresses the manner in which we collect and use any personal information that may be provided.

Peppers Moonah Links accommodation

Flinders hotel accommodation

• Cancellations or amendments of bookings – a minimum of 72 hours notice is required to receive a full refund
• Cancellations or amendments less than 72 hours will be charged the full amount of package value
• No amendments within 72 hours of arrival for any services included in package
• Guests must present a credit card upon check in at hotel reception
• Package inclusions are based on single entry for two adults, to be booked at once as part of the package and are non-transferrable
• *Surcharges apply on public holidays

rye hotel accommodation

• Cancellations or amendments of bookings – a minimum of 48 hours notice is required to receive a full refund
• Cancellations or amendments less than 48 hours will be charged the full amount of package value
• No amendments within 48 hours of arrival for any services included in package
• Guests must present a credit card upon check in at hotel reception
• Package inclusions are based on single entry for two adults, to be booked at once as part of the package and are non-transferrable
• *Surcharges apply on public holidays

iluka retreat accommodation

• Cancellations or amendments of bookings requires a minimum of 30 days notice to receive a full refund
• Cancellations or amendments less than 30 days will be charged the full amount of package value
• No amendments within 30 days of arrival for any services included in package
• Guests must present a credit card upon check in at Iluka reception
• Package inclusions are based on single entry for two adults, to be booked at once as part of the package and are non-transferrable
• *Surcharges apply on public holidays

ocean blue coastal retreats accommodation

• Bookings for groups under 25 years of age are not permitted
• No amendments for any services already included in package
• Groups and family getaway packages include admission to Bath House for four adults, additional guest and children bathing admission is subject to availability at the time of booking
• Kindly refer Ocean Blue Coastal Retreat website for further information on holiday homes security bond and guest registration policy
• Cancellations or amendments of bookings requires a minimum of 30 days notice to receive a full refund
• Cancellations or amendments less than 30 days will be charged the full amount of package value

Maze and bathe package

• This pass is valid for 12 months
• No refunds can be given once this pass has been purchased
• This pass cannot be exchanged for any other Peninsula Hot Springs and Enchanted Adventure Garden services