General

1. Peninsula Hot Springs reserves the right to change prices and services without notice
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. Early-bird savings bookings must arrive between 7:00am – 9am to receive the reduced entry rate
5. We ask that you bring proof of any discount or concession with a valid expiry date or additional charges may apply
   

   Supervision of children

6. Children under 8 years of age must be within arms reach of a guardian at all times
7. Children aged 8 to 15 years of age must be accompanied by guardian at all times and be within close visual line of sight
8. Children under 16 years of age can access all Bath House bathing areas from 7:00am – 10am. After 10am a number of thermal pools in the Bathing gully are reserved as quiet adult only (16 years and older) bathing areas
9. All guardians are required to pay for Bath House entry
10. 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. We employ both male and female therapists at Peninsula Hot Springs; you may be allocated either therapist for your treatment
4. Treatments are for relaxation purposes only. Any sexual harassment or innuendo will result in immediate cessation of the treatment with no refund given.
5. Guests requiring mobility assistance must advise at time of booking to ensure you are allocated the appropriate treatment room or private bath.
6. Guests with allergies must advise at time of booking and on arrival to ensure the necessary precautions are taken.
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.

8. 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.

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
• A child rate and classification applies to persons 17 years of age or under
• It is a requirement that all children are supervised by an adult who has paid general admission