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, private events and facility maintenance requirements. Please refer to our list of planned maintenance for more information.
  2. Payment of your booking is deemed to be acknowledgement of these terms and conditions
  3. All bookings are subject to availability and must be paid in full at time of booking
  4. A 10% surcharge applies to all Bath House and Spa Dreaming Centre bathing bookings made on the day of arrival.
  5. Full refund will be given with at least 24 hours notice of cancellation for any Bath House or Spa Dreaming Centre bookings.
  6. Bath House or Spa Dreaming Centre cancellations made less than 24 hours before your booking will be charged 100% of the total payment
  7. There can be no amendments or changes to the Bath House or Spa Dreaming Centre bookings within the 24 hour cancellation period
  8. Full refund will be given with at least 7 days notice of cancellation for any Glamping bookings
  9. Glamping cancellations made less than 7 days prior to your booking will be charged 100% of the total payment
  10. A 10% surcharge applies on public holidays
  11. Peninsula Hot Springs may store payment data including, but not limited to, the details of any bank account, credit card, email address, name and address associated with any payment to or refund from Peninsula Hot Springs. See more under ‘stored payments’
  12. Bathing concludes 15 minutes before closing time
  13. 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
  14. Guests under the influence of alcohol or drugs may be refused to partake in their booking
  15. Bringing alcohol onto the premises is strictly prohibited
  16. Late arrivals may shorten the duration of your treatments, private bathing or dining experience. If you know you will be running late, best to give our reservations team a call ahead of time on (03) 5950 8777 to determine how we can best accommodate.
      As our Bath House bathing area often reaches capacity during peak times, you may be required to wait until there is availability again before you can enter the bathing area if you are running late.
      

• Gift certificates
  1. Certificates must be redeemed by the expiry date
  2. Certificates may not be redeemed for purchasing new gift certificates or 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. Gift certificates purchased as of 1st November 2019 are valid for 3 years from the date of purchase and cannot be extended beyond this date.
  7. Expired certificates hold no value
  8. Peninsula Hot Springs reserves the right to change services without notice
  9. Please allow 24 hours for gift certificates to be activated before redeeming
  10. Bookings made with gift certificates are subject to availability
  11. If you select the express post service please allow up to 2-3 business days for delivery during busy periods. Please note this service does incur a $12.00 fee, during the peak season delivery may take longer. Peninsula Hot Springs does not take responsibility for any late gift certificates as postage is managed by Australia Post.
      

• 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.
     If you know you will be running late, best to give our reservations team a call ahead of time on (03) 5950 8777 to determine how we can best accommodate. As our Bath House bathing area often reaches capacity during peak times, you may be required to wait until there is availability again before you can enter the bathing area if you are running late. Please also keep in mind that you are unable to leave and return during your visit, if you would like to leave and return you will be required to create a new booking.
  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. A 10% surcharge applies to all Bath House and Spa Dreaming Centre bathing bookings made on the day of arrival.
  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

  1. Children under 8 years of age must be within arms reach of a guardian at all times
  2. Children aged 8 to 15 years of age must be accompanied by guardian at all times and be within close visual line of sight
  3. 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
  4. All guardians are required to pay for Bath House entry
  5. 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. Late arrivals may shorten the duration of your treatments, private bathing or dining experience. If you know you will be running late, best to give our reservations team a call ahead of time on (03) 5950 8777 to determine how we can best accommodate. As our bathing areas often reach capacity during peak times, you may be required to wait until there is availability again before you can enter the bathing area if you are running late.
  4. Bathing concludes 15 minutes before closing time.
  5. A 10% surcharge applies to all Bath House and Spa Dreaming Centre bathing bookings made on the day of arrival.
  6. We employ both male and female therapists at Peninsula Hot Springs; you may be allocated either therapist for your treatment
  7. Treatments are for relaxation purposes only. Any sexual harassment or innuendo will result in immediate cessation of the treatment with no refund given.
  8. Guests requiring mobility assistance must advise at time of booking to ensure you are allocated the appropriate treatment room or private bath.
  9. Guests with allergies must advise at time of booking and on arrival to ensure the necessary precautions are taken.
  10. 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.

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

• Group 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 24 hours prior to the booking will be provided with a full refund
  • Cancellations made with less than 24 hours notice and ‘no show’ will be charged the full amount
  • A minimum of 8 guests is required for packages. If a cancellation of one or more guests brings the total to less than 8, 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 Freedom Wristband

  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 Freedom Wristband and using at the Peninsula Hot Springs facility.

  1. How can I load funds on to my Peninsula Hot Springs freedom WristBand?

  1.1 Freedom Wristbands are linked to your guest profile and can be linked to a stored guest credit card. All credit cards will be unlinked to the Freedom Wristbands after you depart Peninsula Hot Springs
  1.2 You can load funds onto your Freedom Wristband at any time during operating hours as many times as you like by either using a credit card, a debit card or cash.
  1.3 There is no limit on spend via your Freedom Wristband.
  1.4 You can return to any Point Of Sale terminal at any time to ‘top up’ the money on your Freedom Wristband.
  1.5 Children / Additional family members can be provided with a Freedom Wristband 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 freedom WristBand?

  2.1 Your Freedom Wristband can only be used in person for on-site purchases including food & beverage items, lockers and retail by tapping your Freedom Wristband on to the guest touchpoint at any point of sale terminal located at Peninsula Hot Springs.
  2.2 If you wish to use your Freedom Wristband 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 Freedom Wristband is properly scanned at the point of sale.
  2.3 Purchases exceeding the available balance of your Freedom Wristband 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 Freedom Wristband, you will be provided with a proof of purchase receipt.
  3.2 Details of what purchases have been made using your Freedom Wristband 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 freedom WristBand?

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

  5. Lost, broken or stolen Peninsula Hot Springs freedom Wristband:

  5.1 The funds on your freedom Wristband become void if it is lost or stolen & therefore your freedom Wristband should be treated like cash. You are responsible for the security of your Freedom Wristband and preventing it from theft or misuse as you remain liable for any purchases made by a third party using your Freedom Wristband. If your Freedom Wristband breaks, you will need to present your purchase receipt to receive a refund.
  5.2 You must also advise us without delay if your Freedom Wristband is lost or stolen to ensure it is deactivated.
  5.3 If your Freedom Wristband is damaged or does not work properly or is lost or stolen, then a new Freedom Wristband 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 Freedom Wristband.
  5.4 If you notice an error or unauthorised 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 freedom WristBand?

  7.1 Guest will be provided with a proof of purchase receipt at the time of payment for your Freedom Wristband. 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 Freedom Wristband, please visit our friendly staff at Reception who will be able to assist you.
  7.3 Funds credited to your Freedom Wristband 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 Freedom Wristband.
  7.4 Any funds remaining on your allocated Freedom Wristband must be collected at the end of your visit.
  7.5 Any funds left remaining on Freedom Wristbands will remain valid for 12 months from the last date a payment was made via the Freedom Wristband Account.
  7.6 If you have not collected your funds by the expiration date of the Freedom Wristband 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 Freedom Wristband 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 Freedom Wristband 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 Freedom Wristband or the Receipt Number linked to the Freedom Wristband 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 Freedom Wristband 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 Freedom Wristband 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 Freedom Wristbands.
  13.2 By using the Freedom Wristband 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 Freedom Wristband, you acknowledge that you have read and accepted these new terms.
  13.4 You will not earn any interest on any Peninsula Hot Springs Freedom Wristband Account.
  13.5 The Freedom Wristband 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.

• Stored Payments

  1. General

  1.1 You agree and acknowledge that Peninsula Hot Springs may collect, use and disclose the payment data (defined below) which you provide to Peninsula Hot Springs in accordance with these terms and conditions
  1.2 You consent to Peninsula Hot Springs collecting and handling your personal information (including payment methods) in accordance with Peninsula Hot Springs Privacy Policy , or otherwise as authorised or required by law, or as consented to by you.
  1.3 Peninsula Hot Springs may vary these Terms and Conditions at any time without notice.

  2. Payment storage

  2.1 Peninsula Hot Springs may store payment data including, but not limited to, the details of any bank account, credit card, email address, name and address associated with any payment to or refund from Peninsula Hot Springs.
  2.2 The relevant payment method and the payment option (including any standing authority if applicable) used to make a payment to Peninsula Hot Springs may be stored by Peninsula Hot Springs
  2.3 All stored credit cards data is held by Web Active Corporation PTY LTD (eWay) by way of tokenisation.
  2.4 Stored payment methods will not be disclosed to any third party, except in accordance with these terms and conditions.
  2.5 Changing or removing stored payment

  2.5.1 You may change or remove any of your stored payment methods at any time.
  2.5.2 If you wish to change or remove any of your stored payment methods you must notify Peninsula Hot Springs by contacting our reservations department on (03)5950 8777, during hours of operation

  3. Stored payment usage

  3.1 You agree that any payment method you provide to Peninsula Hot Springs will be available to Peninsula Hot Springs to use for authorised transactions.
  3.2 Peninsula Hot Springs will continue to use your stored payment method(s) for authorised transactions until you advise us of any change to those stored payment method(s) or arrangement with Peninsula Hot Springs is terminated in accordance with the relevant terms and conditions that apply.
  3.3 Any credit or refund made to you by Peninsula Hot Springs may use stored payment method(s).
  3.4 If your credit card has reached its expiry date, you should provide Peninsula Hot Springs with your new details.
  3.5 Bank transaction fees and Government taxes may also apply.

  4. Stored payment verification

  4.1 When requested by Peninsula Hot Springs, you agree to provide information to verify (or further verify) your identity, including but not limited to;

  – Your full name
  – Photo identification
  – Card being used for payment

  4.2 Until Peninsula Hot Springs is satisfied that the verification information provided is accurate and complete, Peninsula Hot Springs reserves the right to refuse any payments or refunds at its discretion.

• Peninsula Hot Springs accommodation

  1. who can stay at Peninsula Hot springs’ accommodation?

  1.1 All guests at Peninsula Hot Springs accommodation must be at least 18 years of age.
  1.2 A maximum of two adults are permitted to occupy Peninsula Hot Springs accommodation (glamping tent)

  2. When can I check in and check out?

  2.1 The check in time for guests at Peninsula Hot Springs accommodation is 2pm.
  2.2 The check out time for guests at Peninsula Hot Springs accommodation is 10am and you must vacate your glamping tent by this time.

  3. What if I need to cancel my Peninsula hot springs accommodation booking?

  3.1 Guests pay for their accommodation at the time of booking. You may cancel your Peninsula Hot Springs accommodation booking via our Reservations Team.
  3.2 Refunds will be issued to guests who cancel their accommodation booking at least 7 days before the scheduled provision of the Peninsula Hot Springs accommodation.
  3.3 Refunds will not be issued to guests who cancel their accommodation booking less than 7 days before the scheduled provision of the Peninsula Hot Springs accommodation.
  3.4 Refunds will not be issued to guests who fail to arrive at their Peninsula Hot Springs accommodation at the scheduled time of the start of their stay.
  3.5 Refunds will not be issued to guests who wish to cancel their booking after having arrived at Peninsula Hot Springs accommodation.

  4. damage to property and theft:

  4.1 Guests are liable for all damage to property at Peninsula Hot Springs accommodation during their stay, including breakages, spillages, stains, damage to furniture or fixtures and fittings. Guests will be required to pay market value for property lost, damaged or consumed during their stay, the amount for which may be deducted from any credit card supplied to Peninsula Hot Springs by the guest.
  4.2 Should excessive cleaning be required of Peninsula Hot Springs accommodation as a result of a guest’s stay, guests will be required to pay and additional $100 for additional cleaning undertaken.
  4.3 The safekeeping of guest’s monies, valuables, goods or vehicles brought to Peninsula Hot Springs accommodation (including surrounding areas or car park) remain the responsibility of the guest.
  4.4 Parking is available on Peninsula Hot Springs premises for guests. Guests may use car parks at their own risk. Peninsula Hot Springs is not responsible for loss or damage to guest vehicles or property.
  4.5 Peninsula Hot Springs strongly recommends that guests acquire comprehensive travel insurance to cover any loss through cancellation, loss or damage to personal baggage, loss of money and medical expenses as a minimum.

  5. code of conduct:

  5.1 Guests are required to respect the privacy and peace of all other guests, neighbours and staff at all times. Any guests causing a disturbance or nuisance may be required by Peninsula Hot Springs to immediately leave their accommodation.
  5.2 Physical, verbal or sexual abuse or harassment of any kind towards staff or other guests will not be tolerated. Guests involved in such conduct must immediately leave Peninsula Hot Springs accommodation.
  5.3 Guests are required to maintain low or moderate noise levels.
  5.4 Smoking is prohibited on Peninsula Hot Springs premises and accommodation. Guests may not smoke, other than in the designated smoking areas located adjacent to the main bathing areas.
  5.5 With the exception of service or guide dogs, guests are not permitted to bring pets or other animals onto the Peninsula Hot Springs premises or accommodation at any time. Prior notice must be provided to Peninsula Hot Springs should a guest wish to bring a service or guide dog onto the premises.
  5.6 Campfires are strictly prohibited. Guests must not start any campfire or allow any campfire to burn at the Peninsula Hot Springs premises or in or around any Peninsula Hot Springs accommodation.
  5.7 Guests must only use cooking equipment at Peninsula Hot Springs accommodation if it has been provided by Peninsula Hot Springs.

  6. general:

  6.1 If requested, guests must present a credit card upon check in at reception of Peninsula Hot Springs accommodation as a deposit for the duration of their stay.
  6.2 All bookings for accommodation are subject to availability.

• Peppers Moonah Links accommodation
  • Cancellations or amendments of bookings – a minimum of 7 days’ notice is required to receive a full refund
  • Cancellations or amendments within 2 to 7 days of arrival will be charged 50% of the payment
  • Cancellations or amendments less than 48 hours will charged the full amount of the booking
  • No amendments within 7 days of arrival for any services included in package
  • Guests must have either a credit card ($50) or cash ($200) ready on arrival at Moonah Links’ reception for security deposit
  • 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
  • *Off Peak rates are available Monday – Thursday, outside of school and public holidays
  • Bookings are subject to availability
    

• Flinders Hotel accommodation
  1. Cancellations or amendments of bookings – a minimum of 72 hours notice is required to receive a full refund
  2. Cancellations or amendments less than 72 hours will be charged the full amount of package value
  3. No amendments within 72 hours of arrival for any services included in package
  4. Guests must present a credit card upon check in at hotel reception
  5. Package inclusions are based on single entry for two adults, to be booked at once as part of the package and are non-transferrable
  6. *Surcharges apply on public holidays
  7. *Off Peak rates are available Monday – Thursday, outside of school and public holidays
  8. Bookings are subject to availability

• Rye Hotel accommodation
  1. Cancellations or amendments of bookings – a minimum of 48 hours notice is required to receive a full refund
  2. Cancellations or amendments less than 48 hours will be charged the full amount of package value
  3. No amendments within 48 hours of arrival for any services included in package
  4. Guests must present a credit card upon check in at hotel reception
  5. Package inclusions are based on single entry for two adults, to be booked at once as part of the package and are non-transferrable
  6. *Surcharges apply on public holidays
  7. *Off Peak rates are available Monday – Thursday, outside of school and public holidays
  8. Bookings are subject to availability

• 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
  • *Off Peak rates are available Monday – Thursday, outside of school and public holidays
  • Bookings are subject to availability
    

• Ocean Blue Coastal Retreats accommodation
  • Bookings for groups under 28 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
  • *Prices are subject to change
  • *Off Peak rates are available Monday – Thursday, outside of school and public holidays
  • Bookings are subject to availability
    

• 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
  • Bookings are subject to availability
  • ‘Family maze and bathe’ package applies for 2 adults and 2 children (3-15 years of age)

download full Terms and Conditions