Refund & Cancellation

This policy applies to bookings made directly with The Urban Sauna and forms part of the Terms and Conditions of Booking and Use.

1. Standard sessions

A standard session may be changed or cancelled without charge provided that the change or cancellation is made more than 24 hours before the scheduled start time.

Where a qualifying cancellation is made, the amount paid for the cancelled session will be refunded to the original payment method, subject to normal banking and payment-processing times.

A booking cancelled less than 24 hours before the scheduled start time is non-refundable and cannot ordinarily be transferred to another date. We may, at our discretion, consider exceptional circumstances, but are not obliged to do so.

2. Late arrival and non-attendance

A late arrival does not extend the booked session. Where a guest does not attend and has not cancelled within the permitted period, the booking will be treated as used and no refund will be payable.

3. Substitution

Unless the booking is expressly non-transferable, you may permit another eligible adult to attend in your place. The substitute guest must satisfy all age, health, safety and booking requirements before using the facilities.

4. Bundles

Where sessions are purchased as a bundle, each booked session is subject to the same cancellation requirements unless different terms were stated at purchase. Any refund will be calculated by reference to the actual discounted amount attributable to the relevant session.

Unless stated otherwise at purchase, unused bundle entitlement expires 12 months after purchase.

5. Memberships

A membership may be cancelled within 14 days of purchase, provided that no session has been used under it. In that case, the full purchase price will be refunded to the original payment method.

After that period, a membership is non-refundable and runs for the full term stated at purchase, except where a refund is required by law. A membership does not renew automatically.

Unless stated otherwise at purchase, the membership term begins on the date The Urban Sauna opens to the public and not on the date of purchase. A membership is personal to the member and may not be transferred or shared.

6. Private hire, group and corporate bookings

Private hire, group and corporate bookings may be cancelled on the following basis:

• more than 7 clear days before the booking: full refund;
• between 3 and 7 clear days before the booking: 50% refund; and
• less than 3 clear days before the booking: no refund.

Where reasonably practicable, we may agree to transfer a private or corporate booking to another date rather than cancel it. Any such transfer is subject to availability and our written agreement.

7. Cancellation by The Urban Sauna

If we cancel a booking, the customer may elect either to transfer the booking to an available alternative date or to receive a refund of the amount paid for the affected booking.

8. Consumer cancellation rights

Certain contracts for leisure services to be supplied on a specific date or during a specific period are excluded from the general statutory 14-day cancellation right applying to many distance contracts. Our contractual cancellation rights are set out above and do not affect any other statutory rights which may apply.