The Bathhouse Group — Terms & Conditions
Last updated: 16 October 2025
Welcome to The Bathhouse Queenstown. By booking, attending, or using any of our facilities, you agree to these Terms & Conditions, which apply across all The Bathhouse Group locations.
1. Booking, Cancellation & Refund Policy• Guests must provide at least 12 hours’ notice of booking to cancel or reschedule a booking. Failure to provide the required notice will result in the session being forfeited without the right to a refund.
• If guests & members are more than 15 minutes late to a booking, The Bathhouse Group reserves the right to cancel the booking or deduct the corresponding amount of time without any refund.
• Guests may reschedule a bathhouse session if it’s more than 12 hours before the start time.
• To cancel and rebook, log into your account online and cancel your existing session, then re-book at the required time, or email queenstown@thebathhousegroup.com.
• Do not attend sessions if feeling unwell, have cold/flu-like symptoms, contagious skin conditions, or have suffered diarrhoea in the last 48 hours.
• Guests must be 18 or older, or 16 with a parent/guardian.
• 60-minute bookings include 60 minutes of bathhouse time plus 15 minutes of change-room time (total 75 minutes). Staying longer incurs a $20 charge for a 90-minute session.
• Event tickets (Sound Bath, Stretch & Bath, etc.) are non-refundable and cannot be transferred within 48 hours of the event.
2. Guest Conduct & Etiquette
• Treat staff and fellow guests with respect, mindfulness, and courtesy at all times.
• Harassment, intimidation, aggressive or inappropriate conduct is strictly prohibited and may result in immediate removal without refund.
• Any behaviour or actions that make other guests feel uncomfortable will not be tolerated. The Bathhouse Group may refuse entry, remove guests, suspend or revoke membership, and take further action as needed.
• Keep voices low and maintain a tranquil atmosphere in shared spaces.
• No phones or personal devices may be used within bathhouse areas. Devices may be used discreetly within change rooms only and must otherwise be stored in lockers prior to entry.
• Appropriate swimwear must be worn in bathing and communal areas and should be modest, clean, and suitable for a shared wellness environment.
• Unlimited towels are provided for guest use. Robes and additional amenities may be available at select locations.
• Nudity is strictly prohibited in shared or visible areas.
• The Bathhouse Group may deny entry or request attire adjustments if swimwear is considered inappropriate or unhygienic.
• Shower before entering pools, spas, or saunas.
• No food, glass, or alcohol in bathhouse areas. Drugs, alcohol, and intoxicated behaviour are prohibited.
• Consult your doctor before using heat facilities if pregnant or if you have heart or blood-pressure conditions.
• Stay hydrated and take regular breaks while using heat facilities.
• Remove jewellery and watches to prevent damage or injury.
• Use lockers for valuables; The Bathhouse Group is not liable for loss or damage to personal property.
• In an emergency, follow staff instructions immediately.
• Follow all signage and staff directions at all times.
• Do not use oils, soaps, scrubs, or external products in pools, spas, or saunas.
• No photography, filming, or recording without prior management approval to protect guest privacy.
• No smoking or vaping anywhere on the premises.
• Only certified assistance animals are permitted.
• Capacity limits apply; respect session times and durations.
• Use of facilities is at your own risk; a risk-free environment cannot be guaranteed.
• The Bathhouse Group is not responsible for injury, illness, loss, or damage arising from misuse or underlying health conditions.
• Guests agree to indemnify The Bathhouse Group against claims resulting from their actions or breach of these terms.
• The Bathhouse Group may refuse entry or remove guests who breach these terms.
• Guests who damage property or violate health or safety rules are liable for repair or cleaning costs.
• No refunds are provided in cases of removal or suspension due to misconduct or policy breaches.
• Membership privileges may be suspended or revoked for serious or repeated violations.
We collect and store personal information only as necessary to provide services, manage bookings, and communicate with you. Data is handled under applicable privacy laws and is never shared or sold without consent.
See our Privacy Policy at thebathhousegroup.com.
The Bathhouse Group may modify these Terms & Conditions at any time. Updates will appear on thebathhousegroup.com. Continued use of our facilities after changes indicates acceptance.
10. ContactGeneral enquiries: hello@thebathhousegroup.com
Website: thebathhousegroup.com
Albion: albion@thebathhousegroup.com
Queenstown: queenstown@thebathhousegroup.com