STANDARD cancellation Terms & Conditions:

• Bookings are NON-REFUNDABLE but are transferable. If you are unable to attend any of the booked activities we will reschedule your session to a more suitable time (subject to availability). All requests must be submitted in writing AT LEAST 48 HOURS before the booking starts. 

• Alternatively, you can be refunded in the form of a gift voucher. The voucher is valid for 2 years from the date of issue.

• Our standard cancellation policy applies regardless of the reason for cancellation, including illness, family emergencies, work commitments, travel disruption and other unforeseen circumstances.

• We regret that we will be unable to issue a voucher for your session if you cancel less than 48 hours before your visit. Please note that no exceptions are possible under any circumstances, including medical reasons and various family situations. This policy is in place to ensure the protection of our staff and the sustainability of our business. Therefore, we recommend having a contingency plan in place, such as transferring your ticket to a friend or family member.

 

FLEXI Protection (optional add on)

If you'd like additional flexibility, consider adding Flexi Protection at 12% per ticket. This allows you to cancel up to 9am on the day of your visit and receive a voucher for the value of your booking. 

Guests who choose not to add Flexi Protection are booking under our standard cancellation terms.

FLEXI Terms and Conditions 

 

Cancellation of partial or entire booking:

• If you cancel the booking - either all of the tickets or only some of the tickets purchased - you will be eligible for a refund of the corresponding amount. 

• The FLEXI Protection fee is non-refundable and non-transferable

• Refund is in the form of a gift voucher valid for 2 years from day of cancellation
   

Eligibility and Conditions:

• FLEXI Protection is only applicable if purchased at the time of booking

• The FLEXI Protection is non-refundable in any circumstance.

• If you cancel more than 48 hours before your visit (within our standard cancellation terms), your Flexi Protection will be transferred free of charge to your replacement booking.

• All refund requests must be submitted via email by 9am on the day of the booking and will be processed within 5 working days.

• All refunds will be issued in the form of a gift voucher valid for 2 years. The gift voucher can be used to rebook your session for a more suitable time. If the value of your new booking exceeds the value of the voucher, the difference will need to be paid at the time of booking. If the new booking is of a lower value, the remaining balance will stay on the voucher and can be used towards future visits during its two-year validity period. The Flexi Protection fee is non-transferable (unless cancelled under our standard cancellation policy) but can be purchased again with your new booking. 

• We reserve the right to update our pricing. 

• Gift vouchers can only be used for purchasing bathing tickets and cannot be used in the Hilltop Bistro or for retreats/events

• Our standard Cancellation Terms apply if you do not purchase FLEXI Protection​

 

Claim Process:

To initiate a refund request under the please contact our admin team on info@pauscambridge.com. All requests must be submitted in writing by the booking holder ideally from the same email address used during the booking process.  

 

General Terms:

FLEXI Protection is an optional add-on, and its purchase is at the discretion of the customer.

The terms and conditions of the main booking also apply in conjunction with these Refund Protection terms.

These terms and conditions are subject to change, and any updates will be effective from the date of posting on our website

By purchasing the FLEXI Protection Optional Add-On, you acknowledge and accept these terms and conditions.

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