Terms & Conditions

Terms and Conditions - Lon Retreat & Spa

Effective Date: 01/11/2025
Last Updated: 01/11/2025

By making a booking, purchasing services or products, or signing up for membership at Lon Retreat & Spa, you agree to be bound by these Terms and Conditions. Please read them carefully.

1. BOOKINGS AND RESERVATIONS 1.1 Advance Booking

It is highly recommended that spa bookings are made well in advance of your visit or stay to secure your preferred date and time.

1.2 Booking Confirmation

All bookings are confirmed upon receipt of full payment or valid payment details. You will receive a booking confirmation via email or SMS.

1.3 Availability

Appointments are subject to availability. We reserve the right to reschedule appointments due to unforeseen circumstances (therapist illness, facility maintenance, etc.) and will contact you as soon as possible to arrange an alternative time.

2. PAYMENT POLICY 2.1 Hotel Guests (Lon Retreat Accommodation)

  • Spa charges for treatments and retail may be added to your suite account
  • All charges will be automatically charged to the credit card on file for your suite
  • Lon Retreat reserves the right to charge any services or items not paid for by the guest at the time of check-out to the guaranteed credit card for that suite

2.2 Day Guests (Non-Accommodation)

  • Full payment is required at time of booking to secure your appointment
  • Payment must be made by valid credit card (Visa, Mastercard) or EFTPOS
  • Lon Spa Gift Vouchers are accepted as payment
  • If using a gift voucher, the full voucher amount will be redeemed at time of booking and any remaining balance must be paid by valid credit card
  • Credit card surcharges may apply

2.3 Payment Methods

Accepted payment methods include:

  • Visa and Mastercard (surcharges may apply)
  • EFTPOS
  • Lon Retreat & Spa Gift Vouchers
  • Online payment

3. CANCELLATION, CHANGES, AND RESCHEDULING POLICY 3.1 Notice Period

We appreciate that circumstances change. However, we require a minimum of 48 hours notice for any cancellations, changes, or rescheduling of appointments.

3.2 Cancellations or Changes with 48+ Hours Notice

If you provide 48 hours or more notice:

  • You may reschedule your appointment to an alternative date and time (subject to availability)
  • You may transfer the value to a Lon Spa Gift Voucher for future use

3.3 Late Cancellations or Changes (Less than 48 Hours)

Where spa bookings are changed, cancelled, or rescheduled with less than 48 hours notice:

  • 100% of the treatment cost will be charged and is non-refundable
  • No gift voucher transfer or rescheduling will be available

3.4 No-Shows

Failure to attend your scheduled appointment without prior notice will result in:

  • 100% charge of the booked services
  • No refund or credit will be issued

3.5 Special Circumstances

Exceptions to the cancellation policy may be considered for:

  • Medical emergencies (medical certificate may be required)
  • Pregnancy-related complications (medical clearance required)
  • Other exceptional circumstances at management's discretion

Please contact us as soon as possible to discuss your situation.

3.6 Refund Policy

  • All spa bookings are non-refundable
  • Rescheduling or gift voucher transfer options are available with 48+ hours notice
  • Refunds may be issued at management's discretion for exceptional circumstances or where required by Australian Consumer Law

4. ARRIVAL AND LATE ARRIVALS 4.1 Arrival Time

Please arrive 10 minutes prior to your scheduled appointment time to:

  • Complete consultation forms (if first visit)
  • Change into spa attire if required
  • Relax and prepare for your treatment

4.2 Late Arrivals

If you arrive late:

  • Your treatment time may be shortened to accommodate the next guest
  • You will be charged the full treatment price
  • We cannot guarantee the full treatment duration

5. HEALTH AND SAFETY 5.1 Health Disclosure

You must disclose all relevant health information, including:

  • Medical conditions and medications
  • Allergies and sensitivities
  • Pregnancy
  • Recent surgeries or injuries
  • Recent cosmetic procedures (injectables, fillers, etc.)

Failure to disclose health information may result in treatment refusal without refund.

5.2 Contraindications

Certain health conditions are contraindicated for spa treatments. We reserve the right to:

  • Refuse treatment if contraindications are present
  • Require medical clearance before proceeding
  • Modify treatments to ensure your safety

No refunds will be issued for treatments refused due to undisclosed contraindications.

5.3 Heat Therapies

Our Sauna, Steam Room, and Hot Mineral Soak are contraindicated for guests with certain conditions including but not limited to:

  • Heart disease or uncontrolled high blood pressure
  • Pregnancy
  • Epilepsy
  • Recent surgery
  • Diabetes

We recommend consulting your healthcare provider prior to heat contrast therapy and spa treatments if you have any health concerns.

6. AGE RESTRICTIONS 6.1 Minimum Age

  • Spa guests must be 16 years or older for most treatments
  • Guests under 18 must be accompanied by an adult

6.2 Adults-Only Venue

Lon Retreat is an adults-only venue. Children and infants are not permitted on the premises, including during spa treatments.

7. GIFT VOUCHERS 7.1 Validity

  • Gift vouchers are valid for 3 years from date of purchase (or as stated on voucher)

7.2 Redemption

  • Gift vouchers can be redeemed for any stay, spa treatment or product
  • Multiple vouchers can be combined
  • Vouchers are non-refundable and cannot be exchanged for cash
  • Any remaining balance will be forfeited if not used within validity period

7.3 Lost or Stolen Vouchers

We are not responsible for lost, stolen, or damaged vouchers. Replacement may be issued at management's discretion with proof of purchase.

8. PRODUCTS AND RETAIL 8.1 Product Purchases

  • All retail product sales are final
  • Products cannot be returned or exchanged unless faulty
  • Please inspect products before leaving the premises

8.2 Allergies

We are not responsible for allergic reactions to retail products. Please check ingredient lists carefully before purchase.

9. PERSONAL BELONGINGS 9.1 Valuables

  • Secure lockers are provided for personal belongings
  • We recommend leaving valuables at home or in your accommodation
  • Lon Retreat & Spa is not responsible for lost, stolen, or damaged personal items

9.2 Jewellery

Please remove all jewellery before treatments. We are not responsible for damaged or lost jewelry.

10. CONDUCT AND BEHAVIOUR 10.1 Respectful Environment

We expect all guests to:

  • Treat staff and other guests with respect
  • Maintain quiet, peaceful conduct in spa areas
  • Refrain from inappropriate behavior or language
  • Follow staff instructions regarding facility use

10.2 Alcohol and Substances

Guests under the influence of alcohol or substances will be refused treatment without refund.

10.3 Right to Refuse Service

We reserve the right to refuse service to any guest whose behavior is:

  • Disruptive to other guests
  • Disrespectful to staff
  • Unsafe or threatening
  • In violation of our policies

No refunds will be issued in these circumstances.

11. PHOTOGRAPHY AND MARKETING 11.1 Consent

By visiting Lon Retreat & Spa, you consent to:

  • Being photographed or filmed for promotional purposes (if in public areas)
  • Your testimonials being used in marketing materials (with your permission)

If you do not wish to be included in promotional materials, please inform staff.

12. PRIVACY

Your personal information is collected, used, and stored in accordance with our Privacy Policy and Australian Privacy Principles. Please refer to our Privacy Policy for full details on how we handle your information.

13. LIABILITY 13.1 Limitation of Liability

To the extent permitted by law, Lon Retreat & Spa and its staff are not liable for:

  • Injuries resulting from failure to disclose health conditions
  • Allergic reactions to products (when ingredients are disclosed)
  • Loss or damage to personal belongings
  • Dissatisfaction with treatment results

13.2 Consumer Guarantees

Nothing in these terms excludes or limits your rights under Australian Consumer Law, including consumer guarantees that cannot be excluded.

14. FORCE MAJEURE

We are not liable for failure to perform our obligations due to circumstances beyond our reasonable control, including:

  • Natural disasters
  • Pandemics or public health emergencies
  • Government restrictions
  • Facility damage or closure

In such cases, we will work with you to reschedule or provide appropriate alternatives.

15. MODIFICATIONS TO TERMS

We reserve the right to modify these Terms and Conditions at any time. Changes will be effective immediately upon posting on our website. Your continued use of our services constitutes acceptance of modified terms.

16. GOVERNING LAW

These Terms and Conditions are governed by the laws of Victoria, Australia. Any disputes will be subject to the exclusive jurisdiction of the courts of Victoria.

17. CONTACT INFORMATION

If you have questions about these Terms and Conditions, please contact us:

Lon Retreat & Spa

25 Gill Road, Point Lonsdale, Victoria 3225
Email: spa@lonretreat.com.au
Phone: 03 5258 2990 or 0418 510 568

By making a booking or using our services, you acknowledge that you have read, understood, and agree to these Terms and Conditions.