Booking and Purchase Policy

Gift Cards:

  1. What these terms cover:   These Terms & Conditions govern purchase, delivery and redemption of Escape Bathhouse gift vouchers (including e-gift cards). By buying or using a voucher you agree to these terms.
  2. Expiry & validity (Australia-wide rule):  Vouchers are valid for 36 months (3 years) from purchase unless a longer period is stated. The expiry date appears on the voucher or purchase email.   Promotional/complimentary vouchers given free as part of a promotion, loyalty or employee reward may have different conditions/shorter validity as permitted by law. The specific promo terms apply and will be clearly stated at issue. 
  3. What you can use it for: Redeemable for Escape Bathhouse services, treatments, entry passes and eligible retail at our Chatswood venue (products/services may change over time). Dollar value, not a booking. Vouchers apply up to their remaining balance; if prices rise or you upgrade, you pay the difference at checkout. Not redeemable to purchase other gift cards.  Not exchangeable for cash or refunds.
  4. Transferability: Vouchers are transferable (you may gift them), but cannot be resold without our written consent. We may require the original order email/ID at redemption to prevent fraud.
  5. Age, health & house rules 18+ venue. Voucher users must be 18 years or older.  All visits are subject to venue capacity, our etiquette and health & safety guidelines (e.g., heat/cold exposure). If you have health conditions or are pregnant, seek medical advice before using thermal facilities. We may refuse or modify services if unsafe and will apply the voucher to a suitable alternative where available.
  6. Booking, cancellations & no-shows.  Bookings essential and subject to availability. Peak/blackout periods may apply.  Our standard cancellation policy applies to voucher bookings:
    Bathhouse sessions: cancel or reschedule ≥24 hours before start time.
    Treatments: cancel or reschedule ≥48 hours before start time.
    Late cancellation or no-show may result in forfeiture of the applicable portion of the voucher (we’ll deduct the booked service value or mark it redeemed).
    If we cancel due to maintenance, events or operational issues, we’ll rebook you or extend the voucher for the affected period.
  7. Public holiday/weekend surcharges & payment surcharges. Standard service surcharges (e.g., public holiday surcharge) may apply at time of redemption and are payable separately; they do not reduce voucher value. Any card payment surcharge applied when purchasing a voucher will not exceed our reasonable cost of acceptance under ACCC rules. 
  8. Partial redemptions & balance: You can use a voucher across multiple transactions until the balance reaches $0 or the voucher expires.To check your balance, contact our team with the voucher code and purchase email or visit our website.
  9. Delivery, loss & fraud: E-vouchers are delivered to the email provided at checkout. You’re responsible for providing the correct recipient email and checking spam/junk filters.  Treat vouchers like cash. Lost, stolen or deleted vouchers won’t be replaced or refunded if they’ve been used or transferred. If unused, we may (at our discretion) reissue after verifying identity and voiding the original code.  We may suspend or cancel a voucher and/or request alternative payment if we reasonably suspect fraud, unlawful conduct or breach of these terms.
  10. Service changes & discontinuation. If a specific service is discontinued, we’ll honour the remaining dollar value toward other services/products.
  11. Technical issues  If a system/printing/email error occurs, our records determine voucher validity and balance. We may correct errors and reissue where appropriate.
  12. Privacy. We handle personal information per our Privacy Policy. Purchasing or redeeming a voucher constitutes consent to processing for order fulfilment and customer support.
  13. Consumer guarantees. Nothing in these terms excludes your statutory rights under the Australian Consumer Law. If there’s a problem with a product or service purchased with a voucher, your ACL rights apply. 
  14. Governing law:  These terms are governed by the laws of New South Wales, Australia, and disputes are subject to the courts of NSW.