We understand that plans can change. Our cancellation policy has been designed to ensure fairness for all our guests while allowing us to manage bookings effectively. Please read the following carefully:

Cancellations and Rescheduling

• You may cancel or reschedule your appointment at any time up to 24 hours before the start time of your booking without incurring a fee.

• To assist you, we send text and email reminders 72 hours prior to your appointment. This gives you plenty of time to make any necessary changes before the cancellation window closes.

• To cancel or reschedule an appointment:

  • Use the change/cancel link provided in your confirmation or reminder email.

  • Alternatively, email us at hello@pondbathhouse.com.au, and we’ll be happy to assist.

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Late Cancellations:

• Cancellations or reschedules made less than 24 hours before your appointment will be charged the full booking amount.

• Unfortunately, no refunds will be provided for late cancellations.

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Non-Refundable Bookings:

• Appointments made within 24 hours of the scheduled start time are non-refundable and cannot be rescheduled.

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No-Shows:

• If you fail to attend your appointment without prior notice, it will be treated as a no-show, and 100% of your booking cost will be retained as a cancellation fee.

Please ensure you notify us at least 24 hours in advance to avoid these charges.

Late Arrivals:

• To ensure an enjoyable experience for all guests, we kindly ask everyone to arrive on time.

• If you arrive more than 15 minutes late, we may need to either shorten or cancel your session entirely. Regrettably, no refunds will be provided in such cases.

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Arrival Guidelines:

• Massage Guests: Please arrive 15 minutes before your scheduled start time to allow for check-in and preparation.

• Bathhouse Guests: Please arrive a few minutes prior to your session start time.

Lateness can disrupt the relaxation of others, and we greatly appreciate your punctuality.

Thank you for understanding and respecting our cancellation policy. If you have any questions or require assistance, don’t hesitate to reach out to us at hello@pondbathhouse.com.au. We look forward to welcoming you!