Terms & Conditions Guest Information & Policies Please review the key information below to help us deliver the smoothest possible experience. Our full Terms & Conditions are available on request.

Booking & Confirmation • Full payment is taken at the time of booking. • A confirmation email will be sent within 12 hours; please check all details and contact us within 24 hours if anything needs changing. • If you do not receive confirmation within 24 hours, please call 0161 518 9355. • Group Limit: We cannot accommodate groups larger than 8 guests (including combined smaller bookings). Guests forming groups of 9+ on site may be asked to leave without refund.

Cancellations & Changes • 24+ hrs’ notice: Full refund. • Within 12 hrs: Charged in full. • Private hire: 7 days’ notice required for refund; less than 7 days charged in full. • To cancel or reschedule, please call 0161 518 9355.

Gift Vouchers • Redemption indicates acceptance of voucher terms. • Subject to availability and booking confirmation; we may decline a voucher at our discretion. • Liability is limited to the voucher’s face value. • Monetary vouchers: May be used toward treatments, packages, retail, or spa breaks. • Named-package / spa-break vouchers: Fixed to the stated experience; we may offer an alternative if necessary. • Valid for 12 months from purchase. Expired vouchers cannot be honoured or extended. • Non-transferable & non-refundable. • Please advise at the time of booking if using a voucher and present the physical voucher on arrival; failure to produce it may require full payment. • Vouchers remain the property of The Cove Spa until fully paid. • Once booked, our standard booking & cancellation terms apply.

Medical & Pregnancy Guidance Please inform us of all medical conditions when booking; some treatments may be unsuitable or need adapting. A doctor’s note is required if you are currently under care for: heart conditions, cancer, liver problems, kidney disease, or recent surgery. Pregnancy: • The Thermal Spa Experience is not suitable at any stage of pregnancy (heat exposure risk). • Safe alternatives include manicures, pedicures, facials, and brow/lash tinting. • Massage & body treatments (incl. pregnancy massage) are not recommended in the first 12 weeks. After 12 weeks we can tailor most massages to suit you. • Hair removal may feel more sensitive during pregnancy.

Membership Pricing Member rates apply only with an active, up-to-date membership. Lapsed memberships will be charged at the standard rate; any difference is due on the day.

Valuables & Liability The Cove Spa cannot accept responsibility for loss or damage to money, jewellery, or personal items. Please keep valuables with you or ensure they are covered by your own insurance. We accept no liability for damage, loss, injury, or consequential loss however caused.

Arrival, Timing & Consultations • Please arrive 10 minutes before your treatment and wait in the Relaxation Room or designated area. • Your booked time includes consultation and post-treatment aftercare so your therapist can tailor the experience. • Late arrival may shorten your treatment; the session will end at the scheduled time.

Treatment Menu & Pricing We may adjust prices, treatments, or availability without notice to maintain quality. Published prices are correct at the time of printing but subject to change.

Right to Withdraw Service We reserve the right to refuse or end services if behaviour is abusive, disruptive, or disrespectful toward staff or other guests. No refunds will be issued in these circumstances.

Age Policy • Thermal Spa Experience: Minimum age 14; guests aged 14–17 must be supervised by an adult (18+). • Memberships: Available from age 18. • Teen Treatments (13–16): Selected services available; an adult must be present throughout the visit.

Spa Etiquette Help us maintain a calm environment: • Please speak quietly; no shouting in spa areas. • Limit time in each thermal facility (sauna, steam room, heated bench, hot tubs) to 15 minutes per session. • No bags, mobile phones, or cameras in wet or thermal areas. Ladies-Only Thermal Session: Thursdays, 9:30–11:30 am (advance booking recommended).

Complaints & Feedback We want to make things right. • Please raise any concern immediately with a member of staff or the Duty Manager during your visit so we can assist on the day. • Unresolved issues: Email us within 7 days of your visit at info@the-cove-spa.co.uk with details so we can investigate. • Issues not reported while on site may limit what we can do afterward. • If a resolution is accepted during your visit, no further compensation will be offered.

Treatment Timings

In order for you to receive the best experience… Your therapist will include a consultation before the treatment and after care at the end. This is all included within your treatment time allowing the therapist to personalise the treatment just for you

You are requested to wait for your treatments in the waiting area or Relaxation room 10 minutes prior to each treatment time, please note it is your responsibility to arrive on time for your treatments.

If you are late arriving please be informed that as courtesy to other guests we may not always be able to re-schedule missed appointments therefore you treatment may be shortened and your appointment will end as scheduled.

All treatment appointments include consultation and prescription.

Your Schedule

If you wish to change any of the times please contact the Reception Desk who will try their best to alter times but during busy periods this cannot be guaranteed. Whilst we try to accommodate guest requests for specific treatment times these cannot be guaranteed and may be subject to change. Please be aware that it is not always possible to schedule treatments at the same time as other members of your party.

Valuables

No responsibility can be accepted by the company for the safety of money or valuables of any kind brought to the Spa. If you do bring valuable items it is essential they are covered by your own insurance for the period of your stay. The company will not be liable, under any circumstances whatsoever, for damage, injury or consequential loss, however caused to our guests.

Disability Access

Please notify the reception team on booking if any guest requires information regarding disability access through the Spa.

We will be happy to discuss requirements and provide further details.