Terms & Conditions

Cancellations to accommodation bookings

If you wish to cancel your accommodation reservation the following terms and conditions apply:

As a small boutique property our business depends on maximising occupancy, cancellations often result in an empty retreat due to booking lead times. Cancellations within 2 months of arrival 50% of total paid will be refunded. Within one month of arrival all monies will be forfeited. No refunds or transfers can be given in the event of non-arrival, any unused services or unused nights due to illness, weather disruption or family emergencies. We recommend that you protect yourself with travel insurance.

Changes to bookings

If you wish to change your booking to another date please be aware that this may result in an empty retreat due to booking lead times. Management reserves the right to transfer a booking to another date at it’s discretion. A fee of $200.00 per day will apply to any transferred bookings. Transferred bookings will not be offered for long weekends or public holidays. If you decide to leave early no refunds will be issued for the unused portion of your stay, package or unused spa services.

Government Travel Restrictions and Lock Downs

Should a government imposed travel restriction or lockdown affect your booking your booking will be rescheduled to a mutually agreed date. No refunds will be given. The Cancellation and Refund policy above apply to all bookings.

We recommend you book your appointments in advance to secure your preferred date, time and therapist. This can be done in person, over the phone 9737 0086 or email: info@japanesemountainretreat.com.au Cash or credit card payment in full is required at the time of booking.

You will need to provide the following when making a reservation:

• Name
• Number of people
• Accommodation dates
• Date of arrival and departure
• Postal address
• Home phone number
• Mobile phone number
• Estimated time of arrival
• Credit card details if paying by this method

All accommodation bookings require a 100% payment via one of the following options:

All day spa, and bookings requiring mineral springs are required to be paid in full at the time of booking.

No refunds are paid for ‘No Show’ or booking cancellations, management reserves the right to transfer a booking to another date at it’s discretion.

Transferred bookings will not be offered for long weekends or public holidays. If you decide to leave early no refunds will be issued for the unused portion of your stay, package or unused spa services.

Credit card:  If you are paying with a credit card please note that a 1.25% merchant service fee will apply to Visa and MasterCard payment. This is in addition to the total amount payable.

Payments by EFTPOS Money Order or Cash do not attract a fee.

All accommodation reservations are confirmed either on the day of booking or on the next.

We will email a confirmation invoice to you setting out all the details of your reservation,providing directions on how to find us. Please check the reservation details, all discrepancies should be notified to management immediately.

We ask that you arrive 15-20 minutes prior to your day spa appointment time. This allows you to enjoy the full value of your spa experience and enjoy our Moroccan mint tea or water while you complete your personal consultation questionaire. Your treatment will include a consultation with your therapist, as well as recommendations for suitable products for continued enjoyment of our products at home.

As we are a small resort with limited mineral spring and day spa facilities we do not accept cancellations to mineral bathing and day spa bookings. No refunds will be given should you change your mind. We are happy to reschedule a bathing or day spa booking provided you give us 48 hours notice. If an emergency arises and you are unable to attend your booking please contact us as soon as possible and we will do our best to reschedule your booking. Confirmation of an appointment is acknowledgement of this cancellation policy.

Government Travel Restrictions and Lock Downs

Should a government imposed travel restriction or lockdown affect your booking your booking will be rescheduled to a mutually agreed date. No refunds will be given.

Plan your time out carefully, as all treatments complete at the scheduled time. Late arrival may mean a reduction in treatment time. Full rates still apply.

Please wear comfortable clothing. We will provide you with a robe, slippers and disposable underwear for your privacy and our therapists will advise you on their usage. Disposable underwear should be worn during water based and massage treatments – our therapists are fully trained to drape you and protect your privacy at all times.  However please advise your therapist if you are uncomfortable for any reason.

Children under 16 years of age are welcome to use our bathing pools however we ask that children are accompanied by an adult at all times. All entry to bathing areas must be paid regardless of use of the facility.

As all of our bathing is totally private we do not have lifeguards.

Gift vouchers are valid for 12 months from the date of issue and are not redeemable for cash. Gift vouchers purchased from 1st November 2019 are valid for 36 months.

Used or unused gift vouchers are not refundable at any time.

The full value may be partially redeemed over the validity period but must be fully redeemed before expiry. Any unused balance will not be refunded or credited when the voucher expires. Certificates must redeemed by the expiry date and once expired hold no value.

Please be aware that bathing in the heated mineral spring, use of steam rooms or use of the Roman Bathhouse is not recommended for anyone with medical concerns, health issues, pregnancy. Should you choose to bathe in our mineral spring water knowing you have one of the above conditions you do so at your own risk. Please seek professional medical advice if in doubt.

Please be aware that all of our therapists are fully qualified and that massages offered are designed for relaxation. We do not offer Remedial or Therapeutic massage. Should you choose to book a massage while carrying an injury you do so at your own risk. Please seek professional medical advice if in doubt.