Refund Policy – Hideaway Sauna

Last updated: 14-11-2025

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This Refund Policy explains when and how refunds are issued for bookings made with Hideaway Sauna. It should be read together with our [Terms & Conditions] and forms part of your agreement with us.

Hideaway Sauna is operated by Glendonnell Enterprises Limited, trading as “Hideaway Sauna”, based at Leggetsrath West, Kilkenny, Ireland.

Nothing in this policy affects your statutory rights under Irish and EU consumer law.

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1. Scope of This Policy

 

This Refund Policy applies to:

• Standard sauna, hot tub and cold plunge sessions booked through our website

• Any other services we list on our online booking system

• Bookings paid by card, Apple Pay, Google Pay or any other method we offer

Separate terms may apply to private hire, special events or group bookings; where that is the case, we will clearly state it at the time of booking. Hideaway Sauna

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2. Cancellations by You – Standard Sessions

 

2.1 Refundable cancellations (24 hours’ notice)

• You can cancel your session up to 24 hours before the scheduled start time for a full refund of the session fee.

• Cancellations must be made using the link in your confirmation / upcoming booking email or through your online account (if applicable). Hideaway Sauna

 

2.2 Non-refundable cancellations (less than 24 hours)

• If you cancel less than 24 hours before the start of your session, the booking is non-refundable.

• In these cases, no refund or credit will be issued unless we are required to do so by law or we choose to do so at our sole discretion.

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3. Rescheduling Instead of Refund

 

3.1 Rescheduling window (up to 5 hours before)

• You may reschedule your booking up to 5 hours before the start time, subject to availability.

• Rescheduling must be done via the link in your confirmation email or via your account/booking tools. Hideaway Sauna

 

3.2 Late reschedules (within 5 hours)

• If you attempt to reschedule less than 5 hours before the session start time, we may treat this as a late cancellation, and no refund will be given.

Rescheduling does not create any right to a cash refund. Once a booking has been successfully rescheduled, the original booking is considered used.

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4. No-Shows & Late Arrivals

4.1 No-shows

• If you do not attend your booking and have not cancelled or rescheduled within the permitted timeframes, your booking is treated as a no-show.

• No-shows are non-refundable, and no credit will be issued. Hideaway Sauna

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4.2 Late arrivals

• Your session starts at the time given in your booking confirmation.

• If you arrive late, your session will still finish at the scheduled time so as not to affect other customers.

• No extra time or refund will be provided for late arrivals. Hideaway Sauna

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5. Cancellations by Us

 

We may occasionally need to cancel or reschedule your booking due to reasons such as:

• Unsafe weather conditions

• Maintenance or technical issues

• Staff illness

• Other events outside our reasonable control

Where we cancel a booking, we will:

• Offer you an alternative date/time or

• Provide a full refund of the session fee you paid

We are not responsible for any additional costs you may incur (e.g. travel, accommodation, lost income). Hideaway Sauna

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6. Gift Vouchers & Promotions

 

6.1 Gift vouchers

• Gift vouchers are non-refundable and cannot be exchanged for cash.

• Vouchers are valid until the expiry date shown at purchase or in the confirmation email.

• When a voucher is used to make a booking, our normal cancellation and rescheduling rules apply:

  • If you cancel within the refundable window, the value will usually be returned as voucher credit, not cash.

  • If you cancel late or do not attend, the voucher may be treated as used, and no refund or replacement voucher will be issued. Hideaway Sauna

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6.2 Discounts & promo codes

• If you used a discount or promotional code, any refund will be limited to the amount you actually paid, not the pre-discount price.

• Promotions may have their own conditions which will apply in addition to this policy.

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7. How Refunds Are Processed

• Wherever possible, refunds are issued to the original payment method used to make the booking (e.g. card, Apple Pay, Google Pay).

• Once we approve a refund, we submit it to our payment processor. The time it takes for the funds to appear in your account depends on your bank or provider; this is typically 5–10 working days, but may be longer in some cases.

• We do not accept responsibility for delays caused by your bank or payment provider.

If the original payment method is no longer valid (for example, your card has expired), we may need to arrange an alternative method at our discretion.

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8. Errors, Duplicate Payments & Disputed Transactions

 

If there is a clear error (for example, a technical issue resulting in a double charge or an incorrect price): Hideaway Sauna

• We will investigate the issue and, where appropriate, provide a correction or refund.

• If you believe you have been charged incorrectly, please contact us as soon as possible with your booking details and payment confirmation.

If a payment is disputed or charged back through your bank or card provider, we reserve the right to suspend access to future bookings until the matter is resolved.

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9. Changes to This Refund Policy

 

We may update this Refund Policy from time to time to reflect changes in our services, pricing, or legal obligations.

• The “Last updated” date at the top of this page shows when the policy was most recently revised.

• The version in effect at the time you made your booking will generally apply to that booking, unless changes are required by law.

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10. Contact Us

 

If you have any questions about this Refund Policy or would like to discuss a specific booking, please contact:

Hideaway Sauna
Leggetsrath West, Kilkenny, Ireland
Email: info@hideawaysauna.ie