• Spa Days, Evenings & Breaks: Details, Payment & Cancellation
• Treatment times are confirmed on your booking confirmation. Arriving later than your designated time could lead to delays and could result in missing your treatment. In the event of a missed treatment, no refund will be provided.
• We ask all guests to keep to their scheduled arrival and departure times as this allows us to ensure we can create a safe environment for both our guests and staff. 
• Where a 2- course meal is included a starter and main course can be selected in The Oak House Restaurant, desserts can be purchased separately on the day. Allowances are non refundable & non transferable between guests or dates and cannot be redeemed against any other goods or services.
• Full payment is required at time of booking.
• Any changes must be made by the lead booker.
• Any cancellation requests  must be made in writing.
• A charge of £25 per person per hour will be charged if you do not check out at your allocated time.
• No refund or part-refund will be given for late check in or early departure unless caused by Company negligence.
• The Company will apply the following charges per person for cancellations/amendments:
  • Cancellation within 7 days of arrival date: Full payment.
  • Cancellation between 7 and 14 days of arrival date: 50% payment.
  • Cancellation more than 14 days before arrival date: £25 per person.
  • Alterations to bookings: £10 administration fee per person (alterations must be made 48 hours prior to arrival)
    • • • Terms and conditions of a booking that has been altered and/or date changed remain subject to the cancellations terms in place for the original booking. If a booking is postponed and subsequently cancelled, cancellation charges apply based the date of the original booking.
        • A booking can only be postponed a maximum of three times from the original booking date 
  • Cancellation of additional spa and beauty treatments within 48 hours: Full cost of spa treatment/s.
  • On the day cancellations and non arrivals for any bookings will be non-refundable or transferable. However, a name change for any guest can be done at any point by the lead booker. 
• The Company will require a pre-authorisation of a credit or debit card on arrival, this will need to be a physical card and entry of your pin number will be required. Contactless payments are not accepted as a pre-authorisation.
• An optional service charge of 2.5% will be applied to the final accounts of our spa packages.
• We reserve the right at all times to cancel any reservation without notice or reason.

The Sanctuary Packages: Details, Payment & Cancellation

• A 50% deposit per person is required at time of booking, with the balance due 30 days before arrival.
• All cancellations for The Sanctuary private hire packages must be made in writing.
• The Company will apply the following terms for cancellations/amendments:
  • Cancellation within 14 days of arrival date: No refund or date change available.
  • Cancellation between 14 and 30 days of arrival date: Free date change only (no refund).
  • Cancellation more than 30 days before arrival date: Full refund.
  • Additional alterations to snug bookings (must give 48 hours’ notice): £10 administration fee per person.
• No refund will be given for early departure unless caused by Company negligence.
• The Company will require a  pre-authorisation of a credit or debit card on arrival, this will need to be a physical card and entry of your pin number will be required. Contactless payments are not accepted as a pre-authorisation.
• We reserve the right at all times to cancel any reservation without notice or reason.

Treatments (not relating to a day or stay package)

• If you wish to cancel your appointment, we require a £10 admin fee and a minimum of 48 hours notice.
• Less than 48 hours notice to cancel would result in full payment for the treatment being forfeited.

Treatments (general)

• We cannot guarantee that all treatments will be available at all times & treatment durations are provided as a guide only.
  • It is the individual’s responsibility to ensure the treatment is suitable for them.
  • No refund is available for treatments that are missed or shortened as a result of late arrival by the guest.
  • We reserve the right at all times to cancel any reservation without notice or reason.

Medical

• Guests are advised to consult with their doctor about the need to avoid any treatments or facilities.
• It is important that you disclose any medical/mobility condition at the time of booking, please do get back in touch with the reservations team if there is any change to any medical/mobility condition. 
• Certain medical conditions may preclude you from spa treatments or facilities available.
• Refunds will not be given if you fail to reveal a condition relating to the above.

Moddershall Oaks Gift Vouchers

• Moddershall Oaks’ policy is that vouchers are valid for 12 months from date of purchase unless otherwise stated. The expiry date is published on the voucher.
• Gift vouchers must be booked and experience redeemed before the voucher expiry date.
• Gift vouchers are non-refundable and cannot be exchanged for cash.
• Cash change for unused voucher amounts will not be given however if there is a remaining balance on your voucher, you can retain the voucher number and redeem the amount at a later date, providing the voucher is still in date.
• If you are unable to use your voucher before the expiry date, please contact us before the voucher expires to discuss a possible extension. 
• We may charge a small fee to extend vouchers in extenuating circumstances, to cover any increased operational costs over the additional validity period.
• To ensure we do not breach VAT deferral rules, a gift voucher cannot be used to purchase other gift vouchers.
• The voucher number and expiry date are required when making a booking with our reservations team.
• Please ensure you present your redeemable voucher on arrival. If you forget your voucher, or your voucher is not valid, then we will require full payment via an alternative payment method, in order to continue your visit.
• Please contact us to check availability as soon as you are able, as all voucher redemptions are subject to availability.

MADE Fitness Classes – Relating to Spa Guests

• Guests are advised to consult with their doctor about the need to avoid any facilities or classes. It is important at time of booking to disclose any medical/ mobility conditions.
• Guests are required to complete a Physical Activity Readiness Questionnaire before using the Gym or attending a class.
• Payment is forfeited for those guests who do not give 12 hours’ notice to cancel pre-booked classes.
• No refund for classes will be given for early departure unless caused by company negligence.
• We reserve the right at all times to cancel any reservation without notice or reason.
• Please arrive 15 minutes before your class to make full payment.
• If you fail to turn up for a class the company reserves the right to take payment from the credit card imprint taken on arrival.

Group bookings

• Due to the intimate nature of Moddershall Oaks Country Spa retreat, we operate a group booking policy. Under this policy, we are unable to accept groups larger than 8 guests for spa days, evenings and breaks.
• Any guests found to be congregating as a group larger than 8 guests may be asked to separate or leave on the day, with no refund given.
• Out of respect for the peace and privacy of our guests, we would ask groups to demonstrate appropriate behaviour such as maintaining reasonable noise levels.

Important Information

• Any mechanical or electrical breakdowns on the property are usually beyond our control.
• No refunds will be given unless any such breakdown is due to the negligence of the Company.
• Any damages, spillages or breakages caused maybe subject to a charge.
• No responsibility can be accepted by the Company for the safety of money or valuables.
• The Company is not liable for valuables unless it is solely due to negligence of the Company.
• The Company  cannot accommodate children under the age of 14 apart from in ‘The Sanctuary’
• All guests aged under 16 must be accompanied by an adult at all times. Spa treatments are only allowed for guests over the age of 16 years.
• We do not allow guests to bring pets (except guide dogs).
• Smoking is not permitted in any of the buildings, designated external spaces are provided.
• No alcohol is to be brought onto the premises – we reserve the right to confiscate alcohol found and return it on departure.
• We will use your contact information for our own marketing purposes only if consent is given to do so. We will never share with third parties and you are able to unsubscribe at any time.
• We operate a zero-tolerance policy in terms of verbal abuse, hostility, aggression and/ or disrespectful behaviour towards our staff or other guests. We reserve the right to cease service to individuals or groups who display such behaviour, and where necessary will ask them to leave. Please note: in these circumstances no compensation will be entertained or given.
• Please note, if you have booked through a third party, your T&Cs may vary. Please refer to the T&Cs on your original booking confirmation. Any queries, please call 01782 399000. 

User-generated content policy

Full details of our user-generated content policy can be found here