cancellations & rescheduling

CANCELLATIONS

At The Banya Bathhouse, we understand that plans don’t always unfold as expected and life can throw us circumstances out of our control.
As a thoughtfully designed wellness and bathhouse experience with limited session availability, each booking reserves

To help us care for you and all of our guests, our team, and the rhythm of the space, we kindly ask for at least 24 hours’ notice should you need to cancel your bathhouse or massage session without charge.

Providing this notice allows us to offer your place to another guests and ensures the bathhouse continues to operate with ease and balance.

You can cancel your booking by logging into your online profile or by emailing us at hi@thebanya.com.au.

LATE CANCELLATIONS

Cancellations or booking changes made within 24 hours of your scheduled bathhouse or massage booking will result in the full booking amount being retained or charged.
Providing this notice allows us to offer your place to another guest and ensures we can manage our schedule fairly and efficiently.

NO SHOWS

If you are unable to attend your booking and have not contacted us in advance, this will be recorded as a no show and 100% of the booking fee will apply.

Should an unexpected situation arise, we encourage you to reach out to us as soon as possible so that we can make note of your circumstances.

BOOKING REMINDERS

To help you stay organised, we send courtesy email reminders 24-48 hours prior to your session.
These are simply a gentle prompt, offering time to make any adjustments before the cancellation window closes.

PAYMENT & BOOKING CONFIRMATION

All bookings at The Banya Bathhouse are secured by taking card details at the time of booking. Payment is taken on arrival.
If you are using a gift voucher as a form of payment, you can simply write the gift voucher number in the note section on the last screen before confirming your booking.

ARRIVAL TIMES
We encourage all guests to arrive at a minimum of 15 minutes before the booking time.
This gives everyone plenty of time to check in and allows us to take new guests on a tour of the bathhouse space.

Massage treatments begin at the time of your booking. If you are running late, your session may be shortened, and in some cases participation may not be possible, as it can affect other guests. We appreciate your understanding as we preserve a calm, uninterrupted flow throughout the day.

GIFT VOUCHER TERMS & CONDITIONS 

Bathhouse vouchers purchased online or at reception may be redeemed for bathhouse entry, massage treatments or retail purchases. Restaurant vouchers are available for purchase in person at The Banya.

Gift vouchers are issued with a 5% saving as our thank you for sharing the Banya experience and are valid for 12 months from the date of purchase. The expiry date is stated on the voucher.

In accordance with Australian Consumer Law, vouchers sold at a genuine discount may have a validity period of less than three years.

Bookings are subject to availability. We encourage reserving in advance to secure a preferred date and time.

Vouchers are non-refundable, cannot be exchanged for cash and cannot be used to purchase another voucher.

If a voucher is used to secure a booking and the booking is cancelled outside of our cancellation policy or not attended, the applicable amount will be deducted from the voucher balance. Any remaining balance must be used within the original 12-month validity period.