Terms & Conditions
Refund and Cancellation Policy for Heart and Soul Bookings
HS Retreat Refund and Cancellation Policy (Overnight Stay)
Cancellation:
All bookings at Heart and Soul Retreats are non-refundable.
Rescheduling
Promotional or Discounted Bookings
Bookings made at a promotional, discounted, or special offer rate are not eligible for rescheduling, credit vouchers or refunds. Payments and bookings are final.
Bookings can be transferred to another person
You may also opt to pay the difference and upgrade to a full-price booking which gives you more flexibility for rescheduling (see terms and conditions below).
Full-Price Bookings (Non-Promotional Rates)
Reschedules made seven (7) days or more prior to the scheduled arrival date are eligible for a credit voucher for the total booking value paid. The voucher is valid for twelve (12) months (must book and stay) from the date of issue.
Reschedules made less than seven (7) days prior to the scheduled arrival date will receive a credit voucher equal to 50% of the total booking value. The remaining 50% of the booking is forfeited. The voucher is valid for twelve (12) months (must book and stay) from the date of issue.
Cancellations less than 24hours prior to the scheduled arrival date forfeit 100% of their booking value and no credit voucher will be issued.
Credit vouchers are issued for the amount originally paid only and do not carry over room type, dates, or rates.
A maximum of one (1) credit voucher can be issued for each booking. Each credit voucher must be redeemed and guests' must stay within 12 months of its issue. If the voucher is not redeemed within this time frame, or if a booking date is requested beyond 12 months, the entire booking amount will be forfeited.
Credit vouchers must be used on accommodation or day passes only (does not extend to wellness centre treatments).
Credit vouchers or bookings can be transferred to another person
If a new booking is made with the credit voucher, any price difference must be paid by the guest.
Day Pass Bookings
Reschedules made 24hours or more prior to the booking date are eligible for a credit voucher for the total booking value paid. The voucher is valid for twelve (12) months (must book and visit) from the date of issue.
A maximum of one (1) credit voucher can be issued for each booking. Each credit voucher must be redeemed and guests' must stay within 12 months of its issue. If the voucher is not redeemed within this time frame, or if a booking date is requested beyond 12 months, the entire booking amount will be forfeited.
Cancellations less than 24hours prior to the scheduled arrival date forfeit 100% of their booking value and no credit voucher will be issued.
Bookings can be transferred to another person
If a new booking is made with the credit voucher, any price difference must be paid by the guest
All cancellation, rescheduling, and transfer requests must be made via email.
Early Departures: Once checked in, early departures cannot be rescheduled and are non-refundable. The remainder of your stay will be forfeited.
Arrival & Departure Day Passes
Day passes are valid from 6 AM to 9 PM on the day of your booking only.
Late arrivals or early departures cannot be rescheduled or refunded, either in part or in full.
HS Promotional Offers (General Terms & Conditions)
Available for new room bookings ONLY. Existing bookings can not be changed to take advantage of the offer.
• Available for bookings made during the promotional period only
• Bookings cannot be rescheduled to another date and are non-refundable - purchase is final.
• Bookings are transferable to another person.
• Promotions, unless otherwise stated, do not apply to shared rooms or day passes.
• Promotion can not be used in conjunction with any other offer.
Wet Weather Conditions
Heart & Soul Retreats is nestled in the Royal National Park and accessible by drive over the heritage weir /water bridge or by foot. In times of high or sustained rainfall, entrance to our premises may be difficult over the weir. If the weir water levels are below the red safety marker, it is safe to cross by vehicle. Please note the red safety marker indicates safety by vehicle.
If assistance is required over the weir while the water levels are below the red safety marker, our team is happy to assist with a vehicle concierge. Please note a fee of minimum $15 one way and wait time will apply. Official concierge times commence 9:30am onwards as per concierge availability.
If the heritage weir is unsafe to cross, our team is happy to assist with a vehicle concierge. No fees apply, however there may be a wait time. This is offered provided that it is safe for our team to provide the service. Official concierge times commence 9:30am onwards as per concierge availability.
Cancellation & Refund Policy for Wellness Centre & Spa
Cancelation: Can be made more than 24hrs prior to treatment.
Less than 24hrs before treatment: 100% charge.
Reschedule: Can be made more than 24hrs prior to treatment.
Less than 24hrs before treatment: 100% charge.
Transferable: All bookings are transferable to another person.
Code of Conduct
Please read the Code of Conduct carefully.
If you do not comply with the Code of Conduct, we retain the right to ask you to leave the Retreat. Should you be asked to leave The Retreat you will forfeit your accommodation fee.
Eligible Guests
Booking can only be made by persons over 18 years old.
Age restrictions - We only accommodate guests above the age of 16 when accompanied by an adult.
Pregnancy - As we do not have antenatal-trained yoga teachers pregnant women attend at their own risk. We advise you to seek medical advice before attending a yoga class.
Wheelchair access - Due to the geography of our site and the age of the building, the building is not wheelchair accessible and we do not have accessible rooms or bathrooms.
Dietary Requirements
Please inform us of any dietary requests at least 7 days before arrival, or upon booking. We can only cater for nut and gluten allerges/intolerances.
Whilst we endeavor to accommodate dietary requests, we may not be able to meet all requirements.
Payment Method
Your booking must be paid for in full before arrival. This includes any surcharges and additional guests.
Your booking is only considered CONFIRMED once your payment is received by Heart & Soul Retreats.
Payment will be made at the time we receive your credit card details. If sufficient funds are not available or your payment is declined for other reasons, we will contact you via email.
We accept MasterCard and VISA only.
Our preferred payment method is via EFTPOS/credit card, but we are also happy to receive payments via Bank Transfer.
For international bank transfers, Heart & Soul applies a surcharge of AU$12/transaction to cover the banking fees.
Limitation of Liability
As with any physical activity, it is important that before beginning any fitness regime, you consult with your healthcare professional to ensure that you are mindful of your current health and any medical and health restrictions that may apply to you. Heart & Soul Retreats accepts no liability for any injury, loss of property, or death resulting from attending our retreat space. When attending our yoga classes you practice at your own risk.
We do not accept responsibility for any personal items which are left, lost, damaged or used without permission at Heart and Soul Retreats.
At times, we take photographs on the property as well as throughout the program – including meal times, yoga classes, and workshops. In booking with us, you provide us with your permission to be photographed, and for these photos to be used in our marketing materials.
By confirming a booking with us you have therefore accepted all of our Terms and Conditions.