Booking Terms and Cancellation Policy

1. Who We Are

Retreat Into Wellness is a business partnership operated by [INSERT THE FULL LEGAL NAMES OF BOTH PARTNERS], trading as Retreat Into Wellness.

Our principal business address is:

In these terms, “Retreat Into Wellness”, “we”, “us” and “our” mean the partners operating the Retreat Into Wellness partnership.

2. Which Bookings These Terms Cover

These general terms apply to bookings for:

• UK residential wellness retreats;
• day retreats;
• wellness programmes and course modules;
• workshops and group sessions;
• Pamper Me experiences;
• massage, reflexology and other treatments;
• gift vouchers; and
• other services expressly sold by Retreat Into Wellness.

A particular retreat, course or experience may have additional written terms covering its dates, venue, payment schedule, accommodation, travel arrangements or cancellation conditions.

Where event-specific terms differ from these general terms, the event-specific terms will apply to that booking, provided they are fair, lawful and were supplied before the booking was made.

3. European and Flight-Inclusive Retreats

European retreats involving flights, accommodation, passenger transport or other travel services may be governed by separate travel and package-booking legislation.

Before accepting payment for a European or flight-inclusive retreat, the final booking information will identify:

• the legal organiser of the travel package;
• whether Retreat Into Wellness is acting as organiser or agent;
• the applicable financial-protection arrangements;
• ATOL details where legally required;
• the travel services included;
• the applicable cancellation and transfer rights; and
• the separate European Retreat Booking Terms.

These general terms are not intended to reduce any protection available under applicable package-travel or aviation law.

4. The Lead Booker

The person making the booking must be at least 18 years old and becomes the lead booker.

The lead booker is responsible for:

• providing accurate contact and booking information;
• checking the booking confirmation;
• making payments by the stated deadlines;
• passing relevant information to every guest included in the booking;
• ensuring that each guest has access to these terms;
• obtaining permission before supplying another adult’s personal information;
• telling us promptly about any change affecting the booking; and
• acting as the main contact for the group unless otherwise agreed.

Where another adult is paying for or arranging the experience as a gift, the person attending must still receive the relevant booking, health and suitability information.

5. How to Make a Booking

Retreat Into Wellness does not currently use an online booking form or online checkout.

A booking may be requested by:

• telephone;
• WhatsApp;
• email; or
• an agreed in-person conversation followed by written confirmation.

6. When a Booking Becomes Confirmed

An enquiry, expression of interest, discussion, request for availability or provisional note does not by itself create a confirmed booking.

A booking becomes binding when:

• we have confirmed that a suitable place is available;
• the lead booker has received the relevant price and booking information;
• these terms and any applicable event-specific terms have been made available;
• the requested guest information has been provided;
• the required deposit or payment has cleared; and
• Retreat Into Wellness has issued written confirmation by email, WhatsApp or another durable written format.

Please check the confirmation promptly and tell us if any information is incorrect.

7. Information Forming Part of the Booking

The contract may include:

• these general Booking Terms;
• event-specific terms;
• the written booking confirmation;
• the confirmed dates and venue;
• the price and payment schedule;
• the confirmed room or sharing basis;
• the stated inclusions and exclusions;
• the final joining information; and
• important health, conduct or safety requirements supplied before booking.

Previous retreat photographs, sample itineraries, social-media posts and general website descriptions are illustrative unless expressly included in the written booking confirmation.

8. Prices and What Is Included

The price payable is the price confirmed in writing when the booking is made.

The relevant retreat or experience information will explain what is included. Depending on the booking, this may include:

• accommodation;
• specified meals and refreshments;
• scheduled sessions or treatments;
• course materials;
• specified excursions or transfers; and
• other expressly listed services.

Unless expressly confirmed as included, the price does not include:

• personal travel to and from a UK venue;
• travel insurance;
• personal spending;
• optional treatments or excursions;
• food and drinks purchased outside the confirmed package;
• passport or entry-document costs; or
• services booked independently by the guest.

9. Deposits, Balances and Instalments

The required deposit, instalments and final-payment date will be stated before the booking is confirmed.

A deposit is a part-payment towards the total price and reserves capacity that may otherwise have been sold to another guest.

An instalment arrangement changes the timing of payment but does not normally reduce the total booking price.

Payments must be made using the method and reference supplied. The lead booker should keep a record of each payment.

10. Late or Missed Payments

Contact us promptly if a payment difficulty arises.

Where a payment is missed, we will normally contact the lead booker and provide a reasonable opportunity to bring the booking up to date.

If payment remains outstanding after the stated deadline and any reasonable extension, we may treat the booking as cancelled by the customer.

Any cancellation charge will be assessed under the cancellation provisions below and will not automatically exceed the loss reasonably caused by the cancellation.

11. Statutory Cancellation Rights

Nothing in these terms removes a statutory cancellation or refund right that applies to the booking.

Many retreats, treatments, accommodation bookings, catered events and leisure activities are supplied on a specific date or during a specific period. Such bookings may not carry the standard 14-day cancellation right that applies to some other distance contracts.

Where a statutory cooling-off or cancellation right does apply, Retreat Into Wellness will honour it.

Where the customer asks us to begin providing a service during an applicable cancellation period, we may request the legally required express instruction and acknowledgement.

12. How the Customer Must Cancel

The lead booker should cancel in writing by email or WhatsApp. Cancellation takes effect when the message is received by Retreat Into Wellness.

The cancellation message should include:

• the lead booker’s name;
• the retreat, course, treatment or experience;
• the date of the booking;
• the names of the guests affected;
• the booking reference, where available; and
• whether the customer wishes to ask about a substitute guest or transfer.

A telephone conversation should be followed by a written message so that both parties have a clear record.

13. Cancellation by the Customer

A customer cancellation may cause loss because accommodation, venue space, catering, instructors, treatments, course materials or other supplier services may already have been reserved or paid for.

Subject to statutory rights and any lower event-specific cancellation charge, the following percentages are the maximum that may be charged:

14. How the Actual Cancellation Charge Is Calculated

When calculating the actual cancellation charge, we may take account of:

• non-recoverable venue or accommodation charges;
• catering and materials already ordered;
• instructor, therapist, transport or supplier commitments;
• payment-processing or banking costs that cannot be recovered;
• reasonable administration directly caused by the cancellation;
• the notice provided;
• whether all or part of the place can be resold;
• refunds or credits received from suppliers; and
• costs saved because the guest will no longer attend.

The charge will not be calculated simply to punish the customer for cancelling.

15. Reselling a Cancelled Place

We will take reasonable steps to reduce the loss caused by a cancellation, which may include offering the place to another suitable guest.

Resale cannot be guaranteed, particularly close to the event or where a specific room, treatment or travel service was reserved.

If all or part of the cancelled place is resold, we will recalculate the cancellation charge.

Any amount retained above the recalculated reasonable loss will be refunded after deducting unrecoverable costs and any reasonable administration directly associated with the cancellation and resale.

16. Refunds Following Customer Cancellation

Where a refund is due, we will explain the calculation and normally issue the refund within 14 days after the final amount has been established.

Where the amount depends on a supplier refund or attempted resale, the final calculation may take longer. We will keep the lead booker informed where reasonably possible.

Refunds will normally be returned to the person and payment method originally used, unless another lawful arrangement is agreed.

17. Substitute Guests

Contact us promptly if the original guest cannot attend.

A substitute guest may be accepted where:

• reasonable notice is provided;
• the substitute is suitable for the experience;
• the substitute accepts these terms;
• required health, dietary and emergency information is supplied;
• the venue and relevant suppliers permit the change; and
• reasonable costs caused by the change are paid.

A name change cannot be guaranteed for flights, package travel, non-transferable rooms, tickets or supplier services.

18. Moving a Booking to Another Date

A request to transfer to another date or experience will be considered but is not automatically guaranteed.

A transfer depends on:

• the notice provided;
• availability on the replacement date;
• whether costs have already been committed;
• whether suppliers allow the change; and
• the suitability and price of the replacement experience.

Where a transfer is accepted, payments may be moved to the new booking after deducting unavoidable costs caused by the change.

The replacement booking will be subject to the price, terms and availability applying to that experience.

19. Illness and Personal Circumstances

Illness, injury, family circumstances, transport problems and other personal events do not automatically create a right to a full refund where the contracted service remains available.

We will nevertheless consider whether:

• a substitute guest can attend;
• a transfer is reasonably possible;
• the place can be resold;
• a supplier provides a refund or credit; or
• a reasonable goodwill solution is appropriate.

Guests are strongly encouraged to obtain suitable cancellation and travel insurance.

A goodwill decision does not create an automatic entitlement in another case.

20. Failure to Attend, Late Arrival or Early Departure

A guest who does not attend, arrives late or leaves early is not normally entitled to a refund for services that remained reserved and available.

Contact us as soon as possible if a delay or attendance problem arises. We will provide reasonable practical assistance where possible but cannot guarantee that missed sessions, meals, treatments or transport can be rearranged.

21. Cancellation by Retreat Into Wellness

We may cancel an experience where it cannot reasonably proceed, including because of:

• insufficient bookings;
• unexpected venue closure or unavailability;
• serious illness or incapacity of an essential host or practitioner;
• safety concerns;
• supplier failure;
• government restrictions; or
• circumstances beyond reasonable control.

We will not cancel merely to resell the same service at a higher price.

Where we cancel the contracted service and no suitable alternative is accepted, payments received for the cancelled service will be refunded.

This section does not reduce any additional rights applying to a regulated travel package.

22. Independent Travel and Other Arrangements

For UK retreats, guests should avoid making unnecessary non-refundable independent arrangements until the retreat has been confirmed as proceeding.

Subject to applicable law, Retreat Into Wellness is not responsible for the cost of flights, rail travel, airport parking, separate hotels or other services that a guest chose to book independently and which were not part of the Retreat Into Wellness contract.

Guests should use flexible arrangements and appropriate insurance where possible.

23. Reasonable Changes Made by Us

We may make reasonable changes that do not significantly reduce the overall nature or value of the experience.

This may include changing:

• the order or timing of sessions;
• an instructor, therapist or host;
• a menu item;
• an activity because of weather or safety;
• a bedroom allocation within the confirmed booking type;
• an excursion or treatment time; or
• a venue to a reasonably comparable alternative where necessary.

We will explain significant changes as soon as reasonably possible.

Where a change is significant, the options may include accepting the change, accepting a suitable alternative or cancelling with an appropriate refund, depending on the circumstances and applicable law.

24. Circumstances Beyond Reasonable Control

Circumstances beyond reasonable control may include:

• severe weather or natural disaster;
• epidemic or serious public-health event;
• government restrictions;
• terrorism, war or civil disturbance;
• industrial action;
• major transport disruption;
• utility or infrastructure failure;
• unexpected closure of a venue; or
• another event that could not reasonably have been prevented.

We will take reasonable steps to reduce disruption and provide information about available options.

Nothing in this section removes a statutory refund, package travel or consumer right.

25. Accommodation and Room Arrangements

Residential retreat prices may differ depending on room type, occupancy and whether a guest is sharing.

Guests must check whether their confirmed price is based on:

• sole occupancy;
• sharing a twin room;
• sharing a double room with a named companion;
• a particular room category; or
• another expressly agreed arrangement.

A sharing discount may be removed or recalculated where the other guest cancels and the remaining guest chooses to retain sole use, provided the revised arrangement and price are explained and agreed.

Specific room requests will be considered but are not guaranteed unless confirmed in writing as part of the contract.

26. Dietary Requirements and Allergies

Guests must disclose allergies, intolerances and essential dietary requirements before booking and reconfirm them when requested.

We will pass relevant information to the venue or caterer and seek reasonable accommodation.

We cannot guarantee a completely allergen-free environment where food is prepared or served in shared kitchens or facilities.

Guests with a serious allergy remain responsible for:

• carrying prescribed medication;
• understanding how and when to use it;
• informing the hosts of emergency arrangements; and
• checking food where they remain uncertain.

27. Health, Pregnancy, Disability and Mobility

Before booking, guests must disclose relevant information about:

• health conditions;
• pregnancy;
• recent surgery or injury;
• allergies;
• disability or mobility requirements;
• medication issues relevant to participation; and
• any concern about the suitability of an activity or treatment.

Information is requested only where reasonably relevant to safe participation, venue accessibility, catering, reasonable adjustments or emergency planning.

We will consider reasonable adjustments and discuss available options. Not every third-party venue or activity can meet every individual requirement.

Where reasonably necessary, a guest may be asked to obtain advice or confirmation from an appropriately qualified healthcare professional.

28. Participation in Activities

Guests should:

• work within their own ability;
• follow reasonable safety instructions;
• inform the instructor of relevant limitations;
• stop if they experience pain, dizziness, breathing difficulty or distress; and
• seek appropriate medical advice where uncertain about suitability.

Participation in a particular activity is voluntary. A guest may pause or decline an activity.

Choosing not to participate does not automatically create a right to a refund where the wider booked experience remains available.

29. Treatments and Wellbeing Services

Massage, reflexology, meditation, yoga, relaxation, energy work and other wellbeing services are not substitutes for medical diagnosis, medical treatment, psychological therapy or emergency care.

A practitioner may adapt, postpone or decline a treatment where information provided indicates that it may be unsuitable or unsafe.

No particular physical, emotional, medical or spiritual result is guaranteed.

Please also read the Health and Wellness Disclaimer .

30. Guest Conduct

Guests must behave respectfully towards hosts, other guests, practitioners, venue staff and suppliers.

Serious unacceptable conduct includes:

• violence or threats;
• harassment or discriminatory behaviour;
• dangerous intoxication;
• illegal drug use;
• deliberate damage;
• serious disruption of the group;
• illegal activity; or
• refusal to follow reasonable safety instructions.

Where conduct creates a serious risk or disruption, the guest may be required to leave.

No refund will normally be due for services lost because of that guest’s serious misconduct. The guest may also be responsible for direct damage or reasonable costs they cause.

31. Personal Property and Damage

Guests remain responsible for their luggage, money, jewellery, devices and other belongings.

Valuables should not be left unattended. Any storage or safe provided by a venue is used subject to the venue’s arrangements.

Guests may be charged the reasonable cost of repairing or replacing property that they deliberately or negligently damage, subject to evidence of the loss.

32. Photography and Video

Accepting these Booking Terms does not automatically give Retreat Into Wellness permission to use a recognisable guest’s image for marketing.

Where photography or video is intended for promotional use, consent will be requested separately.

A guest may decline marketing photography without losing their booking.

Guests should also respect the privacy of other people and obtain permission before publishing recognisable photographs or personal information about them.

33. Insurance

Guests are strongly advised to obtain appropriate insurance covering:

• illness and cancellation;
• personal belongings;
• travel disruption;
• medical treatment where travelling abroad; and
• the activities included in the booking.

Suitable travel insurance may be made a condition of a European retreat.

The guest is responsible for checking the terms, exclusions and level of cover provided by their chosen policy.

34. Independent Venues and Suppliers

Retreats and experiences may involve independent venues, caterers, accommodation providers, practitioners, instructors or transport providers.

We will use reasonable care when arranging suppliers and will remain responsible to the extent required by the contract and applicable consumer law.

Guests must also follow reasonable venue and supplier rules that were provided or made available to them.

35. Our Responsibility

Retreat Into Wellness will provide its services with reasonable care and skill.

Nothing in these terms excludes or limits responsibility for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• deliberate wrongdoing;
• breach of statutory consumer rights;
• responsibility under applicable package-travel law; or
• any responsibility that cannot legally be excluded or limited.

Subject to those protections, we are not responsible for:

• loss caused by materially inaccurate information supplied by a guest;
• loss caused by a guest ignoring clear safety instructions;
• independent services that were not part of our contract;
• business or commercial losses arising from a consumer booking; or
• loss that was not reasonably foreseeable when the contract was made.

36. Problems During a Retreat or Experience

Tell Michael, Stephanie or the relevant host promptly if a problem arises.

Early notification gives us a reasonable opportunity to investigate and, where possible, correct the problem while the experience is still taking place.

A guest should not wait until after the event where the issue could reasonably have been resolved at the time.

37. Complaints After the Service

A written complaint should normally be sent within 28 days after the service, where reasonably possible.

Include:

• the booking details;
• a clear description of the concern;
• the people already informed;
• relevant supporting information; and
• the outcome requested.

Complaints will be handled in accordance with our Complaints Policy.

38. Personal Information

Personal information is handled in accordance with our Privacy Notice.

Relevant health, dietary and accessibility information may be shared with a venue, caterer, practitioner or emergency service where reasonably necessary for the booking, safety or requested adjustment.

39. Changes to These Terms

These terms may be updated for future bookings.

The version applying to a confirmed booking will normally be the version supplied or made available when that booking was accepted, together with any agreed event-specific terms.

We will not retrospectively change a confirmed customer’s essential rights merely by updating this website page.

40. Severability

If a court or competent authority finds one part of these terms unlawful or unenforceable, the remaining provisions will continue to apply.

The affected wording will apply only to the extent that it remains lawful and enforceable.

41. Third-Party Rights

Unless expressly stated otherwise, a person who is not a party to the booking contract has no independent right to enforce these terms, except where legislation provides otherwise.

42. Governing Law and Courts

These terms and bookings made under them are governed by the law of England and Wales.

A consumer living elsewhere in the United Kingdom may also have the benefit of mandatory consumer protections applying where they live and may be entitled to bring proceedings in their local courts.