This page is a quick-reference summary of our cancellation and refund rules.

It does not replace, override, or add to our Terms & Conditions — the Terms & Conditions are the full legal policy that governs all bookings, cancellations, and refunds.

If anything on this page and the Terms & Conditions ever appear to conflict, the Terms & Conditions apply.

QUICK SUMMARY

• Public sessions — cancel or reschedule up to 24 hours before your session for a refund, credit, or reschedule.

• Private hire, corporate & event bookings — refund eligibility depends on how far out you cancel: 14+ days (refund/reschedule less costs incurred), 7–13 days (50% refund/reschedule), under 7 days (non-refundable).

• No-shows and late arrivals are non-refundable, for both public and private bookings.

• Weather, safety, or operational cancellations by us — always offered a reschedule, credit, or refund.

• Approved refunds are processed within 30 business days to your original payment method.

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Public Sauna Sessions

• Public sessions are shared, scheduled sauna experiences booked individually.

• Cancelling or rescheduling

• You may cancel or reschedule up to 24 hours before your session start time.

• If you cancel with 24+ hours' notice, you can choose a reschedule (via our online booking system), a booking credit, or a refund.

• Reschedule and refund requests inside the 24-hour window are not accepted — the booking system may not allow changes at this point.

• Late arrivals

• Late arrival may reduce your session time. No refund, credit, or extra time is given for time lost due to late arrival.

• No-shows

• No-shows are non-refundable and not eligible for a credit or reschedule.

• If we cancel your session

• If we need to cancel due to weather, fire restrictions, safety concerns, equipment issues, staff illness, site access issues, or insufficient bookings, you'll be offered a reschedule, booking credit, or refund.

• Refund requests must be sent to: info@dropsauna.nz

• For full details, refer to our Terms & Conditions.

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Private Hire Cancellation Policy

• Private hire gives you exclusive use of the sauna for an agreed hire period, and has its own cancellation policy — separate from public sessions — because it involves location setup, travel, staffing, and advance planning.

• Cancellations and changes must be requested by email to info@dropsauna.nz (not through the online booking system).

• 14 days or more before the hire date Refund or reschedule, less any non-refundable payment processing fees, preparation, travel, staffing, or site-visit costs already incurred.

• 7–13 days before the hire date 50% refund or reschedule, subject to availability.

• Less than 7 days before the hire date Non-refundable.

• No site access, unsafe site, incorrect location details, unsuitable access, or failure to meet site requirements Non-refundable, regardless of notice given.

• Changing your booking A request to change the date, time, location, guest numbers, duration, or service details may be treated as a cancellation if we can't reasonably accommodate the change. Approved reschedules are subject to availability, location suitability, staffing, and access requirements.

• If we cancel your hire If we cancel due to weather, fire restrictions, safety concerns, equipment issues, staff illness, vehicle issues, access issues, or other operational reasons, you'll be offered a reschedule, booking credit, or refund. We're not responsible for other costs you or third parties incur due to cancellation, postponement, or relocation, except where required by NZ law.

• Refund requests must be sent to: info@dropsauna.nz

• For full details, refer to our Terms & Conditions.

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Corporate & Event Bookings

• Unless otherwise agreed with you in writing, the private hire cancellation policy above applies to corporate hire and event bookings too.

• If we've already incurred planning, travel, staffing, permit, site-visit, or preparation costs for your event, these may be deducted from any refund.

• For full details, refer to our Terms & Conditions.

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When Refunds Are Not Provided
Regardless of booking type, no refund, credit, or reschedule is given where:

• a cancellation or reschedule request is made inside the applicable window (24 hours for public sessions; the tiered periods above for private hire);

• it's a no-show;

• late arrival reduces session time;

• entry is refused or a session is ended due to intoxication, impairment, unsafe behaviour, or breach of our Terms & Conditions;

• private hire cancellation is due to site access issues, an unsafe site, or incorrect location details provided by the customer.

For full details, refer to our Terms & Conditions.

Weather, Safety & Operational Cancellations

• We may cancel, postpone, relocate, or shorten a booking where necessary for safety or operational reasons — including high winds, heavy rain, flooding, extreme heat or cold, fire bans, unsafe ground conditions, equipment faults, vehicle issues, staff illness, site access problems, public safety concerns, or instructions from authorities.

• Where we cancel for these reasons, you'll always be offered a reschedule, booking credit, or refund.

• For full details, refer to our Terms & Conditions.

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Gift Vouchers

• Gift vouchers are valid for 36 months from purchase and are non-refundable, and cannot be exchanged for cash unless required by law. Bookings made using a gift voucher still follow the cancellation rules above based on booking type.

• For full details, refer to our Terms & Conditions.

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Refund Processing Time

• Approved refunds are processed within 30 business days to your original payment method. Actual timing to appear in your account may also depend on your bank or payment provider.

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Your Rights

• Nothing on this page or in our Terms & Conditions removes any rights you have under New Zealand law, including the Consumer Guarantees Act 1993 and Fair Trading Act 1986.

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How to Raise a Concern

• Complaints or disputes:

• email info@dropsauna.nz

See our Terms & Conditions for our complaints process.