T&Cs
Terms and conditions.
The general terms for booking a session and visiting us. Plain English, no surprises.
These terms apply whenever you book or buy anything from Balta Chill Ltd, and whenever you visit us. Please read them before you book. By booking, or by using the site, you agree to them.
The short version
- Sessions can be cancelled or moved up to 24 hours beforehand for a full refund.
- The sauna and cold plunges are for ages 16 and over, or 10 and over for a private group with the full Sauna Hub to themselves.
- Everyone completes a health declaration before their first session.
- Prices include VAT. The price you see is the price you pay.
- You are welcome to have a drink with us, but not in the sauna or the plunges.
- Our staff can refuse or end a session if it would not be safe to carry on.
1. These terms, and our other policies
Alongside these general terms we have four other documents. They cover different things and are all worth a read:
- our health and safety policy, which sets out the rules for using the sauna and cold plunges;
- our membership terms, which apply to monthly memberships;
- our gift card terms, which apply to buying and spending gift cards; and
- our privacy and cookie notice, which explains what we do with your personal information.
If anything in those documents conflicts with these general terms, the specific document wins for the thing it covers: the membership terms for membership questions, the gift card terms for gift card questions, and the health and safety policy for safety questions.
2. Booking a session
You can book through our booking system, and a booking is confirmed once we have taken payment and sent you a confirmation. Until then, we have not accepted it.
Community sessions run Thursday to Sunday, with start times every 30 minutes. Monday to Wednesday the site is normally reserved for private events. Our current opening hours are on the visiting us page.
We cap community sessions at 15 people, and they are mixed gender unless we say otherwise when you book. Walk-ins are welcome whenever we have room, but booking ahead is the only way to be sure of a space.
If you arrive late you are still very welcome to join, but your session will finish at its original time, so you will have less time in the sauna. Please arrive with enough time to check in and get changed.
If you have any access requirements, please email us before booking and we will talk you through the site, the changing facilities and the route to the saunas so you know what to expect.
3. Prices and payment
All prices include VAT at the current rate. Our VAT number is GB505723017. The price shown when you book is the price you pay.
Peak and off-peak pricing applies to single sessions. Session pack and membership sessions can be used at any time we are open, peak or off-peak, subject to availability.
We may change our prices from time to time. A change never affects a booking you have already paid for.
4. Changing or cancelling
| What you booked | How to change or cancel it |
|---|---|
| A single session | Cancel or move it up to 24 hours before it starts for a full refund. Less than 24 hours, or a no-show, and the session is treated as used. |
| A session pack | Sessions are valid for a year from purchase and can be shared. Individual bookings made using a pack follow the 24-hour rule above. |
| A membership | Cancel before your next payment date. Member sessions follow the same 24-hour rule. See our membership terms for the full detail. |
| Private hire | Your deposit, balance and cancellation terms are set out in your booking confirmation, and shared with you before any money changes hands. |
If we cancel or move your session - because of the weather, a problem on site, or anything else - we will contact everyone booked in and offer you a session at another time or a full refund, whichever you prefer.
Where you have a legal right to change your mind about something you bought online, you have 14 days from purchase to do so. That right does not apply once a session has been used, and it does not apply to a booking for a specific date once that date has passed. Nothing here affects your statutory rights.
5. Session packs and gift cards
Session packs are valid for one year from the day you buy them, and you are welcome to share them with someone else. Each pack session covers a 90-minute visit, and a three-hour session uses two. Unused sessions expire at the end of the year and are not refundable or exchangeable for cash.
Gift cards can be spent on sessions, session packs, memberships, events and private hire, and are valid for 12 months from the day they are bought. They cannot be exchanged for cash. Our gift card terms have the full detail.
6. Memberships
Memberships renew monthly, have no minimum term, and can be paused or cancelled at any time before your next payment. Sessions and guest passes reset on the first day of each calendar month and do not roll over.
Memberships are personal to you and cannot be shared or transferred. Full details are in our membership terms, which apply in addition to these terms.
7. Private hire and group bookings
A deposit secures your date, and the balance is due before the day. The exact schedule, along with full cancellation and rescheduling terms, is set out in your booking confirmation and shared with you before any money changes hands.
Give us a rough headcount when you enquire and confirm your final number a week before. Single Sauna hire takes up to 8 people, Sauna Hub hire up to 30, and the whole venue holds 50.
If you book for a group, you are responsible for sharing our safety rules with everyone attending before they take part. Every person in the group is still responsible for deciding whether sauna and cold-plunge use is right for them, and for following staff instructions.
Decorations like bunting and banners are welcome. Please no confetti, glitter, or anything else that ends up in the plunge water. There is no kitchen on site, so bring a caterer for a whole-venue booking or we will point you to somewhere nearby.
8. Age, health and safety
The sauna and cold plunges are for ages 16 and over. Where a group has hired the full Sauna Hub or the whole venue, the minimum age is 10. Anyone under 18 must have a parent or guardian's permission. The bar and café are open to all ages during opening hours.
Everyone completes a short health declaration before using the sauna or cold plunges, and confirms that they have read our safety rules. Please seek medical advice before booking if you are pregnant, have a relevant health condition, have recently had surgery or an injury, or have any doubt about whether sauna or cold-plunge use is suitable for you. Our staff cannot give medical advice.
While you are here, please follow all safety signs and staff instructions, and the rules in our health and safety policy - including the 20-minute limit on each sauna round, showering before a plunge, and staying out of the plunges if you have been unwell. Stop straight away and tell a member of staff if you feel unwell at any point.
9. Alcohol
We are licensed, and you are welcome to have a drink before, during or after your session. Alcohol is served to over-18s only, we operate Challenge 25, and last drinks are called at 8.30pm.
No alcohol may be taken into the sauna or consumed in a cold plunge. We are licensed, so all alcohol must be bought from our bar - please do not bring your own onto the site. Please do not use the sauna or plunges if you are intoxicated or otherwise impaired. Our staff may refuse to serve you, or stop you taking part, where it would not be safe or lawful to do otherwise.
10. Behaviour, and when we can end a session
Please treat our staff, our other customers and the place itself with respect. Keep phones out of the saunas and be considerate with them elsewhere.
We may refuse entry, end a session or ask you to leave without a refund if you breach these terms or our safety rules, behave in a way that is unsafe, disruptive, threatening or inappropriate, or if we reasonably believe you are unable to take part safely. Where we can, we will give you a warning first.
11. Your belongings
Lockers and locks are provided in the changing area, and we would encourage you to use them or to leave valuables at home or in your car. Please take your things with you when you leave.
We are not responsible for loss or damage to your belongings unless it is caused by our negligence or our failure to meet our legal obligations.
12. Changes to sessions and facilities
Our saunas are wood-fired, so the heat varies through a session - that is part of the fun. From time to time a sauna, plunge or other facility may be unavailable for maintenance or safety reasons, and our opening hours and timetable may change.
If something we planned is materially different on the day, or we have to close, we will tell you as soon as we can and offer you an alternative session or a refund.
13. Our responsibility to you
If we fail to meet these terms, we are responsible for loss or damage you suffer that is a foreseeable result of that failure. We are not responsible for loss or damage that is not foreseeable, or for business losses.
We do not exclude or limit our liability in any way where it would be unlawful to do so. That includes liability for death or personal injury caused by our negligence, for fraud, and for anything else that cannot lawfully be excluded or restricted.
Nothing in these terms affects your statutory rights as a consumer.
14. If something goes wrong
Please tell us. Speak to a member of staff while you are here, or email rachel@baltachill.co.uk and we will do our best to put it right.
15. Changes to these terms
We may update these terms from time to time. The terms that apply to your booking are the ones published when you booked. The date at the top shows when this page was last changed.
About us
Your contract is with:
Balta Chill Ltd
Company number: 16822304
VAT number: GB505723017
Trading address: Dene Farm, Wadhurst Road, Mark Cross, Crowborough, East Sussex TN6 3PD
Email: rachel@baltachill.co.uk
These terms are governed by the laws of England and Wales.