Booking terms & conditions

Online booking terms & Conditions

By confirming your purchase, you agree that all information provided is true & correct. You accept we will act in your best interest and therefore will not be held liable for any unexpected outcomes.

Hot Springs Booking policy

All bookings are subject to availability and must be paid for in full at the time of booking. All prices are shown in Australian Dollars. Payment of your booking is deemed to be acknowledgement of the booking terms and conditions.  All tickets purchased are valid for the date and time stated on your confirmation. Tickets are valid for a single entry only.  Deep Blue Hot Springs has the right to change prices of products and services without notice. All pre-booked products and services that have been paid in full will be honoured at the original booked price.

1. Deep Blue Hot Springs will be open all year round and no refunds will be given for adverse and/or inclement weather conditions except for lightning. If the session is cancelled due to lighting, you will be offered the option to re-book the session at another date or offered a gift voucher or refund that reflects the dollar value of the percentage of the missed session.  
2. If running late we recommend you call our reservation team on (03) 5559 2050 we will be able to hold your reservation. If we have not heard from you and are unable to contact you, your tickets will be cancelled after a period of 2 hours.
3. The number of entries to Deep Blue Hot Springs is capped to prevent overcrowding. Pre-purchased entries will have first preference. Should the sanctuary reach capacity no further entries will be permitted.

1. Tickets purchased on-line will be emailed a confirmation upon purchase. It is your responsibility to contact our reservations team if this is not received.

Cancellation policy:

A 24 hour cancellation policy applies to all bookings made direct either online, via phone or in person. If you cancel a booking within 24 hours of your expected arrival, we reserve the right to charge a cancellation fee up to 100% of the total booking value. If you require a change or cancellation of your booking, please contact customer service on 03 5559 2050.  Please note bookings made via a booking agent or third-party websites may attract a minimum of 7 days cancellation policy (please refer to their cancellation policy). If a date or time change is required, we will endeavour to accommodate your needs as best we can, however changes are subject to availability and if we are not able to accommodate your requested change due to no availability, you may need to cancel the booking and our cancellation policy would apply in this circumstance. 

If a session is cancelled due to a weather event, a refund is at the discretion of management. Our staff will offer to

1. Rebook the session at another date.
2. Issue a gift voucher that reflects the dollar value of the percentage of the session missed.
3. Process a refund that reflects the dollar value of the % of session missed if the above options are not possible.

Booking time / date changes

If you require an amendment to your existing booking, you will need to give more than 24 hours’ notice of any amendments this will also be dependent on availability.

If any purchases are made through a third-party website, please refer to their terms and conditions as they may differ from Deep Blue Hot Springs terms & conditions.

Conditions of entry and Hot Springs Sanctuary etiquette

• Please shower before entering pools.

• Bathing attire must be worn. We recommend you wear black or dark coloured swimwear to avoid discolouration which can occur due to the minerals present in the water.

• No bags, flotation devices, play equipment or goggles allowed in the Sanctuary.

• Talking on mobile phones is not permitted in the Sanctuary. If you choose to bring your phone to take photos, please ensure it is switched to silent and refrain from taking photos of any other person other than yourself or consenting friends or family. Please be respectful of the privacy of other guests.

• Please use steps, hand and guide rails where provided.

• The twilight session is reserved for adult’s only ( ages 16+). We reserve the right to ask for photo identification upon arrival.  All ages 5 years and over are welcome to attend the daytime sessions.  Children aged under 16 years, must be accompanied by a parent or guardian age 18 years and over. Children under 5 years of age are not permitted in the Sanctuary.

• Persons aged 15 years and younger must be accompanied by a parent or guardian aged 18+ in the pool.

• No glassware, ceramic, or sharp objects permitted in the Sanctuary.

• Stay hydrated – Reusable water bottles (non-glass) can be replenished at drinking stations provided complimentary.

• Food or beverages other than water are not permitted in the Sanctuary this also applies to items purchased in the Nourish Dome Café.

• No Running, Jumping or Diving. Unsafe behaviour is not permitted.

• No Lifeguard on duty.

• No animals, except for accredited guide and assistance dogs may enter the sanctuary. Accredited dogs must wear visible identification.

• Deep Blue Hot Springs has a no smoking policy. No smoking is permitted inside the sanctuary. This includes vapes & sheesha/hookah.

• Please use the single stall cubicles provided for changing before and after bathing.

• Towels and robes can be hired from the reception area, robes and towels remain the property of Deep Blue Hot Springs and need to be returned on completion of your visit.
• Lockers are available for hire. We will not be responsible for any loss of personal property.
• Changing into appropriate clothing/ swimwear should take place in the single stall cubicles provided.
• No alcohol or drugs of any type are permitted to be brought into the sanctuary. Guests under the influence of alcohol or drugs will not be admitted entry into the sanctuary.
• You must obey all warnings given by Deep Blue Hot Spring staff
• For safety reasons, pregnant women, guests with pre-existing health issues, casts or wounds may not be permitted to use the hot springs without medical consent.
• Any patron who has suffered from diarrhoea within the last 48hours must not use the sanctuary
• Pool Gate at the entry to the sanctuary must always be closed.
• Your image may be taken by surveillance equipment for security purposes.
• Tickets include single entry only and does not permit re-entry.

Deep Blue Hot Springs reserves the right to remove any guest from the sanctuary for inappropriate or offensive behaviour, stealing, unsocial language and not abiding by Sanctuary Etiquette.

We the owners and operators of Deep Blue Hot Springs will not be liable for death, personal injury, property loss or damage arising from the use of the Sanctuary. Including the negligence of staff whilst you are on the premises.

Lost / forgotten property

Please notify staff immediately if you have lost or forgotten an item during your visit. While we will do our best to try to locate items, we cannot guarantee they’re retrieval. If found, item/s will be retained for a period of 1-month. After such time, If no contact is made by the owner to retrieve item/s, they will be donated to a local charity.  The Deep Blue cannot be held responsible for lost/ forgotten or stolen items.

Carers

A carer card will be accepted per one disability card holder. Carers are responsible for persons under their supervision.