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Club Terms and Conditions and Cancellation Policy

GIFT VOUCHERS

The maximum individual Gift voucher limit is £250. More than one voucher can be purchase at any one time.  Please note that No change or refund will be given, however if the remaining balance is in excess of £10 the balance will remain on the voucher until the stated expiry date. Any balance remaining after the gift voucher expiry date is Not Refundable.

Any gift vouchers issued are valid for a period of 12 Months from the point of purchase, after which they expire and cannot be extended, any balance remaining will be deducted.

Gift vouchers are redeemable at The Gainsborough Health Club and Spa (Suffolk) in full or part payment for:

• Spa Packages
• Treatments
• Merchandise (excluding Food and Beverage Items)

Please note that Gift Vouchers cannot be redeemed via online purchases. 

To redeem gift vouchers, treatments and or services must be booked in advance of attendance and the gift voucher code must be quoted at the time of booking.

Gift Vouchers are Not redeemable against Health & Leisure Club Membership

The Gainsborough Health Club and Spa cannot be held liable for Gift Vouchers, once issued, which are subsequently lost, stolen or damaged. The Gainsborough Health Club and Spa is not responsible for any unauthorised use of these Gift Voucher.

For Gift Voucher enquiries please call 01787 279009.

Gift Vouchers cannot be returned or refunded, except in accordance with your legal rights.

Please ensure that you bring your redeemable gift voucher to the resort to present on arrival. Non presentation of voucher will necessitate a charge being made until the voucher is presented.

If full or part payment for your visit is by a gift voucher this will become void if you fail to arrive. All other cancellation charges are shown under ‘Cancellations’, except that a refund cannot be made against a gift voucher.

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SPA RESERVATIONS

Full payment is required on all bookings

No refund will be given for early departure unless caused by significant acts of negligence on the part of the Company or its employees.

Please note if booking a promotion or a discounted rate, no further discounts or offers can be applied. 

All Inclusive treatments are 25 or 50 minutes depending on the package booked, confirmation of this can be found on your booking confirmation.

All Cancellation charges are shown under ‘Cancellations’, except that a refund cannot be made against a gift voucher is used to purchase a reservation.

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GROUP BOOKINGS & EXCLUSIVE USE OF THE SPA

Full payment is required on all Group and Exclusive Use bookings

No refund will be given for early departure unless caused by significant acts of negligence on the part of the Company or its employees.

Please note if booking a promotion or a discounted rate, no further discounts or offers can be applied. 

Due to the nature and impact of Group and Exclusive Use Booking Cancellations the following Cancelation policy applies:

Cancelations in relation to group bookings, must be received no later than 16 days prior to the arrival date to be considered. The Gainsborough Health Club and Spa will apply the following charges for cancellations / amendments:

• Cancellation within 15 days of arrival date: Full loss of payment per person
• Cancellation between 16 and 30 days of arrival date: 50% loss of payment per person
• Cancellation of more than 30 days before arrival date: £10 Administration Fee will be charged per person.
• Alterations to bookings within 10 days of arrival: £5 Administration Fee will be charged per person
• Non arrival without notice: Full loss of payment per person
• Cancellation of additional treatments within 15 Days: 50% of cost of treatment per person will be charged

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CANCELLATIONS

All cancellations must be made via email to [email protected]

In the event that an Incorrect Booking is made with The Gainsborough Health Club and Spa (Suffolk) the following cancelation charges / amendments will also apply.

Cancellations must be received no later than 7 days prior to the arrival date to be considered. If you have made your Spa Day booking with in the 7 day time frame then a refund will not be possible if you cancel.  The Company will apply the following charges for cancellations / amendments:

• Cancellation within 7 days of arrival date: Full loss of payment per person
• Cancellation between 7 and 30 days of arrival date: 50% loss of payment per person
• Cancellation of more than 30 days before arrival date: £10 Administration Fee will be charged per person.
• Alterations to bookings within 10 days of arrival: £5 Administration Fee will be charged per person
• Non arrival without notice: Full loss of payment per person
• Cancellation of additional treatments within 48 hours: 50% of cost of treatment per person will be charged

Food cancellation policy - Please be aware if you cancel for any reason within 48 hours of your appointment and you ordered food, you will be charged in full due to the food is supplied by outside contractors, thank you for your co-operation.

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SPECIAL OFFERS / SPA & TREATMENT PACKAGES

All spa & treatment packages including special offers are subject to availability. The Gainsborough Health Club and Spa (Suffolk) reserves the right to withdraw spa & treatment packages and offers at any time.

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MECHANICAL / ELECTRICAL BREAKDOWNS

Any mechanical or electrical breakdowns that occur on the premises are usually beyond our control, although we will try to repair any such fault as soon as possible. No refunds will be given unless any such breakdown is due to the negligence of the Company or its employees.

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VALUABLES

No responsibility can be accepted by the The Gainsborough Health Club and Spa for the safety of money or valuables of any kind brought to the resort. Should you wish to bring valuable items it is essential they are covered by your own insurance. The Company will not be liable, under any circumstances whatsoever, for damage, injury or consequential loss, however caused, to our guests and members, their property and belongings unless it is solely due to negligence of the Company or its employees.

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HEALTH & WELLBEING

Your health and well-being is our paramount concern. We feel that you are the best person to be in control of your health. We ask that you seek professional medical advice about any conditions or concerns you have and act appropriately on this advice, even if it means not undertaking exercise or  a treatment. We ask that you let us know if you feel unwell for any reason whilst on our premises to ensure that we can help. We request that you read and take on board any instructions information or notifications about use of equipment or the contraindications for specific treatments.

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COMPLAINTS

All complaints need to be raised via Email and or in writing within 5 days of your experience with us at The Gainsborough Health Club and Spa.

Complaints should be addressed for the attention of the General Manager and sent to:

Email: [email protected] or

• The Gainsborough Health Club and Spa
• Cavendish Road
• Cavendish
• CO10 8BW

We will endeavour to complete investigations into your complaint and provide a response within 5 working days of the receipt of your complaint.

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FORCE MAJEURE

The Gainsborough Health club and Spa cannot be held responsible for any circumstances beyond its control that may impact the ability to deliver services to its customers.

‘Force Majeure’ means any circumstances beyond the control of The Gainsborough Health Club and Spa including but not limited to acts of God, Fire, explosion, adverse weather conditions, flood, earthquake, failure of energy sources, terrorism, riot, civil commotion, war, hostilities, strikes, accidents, acts of government, lack of power, non-performance or delays by suppliers or material shortages.

The Gainsborough Health Club and Spa, in the event of such an event will make every effort to contact customers with as much notice as possible. If the delivery of services to customers is impacted every effort will be made to re-schedule these services.

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GENERAL

The Gainsborough Health Club and Spa reserves the right to amend these terms and conditions from time to time, if The Gainsborough Health Club and Spa considers it is reasonable and necessary in all the circumstances to do so. (e.g. to change the scope of services, notify of service withdrawal or amend general Terms and conditions). Any such change or action to be taken as a result will be notified to customers in advance of attendance.