terms & conditions

General Terms and Conditions


Please note, prepayment is made at the time of your booking. Services cancelled without 48 hours’ notice will incur a 100% charge.

Peak Periods and Public Holidays

Variation of prices apply on public holidays. Prices may change without notice.

Gift Vouchers

Gift Vouchers sold through Hepburn Bathhouse & Spa are a product of the Hepburn Wellness Group. Your Gift Voucher is redeemable at Hepburn Bathhouse & Spa only. It can be redeemed for any treatment or packages of the same value, or you can upgrade by paying extra. International exchange rates may apply.

Please treat this Gift Voucher like cash as lost or stolen vouchers cannot be replaced. Gift Vouchers are not transferable for cash. Gift Vouchers are non-refundable. There are no limits on the number of transactions, the card cannot be topped up or reloaded and will expire in 3 years from the date of issue.

SPECIAL PROMOTIONS (like black Friday) These have very strict time limits (3) months and are not able to be used or extended beyond that time unlike our other gift vouchers.

A 100% charge will apply for all Bathhouse, Sanctuary and Spa Experience bookings cancelled with less than 48 hours’ notice. For accommodation guests, a 7 days cancellation period applies. Gift vouchers are non-refundable.

Please note: Treatments, Bathing, Accommodation & Package pricing is subject to change without notice. If this was to occur a balance will be payable at the time of booking.


A 100% charge will apply for all Bathhouse, Sanctuary and Spa Experience bookings cancelled with less than 48 hours’ notice.

Wheelchair accessibility

The Hepburn Bathhouse & Spa is wheelchair friendly with ease of access provided. Our main Bathhouse is wheelchair friendly, water wheelchair and ramp are onsite to be utilised. Please advise reception when booking based on your needs. Please note: Due to the natural terrain, villas and accommodation sites are not wheelchair accessible.

General Accommodation Terms and Conditions

General Information

You are entitled to one car parking space for the duration of your stay – Please park in your Villas allocated space. Should you have visitors during the day, additional car parking spaces may be available within the Hepburn Bathhouse & Spa car park directly across the road.

Balcony doors will be locked when you enter your villa. Please make sure you unlock these before spending time on your balcony as this may result in enjoying an extended stay on your deck as doors may lock automatically behind you.

Please note: Villa allocations are subject to change.

Accommodation Cancellation Policy

Please be aware that if you can no longer make your stay we do require notice of cancellation 7 days prior to your booking date. Cancellations made within this time will incur a full fee and our terms and conditions apply. 

Pre-Authorisation / Security Bond

a. A credit card pre-authorisation of $250 is required on check-in. This will be held on the card as a ‘pending’ transaction for a period of up to 7 days (“holding period”), depending on your card issuer.

During the holding period, these funds cannot be accessed. If no charges are brought against the pre-authorisation in this time, the pending transaction will automatically expire and the funds will be released.

b. If a credit card is unavailable for pre-authorisation a cash security bond will be required instead.

Cash security bonds will be returned by bank transfer or cheque refund 7-10 days after vacating the property.

c. Hepburn Bathhouse & Spa in conjunction with Hepburn Spa Retreat & Hepburn Springs Escape reserves the right to debit the credit card provided as pre-authorisation, or withhold funds from the cash security bond, for any fees incurred during your stay including, but not limited to, additional cleaning, excess rubbish removal, extra bedrooms occupied, extended stays, late checkouts, smoking in a property, lost keys & any additional locksmith fees, unnecessary maintenance attendance, repairs or damage to property.

Additional Charges

Villas must be left in a relatively clean and tidy condition on departure, rubbish in bins provided and dishes are to be washed up and put away to avoid additional cleaning charges.

The Hepburn Spa Retreat & Hepburn Springs Escape has multiple Villa’s that can accommodate additional guests on a sofa bed. These Villa’s are available on request and will incur an additional charge of $45.00 per night. It is the responsibility of the person making the booking to ensure staff are notified of the requests for the additional sofa.

Twin Bedding

Twin bed configuration is available in your accommodation with a $45 surcharge. Please inform reception prior to your arrival if you would like this set up.


The Hepburn Spa Retreat is a non-smoking property. Where management determines the presence of smoking residue in any villa, a $250 additional cleaning charge will be applied to the pre-authorised credit card to cover costs of dry-cleaning of curtains, furnishing, etc.

Ashtrays are supplied for guest use in external areas only.

Mini Bar

A mini bar service is provided at additional cost to guests. Your credit card authorisation is held against any charges to mini bar and will be charged within 7 days of your departure.

Eviction Notice

Hepburn Spa Retreat reserves the right to evict any person(s) from the premises immediately and without notice or refund for any disturbances or unruly behaviour causing disruption to other guests.

Hepburn Spa Retreats also reserves the right to charge guest(s) for all damages and breakages, missing items, late departure, extra cleaning, and unpaid expenses. Any additional charges will be debited from the credit card provided as pre-authorisation.

Only the designated persons on check-in are permitted to stay in the villas. Any additions to this may be charged the average nightly rate for the duration of the booking and all occupants may be required to leave the premises.

We will not be responsible for any interpretation or misunderstanding about the premises booked and our cancellation policy will apply.

No Party Policy

Hepburn Spa Retreats are a Romantic Getaway Complex for Couples and not suitable for families with young children or party groups.

We respect all guests in house and ask all other guests to do the same with noise levels.

Our No Party Policy means you will be asked to leave the property if a disturbance is affecting other guests in the property.


As villas are self-contained, they are not generally serviced daily. A mid-week service is provided for bookings of 7 nights or more.

Check In / Check Out

Check-in: from 3:00pm on the day of arrival.
Check-out: by 11:00am on the day of departure.

Reception Hours

Monday to Thursday – 9am to 7:00pm / Friday – 9am to 9pm / Saturday – 9am to 9pm / Sunday – 9am to 7pm. Guests checking into Hepburn Spa Retreat & Hepburn Springs Escape outside Reception hours please advise the Hepburn Bathhouse & Spa team, we will then be able to advise the procedure of access and assistance for after hours.


We strongly recommend travel insurance should any stay need to be altered or cancelled before, during or following arrival for any reason or circumstances including natural events.

What to expect

Open every day of the year except Christmas Day & Good Friday.

On Public Holidays, School Holidays and during peak trading periods our peak prices apply. Prices subject to change without notice.

Hepburn Bathhouse

Mon to Thu: 9:00AM – 7:00PM

Fri & Sat: 9:00AM – 9:00PM

Sun: 9:00AM – 7:00PM

The Pavilion

Mon to Fri 11:00AM – 3:00PM
Sat & Sun 10:00AM – 5:00PM

Please Note: All facilities are closed Christmas Day and Good Friday.