Terms & Conditions

Make the most of your time with us


Please call 01732 700700 or email shambala@heverhotel.co.uk. We advise booking as early as possible for specific timings to avoid disappointment, including use of our Spa facilities & Salt Room. The dual treatment room can be requested at the time of booking and is subject to availability. For non-resident bookings, we will require your contact telephone or mobile number. For treatments of over £50, a 50% non-refundable deposit will be required credit to make the booking. For non-residents group bookings, we will require the name and contact details of the group organiser. 50% non-refundable deposit shall be taken. For resident bookings (packages that include accommodation), we will require the name and contact details of the group organiser and 8 days prior to arrival the names of all guests. 50% non-refundable deposit shall be taken. Full payment is required 3 days prior to arrival. CANCELLATION Individual and group (more than 4 people) Beauty treatment bookings: No show or cancellation made less than 24 hrs prior to treatments will result in loss of the non-refundable deposit, if applicable. Please be advised can cellations prior to 24hrs can transferred to a different booking time or date (subject to availability). Cancelled bookings can be moved/transferred once only. Non-resident individual and group Spa and massage.

Bookings: Notification of cancellation is required in advance of your appointment. If the cancellation has been made less than 72 hours prior to your appointment time a 100% can cellation fee will be applied. For cancellations prior to 72 hours, bookings can be transferred to a different booking time or date (subject to availability). Please be advised can cellations can only be moved/transferred once. In this instance, the cancellation will incur a loss of the 50% non-refundable deposit. Resident individual or group bookings that include accommodation From booking date to 2 weeks prior to the Event 50% 2 weeks to 72 hours prior to the event: 75% Less than 72 hours prior to arrival 100% Option to rebook within 21 days without any cancellation fee or loss of your non-refundable deposit. Option to rebook can only be taken once.



At the start of your spa experience you are required to complete a medical questionnaire. Before your treatments commence, it is important for us to know if you are pregnant or have undergone recent surgery. We also need to know about any medical issues you may have such as high blood pressure, heart conditions, varicose veins, allergies, or any other condition.
Shambala spa uses a wide range of products including nut-based massage oils, in case of severe nut allergy it is highly unadvisable to enter the spa. Let us know at the time of booking so that we can ensure that the treatments are appropriate for your requirements. All treatments are booked subject to medical status. Suitability of treatments will be reconfirmed on arrival at the spa. If you fail to notify us prior to your visit of pregnancy or a medical condition, we reserve the right to refuse to offer treatments and charge for the treatment time reserved. (Thermal bathing, Steam Bath and Sauna are not available to pregnant guests).


Our spa is only available to guests 16 years and over. TIMING We advise you to arrive 20 minutes ahead of time for every appointment allowing yourself the opportunity to change, complete your health questionnaire and relax prior to your treatment. If you are late, your treatment time may be shortened and the same treatment price will apply. To make the most of your treatment you are welcome to take time to relax and unwind in the relaxation areas.


For the use of the spa area, you may bring your own swimsuit and slippers. Robes, slippers and towels are provided on arrival (additional cost may apply for slippers and swimsuits). If you are having a treatment without accessing the spa area you will normally keep your underwear on or your therapist can provide you with disposable briefs if you prefer. Our therapists are professionally trained in proper draping techniques to ensure your privacy and comfort at all times. Shampoo, conditioner, shower gel and body lotion are available for you to use in our changing rooms. It is advisable to leave your jewellery and valuables in your room or at home.



A selection of complimentary herbal teas, juices and flavoured water are available in our Spa Lounge. For your comfort, Spa lunch menu items will be served in the Hever Stables Restaurant and snacks will be available in the spa lounge area. Alcohol is only permitted in the spa when served as part of a spa package. Please be advised glass is not permitted in our wet spa area



For courtesy to all our spa guests, we appreciate you leaving your mobile phone switched off in your locker, or in your room.
PURCHASING OUR PRODUCTS The products used during your treatments are available for purchase(subject to availability). To re-order your products, or to discuss your individual needs with a therapist, simply call 01732 700700 or email shambala@ heverhotel.co.uk.



We provide lockers and towels free of charge for guests enjoying our spa. Shampoo, conditioner, shower gel and body lotion are provided for guests – these can all be found in the changing rooms. Changing rooms will remain open for 30 minutes after the spa closes. Please ensure you return your robe to your room before departing, to avoid additional charges. Swimwear is to be worn in the wet area of our spa and dry swimwear or suitable underwear is to be worn during all treatments. We ask clients to consider and respect fellow guests and help maintain the peace and tranquillity of our spa & hotel. After you have enjoyed your experience, payment in full is required. Please ensure you have your preferred payment method with you.



47. The Site is governed by the laws of England.

48. If any provision of these terms are found to be invalid or unenforceable by a court of law, such invalidity or unenforceability will not affect the remainder of these terms.

49. These terms set out the entire agreement between you and The Company with respect to the subject matter. Nothing in this agreement constitutes either of us an agent, partner or employee of the other and neither party has a right or authority to bind the other party.



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