Terms and conditions

Onsen Terms of Service

Last updated: 18 January, 2026

These Terms of Service govern your use of the facilities, services, and bookings at Onsen Group Pty Ltd trading as Onsen. By booking a session, entering our premises, or participating in any activities (including saunas, contrast therapy such as hot magnesium pools and cold plunges, and recovery treatments), you agree to be bound by these Terms. If you do not agree, do not book or enter our premises.

These Terms include important information about risks, waivers of liability, and your responsibilities. Please read them carefully.

1. Risk Acknowledgment & Assumption of Liability

• You acknowledge and assume all risks associated with your visit and participation, including but not limited to slips, trips, falls, exposure to extreme temperatures (hot or cold), dehydration, overheating, hypothermia, equipment malfunction, allergic reactions, and actions or negligence of other guests or staff.

• If you are pregnant, you acknowledge that Onsen facilities, including saunas, hot magnesium pools, cold plunges, and contrast therapy, may not be suitable and could pose risks such as overheating or uterine contractions. It is your sole responsibility to seek and obtain medical clearance from a qualified healthcare professional before participating.

• You confirm that you are in good health, have no pre-existing medical conditions (including but not limited to cardiovascular issues, respiratory conditions, diabetes, epilepsy, or sensitivities to heat/cold) that could be exacerbated by our services, and voluntarily assume all responsibility for your participation. If you have any such conditions, you must provide written medical clearance upon request.

• In the event of illness, injury, or emergency, Onsen may, at your expense, administer or arrange for emergency assistance (including first aid or calling emergency services), but we are not obligated to do so and accept no liability for any outcomes.

• You acknowledge that you have been informed of, and had the opportunity to review, all policies, procedures, safety guidelines, and facility rules. Safe use depends on following these strictly.

• To the extent permitted by law, Onsen excludes all liability for any personal injury, illness, loss, or damage arising from your participation.

2. Waiver & Release of Liability

• You hereby release, waive, and forever discharge Onsen, its directors, officers, employees, agents, affiliates, and contractors (collectively, "Onsen Group Pty Ltd and related entities") from any and all claims, demands, actions, liabilities, losses, or damages (including legal fees) arising out of or related to your participation in our services, whether caused by negligence or otherwise (except reckless conduct).

• You agree to indemnify and hold harmless the Onsen Group Pty Ltd and related entities against any claims, losses, or damages resulting from your breach of these Terms, including any injury to third parties caused by your actions.

3. General Conditions of Entry

• Entry and services are restricted to individuals aged 18 years and older.

• You must comply with all staff instructions, facility rules, and signage. Failure to do so may result in immediate removal from the premises without refund.

• Onsen reserves the right to refuse entry, cancel your booking, or terminate your session at our sole discretion, including for health, safety, or behavioural reasons, without liability or refund.

• By entering, you consent to security video surveillance in public and facility areas for safety and security purposes only. Footage is stored in accordance with our Privacy Policy.

• Promotional photos or videos may be taken in public areas. If you do not consent to being included, please notify staff in writing upon arrival or email info@onsensauna.com.au in advance.

4. Health & Safety Restrictions

• You acknowledge and agree that your participation in our services may involve responses that may elevate risks, including but not limited to shock responses, hyperventilation, increased heart rate/blood pressure, cardiac issues, respiratory changes, gasping or loss of breath control, cramps, muscle spasms, or panic attacks, hypothermia, or overheating from prolonged exposure, allergic reactions to magnesium or other additives.

• You must not use the facilities if you have or suspect:

• Cardiovascular/heart conditions, high blood pressure, or circulatory issues.

• Respiratory conditions (e.g., asthma, COPD).

• Chronic conditions (e.g., diabetes, epilepsy, neuropathy, MS, lupus, Parkinson's).

• Recent surgeries, injuries, or joint issues (within 12 months).

• Pregnancy or recent post-partum status.

• Infectious diseases, fevers, flu/cold symptoms, or open wounds.

• History of fainting, seizures, heat/cold insensitivity, or substance use (alcohol/drugs within 12 hours).

• Severe allergies, haemophilia, or medications affecting temperature regulation.

• By booking, you confirm your understanding of these risks and that you meet all eligibility criteria. Onsen may require proof of medical clearance at any time.

5. Booking & Cancellation Policy

• All bookings are subject to availability and must be made via our booking platform at onsensauna.com.au. We may require you to create an account and make a booking through a third party provider as part of the onboarding process.

• Cancellations: Cancellations within 4 hours of the session time will be charged 100% of the booking fee.

• Rescheduling: Rescheduling within 4 hours of the session time incurs no additional fees, subject to availability.

• No-Shows: Charged 100% of the booking fee.

• We reserve the right to charge a deposit or full payment upfront for bookings. Refunds are not provided except as required by law.

6. Membership Terms

• You may cancel anytime by emailing info@onsensauna.com.au with 14 days' notice.

• Suspensions require 72 hours' written notice and are permitted for a minimum of 1 week and a maximum of 8 weeks per year.

• We reserve the right to terminate memberships without cause, with pro-rata refunds where applicable.

• Late payments may result in suspension or termination; outstanding amounts may be referred to a debt collection agency, with you liable for associated costs.

7. General Terms

• These Terms are governed by the laws of South Australia and Australia. Any disputes will be resolved in the courts of South Australia.

• We may update these Terms at any time; continued use constitutes acceptance.

• For questions, contact us at info@onsensauna.com.au.

Acceptance: By booking or entering, I confirm I am at least 18 years old, have read and understood these Terms, acknowledge all risks, and agree to the waiver and release in Sections 1 and 2. I voluntarily assume all liability and indemnify Onsen as outlined.

Last updated: October, 2025.

1. Introduction

This Privacy Policy applies to the services offered by Onsen Group Pty Ltd (“we”, “us”, “our”).

We are committed to protecting your privacy and handling your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This policy explains how we collect, use, disclose, store, and protect your personal information (and, where applicable, sensitive information) and how you can access or correct that information.

This Privacy Policy applies to all Onsen services and venues within Australia, including our website, online booking platform, and email subscription service.

2. Statement of Commitment

We respect your privacy and your right to control how your personal information is collected and used. We take the trust you place in us seriously and will only handle your information as set out in this policy or as required by law.

By submitting personal information to us or by accessing our website or social media platforms, you consent to us collecting, using, and disclosing your personal information in the ways described in this Privacy Policy.

3. The Personal Information We Collect

The type of personal information we collect depends on how you interact with us.

This may include:

• Name and contact details (phone number, email address)

• Booking details (service type, date, time, preferences)

• Payment details (credit/debit card or bank information, where required for bookings)

• Emergency contact details (where applicable)

• Health or medical information relevant to your safe use of our sauna or recovery pool services (only with your consent)

• Information provided when you sign up to our email list or marketing communications

• Feedback, reviews, or survey responses

• Employment-related details if you apply for a job with us

• We may also collect photographs or video images taken at our venue for marketing or operational purposes (only with consent).

4. How We Collect Personal Information

We collect personal information directly from you, including when you:

• Make a booking online, by phone, or in person

• Subscribe to our email list or newsletter

• Visit our website or social media channels

• Participate in promotions, competitions, or surveys

• Communicate with us via email, phone, or social media

• Apply for employment

We may also collect information from:

• Third-party booking systems or payment processors

• Marketing platforms (e.g. email software)

• Your authorised representatives (e.g. for group bookings)

We will only collect personal information by lawful and fair means and only where necessary to deliver our services.

5. Sensitive Information

“Sensitive information” refers to health, wellness, or medical details you provide in relation to our sauna or recovery pool services.

This information will only be used:

• To assess your suitability or safety for certain treatments or facilities; and

• To deliver personalised, safe, and appropriate services.

• We will never use or disclose sensitive information for any other purpose without your explicit consent unless required by law.

6. Anonymity and Pseudonyms

Where lawful and practical, you may interact with us anonymously or using a pseudonym (for example, general enquiries). However, to make a booking or receive services, you will generally need to identify yourself.

7. How We Use Your Personal Information

We use your personal information for purposes including:

• To process and manage bookings and payments

• To provide the services you have requested

• To contact you about your booking, appointment, or account

• To manage our customer relationships and respond to enquiries

• To send service updates, promotions, or newsletters (if you have opted in)

• To improve our website, products, and services

• To comply with legal and regulatory obligations

• We may use de-identified information for reporting, analytics, or marketing purposes.

8. Disclosure of Personal Information

We may disclose personal information to:

• Payment processors and booking platforms

• Email and marketing service providers

• IT and website support providers

• Professional advisors (e.g. legal, accounting, insurance)

• Government authorities, if required by law

These third parties will only have access to the information necessary to perform their function and must not use it for any other purpose.

We do not sell or rent your personal information to third parties.

9. Direct Marketing and Your Consent

We may use your personal information to send you marketing communications about our services, offers, and events—but only if you have consented.

You can withdraw consent or unsubscribe at any time by clicking the unsubscribe link in our emails or contacting us directly at info@onsensauna.com.au.

10. Cookies and Web Tracking

We use cookies and analytics tools (such as Google Analytics) to enhance user experience and monitor website performance. These tools may collect non-identifiable information such as browser type, pages visited, and time spent on site.

You can manage or disable cookies in your browser settings, but doing so may affect website functionality.

By using our website, you consent to the processing of data by Google and other analytics providers in accordance with their privacy policies.

11. Storage and Security of Personal Information

We take all reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification, or disclosure.

Your data is stored securely on protected servers or in controlled facilities. We use encryption, restricted access, and other safeguards to protect your information.

We retain personal information only as long as necessary to fulfil its purpose or comply with legal obligations. When no longer needed, we securely destroy or de-identify it.

12. Access and Correction

You may request access to the personal information we hold about you, or ask that it be corrected or deleted if inaccurate, incomplete, or out of date.

Requests can be made by contacting us at info@onsensauna.com.au

We will respond within a reasonable timeframe and, where required, provide written reasons for any refusal in accordance with the Privacy Act.

13. Complaints and Contact Information

If you have a question, concern, or complaint about how your personal information has been handled, please contact us info@onsensauna.com.au

We will investigate and respond to your complaint promptly.

14. Updates to this Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or the law. Updates will be published on our website with a revised “last updated” date.