Terms and Conditions

YOU Sauna Hitchin Limited

Effective date: 22 June 2026  |  Version 1.0

These Terms and Conditions (“Terms”) govern your access to and use of the facilities, services, classes, events, memberships, credit packs and online booking platform operated by YOU Sauna Hitchin Limited, a company incorporated in England and Wales with company number 16729493 and VAT registration number 502 1481 40, whose registered office is at First Floor, 28 Whitehorse Street, Baldock, Hertfordshire, SG7 6QQ, trading from 45 Knowl Piece, Wilbury Way, Hitchin, SG4 0TY (“YOU Sauna”, “we”, “us”, “our”).

By making a booking, purchasing a membership, credit pack or any other product, completing the Participant Waiver, accessing our website or entering our premises, you (“you”, “your”, the “Guest” or “Member”) confirm that you have read, understood and agreed to be legally bound by these Terms. If you do not agree, you must not book, purchase or enter the premises.

Nothing in these Terms affects your statutory rights as a consumer under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or any other applicable law that cannot be excluded by agreement.

1. Definitions and Interpretation

In these Terms, the following definitions apply: “Booking” means any reservation of a session, class, event or private hire slot made through the Booking Platform; “Booking Platform” means the third-party booking and membership management system operated by Go Kenko (or such other provider as we may use from time to time); “Credit” means a unit of bookable session time as further described in clause 11; “Member” means an individual holding an active membership with us; “Membership” means a recurring subscription product entitling the Member to a monthly allocation of Credits and other benefits; “Pack” means any standalone bundle of Credits purchased outside a Membership, including the Trial Pack; “Premises” means our facility at 45 Knowl Piece, Wilbury Way, Hitchin, SG4 0TY; “Waiver” means the Participant Waiver and Release of Liability that must be completed before your first visit; and “Website” means www.yousaunahitchin.co.uk.

Headings are for convenience only. References to clauses are to clauses of these Terms. Words importing the singular include the plural and vice versa. “Including” and “in particular” are illustrative and do not limit the generality of any preceding words.

2. About Us and How to Contact Us

YOU Sauna Hitchin Limited is registered in England and Wales. Our principal place of business and Premises is 45 Knowl Piece, Wilbury Way, Hitchin, SG4 0TY. Our VAT registration number is 502 1481 40.

You can contact us at info@yousaunahitchin.co.uk. Written notices required under these Terms must be sent to that address and will be deemed received within two (2) business days of dispatch.

3. Eligibility and Minimum Age

Access to the sauna and cold plunge is strictly limited to individuals aged eighteen (18) years or over. We do not admit minors under any circumstances, including when accompanied by a parent or guardian. We reserve the right to require photographic identification at any time and to refuse entry where age cannot be satisfactorily verified.

You confirm that you have the legal capacity to enter into a binding contract and that the personal information you provide on registration is accurate, current and complete.

4. Participant Waiver and Health Disclosure

Entry to sauna or cold-water facility is conditional on prior digital acceptance of the Waiver via the Booking Platform. The Waiver requires you to confirm that you are medically fit to use heat and cold exposure facilities and to disclose any relevant medical conditions, medications, pregnancy, recent surgery or other factors that may affect your ability to participate safely.

Use of our facilities involves inherent risks, including but not limited to dehydration, dizziness, fainting, burns, slips, falls, cardiovascular stress and adverse reactions to extreme temperature. By completing the Waiver and entering the Premises, you acknowledge and voluntarily assume those risks to the fullest extent permitted by law.

If your medical circumstances change, you must notify us before your next visit and, where appropriate, obtain medical clearance. Our staff are not medical professionals and cannot provide medical advice.

5. Account Registration

To use the Booking Platform you must register an account in your own name. You are responsible for keeping your login credentials confidential and for all activity carried out under your account. You must notify us immediately if you suspect unauthorised use.

Accounts are personal and non-transferable. You may not allow another person to use your account, book sessions on your behalf using your Credits (other than through the guest pass mechanism in clause 12) or share Membership benefits.

6. Bookings and Session Types

We currently offer two standard session lengths: the YOU Reset (45 minutes) and the YOU Restore (90 minutes). Other session formats, wellness classes, workshops, events and private hire may be made available from time to time, subject to their own additional terms notified to you at the point of booking.

Bookings are confirmed only when you receive an electronic confirmation from the Booking Platform. We may, at our reasonable discretion, refuse or cancel a Booking where there is a payment failure, suspected fraud, capacity limit, technical fault, scheduling change or breach of these Terms.

Capacity is limited. Sessions, classes and events are subject to availability and may be rescheduled or cancelled by us with reasonable notice. Where we cancel a Booking for reasons within our reasonable control and cannot offer an equivalent alternative, you will receive a refund of the price paid for that Booking or, at your election, a Credit of equivalent value.

7. Cancellation, Rescheduling and No-Shows

Bookings may be cancelled or rescheduled free of charge up to twelve (12) hours before the scheduled start time. Cancellations or reschedules requested within twelve (12) hours of the start time, and any failure to attend (“no-show”), will result in the forfeiture of the Credit, Pack credit or session fee for that Booking and no refund or replacement Credit will be issued.

This policy reflects the fact that sessions are reserved especially for you and the slot cannot be reallocated within the cancellation window. We encourage you to cancel as early as possible so that the space can be released to another Guest.

This clause does not limit your statutory cancellation rights under clause 16 in respect of online purchases of Memberships and Packs.

8. Late Arrival and Session Duration

Late entry is permitted at the discretion of staff, provided that doing so does not disrupt other Guests. Sessions end at the scheduled finish time regardless of arrival time, and no additional time will be added to compensate for late arrival. Where late arrival would compromise safe operation of the facility, we reserve the right to refuse entry; in such cases the session will be treated as a no-show under clause 7.

9. Memberships – General Terms

Memberships are personal subscription contracts between you and YOU Sauna. They run for a minimum initial term of one (1) calendar month from the start date and continue thereafter on a rolling monthly basis until cancelled in accordance with clause 9.3.

Membership fees are payable monthly in advance by automated card payment via the Booking Platform on the same date of each calendar month (the “Billing Date”). Fees are due and payable in full regardless of attendance during the relevant period, subject to the freeze provisions in clause 9.4.

To cancel an active Membership, you must give us not less than one (1) calendar month’s written notice by email to info@yousaunahitchin.co.uk. Cancellation will take effect from the next Billing Date falling at least one calendar month after we acknowledge receipt of your notice. Verbal cancellations are not accepted. We will confirm receipt of cancellation requests within two (2) business days.

You may request a temporary freeze (pause) of your Membership. Freezes are subject to management approval, are granted at our reasonable discretion, and are limited to a minimum of one (1) calendar month and a maximum of two (2) calendar months in any rolling twelve (12) month period. We will always consider genuine circumstances such as serious illness, injury or bereavement sympathetically.

We may suspend or terminate your Membership without refund, on written notice, where: (a) you commit a material breach of these Terms; (b) you breach the Code of Conduct in clause 19; (c) payment fails and remains unresolved more than seven (7) days after we notify you; or (d) your conduct, in our reasonable opinion, compromises the safety or wellbeing of staff or other Guests.

10. Membership Tiers

Memberships (Coming Soon) are offered at three Credit tiers, each renewed on the Billing Date:

•       Tier 1: 4 Credits per month

•       Tier 2: 8 Credits per month

•       Tier 3: 12 Credits per month

Founding Memberships, where offered, are subject to the additional terms and limited-availability conditions notified to you at the point of purchase. Once your Founding Membership is established, the price stated at the time of purchase will be honoured for the duration described in those additional terms, subject to clauses 14 and 25 (changes to these Terms).

11. Membership Credits, Rollover and Borrowing

Credits are the currency of your Membership (Coming Soon). One Credit equals one YOU Reset session (45 minutes); two Credits equal one YOU Restore session (90 minutes). Credits are deducted at the point of booking, not at the point of attendance, and are deducted in full for late cancellations and no-shows under clause 7.

Up to two (2) unused Credits will automatically roll over into the next billing cycle. Credits in excess of that cap are forfeited at the end of the cycle. Rolled-over Credits do not accumulate further: any rolled Credit that remains unused at the end of the following cycle is forfeited.

If your balance reaches zero, you may borrow up to one (1) Credit from your next billing cycle. The borrowed Credit will be deducted from your allocation on the next Billing Date. If your Membership lapses, is paused or is cancelled before the borrowed Credit is replenished, the value of the session will become immediately payable at the prevailing drop-in rate.

Members may book sessions up to five (5) days before the next Billing Date drawing on Credits from the upcoming cycle. Credits are personal to the named Member, non-transferable, non-refundable, may not be exchanged for cash or used towards Membership fees, and are forfeited in full on cancellation or termination of the Membership (including any rolled-over or borrowed Credits).

12. Guest Passes

Each Membership cycle includes one (1) complimentary guest pass entitling a guest to attend a single session alongside the Member at no additional charge. Guest passes are valid only within the cycle of issue, do not roll over, and cannot be exchanged for cash, Credits or any other benefit.

The guest must be aged eighteen (18) or over, must be accompanied by the Member throughout the session, and must complete the Waiver before entry. Guest passes are non-transferable and may not be sold, gifted or used independently of the Member.

13. Credit Packs and Trial Pack

The Intro Pack provides three(3)Credits and may be purchased more than once.

Each Intro Pack is valid for 30 days from the date of first visit. It is not a Membership and does not automatically renew.

The Founding Intro Pack is available in limited numbers and for a limited time during our soft launch. We may withdraw or replace this offer for future purchases at any time.

Standard Credit Packs provide a fixed number of Credits for use within the validity period stated at the time of purchase. Unused Credits expire automatically at the end of that period and cannot be extended, frozen or refunded except where required by law.

The Trial Pack is a one-time introductory offer for new Guests. It may be purchased once per person only. Eligibility is verified against your account, and attempting to purchase a second Trial Pack (including through a new or duplicate account) is a material breach of these Terms which entitles us to cancel the second Pack and any associated bookings without refund.

The Trial Pack’s thirty (30) day validity window begins on the date of your first visit. Credits expire as soon as they are exhausted or on expiry of the validity window, whichever is earlier. A maximum of one (1) session may be booked per day, no guest pass is included, and a no-show counts as a used Credit.

All Pack Credits are personal, non-transferable and non-refundable, may not be converted into Membership Credits and may not be exchanged for cash. We reserve the right to withdraw or modify any Pack offering at any time in respect of new purchases; existing valid Packs remain unaffected.

14. Pricing, Payment and Auto-Renewal

Prices for sessions, Memberships, Packs, classes, events and private hire are displayed on the Website or Booking Platform at the time of purchase. All prices are in pounds sterling and include VAT where applicable.

Payment is taken at the point of purchase. Membership fees are subsequently collected automatically on each Billing Date until the Membership is cancelled in accordance with clause 9.3. By purchasing a Membership you authorise us, via the Booking Platform and our payment processor, to charge your registered payment method on a recurring basis.

We may change our prices from time to time. Any change to recurring Membership fees will be notified to you in writing not less than thirty (30) days before the change takes effect. If you do not wish to accept a price change, you may cancel your Membership before the change takes effect in accordance with clause 9.3. This does not apply to a Founding Membership where the applicable Founding rate has been expressly guaranteed for so long as the Membership remains continuously active.

If a payment fails, we will attempt to take payment again and may contact you to update your card details. If payment remains outstanding more than seven (7) days after we notify you, we may suspend access and terminate the Membership under clause 9.5.

15. Promotional Codes, Founding Offers and Gift Vouchers

From time to time we may make promotional codes, discounts or gift vouchers available. Each promotion is subject to its own additional terms and to any quantity, time or eligibility restriction notified to you. Promotional codes are non-transferable, cannot be combined with any other offer unless we expressly say so, and have no cash value. Gift vouchers are valid for twelve (12) months from issue unless otherwise stated, and any unused balance expires at the end of that period.

16. Refunds and Statutory Cooling-Off Rights

Memberships, Packs, individual session Bookings and other pre-paid items are non-refundable once supplied, except as required by law or where management exercises its discretion in genuine exceptional circumstances supported by reasonable evidence.

Where you purchase a Membership or Pack online or by distance means, you have a statutory right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel the contract within fourteen (14) days of purchase without giving a reason. To exercise this right, contact us at info@yousaunahitchin.co.uk before the deadline.

If you ask us to begin supplying services within the cooling-off period (for example, by booking and attending a session), you acknowledge that you must pay for the services supplied up to the date you cancel. The remaining balance will be refunded. Once services have been fully performed within the cooling-off period at your express request, the right to cancel is lost.

17. Wellness Classes, Events and Private Hire

Yoga, breathwork, sound bath and similar wellness classes are provided by instructors who may be either employees of YOU Sauna or independent contractors engaged by us. Class formats, instructors and schedules may change without notice. Participation is voluntary and at your own risk; you must inform the instructor of any injury, condition or limitation that may affect your ability to participate safely.

Private hire bookings, workshops and special events are subject to such additional terms (including deposits, group size limits, alcohol policies and damage deposits) as we may notify you at the point of booking. In the event of any conflict between those additional terms and these Terms, the additional terms prevail for that booking only.

18. Hygiene, Safety and Facility Rules

You must comply with all posted safety signage, staff briefings and reasonable instructions given by our team.

To help keep the facilities safe, clean and comfortable for everyone, you must:

  • shower before your first use of the sauna or cold plunge;

  • rinse off before entering a cold plunge if you have been sweating;

  • sit on a clean towel at all times while using the sauna;

  • wear appropriate swimwear in the sauna and plunge areas;

  • wear suitable non-slip footwear when moving around wet areas;

  • remove or avoid bringing jewellery, metal items or other belongings that may become hot or be damaged by heat;

  • stay hydrated before, during and after your session; and

  • enter and exit the sauna and cold plunges carefully and avoid running in wet areas.

Sauna and cold plunge use is free-flow, allowing you to move between heat, cold and rest at your own pace. Cold plunging is always optional.

We recommend keeping individual sauna rounds to approximately 10–15 minutes, particularly if you are new to sauna use. This is guidance rather than a target. You are responsible for listening to your body and leaving the sauna or cold plunge sooner if you feel uncomfortable.

You must leave the sauna or cold plunge immediately and notify a member of staff if you feel dizzy, faint, nauseous, unusually short of breath, unwell or unable to regulate your breathing comfortably.

Guests should never feel pressured to remain in the sauna or cold plunge because another Guest is able to stay for longer.

Glass containers and food are not permitted within the sauna or plunge areas. Only suitable non-glass drinking containers may be brought into these areas.

Alcohol must not be consumed before or during use of the sauna or cold plunge facilities. We reserve the right to refuse access where we reasonably believe a Guest is intoxicated or otherwise unable to use the facilities safely.

19. Code of Conduct and Right to Refuse Entry

YOU Sauna is a shared wellness space. You agree to treat staff and other Guests with courtesy and respect at all times. We have a zero-tolerance approach to harassment, intimidation, discriminatory behaviour and any conduct likely to cause distress to others.

We reserve the right to refuse entry, terminate a session, suspend or permanently revoke access without refund where, in the reasonable opinion of our staff: (a) you are intoxicated or impaired by alcohol or drugs; (b) you behave unsafely, aggressively or inappropriately; (c) you fail or refuse to follow safety instructions; (d) you breach the hygiene or conduct rules; or (e) your conduct risks the safety or wellbeing of staff or other Guests. Repeated or serious breaches may result in permanent exclusion and termination of any Membership without refund.

20. Personal Property and Lockers

All personal property is brought onto the Premises entirely at your own risk. Lockers are provided as a convenience only and are not insured. We do not accept liability for loss, theft of or damage to personal property, including phones, jewellery, watches, clothing and valuables, except where such loss or damage is caused by our negligence and cannot lawfully be excluded under clause 24.

Lost property will be retained for thirty (30) days, after which unclaimed items may be donated to charity or disposed of.

21. CCTV, Photography and Marketing

CCTV may be installed in communal areas of the premises, including the lounge and entrance areas, for safety, security and incident management purposes. CCTV will not be installed inside sauna cabins, changing areas, showers, toilets or other areas where Guests would reasonably expect privacy.

Photographs or video may occasionally be taken for promotional purposes. We will provide reasonable notice before any session where filming is planned and will not use images of identifiable individuals for commercial purposes without explicit consent. If you do not wish to appear in promotional material, please tell a member of staff immediately and we will take appropriate steps.

22. Operational Disruption and Force Majeure

If a facility becomes temporarily unavailable due to planned maintenance, technical issues, equipment failure or other circumstances within our reasonable control, we will endeavour to offer an equivalent Credit, rebooking or partial refund (at our discretion) reflecting the disruption. We do not provide compensation beyond the price paid for the affected session.

We are not liable for any failure or delay in the performance of our obligations to the extent caused by events beyond our reasonable control, including severe weather, fire, flood, utility or telecommunications failure, supplier failure, governmental restrictions, public health emergencies, terrorism, civil disturbance or industrial action (“Force Majeure”). Where a Force Majeure event continues for more than fourteen (14) consecutive days, either party may terminate any affected Membership on written notice, in which case any pre-paid fees relating to services not yet supplied will be refunded on a pro-rata basis.

23. Intellectual Property and Website Use

All trademarks, logos, service marks, branding, photography, video, audio, written content, software and the look and feel of the Website are owned by, or licensed to, YOU Sauna Hitchin Limited and are protected by intellectual property laws. You may view and print extracts for your personal, non-commercial use only.

You may not reproduce, modify, distribute, publish, broadcast or commercially exploit any part of our content without our prior written consent. You agree not to use the Website or Booking Platform for any unlawful purpose, to introduce malicious code, to attempt unauthorised access, to scrape or harvest data, or to interfere with the proper operation of the Website.

24. Liability, Consumer Rights and Indemnity

Nothing in these Terms excludes or limits our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; (c) breach of the statutory terms implied by sections 9 to 11 and 49 of the Consumer Rights Act 2015; or (d) any other liability that cannot lawfully be excluded or limited.

Subject to the preceding paragraph, we are not responsible for indirect or consequential losses, loss of profit, loss of opportunity, loss of enjoyment, missed appointments, travel costs, or any loss caused by your failure to follow our rules, safety signage or staff instructions, your misuse of the facilities, or any pre-existing medical condition you did not disclose in your Waiver. We are also not responsible for loss of or damage to personal property except as set out in clause 20.

You agree to indemnify us against any loss, damage, cost or expense (including reasonable legal fees) that we reasonably incur as a result of your wilful misconduct, fraud, deliberate failure to disclose a relevant medical condition or material breach of these Terms.

25. Changes, Governing Law, Complaints and General Provisions

We may amend these Terms from time to time to reflect changes in law, regulatory guidance or the way we operate the business. For material changes affecting active Members, we will provide at least fourteen (14) days’ written notice by email. If you do not accept a material change you may cancel your Membership before the change takes effect; continued use of our services after the notice period constitutes acceptance of the revised Terms.

If you have a complaint, please contact us first at info@yousaunahitchin.co.uk so that we have the opportunity to resolve it. We aim to acknowledge complaints within two (2) business days and to provide a substantive response within ten (10) business days.

These Terms, and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with them or their subject matter, are governed by and construed in accordance with the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction, save that, if you are a consumer resident in Scotland or Northern Ireland, you may also bring proceedings in your local courts.

If any provision of these Terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force. Our failure to enforce any right is not a waiver of that right. You may not assign or transfer your rights under these Terms without our prior written consent; we may assign our rights and obligations to any successor in business. These Terms constitute the entire agreement between you and us in relation to their subject matter and supersede any prior arrangements. A person who is not a party to these Terms has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce them.