Terms of service
Effective date: 18/06/2026 | Version 1.0
These Terms of Service ('Terms') govern access to and use of the facilities and services provided by YOU Sauna Hitchin ('we', 'us', 'our'), registered at First Floor, 28 Whitehorse Street, Baldock, Hertfordshire, SG7 6QQ. Our sauna is located at Unit 12, 45 Knowl Piece, Wilbury Way, Hitchin SG4 0TY.
By booking a session, purchasing a membership or credit pack, completing a waiver, or entering our premises, you agree to be legally bound by these Terms. If you do not agree, do not book or enter.
1. Acceptance of Terms
1.1 Agreement
These Terms constitute a legally binding contract between you and YOU Sauna Hitchin. Acceptance occurs at the earliest of: completing a booking, purchasing any product or membership, digitally accepting the Participant Waiver, or entering the premises.
1.2 Minimum Age
All facilities are strictly restricted to individuals aged 18 years or over. No exceptions will be made. We reserve the right to request proof of age at any time.
1.3 Mandatory Participant Waiver
Access to any thermal or cold-water facility is conditional on the prior digital acceptance of the Participant Waiver and Release of Liability via our Go Kenko booking platform. The waiver must be completed before your first session. It forms part of your contractual agreement with us.
2. Bookings, Cancellations & Attendance
2.1 Cancellation Window
Bookings must be cancelled at least 12 hours before the session start time to retain their value as credit. Cancellations made within this window are subject to clause 2.2 below.
2.2 Late Cancellations & No-Shows
Cancellations made within 12 hours of your booking, or failure to attend, will result in the session being forfeited. As these spaces are reserved especially for you, refunds cannot be provided.
Please cancel as early as you can. Every forfeited slot is a space another guest could have used — early cancellations help us keep sessions available to everyone in the community.
2.3 Rescheduling
Bookings may be rescheduled up to 12 hours before your scheduled start time. Changes requested within 12 hours will be treated as late cancellations under clause 2.2.
2.4 Late Arrival
Late entry is permitted, but sessions end at the scheduled time. No additional time will be added to accommodate late arrival.
2.5 Right to Refuse or Terminate Entry
We reserve the right to refuse entry or terminate a session without refund where, in the reasonable opinion of our staff, any of the following apply:
Intoxication or impairment by alcohol or drugs
Unsafe, intimidating, or inappropriate behaviour
Failure or refusal to follow safety instructions
Any conduct that risks the wellbeing of staff or other guests
3. Hygiene & Safe Use
All guests must comply with the following hygiene and safety standards:
Shower before entering the sauna and between thermal and cold use
Use a clean towel on all benches at all times
Wear appropriate swimwear in all wet and thermal areas
Remove hanging jewellery, eyewear, and heat-retaining items before entering heated rooms
Limit individual sauna rounds to approximately 10–15 minutes
Hydrate before and after use
Exit any facility immediately if you feel unwell
Our staff are not medical professionals and are not able to provide medical advice. You attend entirely at your own risk.
4. Behaviour Standards
You agree to treat staff and all other guests with courtesy and respect at all times. The following conduct will not be tolerated:
Harassment, intimidation, or discriminatory behaviour of any kind
Disruptive or threatening behaviour
Intoxication (alcohol is not permitted on the premises)
Unsafe conduct or misuse of facilities
Smoking and vaping are permitted only in designated outdoor areas and not within the building or entrance.
We reserve the right to remove any guest and terminate their session without refund if these standards are not upheld. Repeated breaches may result in permanent exclusion.
5. Memberships
5.1 Minimum Term
All memberships run for a minimum term of one (1) calendar month unless otherwise stated in writing at the time of purchase. Membership fees are due and payable in full for this period regardless of attendance.
5.2 Notice to Terminate
Termination requires written notice equal to the frequency of your payment cycle — for monthly memberships, this means one calendar month's written notice. Written cancellation requests must be sent to info@yousaunahitchin.co.uk. Verbal requests will not be accepted. We will confirm receipt within 2 business days.
5.3 Freezing / Pausing
Pause requests are reviewed individually at management discretion. Approval is not guaranteed. Where approved, a minimum freeze of one calendar month applies. We will not freeze memberships for periods of less than one month or more than two months in any 12-month period.
We will always try to be reasonable in genuine circumstances – serious illness, injury, or bereavement. Please contact us directly.
5.4 Membership Termination by Us
We reserve the right to suspend or permanently terminate a membership without refund if:
These Terms are materially violated
Conduct rules are breached
Payment fails and is not resolved within 7 days of notice
Behaviour compromises the safety or wellbeing of staff or other guests
6. Membership Credits
The following rules apply to credits allocated as part of a membership plan. Credits are the currency of your membership — each credit represents a bookable unit of session time at YOU Sauna Hitchin.
6.1 Membership Tiers & Credit Allocation
Memberships are available at three credit tiers, renewed each billing cycle:
4 credits per month
8 credits per month
12 credits per month
Credits are allocated on your membership start date and refresh on each subsequent billing date. Unused credits are subject to the rollover rules in clause 6.3.
6.2 How Credits Work: Session Lengths
Credits correspond directly to session time booked:
1 credit = 1 YOU Reset session (45 minutes)
2 credits = 1 YOU Restore session (90 minutes)
Credits are deducted at the point of booking, not at the point of attendance. Booking a 90-minute session will immediately deduct 2 credits from your available balance.
Choose your session length based on what your body needs that day. Your credit balance is visible at any time in your Go Kenko account.
6.3 Credit Rollover
A maximum of 2 unused credits will automatically carry over into the following billing cycle. Credits beyond this rollover maximum are forfeited at the end of the cycle.
We recommend planning your sessions to make full use of your monthly allocation. Rollover is a benefit built into your membership, not a guarantee.
Rolled-over credits do not carry further. If 2 credits roll into month 2 and remain unused, they are forfeited at the end of month 2. Rollover does not accumulate across multiple cycles.
6.4 Borrowing from Next Cycle
If your credit balance reaches zero, you may borrow up to 1 credit from your next billing cycle. The borrowed credit is deducted from your following month's allocation on renewal.
Borrowing is only available while your membership remains active and in good standing. If your membership lapses, is paused, or is cancelled before the borrowed credit is replenished, the session value becomes payable at the applicable drop-in rate.
6.5 Advance Booking Window
Members may book sessions up to 5 days before their membership renewal date, drawing on credits from the upcoming cycle. This ensures continuity of scheduling across billing periods without gaps.
6.6 Guest Pass
Each membership cycle includes 1 complimentary guest pass, allowing a guest to attend a single session alongside you at no additional charge.
Guest passes are valid within the cycle they are issued and do not roll over to the next
The guest must be accompanied by the member throughout the session
The guest must complete the Participant Waiver before entry
The guest must be aged 18 or over
Guest passes are non-transferable and cannot be redeemed independently or gifted
An unused guest pass expires at the end of the cycle. It cannot be carried forward, refunded, or exchanged for credit.
6.7 Credit Deductions & Forfeitures
Membership credits:
Are for the named member’s personal use only
Are non-transferable and non-refundable
Cannot be exchanged for cash or applied to membership fees
Are deducted in full for late cancellations and no-shows in accordance with clause 2.2
Are forfeited in full on membership cancellation or termination, including any rollover balance
If your membership is cancelled or terminated — by you or by us — any remaining credits, including rolled-over credits and borrowed credits, are forfeited immediately and are non-refundable.
7. Credit Packs
Credit packs are standalone session bundles, purchased separately from a membership. Two types are available: standard credit packs and the Trial Pack. Different rules apply to each.
7.1 Standard Credit Packs
Standard credit packs provide a fixed number of session credits for use within a defined period.
All standard credit packs expire three (3) calendar months from the date of purchase
Credits cannot be extended, paused, or frozen beyond this date
1 credit = 1 YOU Reset session (45 minutes)
2 credits = 1 YOU Restore session (90 minutes)
Credits are for personal use only and are non-transferable
Credits are non-refundable and cannot be exchanged for cash
Credits are deducted in full for late cancellations and no-shows in accordance with clause 2.2
7.2 Trial Pack
The Trial Pack is a one-time introductory offer designed to let new guests experience YOU Sauna Hitchin before committing to a membership or credit pack.
The Trial Pack is subject to the following specific conditions, which differ from standard packs:
The Trial Pack may only be purchased once per person. It is a single-use introductory offer and cannot be repurchased under any circumstances
Eligibility is verified against your account. Attempting to purchase a second Trial Pack — including through a new account — is a breach of these Terms
Your 30-day validity window begins on the date of your first visit, not the date of purchase
Credits expire immediately once exhausted. The pack does not continue until the 30-day window closes if credits run out before then
Bookings cannot be made beyond the pack expiry date
A maximum of 1 session may be booked per day
A no-show counts as a used booking and will deplete your Trial Pack credits accordingly
No guest pass is included
Trial Pack credits are non-refundable, non-transferable, and cannot be exchanged for cash or applied toward a membership
The Trial Pack is our way of welcoming you properly before you commit. One pack, one time — make the most of it.
7.3 General Pack Rules
The following apply to all credit packs, both standard and Trial:
Packs are non-refundable once purchased, except in exceptional verifiable circumstances at management discretion
Packs cannot be shared between individuals
Pack credits cannot be transferred to a membership or converted to membership credit
Late cancellations and no-shows are governed by clause 2.2 and result in loss of the applicable credit(s)
We reserve the right to withdraw or modify any pack offering at any time for new purchases. Existing valid packs are unaffected
8. Refunds
7.1 General Policy
All membership fees and pre-purchased session credits are non-refundable, except in cases of verifiable exceptional circumstances at the sole discretion of management.
7.2 Consumer Cooling-Off Rights
Where memberships or credit packs are purchased online, you may have a statutory 14-day cooling-off right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
If services begin within this period at your express request, you acknowledge that:
The cooling-off right may be reduced proportionally to services already received
Completed sessions are not refundable
We are required by law to make you aware of this right. Please contact us immediately if you wish to exercise it and have not yet used any services.
9. Personal Property
All items are brought onto the premises entirely at your own risk. Lockers are provided as a convenience only. We accept no liability for loss, theft, or damage to personal property, including but not limited to phones, valuables, or jewellery.
Metal jewellery, phones, and heat-retaining objects must not be taken into heated areas.
10. Operational Disruption & Force Majeure
9.1 Planned and Unplanned Disruption
If a facility becomes temporarily unavailable due to maintenance, technical issues, equipment failure, or unforeseen circumstances, we will endeavour to offer an equivalent session credit. We do not provide financial compensation for disruptions outside our reasonable control.
9.2 Force Majeure
We are not liable for any failure or delay in services caused by circumstances beyond our reasonable control, including severe weather, utility failure, government restrictions, fire, flood, or public health emergencies.
11. Photography, CCTV & Data
10.1 CCTV
CCTV operates in communal and entrance areas for the purpose of safety, security, and crime prevention. Footage is handled in accordance with UK data protection law.
10.2 Promotional Photography
Photographs or video may occasionally be taken for promotional or marketing purposes. You will always be informed in advance of any session where filming is taking place. If you do not wish to appear in promotional material, please notify a member of staff immediately and we will take appropriate steps.
We will never use images of identifiable individuals for commercial purposes without explicit consent.
10.3 Personal Data
We process your personal data in accordance with our Privacy Policy, available at www.yousaunahitchin.co.uk/privacy. We are committed to compliance with UK GDPR and the Data Protection Act 2018.
12. Intellectual Property
All trademarks, logos, service names, branding, and website content associated with YOU Sauna Hitchin are the intellectual property of Ember and Ice Wellness Limited. You may not reproduce, copy, or use any branding or content without our express written consent.
13. Limitation of Liability
To the fullest extent permitted by the laws of England and Wales, Ember and Ice Wellness Limited, its directors, employees, and contractors shall not be liable for:
Injury arising from pre-existing medical conditions not disclosed to us
Failure by you to seek appropriate medical advice before attending
Misuse of facilities or failure to follow posted safety signage or staff instructions
Loss or damage to personal property
Indirect or consequential loss of any kind
Nothing in these Terms excludes or limits liability for death or personal injury caused by our negligence, for fraudulent misrepresentation, or for any other liability that cannot be lawfully excluded or limited under English law.
14. Changes to These Terms
We reserve the right to update or amend these Terms at any time. For material changes, we will provide a minimum of 14 days' written notice to active members via email before changes take effect. Continued use of our facilities after that period constitutes acceptance of the revised Terms.
15. Governing Law
These Terms are governed by and construed in accordance with the laws of England and Wales. Any dispute or claim arising out of or in connection with these Terms shall fall under the exclusive jurisdiction of the courts of England and Wales.