Terms & Conditions

Booking & Payment

The package order feature of the site is provided solely to assist you to inquire for a spa package not to make an actual booking for a specific day or time. You understand that abuse of the facilities may result in you being denied access to such facilities, at the sole discretion of Crystal Rose Lodge.

Once payment is received for a booking, the client hereby agrees with the terms and conditions set forth below and has read through the terms and conditions thoroughly and carefully.

Crystal Rose Lodge uses payment as confirmation that the client agrees with the below terms and conditions.

Cancellation & Refunds Policy

For health & hygiene reasons, we cannot accept returns of any Crystal Rose Lodge & Spa's Products. The provision of goods and services by Crystal Rose Lodge is subject to availability. In cases of unavailability, Crystal Rose Lodge will refund the client in full within 30 days.

Rescheduling & Cancellation

Should you wish to reschedule or cancel your reservation you will need to give us 48hrs (2 days) notice before your scheduled appointment. Cancellation/rescheduling not made in time will result in the full treatment fee/voucher being redeemed. Please note that no refunds will be issued.

Payment Options

Payment may be made via Visa, MasterCard, credit cards or by bank transfer into the Crystal Rose Lodge bank account. Crystal Rose Lodge & Spa does not accept Diners and American Express cards.

Where payment is made by cash deposit into the Crystal Rose Lodge bank account, the bank charges us a 6% levy on such transactions. This levy will be charged to the client and is payable on arrival.

The merchant outlet country at the time of presenting payment options to the cardholder is South Africa. Transaction currency is South African Rand (ZAR). For all inward transfers there will be an added charge/handling fee for any persons who bank outside of the Republic of South Africa.

Emergency Cancellations

In case of any emergency cancellations including but not limited to the following emergencies/disasters, a refund will not be available to the customer. Crystal Rose Lodge & Spa will generate a Voucher instead, for the amount paid for by the client or on behalf of the client.

Emergencies/disasters include but are not limited to: Geophysical events (earthquakes, landslides, tsunamis, volcanic activity), hydrological events (avalanches, floods), climatological events (extreme temperatures, drought, wildfires), meteorological events (cyclones, storms), biological events (disease epidemics, insect/animal plagues), environmental degradation, pollution, and accidents (industrial, technological, transport).

Health & Safety Requirements

Please arrive 15 minutes prior to appointment. We kindly request punctuality. Late Arrival will result in a reduction in treatment time whilst the full treatment fee will apply. Please bring your bathing costume.

Please consult your therapist if you have any of the following conditions: On any Medication, High blood pressure/Low Blood Pressure, Any heart condition, Recent surgery, Sinusitis, Sunburn, Pregnancy, Epilepsy, Diabetes, Eczema or Psoriasis, Muscle or joint injuries, Any Allergies.

Please note NO alcohol will be allowed to be brought on the Crystal Rose Lodge & Spa's premises, we have a cash bar where items may be purchased, should you have special request please let us know in advance.

Smoking Policy

Crystal Rose Lodge & Spa operates a strict no smoking policy throughout the lodge. Guests wishing to smoke may do so at the designated smoking areas (Signs Implicated) at the Lodge. Any guest caught smoking outside of the designated Smoking Areas will be given one (1) warning. Any guest caught smoking inside the Rooms or if the Rooms smell like cigarette smoke, will be asked to leave immediately without a refund.

Specials Policy

Any Specials (Whether Spa Specials, Wedding Specials or any other Specials) cannot be swapped out for a different Special/Cannot be swapped out and pay the balance of a different Special or be refunded for a special which amount is less than the special paid for by the customer.

Privacy Policy

Crystal Rose Lodge shall take all reasonable steps to protect the personal information of users. For the purpose of this clause, "personal information" shall be defined as detailed in the Promotion of Access to Information Act 2 of 2000 (PAIA).

Customer details will be stored by Crystal Rose Lodge separately for any use of remarketing, newsletters and emails, should the customer say otherwise.

Limitation of Liability

Crystal Rose Lodge & Spa will not be held responsible for any theft, damage, loss or misfortune that may occur. You shall carry the risk of theft, destruction, damage or loss of and to all goods and equipment that you bring onto Crystal Rose Lodge & Spa's premises.

Due to the nature of Crystal Rose Lodge & Spa's business, services, products, terrain and facilities, Crystal Rose Lodge & Spa, their employees, shareholders, consulting staff, agents, representatives or contractors shall not be liable for any cost, expense, loss, damage, accident, delay or inconvenience suffered by you as client, arising from the provision of the services or the supply of the products.

Applicable Law

This is a South African website and is subject to the laws of the Republic of South Africa. Any claim, dispute or impasse relating to these terms and conditions shall be governed by the laws of the Republic of South Africa without giving effect to any principles of conflict of law.