POLICIES & DISCLAIMER

We want every visit to LLL Well to feel seamless, considered and enjoyable. The following policies help us protect the experience of our guests, our team and our wider community.

By making a booking with LLL Well, you agree to the policies applicable to your booking.

MEDICAL & WELLNESS DISCLAIMER

The information provided on our website, within our marketing materials and by the LLL Well team is intended for general wellness and informational purposes only.

Our treatments and services are not intended to diagnose, treat, cure or prevent any medical condition and should not be considered a substitute for professional medical advice, diagnosis or treatment.

If you have an existing medical condition, are taking medication, are pregnant, have recently undergone surgery or have any concerns about whether a treatment is suitable for you, please seek advice from an appropriate healthcare professional before booking.

Guests are responsible for ensuring that they are medically and physically able to participate in their chosen treatment or experience and for informing us of anything relevant to their safety before their session.

Please read our dedicated Contraindications & Safety information before your first Infrared Sauna, Contrast Therapy or Pressotherapy session.

CANCELLATION & RESCHEDULING POLICY

We value your time and ours and kindly ask for at least 24 hours' notice if you need to cancel or reschedule a booking.

Bookings cancelled or rescheduled at least 24 hours before the appointment can be changed without charge via the link in your confirmation email or by contacting us directly.

Cancellations or rescheduling requests made less than 24 hours before your appointment will be charged at 100% of the scheduled treatment price. Where the booking was made using a membership or package, the relevant credit will be deducted.

No-shows will also be charged in full or have the relevant credit deducted.

We understand that plans can change unexpectedly and will always aim to be understanding where we can. However, late cancellations leave us with very little opportunity to offer the appointment to another guest.

Guests who repeatedly late-cancel or fail to attend bookings may have their ability to book online restricted. As a general guideline, we may apply this restriction following five late cancellations or no-shows.

ARRIVAL & APPOINTMENT TIMES

Please arrive in good time for your appointment so that you can enjoy your full experience.

Your appointment will be held for up to 15 minutes after the scheduled start time. After this, your booking may be treated as a no-show and charged in full.

If you arrive late but we are still able to accommodate your appointment, your session may need to be shortened so that the following guest's experience is not affected. The full treatment price will still apply.

Where possible, we'll always do our best to accommodate you.

CONTRAST THERAPY SUITE

Your Contrast Therapy booking provides 50 minutes of exclusive use of our private suite.

The suite may be enjoyed individually or by a maximum of two guests at any one time. Where a second guest is attending, the applicable additional guest fee must be included in the booking unless a specific membership or offer includes this as a benefit.

Guests must follow the safety guidance provided for use of the infrared sauna and ice bath.

For hygiene and water quality, guests are required to shower before entering the ice bath.

Please leave the suite promptly at the end of your allocated session so that our team has sufficient time to clean, check and prepare the space for the next guest.

PRESSOTHERAPY

Our Pressotherapy treatments use Normatec dynamic air compression equipment.

Please follow the instructions provided by our team and let us know immediately if the pressure becomes uncomfortable or you feel unwell during your session.

Guests should review our Contraindications & Safety information before their first treatment and inform us of anything relevant that could affect their suitability for compression therapy.

MEMBERSHIPS & PACKAGES

Memberships and packages are for the sole use of the named member and cannot be transferred or shared with family members, friends or other guests unless a particular membership benefit expressly states otherwise.

Credits, benefits and inclusions are subject to the terms of the membership or package purchased, including any applicable validity period.

Where a membership includes a guest benefit, complimentary addition or preferential rate, this applies only in accordance with the terms of that membership and cannot be exchanged for cash, credit or another service.

Memberships and packages cannot be retrospectively applied to previous bookings or purchases.

GIFT VOUCHERS

Gift vouchers are non-refundable and cannot be exchanged for cash, subject to your statutory rights.

Gift vouchers cannot be used in conjunction with memberships, packages, promotional offers or discount codes unless expressly stated otherwise.

Any expiry date or additional conditions shown on the gift voucher will apply.

RETREAT CANCELLATION POLICY

Retreat bookings are subject to a separate cancellation policy due to the advance commitments involved in securing accommodation, venues, instructors and other elements of your retreat experience.

Cancellations received more than two months before the retreat start date will be refunded, less the non-refundable deposit.

Cancellations received within two months of the retreat start date are non-refundable, including payments already made.

Any non-refundable deposit will remain non-refundable regardless of when the cancellation is made, subject to your statutory rights.

We strongly recommend that all retreat guests arrange appropriate travel insurance, including cover for cancellation, illness, travel disruption and other circumstances that may prevent them from attending.

PERSONAL BELONGINGS

Guests are responsible for their own belongings while visiting LLL Well.

Please take care of valuables and ensure you collect all personal items before leaving.

To the extent permitted by law, LLL Well cannot accept responsibility for personal belongings that are lost, stolen or damaged unless this results from our negligence or where liability cannot otherwise lawfully be excluded.

RESPECT & CONDUCT

LLL Well is a space created for wellbeing, connection and community.

We ask all guests to treat our team, facilities and fellow guests with courtesy and respect.

We reserve the right to refuse entry, discontinue a treatment or ask a guest to leave where they behave in a threatening, abusive, discriminatory, disruptive or otherwise inappropriate manner, or where we reasonably believe continuing a service could compromise the safety or wellbeing of the guest, our team or others.

Where a service is refused or discontinued as a result of inappropriate behaviour, a refund may not be provided.

DAMAGE TO FACILITIES & EQUIPMENT

Please treat our facilities and equipment with care and follow any instructions provided by the LLL Well team.

Guests may be responsible for the reasonable cost of repairing or replacing equipment or property where damage has been caused deliberately or through misuse, subject to applicable law.

CHANGES TO BOOKINGS & SERVICES

From time to time, it may be necessary for us to change a treatment room, piece of equipment, appointment time or another aspect of a service due to maintenance, operational requirements or circumstances outside our reasonable control.

Where we need to cancel your booking entirely, we will offer an appropriate reschedule, credit or refund.

LLL WELL AT CELTIC MANOR RESORT

LLL Well is located within Celtic Manor Resort.

Bookings for LLL Well treatments, services, memberships and packages are subject to LLL Well's booking terms and policies unless expressly stated otherwise.

Guests visiting LLL Well are also expected to respect any applicable safety, access and conduct requirements of Celtic Manor Resort while on the Resort premises.

YOUR WELLBEING

Please always listen to your body.

If at any point during a treatment or Contrast Therapy session you feel unwell, experience unusual discomfort or feel unable to continue safely, stop immediately and seek assistance from a member of the LLL Well team.

Your wellbeing will always take priority over completing a session.

QUESTIONS?

If you're unsure about a booking, membership, treatment or any of the policies above, please contact the LLL Well team before your visit. We'll be happy to help.