Terms & Conditions

At The Island Spa Palm Cay, we are committed to delivering a seamless, elevated wellness experience. To ensure the highest level of service for all guests, we kindly ask that you review and adhere to the following policies.

Appointments & Reservations

All treatments must be reserved in advance. Full prepayment is required at the time of booking to secure your appointment.

A valid credit card must be kept on file for all reservations.

Individual bookings cancelled more than 24 hours prior to the scheduled treatment are eligible for a refund, less the applicable 10% Cancellation & Processing Fee.

Individual bookings cancelled, rescheduled, or modified within 24 hours of the scheduled treatment are non-refundable and subject to a 100% charge of the original service fee.

Group bookings are subject to the extended cancellation requirements set out under the Cancellation & Modification Policy and Group Bookings sections below.

Arrival Time

We recommend arriving at least 15 minutes prior to your scheduled appointment to allow time for check-in and relaxation.

Late arrivals will receive the remaining scheduled treatment time. The full service fee remains applicable.

Spa Vouchers, Credits & Member Benefits

All spa vouchers, gift cards, account credits, membership discounts, and promotional offers must be declared and applied at the time of booking, prior to payment being made, whether booking online or in person.

Vouchers, credits, and discounts must be applied prior to payment and cannot be added afterward.

The Island Spa Palm Cay reserves the right to decline the use or validation of any voucher, gift card, membership benefit, or promotional offer not presented or applied in advance of payment.

All vouchers, credits, and promotional offers are subject to their respective terms, conditions, and expiration dates where applicable.

Cancellation & Modification Policy

We require a minimum of 24 hours’ notice for any cancellation, rescheduling, or modification of an individual booking.

For group bookings, a minimum of 72 hours’ notice prior to the first scheduled treatment within the group booking is required for any cancellation, rescheduling, or modification.

All eligible cancellations of products or services are subject to a 10% Cancellation & Processing Fee, which will be deducted from the total amount originally paid. Accordingly, where a cancellation is made within the applicable cancellation period and is otherwise eligible for a refund, 90% of the amount paid will be refunded.

The 10% Cancellation & Processing Fee is non-refundable and applies to cancellations regardless of the method of payment.

Cancellations, rescheduling requests, or modifications to individual bookings made within 24 hours of the scheduled appointment will result in the booking becoming non-refundable and 100% of the original service fee being retained or charged.

For group bookings, cancellations, rescheduling requests, reductions, or modifications made within 72 hours of the first scheduled treatment within the group booking will result in the affected booking becoming non-refundable and 100% of the applicable service fee being retained or charged.

Where a booking is rescheduled with the required notice rather than cancelled, amounts already paid may be transferred to the rescheduled appointment, subject to availability and approval by The Island Spa Palm Cay.

Where The Island Spa Palm Cay cancels a booking and is unable to provide the booked service, a reasonable alternative, or a suitable rescheduled appointment, the guest will be entitled to a full refund without deduction of the 10% Cancellation & Processing Fee.

No-Show & Service Refusal

Failure to attend a scheduled appointment without the required notice will be considered a no-show and will result in a 100% charge of the booked service.

Refusal of service upon arrival or during the scheduled appointment time will be treated as a late cancellation and charged in full.

Health & Wellness Considerations

Please inform us of any medical conditions, allergies, injuries, or pregnancy at the time of booking.

Please inform us of any medical conditions, allergies, injuries, pregnancy, medications, or other relevant health considerations at the time of booking.

For the safety of our guests and team, we reserve the right to modify, substitute, or refuse treatments where contraindications are present. Where appropriate, alternative treatments of similar or equivalent value may be offered at the spa’s discretion.

If a guest arrives with a condition, including pregnancy or an underlying health concern, that was not disclosed at the time of booking and prevents the scheduled treatment from being carried out safely, this may result in cancellation of the appointment without refund.

All treatments are undertaken at the guest’s own risk. The Island Spa Palm Cay shall not be liable for adverse reactions where full and accurate medical disclosure has not been provided.

Guests who are pregnant, have underlying health conditions, or are under medical care are advised to consult a physician prior to booking a treatment.

Therapist Preference

Therapist preferences, including gender requests, will be accommodated where possible but are not guaranteed.

Spa Etiquette

To preserve a tranquil and elevated environment, we kindly ask that mobile devices remain on silent and that voices are kept low within the spa.

Disruptive, inappropriate, abusive, or unsafe behavior may result in termination of the service, with full charges applied.

No outside food or drinks are permitted within the spa.

Guests under the influence of alcohol or drugs may be refused treatment or access to spa facilities and will be charged in full.

Personal Belongings

Lockers are provided for your convenience; however, The Island Spa Palm Cay is not responsible for lost, stolen, misplaced, or damaged personal items.

Spa Facilities Access

Access to spa facilities, including thermal areas, pools, relaxation spaces, saunas, steam rooms, hydrotherapy areas, and other wellness amenities, is limited to guests with confirmed qualifying bookings or valid access passes and must be used within the allocated access period.

Qualifying bookings are those with a treatment value of $200 or more, excluding taxes, fees, gratuities, discounts, credits, and promotional adjustments.

Complimentary access to spa facilities before or after a treatment is offered as a courtesy and privilege to qualifying guests and does not form part of the treatment purchased, unless a standalone spa facility day pass is purchased, nor does it constitute a guaranteed entitlement.

From time to time, spa facilities, equipment, amenities, or wellness experiences may be unavailable, restricted, undergoing maintenance, temporarily out of service, or otherwise inaccessible due to operational requirements, repairs, health and safety considerations, unforeseen circumstances, or events beyond the spa’s control.

The Island Spa Palm Cay does not guarantee the availability of any specific spa facility, equipment, amenity, or wellness experience at all times. The temporary closure, malfunction, maintenance, repair, or unavailability of any spa facility or equipment shall not entitle guests to a refund, discount, credit, partial reimbursement, complimentary service, future discount, or any other form of compensation where the booked treatment itself remains available and is provided as scheduled.

For a standalone spa facility day pass, cancellation more than 24 hours prior to the scheduled access date or time is eligible for a refund, less the 10% Cancellation & Processing Fee. Cancellations or modifications made within 24 hours of the scheduled access period, and no-shows, are non-refundable.

Access to spa facilities remains subject to availability, operational requirements, health and safety requirements, and management discretion.

Group Bookings

A group booking is defined as a joint group or party of three (3) persons or more.

Group bookings and multiple treatment reservations are subject to a minimum cancellation, rescheduling, or modification notice period of 72 hours prior to the first scheduled treatment of any guest within the group booking.

Where the required 72 hours’ notice is provided, an eligible cancellation will be refunded less the 10% Cancellation & Processing Fee.

Where less than 72 hours’ notice is provided, the cancelled, reduced, modified, or affected portion of the group booking is non-refundable and 100% of the applicable service fee will be retained or charged.

Additional terms or deposit requirements may apply to certain group bookings and will be communicated at the time of booking.

Minimum Age Requirement

Guests must be 18 years or older to access spa facilities and treatments unless otherwise specified.

Guests aged 16 or 17 must have the consent of a parent or legal guardian to book or receive a treatment or to purchase and use a spa facility day pass. The Island Spa Palm Cay may require proof of age and/or parental or guardian consent prior to providing access or treatment.

Guests under the permitted age for a particular facility or treatment may be refused access where required for health, safety, insurance, or operational reasons.

Payment & Pricing

All prices are listed in Bahamian Dollars (BSD) and are subject to change without notice. Applicable taxes and gratuities may be added at checkout.

Gratuities are discretionary and may be given following treatment.

Except where a product or service is expressly stated to be non-refundable, all approved cancellations and refunds are subject to the 10% Cancellation & Processing Fee in accordance with these Terms & Conditions.

Gift cards and prepaid services are non-refundable and may be subject to expiration terms.

Any refund approved under these Terms & Conditions will, where practicable, be returned to the original method of payment. Processing times may vary depending on the payment provider or financial institution.

Packages & Prepaid Services

Prepaid packages, memberships, promotional services, gift cards, and any other products or services expressly identified as non-refundable at the time of purchase are non-refundable and non-transferable and may be subject to expiration dates where applicable.

The introduction of the 10% Cancellation & Processing Fee does not make an otherwise non-refundable product, membership, package, gift card, promotional service, or prepaid service eligible for cancellation or refund.

Where The Island Spa Palm Cay agrees, at its sole discretion, to refund an otherwise non-refundable purchase as an exception to this policy, the 10% Cancellation & Processing Fee may be deducted from any refund approved, unless expressly waived by management.

Retail Products

Where cancellation of a retail product order is permitted prior to fulfilment, collection, or dispatch, any approved refund will be subject to the 10% Cancellation & Processing Fee.

Once a product has been fulfilled, collected, dispatched, opened, used, or otherwise supplied to the customer, it will be subject to The Island Spa Palm Cay’s applicable return and exchange policy and will not automatically qualify for cancellation or refund under this policy.

Damage & Misuse

Guests are responsible for any damage caused to spa facilities, equipment, furnishings, or property through misuse, negligence, or failure to follow staff instructions.

The Island Spa Palm Cay reserves the right to charge the guest for the reasonable cost of repairing or replacing property damaged as a result of such conduct.

Right to Refuse Service & Policy Updates

The Island Spa Palm Cay reserves the right to refuse or discontinue service, treatment, or facility access to any guest who does not adhere to spa policies or who displays inappropriate, abusive, disruptive, unsafe, or threatening behavior.

Where service is refused or discontinued as a result of a guest’s conduct or failure to comply with these Terms & Conditions, the applicable booking may remain non-refundable.

The Island Spa Palm Cay reserves the right to amend or update these Terms & Conditions from time to time. The terms applicable to a booking or purchase will be those in effect at the time the booking or purchase is made, except where a subsequent change is required by law.

We also reserve the right to update these terms and conditions at any time without prior notice