Terms & Conditions

Cairndale Hotel & Spa
This document outlines the key policies, rules and expectations of The Cairndale Hotel & Spa (“the Spa”). These policies apply to all customers and ensure a safe and enjoyable experience. You are responsible for following all Spa policies. The Spa reserves the right to cancel, revoke or suspend access or Customership for any violations.

Summarised Policies
Below are the key policies, rules and expectations of the Spa. These apply to all customers and must be followed at all times.

Accessing the Spa

  • All guests must check in at the front desk upon arrival. If you leave and return, you must check in again.
  • The Spa may require you to provide or maintain a copy of your photo ID and may request ID verification before entry.
  • Access may be refused if payments are overdue or the customer account is not in good standing.

Using the Spa

  • Guests must act respectfully and maintain appropriate personal boundaries. Behaviour considered unruly, inappropriate, aggressive, threatening, indecent or unsafe may result in removal from the Spa and suspension or cancellation of Customership.
  • Phones, cameras and recording devices are not permitted in locker rooms or treatment rooms. Recording others in pool areas without consent is prohibited.
  • Phone calls and video chat are not allowed anywhere in the Spa. Photos and videos in public areas may be taken for personal use only and must not include other individuals without permission. Posts must be removed if another person requests it.
  • Lockers are provided for convenience only. Items left overnight will be removed.
  • The Spa is not responsible for lost, stolen or damaged property.
  • Appropriate swimwear is required in all public areas. Robes and footwear are provided.
  • The Spa is an adults-only facility. Guests must be 18 years or older to use any Spa areas.

Spa Treatments, Spa Days and Packages

  • Credit card details are required to book any treatment. Guests must check in and out at the front desk. If you fail to check out, the card on file will be charged.
  • Cancellation more than 28 days before the treatment or spa day allows for a full refund.
  • Cancellation between 10 and 28 days allows for rescheduling or a full-value gift voucher refund.
  • Cancellation within 10 days or failure to attend will result in a 100% charge.
  • Group bookings: one guest rescheduling does not entitle the full group to reschedule.
  • Treatments within packages are non-refundable and non-transferable. Late arrival shortens treatment time without refund.
  • Maintenance closures do not entitle guests to refunds or discounts.
  • You may end a treatment at any time if uncomfortable. Inappropriate or sexually suggestive behaviour will result in immediate termination and potential cancellation of Customership.
  • Treatments are provided by the Spa, not by a specific therapist. Therapist changes may occur. Gender requests will be accommodated where possible.
  • Package discounts apply only to treatments included in the package. Additional treatments are charged at standard rates.

Complimentary Items

  • Complimentary access, treatments, products or gift cards may be offered at the Spa’s discretion.
  • Complimentary Items have no cash value, are non-refundable, non-transferable and expire 90 days after issuance unless otherwise stated.
  • All Spa policies apply to Complimentary Items.
  • Complimentary Items may only be used while the guest remains in good standing.

Your Information
Personal data collected through bookings, Spa use and digital platforms is used to provide and improve customer service, in accordance with the Spa’s Privacy Policy.

Promotional Discounts – Including Black Friday

  • Vouchers can only be used on full-price services and cannot be combined with discounts, packages or sale items.
  • Vouchers are non-refundable, have no cash value and cannot be used to purchase additional vouchers.
  • Advance booking is required and voucher use is subject to availability.
  • Vouchers must be declared at booking and presented on arrival.
  • Experiences must be completed before the printed expiry date, not just booked.
  • Vouchers apply only to new reservations and cannot be used for existing bookings.
  • Vouchers are valid only for direct bookings, not via third-party platforms.

Gift Voucher - Terms and Conditions

Purchase and Validity

  • Gift vouchers may be purchased only from The Cairndale Hotel & Spa. Vouchers obtained from unauthorised third parties are invalid.
  • Vouchers purchased for a specific treatment or package may only be redeemed for that service.
  • Vouchers cannot be used to purchase additional vouchers.
  • Vouchers are valid for 12 months from the purchase date unless otherwise stated. The printed expiry date is final.

Price Reviews and Value

  • The Spa may review and amend prices at any time.
  • Treatment- or package-specific vouchers will be honoured at the purchase price if used within the stated validity period.

Expired Vouchers and Extensions

  • Expired vouchers may only be redeemed if an extension is purchased under the Spa’s Extension Terms and Conditions.
  • Extensions are discretionary and subject to additional fees.

Cairndale Spa Voucher Extension – Terms & Conditions

General Conditions

  • Extensions are non-refundable and non-transferable.
  • Each extension is issued with a unique reference number and can be used once only.
  • Extensions have no cash value and cannot be replaced if lost, damaged or misplaced.

Redemption Requirements

  • The original voucher code must be provided when booking.
  • If the voucher code cannot be provided, alternative payment will be required.

Non-Eligible Vouchers

  • Extensions cannot be applied to vouchers purchased during promotional events, including Black Friday, limited-time sales and discount promotions.
  • Extensions are not available for vouchers marked non-transferable or non-extendable.

Extension Fees and Duration

  • 1-month extension: £40
  • 2-month extension: £60
  • 3-month extension: £80
  • A voucher may be extended once only, up to a maximum of three months.

Price Adjustments After Expiry

  • If a price increase occurs between the voucher’s expiry and redemption, the guest must pay the difference.

Post-Extension Expiry

  • Once an extension expires, both the extension and the original voucher become void and cannot be reactivated.

Contact Us
The Cairndale Hotel & Spa
English Street
Dumfries
DG1 2DF

hello@cairndalehotel.co.uk | 01387 254111