Cancellation Policy
We are a small business with limited capacity. Our sessions are booked in advance and spots are not available to other guests once held. We must be firm with our policy to ensure we can continue to serve all of our guests.
We appreciate your understanding.
More than 48 Hours Notice
You have 2 options:
Reschedule (Recommended): This is your best, no-cost option. You can now reschedule your booking yourself by using the "Change booking" link in your original confirmation email.
Cancel: If you prefer to cancel, we will issue a refund minus a 5% transaction fee that we are charged by our credit card processor. (We strongly recommend rescheduling to avoid this fee.)
12 to 48 Hours Notice
You have 2 options:
Cancel: Cancellations made within this window are subject to a 30% cancellation fee.
Reschedule (One-Time Credit): As a one-time courtesy, you may request a free reschedule in the form of store credit. To request this, you must email your location's customer service team before the 12-hour window:
Kelowna: kelowna@loylyfloatingsauna.ca
Toronto: toronto@loylyfloatingsauna.ca
Within 12 Hours of Your Session
All bookings are final. We do not offer refunds, reschedules, or store credits for cancellations made within 12 hours of the session, for any reason.