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FAQs

  • What to wear?
    Our dress code is bathers on for All, that is deemed appropriate at public pool or communal bathing facilities. This is unless specified otherwise during designated sessions/events, in which “bathers-optional” will be made clear at time of booking and upon arrival.
  • How many guests will I be sharing the space with?
    There will not be more than 20 guests sharing the space at one time to maintain an intimate, yet communal atmosphere.
  • What to prepare before the appointment?
    Prior to your visit, kindly note the below: Please bring your own bathers (suitable for a communal setting) and a receptacle for damp items post your visit. We encourage everyone to bring your own bath towel as this helps minimize laundry services and impact on our environment. We offer bath towel hiring at $3 and robe hire at $7. Slippers are available. You are welcomed to bring your own. For first timers, please arrive 5 minutes before your booking time .
  • Can I use the facilities during pregnancy?
    We do not advise using the bathing facilities, if you are pregnant.
  • Accessibility
    We have designed our spaces with a consciousness to equitable access. Our facilities are all on one level, located on the ground floor with street access. All internal circulation and doorways comply with Australian Standards. Our washroom amenities include ambulant cubicles, as well as a full washroom with shower facilities that is compliant with the AS 1428.1-2001 Design for access and mobility as regulated by the 'Disability Discrimination Act 1992' (DDA). As our staff will be unable to provide physical assistance, an aide is more than welcome if required, and will not be charged admission. Please remember to email us to book if you have any accessible requirements, so we are able to ensure our space is adequately prepared and catered for any accessible requirements during your visit.
  • How to use a bathhouse?
    If this is your first time, this is a guide for you to get the most out of your bathing session. Kindly shower and rinse each time before entering each space, and stay hydrated throughout your session. 1. Steam Room, 5-10 minutes for first-timers. Up to 20 minutes depending on experience and physical health. 2. Break, rehydration is key 3. Sauna, 10-15 minutes. Up to 20 minutes depending on experience and physical health. 4. Cold Plunge, 1-3 minutes for optimal results (if you can!) 5. Mineral bath to warm up and continue to rotate between hot and cold as desired POST WORKOUT SUGGESTION 1. Mineral Bath, 3 minutes 2. Cold Plunge, 3 minutes 3. Repeat as desired. We recommend resting for at least 10 minutes after each hot/cold round to re-hydrate and settle your heart rate. Please refer to the Bathhouse etiquette as this must be adhered to at all times.
  • Is there an age limit?
    To use our facilities, guests must be 16 years of age or above. Minors under the age of 18 are to be accompanied by a guardian at all times. Guardians are deemed as patrons and therefore will be treated as a regular entry-paying visitor, and are responsible for those in their care. Guests aged 18 and over are welcome to enter independently.
  • How do I reschedule or cancel my booking?
    You will receive a booking confirmation email once your reservation is successfully processed. Use the "Change / Cancel Appointment" link in the confirmation email to manage your booking. For single bookings made for multiple guests, please ensure you cancel or reschedule the booking for each individual separately.
  • What is the cancellation / reschedule policy?
    You can reschedule or cancel your session 24 hours before your session. For pre-paid cancellations, you will receive a refund for your booking, less any Third Party processing fees. We can refund 50% of the payment (less any Third Party processing fees) for booking changes made within the 24-hour period. We unfortunately can not make a refund for no-shows or missed appointments. We will send you an email booking reminder one week before your session, and a text message 48 hours before your session.
  • Can I share the bath passes with friends / family / partners?
    Yes, the passes are shareable. Please ensure the intended recipients of your Bathing Passes are aware of our Health & Safety Policies before sharing.
  • How do I redeem my pass / voucher?
    Once the order is processed, you will be emailed a receipt with an unique 8-digit code. To book an appointment, go to the "Casual" session booking page, select a desired booking time and enter your 8-digit code into the "Redeem Coupon" field.
  • How long are the bathing passes valid for?
    All Bathing Passes are valid for 2 years from the date of purchase. If you are unable to redeem the passes prior to the expiry date due to health, family or work situation, please email us to apply for extension. No stress!
  • How long are the gift vouchers valid for?
    Gift Vouchers are valid for 3 years from the date of purchase.
  • What is the refund policy?
    Bathing Passes or Gift Vouchers are non-refundable, however you can transfer them to someone else, or convert the remaining balance to credits which can be used towards our store.
  • What can I get access to using a Bathing Pass?
    Bathing Passes can be used towards both peak and off-peak sessions. Each session is a 90-minute experience including access to all communal bathing facilities. Please ensure be aware of our Health & Safety Policies before purchasing a pass.
  • What are peak / off - peak?
    Off peak times are weekday 7 am - 5 pm. Peak times are weekday after 5 pm and weekend.
  • How do I cancel my membership?
    You can cancel your membership anytime. Simply email us before the next direct debit. We’ll cancel your membership at your request and send through a confirmation email. The process might take up to 48 hours. If the cancellation is within the minimum term (3 months of signing up), an early termination fee of $75 will apply.
  • Do I need to make a booking if I have a membership?
    Yes, members are required to book bathing sessions from your account to secure your desired booking time. The fee of $25 per session incurred for all late cancellations (less than 24hrs within your booking time) or no-shows as per our rescheduling / cancellation policy still apply.
  • Can I pause my membership?
    Yes, of course. We understand that sometimes you may need a break. Simply email us at hello@capybarabathing.com.au; we will get this sorted for you based on your requests. There is an administration fee of $25 for each membership suspension.
  • Health & Safety
    Please note that the facilities that are provided by Capybara Bathing are intended for personal recreation and relaxation purposes only. Experiencing hot and cold environment may be physically strenuous, and you voluntarily participate in the bathing activities with the full knowledge that there is the risk of personal injury, property loss or death. If you have any reservations regarding the use of the facilities; have a medical condition; or are on any prescription medications, it is essential that you consult your general practitioner or physician before making a booking to visit. No information during your visit, on our website or any physical or digital communications provided by Capybara Bathing is intended to act as a substitute for medical advice; nor does it involve the diagnosis, prognosis, or prescription of remedy for the treatment / prevention of any disease or ailment. You must NOT use the facilities if you: ◦ have high or low blood pressure; or ◦ have epilepsy or diabetes; or ◦ have any heart or circulatory disorder, or kidney problems; or ◦ are pregnant; or ◦ are prone to dizziness or fainting; or ◦ have an open wound, inflammation, or acute infections. Avoid eating large meals at least 2 hours before use the facilities. If you experience pain, light-headedness, dizzy, heat exhausted, or show any signs of discomfort - immediately discontinue and exit the facility. Do not use drugs or alcohol prior to, during, and after the sauna / steam room / cold plunge session as it may lead to dizziness and unconsciousness, or negatively affect the body in other ways. If you are breastfeeding, we do not advise using our facilities, however you may use the facilities at your discretion. Capybara Bathing retains the right to refuse entry to any individual if there are concerns related to health and safety. If you are making a booking for a group, it is your responsibility to inform all participants about the terms and conditions and promote safe sauna/ steam room/ cold bath practices, as well as provide them with relevant information and what to bring.
  • Payment and Refunds
    Capybara Bathing's service fees are as per the prices published on its website. By scheduling an appointment with us, once you have successfully made a booking, you agree to pay the service fee as published upon arrival and to the terms of the cancellation policy. You acknowledge that the service fee may change and will be published and can be updated by Capybara Bathing on its website without notice. We do not offer refunds or credits on one-time sessions or multi-passes. All such purchases are final, unless authorised by Capybara Bathing. We do not offer refunds or credits on product sales or events for change of mind, injury, illness, change of address or any other reason. All product sales and event purchases are final, unless authorised by Capybara Bathing. All prices listed on the website are in Australian Dollars and include GST (unless otherwise specified). Please email us at hello@capybarabathing.com.au for any further queries or clarifications.
  • Age Limit
    To use our facilities, guests must be 16 years of age or above. Minors under the age of 18 are to be accompanied by a guardian at all times. Guardians are deemed as patrons and therefore will be treated as a regular entry-paying visitor, and are responsible for those in their care. Guests aged 18 and over are welcome to enter independently.
  • Sexual Misconduct
    We enforce a strict zero-tolerance policy for any activities deemed inappropriate or of a sexual nature. Engaging in such acts upon our premises will result in immediate termination of the visit, and result in an indefinite ban.
  • Liability & Indemnity
    No information during your visit, on our website or any physical or digital communications provided by Capybara and Friends Pty Ltd (herein referred to as ‘Capybara Bathing’) is intended to act as a substitute for medical advice; nor does it involve the diagnosis, prognosis, or prescription of remedy for the treatment of prevention of any disease or ailment. If I have any medical concerns, it is advisable that I should be seeking medical advice prior to accessing the premises and using any facilities provided by Capybara Bathing. You are solely responsible for your and your children’s (as the guardian) safety and well-being. If you are making a booking for a group, it is your responsibility to inform all participants about the terms and conditions and promote safe sauna/ steam room/ cold bath practices, as well as provide them with relevant information and what to bring. You acknowledge and accept the risk inherent in the use of the facilities. You voluntarily assume the risk of injury, accident or death, to myself or any third party which may arise from the use of facilities provided by Capybara Bathing. You and any of your heirs, executors’ representatives or assigns hereby release and discharge Capybara Bathing including us and our officers, directors, employers or contractors from all claims, liabilities and responsibilities arising out of, or in connection with your access of the premises and use of the facilities provided by Capybara Bathing. You agree to indemnify and keep indemnified Capybara Bathing from and against any and all actions, claims, demands, losses, damages, taxes, liabilities, costs and/or expenses that may be incurred by, or sustained by, “Capybara and Friends Pty Ltd” arising out of, or in connection with, your access to and use of our Premises, facilities, our website, and any breaches of the Terms committed by you (Terms as in the Terms and Conditions). This indemnity is also extended to your agent, authorised person or anyone that you act for and on behalf with accessing the Premises, using the facilities provided by Capybara Bathing, and will survive and continue to survive at the termination of the Terms.
  • Arrival
    We request guests arrive 5 minutes prior to their booking session to complete any required administration and maximise the time to enjoy our facilities. Late arrival for any service may shorten the length of the booked session time and it is subject to availability of such service upon your arrival. Please contact us if you are aware of any last minute delays and we are happy where possible
  • Bathhouse Etiquette
    Bathhouse etiquette must be adhered to at all times. This includes: Sauna / Steam Room Any metal jewellery should be removed before entering to prevent burning. Any glasses or contact lenses should be removed to avoid damage to the glasses, and contact lenses from drying out. Sit on the towels provided while in the Sauna and wipe the seat and backrests when leaving in consideration for the next guest. In the Sauna, we provide a water bucket and ladle for guest use to apply water SLOWLY over the Sauna heater to increase the ambient temperature. Do NOT pour the water bucket over the heater directly. NO essential oils / substances can be added directly on the Sauna heater or in the provided water bucket, as these cause irritation in people's eyes and skin; may cause a fire; and other negative impacts. Our staff members will ask anyone who disregards our sauna etiquette to leave, without issuing a refund. Do not use any lotions, make-up, perfume, oils or chemicals prior to the session. These items may block pores, affect perspiration, cause irritation to yourself and other guests, and damage the facilities. Shower after using the sauna, and before getting into the cold plunge or the mineral bath. Cold Plunge & Thermal Bath Do not dive / jump into the Cold Plunge or Thermal Bath. Do not swim inside the bath.
  • Code of Conduct
    General We request respect to others who share the bathhouse facilities. If at anytime we feel that another guest, staff member, equipment, or the space is not respected, you will be asked to leave the premises by one of our staff. You will not be refunded the reservation fee. Our dress code is bathers on for All that are appropriate at public pool or bathing facilities, unless specified otherwise. The facilities may only be used within the allocated time slot of your booking. Please allow time for getting changed and cleaning. Wash off any oils, perfume, dirt and sweat before using the facilities. Do not run or other potentially dangerous actions (including jumping into the bath) at anytime within the premises. The following are NOT permitted upon the premises of Capybara & Friends Pty Ltd (hereinafter referred to as ‘Capybara Bathing”): ◦ Phones, cameras or any form of recording equipment in the bathing space. ◦ Engaging in any hazardous, dangerous, sexual, or indecent behaviour deemed by a staff or representative of Capybara Bathing. ◦ Damaging any facilities, equipment, furniture, or other property within the bathhouse. ◦ Having in their possession or being under the influence of any illicit substances by Law. ◦ Consuming or being under the influence of alcohol unless authorised by Capybara Bathing. ◦ Refusal to comply with instruction from a staff or representative of Capybara Bathing.
  • Cancellation Policy
    We have a strict 24 hour cancellation policy for all appointments (Cancellation Period). If you fail to cancel or reschedule your booking within the Cancellation Period, then you will be liable for 50% of the session fee. Appointment 'no shows' will forfeit the session from any prepaid pack or you will be charged at the full rate. Gift vouchers are automatically void without notice.
  • Physical Privacy
    Respecting personal boundaries is paramount. These principles apply to both our staff and guests. No phones, cameras or any form of recording equipment will be permitted in the bathing space and must be left in the lockers for the duration of your visit. If any guest or staff member feels uneasy due to the behaviour of another individual or group, we will address the matter with utmost seriousness. This applies to both physical and verbal means, and those violating these guidelines will be promptly asked to leave the premises or authorities contacted if necessary.
  • Types of Information
    You may provide us with personal information when using our website. When you access our website, you give us consent to use your personal information online with our privacy policy as follows: The website will collect certain information regarding your device and necessary information to process your booking with us. Additional data may be collected if you contact our customer support team. This policy will use the term “Personal Information” to refer to any information that can uniquely identify an individual. Personal information the website can collect from your device may include: type of browser, IP address, cookie information, time zone and how you interact with the website (i.e. search terms, services viewed). These examples of personal information collected may occur automatically once you access the website. It may be shared with our website host, to help us to analyse how the website is used to optimize your user experience. Personal information the website can collect from your order may include: name and payment details (billing/shipping address, credit card number, phone numbers, email addresses). This information will allow us to fulfill our contract in providing you with our services, process payments, invoices and order confirmation, analyse bookings for potential fraud and communicate with you any advertising relating to our products and services in line with the preferences you have shared with us. Please note, these details may be shared with our website host and service provider (if required), however, your credit card details will not be shared with any of these platforms or third parties. Your personal information may also be disclosed to abide with any applicable laws and regulations, protecting our rights or responding to any subpoenas or other lawful requests for information that is collected through the website.
  • Cookies
    Cookies are a small amount of information that is installed to your device when you access the website. These cookies help improve your user experience and us in providing our services by enabling the website to store your actions and preferences (e.g. login information), meaning you won’t have to re-enter the required information each time you visit the website. Cookies also tell us other user details such as how many visits you have paid to the website. Some of the cookies we use include: functional, advertising, social media or content and performance.
  • How do we handle personal information?
    When you checkout on the website, your Personal Information will be stored for your records unless you request for this to be removed. Our website does not sell Personal Information as outlined in Privacy Act and the Australian Privacy Principles (APPs).
  • How do I add a new question & answer?
    To add a new FAQ follow these steps: 1. Manage FAQs from your site dashboard or in the Editor 2. Add a new question & answer 3. Assign your FAQ to a category 4. Save and publish. You can always come back and edit your FAQs.
  • How do I edit or remove the 'Frequently Asked Questions' title?
    You can edit the title from the FAQ 'Settings' tab in the Editor. To remove the title from your mobile app go to the 'Site & App' tab in your Owner's app and customize.
  • Can I insert an image, video, or GIF in my FAQ?
    Yes. To add media follow these steps: 1. Manage FAQs from your site dashboard or in the Editor 2. Create a new FAQ or edit an existing one 3. From the answer text box click on the video, image or GIF icon 4. Add media from your library and save.
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