TERMS & CONDITIONS

Neither Koukoulee nor its directors and/or its managers either personally or in their capacity as managers/directors are responsible for any problems that may affect your booking arising from acts outside their control (eg weather, missing scheduled ferry or tickets being sold out)

Studio Cancellation Policy

You will be able to reschedule or cancel your class booking online up to 24-hours before the class.

- after this time if you need to change a booking, please email us at kiaora@koukoulee.com with your name, class, date/time, and what you’d like to do.
- we’ll make the change for you where possible and confirm by reply.

- Timeframes & fees • 24‑hour notice: Email us at least 24 hours before your class to move or cancel without charge.
- Late cancel / no‑show (within 12 hours or missed class): Your pass/credit will be deducted as used.Rescheduling is allowed only once.

Please, note that these policies are put together to allow for the smooth running of our classes and to make sure that everyone who wishes to have a spot in our classes can have one.

Studio Return & Refund Policy

We do NOT offer refunds on any Single Classes, unused Class Packs, Memberships or Workshops. On a case by case basis we could offer credit.

We do NOT offer extensions on Class Packs unless there is a medical reason.

Memberships & Packs

  1. Billing & Usage

Memberships are billed on a recurring weekly or monthly basis.
Class packs and passes are one-off purchases.

All memberships, packs and passes begin on the date of purchase and are for individual use only. They are non-transferable and non-refundable.

2.Pauses

Memberships may be paused for injury or travel for up to 4 weeks at a time, with a maximum of 8 weeks per year.

3.Membership Commitments & Cancellations

3-month, 6-month and 12-month memberships
These are minimum-term memberships and cannot be cancelled before the end of the term, unless for medical reasons. In this case, we require proof of injury and 4 weeks’ notice.

12-month membership (upfront option)
The upfront 12-month membership is offered at a reduced rate and is non-refundable and non-transferable. It cannot be cancelled once purchased. Pause allowances still apply.

Weekly membership
The weekly membership has a minimum commitment of 6 weeks. After this period, it can be cancelled at any time with immediate effect (no notice required).

4.Packs & Passes Validity

5-class packs are valid for 5 weeks from the date of purchase.
10-class packs are valid for 10 weeks from the date of purchase.

Week passes are valid for 7 days from the date of purchase.
Month passes are valid for 30 days from the date of purchase.

5.General

Purchases are made with the understanding that schedules and personal routines may change. Koukoulee is unable to offer extensions, transfers or refunds for unused classes outside of the pause policy.

6.Health & Responsibility

Koukoulee and its teachers are not responsible for any injuries sustained during classes. By attending, you acknowledge that you are participating at your own risk and agree to inform your teacher of any injuries or medical conditions.

THE PAMPER ROOM CANCELLATION POLICY

We kindly ask that any changes or cancellations to your appointment are made at least 48 hours in advance.

Appointments cancelled with less than 48 hours’ notice, or missed appointments (including late arrivals where the full treatment cannot be delivered), are non-refundable and non-transferable.

We completely understand that unexpected situations can arise. In the case of a genuine emergency, we may, at our discretion, offer to transfer the value of the booking to a future appointment. Supporting documentation may be required.

Please note that as a small business, your appointment time is reserved especially for you. Late cancellations and no-shows mean we are often unable to fill the space, particularly during busy periods.

Thank you for your understanding and for respecting our time and that of other clients.

Vouchers

Vouchers are valid for a calendar year from the day of purchase. After the date of expiry Koukoulee holds no responsibility to fulfil the voucher.
Vouchers cannot be exchanged for cash for any reason.

Vouchers cannot be used in conjunction with any offers or discount.

PRIVATE EVENTS

1. Deposit & Payment

A 50% deposit is required to secure the booking.
The remaining balance is due 7 days prior to the event date, once final guest numbers are confirmed.

2. Final Numbers & Minimum Spend

Final guest numbers must be confirmed no later than 7 days prior to the event.
This number will be used for catering and staffing purposes and will be the minimum chargeable amount.

All private bookings are subject to a minimum spend, as outlined in the proposal, which applies regardless of final attendance numbers.

3. Cancellation Policy

• Cancellations more than 14 days prior to the event: deposit refundable minus any incurred costs. Refunds will occur a 3% reversal fee.
• Cancellations within 14 days of the event: deposit non-refundable.
• Cancellations within 7 days of the event: full payment required.

If Koukoulee is required to cancel due to unforeseen circumstances, a full refund will be provided.

4. Travel & Weather

Koukoulee is not responsible for ferry delays, missed sailings, weather disruptions, or individual travel issues.

If ferry services are operating as scheduled, the event is considered to be going ahead as planned.

In the event that ferry services are officially cancelled due to severe weather and the group is unable to travel, we are happy to reschedule the experience to a mutually agreed alternative date. In this case, the deposit will be held as credit and is to be used within 6 months of the original booking date. Postponements beyond 12 months constitute a new booking and will incur new fees. Only one postponement will be permitted per booking.

If individual attendees are delayed or unable to attend but ferry services are running, the experience will proceed as scheduled.

5. Alcohol Policy

Koukoulee is an alcohol-free wellness space. Alcohol is not served or permitted on site.

6. Health & Participation

All sessions are gentle and suitable for beginners. Participants are responsible for advising us of any injuries or medical conditions prior to the session.