Our policies

Any guest entering the site of BALNEA accepts and agrees to comply with the following rules:

– Onsite groupings are not permitted.
– Comply with the signs requiring silence throughout the installations, including hot tubs and outdoor relaxation zones.
– Always go from one area to another with all your personal effects (including your towel and bathrobe), since the spa’s guest capacity is not enough to allow using 2 spaces at the same time.
– You may not reserve an outdoor lounging chair while you’re using a hot tub.

BALNEA is a place of relaxation, contemplation and tranquility of mind. Inappropriate behaviour will not be tolerated, including a lack of respect towards other guests and staff members.

In the case where one of the above rules is not complied with, BALNEA reserves the right to demand that you leave the site without any refund or compensation.

Packages and gift cards purchased online via www.balnea.ca or at BALNEA are final sales and are non-refundable, non-exchangeable, and non-monetizable. Resale is prohibited.
To ensure the security of transactions and prevent fraud, packages and gift cards purchased online become active only 48 hours after the date and time of purchase. When using the package or gift card, you may be asked to present the credit card used for the transaction and/or a valid photo ID, such as a driver’s license, regardless of the purchase date or the value of the gift card.

The balance of packages and gift cards can be checked at any time at the reception or by contacting BALNEA by phone (450 534-0604 or 1 866 734-2110). Note that the value of packages and gift cards is always displayed in Canadian dollars.

It is not possible to purchase an e-ticket, a package, or a gift card online using a gift card. Furthermore, purchasing a gift card, whether for a package or a monetary value, does not guarantee a reservation. It is simply a method of payment, just like cash. Reservations for services, including massages, are required and subject to certain conditions.

BALNEA is not responsible for the loss, theft, or unauthorized use of gift cards. The cards have no value until they are paid for and activated by BALNEA. Gift cards can be used for purchasing a package or for their corresponding monetary value. In both cases, gift cards have no expiration date. However, packages are subject to price increases. Therefore, it is important to note that you will be charged according to the package price at the time of your visit, not the date of your gift card purchase. For example, a gift card valid for a 1-hour AGUR massage package purchased in 2023 was worth $205 + taxes. As of December 31, 2024, the same package is now sold for $210 + taxes. In this fictional case, the gift card holder visiting our facilities in December 2024 would need to pay the difference between the two prices, which is $5 + taxes. It is recommended to contact us to check the value of your gift card and our current rates.

The date from which BALNEA may charge an additional fee for a package or service is indicated on the gift card.

If the gift card is exchangeable for a specific package or service, BALNEA may claim the difference between the price of the item or service at the time it is claimed and what it cost when the card was purchased.

As an additional example, a gift card for a 1-hour AGUR massage package purchased for $210 (or $241.45 including taxes) can be used for the package as is, i.e., the 1-hour AGUR massage, or for its monetary value. This means you could choose to buy thermal experience entries, a meal at the LUMAMI restaurant, or items from the boutique instead of redeeming the package indicated on the gift card.

The e-ticket is valid for the type of thermal experience chosen and for a specific date, which cannot be changed once the e-ticket has been purchased. It is the responsibility of each guest to verify the desired date, e-ticket entitlement times, weather conditions, facilities in use or any other relevant information prior to purchasing an e-ticket. Each sale is final and cannot be cancelled, modified or refunded. Resale of an e-ticket is prohibited.

Each e-ticket gives access to the thermal experience for one (1) person. We do not guarantee weather conditions or the number of facilities in operation. Facilities vary according to season and temperature.

The cancellation policy includes a 48-hour notice before an appointment for any changes or a care cancellation. Within a delay of:

– More than 48 hours : a cancellation is possible at no fee.
– Between 24 and 48 hours: 50% of the fee will be debited from your credit card. Should you already have paid the full amount, 50% of the fee will be refunded on your credit card.
– Less than 24 hours: the full amount of a care (100%) will be charged to all persons who cancel or miss their appointment.

Each E-Ticket sale is final and cannot be cancelled or refunded. The e-ticket is valid for a specific date and cannot be changed once purchased.

These passes, which usually start with letters, are valid only for a limited period. The dates are identified on the passes.

These passes will be honoured for the package indicated and have no monetary value. No cash value. Not exchangeable. Non-refundable. Non transferable. Non-dissociable. Cannot be combined with any other offer or promotion.

Cost $20 / valid 1 year
– Get a $20 discount on the full day thermal experience.
– Get a $10 discount on the evening thermal experience.
– Available at the front desk. The TRIBU card is valid for 1 year from the date of purchase. Discount will be applied on e-ticket calendar rates.

The BALNEA Care fidelity card is valid at all times during 1 year.

The guest purchasing a membership agrees to comply with all applicable policies. The guest understands, accepts, and acknowledges that the membership must be used for their personal use only and that any other use may result in serious consequences, including, but not limited to, the permanent cancellation of the membership, a fine, or, if circumstances warrant, criminal prosecution. The guest understands, accepts, and acknowledges that the membership may be revoked or suspended without notice or refund if, in the opinion and at the sole discretion of BALNEA spa + réserve thermale, the guest acts in a manner that endangers or may endanger their safety or that of another person; violates the law or the spa’s access policy; uses the membership fraudulently; commits an offense or misconduct; or exhibits behavior that is disrespectful or abusive towards staff or other guests.