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.

Gift cards purchased online via www.balnea.ca or at BALNEA are final, non-refundable and cannot be exchanged for cash. For safety reasons, and to prevent fraudulent acts, gift cards purchased online will be activated 48 hours after the purchase date. Resale is prohibited.

Gift cards can be applied to the indicated package or to one corresponding to its monetary value and they do not have an expiration date. However, as an example, a gift card purchased in 2019 could have a lesser value if used in 2022. We invite you to contact us in order to know your gift card monetary value and our current rates.

As another example, a gift card for a one-hour AGUR massage purchased $205 ($235.70 tx. incl.) can be applied to the exact package, meaning one-hour AGUR massage, or for its monetary value. This means you could decide to purchase tickets on site to access our thermal experience, buy a meal at the LUMAMI restaurant or items at the boutique instead of using the exact package indicated on the gift card.

It is not possible to purchase an e-ticket, or another gift card with a card that was purchased previously.

If you wish to use a gift card which includes a treatment,  please contact our care consultants at 1-866-734-2110 a minimum of 3 weeks in advance and ask about our current rates. Note that our treatment cancellation and modification policy (indicated on this page) applies.

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.