CANCELATION POLICY

We are a small home-occupation business with a very limited number of private soaks per day. Additionally, the remote location of the ranch makes it difficult to rebook canceled appointments with little notice. For these reasons, we have a strict cancelation policy that applies to every reservation regardless of the circumstances surrounding your cancelation.

Our cancelation policy:

You may cancel or reschedule your reservation up to 72 hours before your reservation.

If you cancel your appointment outside of the 72 hour window prior to your appointment time, we will refund your payment in full, less the nonrefundable credit card processing fee and a $30 cancelation fee.

We use Stripe as our credit card processor. There is a 3% credit card processing fee with every payment. This fee is incorporated into the cost of your soak. In the case of a cancelation that qualifies for a full refund, this fee is not recoverable from the payment processor. We never see this money - it goes directly to the payment processor and thus is nonrefundable.

We charge a $30 cancelation fee plus the corresponding credit card fees for all cancelations.

Cancellations within 72 Hours

If you cancel within the 72-hour window, there is no refund unless we are able to rebook the time you were scheduled for. This applies even if your reservation was made within 72 hours of the appointment time you booked.

For example, if you book a reservation on Thursday at 7pm for a soak at 4pm on Sunday, then realize that there is a time conflict, this payment will not be refunded unless another guest reserves that time.

Looking to reschedule?

Please use the RESCHEDULE option rather than canceling and rebooking. This will save you a fee and allow you to rebook at a later date without the need to fill out additional forms. Check your original confirmation email, you’ll see an option at the bottom of the message that says “Change or Cancel”.

Traffic Delays

We have no control over traffic conditions and cannot predict delays in travel you may encounter on your way to the Springs. Please read our page on Getting Here for current information on travel delays.

It is your responsibility to check on road conditions and plan for potential delays. If you are late for your reservation due to traffic, we cannot extend your soak beyond the scheduled end time of your reservation.

This applies to any and all reasons for arriving after the scheduled start time of your reservation. For example, if you book a one-hour soak from 2 pm to 3 pm and arrive at 2:15, this will shorten your soak time to 45 minutes.

There is no refund if a guest ignores the vehicle requirements and misses their soak because they got stuck or simply could not make it up and missed their appointment. This is considered a no-show and no refund will be issued.

Mistaken Bookings

Please ensure that you are booking for the correct date and time. Keep in mind that the next available Monday soak may not be for this coming Monday - it is likely for next week, next month, or later! Double-check your reservation details prior to booking to ensure that you are scheduling your soak for the intended date and time. Mistaken bookings are subject to the same fees as other types of cancelations.

SNOW DAY CLOSURES

If we close for the day, your soak will be rescheduled or refunded with no cancelation fee. We close for active snow storms, extreme cold (daytimes highs below 10 or 15 degrees, depending on sun exposure) or when road access conditions are too hazardous for AWD/4WD vehicles with snow tires. There are occasionally days that we will ONLY permit guests whose vehicles are listed as having snow tires. If you are coming up in the winter, we recommend renting a vehicle from Turo so you can ensure that you have proper tires for winter travel. Most rental companies do not put good winter tires on their vehicles. All-Season Tires are not suited for travel on snow (and in fact are not rated for travel on road surfaces below 45 degrees) and All-Weather tires won’t cut it for snowy/icy mountain roads. Even All-Terrain tires are not made for these conditions. If we have snow tire requirements on a particular day, we will try our best to warn you in advance. Not having proper tires for the conditions is not considered a violation of our vehicle requirements agreement, it just means you might be subject to a conditional snow closure. In the case of either a complete or conditional snow closure, you will be contacted and receive an option to reschedule or receive a full refund. Please keep in mind that the weather at 9,000 feet is very different from the weather in Denver, Golden, Boulder, etc. If we cancel, it is for the safety and wellbeing of our guests, our neighbors, and ourselves.

Late Cancelations & Refund Requests

When you cancel an appointment, it does not automatically process a refund. Please text us at (303) 718-7971 or email Alyssa at alyssa@raspberryhotsprings or Alex at alex@raspberryhotsprings to request a refund.

If you wish to cancel your appointment within 72 hours, you will need to reach out to us. Cancelations within 72 hours can only be processed from our end. We do not allow rescheduling within 72 hours of appointments.

Refund Processing

Once your refund is initiated, you will receive a text from us with a copy of your receipt, as well as an email from Stripe. It typically takes 1-3 business days for the refund to reach your payment card, but may take as long as 5-10 business days.