Terms & conditions

The rules, in plain English.

Last updated 2026. These terms apply when you book or use the recovery suite.

1. Who we are

The recovery suite trades as Back of the Box at 3/4 Coomers Buildings, Mill Lane, Alton, Hampshire GU34 2QG. Back of the Box Ltd is registered in England and Wales, company number 17390406. Contact us at hello@backofthebox.co.uk.

2. Bookings

Sessions may be booked up to two weeks in advance, except private hire which may be booked up to three months in advance. A booking is confirmed once payment is taken and you have a confirmation email. Sessions start at the time booked — the suite heats to your slot, so late arrival shortens your session rather than extending it. You must be 18 or over to make a booking. Anyone under 18 must be accompanied throughout by a parent or guardian, who is responsible for them.

3. Cancellations and refunds

Drop-in sessions: cancel more than 12 hours in advance for a full refund. Inside 12 hours we can't refund it, as the suite has already been scheduled to heat for you. Members: cancel a session up to 4 hours before it starts. You can still cancel inside 4 hours and we would rather you did, so the session goes back to somebody else — but that cancellation, and a no-show, carry the standard £2 fee, added to your next monthly bill rather than charged to your card on the day. We waive it where there is a good reason; just tell us. If we have to cancel — a fault, a water quality reading out of range, or anything else — you get a full refund or a session moved to another time, whichever you prefer.

Private hire is different. Booking it takes the whole suite off sale for that hour, so cancel more than 7 days before and you get a full refund; inside 7 days it is not refunded. You can still cancel inside that week and we will release the session — you simply do not get the money back. Everyone in your party must complete their own health declaration before arriving; we email each of them a link when the booking is paid for.

4. Memberships

Memberships are rolling and monthly, taken by card on the same date each month. There are three tiers: Hobbyist (6 included sessions a month), Regular (12) and Full (up to 30, and no more than one a day). Included sessions run by calendar month, reset on the 1st, and unused sessions do not carry over. Members may book additional sessions at the members' rate at any time; those are charged separately and do not come out of the allowance.

Cancel any time before your next payment date; you keep access until the end of the month you have paid for. Pausing takes effect from your next billing date, and you keep access for the remainder of the month already paid. There are no joining fees, cancellation fees or minimum terms. Founding rates apply to the Full membership only and are held for as long as your membership runs continuously; if you cancel and rejoin, you rejoin at the rate current at that time. Discounts are not combined — where more than one applies, you pay the lower price. Memberships are personal to you and cannot be shared or transferred.

5. Health and your own risk

Sauna, cold water immersion and hot tub use carry real risks. When you book you confirm that you and everyone in your party are fit to use the facilities, have read the health and safety guidance, and have taken medical advice where any of the listed conditions apply. You use the suite at your own risk. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that can't be limited by law.

6. Behaviour

Shower before entering the water. No alcohol or drugs on the premises, and no using the facilities under the influence. No glass. No photography or filming of other people. Keep the noise down — people are here to switch off. We can end a session or cancel a membership without refund for behaviour that puts others at risk or spoils it for everyone else.

7. Unstaffed operation

The suite normally operates without staff on site. There is an emergency call point in the suite, remote monitoring of temperatures and plant, and a documented response plan. In an emergency, call 999 first, then use the call point.

8. Your belongings

Bring as little as you can. We're not responsible for loss of or damage to personal property brought onto the premises, except where caused by our negligence.

9. Access and door entry

You are issued a gate code that works for the duration of your booking. Don't let anyone in who hasn't booked — every person in the suite needs a booked place, both for safety and for insurance. Sharing access is grounds for cancelling a membership.

10. Changes and closures

We may close the suite for maintenance, water treatment, or reasons outside our control. Where that affects a booking, you get a refund or a replacement slot. We may change prices with 30 days' notice; founding rates are excepted as described above.

11. Complaints and law

Email hello@backofthebox.co.uk and we'll respond within five working days. These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.