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 72 hours, 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 date 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 email, you’ll see an option 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.

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 advise for vehicles listed 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 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 or when road access conditions are hazardous. You will be contacted and receive an option to reschedule or receive a full refund in the case of a snow closure day. Please keep in mind that the weather at 9,000 feet is very different that 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.