Terms and Conditions

These Terms and Conditions govern your use of the website dinnerplainonsen.com.au, your purchase of passes, treatments, memberships, gift vouchers and products, and your entry to and use of the Dinner Plain Onsen & Spa facility. Please read them carefully.

1. About these terms

The website dinnerplainonsen.com.au and the Dinner Plain Onsen & Spa facility at Big Muster Drive, Dinner Plain VIC 3898 are operated by Hotham Operations Pty Ltd (ABN 42 144 582 972) ("we", "us", "our").

By accessing our website, making a booking or purchase, or entering our facility, you agree to be bound by these Terms and Conditions. If you do not agree with them, please do not use our website or facility.

These terms should be read together with our Privacy Policy, and with any additional terms displayed at the point of purchase or on signage at the facility. Where there is an inconsistency, the terms displayed at the point of purchase for that specific product or service will apply to that purchase.

2. Definitions

Facility means the Dinner Plain Onsen & Spa premises, including the onsen pool, lap pool, sauna, cold plunge, change rooms, lounge, gym, treatment rooms, retail space and all surrounding areas.
Pass means any single-entry, multi-visit, weekly or seasonal admission product we sell.
Treatment means any massage, facial, wellness or other therapist-delivered service.
Guest, you or your means any person who uses our website, purchases from us, or enters the Facility.

3. Use of our website

You may use our website for lawful purposes only, and you agree not to:

use the site in any way that breaches any applicable law or regulation;
attempt to gain unauthorised access to the site, its servers, or any connected system;
introduce viruses, malware or other harmful code;
use automated systems to scrape, harvest or copy content from the site; or
interfere with the proper working of the site or any other person's use of it.

We make reasonable efforts to keep the information on our website accurate and current, including pricing, opening hours, facilities and availability. However, information may change without notice and we do not warrant that the site will be error-free, complete or uninterrupted. We reserve the right to correct errors, including errors in pricing, at any time before your booking is confirmed.

4. Intellectual property

All content on this website — including text, images, photographs, video, logos, branding, layout and design — is owned by us or our licensors and is protected by Australian and international copyright and trade mark law. You may view and print content for your own personal, non-commercial use. You may not reproduce, republish, distribute, modify or commercially exploit any content without our prior written permission.

5. Bookings and payment

Bookings for passes and treatments may be made online through our booking platform, by phone, or in person, subject to availability.
A booking is only confirmed when you receive a confirmation from us. Until then, no contract exists between us.
All prices are displayed, charged and processed in Australian dollars (AUD) and include GST unless stated otherwise. This applies to every transaction with us, including passes, treatments, memberships, gift vouchers and retail purchases.
If you pay with a card issued outside Australia or in another currency, your bank or card issuer will apply its own exchange rate and may charge international transaction fees. Those rates and fees are set by your provider, not by us, and we are not responsible for them. Any refund is processed in AUD for the original AUD amount, and the amount you receive in your own currency may differ from the amount originally debited due to exchange rate movement.
Full payment is generally required at the time of booking. We may require a deposit or credit card guarantee for certain bookings.
We reserve the right to decline or cancel a booking where payment is not received, where information provided is incorrect, or where we reasonably believe the booking is fraudulent.
Entry is subject to capacity limits. We recommend booking in advance, particularly during peak season. Walk-in entry cannot be guaranteed.
Please arrive at least 15 minutes before your booked time to allow for check-in and changing. Late arrival may reduce your session or treatment time without a reduction in price.

6. Cancellations, changes and no-shows

We understand that sometimes you need to change or cancel an appointment. We require 48 hours notice to reschedule or cancel your booking. Cancellations made with less than 48 hours notice will be charged the full treatment fee.

In summary:

Notice given	Outcome
48 hours or more before your booking	Reschedule or cancel at no charge. Any amount paid is refunded or held as a credit, at your election.
Less than 48 hours before your booking	The full treatment or booking fee is charged and no refund is payable.
No-show, or arrival too late to be accommodated	The full treatment or booking fee is charged and no refund is payable.

To cancel or change a booking, contact us on 03 5178 3060 or at info@dinnerplainonsen.com.au, or use the link in your booking confirmation.

Where we cancel a booking because we are unable to open or provide the service, we will offer you a full refund or a credit, at your election.

We may waive cancellation fees at our discretion, for example where you are unwell, where illness would put other guests at risk, or in the case of genuine emergency. Nothing in this section limits any rights you have under the Australian Consumer Law.

7. Passes and memberships

Passes and memberships are valid only for the period and number of entries stated at the time of purchase.
Unless stated otherwise, multi-visit passes are valid for the season in which they are purchased and expire at the end of that season. Unused entries do not carry over to a following season and are forfeited on expiry, and are not refundable or extendable, except where required by law. The applicable season dates are published on our website and displayed at the Facility, and are confirmed at the time of purchase.
Weekly and seasonal passes run for consecutive calendar days or the stated season and are not able to be paused or transferred, unless we agree otherwise in writing.
Passes are personal to the purchaser and may not be shared, on-sold or transferred without our written consent. We may ask for photo identification.
Passes admit you to the facilities specified on the pass only. Spa treatments, classes and retail items are charged separately unless expressly included.
Access is always subject to capacity, opening hours, maintenance requirements and these terms.
We may suspend or cancel a pass or membership without refund where a guest seriously or repeatedly breaches these terms, our conditions of entry, or behaves in a way that endangers or unreasonably disturbs others.
Change of mind is not generally a ground for a refund on passes or memberships. Your rights under the Australian Consumer Law are not affected.

8. Gift vouchers

Gift vouchers are valid for at least three years from the date of issue, in accordance with Australian law, or for a longer period if stated on the voucher.
Vouchers may be redeemed against passes, treatments and retail products, subject to availability, unless the voucher states it is for a specific service.
Vouchers are issued and redeemed in Australian dollars (AUD), are not redeemable for cash and are not reloadable.
Where the value of a voucher exceeds the purchase price, the balance remains on the voucher for future use until expiry. Where the purchase price exceeds the voucher value, the difference is payable at the time of purchase.
Bookings made using a voucher are subject to the same 48 hour cancellation policy set out above. A cancellation with less than 48 hours notice, or a no-show, will result in the voucher value for that booking being forfeited.
Lost, stolen or damaged vouchers may be replaced at our discretion where the original purchase can be verified. We are not responsible for vouchers lost before they reach the recipient.
Vouchers cannot be used in conjunction with other promotional offers unless stated.

9. Retail purchases

Retail products are sold subject to availability and priced in Australian dollars (AUD). Product images and descriptions are indicative only; colours and finishes may vary.
Title to and risk in goods passes to you on delivery or collection.
We are not required to provide a refund or exchange simply because you have changed your mind. Where we choose to offer a change-of-mind exchange or credit, it is conditional on the item being returned within 14 days, unused, in its original condition and packaging, with proof of purchase.
For hygiene reasons, we cannot accept returns of opened skincare, cosmetics, swimwear or consumable products unless the item is faulty.

10. Your consumer guarantees

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with a service, you are entitled to cancel your service contract with us and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have the problem rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

For goods, you are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in these Terms and Conditions excludes, restricts or modifies any guarantee, right or remedy you have under the Competition and Consumer Act 2010 (Cth) or any other law that cannot lawfully be excluded.

11. Conditions of entry

Entry to the Facility is conditional on you agreeing to and complying with these terms, our conditions of entry displayed on site, and the reasonable directions of our staff. In particular:

You must check in at reception before using any facility.
You must complete any health declaration or waiver we ask you to complete.
You must shower thoroughly before entering the onsen, lap pool or plunge pool.
Appropriate swimwear must be worn in all wet areas. Nudity is not permitted in shared areas.
Glass, outside alcohol, food and pets are not permitted in the wet areas.
We may refuse entry to, or remove, any person who is intoxicated, affected by drugs, behaving in an unsafe, abusive or offensive manner, or who refuses to follow staff directions. No refund is payable in these circumstances.
Smoking and vaping are not permitted anywhere on the premises.

12. Health, safety and your wellbeing

Please consider your health before bathing

Hot mineral bathing, saunas and cold plunge pools place stress on the body. You use these facilities at your own risk and are responsible for monitoring your own wellbeing.

You should seek advice from your doctor before using the onsen, sauna or plunge pool if you:

are pregnant or may be pregnant;
have a heart condition, high or low blood pressure, or a circulatory condition;
have epilepsy, diabetes, or a respiratory condition;
have recently had surgery or have an open wound or skin infection;
are taking medication that affects blood pressure, heart rate, circulation or temperature regulation; or
have any other medical condition that may be affected by heat or cold immersion.

You must not enter the water if you are unwell, have an infectious illness, gastrointestinal symptoms, or an open or weeping wound.

You must not use the facilities while under the influence of alcohol or drugs.

We recommend limiting hot bathing sessions, hydrating regularly, and leaving the water immediately if you feel dizzy, faint, nauseous or unwell. Please notify a staff member if you or another guest needs assistance.

Surfaces around water are slippery. Please walk, do not run, and take care on steps and wet flooring. Diving, jumping and rough play are not permitted.

13. Children and minors

Guests under 16 years of age are not permitted in the onsen, sauna or cold plunge facilities.
Guests under 18 years must be accompanied and actively supervised by a responsible adult at all times where entry is permitted.
Spa treatments for guests under 18 require the consent and, where we require it, the attendance of a parent or guardian.
Gym access is restricted to guests aged 16 and over, subject to any additional supervision requirements we impose.
Supervising adults are responsible for the behaviour and safety of the minors in their care.

14. Conduct and facility rules

Our Facility is a quiet, restorative environment. We ask all guests to:

keep conversation low and respect the quiet enjoyment of others;
keep mobile phones on silent and refrain from calls in bathing and treatment areas;
treat staff and other guests with courtesy and respect;
report any spill, breakage or hazard to staff immediately; and
observe all posted signage and staff directions.

We do not tolerate harassment, discrimination, abuse or threatening behaviour towards staff or guests. Any guest engaging in such conduct will be asked to leave without refund and may be refused future entry.

You are responsible for any loss or damage you cause to our property through your negligent or deliberate conduct.

15. Spa treatments

You must disclose relevant medical conditions, injuries, allergies, pregnancy and medications on our consultation form before your treatment. We may decline or modify a treatment on health and safety grounds.
Treatment times include consultation and dressing time.
Our therapists provide relaxation and wellness treatments. These are not medical treatment and are not a substitute for advice from a qualified health practitioner.
Treatments are delivered in a professional therapeutic setting. Any inappropriate conduct or request will result in the immediate termination of the treatment, full charge, and removal from the premises.
Requests for a specific therapist will be accommodated where possible but cannot be guaranteed. Substitution of a therapist is not a ground for cancellation without notice.

16. Personal property and lockers

Lockers are provided for your convenience. You are responsible for securing your belongings. We recommend you leave valuables at home. To the extent permitted by law, we are not liable for loss of, or damage to, personal property brought onto the premises, except where the loss is caused by our negligence.

Items left behind will be held for 30 days and then donated or disposed of. Perishable and unhygienic items may be disposed of immediately.

17. Closures, weather and changes

Individual facilities may be closed or restricted from time to time for maintenance, cleaning, water quality management, private events, staffing constraints, or for health and safety reasons. We will try to give notice where we can.

Our alpine location means access and operations can be affected by weather, road conditions, snow, fire, power and water supply. Where circumstances beyond our reasonable control prevent us from providing a booked service, we will offer you a reschedule, credit or refund for the affected portion of your booking, but we are not liable for any other costs you incur, such as travel or accommodation.

Opening hours, pricing, facilities and class timetables may change. The current information published on our website or displayed at the Facility applies at the time of your visit.

18. Assumption of risk

Recreational activities including hot mineral bathing, sauna use, cold water immersion, swimming, gym use and exercise classes carry inherent risks, including risks of slips and falls, overheating, fainting, cold shock and physical injury, which cannot be entirely eliminated even with reasonable care.

By entering the Facility and using these services, you acknowledge these risks and accept responsibility for making your own assessment of your fitness to participate. To the extent permitted by law, including under the Australian Consumer Law and Fair Trading Act 2012 (Vic) and the Wrongs Act 1958 (Vic), you agree to use the Facility at your own risk.

19. Liability

To the maximum extent permitted by law, and subject always to your rights under the Australian Consumer Law:

we exclude all liability for indirect, special or consequential loss, loss of profit, loss of enjoyment, or costs of travel and accommodation;
where our liability cannot be excluded but can be limited, our liability is limited, at our option, to resupplying the relevant service or paying the cost of having it resupplied, or to replacing the relevant goods or paying the cost of replacement; and
we are not liable for loss or damage caused by your failure to follow staff directions, posted safety signage, or these terms.

Nothing in this clause operates to exclude liability for death or personal injury caused by our negligence where such exclusion is not permitted by law.

20. Privacy

We collect and handle personal information — including contact details, payment information and health information provided on consultation forms — in accordance with the Privacy Act 1988 (Cth) and our Privacy Policy. Health information is collected only to allow us to provide services safely and is treated as sensitive information.

21. Photography and filming

For the privacy and comfort of all guests, photography and filming are not permitted in change rooms, bathing areas or treatment rooms.

We may photograph or film at the Facility for marketing purposes. Where we do, we will give notice and take reasonable steps to avoid capturing guests who do not wish to appear. If you would prefer not to be included, please let a staff member know.

22. Third party services

Our bookings, payments and gift vouchers are processed through third party platforms. Your use of those platforms is also subject to their own terms and privacy policies. We are not responsible for the operation, security or availability of third party platforms, though we will assist you with any issue affecting your booking with us.

Our website may contain links to third party sites. Those links are provided for convenience and do not imply endorsement. We are not responsible for the content of external sites.

23. Changes to these terms

We may update these Terms and Conditions from time to time. The version published on our website at the time you make a booking or purchase is the version that applies to it. We encourage you to review this page periodically.

24. General

Governing law. These terms are governed by the laws of Victoria, Australia. You submit to the non-exclusive jurisdiction of the courts of Victoria.
Severability. If any provision is found to be invalid or unenforceable, it is severed and the remaining provisions continue in force.
Waiver. A failure by us to enforce any provision is not a waiver of our right to do so later.
Entire agreement. These terms, together with any terms displayed at the point of purchase, form the entire agreement between us in relation to your use of our website and Facility.

25. Contact us

If you have a question, concern or complaint about these terms or your experience with us, please contact us. We take feedback seriously and will respond as quickly as we can.

Dinner Plain Onsen & Spa
Big Muster Drive, Dinner Plain VIC 3898
Phone: 03 5178 3060
Email: info@dinnerplainonsen.com.au