Terms of service.

Updated 6 February 2026

At FLÖ, we strive to provide a safe, enjoyable, and restorative experience for all our guests. By booking with us, you agree to the following Terms of Service.

FLÖ is an over 18s venue unless explicitly stated otherwise for specific events.

Cancellation Policy

All Standard Sessions

(Swim, Sauna & Plunge / Wild Swim / Hot tub, Swim, Sauna & Plunge Sessions, Treatments and Events)

We operate a 48-hour cancellation policy for all bookings.

  • Cancellations made 48 hours or more before your scheduled session are eligible for:

    • A full refund, or

    • The option to reschedule.

  • Cancellations made within 48 hours of your session are non-refundable and cannot be rescheduled.

  • No-shows are non-refundable and cannot be rescheduled.

Non-Refundable Sessions

Some special events (for example New Year’s Day sessions, Solstice sessions, or clearly stated promotional events) may be non-refundable at the time of booking. This will always be clearly stated before purchase.

Bookings Made Before 6th February 2026

Bookings made before 6th February 2026 will be honoured under the cancellation policy that was in place at the time of booking.

We always honour the policy that applied when your booking was made.

Group Bookings & Private Hire

By paying your invoice, you confirm your booking and agree to FLÖ’s Booking & Payment Terms, Health & Safety requirements, and General Terms & Conditions.

  • A 50% deposit is required to secure the booking, refundable up to 30 day prior.

  • The remaining balance is due no later than 30 days prior to the event date.

  • Inside the 30 day window, all group bookings and reserved time slots are non-refundable.

  • For bookings made within 30 days of the event date, full payment is required at the time of booking.

Emergency contact details must be provided for all attendees participating in any swim, sauna, or spa activity.

Further details:
https://www.flowellbeing.co.uk/group-bookings

Booking & Payment

  • All bookings must be made in advance through our online booking system.

  • Full payment is required at the time of booking to secure your reservation.

Assumption of Risk

Wild swimming, cold water immersion, sauna use, hot tubs and spa facilities involve inherent risks.

These risks include, but are not limited to:

  • Cold water shock

  • Slips and falls

  • Drowning risk

  • Sudden changes in weather

  • Dehydration or overheating

  • Physical strain

By booking and attending FLÖ, you confirm that you are physically and medically fit to participate and voluntarily accept all inherent risks associated with these activities.

Swimming Policy

All activities in the lake are fully lifeguarded during operational sessions.

While lifeguards are present for safety supervision, swimming and cold water immersion involve inherent risks. All guests enter the water at their own risk and must follow all safety guidance provided by the lifeguard team.

All swimmers must:

  • Be able to swim a competent stroke (breaststroke or front crawl) for at least 200 metres.

  • Inform staff of any medical conditions that may affect their safety.

  • Use a tow float when swimming in the lake.

  • Wear appropriate swimwear at all times.

  • Follow all lifeguard and staff instructions immediately.

We strongly recommend wetsuits during colder months and bright swim hats for visibility.

FLÖ reserves the right to refuse lake access to any guest we believe may be at risk for their own safety or the safety of others.

Health & Safety

We recommend consulting a doctor before using our facilities if you:

  • Have pre-existing medical conditions

  • Are pregnant

  • Are recovering from injury

If you are feeling unwell, have experienced sickness or diarrhoea within the previous 48 hours, or have a contagious skin condition, you must not use the lake or hot tubs.

Guests must inform staff of any relevant health concerns prior to participation.

Alcohol & Intoxication Policy

Alcohol consumption at FLÖ is restricted to alcoholic beverages purchased onsite. Outside alcohol is strictly prohibited.

For the safety and wellbeing of all guests, FLÖ reserves the right, at its sole discretion, to refuse entry, refuse service, or remove any guest at any time if we believe they are intoxicated or not using the facilities safely.

No refund will be issued in these circumstances.

Right to Refuse Entry

FLÖ reserves the right to refuse entry or remove any guest without refund if they:

  • Behave in a disruptive, unsafe or inappropriate manner

  • Fail to follow safety instructions

  • Pose a risk to themselves or others

This policy protects the wellbeing of all guests and staff.

Limitation of Liability

To the fullest extent permitted by law, FLÖ, its directors, employees and contractors shall not be liable for:

  • Injury, loss or damage sustained during your visit, except where caused by our negligence

  • Loss, theft or damage to personal belongings

  • Indirect or consequential loss

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot legally be excluded under UK law.

Personal Belongings & Lost Property

Guests are responsible for their personal belongings at all times. Lockers, where provided, are used at your own risk.

Lost property will be held for 4 weeks. Please contact the team as soon as you realise an item has been left behind. After 4 weeks, unclaimed items will be donated or responsibly disposed of.

Weather Policy

FLÖ operates in most weather conditions. Rain and cold weather are part of the experience.

Swimming and hot tub use are not permitted during thunderstorms or lightning.

If severe weather prevents use of certain facilities, we will offer rescheduling options where reasonably possible.

Force Majeure

FLÖ shall not be liable for failure or delay in performing obligations due to circumstances beyond our reasonable control, including but not limited to:

  • Extreme weather

  • Government restrictions

  • Public health emergencies

  • Power outages

  • Natural disasters

In such cases, we will provide rescheduling options where feasible.

Photography & Privacy

Photography and filming are not permitted in changing rooms.

Guests may take photos in public areas. By sharing and tagging FLÖ, you consent to potential reposting on our social channels.

FLÖ may take photographs for promotional purposes. If you do not wish to appear in photography, please inform a member of staff upon arrival.

Amendments to Terms

FLÖ reserves the right to update these Terms of Service at any time. The version in place at the time of booking will apply to your reservation.