UK: Terms and conditions La Crisalida Wellness UK Ltd (La Crisalida Retreats)

Booking terms and conditions UK Wales

This page contains the terms and conditions that apply to your booking with La Crisalida Retreats, in the UK, registered company name La Crisalida Wellness UK Ltd. They were last updated on 13th February 2025. 

1. Booking terms and conditions

It is the customer’s responsibility to check the reservation and ensure that the particulars contained therein are correct.

As the business is registered in the UK, all payments must be received in POUNDS STERLING.

1.1 Deposit amount

To make a reservation, the customer shall pay La Crisalida Retreats a non-refundable deposit in the sum of 10% of the total amount due for each person named in the reservation. The amount will be rounded up to the nearest whole Pound.

If payment of the deposit is not received within 24 hours of asking to book, La Crisalida Retreats will cancel the tentative reservation.

Your booking and deposit fee will be confirmed by email within 24 hours.

1.2 Payment in full

Full payment is due 30 days before arrival date. We will inform you of this date at the time of booking.

If you fail to make the full payment – or balance payment – by the due date La Crisalida Retreats reserves the right to cancel the reservation and all payments received to that date are non-refundable.

Receipt of full and final amount payable will be confirmed by email.

Your booking is not considered definite until we receive full payment for your entire stay from you.

2. Payment

We accept payments via Visa or Mastercard credit and debit cards. We do not accept American Express or Diners Card.

We have two online payment systems available for you to make payments. One is through the online booking system and for the other, La Crisalida Retreats UK will send you a payment request via email. At the same time we will email you directly from infouk@lacrisalidaretreats.co.uk or from our property management system. If you have any difficulty using your card, please notify La Crisalida as soon as possible. We can also take payment by card over the phone and in person at the retreat.

We accept payment by bank transfer to our account in the UK. We will email you our banking details on request. Unless otherwise agreed in writing, the price is the exact amount to be received by us. If you choose to pay by electronic transfer, please instruct your bank to charge all costs to you in order to avoid a shortfall in the amount that we receive. In the event of La Crisalida Retreats being charged a commission fee by the bank, this fee will be added to your account to be paid by you.

We accept payments via PayPal, upon request. If you choose to pay via Paypal, merchant fees apply of 4.2% (or the applicable merchant fees at time of booking), per payment made, which we will add onto the amount due. The payment request will be sent to your PayPal email account.

Full payment received is taken as confirmation of agreement to the La Crisalida Retreats booking terms and conditions applicable to your stay

3. Online bookings and card payments

Guests can use the online booking facility to book a retreat with us. It is your responsibility to check that you have booked the correct dates of arrival and departure, for the correct number of guests and the correct accommodation.

A credit or debit card is necessary to complete the online booking process, to pay the deposit or full amount (if your arrival is within the next 30 days). These credit / debit card details will be stored on your booking – you can ask us to delete them at any time. La Crisalida Retreats will not use your card information for any payments without express consent, except under specific circumstances (for example, destruction to property).

Confirmation of payment will be sent automatically at the time of payment.

La Crisalida will review the online booking and contact you by email within 24 hours to confirm your booking.

4. Cancellation by you, the customer

In the event of cancellation by the customer, regardless of the circumstances, the following refund fees, minus the deposit, apply. The deposit is non-refundable.

• Cancellation within 24 hours of booking, full refund of all payments received minus an administration charge of £50.
• Cancellation 30 days or less before due arrival date, 0% refund
• Cancellation more than 30 days before due (original) arrival date, 100% refund, minus the deposit

5. Cancellation by La Crisalida Retreats

We reserve the right in any circumstances to cancel a retreat, in which case we will offer a full refund of all monies paid. This excludes all situations where the government or national health body instruct us to close due to pandemic, force majeure, act of war or terrorism, or other reason outside of our control.

6. Amendments by you, the customer

If you wish to amend your booking, you can do so up to 30 nights before your arrival.

Any changes or amendments to your booking for your visit will be subject to an administration fee of £50 per booking.

Amendments include (but are not limited to): changing number of guests (reduction or addition), changing room type, changing the length of stay, changes to dates of arrival and/or departure and changing guest details. Please note, this is not an exhaustive list and there may be other amendments which incur a £50 administration fee.

Every time you make a change to your booking, an amendment fee is applicable.

If you amend the date of your retreat, you must attend the retreat within 12 months of your original retreat. This applies to the UK venue only with La Crisalida Wellness UK Ltd.

If you are unable to come to the retreat and do not know the date you can come, we can offer to hold your deposit or full payment as credit – you must book a new retreat date within 12 months of your original arrival date. See “Credit with La Crisalida Retreats” for more details.

The terms and pricing are recalculated at the advertised rate at the time of your amendment (not at the prices at the date of original booking). Early bird discounts only apply to the original booking, not to any dates/ retreats that are amended.

7. Amendments by La Crisalida Retreats

Occasionally, changes may have to be made to the programme (e.g., yoga teacher, class times or other arrangements), which we reserve the right to do at any time. If your accommodation has to be changed, we will do our utmost to provide accommodation of a similar rating or better. If a significant change becomes necessary, we will inform you as soon as reasonably possible if there is time before your arrival.

8. Check-in and check-out times

Check in for the apartments are 2pm and we request that you check out from your apartment by 11am. We have luggage storage and changing facilities available if you arrive early or leave later.

For a one or two night stay, you can arrive on your first day at 12 noon and must depart by 12 noon on your last day.

When booking for 3 nights or longer, you can arrive for breakfast and depart by 6pm. However your room is only guaranteed at our standard check-in and check-out times.

9. Arrival time to the retreat

Guests must arrive at the retreat by 9pm. This is to avoid disruption to other guests who have come to rest and rejuvenate and to ensure you arrive whilst reception is open. Unexpected late arrivals will be subject to our terms and conditions for late arrivals and applicable charges.

La Crisalida can collect you from Caersws train station between 10am and 6.15pm, when arranged in advance and with at least 24 hours notice of train arrival / departure time, for a minimum 2 night stay. 

10. Group Bookings

Where a booking is made on behalf of several individuals the booking is conditional on the lead contact of the booking having authorisation from all the individuals named on the booking form to enter into this contract. A deposit in respect of every group member is required.

If a group is disruptive to other guests La Crisalida Retreats reserves the right to ask all or any individual members of the group to leave immediately with no refund.

11. Minimum age

The retreat has a minimum age of 18 years. On occasions we will accept young adults aged 16 years when accompanied by a parent or responsible guardian.

12. Travel Insurance

When travelling from outside the UK, La Crisalida Retreats requires that you take out travel insurance at the time you book your retreat. Your travel insurance should cover the activity of this retreat as well as unexpected cancellation, sickness, losses and all the usual risks. You should bring the policy with you in case of an emergency.

If you are a UK resident and travelling within the UK, we recommend that you take out insurance that would cover you for unexpected cancellations, sickness, losses and usual risks of travelling and booking a holiday.

13. Accommodation

If you book a shared apartment, as a solo traveller, unless otherwise agreed we will make sure that your room-mate is the same gender as you. This means you will form “one household” for the purpose of any local health regulations.

On occasions we might provide an alternative room to that booked, this will always be of the same or a higher price.

14. Your Travel Arrangements

All travel arrangements are your responsibility and at your own cost. We shall not be held liable for any consequences arising from delays or cancellations in any of the companies you may have made arrangements with, or for any irregularities in your documentation required for travel. This includes flights and travel within your home country.

La Crisalida Wellness UK can arrange to collect or drop off at Caersws train station, between 10am and 6.15pm every day of the week, when the trains are running and with 24 hours notice, minimum 2 night stayt. We do NOT provide transfers to and from any other train stations, towns or the airport – it is your responsibility to make your own travel arrangements to and from the retreat.

15. Late arrivals, late departures and charges

We ask that guests arrive before 9pm. This is to avoid disruption to other guests.

A member of the team will be on site at all times, so if you are delayed due to a late flight, train, travel problems, we ask that you call the retreat to advise us of this. The retreat doors will be locked so you will need to let us know.

On occasions when a guest is delayed due to an airline or train being late, or when they experience travel issues, we will wait 15 minutes from standard reception close time. After this, a late arrival charge will be applied if we are required to wait. For each 30 minute delay, there will be an additional £50 charge. We will supply paperwork if requested, so that you can reclaim the expense from your airline or insurer. There will be a maximum one hour wait time. If you know you will be late, please contact us as soon as possible.

If you are booked on an overnight retreat, we ask that you leave by 12 noon. A late departure charge of £50 may apply to each guest if they leave after midday.

16. Your Health

We recommend you consider consulting a doctor to check that you are sufficiently fit and healthy to undertake the classes and other physical activities that take place at the retreat.

Please be sure to advise us of any health conditions before you book. We reserve the right to decline your application to stay at La Crisalida. If your health conditions are clearly inconsistent with that confirmed by you in the health questionnaire we reserve the right to cancel your booking (before you come) OR to ask you to leave the retreat and your payment is forfeit.

Whilst all measures are taken to ensure a high standard of health and safety, we shall not be responsible for any injuries caused by uneven terrain or our activities inside or outside the retreat.

Our retreats may not be appropriate if any of the following apply:
• you are currently being treated for a life threatening illness (e.g. cancer), or are receiving chemotherapy or radiotherapy
• you have severe heart problems
• you are pregnant or breast feeding
• you have addictions (past or present) to alcohol, drugs or other similar substances
• you have an eating disorder(s)

The retreat is not set up to support people with current substance abuse problems, mental health disorders or eating disorders. If any of these conditions apply to you at or after the time of booking your retreat, we reserve the right to request written confirmation from your registered health practitioner before attending that you are well enough to participate in the retreat. We also reserve the right to ask you to cease participation in any class, or to leave the retreat completely, with no refund, if we feel this is appropriate for health reasons.

We reserve the right to ask you to leave the retreat if we have reasonable grounds to believe that you are abusing substances or are mentally unstable, with no refund.

In any event we reserve the right to insist you stop participating in activities and we reserve the right to insist you seek appropriate professional or medical help during your time at La Crisalida at your cost.

If you experience any injury or discomfort during any activity during the retreat, then you must stop immediately and consult a member of the La Crisalida team and, if necessary a medical professional (at your own cost).

La Crisalida Retreats does not support water-fasting. If you decide to water-fast during your stay and we become aware of this, we will ask you to sign a liability waiver form. If you decide to water-fast and do not inform us, La Crisalida Retreats does not accept any responsibility for any adverse effects or events caused by your decision.

Juicing might not be suitable for everyone. For example, we do not recommend juicing for people with an eating disorder. We recommend that it is best to eat the plant-based food in this instance. Some people under active medical care, on medication, or recently recovered from a serious medical condition might find their body is better supported by eating the plant-based food. We recommend you consult your doctor for your personal situation before juicing.

17. Treatments and holistic therapies and your health

In order to plan a treatment session that is safe and effective, the therapist will need some general information about your medical history. Reception will supply a questionnaire for you to complete before your session is booked. Some treatments (at extra cost) offered on our website may not be available during your time at the retreat. Some treatments may be limited for people with certain medical conditions, please ask reception for more information.

18. Dietary change

La Crisalida Retreats serves plant-based food, with no alcohol, caffeine, processed sugars or added salt. This can be a change in diet for many people. Sometimes this dietary change can lead to symptoms including (but not limited to), headaches, nausea and sickness. We recommend that people cut down or exclude these items 3-7 days before coming to the retreat: tea, coffee, alcohol, sweets and products containing sugar, tobacco, salt. We also strongly recommend that you increase the amount of water that you drink. If you are concerned about the possible effect a diet change may have, we recommend that you speak to your health care professional in advance of attending the retreat.

19. Smoking, vaping and e-cigarettes

La Crisalida Retreats is a non-smoking retreat. We encourage you to give up smoking and the use of e-cigarettes (vaping) during your stay at the retreat. You should not smoke or vape in your room, in the communal areas or on the retreat premises. A small area will be available for smoking. If you do smoke or vape in your room, or in a communal area, or discard of cigarette butts or vapes anywhere on the premises, La Crisalida reserves the right to add a £150 cleaning charge to your bill, to cover the additional costs of deep cleaning.

20. Left property

We request that you take care to check your room, including drawers and personal outside areas, before you leave and make sure you have all of your belongings. If items are found once you depart, we will notify you within 2 weeks of departure via email.

If, after departing, you realise have left something at the retreat please contact us in writing, with details of the item(s) and where they were left. We will endeavour to identify and locate the items.

We cannot provide long term storage for guest belongings under any circumstances.

If you want your left property to be returned to you, it is your responsibility to organise a courier to come to the retreat to collect it and deliver it to you. We will package the item ready for the courier – it is your responsibility to send us written confirmation of the address it is going to and the name of the courier. There is a minimum £5 charge for packaging basic items. Items that need more secure packaging, for example items that are breakable, will have a minimum charge of £10. This fee must be paid before the item will be released to the courier.

La Crisalida Retreats is not liable or responsible for any items left at the retreat, nor for any items transported via a courier. Unclaimed items will be donated to a local charity shop or discarded after 30 days.

21. Our liability to you

We accept responsibility for ensuring that the retreats are supplied as described and that the services we are contractually obliged to provide are to a reasonable standard.

We do not accept any liability for cancellations, delays or changes caused by war, threat of war, terrorist actions or threats, closure of airports, closure of roads or rail lines, civil strife, pandemic, force majeure, industrial action, natural disaster, technical problems to transport, staff sickness or cancellations, unforeseen changes in your personal circumstances or other events beyond our control.

We are not liable for any injuries you may incur. Activities at the retreat are undertaken at your own risk. We are not liable for any medical or psychiatric conditions which may develop during or subsequent to the retreat. We are not liable for loss of, or damage to, your personal property.

22. Unreasonable, unsociable and unacceptable guest behaviour

La Crisalida Retreats aims to provide a tranquil environment for retreat guests and our staff. Anyone with unreasonable, unsociable or unacceptable behaviour will be spoken to by one of the management team. If a guest is abusive towards a member of staff or another guest, or if a guest continues to disrupt the retreat experience for other guests La Crisalida Retreats reserves the right to request that this guest leaves immediately, with no refund. In this situation it is the responsibility of the guest to arrange their own departure transfer at their own cost.

23. Damage to retreat property and furnishings

We reserve the right to charge a guest the cost of rectifying damage caused by the deliberate, negligent or reckless act of the guest to the retreat’s property, structure, fixtures, fittings or furnishings. Should this damage come to light after the guest has departed, we reserve the right to make a charge to the guests credit / debit card or send an invoice for the amount to the registered address. We will however make every effort to rectify any property or structural damage internally prior to contracting specialists to make the repairs and therefore will make every effort to keep any costs that the guest would incur to a minimum.

24. Removal of retreat property

We reserve the right to charge guests the cost of replacing any items that are removed from the retreat by them without consent.

The charge will be the full replacement amount of the missing item, including any carriage charges.

Should the fact that the item is missing come to light after the guest has departed, we reserve the right to make a charge to the guests credit / debit card, or send an invoice for the amount to the registered address.

25. Complaints

We value your feedback.

If you experience a problem during your retreat, please inform the retreat duty manager immediately and he/she will endeavour to put things right – La Crisalida Retreats cannot deal effectively with complaints made after guests have left.

Once you leave the retreat, if you wish to make a complaint, please do so in writing within 30 days of your departure. Please provide the following information:

• Name and address
• Booking reference / confirmation number
• Phone number
• Date of stay
• How you booked your retreat
• Clear description of your complaint or concerns
• Information about what you would like to do to see things put right
• Copies of any and all relevant correspondence

Please send this by email to infouk@lacrisalidaretreats.co.uk. If you wish to send by post, please send to: The Manager, La Crisalida Retreats, Maesmawr Hall, Long Length, Caersws, Powys, SY17 5SF.

We will acknowledge receipt of your written complaint within 24 hours. We will endeavour to respond fully to your complaint within 72 hours. If more time is needed to resolve the issue we will write to you explaining what is happening and give the name of the person responsible. We will then respond within 8 weeks.

Our terms and conditions are bound by the laws where the service and/or product is delivered / consumed.

Please note that we cannot guarantee the proportion of male/female guests in any group, and we cannot be responsible for the individual behaviour of any group member or other guest sharing your accommodation.

26. CCTV

Please note CCTV is installed around the retreat for the safety of our staff and guests.

27. Amazon Associates

La Crisalida Retreats are an Amazon Associate and earn from qualifying purchases. By clicking on one of the Amazon associate links on our website, you will be taken to Amazon and will be subject to their terms and conditions and policies. La Crisalida Retreats cannot accept any responsibility for any purchases or activity made through the Amazon associates links.

28. UK (English and Welsh) Law applies

29. Gift voucher T&C

Gift vouchers, for amounts of £50 upwards are available to purchase by contacting La Crisalida UK directly.

Gift vouchers are valid for 1 year (12 months) from the date of purchase and bookings must be made within this period.

If gift vouchers are bought from La Crisalida Wellness UK limited, they are for use in the UK only. Gift vouchers bought in Spain are for use in Spain only.

Gift vouchers can be used subject to availability, for retreat stays at La Crisalida Wellness UK, in all accommodation types and for all seasons and for any length of stay. They can also be used during a stay at the retreat, for in-house treatments (massages etc), supplements and for purchasing items from the shop, if applicable. If the gift voucher does not cover the complete value of the retreat stay, the balance must be paid in accordance to our standard terms and conditions.

The value of the gift voucher is the value to be used.

Discounts do NOT apply to the purchase of gift vouchers.

Gift vouchers can be used to book a retreat up to 365 days beyond the expiry date, so long as the booking date is within 1 year from date of purchase. After this date, the gift voucher will expire.

When a gift voucher is purchased, the name of the person for whom the gift voucher will be for must be provided (the name of the person who will come to the retreat).

To redeem a gift voucher against a stay at the retreat, you must contact La Crisalida UK directly and tell us at the time of booking that you have a gift voucher. Discounts apply for retreat bookings as per our standard terms and conditions and only when made directly with La Crisalida.

Gift vouchers are not valid when a booking is made through a third-party website. A reservation must be made by contacting La Crisalida UK directly to be able to use the gift voucher.

Multiple gift vouchers can be used, so long as they are all valid.

Gift vouchers can be transferred to another person at the discretion of the retreat management. A request must be submitted in writing at least 2 months before the gift certificate expires.

Gift vouchers cannot be exchanged for cash.

There are no refunds for unused or part used gift vouchers.

30. La Crisalida Retreats credit

On occasions, you might have credit with La Crisalida Retreats, UK.

If you have credit with La Crisalida Retreats, you must contact La Crisalida Retreats directly to rebook new dates at your earliest convenience.

Credit cannot be transferred to another person. Credit can not be transferred between retreat centres.

There is no refund or cash value for credit.

It is your responsibility to contact us in good time before the expiry date to rebook your retreat. If there is no availability, in the time period, there will not be an extension to the credit expiry date. La Crisalida Retreats does not guarantee you will be able to rebook at the dates you choose – this is subject to availability.

La Crisalida Retreats does not accept responsibility for contacting you to remind you of the expiry date.
Once the expiry date has passed, the credit expires and is no longer valid/ available for use.

31. One Day Retreat (single day, no overnight)

Bookings must be made at least 24 hours in advance.

Booking must be made by PAYMENT IN FULL. If payment is made via bank transfer, funds must be received into La Crisalida’s account before you can join.

Bookings must be made directly with La Crisalida Retreats. Offer is not available to anyone booking through a travel agency or any other medium that may ask for commission or a fee.

A maximum of two Day Retreats may be booked consecutively or during a seven day period at the discretion of La Crisalida when the retreat is not full.

All day retreat guests can arrive anytime after 7.30am and must leave the retreat by 9pm.

There is no refund for monies paid if a guest cancels their day. Transfer of retreat dates is at the discretion of La Crisalida Retreats.

Discounts do not apply.

32. Returning Guest Discount: Full T&C

The following terms and conditions apply for the La Crisalida returning guest discount:

• A returning guest is someone who has stayed at La Crisalida UK or La Crisalida Spain retreat centres previously, for three nights or more (in one single visit).
• You must tell us that you are a returning guest at the time of booking. Our team will check to find your information on our bookings systems.
• Bookings must be made directly with La Crisalida Wellness UK for this discount to apply – discount does not apply to bookings made via any other website, booking portal or agency.
• You must book a minimum of 3 night stay for the Returning Guest discount to apply.
• 10% returning guest discount also applies to all friends or family, who come to La Crisalida UK with you, if the booking for your friend(s)/family is made at the same time as your booking and for the same dates.
• Offer not applicable to extensions of current stay for new guests.
• The 10% returning guest discount, for guests who have stayed in either centre, is valid for bookings made from 14th February 2025, until further notice. (Original returning guest discount only valid for stays in the UK, was for bookings made between 3rd July 2024 to 13th February 2025)
• The discount offer can be withdrawn or changed at any time.

33. Early bird offer: Full T&C

The early bird discount of 10% off standard price per night applies to bookings made 6 months (180 nights) or more in advance of the date of arrival at the retreat. i.e. there must be 180 or more nights between date of booking and date of arrival at the retreat. The date of booking is the date the deposit (or full payment) is received.

• A minimum FOUR night stay must be booked for this offer to apply. (This offer does not apply to guests booking retreats of 1, 2 or 3 nights in length). It also does not apply to any bookings that are amended.
  This discount offer is available for all future dates, in all seasons and all accommodation options, so long as condition 1 and 2 are true and there is availability, until further notice or until the offer is withdrawn by La Crisalida Retreats.
• Bookings must be made directly with La Crisalida Retreats – offer is not available to anyone bookings made via other websites, booking portals or agency.
• Booking must be made by paying 10% deposit at the time of booking. Full payment must be received 30 days before the date of arrival.
• The following discounts can also be used at the same time, if applicable:
  – 10% returning guest discount
  – Long stay discount (5% for 7-13 nights and 10% for 14 plus nights)
• Amendments to arrival date. If you change the date of your retreat and it is less than 180 days before your retreat, the early bird discount will not apply for the new dates.
• All other standard booking terms and conditions apply.
• There is no cash value for this offer.
• This offer can be withdrawn with immediate effect, at any time (at the discretion of La Crisalida Retreats).

34. Book at UK retreat free treatment offer: full T&C

The “book at retreat free treatment offer” is available to all guests who book in person during their stay at the UK retreat centre for a future retreat in the UK. This offer is only valid when a booking is made in person at the retreat during an existing retreat. It is not valid once the guest leaves the retreat.

• The “book at retreat” offer is for a free treatment at La Crisalida UK to the value of £75.
• The offer can be used against the cost of a higher cost treatment – the value of £75 will be deducted from the cost of the higher value treatment and the guest must pay the difference in price.
• The offer can be used against the cost of a lower value treatment – there will be no refund or transfer of any value unused.
• The treatment will be used in the future booking. The voucher is not valid for use on any treatments booked during the current retreat.
• The voucher / offer must be used within 12 months of issue.
• One voucher per person per booking. If two current guests book to come back together both people will receive a free treatment at their next visit. If a guest books to bring another person back, who is not a current guest, only the person making the booking will receive a treatment voucher.
• It is the responsibility of the guest to book a treatment at the earliest opportunity when they return to the retreat. La Crisalida provides no guarantee of availability for your preferred treatment or therapist, but we will endeavour to provide a suitable alternative.
• Bookings must be made directly with La Crisalida UK in person during their current stay. Offer is not available to anyone booking via booking portals or other websites.
• There is no minimum period of time between the current retreat and future booking for this offer to be valid.
• This offer is available when the guest is making a booking for all future dates, in all seasons and all accommodation options, until further notice or until the offer is withdrawn by La Crisalida UK.
• A minimum of 3 nights must be booked for the future retreat booking, for this offer to apply.
• The future booking must be made by paying 10% deposit at the time of booking. Full payment must be received 30 days before the date of arrival.
• Vouchers can not be transferred or gifted to another person.
• This offer does not apply to any bookings made once the person has left the retreat – it must be made in person at reception during their stay.
• If a guest books for two future retreat dates, they will receive two vouchers – one for each retreat.
• The following discounts can also be used at the same time, if applicable:
  – 10% returning guest discount
  – Long stay discount (5% for 7-13 nights and 10% for 14 plus nights)
  – Early bird offer (10%)
• If the guest cancels their future booking the treatment voucher will become invalid.
• Amendments to bookings. A guest can amend the date of arrival of the future retreat, subject to standard booking terms and conditions, the treatment voucher will be valid, so long as the treatment voucher is used within 12 months of the date of issue. There is no cash value for this offer. If this offer is not used, there is no cash alternative.
• This offer can be withdrawn with immediate effect, at any time (at the discretion of La Crisalida Retreats).