Our policies



Our goal: to maximize the relaxation experience of our guests and ensure that the public health measures which govern the opening of spa establishments in Quebec are enforced.

Any guest entering the site of BALNEA accepts and agrees to comply with the following rules:

  1. To present themselves alone or as a duo with a person residing at the same address*. Onsite groupings are not permitted. (A proof of residence may be required during your stay.)
  2. Maintain a distance of two (2) metres with any other person who doesn’t reside at the same address as you;
  3. Wear a mask at all times inside the buildings. The only exceptions include when inside the saunas, steam baths or restaurant LUMAMI. Wearing a mask is also mandatory when moving between the outdoor hot tubs, pools and relaxation zones;
  4. Comply with the signs requiring silence throughout the installations, including hot tubs, steam baths and both indoor and outdoor relaxation zones;
  5. Always go from one area to another with all your personal effects (including your towel and bathrobe), since the spa’s guest capacity is not enough to allow using 2 spaces at the same time. You may not reserve an outdoor lounging chair while you’re using a hot tub or a sauna.

BALNEA is a place of relaxation, contemplation and tranquility of mind. Inappropriate behaviour will not be tolerated, including a lack of respect towards other guests and staff members.

In the case where one of the above rules is not complied with, BALNEA reserves the right to demand that you leave the site without any refund or compensation.

*If you have a condition that prevents you from wearing a mask where this is required, or if, for any reason, you cannot comply with one of the above rules, we ask you to postpone your visit to a later date.


Gift cards purchased online via www.balnea.ca are final and non-refundable. The gift card can be applied to i) the indicated package or ii) to one corresponding to its monetary value. These do not have an expiration date.

It is not possible to purchase an e-ticket, or another gift card with a card that was purchased previously. For safety reasons, and to prevent fraudulent acts, gift cards purchased online will be activated 48 hours after the purchase date. Resale is prohibited.


The ticket is valid for the thermal experience. This ticket is valid for a specific date which cannot be changed once you have purchased your ticket. Each sale is final and cannot be cancelled or refunded. Cannot be combined with any other offers or promotions. Resale prohibited.

Each ticket gives access to the spa experience for one (1) person. Purchase is mandatory to reserve your seat and to benefit from the indicated rate. We do not guarantee the weather of the day, nor the number of facilities in service, which varies according to the season and the temperature. The purchase of the e-ticket can be made until midnight the day before the visit.

Cancelling or modifying a care

The cancellation policy contains a 48-hour notice before an appointment for any changes or a care cancellation. Within a delay of:

  • More than 48 hours : a cancellation is possible at no fee.
  • Between 24 and 48 hours: 50% of the fee will be debited from your credit card. Should you already have paid the full amount, 50% of the fee will be refunded on your credit card.
  • Less than 24 hours: the full amount of a care (100%) will be charged to all persons who cancel or miss their appointment

Should you have symptoms, or you’ve been diagnosed as having contracted COVID-19, communicate with our client services by calling 450-534-0604 or, toll-free 1-866-734-2110. An attestation from your doctor must be presented at the time of cancellation, in order not to pay any cancellation fees.


Each E-Ticket sale is final and cannot be cancelled or refunded.

Should you have symptoms, or that you’ve been diagnosed as having contracted COVID-19, communicate with our client services by calling 450-534-0604 or toll-free 1-866-734-2110. An attestation from your doctor must be presented at the time of cancellation, in order not to pay any cancellation fees.


As of September 10, 2020, promotional tickets starting PM, PSC, PD, PÉ, PF, E, SE, BDJ19, PTUANGO as well as $20 gift cards will be valid again. Each promotional ticket will be extended by the number of months of disability based on the stated expiry date.

Each promotional ticket will maintain its registered terms and conditions:
– Not valid Saturday, holidays, not applicable on tips, etc.

This promotional ticket will be honoured for the service indicated and has no monetary value. No cash value. No
exchangeable. Non-refundable. Non transferable. Non-dissociable. Cannot be combined with any other offer or


Good news! Your bonus Christmas gifts have new validity dates. Consult our calendar to discover them.


As of September 10, 2020, member subscriptions will be valid again. Each subscription will be extended according to the number of months of invalidity and taking into account the initial expiry date, BALNEA will contact you to give you more information and confirm your new expiry date. The following benefits will also be available again: – 20% discount on care from Monday to Thursday, except for BALNEA holidays. – 10 % discount on treatments from Friday to Sunday and during BALNEA holidays. – 20 % discount on products in the boutique – 10 discount on the thermal experience for 2 guides per visit.


Because the ski season was abruptly interrupted, due to the Covid-19 pandemic, BALNEA’s promotional evening membership, exclusive to Bromont, montagne d’expériences, Mont Sutton and Mont Orford membership holders, ended concurrently. This offer will therefore not be extended later than March 15, 2020.


As the tribu cards were valid during the summer season as payment for drinks at LUMAMI or at the BALNEA store, no extension will be granted.

Cost 10 $ / valid 1 year
– Get a $20 discount on the day thermal experience.
– Get a $10 discount on the evening thermal experience.
– Available at the reception. The TRIBU card is valid for 1 year from the date of purchase. Applicable on regular rates only.


The BALNEA Care fidelity card is valid at all times. Originally valid for 1 year, the card’s validity period will be extended for three months.


Newsletter and anniversary discounts are only applicable on the thermal experience. Cannot be combined.


As of September 10, 2020, all corporate contracts will again be valid, according to the conditions and validity of the signed agreement.

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