Question 1

How do I cancel or reschedule?

Accepted Answer

All bookings can be cancelled or rescheduled up to 48 hours before your session. If you miss this window, you won’t be eligible for a refund or reschedule.

If you need to cancel, simply email us at info@fireicewellness.co.uk. You can also reschedule your booking up to 24 hours in advance via the Spaces app.

If you don’t turn up to your appointment and haven’t cancelled in advance, we’re unable to rearrange or refund your booking. As sessions often sell out, late changes mean we lose the opportunity to offer your space to someone else and still carry the running costs for the site.

Please note, sessions are transferable – you’re welcome to pass your booking on to a friend if you can no longer attend.

This policy helps us keep the experience fair for everyone and ensures we can run sessions smoothly and sustainably. Each booking slot is carefully planned to maintain the calm, restorative atmosphere our guests come for.

Question 2

Can I cancel or reschedule my booking at Fire & Ice Wellness if the weather is bad or I am unwell?

Accepted Answer

You can reschedule up to 24 hours before your session via the 'My bookings' tab on our website or via the Spaces app, however bare in mind that our sauna and cold plunge can be enjoyed in all weather. For a full refund, you'll need to cancel 48 hours in advance by emailing info@fireicewellness.co.uk.

Unfortunately, we’re not able to make changes or issue refunds outside of the 24-hour window before your session.

Please note, gift cards and multi-session passes are non-refundable.

This policy helps us keep the experience fair for everyone and ensures we can run sessions smoothly and sustainably. Each booking slot is carefully planned to maintain the calm, restorative atmosphere our guests come for.

Question 3

Do you offer corporate group bookings?

Accepted Answer

Yes. We work with local businesses to support employee wellbeing. Get in touch to discuss group bookings or corporate packages.

Question 4

Can I reserve the sauna for private use?

Accepted Answer

Yes, you can!

We offer exclusive use of a single sauna (max 8-person capacity) for £120 or the whole site (16-person capacity) for £240.

To make a booking, check our availability for booking page, choose an empty session, select "14 attendees" (even if your party is smaller) and use code PRIVATEHIRE at checkout. The discount will be automatically applied.

For single site bookings please start a live chat with us or complete the form on the home page, please be prepared to provide a selection of dates suitable for your party so that we can help you as efficiently as possible.

Question 5

Do you have parking facilities?

Accepted Answer

Yes. Both Westbury-on-Trym Wildlife Park and Old Down have parking spaces available.

Question 6

What shall I bring?

Accepted Answer

Please bring swimwear, water, two towels (one to sit on in the sauna and one to dry yourself outside) and sauna-appropriate footwear (if you wish). Read our "What to expect" page to get a full overview.

Make the most of your hour and arrive with your swimwear under your clothes so that you don't miss a moment.

Question 7

What should I do if the person I bought a gift card for hasn't received it?

Accepted Answer

If the person you bought a gift card for hasn't received it, please check the following:
1. Ensure the email address provided during the purchase is correct.
2. Check if the date you scheduled for the gift card to arrive in their inbox has passed yet
3. Ask the recipient to check their spam or junk folder.
4. If the email address is correct and the gift card is not in the spam folder, please contact our support team at info@fireicewellness.co.uk for further assistance.

Question 8

I've been sent a gift card. How do I redeem it?

Accepted Answer

When will I receive my gift card code?
You’ll receive an email containing your gift card code on the delivery date chosen by the purchaser. Please check your spam if you haven't received it.

How do I use my gift card?
Enter your gift card code at checkout. The value will be automatically deducted from your booking total.

What happens if I do not use the full value?
 Any remaining balance will stay on the same gift card code and can be reused for future bookings.

Important to note
Promo codes and gift cards are redeemed in different places on our site. To use your gift card, make sure you select Redeem a gift card at checkout. Do not enter it into the promo code field.

Step-by-step redemption
Choose your session
Select "book now" or "Add to cart"
Enter your details or log into your account
Do not select “Enter promo code” on this page
Proceed to checkout
Select “Redeem a gift card”
Enter your gift card code

Question 9

How do gift cards work?

Accepted Answer

You can purchase a gift card here. During the checkout process, simply enter the email address of the recipient along with an optional message. They will receive an email containing a unique code, which can be redeemed at checkout when they book a sauna session.

The receipt email you receive is for your records only; the recipient's email will have the actual gift card code they need.

How to redeem a gift card
Visit the Fire & Ice website and choose your session
Add your session to cart
Enter your details or log into your account
Please do not select “Enter promo code” at this stage
Proceed to checkout
Select Redeem a gift card
Enter your gift card code and apply

Question 10

Can I bring children to Fire & Ice Wellness?

Accepted Answer

To ensure a tranquil experience for all guests, we do not allow anyone under the age of 18 to use the facilities. However, our partners at Nature Nook are available for children ages 5-15 so you can fully enjoy your wellness experience. Visit their page to book in.

If you're visiting us at Old Down, there is a great selection of activities for families as part of the Old Down Country Park.

Question 11

Will I be able to use the whole site?

Accepted Answer

This applies only to Westbury-on-Trym Wildlife Park. Sometimes one of our saunas Woodland or Riverside – may be privately booked. When this happens, access to both saunas isn’t always available. You will be able to use both the pool and the ice baths in this instance.

We’ll always let you know on arrival which sauna is available during your session, and make sure you have everything you need to enjoy your Fire & Ice experience.

Question 12

How can I provide feedback?

Accepted Answer

We really value your feedback. Please complete the form at the bottom of the home page. You can also email us - info@fireicewellness.co.uk.

Want to share your thoughts? Leave us a review on Google

Question 13

How can I buy a ticket for a friend?

Accepted Answer

Each person who attends the sauna needs to register, sign the waiver and enter ‘next of kin’ information.

If you book on behalf of others you'll be sent a link to share for them to sign the waiver. Please note, any one who has not signed a waiver will not be permitted to use the fascilities.

Question 14

What is the water quality of the natural pool?

Accepted Answer

Our plunge pool in Westbury Wildlife Park is filled with fresh, natural spring water that continuously flows into the pond, keeping it clean and refreshing. With a dedicated regeneration zone, there’s no need for chlorine or any other chemicals - just pure, nature-filled goodness.

Question 15

Can anybody use the sauna, pool and ice baths?

Accepted Answer

Cold water therapy may not be suitable for those with heart conditions, high blood pressure, or pregnancy. If you're unsure, please consult a healthcare professional before your visit

All participants will be required to sign a waiver before attending.

Question 16

How do I download the Spaces app?

Accepted Answer

Booking any of our services is simple and convenient with our mobile app. You can browse our complete booking calendar, join the waitlist for sessions, view availability, and make reservations directly through the app. Download the app here.

Frequently asked questions