# Support

## Quick Self-Service Checklist

Before reaching out to your facility, you can resolve most common requests directly in your customer account portal:

1. **Reschedule or cancel a visit:** Open your confirmation email or sign in to your account portal and select **Reschedule** or **Cancel** on your upcoming reservation.
2. **Missing pass, membership, or credit balance:** Check whether you signed in with a different email address or phone number than the one used at purchase. You can link additional email or phone aliases in your account settings or ask the front desk to merge duplicate profiles.
3. **Group waivers:** Use the shareable waiver link on your confirmation page so guests in your party can sign their waivers on their own phones before arrival.
4. **Review the FAQ:** Answers to the most common booking, waitlist, guest pass, and billing questions are in our [FAQ](/help/faq).

## Contacting Your Facility

Each sauna, cold plunge studio, or bathhouse on Zettlor operates independently and sets its own schedules, pricing, membership rules, and refund policies. Contact the facility directly (using the email, phone number, or contact link on their booking page) for:

- Late-cancellation exceptions or schedule adjustments inside the cutoff window
- Merging duplicate accounts or updating your primary email address
- Membership plan changes, travel holds, or billing questions
- Lost-and-found or on-site preparation questions

## What to Include When You Reach Out

To help the facility's team resolve your question on the first reply, include:

- Your full name and the email address (and phone number) you used to sign in or book
- The date, start time, and session name of the reservation in question
- If asking about a duplicate account, both email addresses or phone numbers that may have been used
- A screenshot of any error message or receipt if applicable

## Refunds, Credits, and Processing Times

When a reservation or purchase is refunded or cancelled:

- **Session pass and membership visit restorations:** Returned to your account balance immediately upon cancellation (when cancelled within the venue's allowed window).
- **Store credit refunds:** Added to your account wallet immediately and ready to apply at checkout on your next booking.
- **Credit or debit card refunds:** Processed immediately through Stripe, and typically appear on your bank or card statement within **5 to 10 business days** depending on your card issuer.
- **Membership cancellations:** Stop future recurring renewals at the end of your current billing period; your active access and remaining visits continue until that period ends.

## Unrecognized or Disputed Charges

Charges from your bookings, memberships, or front-desk purchases appear on your card statement under the name of the facility you visited. If you see an unexpected charge, please contact the facility first so staff can look up the receipt and issue a refund or credit adjustment right away.

## Common Questions

### How long do credit or debit card refunds take to appear on my statement?

Card refunds are submitted through Stripe right away and typically post to your bank or card statement within 5 to 10 business days depending on your card issuer, whereas restored session passes and store credit appear in your account wallet immediately.

### Who should I contact about a late cancellation or billing question?

Contact the sauna, cold plunge studio, or bathhouse directly using the email address or phone number on their booking page, since each facility sets its own schedule, membership, and refund policies.

### What details should I include when contacting my facility for support?

Include your full name, the email address and phone number on your account, the session date and start time, and both email addresses or phone numbers if you need duplicate profiles merged.