The thermal pool complex is owned and operated by the civil partnership Termy Gorce s.c. Poręba Wielka 875, contact phone: +48 570 008 500, email: administracja@termygorce.pl, website: www.termygorce.pl.
The Partnership is the controller of personal data collected and processed from Guests during their stay at the "Termy Gorce" thermal pool complex in connection with the performance of the pool entry agreement and other services provided by the Partnership within the complex.
The Complex includes the following zones: Changing Room, Recreation & Pool, Rehabilitation, and Restaurant, each separately designated and marked. The proprietary names of the zones are: Relax Zone, Spa Zone, Taste Zone.
Before entering the complex and before using any individual facilities, all guests must read these Terms & Conditions as well as the operating instructions for pool attractions and additional amenities. Every person using the complex is obliged to comply with these Terms & Conditions and to follow the instructions of the staff (Act of 18 August 2011 on the safety of persons staying in water areas, Journal of Laws No. 208, item 1240, Art. 3(1)).
Every Guest using the pools (Relax Zone) must hold a valid entry ticket in the form of a transponder wristband activated by the cashier. The length of stay is measured from the moment of passing through the entry gate at the ticket desk to the moment the transponder (wristband) is settled at the exit desk. The transponder enables payments in the restaurant zone (Taste Zone), which will be settled at the facility's checkout upon departure. The transponder must be worn on the wrist and returned upon leaving the complex. Failure to return or damage to the transponder constitutes a penalty, the amount of which is specified in these Terms & Conditions. The transponder may not be resold, transferred, or lent to another person, under penalty of removal from the facility without entitlement to a refund.
A reduced-price ticket is available for pre-school and school-age children, students (up to age 26), seniors (aged 60 and above), retirees, pensioners, and persons with disabilities upon presentation of an appropriate document.
A family ticket covers adults and children up to 13 years of age in their care.
After purchasing a ticket and receiving the transponder (wristband), the Guest is required to enter the facility without delay.
The complex is open Monday to Sunday from 9:00 to 22:00, subject to the possibility of extended or reduced opening hours. Guests are required to leave the pool zone and restaurant zone (Relax Zone, Taste Zone) and settle all payments and return the transponder by 21:45. Persons remaining in the aforementioned zones after 21:30 may be asked to leave by the complex staff.
The management of "Termy Gorce" reserves the right to schedule technical breaks, closed events, and seasonal or holiday offers, which may limit availability or change the opening hours of the whole facility or any part thereof.
Attractions and facilities within the complex are operated automatically; the operator does not guarantee access to all attractions and facilities. Given the limited number of places, and in the interest of comfort for all guests, the management reserves the right to restrict access to certain attractions.
Guests of the complex are required to comply immediately with announcements made by facility staff. The management of "Termy Gorce" is not liable for any damages resulting from failure to comply with such announcements.
When using facilities and attractions, guests must strictly follow the operating instructions, signage/infographics, and the instructions of staff.
The Supervisor of an Organised Group is required to notify the "Termy Gorce" staff of the group in advance, and prior to entering the complex with the group must report to the main ticket desk and then to the Lifeguard in order to agree the conditions of use.
If a guest is suspected of bringing prohibited items onto the premises, a member of staff may request the voluntary disclosure of the contents of their baggage for the purpose of verifying compliance with safety rules. Refusal to submit to a baggage check entitles the facility to deny entry. If the Guest enters the complex despite the refusal, the Partnership's staff member is obliged to call security services.
The management of "Termy Gorce" reserves the right to refuse entry or to cease providing services to persons who are intoxicated, under the influence of narcotic substances, or whose behaviour compromises the comfort or safety of other guests and staff.
Persons on the complex premises who disturb public order, violate social norms, create a threat to others, are intoxicated or under the influence of narcotic substances, or who fail to comply with these Terms & Conditions or the instructions of security personnel or Partnership staff, will be asked to leave the facility with no entitlement to a refund. Such conduct may also result in further appropriate measures being taken to maintain the safety and well-being of other guests.
Authorised staff, in particular Lifeguards and restaurant zone (Taste Zone) employees, have the right to refuse the sale of alcohol to persons whose behaviour indicates intoxication, and may verify whether another person has made a purchase on behalf of an intoxicated individual. In such cases, the prohibition may also extend to that person; if other provisions of these Terms & Conditions have also been violated, the person(s) concerned may be asked to leave the facility.
The restaurant area (Taste Zone) is divided into three sub-zones: indoor wet, indoor dry, and outdoor terrace. Only guests in full clothing may be present in the indoor dry sub-zone; this applies both to guests of the Relax Zone and Spa Zone, and to external guests using the Taste Zone exclusively.
"Termy Gorce" is a monitored facility in order to improve the safety of persons on the premises. Guests consent not only to the monitoring of their stay within the complex, but also to the use of the footage collected in this way in disputed matters relating to claims in connection with services rendered, e.g. concerning the settlement of charges for gastronomy purchases, use of attractions, or compliance with these Terms & Conditions. Due to the monitoring of premises (including changing rooms), Guests should change in the designated changing areas, which are not covered by monitoring.
Access to CCTV footage is permitted only in significant cases, at the request and call of the relevant public authorities, courts, or the prosecutor's office. Decisions regarding access in other cases are made each time by the facility manager or an authorised Partnership employee.
The Partnership declares that the monitoring is conducted in a manner that does not infringe the personal rights or dignity of "Termy Gorce" guests, and that the recordings are properly secured and archived. CCTV recordings are stored for a period of 3 days, after which they are deleted or overwritten.
The Partnership declares that all facilities and attractions made available to guests hold the legally required approvals and certificates and provide safe use, provided that the operating and usage instructions for such facilities are followed.
The Partnership reserves the right to take facilities and attractions out of service due to breakdowns or other events beyond the operator's control (e.g. adverse weather conditions). Guests will be informed of the suspension of attractions and facilities individually by Partnership staff at the time of ticket purchase, or via a notice posted at the ticket desks / on the Partnership's social media. In such a situation, the purchase of an entry ticket constitutes acceptance that the suspended attractions or facilities cannot be used and that no refund, whether in full or partial, is possible.
The complex also includes outdoor space, and the Partnership is not liable for changes in weather conditions during the stay. In the event of thunderstorms, Guests are required to leave the outdoor pools immediately. The signal to exit the water immediately is an announcement by the Lifeguards. Upon hearing the announcement, guests must leave the outdoor pools and await further instructions from the lifeguards or staff. If forecast weather conditions are unfavourable, facility management has the right to close the facility early. In this situation, entry tickets are non-refundable.
Use of water attractions (pool, jacuzzi) and saunas is at the users' own risk. Due to elevated water and air temperatures, special caution is advised. Persons suffering from chronic conditions, in particular cardiovascular diseases, arterial hypertension, or metabolic disorders, should consult a doctor before using the pool or sauna in order to determine any contraindications.
Children up to the age of 13 may enter the complex and move around the complex only when accompanied by an adult guardian. Guardians of children are responsible for any damage caused by the children.
Every Guest entering the pool zone (Relax Zone) is required to shower thoroughly and remove make-up beforehand. Facility staff, in particular Lifeguards, have the right to remind any Guest who bypasses the showers and proceeds directly to the pool zone (Relax Zone).
Guests using the toilet facilities are required to shower again before entering the pool zone (Relax Zone).
Swimwear is required throughout the complex: for women – a one-piece or two-piece swimsuit; for men – swimming trunks or swim shorts. Persons without swimwear will be asked to put it on or will be asked to leave by facility staff.
Pool footwear (e.g. flip-flops) is mandatory throughout the complex. Guests should remove their footwear only when requested to do so, or when indicated by the rules governing specific facilities (e.g. entering the pool or salt cave without footwear).
Guests using the saunas are required to dry their body before entering and, while in the sauna, to sit only on a towel. A Guest who fails to use a towel may be asked by the Lifeguard to comply with the instructions or to leave the saunas; if they refuse to comply with the rules, they will be asked to leave the facility.
Guests using the salt cave are required to dry their body before entering and to remove their footwear.
Children under the age of 3 using the pools must wear disposable swim nappies. In the event of pool contamination by a child, the child's legal guardian is responsible for all resulting damage.
Persons showing external signs of skin disease, open wounds or cuts, breathing difficulties, balance disorders, circulatory disorders, infectious diseases, those receiving frequent intravenous injections, or those demonstrating poor personal hygiene are prohibited from using the facility.
Pregnant women may use the facility's amenities in accordance with their current health condition, with special caution, and at their own risk. Use of the facility should take place after prior consultation with their attending physician.
Any situations that may pose a threat to the life or health of guests, and any malfunction of facilities, must be immediately and without fail reported to the lifeguard team or the nearest member of staff.
Bringing personal sports or recreational equipment onto the complex premises is permitted only with the prior consent of the Lifeguards.
The following are prohibited within the "Termy Gorce" complex:
In the case of tickets purchased via the Termy Gorce website, constituting a distance contract, a Guest who is a consumer has the right to withdraw from the contract within 14 days of the date of its conclusion, without giving a reason, in accordance with the Act of 30 May 2014 on Consumer Rights. After the expiry of the period referred to above, purchased entry tickets and payments made are as a rule non-refundable, unless these Terms & Conditions provide otherwise. After the ticket's validity period has expired, no refund is available and the ticket may no longer be used.
Tickets purchased online may be refunded only if all of the following conditions are met simultaneously: the ticket has not been used, its validity period has not expired, a refund request was submitted no later than 24 hours before the planned date of use, and the deadlines mentioned above have been observed. To process a refund, the Guest must send a request to: recepcja@termygorce.pl with the reservation (ticket) number and the details required for the refund. Requests submitted after the specified deadlines will not be considered.
In particularly justified exceptional circumstances beyond the Guest's control, Termy Gorce may offer a one-time extension of a ticket's validity period. Such an extension does not constitute a refund, does not create any right to further financial claims on the part of the Guest, and may be granted for a maximum period indicated by Termy Gorce.
Information provided by telephone or verbally by facility staff is for informational purposes only and does not constitute a change to the conditions of these Terms & Conditions, unless confirmed in writing (email) by the administration or management of Termy Gorce.
Additional classes conducted by Termy Gorce or its cooperating entities may take place in the pool zone (Relax Zone). Information about class schedules is available on notice boards at the facility's main ticket desks and from staff (Reception and Cashier employees). A Guest who purchases a Relax Zone ticket for a date on which additional classes are being held (e.g. Aqua Aerobics, swimming lessons) is not entitled to a full or partial refund on those grounds.
All complaints must be submitted in writing to the Partnership's address or electronically to: reklamacje@termygorce.pl with the heading "Complaint". The complaint should include a description of the situation and the date. The Guest will receive a response to the complaint within 14 working days of the date the complaint was sent.
After purchasing an entry ticket and passing through the entry gates, activated tickets are non-refundable even in the event of an incorrect service selection.
A Guest may purchase a named Gift Voucher, which the holder may exchange for services at the complex. The terms governing the purchase and use of Gift Vouchers are regulated by a separate terms document, which is printed directly on the Gift Voucher and available at www.termygorce.pl/karty-podarunkowe
The Partnership reserves the right to temporarily change the prices of selected services in the form of promotions or packages. Discounts, promotions, and the option of free use of the facility are non-cumulative and may not be applied concurrently. The purchase of a family ticket is treated as a discount and is subject to the rules set out above.
Other promotions currently running at Termy Gorce do not apply to the purchase of Season Passes and Gift Vouchers, unless the terms of the promotion state otherwise.
The purchaser and/or holder of a Gift Voucher or Season Pass is not entitled to a refund of any remaining balance if the full amount for which the Gift Voucher or Season Pass was issued is not used.
The cashier determines how a family ticket is composed. The condition is the purchase of an appropriate pool of tickets in accordance with the applicable price list in a single transaction on one receipt.
At "Termy Gorce" on any given day, only the prices displayed at www.termygorce.pl or communicated directly by facility staff are applicable. This also applies to promotions, discounts, and the option of free use of services.
Settlement of the stay and use of services is based on the price list approved by the Partnership. Upon entering the complex, a charge is made in accordance with the current price list. Upon departure, the Guest makes a full settlement for the stay, use of additional attractions, and consumption within the complex. The Partnership reserves the right to periodically change the price list.
The Partnership reserves the right to suspend ticket sales in the event of no available lockers in the changing rooms, or where the facility has been booked by an organised group of Guests.
Persons purchasing a time-limited entry ticket for a period that extends beyond the complex's opening hours accept that they cannot fully use the purchased time, with no entitlement to a refund, whether partial or in full.
A VAT invoice for services may be obtained at the main ticket desk. This must be requested from the staff member at the beginning of the purchasing process. During peak periods, VAT invoices will be sent to the address provided by the Guest.
All types of tickets, season passes, and passes entitling holders to use the complex owned by the Partnership may only be purchased at the entry ticket desk or via the online electronic sales system for individual guests and the Partnership's Partners. Tickets purchased from unauthorised persons or by unauthorised means will not be honoured.
Complaints are considered exclusively on the basis of a receipt or VAT invoice constituting proof of purchase of the relevant service.
The Partnership reserves the right to introduce various types of promotions, the detailed terms of which will be made available each time in separate promotional conditions.
The only information considered a binding offer within the meaning of the Civil Code is information presented in documents clearly marked 'offer' and information presented in the manner described above. All leaflets, posters, and other advertising materials are solely informational in nature regarding the scope of services provided by the 'Termy Gorce' pool complex.
Persons who destroy or damage the facility's equipment or installations are fully liable for the resulting damage. Guardians are liable for damage caused by minors.
The Partnership is not liable for items left unattended or lost within the complex, regardless of their value.
Items left at "Termy Gorce" may be sent back after prior contact with the Reception (+48 570 008 500). The Guest is responsible for calling and paying for a courier and sending the shipping label / address details to the Reception staff. The courier should be ordered to: Termy Gorce s.c., Poręba Wielka 875, 34-735 Niedźwiedź. If no such request is made, the Partnership will retain the items for 3 days from the date they were found by Partnership staff or another person.
All users of the pool zone and restaurant zone (Relax Zone, Taste Zone) are required to return their transponders and leave the complex by 21:45. After 22:00, a penalty in accordance with the current price list will be added for remaining on the premises. After 22:00, the Partnership may also impose an additional order fine on persons who fail to comply with staff instructions to leave the facility after closing hours, in the amount of PLN 200 (two hundred zlotys) to PLN 10,000 (ten thousand zlotys) per guest remaining on the premises, and/or may call security services.
If a Guest's behaviour or the behaviour of persons in their care leads to a situation requiring the replacement of pool water, the Guest is required to bear the cost of such replacement. Such situations include in particular: breaking a glass vessel in the pool, relieving bodily functions in the water (including by minor children), and contaminating the water with food. The cost of cleaning the pool and replacing the water is fixed at PLN 10,000 (ten thousand zlotys). The cost of cleaning the VIP Jacuzzi and replacing the water is fixed at PLN 2,000 (two thousand zlotys). The cost of cleaning the remaining jacuzzis and replacing the water is fixed at PLN 500 (five hundred zlotys).
For the loss/non-return of the transponder (wristband/watch) received upon entry, a charge of PLN 500 (five hundred zlotys) must be settled. Surcharges for exceeding the time limit in accordance with the price list will also be applied. Depending on the circumstances of the event, this amount may be reduced or increased.
In the event of losing a Gift Voucher or Season Pass, this must be immediately reported to the staff for blocking. The fee for issuing a duplicate card is PLN 20 (twenty zlotys).
Persons using the complex are required to place and store all their belongings in the designated lockers in the changing rooms, to lock these lockers correctly, and to check that they remain locked. The Partnership is not liable for items left in the changing room outside a locker, or for items left in an incorrectly locked locker. After finishing at the pool, the locker must be thoroughly emptied and left open.
The Partnership is not liable for damage to swimwear within the thermal pool complex resulting from improper use of attractions.
The Partnership is not liable for any damage to jewellery or electronics caused by the physicochemical properties characteristic of thermal water. Persons who use the complex's attractions without removing the items referred to above bear sole responsibility for any resulting damage.
The Partnership is not liable for any events resulting from non-compliance with applicable laws and the terms and conditions governing the facility's premises.
Persons in an unstable state of health should use the facility only after consulting a doctor, taking particular account of the fact that, due to the nature of the facility, elevated temperature and humidity prevail. The Partnership is not liable for events related to a Guest's individual state of health.
Persons who fail to comply with these Terms & Conditions and who disturb the order and rules applicable within the "Termy Gorce" complex will be removed from the facility and charged an order fine of PLN 200 (two hundred zlotys) to PLN 10,000 (ten thousand zlotys). In justified cases where a Guest fails to comply with staff instructions, staff may call security services.
Termy Gorce s.c. is the controller of the Guest's personal data within the meaning of Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data (GDPR) and the Act of 10 May 2018 on the Protection of Personal Data.
The Partnership has developed and applies a Personal Data Protection Policy meeting the requirements of the GDPR and the Act on the Protection of Personal Data.
Guests' personal data are collected and processed with appropriate security measures meeting GDPR requirements, solely for the purposes related to the performance of contracts concluded with guests of the 'Termy Gorce' complex, to the extent necessary for their proper performance. The legal basis for processing such personal data is Art. 6(1)(b) or (f) of the GDPR.
The Partnership informs Guests and appropriately identifies and marks personal data whose provision is necessary due to the nature of the legal relationship, services provided, or their settlement. Refusal to provide data marked in this way may result in a refusal to conclude the relevant contract or to perform the ordered service, where the provision of personal data is essential.
The provision of personal data by the Guest for purposes other than those stated above is voluntary. The legal basis for processing such personal data is Art. 6(1)(a) of the GDPR.
Each Guest has the right of access to their personal data, to rectify (including update) such data, to object, and to withdraw consent (right to erasure) – insofar as the processing of data is based on such consent.
Each Guest has the right to lodge a complaint with the supervisory authority, i.e. the President of the Personal Data Protection Office, ul. Stawki 2, 00-193 Warsaw. The basis for the complaint is the suspicion that the processing of personal data relating to the Guest violates the GDPR or the Act on the Protection of Personal Data.
It is assumed that upon purchasing a ticket or entering the complex, each Guest has read and accepted the provisions of these Terms & Conditions.
The provisions of these Terms & Conditions take precedence over the rules and regulations of individual zones or attractions, unless a specific provision of these Terms & Conditions states otherwise.
Matters not covered by these Terms & Conditions are governed by general regulations and the management of the complex. Any deviations should be reported to the facility staff.
An organised group is defined as any organised visit of at least 15 persons, taking place under the supervision of an adult guardian. One mandatory guardian is required per 15 persons. In the case of larger groups, the number of guardians should be proportionally increased to ensure adequate supervision of the entire group during their stay.
Groups are accepted exclusively upon prior reservation. Groups without a prior reservation are subject to the individual ticket price.
Reservations must be made by phone or email with sufficient advance notice: tel: +48 570 008 500, email: recepcja@termygorce.pl
A condition for the group's entry to the facility is that the guardian reads and signs these Terms & Conditions prior to the commencement of the visit.
Groups may use the Relax Zone (pool, jacuzzi, saunas, salt cave) until 18:00, in accordance with the agreed reservation.
Groups are accepted Monday to Friday, excluding public holidays and statutory days off.
The facility reserves the right to change availability times depending on other reservations and individual arrangements with the Group Representative.
Guardians are required to maintain continuous supervision over group participants throughout the entire stay. This applies in particular to responding to inappropriate behaviour and reminding participants of the rules applicable within the facility.
Prior to entering the Relax Zone, guardians should ensure that all group participants have showered. Showers are located directly beyond the changing rooms.
Running, jumping into the water, team games (unless the Lifeguard gives permission), consuming food and beverages, and improper use of equipment are prohibited in the Relax Zone.
In saunas and the salt cave, guests must sit on a towel at all times. For the comfort of all Guests, please also dry your body beforehand.
In the case of individual rule violations, the lifeguard may warn the entire group or part of it, or address the Guardian directly.
If there is no improvement, facility management is informed. After management's intervention, the situation is monitored. The group's continued non-compliance may result in the termination of the visit and removal with no entitlement to a refund.
The purpose of any intervention is to ensure the safety and comfort of all guests.
In situations where health or life are at risk, staff have the right to act immediately, including without a prior warning.
Participants are also required to comply with the General Terms & Conditions available on the website and at the facility reception.
Guardians and drivers may use promotional tickets in accordance with the current offer.
The facility is not liable for items left unattended.
In the event of cancellation, please contact reception without delay.
The facility reserves the right to amend these Terms & Conditions.
