FAQs

Do not forget to take enough bathing towels with you - especially for sauna session, these should be big enough. You also can rent towels and bathrobes for a small fee and by leaving a deposit. Also take with you all cosmetic products necessary for the shower and afer. We also advise you to bring clean bathing shoes or flip-flops.

The parking spaces are at the disposal of our guests for a reduced parking fee of only €3. At check-in, every visitor from 4 years receives a practical chip-wristband. With this, you can open and close you locker. The chip-wristband also allows cashless paying in the whole complex. Catering-services, massages, solarium as well as passovers to other areas will be recorded on the round chip of your locker key. You can then pay for those services with cash or credit card at the exit.

Your chip-wristband will lead you directly to your personal locker. The bracelets are colour-coded to match the locker rooms. The areas red, blue and orange are the locker rooms of the GALAXY. The locker rooms for the PALM OASIS are marked in yellow and green. The locker rooms of the PALAIS VITAL have a black colour-code. The colour of the key-wristband matches the corresponding locker room area. The key number corresponds to the locker room number.

For jewels and big amounts of money, our safety-lockers are at your disposal in the lobby (deposit 1 EUR). Please always wear the key on your wrist to avoid any kind of inconvenience. Loss will only cost nerves, time and 45 EUR! Please keep your admission receipt and remember your locker number in case of loss.

In our Bluphoria store in the Badeparadies Schwarzwald, you will find an attractive range of swimwear, bathing shoes and towelling as well as baby products, sun cream and toiletries in addition to the products of our Bluphoria experience brand.
The opening hours of our store are

Monday - Sunday: 09:30 - 13:00 | 13:30 - 18:30

During these opening hours, you can also reach our store by telephone on: 07651 9360433

If you need something outside our store's opening hours, we have a small range of swimming trunks, swimming costumes, bikinis, sun cream and toiletries available for you at reception in case of an emergency.

We recommend that you book your admission tickets for your preferred date early via our online shop, which offers the best prices.

It is also possible to purchase any remaining tickets at the ticket office, subject to availability.

We would like to fulfil the wishes of many guests and have introduced dynamic rates in our system. This gives us the opportunity to react flexibly and offer you the best price.
Various rates are displayed in a calendar overview in our booking section. The price is made up of various factors, so it can vary depending on the day.

The admission in the BADEPARADIES SCHWARZWALD is possible only with a valid ticket! For a guaranteed entrance please book the tickets online in advance. These tickets have to be booked in advance at meinhochschwarzwald.de.

If you cannot come and visit us on the selected date, you have the possibility to modify your reservation. For this, proceed to a new reservation, and enter the ticket-code (situated just besides the QR Code) of the pre-booked ticket in the corresponding field before completion of the booking process in the shopping cart. The value of the previous ticket will be allocated on the current order, and the modification will be carried out automatically. You can modify your reservation until 10.00 pm on the eve of the date your booked admission ticket.

Locals of ten towns of the association « Zweckverband Hochschwarzwald (Hinterzarten, Breitnau, Schluchsee, Titisee-Neustadt, Lenzkirch, Feldberg, Löffingen, Friedenweiler, Eisenbach, St. Märgen), as well as guests of those towns owning a Konus card obtain a price reduction of 2 € on services used during the stay. This discount can only be granted if an appropriate identification card is presented at the cash desk at the checkout(ID, passport, Konus card).

The admission in the BADEPARADIES SCHWARZWALD is possible only with a valid ticket! For a guaranteed entrance please book the tickets online in advance. These tickets have to be booked in advance at meinhochschwarzwald.de.

Guests from 4 years who have a disability card with mention B oder H cannot access for free, but can take an accompanying person (at least 18+) with them for free. Other information concerning guests with disability can be found on "Does the Badeparadies Schwarzwald fit the needs of the disabled?".

Relax in one of the three individual themed and air-conditioned massage rooms. The exclusive massage lounge "Pure Balance" proposes optimal wellness-treatments for all needs in four categories. Please consider that a massage reservation is possible only in combination with a pre-booked online-ticket via our Online-Shop. You will obtain with your confirmation mail not only your online-ticket(s), but also a link to access to your massage reservation.

Please note that a massage booking for guests aged 16 and over is only possible in conjunction with a previous online ticket booking via our online shop.

During holiday periods, we host more guests than usually. In order to make your stay at the Badeparadies Schwarzwald as pleasant as possible, we have selected a few tips and indications for you:

• Inform yourself previously per phone (+49 (0) 7651 / 9360 333) which amount of visitors is expected.
• Come and join our complex with the public transportation. The Titisee Station is at approx 1,200 m from the BADEPARADIES SCHWARZWALD and can be reached easily by foot. Moreover, there is a bus stop right in front of the complex. You can reach the bus stop "Titisee Badeparadies Schwarzwald" with the bus line 7257. More information concerning routes and timetables available here.
• For guest of the region who are not depending on holiday-times to visit us, we recommend a visit outside of those busy periods.

Toddlers up to 3 years included have free access to the PALM OASIS and the GALAXY. We beg you to put on swim nappies or swimming pants for toddlers. In the PALM OASIS and the, you will find a nursing room. Moreover, the changing rooms are equipped with diaper-changing tables. From 4 years, children will pay the regular admission rate.

The Badeparadies Card has been replaced by our new loyalty program "MyBLUPHORIA". You can find detailed information here.

No, your credit on your card is available to use without restriction and does not expire. We hope that we will soon be able to welcome you again.

Ordering vouchers on the online-shop of the BADEPARADIES SCHWARZWALD can be done as usual. You can choose the Print@Home version or opt for a postal dispatch. If you choose postal dispatch, the order will be shipped within 2 - 3 working days. 

All vouchers are valid for 3 years from the date of issue (until the end of the 3rd year).
Example: your voucher was issued on the 15.11.2021. The voucher can be redeemed regularly until the 31.12.2024.

You can redeem vouchers from 2020 and 2021 until 31 December 2025 as a gesture of goodwill.

Valid entrance and value vouchers can be redeemed to buy an online ticket. For this, enter the voucher-code (situated just besides the QR Code) as well as the date of issue in the corresponding field before completion of the booking process in the shopping cart, and click on "redeem code". The amount of the voucher will be credited to your order. If there is any residual value, a new value voucher will be sent to you per e-mail. Value vouchers can also be redeemed on the spot for in-house services. Please present your valid value voucher as you leave the facility at the cash desk.

If you have any problems redeeming your voucher, please send us a photo of your voucher by email to info@badeparadies-schwarzwald.de.
We will be happy to check the redeemability for you.

Access by car:

• A5 Karlsruhe – Basel: exit Freiburg Mitte, then take the national road B31 in direction Donaueschingen – exit Neustadt West
• A81 Singen – Stuttgart: exit Geisingen, then take the national road B31 in direction Freiburg – exit Neustadt West
• A81 Stuttgart – Singen: Motorway interchange Bad Dürrheim, via the A864 and the B27 / 33 on the B31 in direction Freiburg – exit Neustadt West
• You can use following address for your GPS:
  Am Badeparadies 1 or Neustädterstraße 49
  79822 Titisee-Neustadt - Germany

Access by public transport:

• Access by bus: use the bus line 7257 of the Region-Verkehrsbund Freiburg. There is a bus stop directly in front of the BADEPARADIES SCHWARZWALD: "Titisee Badeparadies Schwarzwald". The timetable is available here.
• With FlixBus: Auch FlixBus also serves the bus stop "Titisee Badeparadies Schwarzwald" an. More information concerning routes and timetables available here.
• Access by train: The IC and ICE network of the Deutsche Bahn allows you to reach Freiburg. From here, you have a train connection with the Höllentalbahn in direction Neustadt or Seebrugg to Titisee every half an hour. An access by train is also possible via the connection Stuttgart – Rottweil – Donaueschingen.
  Your way from the Titisee station and in the BADEPARADIES SCHWARZWALD: Go out of the station then walk on your right. Just follow the signs (footpath approx. 1,200 m).

The BADEPARADIES SCHWARZWALD proposes 850 parking spaces.
The parking fee of € 3 can be paid on the spot at the entrance's cash desk, or directly online during the ticket booking process.

Two charging stations for electric vehicles are available.
The charging stations are operated by Energiedienst AG. More information can be found here : https://www.naturenergie.de/e-mobil/oeffentliche-ladeinfrastruktur

To access the new exclusive car park for the guests of the PALAIS VITAL, please take the Neustädter Straße. Bus parking spaces are at your disposal on the visitors' parking-lot in the Neustädterstraße (at 3 minutes drive from the BADEPARADIES SCHWARZWALD). This parking-lot is fee-based (per day/bus).

There is a bus stop right in front of the complex. The bus stop can be used only for short stops. Bus parking spaces are at your disposal on the visitors' parking-lot in the Neustädterstraße (at 3 minutes drive from the BADEPARADIES SCHWARZWALD). This parking-lot is fee-based (per day/bus).

The current opening times can be found here.

Das BADEPARADIES SCHWARZWALD is divided in three areas.

The GALAXY proposes loads of action and fun with 25 attractions. 23 slides as well as the wave pool "Crazy Surf" await young and old alike. Moreover, the guests can enjoy the numerous loungers in the GALAXY RELAX or in the green outdoor area of the GALAXY GARDEN. Delicious dishes, snacks and drinks can be found in the "Galaxy Diner".

The PALM OASIS proposes rest and relaxation for all guests from16 years. Separated from the GALAXY with a soundproof structure, the guests can relax deeply in the 33°C warm water under 200 genuine palm trees. At the pool-bar or in the restaurant "PalmGarden", you can experience an exceptional Caribbean feeling with delicious specialties and exquisite cocktails. Enjoy relaxing moments in the WELLS OF HEALTH and in the steam bath "Black Forest Mist".

The SPA and sauna universe PALAIS VITAL awaits all sauna fans with an exceptional experience. 12 unique saunas on two levels, the "Vital Lagoon" and the "Champagne Pool" invite to relaxation and wellness. The WELLS OF VITALITY with four different mineral and salt pools propose a dreamlike panoramic view over 100 real Caribbean palm trees. Finally, the restaurant and the pool-bar await all guests with a large selection of culinary highlights.

All persons over the age of 16 are allowed to access to the PALM OASIS and the PALAIS VITAL. This regulation is independent of whether the legal representatives are present or not. The reason for this is that we wanted to create areas in which the needs of our guests would be perfectly satisfied.
Die PALMENOASE and the PALAIS VITAL should be relaxation areas where calm and rest are proposed, this is why access is granted only from 16 years in those areas. In the GALAXY, children can have fun as much as they want, without disturbing or being disturbed. An exception applies on certain action-days: during our "family days" which take place on Saturdays and Sundays. On those days, children between 4 and 15 years are also allowed to access to the PALM OASIS.
The GALAXY offers 23 ultra-modern slides, a sports pool with wave pool and diving platforms, so that young and old can experience fun and action. Numerous genuine palm trees decorate the GALAXY and its total area represents about the half of the entire complex of the BADEPARADIES. In this way, the guests of the GALAXY benefit from an actual Caribbean feeling paired with 25 spectacular attractions.
We have created three different bathing areas at the heart of the Black Forest, in order to suit all audiences. For this reason, we are definitely family-friendly. The experiences and the feedback of our guests, also in our partner thermal baths, show that the simultaneous visit of numerous children does not ensure the right and desired amount of calm and rest in our PALM OASIS and PALAIS VITAL. Sparkling children's eyes after their visit moreover confirm our conception of having three different and separated areas suiting all needs. An ID card to prove the age of small children/adolescents may be requested on site.

To guarantee calm and rest for you and all the other guests during your visit of the Badeparadies Schwarzwald, we beg you to consider following rules

Using a mobile phone and/or a camera is permitted

• In the lounger areas of the Palm Oasis
• In the lounger areas of the Galaxy Relax
• To listen to music with headphones
• To take some souvenir pictures of you and your dearest, as long as there are no third parties on the pictures

Using a mobile phone and/or a camera is forbidden

• In the Palais Vital (textile-free area)
• In the water
• At the poolbars
• In the sanitary facilities
• If you photograph other people (guests or staff)
• To record video or audio files
• To have a phone call
• To listen to music without headphones

Souvenir pictures

You are allowed to snap a souvenir picture with your phone or camera in the Palm Oasis or the Galaxy. Please take car not to photograph any third party, only you and your dearest.

The average air temperature in the BADEPARADIES SCHWARZWALD is of approx. 33 °C. The water temperature of the sports and wave pool in the GALAXY is of 30°C. In the "Blue Lagoon" of the PALM OASIS, a water temperature of approx. 33°C awaits you. Moreover you can relax in the WELLS OF HEALTH with a water temperature of approx. 36°C. Pleasant 33°C await you in the Vital-Lagoon and in the "Champagne-Pool" of the PALAIS VITAL. In the WELLS OF VITALITY, enjoy a water temperature of approx. 36°C.

Entering the Galaxy and the Palm Oasis is only allowed in suitable swimwear. The Palais Vital is a clothing-free zone. Therefore, wearing swimwear is not authorized there (nudity area).
Wearing underwear under swimwear or as a substitute for swimwear is not permitted. Wide and tight swimming shorts, which are maximum knee length, may be worn. Longer swimming shorts are prohibited. The wearing of a burkini (two-piece swimsuit made of elastane) is permitted.

You can rent towels for a fee of 4 € each. You will also have to leave a deposit of 20 €. The towels are sold for an amount of 20.90€ per item. You can rent bathrobes for a fee of 7 € each. The deposit for a bathrobe is of 30 €. The bathrobes are sold for an amount of 49 € per item. Moreover, we propose sauna-kilts for a rental fee of 5 € each. The deposit for those is 20 € per item.

Guests aged 4 and over who present a disabled pass with reference to the need for an accompanying person (in the German pass it's a "B" or "H") are not free, but can take an accompanying person (18 years or over) free of charge.
We are happy to check your disabled pass in advance, please email us a photo. The disabled person will still need a valid ticket. We recommend that you book well in advance via our website. The ticket for the accompanying person will be issued on site. Please report to the reception desk at the time of admission and show your disabled pass. Children under 4 years of age do not receive a free ticket for the accompanying person.

In the architecture, we have paid attention to the needs of disabled people and wheelchair users. We have big changing rooms and special showers. The areas PALM OASIS and GALAXY are easily accessible for disabled people/wheelchair users. The slides are unfortunately accessible only via a slide tower (without lift!). Please consider that there is no pool-lift in the GALAXY. A pool lift is available in the PALM OASIS. Our staff is here to help you - do not hesitate to ask! The massage-lounge "Pure Balance" is accessible only via a staircase from the PALM OASIS. In the PALAIS VITAL, all areas are accessible through a lift. Several pools and saunas have to be accessed via some steps.

In the BADEPARADIES SCHWARZWALD, you can pay either with credit card (VISA/ Mastercard) or in cash at the cash desk of the BADEPARADIES SCHWARZWALD.

After admission at the cash desk, everything can be paid "cashless" in the BADEPARADIES SCHWARZWALD (restaurants, extension, passover, etc.). All expenses will be recorded on the so-called transponder. At the end of the visit, you hand the transponder back at the cash desk, and pay for the booked services in the restaurants/bars, as well as for extensions and/or passovers. All visitors are responsible for their transponder. The transponder must always be carried on the guest's person during the entire stay. In case of loss, a flat-rate charge of 45 € will be charged. If the transponder is found again, the amount will be refunded.

When you visit us on your birthday, you will obtain a prosecco or a free kids' menu (for kids from 4 years) in our GALAXY area. These birthday-gifts will be granted only by presenting a corresponding proof (ID, passport, etc.).

Catering areas are integrated in the PALAIS VITAL, the PALM OASIS and the GALAXY. The offer is wide and varied. And goes from little snacks to international specialties. It is forbidden to bring your own food and drinks due to hygienic reasons.

It is forbidden to bring in alcoholic beverages. Our reception staff, as well as our staff in the areas is required to politely draw your attention to the fact that you are not allowed to take alcoholic beverages into the complex. Moreover, alcoholic beverages of any kind will be confiscated by our staff. Bags will be checked on a random basis. As operator of the complex, we have the obligation to ensure the safety of all guests at any time. Alcohol consumption is limited to a reasonable amount per person, and adhering to a reasonable limit is the responsibility of individual guests. We reserve the right to order intoxicated guests whose behaviour poses a threat to or disrupts bathing activities to leave the premises.

In the BADEPARADIES SCHWARZWALD, we have an extra room where all lost or forgotten objects are stored. If you have lost something, please contact us as soon as possible via our service-hotline (+49 (0) 7651 / 9360 333) or write an e-mail at info@badeparadies-schwarzwald.de.

Smoking is permitted only in the indicated outdoor areas (in all areas) as well as in the Schwarzwälder Raucherstüble in the PALM OASIS. The access to the Schwarzwälder Raucherstüble can be reached via the outdoor area.

Basically, there is nothing wrong with visiting the BADEPARADIES SCHWARZWALD during pregnancy. However, in order to avoid any risks, the attending physician should be consulted beforehand.

We would be pleased if you extend your stay. We kindly recommend our partner hotels nearby the BADEPARADIES SCHWARZWALD, which propose attractive package deals incl. admission ticket for the BADEPARADIES SCHWARZWALD. More information concerning our partner hotels available here.

• Participation is free of charge
• 500 palms as a welcome bonus for registration
• Collect palms with every visit to the spa + at every location
• Collect palms for transactions in the shop (Bluphoria items, voucher purchases, etc.)
• Redeem palms for admission tickets at any location or Bluphoria items in the shop, as well as vouchers
• Birthday present
• Own customer account that simplifies booking. Always have paradise with you on your smartphone!
• Access to immersive wellness content (AI-generated playlists, meditation exercises, recipes and much more)

Our loyalty programme 'MyBLUPHORIA' is a new loyalty programme for all our spa lovers and replaces the previously known Thermencard/Premiumcard. 'MyBLUPHORIA' can be used via our own new app. Palms can be collected for various actions, such as the purchase of an admission ticket. The collected palms can then be redeemed for attractive rewards via the app.

'MyBLUPHORIA' will be available via our new 'BLUPHORIA' app (available in the App Store and Google Play Store). Your advantage - our new app including 'MyBLUPHORIA' will in future unite all our thermal spa locations, so you can conveniently access all the information, offers and promotions of Badeparadies Schwarzwald, Thermen & Badewelt Sinsheim, Therme Euskirchen and our Bluphoria adventure world via a single access point.

All persons over the age of 16 may take part. The written consent of the legal representative is required for minors. The loyalty programmes apply exclusively to consumers, not to corporate customers or employees of the Josef Wund Thermal Spa Group. Depending on the user account, there are therefore different views in the app. Employees and corporate customers do not see any functions relating to the MyBluphoria loyalty programme in their personal account.

Anyone aged 16 or over can take part in our loyalty programme. In the case of minors, the written consent of their legal representative is required, without which registration is not possible.

We would like to point out that the current programme is not yet designed for children. However, we are already in the process of planning and developing our own programme that is specifically tailored to the needs of the younger age group.

To register for the new loyalty programme, all you need is your smartphone, an email address and the 'BLUPHORIA' app. After simply logging in to the app, you are automatically registered for our new loyalty programme. If you already have a MyParadise account, you can use your usual login details and only need to agree to the general terms and conditions during the registration process. The loyalty programme is free and you can start collecting palms straight away.

For technical reasons, it is not possible to pay on site with the palms. Instead, you can simply purchase a voucher via the app before your stay. You can then use this when paying on site.

The following applies for each palm redemption: 100 palms equal €1. Let's assume you want to pay for a ticket worth €30 with palms - you need 3000 palms for this. When you collect palms, you will receive 10 palms for every €1 you spend.

You can collect palms for the following transactions via the app:

• Purchase of your entry ticket
• Booking massages
• Purchase of vouchers
• Purchase of Bluphoria articles
• Booking lounger

When you book a massage with an existing admission ticket, you collect palms and receive 10 palms for every €1 you spend. Please note that the admission ticket and the massage must be booked via the same customer account in the app.

You can only redeem Palmen in the app for the following services:

• Admission tickets to the Palmenoase, Palais Vital & Galaxy
• Lounger bookings
• Massage bookings
• Value vouchers, gift vouchers and massage vouchers
• Bluphoria articles

If you do not currently have enough palms to receive your desired reward, please note that it is unfortunately not possible to offset the remaining amount with instalments or half palms.

The option to collect palms for consumption on site and other services paid for on site is currently still in the design phase. We will keep you informed about the current status with future updates.

You can only collect palms, but not buy them.

You cannot give palms away as palms cannot be transferred to third parties and must be collected.

It is not possible to convert and pay out your palms in euros or any other currency.

The palm credit is automatically applied to all transactions made in the app. Bookings for the sports pool and shipping costs are excluded. In the case of ticket purchases, palms are only credited for your own ticket. When ordering multiple tickets, the ticket with the highest value will be credited to the MyBLUPHORIA ID that makes the purchase. The second ticket will be credited to another MyBLUPHORIA ID if this was specified during the ordering process, and so on. If no further MyBLUPHORIA ID was specified, all further tickets will not be credited to any account. If there are additional services linked to the day of the visit, such as loungers or massages, these will always be credited to the MyBLUPHORIA ID through which the purchase was made. This also applies if several loungers or massages have been booked.

We distinguish between two different types of transaction:

Services that are linked to a visit to the spa

The palm credit is issued for all services linked to a visit day (admission tickets, loungers and massages) on the day of the visit after a successful ticket scan on site. In the period between booking and visit, the points are in pending status. In the event of a no-show, the points will not be credited.

Purchases of vouchers and Bluphoria products

Palms for purchases of vouchers and BLUPHORIA products are credited after 15 days. Within the 14-day cancellation period, the palms are in pending status. If a return is made during this period, no palms will be credited for the purchase.

As the palms are only credited after the on-site visit and are in pending status beforehand, they are recalculated in the event of upgrades or downgrades. The following cases may occur:

Upgrade

Ticket purchase with palms -> upgrade -> regular payment of the upgrade
In this case, the corresponding number of points for the first ticket purchase with palms will be deducted immediately upon purchase. The customer is credited points for the remaining amount of the upgrade.

Example:

1st ticket purchase for €45 with Palmen -> 4,500 Palmen are deducted directly from the account
2nd upgrade paid by credit card for €5 -> 50 points are credited after the visit

Ticket purchase with palms -> upgrade -> payment of the upgrade with palms

For the first ticket purchase, the palms are deducted directly from the account at the time of purchase. The additional remaining amount is then deducted when you rebook.

Example:

1st ticket purchase for €45 with palms -> 4,500 palms are deducted directly from the account
2nd upgrade paid with palms for €5 -> an additional 500 palms are deducted again

Regular payment for the ticket -> upgrade -> regular payment for the upgrade

The palms for the higher value ticket are credited after the visit.

An example:

1st ticket purchase for 45 € with credit card -> 450 points in pending until the day of visit
2nd upgrade for €5 with credit card -> 500 points credited after visit

Regular payment of the ticket -> upgrade -> payment of the upgrade with palms

Palms are credited after the visit for the value of the ticket when it is first purchased. Palms will be deducted directly from the account for the remaining amount of the upgrade.

Example:

1st ticket purchase for €45 with credit card -> 450 palms in pending until the day of the visit
2nd upgrade for 5 € paid with palms -> 500 palms are deducted directly

Downgrade

Ticket purchase with palms -> downgrade -> customer receives residual value voucher

If the ticket is purchased with palms, these are deducted directly from the account. In the event of a downgrade, the palms will not be refunded, but residual value vouchers will of course continue to be issued.

An example:

1. ticket purchase with palms for €45 -> 4,500 palms will be deducted directly from the account
2. downgrade to a ticket for €35 -> €10 residual value voucher is issued, but 4,500 palms are still redeemed

Ticket purchase regular payment -> downgrade -> residual value voucher

In this case, the palms are recalculated for the lower ticket. Palms are also credited for the residual value voucher.

An example:

1st ticket purchase with credit card for 45 € -> 450 palms are pending
2. downgrade to a ticket for €35 -> 350 palms pending for the new ticket + 100 palms for the remaining value voucher

Palms can be easily redeemed during the ordering process. The 'Palm redemption' payment method is available for this purpose. The palm redemption option is only displayed if your MyBLUPHORIA account is credited with enough palms to cover the full value of your shopping basket. For example: If you want to buy two tickets for a total of €90 with palms, you need at least 9,000 palms in your account to be able to select this option. To prevent your account from being overcharged, it is technically impossible to make multiple purchases with Palms in quick succession. An order with palms can be placed every 10 minutes.

Collected palms can be added within 6 months via the app. To do this, go to your account in your app and click on the 'MyBLUPHORIA' tab, which also shows your current palm account balance. You will then see an overview of your collected palms, your digital MyBLUPHORIA Member ID card and the current member status. Scroll down to the 'Add palms' field and click on it. You can now enter your booking number and ticket code and your palms will be entered after a check.

Adding palms is possible for

Bookings that another person has made for you in their app (without entering your MyBLUPHORIA Member ID)
It is not possible to add palms for

Bookings that you have made via the website
Bookings that you made before registering for this app and the MyBLUPHORIA loyalty programme
If someone else books a ticket for you, your MyBLUPHORIA Member ID can be entered directly when the booking is made. This way, the palms for your ticket will also be credited to you.

Of course, you are welcome to change your details, such as your surname after getting married. You can easily do this yourself via the app. However, please note that for security reasons, dates of birth and your first name can only be changed once and only after verification by customer service.

Palms that are not redeemed within 36 months expire. The expiry date is always the day on which the palm is credited. We therefore recommend that you redeem your collected palms promptly in order to benefit from the advantages of MyBLUPHORIA.

Collected palms can be added within 6 months via the app. To do this, go to your account in your app and click on the 'MyBluphoria' tab, which also shows your current palm account balance. You will then see an overview of your collected palms, your digital MyBLUPHORIA ID card and the current member status. Scroll down to the 'Add palms' field and click on it. You can now enter your booking number and ticket code and your palms will be entered after a check.

Please note that palms can only be entered for bookings from the start of our programme. Older bookings cannot be recorded.

When booking entry tickets and massages, palms will only be credited after the day of your visit. If you purchase Bluphoria items or vouchers, we grant you a return period of 14 days. The palms will be credited to your account after this period has expired. You can always track the status of your palms transparently via your palm history.

You cannot give palms to third parties, as palms are not transferable and must be collected.

Of course, we will credit the palms for your booked massage to your palm account if the massage is cancelled by us.

You have the freedom to cancel your free MyBluphoria membership at any time without annoying cancellation deadlines, even conveniently by emailing mybluphoria@wund.de.

You can continue to redeem your already credited palms without any problems even after cancellation. Please note, however, that an upgrade to MyBLUPHORIA Premium is no longer possible after cancellation.

Day tickets can be rebooked in the BLUPHORIA app until 10 p.m. on the day before your visit. Please note that you can only receive your palm credit if you rebook in the app. If you rebook via the website, the Palms collected for this order will expire.

If you have forgotten your password for your customer account at your favourite Therme, you can simply reset it. Follow one of the two methods below:

1. reset your password in the BLUPHORIA app

• 1. open the BLUPHORIA app on your smartphone
• 2. select the 'Forgot your password?' option
• 3. enter the email address you registered for your account
• 4. you will receive an email with a link to reset your password
• 5. click on the link in the email. This will take you to a page where you can set a new password. 6.
• 6. save the new password and return to the app to log in with your new login details.
• 2. reset password via the website of your favourite Therme

1. go to the website of your favourite Therme.

• 2. navigate to the 'MyParadise' page in the left-hand menu
• 3. click on 'Forgot your password?'.
• 4. enter the email address you registered for your account
• 5. you will also receive an e-mail with a link to reset your password.
• 6. follow the link and set a new password.
• 7. save the password and use it to log in to the BLUPHORIA app.

You placed orders as a guest in our old system but did not create a customer account? This caused your email address from our old system to be recognised, resulting in the message that the email is already registered, even though you have not yet created a full account. We are already working on improving this process. Please get in touch with us using the contact form in your BLUPHORIA app. You can simply go to your account details in the app and click on the 'Report a problem' button at the bottom. You will be automatically redirected to the contact form.
After reporting your problem, proceed as follows

• 1. you will receive an email with a one-time password from us
• 2. visit the website of your favourite spa and try to log in to your customer account
• 3. log in with your e-mail and the one-time password
• 4. a verification page will then appear. Click on the 'Resend' button there to request a new verification email
• 5. follow the instructions in the email to complete the verification process
• 6. after verification, you can request and set a new password via 'Forgot password'.

Once these steps have been completed, your customer account will be fully available to you.

Tips:
- Make sure you choose a secure password (at least 8 characters, combination of upper and lower case letters, numbers and special characters).
- Check your spam folder if you have not received the email.
- Check your details for typos, capitalisation or special characters
- Can't open your BLUPHORIA app?
- Close the app and open it again
- Restart the device
-Check for updates
- Delete and reinstall the app
-Delete app data and cache