The Australian Consumer Law provides certain statutory guarantees for consumers which cannot be excluded, for example that services will be provided with due care and skill. Nothing in these booking conditions modifies, excludes or restricts those guarantees or the remedies that may be available to you if we breach them.
Do you want to cancel your booking?
We understand that sometimes plans change. If you change your mind about your booking, you may cancel it at any time prior to your intended arrival.
We may ask you to confirm your identity when making a cancellation request and the collection of any personal information will be in accordance with our privacy policy.
If you cancel your booking within the cancellation period below, the following fees will be charged depending on the season.
- Premium and high season: Cancellations within 30 days of arrival will incur a cancellation fee equal to the total booking value.
- Mid and low season: Cancellations within 72 hours of arrival will incur a cancellation fee equal to the first night’s accommodation/site rate.
Some other things that you need to know if you choose to cancel your booking are:
- Administration fee: Where a refund is due, an administration fee of up to $30 will be charged depending on our loss. This fee can be credited to a future booking if you return within 12 months of the initial cancellation.
- Refunds will be processed to the same payment method which was used to pay for the booking and the following conditions apply:
- For refunds of less than $1,000, the refund will be processed at the time of cancellation unless the initial payment was via payment plan, BPay or EFT;
- For refunds of more than $1,000 or for payments made via payment plan, BPay and EFT, you will be required to complete a refund request form which will be sent to you via email. Refunds can then take up to 30 days to be processed;
- You will not receive a refund for any credit card surcharge incurred at the time of payment.
- Credits: Instead of a refund, you may choose to receive a credit for your cancelled booking. This will be the amount paid for the booking less any cancellation and administration fees. You can use the value of your credit for future bookings. The following conditions apply in relation to credits:
- Credits can only be used towards the value of accommodation bookings;
- Credits may be available upon request for bookings made via BIG4;
- Credits are valid for 12 months from the date a booking was cancelled and are fully refundable during that period; and
What if we need to cancel your booking?
If we are unable to provide our services to you due to causes beyond our control (such as flooding, earthquake fire or pandemics), we will not be in breach of this agreement but will refund or provide you with a credit for monies paid by you under this agreement for anything we can no longer supply. If we need to cancel in these circumstances, we will send you a SMS and/or email advising you of the situation and how you can claim your refund or credit.
Booking changes
If you wish to modify your reservation, please reach out to our helpful team before your arrival. Please note that fees may apply for any adjustments to your stay.
