Refund Policy

1. Room Reservations

Flexible rates

• Free cancellation and modification until 16:00 (Melbourne time) the day before arrival.
• Cancellations inside that window are charged the first night; remaining nights are released without charge.
• No-shows are charged the first night; the remainder of the booking is released.

Prepaid rates

• Prepaid and advance-purchase rates are discounted in exchange for commitment — they are non-refundable but can be rescheduled once, to dates within six months, when the house has comparable availability.

2. Packages & Villas

Seasonal packages, the Sky Villa and event-period bookings carry a 30% deposit at confirmation:

• More than 30 days out — deposit refunded in full.
• 30–7 days — deposit retained; balance not charged.
• Under 7 days — the full scheduled amount applies unless the suite is resold, in which case we refund the recovered portion.

3. Services & Experiences

• Helicopter transfers — weather-cancelled flights are refunded in full or converted to a chauffeured transfer at no charge difference.
• River cruises — weather calls made at noon on the day; cancelled circuits rebook or refund without argument.
• Spa & dining — cancel up to 4 hours ahead without charge; later cancellations are charged at 50%.
• Masterclass & events — seats are transferable; cancellations under 24 hours are charged in full.

4. Event Contracts

Weddings, buyouts and contracted events follow the deposit and cancellation schedule in the signed event agreement, which supersedes this page where they differ.

5. How Refunds Are Processed

Approved refunds return to the original payment method within 5–10 business days (bank-dependent). Card pre-authorisations are released at checkout and drop off within your bank's standard window — typically 3–7 days.

6. Disputes

If a charge looks wrong, contact the desk first — most resolve in one call: [email protected] or +61 3 9292 6868. Your statutory rights under the Australian Consumer Law are unaffected by anything on this page.