This policy covers the money side of changing plans — cancellations, refunds and credits across every service we offer. It's written plainly because nobody reads fine print at midnight before a flight.
Accommodation
Cancellation terms depend on the rate booked:
- Flexible rates — free cancellation until 48 hours before arrival; after that, the first night is charged; no-show charges the first night
- Advance purchase — prepaid and non-refundable, but the booking can be moved once within 12 months at the same or higher rate
- Peak and event periods — longer windows (typically 14 days), shown clearly at booking
Early departure is charged for the nights used plus one; suite categories may differ — check your confirmation.
Dining
Counter and chef's table seats are prepaid experiences: cancel up to 72 hours ahead for a full refund, 24–72 hours for a credit, inside 24 hours forfeit (though we'll resell the seat if we can — and refund you if we do). Dining room tables cancel free up to 24 hours. No-shows forfeit the seat.
Spa and wellness
Treatments and private suites cancel free up to 24 hours ahead; inside 24 hours a 50% charge applies; no-shows are charged in full. Thermal circuit day passes are refundable up to the day before. We rebook without charge whenever the schedule allows.
Experiences and charters
Yacht charters, transfers and concierge-arranged experiences carry the operator's terms — shown at booking. Weather cancellations on our own charter are always free: reschedule or full refund, your choice. Third-party experiences follow their provider's policy, which we disclose upfront.
Events and functions
Event cancellations follow the contract's deposit schedule — typically: non-refundable deposit on signing, sliding scale from 90 days. Force-majeure provisions apply; our event directors will always discuss postponement before cancellation.
How refunds are processed
Refunds go back to the original payment method within 5–10 business days of approval. Credits are issued as a resort voucher valid 12 months. For third-party bookings (Booking.com, agents), refund requests go through that channel — we can't refund their payments directly.
Service failures
If we fail to deliver a booked service — a closed facility, a cancelled charter, an unavailable room category — you get a full refund or an upgrade, your choice. Our discretion is exercised generously; we aim to be the easy call, not the difficult one.
Disputes
Disagreements go first to the duty manager or reservations manager — resolved on the spot in most cases. Unresolved matters escalate to the General Manager in writing; beyond that, consumer remedies under Australian Consumer Law apply unaffected.