Cancellation Policy

Cancellation by the Guest

All cancellations must be confirmed in writing by the Lead Guest.

A non-refundable booking deposit of 5% of the total booking value is payable when a direct reservation is made.

The remaining cancellation terms depend upon the property and rate plan selected. The policy applicable to your reservation will be displayed during booking and confirmed in your booking confirmation.

Flexible Cancellation – Large Properties

More than nine months before arrival: only the 5% booking deposit is retained. No further scheduled payments will be taken.

Between nine months and 12 weeks before arrival: 30% of the total booking value is payable.

Within 12 weeks of arrival: 100% of the total booking value is payable.

Flexible Cancellation – Small Cottages

More than three weeks before arrival: only the 5% booking deposit is retained. No further scheduled payments will be taken.

Within three weeks of arrival: 100% of the total booking value is payable.

Once the full booking price has become due under the payment schedule for your booking, you remain responsible for paying it, even if the booking is later cancelled. If we successfully re-let the accommodation, you may then be entitled to a refund or reduction.

Cancellation and Missed Payments

If you want to cancel your booking, you must tell us in writing before the relevant cancellation deadline.

Simply failing to make a payment does not cancel the booking or reduce the amount you owe.

For example, if your final balance is due 12 weeks before arrival and you do not tell us that you are cancelling before that deadline, the full booking price will still be payable, even if the final balance payment is missed. For small-cottage bookings, the same principle applies at the three-week payment deadline.

If a payment is overdue, we may give you a final deadline to pay. If payment is still not received, we may cancel the booking, but you will remain responsible for the amount due under the cancellation policy.

If we later re-let the accommodation, any refund will be calculated under the rebooking terms in this policy.

Refunds Following Re-letting

IIf you cancel your stay, we will make reasonable efforts to re-let the property for the cancelled dates.

If we successfully secure and complete a replacement booking, we will refund the net amount recovered, less:

  • the original 5% non-refundable booking deposit;
  • any reduction in price required to secure the replacement booking;
  • third-party commissions or payment charges; and
  • reasonable administrative costs arising from the cancellation and rebooking.

The refund cannot exceed the amount originally paid by you.

Any refund will be calculated and processed after the replacement stay has taken place and has been paid for in full.

We cannot guarantee that the property will be re-let, and we are not required to accept a replacement booking at an unreasonable discount.

Date Changes

Requests to change booking dates are treated as a cancellation and new booking unless we expressly agree otherwise in writing.

Any change is subject to availability, current pricing and the cancellation terms applicable to the original booking.

Travel Insurance

We strongly recommend that all guests take out comprehensive travel insurance as soon as the booking is made.

The policy should provide suitable cover for circumstances including:

  • cancellation;
  • illness or injury;
  • bereavement;
  • travel disruption; and
  • other circumstances that may prevent the group from travelling.

A decision not to obtain insurance does not alter the cancellation terms or remove the Lead Guest’s responsibility for amounts due under the booking agreement.

Cancellation by Us

We may cancel a booking where:

  • the guest has failed to make a payment when due and has not complied with a final payment deadline;
  • inaccurate or misleading information has been provided;
  • we reasonably believe that the property may be misused;
  • the booking or intended use breaches our Booking Terms and Conditions; or
  • circumstances outside our reasonable control make it impossible to provide the accommodation.

Where we cancel because of a breach by the guest, including non-payment, deposits, payments and outstanding sums will be dealt with under the guest-cancellation and non-payment provisions above.

Where we cancel for reasons that are not caused by the guest, we will offer, where reasonably possible:

  • suitable alternative accommodation; or
  • a refund of the sums paid for accommodation that we are unable to provide.

Nothing in this Cancellation Policy limits any rights or remedies that cannot legally be excluded.

This Cancellation Policy should be read in conjunction with our Booking Terms and Conditions and forms part of the booking agreement.

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