Cancellations & Refunds
How changes, cancellations and refunds work for bookings placed through the Booking Down Under desk.
Plans change. This page sets out the cancellation terms for the different kinds of bookings we place, and how refunds are handled. The specific terms on your written confirmation always govern; this page describes the general position.
1. Accommodation
Flexible-rate rooms cancel free up to 72 hours before check-in. Prepaid and event-weekend rates carry stricter terms stated at booking. Late cancellations and no-shows are charged per the hotel's own policy, usually the first night. Date changes on flexible rates are handled directly with the hotel and reconfirmed in writing.
2. Dining and spa
Restaurant bookings cancel free with 48 hours notice in most cases; some signature rooms require longer and say so on the confirmation. Spa bookings follow the spa's own window, typically 24 hours. Our booking fee is refundable whenever the venue allows the change; where the venue's policy charges for a late cancellation, the coordination fee is returned separately.
3. Transfers and transport
Chauffeured transfers cancel free up to 12 hours before pickup. Within that window the full fare applies because the vehicle and driver were committed. Flight delays do not trigger charges because the booking tracks the aircraft. Multi-vehicle and group manifests carry 72-hour terms.
The confirmation is the contract
Every booking we place arrives with written terms naming the cancellation window. If this page and your confirmation differ, the confirmation governs.
4. Events and packages
Event and venue-hire bookings follow staged contracts: deposits are typically 25 percent and become non-refundable on a stated schedule as the event approaches. Wedding and conference contracts name the exact terms before signature. Packages combining several services apply the most restrictive term of the components.
5. How refunds are processed
Where a refund is due it goes back to the original payment method within ten business days of confirmation. Where the venue refunds directly (for example a hotel cancellation), the venue's own timeline applies. Our coordination fees are refunded on the same basis as the service they covered unless the work was already completed.
6. Disputes
If a cancellation or refund is disputed, contact [email protected] first and we will review the written confirmation and the venue's terms against your case. Australian Consumer Law applies and nothing here limits the rights it gives you.