CANCELLATION AND REFUND POLICY
We understand things can happen beyond your control. We strive to work towards a satisfactory solution for all and will assess your situation and options available. Our general refund policy:
- Grace period 24 hours Cancellations within 24 hours of booking are free of charge for bookings made on our direct booking website*.
- Cancellations made more than 42 days (6 weeks) prior to arrival incur are free of charge
- Cancellations between 42 and 30 days prior to arrival incur a loss of deposit, generally 50% of the total rate of your booking. If we can secure a new booking for the dates that you cancelled we will refund your monies paid to date minus 25% of total booking fee as admin fee and any cost recovery charges for third party travel sites*.
- Cancellations made within 30 days of arrival incur a loss of full payment. If we can secure a new booking we will refund your monies paid minus a 25% admin fee plus any cost recovery charges for third party travel sites and any discounts given to new guests to secure the new booking.
* Reservations made via third party on-line travel sites such as Airbnb, Booking.com, Stayz may incur cost recovery charges for booking fees and commissions that these sites still charge us when you cancel.
- COVID-19: If government introduces a travel ban, major events are cancelled which are out of your and our control we will assess your situation, automatically rebook you for a future date free of charge, or apply a more lenient cancellation rule, we refund 75% and keep 25% of total charge as admin cancellation fee. If you only made your booking recently since the outbreak of the virus you were aware of the risks
HOUSE RULES AND TERMS
When booking with us you agree to our house rules. Common sense applies i.e. keep the property tidy upon departure, notify us of any damages, excess (cleaning) charges may apply when rules are not met. We strive towards transparent and fair communication. Please read our full list of house rules and terms that you agree to when booking with us https://www.mysolscape.com.au/terms.php