Refunds and cancellations — the schedule in plain terms
When you can cancel, what comes back, and how fast it lands — the staged schedule the desk quotes from, published so nobody has to ask.
Effective 1 August 2026
GDPR & your data rights
Guests in the EU/UK and Australian residents hold the same rights at this desk: access, correction, portability and erasure of personal data. Requests are answered within 30 days — write to [email protected] with "Privacy request" in the subject. Full detail lives in our Privacy Policy.
Room cancellations
Flexible rates: free cancellation to 48 hours before 15:00 arrival day. Inside that window the first night is charged; the balance refunds.
Prepaid advance-purchase rates are cheaper precisely because they're final — they're quoted as such at booking and carry no refund except where consumer law requires.
Packages & events
Bundled packages cancel free to 7 days, 50% to 48 hours, nil inside. Wedding and event hires carry a staged schedule issued with the contract — deposits to 25% are non-refundable once production starts.
Seasonal retreats and ticketed events (truffle weekend, distillers' residency) are transferable to another guest or date — transfers are free, refunds follow the staged schedule.
Services & experiences
Spa, dining, cellar and experience bookings cancel free to 24 hours; inside that a 50% charge applies because the therapist, table and guide were already reserved.
Weather-cancelled experiences rebook first, refund second — the desk offers both, your call.
How refunds land
Refunds return to the original payment method within 5–10 business days — the estate releases same-day; the banks take the rest of the window.
Pre-authorisations release at checkout automatically; if yours lingers past five days, the desk chases the bank for you.
No-shows & early departures
No-shows charge the first night on flexible rates and the full stay on prepaid. Early departures refund unused nights where the room resells — the desk tries hard, honestly.
Medical and compassionate cases are handled by the duty manager with discretion — write to us, these are human decisions.
Disputes
Contact the desk before your bank — most reversals resolve in one call, and chargebacks without contact cost everyone time.
Unsatisfied? Australian Consumer Law applies in full; the Tasmanian regulator oversees gaming-related disputes.
Talk to a human about it
Policy questions go to the same concierge desk as everything else — or write directly to [email protected].
- Desk line+61 3 6221 1888
- Email[email protected]
- Registered address410 Sandy Bay Rd, TAS 7005
On Refunds
Fair refunds, quick ones
The schedule above is the whole policy — nothing hides in the fine print because there isn't any.