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Cancellation & Refund Policies

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We understand and appreciate that sometimes plans change due to circumstances beyond our control. Of course, we would be disappointed for you to miss out on an amazing experience however, should you need to proceed with a cancellation, our policies are clarified below. 

 

Please get in touch if you have any questions regarding this matter.

General Cancellation and Refund Policy
 

The following policy relates to general cancellations (excluding Covid19). 

  • Cancellation up to 14 days from check-in (2.00pm): Full refund (less admin and merchant fee)

  • LESS than 14 days: 50% refund less first night's rate (less admin and merchant fee)

  • LESS than 7 days: No refund 

  • No Show - No refund

Special Promotions and Other Packages:

 

  • Food Packages: Less than 48 hours notice: No Refund. 
     

  • Special Promotions: As stipulated on the website/social media. 
     

  • Celebratory Stay Packages: As stipulated on the website.

 

Covid19 Cancellation and Refund Policy
 

This policy strictly relates to Covid19 travel implications. This may include:

Impending lockdown

Impending border closure

You are required to quarantine as a close/casual contact

You have contracted Covid19

We offer:

Queensland Residents:

Transfer your stay to a future date (subject to availability); or

Request to cancel: 100% refund (less admin fee and merchant fee) - 48 hours notice required.

Interstate/International Guests:

- Transfer your stay to a future date (subject to availability); or

- Greater than 7 days to check-in (2.00pm): Full Refund (less admin and merchant fee).
- Less than 7 days: No refund issued. ​​

 

Altura Vista will comply with any directive issued by the authorities; State or otherwise. In the event of a snap lockdown or impending border closure, guests will be required to vacate and will be compensated for any unused portion of their stay. 
 

If you are feeling unwell, we ask that you do not travel and to contact our office immediately to discuss your available options.
 

** Refunds may take 7 - 9 business days to appear in your account **

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