Cancellation Policy

General

• Booking refunds will only be made to the person/ agent who made the original booking.

• Refunds will be made with the payment type used to pay for the booking.

• Refunds for closures of facilities must be applied for no later than 7 days after the booked service date.

Cancellations

• Booking and alteration fees are not refundable.

• All medical cancellations must be accompanied by a medical certificate and will apply to the person listed on the certificate only. Medical cancellation fee is 20% of the value of the cancelled portion of the booking.

Cancellation fees are based on the earliest start date and applies to all booked services.

If a booking has been transferred to a later date and is then cancelled, cancellation fees will apply as of the date of the original booking. If a booking has been transferred to an earlier date and is then cancelled, cancellation fees will apply as of the new booking date.
Cancellation Fee Schedule

- More than 91 days before the first date service/s will be used: $15 fee*

- More than 14 days, but fewer than 90 days before the first date facility/service/s will be used: 10% of booking cost*

- 14 days or less before the first date facility/service/s will be used: 100% of booking cost.
* Minimum charge of $15, and no refund will be given where full booking price is less than $15.

Alterations and transfer of booking dates

• Alterations and date transfers can be made by contacting a DOC office as per booking confirmation.

• Alterations to online booking details require cancellation and re-booking.

• Fees of up to $10 per booking may be charged per alteration.

• If a booking already transferred to a later date is then cancelled, cancellation fees will apply as of the date of the original booking.

• If a booking transferred to an earlier date is then cancelled, cancellation fees will apply as of the new booking date.

• If a booking is transferred within 48 hrs of the arrival date, cancellation fees of 100% apply to any unused proportion of the original booking.

• Bookings may be transferred only within the current open booking period. Bookings outside the open booking period must be cancelled.

• Any additional fees must be paid at the time the transfer is made.

• Any refunds, less cancellation fees, will be issued at the time the transfer is made.

• Where an alteration is made, any amount reduced from the original booking total shall be subject to cancellation fees.

Cancellations due to DOC closures

• Where DOC advises of bad weather, or similar, affects, but does not close the facility:

-you may wish to proceed with your booking, or

-dates can be transferred free of charge but no refund will be given, or

-booking can be cancelled, and standard cancellation fees would apply.

• If DOC closes a facility due to severe weather or conditions, a full refund of the fee for the unused facilities will be given or a date transfer offered.

• Those visitors who have already started their trip/ booking may be required to leave before their trip/ booking is completed. In this case a full refund for unused facilities will be given.

• Refunds or rescheduling bookings due to facility closures must be applied for within 7 days.

• No refunds will be given after these 7 days and trips will not be rescheduled.

• Visitors will only be rescheduled if there are vacancies available once the facility reopens.

Travel insurance

• DOC recommends that you arrange travel insurance to guard against the loss of costs associated with cancellation or delay of your trip.

Non-DOC bookings

• DOC is unable to rearrange non-DOC booked transport, accommodation and flight bookings if delays should occur.

Liability disclaimer

• DOC will not be liable for injury, damage, delays or any costs incurred by visitors.

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