Refund Policy
Brother Moon Glamping
This Refund Policy ("Policy") applies to all bookings made through the Brother Moon Glamping website, phone reservations, and email bookings.
1. GENERAL
1.1 We offer refunds and remedies in accordance with the Australian Consumer Law and on the terms set out in this Policy.
1.2 Any benefits set out in this Policy are in addition to your rights under the Australian Consumer Law, which cannot be excluded.
1.3 Please read this Policy before making a booking so that you understand your rights and what you can expect from us if you are not satisfied with your experience.
2. AUSTRALIAN CONSUMER LAW
2.1 Our accommodation services come with guarantees that cannot be excluded under the Australian Consumer Law.
2.2 If there is a major failure with a service you have purchased from us, you are entitled to:
(a) cancel the booking and receive a full refund of any amount paid; and
(b) compensation for any reasonably foreseeable loss or damage resulting from that major failure.
2.3 If there is a failure with a service that does not amount to a major failure, you are entitled to:
(a) have the service re-supplied within a reasonable time; or
(b) if we are unable to re-supply the service within a reasonable time, cancel the booking and receive a refund of any amount paid.
2.4 If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.
2.5 Further information about the Australian Consumer Law and Consumer Guarantees is available from the Australian Competition and Consumer Commission at www.accc.gov.au.
3. CANCELLATION AND CHANGE OF MIND
3.1 If you have received the accommodation services as booked but simply change your mind, we may, at our discretion, offer a refund or credit, provided that:
(a) you notify us in writing at least 2 days (48 hours) before your scheduled check-in date;
(b) the cancellation request is submitted by email to sam@brothermoonglamping.com.au;
(c) you provide proof of your original booking confirmation; and
(d) the booking is not a promotional or discounted booking that was specified as non-refundable at the time of booking.
3.2 Cancellations made less than 2 days (48 hours) before the scheduled check-in date will not be eligible for a change-of-mind refund. In such cases:
(a) any deposit paid may be forfeited; and
(b) a cancellation fee of [INSERT AMOUNT OR PERCENTAGE, e.g. 50% of the total booking value] may apply.
3.3 Approved refunds will be processed within 14 business days of the cancellation being confirmed by us.
3.4 Promotional or discounted bookings may be non-refundable where this is clearly stated at the time of booking, subject always to your rights under the Australian Consumer Law.
4. EXCEPTIONS
4.1 We may decline to provide a refund or remedy where:
(a) you misused the accommodation or facilities in a way that caused the issue;
(b) you were made aware of the relevant issue before making your booking;
(c) you requested a specific arrangement or alteration against our advice, or were unclear about what you wanted; or
(d) any other exception applies under the Australian Consumer Law.
5. HOW TO REQUEST A REFUND
5.1 To request a refund, cancellation, or remedy, please contact us using the details in clause 7 of this Policy.
5.2 To be eligible for a refund or remedy, you must provide:
(a) proof of your original booking (e.g. booking confirmation email or receipt); and
(b) a description of the issue or reason for your request.
5.3 You may be required to provide government-issued identification to process a refund.
5.4 Unless we agree otherwise, all refunds will be issued in the same form as the original payment, or to the same account or card used to make the booking.
6. RESPONSE TIME
6.1 We aim to acknowledge all refund and cancellation requests within 2 business days of receipt.
6.2 We aim to process approved refunds within 14 business days of approval.
7. CONTACT US
7.1 If you have any questions about this Policy, or wish to make a refund or cancellation request, please contact us at:
Brother Moon Glamping