Aspen Holidays Cancellation Policy
Deposits
A deposit is required for all reservations. A deposit equal to the first nights accommodation must be paid. Reservations will not be guaranteed without a deposit. We accept Visa, AMEX, MasterCard and direct deposit.
Final payment dates for bookings vary by season (view season calendars):
- Premium and high season: final payment for the booking will be due 30 days prior to arrival.
- Mid-season: final payment for the booking will be due 7 days prior to arrival.
- Low Season: final payment for the booking will be due at the time of arrival
- Special events: final payment for booking due 90 days prior to arrival
- For group bookings, different deposit terms will apply, these will be confirmed when booking.
Payment Options
Credit Card: We accept credit cards for both online and phone bookings.
Please note that payments made via credit card attract a credit card surcharge.
All credit cards – 1.2%
EFTPOS – 0.5%
Charges will appear as Aspen Living Villages Pty Ltd on your bank statement.
Direct Deposit: If paying via direct deposit the funds must clear in our account prior to the final payment date.
Cancellation / Refunds
If you cancel your booking within the cancellation period below, the following fees will be charged depending on the season.
For bookings made:
- Premium and high season: Cancellations within 30 days of arrival will incur a cancellation fee equal to the total booking value.
- Mid-season: Cancellations within 7 days of arrival will incur a cancellation fee equal to the total booking value.
- Low season: Cancellations within 48 hours of arrival will incur a cancellation fee equal to the first night’s accommodation/site rate.
- Special events: Cancellations within 90 days of arrival will incur a cancellation fee equal to the total booking value.
- For group bookings, different cancellation terms will apply, these will be confirmed when booking.
Some other things that you need to know if you choose to cancel your booking are:
- Administration fee: Where a refund is due, an administration fee of $25 will be charged for the loss of the booking, payable at the time of cancellation.
- Third party bookings: We are unable to process cancellations for bookings made via certain online travel agents (e.g. Expedia, Wotif, Booking.com etc.). To cancel third party bookings, this will need to be done via the booking agent directly. You will need to contact these parties directly with any cancellation requests, fees may apply.
- Refunds may need to be processed by our head office and may take up to 7-14 days, any credit card surcharges charged at the time of the booking will not be refunded.
- Credits: If you need to cancel, a credit can be issued for future dates instead. The credit amount will be the amount paid for the booking less any cancellation and administration fees. The value of your credit can be used for future bookings. The following conditions apply in relation to credits:
- Credits can only be used towards the value of accommodation bookings.
- Credits are not available for bookings made via online travel agents, e.g Expedia and Booking.com.
- Credits may be refundable for up to 12 months, if a refund was applicable at the time of cancellation. After this point any monies paid are forfeited.
- Credits are valid for 12 months from the date the booking was cancelled; and
- Credits may be transferred between any Aspen Holidays Parks in Australia.
What if Aspen Holidays has to cancel your booking?
Should Aspen Holidays need to cancel a reservation due to circumstances out of our control (such as flooding, earthquake, fire or pandemics) guests will be notified and offered a refund of monies paid or credit to be held for a future date.
General Terms
Aspen Holidays do not accept bookings from persons under the age of 18 years of age. All guests under the age of 18 must be accompanied by a responsible adult such as a parent or guardian. We reserve the right to cancel any reservation where this condition is not met.
Sale, Promotional and Event Tariffs
Any accommodation or site booking made on a sale, promotional or event tariff is made under special conditions that differ from standard tariffs. These are agreed to at the time of booking.