Refunds & Cancellations

Refund and Cancellation Policy for online purchases.

1. This policy applies to any booking or reservation made by you with Buller Holidays Pty Ltd ACN 165 086 126 (us, our or we) via our website (mtbuller.com.au) for:

   1. lift passes and ticketing products that provide access to and use of ski, snowboard and tobogganing slopes, equipment hire for skiing, snowboarding, mountain biking, snowshoeing, cross country skiing and tobogganing, transport (including buses, shuttle buses, ride share services and taxis), health services (including myotherapy, physiotherapy and massage), group and school tuition, private tuition, the Buller Air Zone, full day programs, events, on-mountain experiences, sightseeing, sled dog tours and guided tours (including walking tours, snowshoe tours and cross country skiing tours) (Resort Products & Services). For the avoidance of doubt, season membership lift passes (and Ikon base passes) and vehicle season passes are not included as products and services under this policy; and

   2. accommodation products and services (Accommodation Products & Services).

2. If a booking or reservation for any Resort Products & Services or Accommodation Products & Services is cancelled by you more than 30 days prior to the date of the booking or reservation, subject to clause (e), you will be entitled to a refund or credit for any payment you have made to us, less the greater of:

   1. $50; or

   2. 10% of the total cost of the booking or reservation fee.

3. If you would like to cancel a booking or reservation for any Resort Products & Services or Accommodation Products & Services and request a refund or credit, you must send an email to bookings@bullerholidays.com.au as soon as reasonably practicable.

4. Any accepted refund or credit by us under this policy will only be made available to the person or entity who paid for the booking or reservation.

5. Subject to and without limiting any statutory rights under the Australian Consumer Law that may apply, you will not be entitled to a refund or credit for any payment you have made to us:

   1. if you cancel a booking or reservation for any Resort Products & Services or Accommodation Products & Services within 30 days of the date of the booking or reservation;
   2. if the booking or reservation for any Resort Products & Services or Accommodation Products & Services is marked or described as ‘Non-Refundable’. For the avoidance of doubt, if a booking or reservation is marked or described as ‘Non-Refundable’, you will be liable for and have to pay to us a cancellation fee equal to 100% of the total cost of the booking or reservation fee upon cancellation;
   3. if the Resort Products & Services and/or Accommodation Products & Services is available to you on the date of your booking or reservation and you do not show up to or utilise your booking or reservation for any Resort Products & Services or Accommodation Products & Services on the date of your booking or reservation;
   4. for any unused portion of a booking or reservation for any Resort Products & Services or Accommodation Products & Services; or

   5. if you fail to make payment for your booking or reservation for any Resort Products & Services or Accommodation Products & Services on the due date for payment. For the avoidance of doubt, if you fail to make payment by the due date, an automatic cancellation of the booking or reservation will apply to you without notice.

6. We will endeavour to facilitate any date change requested by you for your booking or reservation for any Resort Products & Services or Accommodation Products & Services subject to:

   1. availability of Resort Products & Services or Accommodation Products & Services;
   2. any change in price to Resort Products & Services or Accommodation Products & Services;
   3. the consent of any third party responsible for the relevant Resort Products & Services or Accommodation Products & Services; and

   4. the payment by you of a $50.00 administrative fee for each change to your booking or reservation.

For the avoidance of doubt, changes to bookings or reservations for any Resort Products & Services or Accommodation Products & Services will not be able to be accommodated in all instances.

Notice in relation to consumer guarantees