Terms and Conditions

Booking Terms

Booking Information and Conditions

• Payments for bookings can be made by cash, credit card, EFTPOS, or bank transfer.
• Only VISA & Mastercard Credit or Debit cards are accepted.
• A deposit of 30% is required to secure the booking.
• The balance of payment is due on arrival.

Cancellation Policy

A cancellation fee applies to all bookings:

• More than 30 days prior to arrival date – full refund less $40 admin fee.
• 14 to 30 days prior to the arrival date – full refund less 30% of total tariff unless a replacement booking is received, then a $40 admin fee will apply.
• Less than 14 days prior to arrival date – total tariff payable, no refund unless a replacement booking is received, then a $40 admin fee will apply.
• In the case of a no show – total tariff payable – no refund applicable.
• Travel restrictions due to COVID – If travel restrictions are imposed as part of Government Policy, we are happy for you to postpone your booking or offer a full refund.
• No refunds are given for early departure and all cancellations must be in writing.

Cancellation by Big Brook Retreat

At times, situations arise of which we have no control and in the unlikely instance that it is deemed to be in your best interest, Big Brook Retreat reserves the right to cancel your booking or move guests to alternate accommodation, subject to availability at their discretion. This would include extreme bush fire risk, an extended water or power outage or damage to your booked accommodation, due to storms or other means. In this instance, you will be given as much notice as feasibly possible and be aided in securing alternative accommodation. You will be refunded in full; any deposits paid and receive a 10% discount on your next booking at Big Brook Retreat.

Changes To Bookings

A fee may be charged for any change in a booking such as changing a chalet or reducing the number of days of the booking.

Chalet Change

If in the case of a request for a chalet being changed, a $100 fee may apply.

Reduction of Days

Fees will be applied as follows for reducing the length of stay:

• More than 30 days prior to arrival date – $100.
• 14-30 days prior to arrival date – full refund less 30% of total tariff of the number of days cancelled.
• 7-14 days prior to arrival date – full refund less 50% of total tariff of the number of days cancelled.
• Less than 7 days prior to arrival date – no refund applicable.

Check in and Check out Times

Check in is from 2.00 pm
Check out is by 10.00 am

BBQ

We ask that your BBQ is cleaned prior to departure. (Your chalet is supplied with cleaning utensils/BBQ cleaner). Failure to clean the BBQ will incur an additional cleaning cost of $30. Please ensure gas cylinders are turned off after every use. BBQs are not to be moved.

The use of portable cookers/camping stoves/BBQs are not permitted inside the chalets for safety reasons.

Behaviour

Guests are required to conduct themselves in a reasonable and responsible manner when on the property of Big Brook Retreat and must not act in any way which may disturb other guests. Failure to adhere to this requirement may result in a guest being asked to leave Big Brook Retreat, in which event, all outstanding payment due shall become immediately payable. Please note, Big Brook Retreat expressly prohibits parties in chalets.

The management reserves the right to enter and inspect the chalet at any time and for whatever reason.

Bond

On arrival, the guest’s credit card will be sighted, and details will be confirmed/taken with signed authority to debit any amount if necessary. This will cover extra cleaning that may be required, damage arising during the duration of the guests stay and late departures. The card details will be destroyed should no extra expenditure occur. If incoming guests are unable to provide credit card details, then a bond of $200 cash is payable on arrival.

Chalet Contents

All chalets are equipped with a Smart TV and DVD player, portable blue tooth speaker, reverse cycle air conditioner, wood fire, overhead fan, microwave, full kitchen facilities, including Nespresso coffee machine, fridge/freezer, hairdryer, iron, ironing board, clothes drying rack, gas BBQ, and outdoor settings. All chalets are individually furnished and have their own crockery and cutlery. Please do not move any items between chalets.

Cleaning

Our chalets are fully self-catering and will not be serviced until your day of departure.

Each chalet is equipped with cleaning equipment, and we ask you leave your chalet as you found it, in a clean and tidy condition upon departure. crockery, glasses, cutlery, etc, washed/dried and returned to cupboards and drawers. Rubbish to be removed and placed in the outside bin/recycling. If the chalet is not left in a presentable condition, an additional cleaning fee will be incurred, and deducted from your credit card.

Chalets left with foul odours or excessive cooking smells will incur additional fees. If it is deemed the odours/excessive cooking smells prevent comfortable occupancy for incoming guests, loss of full daily tariffs until chalet is habitable will be deducted from your credit card.

If you wish to have a mid-clean during your visit (applies for visits with a minimum of 7 days), this can be arranged with a cleaning fee to be advised by the Managers. Please let Management know if you would like a mid-clean at the time of booking.

Damage/Breakages

Any damage or breakages in the chalet or its contents or common property must be reported to the office before departure. All breakages and damage may incur a charge. Guests are responsible for missing items from the cottages and will be charged full replacement value.

If there is unreported damage or breakage in your chalet, a fee will be applied to your credit card/bond to cover the cost of repair or replacement.

Fires

During the Winter months, matches, firelighters, kindling, medium and large wood will be provided. Please enjoy your fire but use your wood correctly as kindling and medium wood is designed only to get the fire going and not for continual burning (use large wood once fire is established). Please do not light your fire before departure as it will need to be cleaned before the next guests check in. NOTE: If firewood other than that provided by Big Brook Retreat is used there may be a charge of up to $200 for cleaning the flue and firebox.

Insurance

We recommend that guests take out comprehensive holiday cancellation and protection insurance to cater for any unforeseen circumstances that may cause guests to cancel their booking or for loss of personal items from chalets. All guests are responsible for keeping the property secure during their stay and will be responsible for any theft or damage due to neglect in this area. No responsibility is taken for guest’s personal property left on or near the premises. No liability is accepted for any injury, debt, damage, loss, delay, expense, or inconvenience caused directly or indirectly by events beyond Managements control.

Internet Usage

Your use of the free Wi-fi internet provided must not breach any applicable laws or regulations and it is prohibited to use Big Brook Retreat’s internet network for the purpose of illegally downloading or uploading copyright works, particularly using file sharing applications or networks. You are solely responsible for your internet activity whilst using our network and your internet access may be blocked if inappropriate activity is detected, including excessive bandwidth usage.

Keys

Keys are to be returned to office during office hours (8.30am – 10.00am) before departure. For early departures keys can be left in the chalet door. A maximum of 2 sets of keys per tenancy can be provided.

Left Items

Items found will be held for claiming for a maximum of 2 weeks and if not claimed donated to charity.

Linen

All chalets are provided with bed linen, pillow slips, bath towels, hand towel, face washer, bathmats, additional pillows, and blankets. Additional linen/towels can be obtained from the office if required.

Number of Guests

Maximum Occupancy – Chalets at Big Brook Retreat cater for a maximum number of guests as follows:
Chalet 1. No more than 4 persons
Chalet 2. No more than 2 persons
Chalet 3. No more than 4 persons
Chalet 4. No more than 2 persons

Please note, should additional persons other than the original booking number are found to be staying in a chalet, Big Brook Retreat reserves the right to apply additional charges.

If there are more persons found to occupy a chalet than there are beds to accommodate them, the guests will be asked to vacate with no refund applicable.

Parking

Car parking facilities are provided for guests. Big Brook Retreat accepts no liability for any loss or damage which may result from a guest’s use of the car parking facilities. All such use is at the guests’ own risk.

Pets

Sorry, we do not allow pets. If pets (includes friends visiting with pets) are found, there will be an extra cleaning fee imposed at a minimum of $100. The pet must be removed immediately from the property.

Right to Refuse or Revoke Booking

The Management of Big Brook Retreat reserve the right to revoke or refuse to honour any accommodation booking which may, in the opinion of the owner, (and at their sole discretion) be unsuitable for the property concerned. The same right to revoke or refuse a booking applies should guest’s details prove to be inaccurate. In such instances a full refund will be provided.

Smoking/Vaping

There is NO SMOKING/VAPING permitted inside the chalets. Guests are asked to not smoke/vape close to doors and windows and to dispose of cigarette ends thoughtfully by placing them in the bin. If guests do smoke/vape in the chalet they will be asked to leave immediately, and no refund will be given. There will also be a $300 cleaning fee applied to your credit card as couches and furnishings will require a special dry clean.

Visitors

You are responsible for the conduct of visitors in the chalet. Please ensure your visitors abide by the house rules.

Website Privacy Policy

This Privacy Policy has been specifically created for and provided to Big Brook Retreat and sets out how we use, disclose, and protects any personal information that you provide or that we collect, when you use this website or that we collect directly from you.

We are committed to ensuring that your personal information is protected. If we ask you to provide certain information by which you can be identified when using this website, it will only be used in accordance with this Privacy Policy and the Australian Privacy Principles. If you do not wish to provide personal information to us then you do not have to do so, but it may affect your use of this website, or the products and services offered on it.

This policy may be amended from time to time. You should check this page regularly to ensure that you are always aware of the current policy. This policy is effective from 20 January 2023.

Your continued use of our website following any such amendments will be deemed to be confirmation that you accept those amendments.

Collection of Personal Information

We may ask you to provide the following information:

• name
• job title
• contact information, including email address
• demographic information such as address, postcode, preferences, and interests; and
• other information relevant to customer surveys and/or promotions.

We do not collect sensitive information about visitors to our website.

As with most online businesses, we may log information about your access and use of our Site, including using Internet cookies, your communications with our Site, the type of browser you are using, the type of operating system you are using and the domain name of your Internet service provider.

We may contact you to voluntarily respond to questionnaires, surveys, or market research to seek your opinion and feedback. Providing this information is optional to you.

If we receive your personal information from third parties, we will protect it as set out in this Policy.

Use of Personal Information

We collect and use the personal information for purposes including:

• to better understand your needs, enabling us to improve our products and services
• for internal record keeping
• to circulate promotional emails about new products, special offers or other information which we think you may find interesting.
• direct marketing
• to contact you (by telephone, email, or mail) for market research purposes; and
• to customise the website according to your interests.

Disclosure of Personal Information

We may disclose personal information:

• for the purpose of providing services to customers
• to credit reporting agencies and courts, tribunals, regulatory authorities where customers fail to pay for goods or services provided by us to them
• to courts, tribunals, regulatory authorities, and law enforcement officers as required by law, in connection with any actual or prospective legal proceedings, or to establish, exercise or defend our legal rights; and
• to third parties, including agents or sub-contractors, who assist us in providing information, products, services, or direct marketing to you. This may include parties located outside of Australia.

Where we disclose your personal information to third parties for these purposes, the third party will be obligated to use that personal information in accordance with this Privacy Policy.

If there is a change of control of our business or a sale or transfer of business assets, we reserve the right to transfer to the extent permissible at law our user databases, together with any personal information and non-personal information contained in those databases. This information may be disclosed to a potential purchaser. We would seek to only disclose information in good faith and where we have sought to maintain confidentiality.

Links to other Websites

Our website contains links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over these websites. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Controlling Your Personal Information

We will not sell, distribute, or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.

You may request details of personal information that we hold about you, in certain circumstances set out in the Privacy Act 1988 (Cwth). An administrative fee may be payable for the provision of information. If you would like a copy of the information which we hold about you, email us at info@bigbrookretreat.com.au. We will respond within a reasonable time. We may refuse to provide you with information that we hold about you, in certain circumstances set out in the Privacy Act.

If you believe that any information, we hold is inaccurate, out of date, incomplete, irrelevant, or misleading, please email us at info@bigbrookretreat.com.au. We will respond to any request within a reasonable time and will endeavour to promptly correct any personal information found to be incorrect so that the personal information is accurate, up to date, complete, relevant, and not misleading.

Storage & Security

We are committed to ensuring that the information you provide is secure. To prevent unauthorised access or disclosure, we have put in place suitable physical, electronic, and managerial procedures to safeguard and secure the information and protect it from misuse, interference, loss and unauthorised access, modification, and disclosure.

No information transmitted over the Internet can be guaranteed to be secure. We cannot guarantee the security of any information that you transmit to us or receive from us. The transmission and exchange of information is carried out at your own risk. Although we take measures to safeguard against unauthorised disclosures of information, we cannot assure you that personal information that we collect will not be disclosed in a manner that is inconsistent with this Privacy Policy.

Cookies & Web Beacons

We may use cookies on this Site from time to time. Cookies are text files placed in your computer’s browser to store your preferences. Cookies, by themselves, do not tell us your e-mail address or other personally identifiable information. However, once you choose to furnish the Site with personally identifiable information, this information may be linked to the data stored in the cookie.

We may use web beacons on this Site from time to time. Web beacons or clear. gifs are small pieces of code placed on a web page to monitor the behaviour and collect data about the visitors viewing a web page. For example, web beacons can be used to count the users who visit a web page or to deliver a cookie to the browser of a visitor viewing that page.