Cancellation Policy - Resort Products & Services

Products and Services covered by this Policy

Issued by Kosciuszko Thredbo Pty Ltd (‘KT’) as operator of the Thredbo Alpine Resort (‘Resort’) (KT is referred to throughout as “us”, “we’ and “our”, as applicable)

Products and services covered by this Policy

1. This Cancellation Policy:
   1. applies to all bookings, reservations, and purchases for season passes, and resort date-based products or services including equipment rental, lift passes, group lessons, private lessons, full day programs, events, on-mountain experiences and guided tours from KT (Resort Products/Services).This includes all bookings, reservations and purchases for Resort Products/Services:
      1. for use during the winter season which is generally between June to September (Winter Season) and/or the summer season which is generally between October to May (Summer Season);
      2. made via: thredbo.com.au; by phone; and in person (excluding bookings made through any third parties).
   2. is subject to, and incorporates by this reference, the relevant Terms and Conditions of Use that apply to the relevant Resort Products/Services you have purchased (including, for example, the terms of Thredbo Season Pass). Please see our website https://www.thredbo.com.au/terms-conditions/ for the various terms and conditions that apply.
2. It must also be read in conjunction with all other notices and signs that we may publish or display from time to time relating to cancellations or refunds.
3. Some separate specific terms and conditions apply to Resort Products/Services as set out below.

 When you are able to cancel and request a refund under this Policy

4. We will provide refunds and exchanges in accordance with all applicable laws including the Australian Consumer Law. If you wish to make a request for cancellation and a refund please contact us as soon as practicable and refer to the process set out below under the heading ‘General process for cancellation and refund requests’ and any specific processes otherwise set out in this policy.
5. In addition to your rights under the Australian Consumer Law, we will provide you with a refund in the following circumstances (subject to the terms set out in the further detail below) for Resort Products/Services: for injury or medical circumstances, international relocation, or work or education related reasons – see clauses 6 to 14 below.

Resort Products/Services: Cancellation for injury or medical circumstances, relocation, or work or education related reasons

6. If you cancel for any of the following reasons, we will provide you with a refund or credit on the conditions set out in clauses 7 to 13 below:
   1. injury or medical circumstances
   2. international relocation; or
   3. work or education related reasons,
   4. of the purchaser, Pass Holder or any of their relevant dependents.
7. If you would like to cancel and request a refund for one or more of the above reasons, you must follow the following specific process:
   1. Please send an email to: guestservices_thredbo@evt.com as soon as reasonably practicable after the occurrence of the injury, medical circumstance, relocation, work or education related reasons and by no later than 3 business days before the first date the Resort Products/Services were to be used. Cancellation requests received later than this time will not be accepted, unless there are extenuating circumstances which we will reasonably consider.  For Season Passes, you can email us at any time before or during its validity period.
   2. The email must include the relevant reason for cancellation and attach verifiable proof, including the following supporting documentation:
      1. if the reason is injury or medical circumstances: a medical certificate from an independent licensed medical practitioner or supporting documentation that includes a recommendation to the effect that due to the severity of the injury (ie physical injury which is sustained as a direct result of an unintended, unanticipated accident that occurs) or medical circumstances (ie an illness or disease that requires treatment by a medical practitioner, or pregnancy), it is medically necessary on the independent licensed medical practitioner’s recommendation that the Pass Holder not Ski (including alpine skiing, telemark skiing or snowboarding) for the duration of the Resort Products/Services purchased;
      2. if the reason is international relocation: documents that verifiably prove international relocation before or at the time the Resort Products/Services were to be used – for example an airline booking stating a departure date and return date and/or proof of new address, including tenancy agreements or utility bill;
      3. if the reason is work or education related: documents that verifiably prove, for example, that your employer has rejected your application for leave, loss of job, or that exam requirements hinder travel, at the time the Resort Products/Services were to be used.
   3. The email must also be sent by the person in whose name the booking is made (or a parent or guardian, in the case of a booking made in the name of a minor). If you are unable to send an email, please contact us in person or by phone to discuss your options.
8. We reserve the right to request further supporting material from you to substantiate to our reasonable satisfaction the relevant reason for your cancellation and refund request.
9. Your cancellation will only take effect once we have confirmed in writing that it has been accepted.
10. If your cancellation request is approved, we will refund to you the amount you paid for the purchased Resort Products/Services, less a cancellation processing fee of $20.00 (including GST). The cancellation processing fee is inclusive of any applicable credit card surcharges. Declined applications will not be charged a cancellation processing fee.
11. Your refund will be paid back to the payment method you used for the original transaction (for example, if you used a credit card, the refund will be paid back to the same credit card), except for payments made using MyMoney. Where MyMoney was used for payment, the amount will not be refunded to your original method of payment, the amount will be credited to your MyMoney card for use on future purchases.  We will endeavour to process refunds once approved within 7 days.
12. Any Resort Products/Services covered by the cancellation will be deactivated and cannot be reactivated for the relevant date once a cancellation has been processed.
13. We are not liable for any delays in processing your refund that are outside our control (for example, bank processing delays).

When you will not be entitled to a refund

14. Without limiting any statutory rights under the Australian Consumer Law that may otherwise apply, and subject to the conditions set out in this policy, you will not be entitled to a cancellation, refund, credit or exchange in the following circumstances:
    1. if you simply change your mind;
    2. if you do not comply with or breach any of the relevant Terms and Conditions that apply to the Resort Products/Services you have purchased from us and the relevant product/service is cancelled as a result (for example, due to your unacceptable behaviour);
    3. if you do not comply with or breach the Thredbo Responsibility Code: Alpine, Hiking and Mountain Biking accessible here: https://www.thredbo.com.au/the-mountain/mountain-safety/
    4. if you engage in or attempt to engage in any unlawful conduct;
    5. due to business interruption, when any Resort facilities are not operating for any reason, including weather, safety or any other operational closure, restriction or limitation or as directed by our staff in their discretion, or any other circumstances outside our control;
    6. if you cannot use the Resort Products/Services due to elective or cosmetic surgery, or due to an Injury or Medical Circumstance arising from alcohol or drug abuse;
    7. any particular amount of snow; or
    8. for passes, if any portion of a pass is unused.

General process for cancellation and refund requests

15. Some specific processes and requirements, including as to timing and supporting evidence, apply for cancellation and refund requests made for specific reasons as set out above. Please ensure you check and comply with any of those specific requirements. 
16. Our general process and contact details for cancellation, refunds or exchange requests is as follows:
    1. For Resort Products/Services:
       1. By email to: guestservices_thredbo@evt.com
       2. If in person, the request must be made at a Thredbo Guest Services Office. Office hours are generally 8.30am to 5.00pm.
       3. By telephone (enquiries only) by calling 1300 020 589.
    2. All cancellation requests will be assessed by us with regard to the fair and reasonable application of this Cancellation Policy and the Australian Consumer Law. The purchaser and/or Pass Holder must provide such further information or supporting documentation as we may reasonably consider necessary to assess a cancellation request.
    3. Once your request is received by us, verified and approved, we will advise you of the next steps and we will also notify you of the outcome of your request and whether it is accepted.
    4. Where your request is accepted, in the case of a refund, your refund will be processed, and a credit for the purchase price of the specific item (other than those purchased using MyMoney) will automatically be applied to your credit card or original method of payment, which we will endeavour to process within 7 days. Where MyMoney was used for payment for goods or services that are cancelled, this will not be refunded to your credit card or original method of payment, instead the amount will be credited to your profile as a credit to your MyMoney card.
    5. If you have not received an approved refund which we will endeavour to process within 7 days, we recommend first checking your bank account again. Please note that there is often some processing time before your refund is officially posted by your bank or for it to appear on your credit card.  If you have checked your account and still have not received your refund, please contact us on the details noted above.