Cancellation Policy

1. Overview

We want your ski holiday at Cascade Apartment 4 to be something you look forward to with confidence. This policy sets out our moderate cancellation policy — designed to be fair to both guests and to us as a small, self-managed property that relies on confirmed bookings through a short alpine season.

Mt Baw Baw's ski season runs from June through August only. Because we operate across a limited number of weeks each year, late cancellations have a significant impact on our ability to re-let the property. Our policy reflects this reality while still providing meaningful refund protection when guests cancel with sufficient notice.

This Cancellation Policy forms part of our full Terms of Service, which you agree to when completing a booking. Please read this policy carefully before confirming your reservation. If you have any questions before booking, please contact us at hello@cascadeskiapartments.com.

2. Guest Cancellations

If you need to cancel your booking, refund eligibility is determined by the number of days between the date and time we receive your written cancellation request and your scheduled check-in date. The following schedule applies:

Cancellation timing	Refund on accommodation	Refund on cleaning fee
14 or more days before check-in	Full refund minus $30 processing fee	Full refund
7 to 13 days before check-in	50% of accommodation component	Full refund
Less than 7 days before check-in	No refund	No refund
No-show (failure to arrive)	No refund	No refund

14 or more days before check-in: If we receive your written cancellation at least 14 full days before your scheduled check-in, you are entitled to a full refund of the amount paid, minus a $30 processing fee. This fee covers our administrative costs and the transaction fees associated with processing your payment and refund. The cleaning fee is refunded in full.

7 to 13 days before check-in: If we receive your written cancellation between 7 and 13 full days before check-in, you are entitled to a 50% refund of the accommodation component of your booking (i.e. the nightly rate, including any school holiday premium). The cleaning fee is refunded in full. This partial refund reflects the difficulty of re-booking the property at short notice during the limited ski season.

Less than 7 days before check-in: Cancellations received fewer than 7 full days before check-in are not eligible for any refund. The full amount paid — including accommodation and cleaning fee — is forfeited. This policy applies regardless of the reason for cancellation. We strongly recommend travel insurance to protect against unexpected circumstances in this window.

No-show: If you fail to arrive on your check-in date without having submitted a cancellation request in writing, your booking is treated as a no-show. No refund is applicable and the full amount is forfeited. We are not obligated to hold the property beyond the end of the booking period.

3. How to Cancel

To cancel a confirmed booking, please follow these steps:

• Send a written cancellation request by email to hello@cascadeskiapartments.com.
• Include your full name, your booking reference number (found on your booking confirmation email), and your check-in date.
• State clearly that you wish to cancel your booking.

Verbal cancellations by phone are not accepted. The cancellation timing is determined by the date and time your written email is received in our inbox — not by when you made the decision to cancel or when you sent a text message. We strongly recommend sending your email as soon as you know you need to cancel, to maximise any refund entitlement.

We will acknowledge receipt of your cancellation request by return email within 2 business days and confirm your refund entitlement. Please keep a copy of your cancellation email for your records.

4. Refund Processing

Where a refund is applicable under this policy, it will be processed as follows:

• Refunds are issued to the original payment method used when the booking was made. We are unable to redirect refunds to a different card or bank account.
• Refunds are processed through Stripe, our payment provider. Once we initiate the refund, it typically takes 5 to 10 business days to appear on your card statement or in your bank account, depending on your card issuer or bank's processing times. Some banks may take longer during public holidays or peak periods.
• The $30 processing fee (applicable to cancellations 14+ days before check-in) is deducted from the refund amount — you do not need to pay this separately.
• Where only a partial refund applies (7–13 days), only the refundable portion plus the cleaning fee will be returned. The non-refundable portion of the accommodation cost is forfeited.

If you do not see your refund within 10 business days of receiving our cancellation confirmation email, please check with your bank before contacting us. If the issue persists after 10 business days, contact us at hello@cascadeskiapartments.com and we will investigate with Stripe.

5. Date Changes & Modifications

We understand that plans sometimes change. If you would like to change the dates of your existing booking rather than cancel entirely, we will do our best to accommodate your request where availability permits. The following conditions apply:

• All date change requests must be submitted in writing to hello@cascadeskiapartments.com with your booking reference and the new dates you are requesting.
• Date changes are subject to availability at the time of your request. We are not able to hold alternative dates while you consider your options.
• If the new dates attract a higher rate (for example, due to a school holiday premium or higher nightly rate), the rate difference will be charged at the time the change is confirmed.
• If the new dates attract a lower rate, a credit or partial refund of the rate difference may be applied at our discretion, subject to the cancellation policy timeframes for the original booking dates.
• Date change requests must be received at least 14 days before your original check-in date. Requests received within 14 days of check-in may be treated as a cancellation of the original booking (with the applicable cancellation terms applying) and a new booking made at the then-current rate, subject to our agreement and availability.

We are not able to guarantee that alternative dates will be available, particularly during peak school holiday periods. We recommend requesting date changes as early as possible if you anticipate needing one.

6. Host Cancellation

We take our booking commitments very seriously. In the rare event that we must cancel a confirmed booking due to circumstances on our side — such as significant property damage, urgent maintenance that makes the property unsafe or uninhabitable, or other serious unforeseen circumstances — the following will apply:

• We will notify you as soon as possible by phone and email.
• You will receive a full refund of the entire amount paid, processed to your original payment method within 5 business days of our cancellation notice.
• We will make reasonable efforts to assist you in identifying alternative accommodation at Mt Baw Baw for the same dates, though we cannot guarantee availability and are not liable for any additional costs you may incur in sourcing alternative accommodation.

Host cancellations of this nature are extremely rare. If you receive a cancellation notice from us and are uncertain of its authenticity, please call us directly on +61 3 5165 1200 to verify before taking any action.

7. Weather & Alpine Conditions

Mt Baw Baw is an alpine resort environment and, as such, weather and snow conditions are inherently variable and unpredictable. It is important for guests to understand how alpine conditions interact with our cancellation policy:

General weather and snow conditions: Low snowfall, poor visibility, freezing temperatures, or disappointing snow quality are inherent features of an alpine ski holiday and are not grounds for a refund under this policy. These conditions are part of the mountain experience, and we are unable to offer refunds based on guest dissatisfaction with natural conditions.

Road closures to Carpark 1: Temporary closures or delays on the Alpine Road due to snow, ice or safety conditions are common during ski season. These closures do not automatically entitle guests to a refund. If the road reopens within your booking period and access becomes possible, your booking remains in effect.

Oversnow transport disruption: Short-term disruptions to oversnow transport services operating from Carpark 1 are managed by Mt Baw Baw Alpine Resort and are outside our control. These disruptions do not automatically trigger a refund entitlement.

Full resort closure: In the event that Mt Baw Baw Alpine Resort is required to close entirely and indefinitely due to a government order, declared natural disaster, or other extraordinary event that renders the property completely inaccessible for the entire duration of your booking, we will consider refund requests on a case-by-case basis and handle these in accordance with Section 12 (Force Majeure) of our Terms of Service.

8. Travel Insurance

We strongly recommend that all guests purchase comprehensive travel insurance before confirming their booking. A good ski or alpine travel insurance policy can cover you for circumstances that fall outside our refund policy, including:

• Unexpected illness or injury requiring cancellation before or during your stay
• Family emergency or bereavement requiring you to cancel or cut short your trip
• Transport delays or disruptions preventing you from reaching the resort
• Ski lift closure or insufficient snow leading to curtailment of your trip
• Personal accident or injury on the mountain or at the property
• Loss or theft of ski equipment, luggage, or personal valuables
• Emergency mountain rescue or medical evacuation costs

A number of Australian insurers offer specialised ski and alpine travel insurance policies. We do not endorse any particular insurer, but we encourage you to compare policies carefully and ensure the policy you choose covers your specific dates, activities and group size. Pay particular attention to cover for pre-existing medical conditions and resort closure events.

Purchasing travel insurance is your responsibility. We are not liable for any loss or additional costs you incur that could have been mitigated by appropriate insurance coverage. The best time to purchase travel insurance is at the time of booking — before any cancellation or disruption event occurs — as many policies only cover events that arise after the insurance is purchased.

9. Contact

To submit a cancellation request, discuss a date change, or ask any questions about this policy, please contact us:

• Email (preferred for all cancellation requests): hello@cascadeskiapartments.com
• Phone: +61 3 5165 1200
• Website: www.cascadeskiapartments.com
• Property address: Baw Baw Village, Mt Baw Baw, VIC 3833, Australia

We aim to respond to all written enquiries within 2 business days. During peak season (June–August), response times may be slightly longer. For urgent matters, please call us directly.

If you have a dispute about a refund decision, please contact us in the first instance and we will work with you to reach a fair resolution. If the matter cannot be resolved directly, you may refer it to Consumer Affairs Victoria or seek advice from the Victorian Civil and Administrative Tribunal (VCAT).