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Cancellation Policy

Last Updated 18 October 2021

The Australian Consumer Law and your rights

The Australian Consumer Law provides consumers certain rights when they buy goods or services which are called “Consumer Guarantees”. Examples include that goods are to be of acceptable quality and that services will be carried out with due care and skill.

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with any services we provide, you are entitled:
(a) to cancel your service contract with us; and
(b) to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or services.

This Policy is not intended to be an exhaustive statement of your rights under the Australian Consumer Law. The rights described in this Cancellation Policy are in addition to any rights you may have under the Australian Consumer Law. This Cancellation Policy does not exclude, restrict or limit your rights including under the Australian Consumer law that we cannot exclude, restrict or limit.

Products and Services covered by this Policy

Issued by Kosciuszko Thredbo Pty Ltd (‘KT’) as operator of the Thredbo Alpine Resort (‘Resort’), and Thredbo Resort Centre Pty Ltd (‘TRC’) as manager of relevant accommodation at the Resort (KT and/or TRC are referred to throughout as “us”, “we’ and “our”, as applicable)

  1. This Cancellation Policy:
    (a) applies to all bookings, reservations, and purchases for:
    (i) season passes, and resort date-based products or services including equipment rental, lift passes, group lessons, full day programs and tours from KT (Resort Products/Services); and
    (ii) accommodation products and services managed by TRC (Accommodation).
    This includes all bookings, reservations and purchases for Resort Products/Services or Accommodation:
    (iii) 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);
    (iv) made via: thredbo.com.au; by phone; and in person (excluding bookings made through any third parties).
    (b) is subject to, and incorporates by this reference, the relevant Terms and Conditions of Use that apply to the relevant Resort Products/Services and/or Accommodation 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 and Accommodation, as set out below.
  4. Please note that if you purchase Accommodation from any third parties, they may have their own separate terms and conditions or policies relating to cancellation, refunds and credits, which those bookings will be subject to. In those circumstances, our Cancellation Policy below will not apply. This does not affect any rights you may have under the Australian Consumer Law.

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

  1. 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.
  2. 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):
    (a) for Resort Products/Services:
    (i) for injury or medical circumstances, relocation, or work or education related reasons – see clauses 7 to 13 below; or
    (ii) in accordance with the COVID-19 Safety Policy – see clauses 15 to 18 below;
    (b) for Accommodation, in accordance with the accommodation cancellation policy below (including the COVID-19 Safety Policy as relates to Accommodation) – see clauses 19 to 25 below.

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

  1. 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 8 to 14 below:
    (a) injury or medical circumstances;
    (b) relocation; or
    (c) work or education related reasons,
    of the purchaser, Pass Holder or any of their relevant dependents.
  2. 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:
    (a) 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 7 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.
    (b) The email must include the relevant reason for cancellation and attach verifiable proof, including the following supporting documentation:
    (i) if the reason is injury or medical circumstances: a medical certificate from an independent licensed medical practitioner 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;
    (ii) if the reason is relocation: documents evidencing that you will or have moved to a new address before or at the time the Resort Products/Services were to be used – for example a proof of new address, including tenancy agreements or a utility bill;
    (iii) 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.
    (c) 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.
  3. 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.
  4. Your cancellation will only take effect once we have confirmed in writing that it has been accepted.
  5. 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 10% of the value of each of the relevant Resort Products/Services cancelled (including GST). The cancellation processing fee is inclusive of any applicable credit card surcharges. Declined applications will not be charged a cancellation processing fee.
  6. 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.
  7. Any Resort Products/Services covered by with the cancellation will be deactivated and cannot be reactivated for the relevant date once a cancellation has been processed.
  8. We are not liable for any delays in processing your refund that are outside our control (for example, bank processing delays).

Resort Products/Services: COVID-19 Safety Policy

  1. This section of the Cancellation Policy is subject to, and incorporates by this reference, the COVID-19 Safety Policy. A copy of the COVID-19 Safety Policy is accessible here: https://www.thredbo.com.au/about-thredbo/covid-19-update/

If the COVID-19 related event (for example, single day closure or COVID-19 illness) occurs on a day you were booked to use Resort Products/Services:

  1. In the event the Resort must be closed in response to COVID-19 or by direction of a public health officer, law enforcement officer or other authority, or if you are unable to use your Resort Products/Services because you suffer an illness with symptoms that are consistent with a possible COVID-19 diagnosis and you contact us as set out in the COVID-19 Safety Policy, you will be entitled to a MyMoney Credit on the unused portion of your lift, lesson or rental product. The unused portion is calculated as on the date of closure or on the date you contact us to tell us you are unable to use your Resort Products/Services due to a COVID-19 illness, and you are entitled to a MyMoney credit (as applicable) of:
    (a) for Winter Season Lift Passes:
    (i) Unused: 100%
    (ii) 1 lift use: 75%
    (iii) 2 lift uses: 50%
    (iv) 3 lift uses: 25%
    (v) 4 lift uses and over: no credit
    (b) Scenic Chairlift Passes:
    (i) Unused: 100%
    (ii) 1 lift use and over: no credit
    (c) Mountain Bike Lift Passes:
    (i) Unused: 100%
    (ii) 1 lift use: 50%
    (iii) 2 lift uses and over: no credit
    (d) Lessons:
    (i) Unused: 100%
    (ii) 1 lesson used and over: no credit
    (e) Rental:
    (i) Unused: 100%
    (ii) Where lift pass is used: no credit
    (f) Season Pass: No credit issued.
  2. In the event of Resort closure, guests will be notified via SMS and email in relation to closure and the timeframe in which MyMoney Credits will be issued. Guests will be directed to return to their accommodation or car until the closure is lifted.

If the COVID-19 related event occurs: i) before you were booked to use a Resort Product/Service; or ii) if you have a Season Pass and the COVID-19 travel restriction period or Resort closure has been in place for over 30 consecutive days:

  1. In the event that you are unable to travel due to government mandated restrictions in your local government area or if you are interstate with cross border travel restrictions, you will be entitled to a monetary refund or MyMoney credit (as applicable) for the unused portion of your lift pass, lesson or rental product, as follows:
    (a) For lift, lesson or rental products: you may request a monetary refund back to the original form of payment. MyMoney credits will be returned as a MyMoney Credit to be used on future purchases.
    (b) For Thredbo Season Passes:
    (i) The following cancellation terms only come into effect after a travel restriction period or Resort closure of 30 or more consecutive days due to COVID-19.
    (ii) You are entitled to request a monetary refund back to the original form of payment. Refund amounts are calculated based on the number of days scanned (where 1 days’ use is equal to 1 scan) during the period of the Winter Season Pass or Summer Season Pass purchased, as follows:
    (A) Zero days scanned: 100%
    (B) 1 days scanned: 90%
    (C) 2 days scanned: 80%
    (D) 3 days scanned: 70%
    (E) 4 days scanned: 60%
    (F) 5 days scanned: 50%
    (G) 6 days scanned: 40%
    (H) 7 days scanned: 30%
    (I) 8 days scanned: 20%
    (J) 9 days scanned: 10%
    (K) 10 days scanned: no refund
    (iii) Thredbo Season Passes cannot be transferred to another season.
    (iv) Thredbo Season Passes that are cancelled under this COVID-19 Safety Policy cannot be reinstated.

Accommodation cancellation policy

  1. In addition to your rights under the Australian Consumer Law, the following specific terms also apply to the cancellation of bookings of Accommodation. Please note that if you purchase Accommodation from any third parties, they may have their own separate terms and conditions or policies relating to cancellation, refunds and credits, which may also apply (subject to your rights under the Australian Consumer Law). In these circumstances, our Cancellation Policy will not apply.
  2. For bookings made during the Winter Season, the following cancellation fees apply for bookings cancelled:
    (a) more than 60 days prior to arrival: 15% of the total cost of the booking;
    (b) between 30 to 60 days prior to arrival: 50% of the total cost of the booking;
    (c) less than 30 days prior to arrival: 100% of the total cost of the booking.
  3. For bookings made during the Summer Season, the following cancellation fees apply for bookings cancelled:
    (a) more than 14 days prior to arrival: 15% of the total cost of the booking;
    (b) less than 14 days prior to arrival: 100% of the total cost of the booking.
  4. For both Summer Season and Winter Season bookings:
    (a) where any special packages booked that were noted as “NON REFUNDABLE”, a 100% cancellation fee of the total cost of the booking applies;
    (b) deposits cannot be transferred between properties and will not be refunded or applied towards payments for any other properties;
    (c) when valid, refunds will only be made to the person who made payment on the booking. Refunds will not be given on no shows, or any portion of a package which is not used;
    (d) Failure to make final payment on the due date will also result in an automatic cancellation of the booking without notice and these cancellation conditions will also apply.

Accommodation: COVID-19 Safety Policy

  1. This section of the Cancellation Policy is subject to, and incorporates by this reference, the COVID-19 Safety Policy. A copy of the COVID-19 Safety Policy is accessible here: https://www.thredbo.com.au/about-thredbo/covid-19-update/
  2. In the event the Resort must be closed in response to COVID-19 or by direction of a public health officer, law enforcement officer or other authority, or if you are unable to utilise your Accommodation because you suffer an illness with symptoms that are consistent with a possible COVID-19 diagnosis and you contact us as set out in the COVID-19 Safety Policy, you will be entitled to request a monetary refund back to the original form of payment, provided the request is made before the start date of your accommodation. From the start date of your accommodation, you will not be entitled to a refund under the COVID-19 Safety Policy (for example, if you are 2 days into a 7 day booking).

Accommodation: process for cancellation

  1. Cancellation requests for Accommodation bookings must be made in writing and received by TRC via email to reservations@thredbo.com.au. If you are unable to send an email, please contact us in person or by phone on 1300 020 589 to discuss your options.

When you will not be entitled to a refund

  1. 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:
    (a) if you simply change your mind;
    (b) 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/or the Accommodation you have booked with us and the relevant product/service is cancelled as a result (for example, due to your unacceptable behaviour);
    (c) if you do not comply or breach the Thredbo Responsibility Code’s: Alpine, Hiking and Mountain Biking accessible here: https://www.thredbo.com.au/the-mountain/mountain-safety/
    (d) if you engage in or attempt to engage in any unlawful conduct;
    (e) 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 (subject to the COVID-19 Safety Policy and relevant cancellation terms set out above);
    (f) if you cannot use the Resort Products/Services and/or Accommodation due to elective or cosmetic surgery, or due to an Injury or Medical Circumstance arising from alcohol or drug abuse;
    (g) a lack of snow;
    (h) for passes, if any portion of a pass is unused.

General process for cancellation and refund requests

  1. 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.
  2. Our general process and contact details for cancellation, refunds or exchange requests is as follows:
    (a) For Resort Products/Services:
    (i) By email to: guestservices_thredbo@evt.com. Please note this
    (ii) If in person, the request must be made at a Thredbo Guest Services Office. Office hours are generally 8.00am to 5.00pm.
    (iii) By telephone (enquiries only) by calling 1300 020 589.
    (b) For Accommodation:
    (i) By email to: reservations_thredbo@evt.com
    (ii) By telephone (enquiries only) by calling 1300 020 589.
  3. 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, however all decisions made by us, to the extent permitted by 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.
  4. Once your request is received by us, verified and approved, we will advise you of the next steps and we also notify you of the outcome of your request and whether it is accepted.
  5. 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, the amount will be credited to your profile as a credit to your MyMoney card.
  6. 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.
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