Cancellation Policy
At Serendipity Mount Marsden, we understand that plans can change. This Cancellation policy is designed to be fair to both our guests and our business, as the cabin is a unique rural and regional accommodation offering, and cancelled dates may be difficult to rebook at short notice.
This policy applies to direct online bookings made with Serendipity Mount Marsden and, where relevant, operates alongside the cancellation terms of any third-party booking platform used by the guest (where applicable).
1. Online Bookings and Payments
All reservations are secured and paid in full at the time of booking through our online booking system, unless otherwise agreed in writing by Serendipity Mount Marsden.
By completing an online booking, guests agree to this cancellation policy, any cancellation terms displayed at the time of booking, and any applicable booking platform terms.
2. Cancellation Requests
All cancellation or change requests must be made in writing.
Cancellation and refund rights are determined by:
a. this Cancellation Policy;
b. the Terms & Conditions accepted at the time of booking;
c. the cancellation policy displayed at the time of online booking;
d. the terms of the relevant booking platform, where applicable;Â
e. any rights available under Australian Consumer Law.
3. Cancellation Terms
3.1 More than 14 days before arrival
Guests who cancel more than 14 days before their scheduled arrival date may receive a full refund of the accommodation tariff paid, less any non-refundable booking fees, card fees, payment processing fees, platform fees, third-party transaction charges, or reasonable administration costs where permitted by law.
3.2 Between 7 and 14 days before arrival
Guests who cancel between 7 and 14 days before their scheduled arrival date will forfeit 50% of the total booking amount.
Any refund payable will be calculated after deducting any non-refundable booking fees, card fees, payment processing fees, platform fees, third-party transaction charges, or reasonable administration costs where permitted by law.
3.3 Within 7 days before arrival
Cancellations made within 7 days of the scheduled arrival date are non-refundable, unless required by law or otherwise approved in writing by Serendipity Mount Marsden.
4. Booking Date Changes
All requests to change booking dates are subject to availability and must be approved in writing by Serendipity Mount Marsden.
A request to change dates is not confirmed until Serendipity Mount Marsden has provided written confirmation and any additional fees (where applicable) has been paid online.
Date change requests made 7 to 14 days or more before the scheduled arrival date may be considered without cancellation fees, subject to availability.Â
Date change requests made within 7 days of the scheduled arrival date may, at the discretion of Serendipity Mount Marsden, be treated as a cancellation and a new booking.
Only one date change may be permitted per booking unless otherwise approved in writing by Serendipity Mount Marsden.Â
Where a guest cancels during a non-refundable period, Serendipity Mount Marsden may choose to make the cancelled dates available for resale.
5. No-Shows and Early Departures
No refunds will be provided for:
- a. no-shows;
- b. early departures;
- c. unused nights;
- d. changes to personal circumstances;
No refund will be provided for a no-show unless required by law.
Early departure after check-in is non-refundable unless required by law or approved in writing by Serendipity Mount Marsden
6. Force Majeure
Neither party will be liable for any failure or delay in performing its obligations under this Agreement where that failure or delay is caused by a Force Majeure Event, provided that the affected party has taken reasonable steps to minimise the effect of the event and has notified the other party as soon as reasonably practicable.
For the purposes of this Agreement, a Force Majeure Event means any event or circumstance beyond the reasonable control of the affected party, including but not limited to:
a. natural disasters, severe weather events, floods, bushfires, storms, earthquakes or other acts of nature;

b. fire, explosion, power failure, water supply failure or damage to the Premises that makes the Premises unsafe, unavailable or unsuitable for occupation;

c. pandemic, epidemic, public health emergency, quarantine requirement or government-imposed travel restriction;

d. war, terrorism, civil unrest, riot, industrial action or public disorder;

e. any law, order, direction, restriction, prohibition or requirement of any government, council, court, emergency service or public authority;

f. closure of roads, transport disruption or other events that prevent safe or reasonable access to the Premises; or

g. any other event beyond the reasonable control of the affected party that prevents, substantially hinders or delays the performance of obligations under this Agreement.
If a Force Majeure Event prevents the Guest from accessing or occupying the Premises, or prevents the Host or Manager from making the Premises available for occupation, the affected obligations will be suspended for the duration of the Force Majeure Event.
Where the Force Majeure Event continues for more than 48 hours, or where it makes the booking impracticable or impossible to proceed, either party may cancel the booking by written notice.
If the booking is cancelled due to a Force Majeure Event:
a. the Guest will be entitled to a refund of any accommodation fees paid for the period during which the Premises cannot reasonably be occupied, less any non-recoverable third-party costs already incurred by the Host or Manager;
b. neither party will be liable to the other for any indirect, consequential or additional loss, including travel costs, alternative accommodation, loss of enjoyment or lost opportunity; and

c. any refund, credit or rescheduling arrangement will be dealt with in accordance with this Agreement, applicable law and any mandatory consumer guarantees.
7. Non-Refundable Fees and Charges
Booking fees, card fees, payment processing fees, platform fees, third-party transaction charges, and reasonable administration costs may be non-refundable where permitted by law.
Where a guest books through a third-party platform, refunds may also be subject to that platform’s terms, conditions, fees, processing time frames, and cancellation rules (where applicable).
8. Refund Processing
Where a refund is applicable under this policy, it will be processed to the original payment method used for the booking.
Please allow up to 10 business days for the refund to appear, depending on the guest’s financial institution, payment provider, or booking platform.
Serendipity Mount Marsden is not responsible for delays caused by banks, card providers, payment processors, or third-party booking platforms (where applicable).
9. Australian Consumer Law
Nothing in this cancellation policy is intended to exclude, restrict, or modify any rights or remedies available to guests under Australian Consumer Law.
If the accommodation does not meet applicable consumer guarantees, guests may have rights under Australian Consumer Law, including rights relating to cancellation, refunds, remedies, or compensation depending on the circumstances.
10. Contact for Cancellation Requests
All cancellation and change requests must be made in writing to:
Serendipity Mount Marsden
Email: enquiries@serendipitymountmarsden.com.au
The date and time Serendipity Mount Marsden receives the written cancellation request will be used to determine the applicable cancellation terms.
Guests should include:
a. full name;
b. booking reference number;
c. accommodation booked;
d. check-in and check-out dates;
e. reason for cancellation; and
f. the email address used to make the booking.
Serendipity Mount Marsden will respond to the cancellation request in writing.
11. Agreement to This Policy
By making an online booking with Serendipity Mount Marsden, the guest confirms that they have read, understood and agreed to this Cancellation Policy, together with any other booking terms and conditions displayed or provided at the time of booking.