Scope of this policy
This Refund Policy explains when Kenarim will refund amounts paid for room bookings, event venue hire, packages and gift vouchers. It should be read together with our Terms & Conditions, which form part of your contract with us.
Where a booking has been made through a travel agent or third-party platform, the refund must usually be requested through that channel, as we may not hold your payment directly.
Room booking cancellations
The amount refunded depends on how far in advance you cancel before your scheduled arrival date.
- Cancellations more than fourteen days before arrival: full refund of all amounts paid
- Cancellations between fourteen and seven days before arrival: full refund of the deposit, less an administration fee of A$75
- Cancellations between seven days and forty-eight hours before arrival: deposit converted to a credit valid for twelve months
- Cancellations within forty-eight hours of arrival or no-shows: no refund, full charge applies
Where you booked a non-refundable rate, that rate is charged in full at the time of booking and cannot be refunded or credited, except where required by Australian consumer law.
Event and boardroom hire
Event bookings follow a different schedule because of the planning and setup work involved before your event.
- Cancellations more than twenty-one days before the event: full refund, including any deposit
- Cancellations between twenty-one and seven days before the event: 70% refund, with 30% retained to cover committed third-party costs
- Cancellations inside seven days: no refund, as staffing, catering and rented equipment have already been committed
If you reschedule rather than cancel, we will move your deposit to the new date at no charge, provided the new date is within six months.
Gift vouchers
Gift vouchers purchased from Kenarim are valid for three years from the issue date. They can be redeemed against room bookings, dining or spa treatments. Vouchers are non-refundable once issued, except as required by law.
Where a voucher is used for a booking that is later cancelled, the refund will be issued back to the voucher rather than in cash, and the voucher's original expiry date continues to apply.
How refunds are processed
Approved refunds are processed to the original payment method within ten business days of our written confirmation. Bank processing times may add a few extra days depending on your financial institution.
For payments made by bank transfer, please provide current account details when requesting the refund so we can process it without delay.
Australian consumer guarantees
Nothing in this policy overrides your rights under the Australian Consumer Law. If a service was not delivered with due care and skill, or was not fit for the purpose you made known to us, you may be entitled to a remedy that this policy does not limit.
To request a refund or discuss your options, contact our reservations team using the details published on our contact page.