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Help & Support > Policies > Cancellation Policy including Covid-19 Cancellations

Cancellation Policy including Covid-19 Cancellations

STANDARD CANCELLATIONS

There are four standard policies that we enforce to protect both landowners and guests

A landowner's cancellation policy can be found on their listing page and in the Guest Dashboard once a booking has been made. By making a booking guests have agreed to accept the landowners cancellation policy.


  • Flexible - If you cancel at least 24 hours before your check in day and time, you'll receive a full refund (minus NZD $10.00 Stripe fee). If you cancel less than 24 hours before check in, there will be no refund.

  • Moderate - If you cancel at least 3 days before your check in day and time, you'll receive a full refund (minus NZD $10.00 Stripe fee). If you cancel less than 3 days before check in, there will be no refund.

  • Strict - If you cancel at least 7 days before your check in day and time, you'll receive a full refund (minus NZD $10.00 Stripe fee). If you cancel less than 7 days before check in, there will be no refund.

  • Very Strict - If you cancel at least 14 days before your check in day and time, you'll receive a full refund (minus NZD $10.00 Stripe fee). If you cancel less than 14 days before check in, there will be no refund.

The cancellation policy corresponds to the check-in date for your booking. You will get a full refund (minus the NZD$10.00 Stripe fee) if you cancel before midnight 00:00 the number of days before the check in date as specified by the cancellation policy selected.

Cancellations can be made by contacting [email protected] with your Booking Reference.

COVID-19 CANCELLATIONS

Below we outline the additional cancellation policies that currently apply due to Covid19.

All of our properties are open, taking bookings, and will be operating safely under the new Covid Protection Framework (aka traffic light system) of red, orange and green settings which commences on Friday 3rd December 2021.

Covid is becoming more widespread in our communities which means the way we travel has changed. Additional health & safety measures and compliance now impact how our landowners are able to operate and this may affect bookings.

Prior to making a booking, we recommend reading our covid cancellation information in case of self-isolation requirements OR a regional lockdown where you are unable to travel OR a regional lockdown in the destination you a meant to be travelling to. In these cases, the following would apply:

  • If a regional or localised lockdown occurs with boundary restrictions which prevents movement in and out of a destination preventing you from travelling, you must advise us via email within 24 hours of the lockdown announcement by emailing [email protected] with your booking reference. We will provide you with the option of moving your booking to a later date within 12 months of the original booking. Failure to advise us within 24 hours will result in the standard cancellation policy for each property being applied.
  • If a regional or localised lockdown occurs with boundary restrictions which prevents movement in and out of a destination preventing the property being unable to host you, you will be entitled to a full refund (minus the NZD$10.00 Stripe fee) or we will make every effort to move your booking to new dates.
  • If you are required to self-isolate, are awaiting Covid19 test results, or have tested positive within 14 days prior to your stay, you must advise us of this as soon as possible by emailing [email protected] with your booking reference. We will provide you with the option of moving your booking to a later date within 12 months of the original booking. You will be required to provide evidence of a covid test (negative) should you wish to retain the booking on the existing dates. Failure to provide evidence of a covid test result will mean standard cancellation policies apply.

    Cancellations can be made by contacting [email protected] with your Booking Reference

Published on 29 Nov 2021 by Dev LuminateOne