Refund & Cancellation Policy
When you can cancel, when you get money back, and how long it takes — in plain terms.
Last updated: 12 August 2026
Refunds in Brief
48-Hour Window
Standard room rates cancel free up to 48 hours before check-in. After that, the first night applies.
Packages & Events
Deposits are refundable or transferable up to 14 days out — confirmed in writing at booking.
Payout Speed
Approved refunds land within 5–10 business days, back to the original payment method.
Room Bookings
Standard flexible rates: free cancellation up to 48 hours before your 2 pm check-in. Inside 48 hours, the first night is charged. No-shows are charged the first night plus one.
Advance-purchase and promotional rates are non-refundable as advertised — but if your plans shift, we'll try to move the dates rather than keep your money. It works more often than you'd think.
Packages, Events & Spa
Package bookings (High Roller, Weekend Escape, retreats): refundable or transferable up to 14 days before arrival. Spa treatments: free rescheduling up to 24 hours before your slot.
Event and wedding deposits follow the contract schedule agreed at booking — every step is in writing, so there are no surprises.
Casino Credit & Gaming
Complimentary casino credit in packages isn't cash-convertible — that's standard and it's a licensing rule, not our choice. Unused credit stays valid for 12 months on your guest card.
Self-exclusion or Responsible Gaming refunds are handled case-by-case with the gaming manager — talk to us directly.
How to Request a Refund
Call reception on +61 7 3162 7553 or email havenvilla@gmail.com with your booking reference. We approve or explain within 3 business days; approved refunds return to the original payment method within 5–10 business days.
Disputed a charge? Same email — include the date and amount and we'll trace it. Related reading: Terms & Conditions and Privacy Policy.
Refund Questions
What guests ask when plans change.
Plans Changed?
Talk to us before you cancel — rebooking is often the better outcome for everyone.
- havenvilla@gmail.com
- +61 7 3162 7553
- 40 Fox St, Albion QLD 4010