Cancellation & Refund Policy

1. Accommodation

Flexible rates cancel free of charge until 48 hours before 15:00 on the arrival date. Cancellations inside 48 hours incur the first night's charge; no-shows incur the full first night plus a release of the remaining nights.

Advance-purchase rates are non-refundable but may be date-changed once, to dates within six months, at no charge. Packages follow the flexible schedule unless marked otherwise at booking. Long-stay residence terms are set in the individual agreement.

2. Dining & Spa

Chef's counter and private dining reservations cancel free until 48 hours before seating; inside that window a $50 per-person fee applies, waived where the seats resell. Spa treatments cancel free until 24 hours before the appointment; inside 24 hours a 50% fee applies. Day circuit access is fully refundable before the booked date.

3. Experiences & Transfers

Excursions and winery days cancel free until 48 hours ahead; the helicopter leg is weather-dependent and is fully refunded or rescheduled if the operator cancels. Transfers cancel free until 12 hours ahead; flight-delay rescheduling is always free. Salon access add-ons follow the accommodation schedule they attach to.

4. Events & Weddings

Event and wedding deposits follow the staged schedule in each agreement — typically: full refund of deposit within 14 days of signing, then declining percentages at 6 months, 3 months and 30 days out. Force majeure rescheduling is offered before cancellation terms apply.

5. How Refunds Are Paid

Approved refunds return to the original payment method within 5–10 business days; banks control the final posting time. Refund confirmations are issued by email. Disputes are resolved by the reservations manager within five business days — escalate to [email protected] marked "Refund Dispute".