Refund & Cancellation Policy
Clear, published rules for cancellations and refunds across accommodation, dining, events and services — no fine-print surprises.
Different services carry different commitments — a suite night is not a wedding ballroom. This page sets out the standard rules; your written confirmation always shows the specific terms that apply to your booking.
Accommodation
Standard flexible rates: free cancellation until 4 pm local time the day before arrival; inside that window, the first night is charged. Prepaid/advance-purchase rates are non-refundable and shown clearly as such at booking. No-shows are charged the first night; the remainder of the booking is released.
Packages and promotions
Bundled offers (stay-and-dine, spa packages, seasonal promotions) follow the cancellation terms stated in the offer. Components are not separable — cancelling part of a package cancels the package rate.
Dining and experiences
Restaurant reservations: no charge for cancellation up to 4 hours ahead. Chef's table, private dining, salon evenings and masterclasses: 48 hours' notice for full refund; inside 48 hours, 50% of the quoted price is retained; inside 24 hours, the full amount applies, as the resource cannot be resold.
Events and weddings
Event deposits are refundable on a sliding scale stated in your contract — typically: full refund minus a small administration fee up to 90 days out; 50% at 30–90 days; non-refundable inside 30 days. Postponements transfer the deposit once, subject to availability.
Spa and wellness
Treatments cancelled more than 24 hours ahead are fully refunded; inside 24 hours a 50% fee applies; inside 4 hours or no-show, the full price. We will always try to reschedule first — ask us.
How refunds are processed
Approved refunds return to the original payment method within 5–10 business days depending on your bank. Prepaid third-party components (tickets, external tours) follow the supplier's refund rules and may take longer.
Service disruption
If we cannot deliver a booked service — a room becomes unavailable, an event is cancelled by us — you receive a full refund of affected components or a like-for-like alternative at your choice. Force-majeure events are handled case by case with the same fairness standard.
Requesting a refund
Write to [email protected] with your booking reference, or call +61 8 8238 2400. Requests are acknowledged within one business day and resolved inside five. If you disagree with the outcome, the Australian Consumer Law gives you additional rights that this policy does not limit.
Apex Stay Hospitality Pty Ltd
North Terrace, Adelaide SA 5000, Australia · [email protected] · +61 8 8238 2400 · Reservations desk 8:00–20:00 ACDT
Questions about a booking?
Reach the reservations desk — refunds and date changes are handled by a human, not a queue.