Cancellation policy
Our cancellation policy mirrors the Department of Conservation's policy for huts and backcountry campsites, the same rules you accept when booking a Great Walk or a DOC hut. Familiar, fair, and predictable.
Free cancellation window
You can cancel for free within 48 hours of booking, as long as your stay is more than 2 days away.
What happens when you cancel After the free window
Once the 48-hour window closes, or if you booked within 2 days of your stay a tiered cancellation fee applies based on how close to your arrival date you cancel:
If you cancel 15 or more days before your arrival date, we retain a 10% cancellation fee and refund you the remaining 90%.
Cancellations made between 4 and 14 days before arrival we retain 20% cancellation fee, and refund you the remaining 80%.
Inside the final week, 1 to 3 days before arrival, we retain 30% cancellation fee and efund you the remaining 70%.
Cancellations made on the day of arrival or after, including no-shows, are non-refundable. We retain the full amount.
No-shows
If you don't turn up and we don't hear from you, your booking is treated as a same-day cancellation — no refund. If you're going to be late or your plans have changed, please let us know.
Medical exemption
If you can't travel for genuine medical reasons, send us a copy of a medical certificate dated within 7 days of the cancellation. We'll refund you in full. The exemption covers the named person on the certificate plus one support person.
When we close a hut
If we close a hut for weather, rāhui, maintenance, or any other reason on our end, you get a full refund or a transfer to another date no fee. We'll get in touch directly when this happens.
How to cancel
Cancel any time from your booking portal. The refund (less the applicable fee) goes back to the card you booked with and usually appears within 5 working days.
Refund snapshot
The fee is calculated at the moment you hit cancel, against the schedule in force at that time. We snapshot it onto your booking record so the audit trail is always clear even if we adjust the schedule later.