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.
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%.
If you cancel 4 to 14 days before arrival, we retain a 20% cancellation fee and refund you the remaining 80%.
If you cancel 1 to 3 days before arrival, we retain a 30% cancellation fee and refund 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 data, no fee. We'll get in touch directly when this happens.
How to cancel
You can cancel online from your booking in the member portal, up to and including your arrival day. The refund (less the applicable fee) goes back to the card you booked with and usually appears within 5 working days. If the club booked your stay for you, you paid another way than by card, or you've already had a refund, email the hut bookings officer instead.
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.