Refund Policy

General Refund Principles

Casinovistaguidede Pty Ltd is committed to fair and transparent refund practices, consistent with Australian Consumer Law (ACL) and our obligations under the Competition and Consumer Act 2010 (Cth). Nothing in this policy excludes, restricts, or modifies any consumer guarantee or right that cannot be excluded under the ACL.

Refunds are processed to the original payment method within 5–10 business days of approval. Bank processing times may vary. We do not offer cash refunds for credit card transactions. Refund requests must be submitted in writing to casino-vista-guidede@gmail.com.

Where a service fails to meet consumer guarantees under the ACL — including where our services are not rendered with due care and skill, are not fit for the stated purpose, or do not match our descriptions — you are entitled to a remedy regardless of our standard cancellation policy.

Accommodation Refunds

The following cancellation and refund terms apply to room and suite reservations:

• More than 48 hours before check-in: Full refund of all amounts paid
• 24–48 hours before check-in: 50% refund of the total booking value
• Less than 24 hours before check-in or no-show: No refund, full booking amount charged
• Early departure: No refund for unused nights unless due to a verifiable emergency (e.g., documented medical emergency). Contact the front desk immediately.

Bookings made through third-party platforms (e.g., Booking.com, Expedia) are subject to the cancellation terms of the relevant platform. Direct bookings with Casinovistaguidede receive preferential cancellation terms.

Spa, Dining & Activity Refunds

The following refund terms apply to spa treatments, restaurant reservations, and activity bookings:

• Spa treatments: Full refund if cancelled 24+ hours in advance; 50% refund within 24 hours; no refund for no-shows
• Restaurant reservations: No charge for cancellations; a no-show fee of A$25 per person applies to reservations of 6+ guests
• Casino gaming credits: Non-refundable. Credits may be used at any time but have no cash value
• VIP membership fees: Non-refundable after the 14-day cooling-off period from the date of purchase, except where required by law

In exceptional circumstances — such as serious illness with medical documentation — we will consider requests for refund waivers outside standard policy on a case-by-case basis.

Event & Package Refunds

Refund terms for event bookings and pre-purchased packages are as follows:

Signature Indulgence and Elite Platinum packages: 100% refund if cancelled 7+ days before commencement; 50% refund within 7 days; no refund within 48 hours. Event bookings are governed by the specific event contract. Typically: 100% refund more than 60 days before event; 50% within 30–60 days; 25% within 14–30 days; no refund within 14 days.

Refund Process & Contact

To request a refund, email casino-vista-guidede@gmail.com with your booking reference number, the service you are requesting a refund for, and the reason for cancellation. Our team will acknowledge your request within 24 hours.

Refunds are reviewed and approved within 2 business days. Once approved, refunds are processed to your original payment method within 5–10 business days. For urgent requests or to discuss your specific situation, contact our front desk or reservations team directly.

If you believe you are entitled to a refund that falls outside our standard policy due to an exceptional circumstance, please provide all relevant documentation with your request and our Guest Relations Manager will review your case personally.