Terms & Conditions

INTRODUCTION
These terms and conditions apply to all accommodation and Extras made available by Beckimon Pty Ltd as Trustee for Kangaroo Ridge Retreat (hereafter ‘Kangaroo Ridge Retreat ’) through the property Kangaroo Ridge Retreat. By making a booking for accommodation or Extras, guests warrant they have read these terms and conditions and agree to be bound by them subject to such changes as are notified to them. If the booking for accommodation and/or Extras is made through a third party, the terms and conditions of that third party also apply.

PAYMENT POLICY
All bookings are subject to a non-refundable 50% prepayment by credit card or Kangaroo Ridge Retreat Gift Voucher at the time of reservation. The balance of the booking will be charged within 7 days of a confirmed stay. Bookings made within 7 days of a stay will be charged 100% of the booking fee. A booking confirmation email must be obtained. If a booking confirmation email is not obtained, the booking is not confirmed.

CANCELLATION POLICY
Where a booking is cancelled before 5pm, 7 days prior to the arrival date, only the 50% deposit for that booking will be retained. If a cancellation confirmation email is not received, the booking remains in effect.

No refund will be granted where a booking is cancelled for a stay(s) between 23rd December and 2nd January inclusive; or for the part of the booking which falls between these dates. No refund will be granted in the event a guest does not arrive for their booking or cancels on the date of their booking and the credit card associated with that booking will also be charged for balance of the booking.

We encourage our guests to purchase travel insurance to cover any unforeseen circumstances.

There is a cooling off period of 28 days for wedding packages booked more than 12 months in advance. This cooling off period is only available to wedding packages offered and booked directly with Kangaroo Ridge Retreat staff or website. The cooling off period begins on receipt of the accommodation booking confirmation. In the event of a cancellation within the 28-day cooling off period, a full refund is offered minus a $20.00 administration fee. After the cooling off period, our standard cancellation policy applies.

In the event Kangaroo Ridge Retreat or a third-party operator cancel any Extras booked by guests, all monies paid for that Extras booking will be refunded in full within 14 days of the date of cancellation. The liability of Kangaroo Ridge Retreat arising from any cancellations of accommodation or Extras by Kangaroo Ridge Retreat or a third-party operator is limited to the amount paid for the cancelled booking.

COVID-19 PRECAUTIONS
Please refer here for further details regarding our COVID-19 cleaning practices. As part of our tourism industry obligations, Kangaroo Ridge Retreat asks all arriving guests three questions before they arrive. We ask on the date of arrival but prior to check-in:

  1. Whether any arriving guests are unwell;
  2. Whether either guest has travelled internationally or to a location deemed a red traffic light by the Victorian Government in the last 14 days;
  3. Whether either guest has been in contact with a person who has been diagnosed with COVID-19.

For bookings made on or after April 6, 2020, consider the risk of the coronavirus (COVID-19) and its associated Victorian Government measures on your travel plans as our standard cancellation policy applies.

LOCKDOWN DISRUPTIONS

If the Victorian Government were to enforce localised lockdowns and restrict non-essential travel in and out of the local areas, we will be proactive and will be in direct contact with our guests to discuss their options. We offer guests affected by local lockdowns with additional flexibility and will be actively helping to look for alternative dates for their stay. If we are unable to find a date in the near future, we will give credit for the amounts paid. This credit is valid for three years. In addition will will honour the room rates and packages originally booked with Kangaroo Ridge Retreat during the credit validity period. If a guest were to choose to cancel without a government directive, our normal cancellation policy applies.

CONTACT TRACING
As part of our obligations, we also collect the names and contact details of both guests staying in the cabin. We are using the Department of Health and Human Services QR Code. The following details will  be asked to be collected from your and your partner while you are staying with us.

  • (i)Full Name
  • (ii)Phone Number

ACCOMMODATION
All accommodation is subject to availability. Kangaroo Ridge Retreat will endeavour to provide the accommodation but reserves the right to refuse requests for bookings or actual bookings. Kangaroo Ridge Retreat generally requires a two night minimum stay.

Unless otherwise stated, there is a three night minimum stay:

  • Christmas/New Year holidays: 23rd Dec – 2nd Jan

Unless otherwise stated, there is a four night minimum stay:

  • Easter Holidays: Good Friday – Easter Monday

Rates are per cabin, per night based on two-person occupancy. Maximum occupancy per retreat is two adults.
Pets are not allowed.
Smoking is not allowed.

All persons staying in the cabin must be over 18 years of age.

CHILDREN
Children aged 17 and under (including infants) are not catered for and Kangaroo Ridge Retreat reserves the right and full discretion to not accept bookings for children within this age bracket. This is result of the risk of falls from a height, burns from the fireplace, licensing and occupancy restrictions.

PAYMENT POLICY
All bookings are subject to a non-refundable 50% prepayment by credit card at the time of reservation. The balance of the booking will be charged within 7 days of a confirmed stay. Bookings made within 7 days of a stay will be charged 100% of the booking fee. A booking confirmation email must be obtained. If a booking confirmation email is not obtained, the booking is not confirmed.

BOOKINGS
All bookings and Extras must be confirmed with a 50% deposit at the time of booking. A booking confirmation email must be obtained. If a booking confirmation email is not obtained, the booking is not confirmed. It is the responsibility of guests to review the booking confirmation email and promptly advise Kangaroo Ridge Retreat if there are any errors or misunderstandings. By providing credit card details, guests warrant they have the authority to use the credit card and they authorise Kangaroo Ridge Retreat to charge the cost of their booking(s) as well as charges associated with their stay to that credit card.

Where guests make bookings for Extras during their stay, the Extras price will be charged to their room for full payment through the guaranteed credit card.In the event Kangaroo Ridge Retreat or a third-party operator cancel an Extras booked by guests, all monies paid for that Extras booking will be refunded in full within 14 days of the date of cancellation. The liability of Kangaroo Ridge Retreat arising from any cancellations of accommodation or Extras by Kangaroo Ridge Retreat or a third-party operator is limited to the amount paid for the cancelled booking.

CHECK-IN ARRIVAL AND DEPARTURE DETAILS
Use of cabin facilities before or after check out is not permitted unless prior arrangements have been made with management and is subject to availability and extra fees. This includes parking. All guests will receive a personalised check-in email prior to arrival with check in details and directions to their cabin.

  • Check in time is 4pm.
  • Check out time is 11am.

LIQUOR LICENCE REQUIREMENTS
Kangaroo Ridge Retreat is a licensed venue (licence number: 36148416). Any guest or patron who does not adhere to the requirements of the Liquor Licence Act, as directed by staff, will be asked to leave the premises

EXTRAS
‘Extras’ includes any tours, pre-drink purchases, transport services and activities and experiences made available through Kangaroo Ridge Retreat , whether by Kangaroo Ridge Retreat or by a third-party operator. All Extras are subject to availability, minimum participation requirements & prevailing weather conditions at the time of operation. Kangaroo Ridge Retreat will endeavour to provide the Extras, or facilitate the third-party operator in providing the Extras, but reserves the right to refuse requests for bookings or actual bookings. Any Extras may be cancelled up to the time of departure if it is the opinion of the relevant third-party operator that the weather or any other conditions are such that it would be unsafe to conduct the Extra. A full refund of the value of the cancelled component of the Extra will be applicable in this event.

FOOD & BEVERAGE
Following a stock take of the in-room larder and honesty bars after guest check out, Kangaroo Ridge Retreat reserve the right to charge any items not paid for by the guest at the time of check out to the guaranteed credit card for that room.

GIFT VOUCHERS
Gift vouchers are valid for 3 years from date of purchase. All Gift Vouchers are redeemable based on current accommodation pricing until the expiration date. Any vouchers used outside of 12 months from the purchase date may incur additional charges due to price increases. Bookings must be confirmed within the validity period.Gift Vouchers are non-refundable, not transferable and cannot be exchanged for cash. Voucher reference number must be quoted on booking. Voucher is redeemable in one visit only. Please note, Kangaroo Ridge Retreat generally requires a minimum of two nights stay. For voucher package valid for specific day arrivals (such as Sunday to Thursday), additional charges are applicable for reservations arriving on Friday or Saturday.Gift Vouchers are currently only redeemable for accommodation and cabin extra purchases during your stay.

BUSHFIRE POLICY
If travelling to the Kangaroo Ridge Retreat during the bushfire season on days rated by the CFA as high or above high risk, please check current advice on the CFA website www.cfa.vic.gov.au before making your trip. Kangaroo Ridge is located in the CENTRAL DISTRICT. The location of Kangaroo Ridge Retreat has in the past been subject to bushfires. On days listed by the CFA as CODE RED we will attempt contact with you to discuss options. A bushfire within close vicinity (within 50km) of Kangaroo Ridge Retreat can prevent guests from reaching or leaving Kangaroo Ridge Retreat because it would be unsafe to do so. Due to this we recommend that all guests purchase appropriate travel insurance when visiting Kangaroo Ridge Retreat. By making a booking at Kangaroo Ridge Retreat you agree to the terms and conditions set out in the Kangaroo Ridge Retreat Bushfire Policy.The purpose of this policy is to ensure the safety of all guests at Kangaroo Ridge Retreat. If access to Kangaroo Ridge Retreat is officially cut off (as determined by CFA and Victoria Police) and is still cut off at 12pm on the day the you are due to arrive; your booking will be cancelled and you will receive a gift voucher for the full value of your cancelled booking.If roads are subject to closures in the area, but access is not officially cut off by CFA and Victoria Police at 12pm on the day of your arrival, you may proceed at your own risk and your booking will not be cancelled. No refund will be given if you choose to cancel your booking. Where a road is officially cut off (as determined by CFA and Victoria Police) but a reasonable alternative route is available; you may proceed at your own risk and your booking will not be cancelled. No refund will be given if you choose to cancel your booking. If access is cut off (as determined by CFA and Victoria Police) and you are prevented from leaving Kangaroo Ridge Retreat, you must pay for any additional accommodation at Kangaroo Ridge Retreat resulting from your prevented departure. Your safety is very important to us. Any changes to bookings or access routes resulting from a fire event will be attempted to be communicated to all guests with sufficient notice by the Kangaroo Ridge Retreat team via phone as a preference or any means practical after that.

DAMAGE POLICY
A credit card must be provided to Management upon confirmation of your Booking. Upon departure and the return of all keys, the cabins will be inspected. The guests will automatically be charged the total cost on the credit card on file, in the following circumstances:

  • Any item is stolen or removed from the premises;
  • There is any damage caused to Kangaroo Ridge Retreat property, by the guest or anyone invited onto the property by the guest. Examples include but are not limited to any breakage, damage or excess cleaning requirements.
  • The guest breaches any of the listed Terms and Conditions

Any damage loss or expense incurred by Management as a result of your breach of these Terms & Conditions will be charged against the credit card on file. If the payment is declined the guest will be contacted and must provide an alternative credit card number so that payment can be processed on day of departure or otherwise authorised by Kangaroo Ridge Retreat, if this is not provided, the matter will be referred to Police and charges will be laid.

eMOUTAIN BIKE HIRE
Hire charge includes, helmet, lock, spare tube, pump and tire levers. All/any loss or damage of bikes or equipment will be charged to the customers expense at nominal retail price.Kangaroo Ridge Retreat accepts no responsibility or liability for customers riding capability, injury or damage to 3rd party persons or property arising from the use of hire equipment.eMountain Bike Hire is operated through RideTime Yarra Valley and is subject to their Terms and Conditions of hire.RideTime Yarra Valley (RT) warrants the equipment supplied is done so in a serviceable condition and is fit for purpose.
The following terms and conditions apply to all equipment hired from RideTime Yarra Valley and the hire process.

  • The person/s making the booking accept that upon completion of booking they agree to the terms and conditions, outlined by RT, (stated below)
  • The person/s making the hire booking either individually or collectively are referred to as the Hirer.
  • The Hirer accepts responsibility for the equipment supplied by RT supplied for use by The Hirer and other users within the Hirer’s party.
  • The Hirer accepts that The Hirer and those in the Hirer’s party are competent and able to ride a two-wheeled bike.
  • The Hirer accepts that The Hirer and those in the Hirer’s party are competent and able to ride a bike with gears and front and rear lever brakes.
  • The Hirer accepts that The Hirer and those in the Hirers party are physically fit and able to complete the intended hire.
  • RT accepts no responsibility and implies no capability for The Hirer or the Hirer’s party being physically fit and competent to complete the intended hire.
  • The Hirer accepts responsibility for any loss or damage to the equipment and fittings hired to The Hirer or the Hirer’s party, save for regular wear and tear. This includes, but is not limited to: damaged tires, inner-tubes, wheels, grips, structural bike-frame damage and damage to components fitted to the equipment. The replacement costs will be charged to the credit card, the details of which are provided to RT as security for the initial equipment hire.
  • The Hirer accepts that a late return fee will be charged for equipment returned outside the normal operating hours of RT. The fee will be a minimum of $20.00 per bike or equal to the value of the lost hire opportunity of the equipment. This includes any part-day loss being charged as the loss of a full day. This fee will be charged to the credit card, the details of which are provided to RT as security for the initial equipment hire.
    A minimum collection fee of $15.00 applies to all bikes not returned to the RT office. The fee, if not paid at time of bike collection, will be charged to the credit card, the details of which are provided to RT as security for the initial equipment hire.
    The Hirer accepts that, should the hired equipment be returned in an unreasonably dirty state, save for normal dirt and grime, that a cleaning fee of $15 per hired item will apply. This fee will be charged to the credit card, the details of which are provided to RT as security for the initial equipment hire.
  • The Hirer accepts that any repair work or replacement of lost or damaged equipment will be charged to The Hirer’s expense. Such costs will be charged to the credit card, the details of which are provided to RT as security for the initial equipment hire.
    RT accept no responsibility for loss or damage to the hire equipment once The Hirer and the Hirer’s party leave RT premises.
    The Hirer accepts that any cancellation made within 48 hours of booking commencement will result in a forfeit of deposit paid. Any booking cancelled will incur a $20 cancellation fee.
  • RT accepts no responsibility for injury to The Hirer, the Hirer’s party or any other third-party person that is injured as a result of the use of the hire equipment.
  • RT accepts no responsibility for the failure of the Hirer or the Hirer’s party to complete the intended hire purpose.

PRIVACY
This Privacy Policy explains how Kangaroo Ridge Retreat will manage and protect your personal information, including information that Kangaroo Ridge Retreat collects during the course of providing a product or service to you and the information Kangaroo Ridge Retreat holds after your product or service is terminated (where we are required to hold this information or it is necessary for our purposes).This Privacy Policy contains information about how you can access the information Kangaroo Ridge Retreat holds about you, how you can ask Kangaroo Ridge Retreat to correct your information and how you can make a complaint if you have concerns about how Kangaroo Ridge Retreat has managed your information.

Kangaroo Ridge Retreat is bound by the Privacy Act and the 13 Australian Privacy Principles (APPs) set out in that Act. The APPs regulate the way that certain entities handle personal information. The Privacy Act does not apply to the handling of information that does not relate to individuals – for instance information about corporations.

COLLECTING YOUR PERSONAL INFORMATION
Your personal information is only collected with your consent. The type of personal information that we collect from you will depend upon what dealings you have with us.Kangaroo Ridge Retreat only obtains your personal information where required to provide accommodation, experiences or marketing and promotional activities. Such personal information may comprise one or more of the following: your name, address, contact details, date of birth, credit card details, government issue photo identification reference number, video footage (refer Video Surveillance), or information about your opinions and what you like.Kangaroo Ridge Retreat also collects your personal information if the law requires us to collect it.If Kangaroo Ridge Retreat does not collect your personal information, we may not be able to deal with you, or provide you with the requested product or experience.

COLLECTING INFORMATION FROM THIRD PARTIES
Kangaroo Ridge Retreat may also collect information about you that is publicly available, including information from telephone directories, the electoral roll or other web sites.There may be occasions when Kangaroo Ridge Retreat collects personal information about you from a third party. For example, Kangaroo Ridge Retreat may collect personal information from:

  • Credit reporting bodies if we request a report about your credit history;
  • Other credit providers if we request information from them about the products they provide you;
  • Organisations that Kangaroo Ridge Retreat has an arrangement with to jointly offer products and/or has an alliance with to share information for marketing purposes to provide you with products or services and/or to promote a product or service;
  • Marketing companies if we acquire contact information to tell people about Kangaroo Ridge Retreat’s products and services that may interest them; and/or
  • Other parties who may have introduced you to Kangaroo Ridge Retreat.

WEBSITE ACCESS
When you visit our web site, we may use an Internet browser feature called a “cookie”. A cookie is a small data file that may be placed on the computer of a web user (usually in the browser software folder) the first time a computer visits a web site which operates cookies. Cookies by themselves cannot be used to identify you personally. They only identify your computer when you visit our site. The information that we gain by using cookies provides us with statistics that can be used to analyse and improve our website, products and services. If you do not wish to receive any cookies you can set your browser to refuse cookies. However, this may mean you are not able to take full advantage of our internet services.

COLLECTING SENSITIVE INFORMATION
Sensitive information is personal information about a person’s racial or ethnic origin, political opinion, membership of a political association, religious beliefs or affiliations, philosophical beliefs, membership of a professional or trade association, membership of a trade union, sexual orientation or practices, criminal record, genetic information or health information.Kangaroo Ridge Retreat will not collect, use or disclose sensitive information about you unless we need the information for our purposes and we have your consent (or we are legally required to do so). For example, we may collect health information from you or your associate where we respond to a distress call or you request participation in certain tour activities.

VIDEO SURVEILLANCE
We are committed to providing a secure environment for all visitors to our properties. Our premises and their surroundings are under constant surveillance. Surveillance video is only retained for a period of one month except where its retention for a longer period is required to assist the investigation of unlawful, suspicious activities or defence of claims against Kangaroo Ridge Retreat.

COLLECTING INFORMATION REQUIRED BY LAW
Kangaroo Ridge Retreat may collect information from you because we are required or authorised by an Australian law or court or tribunal order to collect that information.

SECURITY OF PERSONAL INFORMATION
We will make all reasonable endeavours to protect your personal information securely against unauthorised use and access. Your personal information will be recorded, amended and used only by authorised persons who are required to keep your information confidential.

USE AND DISCLOSURE OF YOUR PERSONAL INFORMATION
Personal information is only used within Kangaroo Ridge Retreat in the provision of services for which it was obtained and may be used to provide customers, through direct marketing, with knowledge of other services and promotions conducted by Kangaroo Ridge Retreat. Your personal information is not sold or passed to third parties for their marketing purposes.Examples may include:

  • To consider your request for a product or service;
  • To enable Kangaroo Ridge Retreat to provide a product or service;
  • To tell you about other products and services that may be of interest to you;
  • To manage accounts and perform other administrative and operational tasks (including risk management, systems development and testing, credit scoring, staff training, collect debts, and market or customer satisfaction research);
  • To consider any concerns or complaints you raise against Kangaroo Ridge Retreat and/or to manage any legal action between you and Kangaroo Ridge Retreat;
  • To prevent or investigate any actual or suspected fraud, unlawful activity or misconduct; and/or
  • As required by relevant laws, regulations, codes of practice and external payment systems.

SHARING INFORMATION WITH OTHER ORGANISATIONS
In some circumstances, we may disclose your information to our contractors and service providers, but only to the extent necessary to operate our business or provide you with the products and/or services you have requested.While we will not use your information for any purpose without your consent, we reserve the right to use information in circumstances relating to the public interest. These circumstances may be related to:

  • A legal demand for the information from a law enforcement agency;
  • A public or individual health and safety issue; and/or
  • The protection of our rights and property, including the protection of the integrity of our operations.

DISCLOSING YOUR PERSONAL INFORMATION OVERSEAS
Kangaroo Ridge Retreat may need to disclose your information to organisations located overseas. From time to time we may choose to use online solutions located overseas to perform direct marketing, undertake surveys and store data. Also, we only disclose your information to these overseas organisations when it is necessary for the services they provide to Kangaroo Ridge Retreat. When we disclose your information overseas, we are required to take measures to ensure your information is treated in accordance with the standards that apply in Australia.

MARKETING AND PRIVACY
As part of Kangaroo Ridge Retreat’s service to you, Kangaroo Ridge Retreat may use personal information we have collected about you to identify a product or service that may benefit you. You can contact us at any time if you do not want to receive marketing information from Kangaroo Ridge Retreat

YOUR CONSENT IS IMPORTANT
Kangaroo Ridge Retreat may require your consent to use and/or disclose your information in particular ways. For example, we need your consent if we need to use your information for a purpose that is not related to the purpose for which we collected your information in the first place. Depending on the circumstances, this consent may be expressed (for example, you expressly agree to the specific use of your information by ticking a box) or implied by some action you take or do not take (for example, your agreement is implied by the fact that you have agreed to our service terms and conditions which contains information about the use or disclosure).

MANAGING YOUR PERSONAL INFORMATION
Kangaroo Ridge Retreat protects your personal information from misuse and loss. We also protect it from unauthorised access, modification and disclosure by ensuring that your personal information can only be accessed by people properly authorised to have access. Kangaroo Ridge Retreat may store your personal information in hardcopy documents or electronically. Kangaroo Ridge Retreat maintains physical security, such as locks and security systems, over our paper and electronic data stores and premises. Kangaroo Ridge Retreat also maintains computer and network security.

PROTECTING YOUR PRIVACY

You can help us to protect your privacy by observing our security requirements and contacting us immediately if your contact details change.

ACCESS TO AND CORRECTION OF PERSONAL INFORMATION
You are welcome to request details of personal information that we hold about you. To do so, please contact our staff by email at: admin@kangarooridge.com.au, or write to: Kangaroo Ridge Retreat, PO Box 192, Healesville, VIC 3777.We will require personal identification to verify your identity before providing you with the information requested. If you find that personal information we hold about you is inaccurate, incomplete or out-of-date, please contact our staff.We will normally be able to deal with your request within 30 days. Depending on the complexity of your request, we may charge a fee to cover our costs for processing the request.In certain circumstances, Kangaroo Ridge Retreat may not be able to tell you what personal information is held about you. In these circumstances, we will write to you to explain why we cannot provide you with the information and attempt to find alternative means to enable you to access your information.

RESOLVING YOUR CONCERNS
You are entitled to complain if you believe that your privacy has been compromised or that Kangaroo Ridge Retreat has breached the Privacy Act, or an applicable code. If you have a privacy complaint, you can contact our staff by email at: admin@kangarooridge.com.au.  or write to: Kangaroo Ridge, PO Box 192, Healesville, VIC 3777. Our staff will respond as promptly as possible.

CHANGES IN THE FUTURE
We reserve the right to change our Privacy Policy at any time. All changes will be notified by posting an updated version of the Privacy Policy on our web site. Any changes to our Privacy Policy shall be deemed to take place on the date the changes are posted on our web site.

ADDITIONAL INFORMATION ON PRIVACY
For further information about privacy issues and the protection of privacy, visit the Office of the Australian Information Commissioner web site at www.oaic.gov.au.

Kangaroo Ridge Retreat reserves the right to change services without notice.