Refund Principles
We aim to be fair rather than rigid. Refunds at Offervoyager are calculated against the notice you give us, the value of the booking, and the amount of cost we have already incurred on your behalf. Everything below is the standard position, and we are always willing to talk through individual circumstances.
Unlike many hospitality businesses, we do not treat deposits as automatically non-refundable. If we can re-let the suite or room for the affected dates, we will usually refund more than the policy requires.
Accommodation Refunds
Refunds on accommodation bookings follow this schedule:
- More than thirty days before arrival — full refund of all amounts paid, processed within ten business days.
- Between thirty and seven days before arrival — deposit is retained, any additional payments are refunded in full.
- Inside seven days before arrival — no automatic refund, though we will credit the booking value against a future stay within twelve months where the cancellation is outside your control.
- Early departure — the unused nights of a stay are credited, not cash-refunded, unless required by law.
Corporate Events And Functions
Corporate event refunds are handled differently because of the fixed costs involved in blocking a floor and staffing it for a specific day:
- Fourteen days or more before the event — full refund of any payments received.
- Between fourteen and seven days — fifty percent of the booking value is refunded.
- Inside seven days — no refund, but we will offer a one-time credit equal to the full booking value for a future event within twelve months.
- Cancellation by Offervoyager — a full refund is provided, plus our assistance finding a comparable alternative venue.
Gift Vouchers And Prepaid Packages
Gift vouchers are valid for thirty-six months from the date of purchase. Unused vouchers past the expiry date cannot be reinstated. Vouchers are transferable to another person at no cost, and can be redeemed against any service offered by Offervoyager.
Prepaid multi-night packages follow the accommodation refund schedule above. If you partially use a package and then cancel, the balance is credited against a future stay rather than refunded in cash, unless the original purchase was made within the last fourteen days and the stay has not yet begun.
How To Request A Refund
To request a refund, email offevoyager@gmail.com or call +61 7 3835 4621 and quote your booking reference. We confirm receipt within two business days. Once approved, refunds are returned to the original payment method, and bank processing usually takes five to ten business days.
If you believe a refund has been calculated incorrectly, ask for a review and we will have a senior manager reassess the file. Written complaints can be sent to Heritage Lanes, 80 Ann Street, Brisbane QLD 4000, Australia.