Terms & Conditions
DEPOSITS AND BALANCE PAYMENTS
BOOKING TERMS AND CONDITIONS: In order to offer guests flexibility, we have a number of stay types/rates to choose from through the year based on payment and cancellation terms. Please check the terms of your booking stay type prior to booking. Your selected booking stay type is listed online, and on your tentative or confirmation email.
For all bookings:
Deposit: A deposit of 2 night’s stay is required at the time of booking.
Balance: The total balance is due on the date stated prior to arrival.
Cancellations: Cancel by 9am, on the required date prior to arrival and receive a full refund. This includes amendments or reductions to your booking dates or guests. If less than the required notice is provided, a refund or credit note will only be provided if the site or cabin is resold for the entire period of the booking.
Date changes: Date changes are permitted up to required date prior to arrival (matching the cancellation policy ie 4 days prior or 60 days prior), subject to availability and applicable rate changes.
Discounts: Unless otherwise stated, additional discounts such as the BIG4 discount do not apply to any special rates or deals.
See additional terms below for Stay NSW and Parent NSW vouchers.
Your booking confirmation letter will outline a “Booking Stay Type” and associated payment and cancellation policy. Please read these conditions upon receipt of your confirmation letter.
Here are some examples, however there are more stay types and deals with differing Stay Types and conditions.
FLEXI STAY BOOKINGS
Balance due: 4 days prior to arrival.
Cancellation or date changes minimum of: 4 days prior to arrival.
WINTER SENIORS WEEKLY STAY BOOKINGS Valid for Seniors only, a Seniors card must be presented on arrival.
Balance due: 14 days prior to arrival.
Cancellation or date changes minimum of: 14 days prior to arrival.
CLASSIC STAY BOOKINGS
Balance due: 14 days prior to arrival. Cancellation or date changes minimum of: 14 days prior to arrival.
DEALS such as 4+ NIGHTS STAY, 5 NIGHTS+, 7+ NIGHTS STAY, or KIDS STAY FREE.
Balance due: 14 days prior to arrival. Cancellation or date changes minimum of: 14 days prior to arrival. BIG4 Discount does not apply.
LONG WEEKEND FUN BOOKINGS (Dates outlined, including LWEs in NSW and QLD)
Balance due: 30 days prior to arrival. Cancellation or date changes minimum of: 30 days prior to arrival.
EARLY BIRD BOOKINGS
Balance due: 60 days prior to arrival. Cancellation or date changes minimum of: 60 days prior to arrival.
HIGH SEASON BOOKINGS (periods including school holidays, special events, public holidays and long weekends in NSW and QLD).
Balance due: 60 days prior to arrival.
Cancellation or date changes minimum of: 60 days prior to arrival.
DEAL BOOKINGS (dates stated):
Special deals will have different deposit and cancellation policies. BIG4 Discount does not apply.
Please read the terms carefully prior to booking a special deal.
WINTER LONG STAY BOOKINGS:
Deposit: A deposit of 2 night’s stay is required at the time of booking. A further 5 nights, to total a full week is required by 1st May each year.
Balance: On arrival, a further 3 weeks payment is due, to total the first 4 weeks. Long stay rates are not available without the first 4 weeks paid. The remaining balance is payable fortnightly thereafter.
Cancellations: Cancel more than 28 days prior to arrival and receive a full refund. If less than 28 days notice is provided, your 1 week’s deposit will be retained.
Date changes: Date changes are permitted up to 28 days before arrival date, subject to availability and applicable rate changes. Should you reduce your stay and leave early, the difference in the weekly rate will be payable. If the reduced stay results in less than 28 nights in total, the rate will revert back to a nightly rate and the difference will be payable.
FOR ALL CANCELLATIONS:
All cancellation requests must be made in writing to the park. Please email email@example.com with your booking number and the reason for the cancellation. The request will be reviewed and actioned in accordance with our cancellation policy.
- A reduction in the number of nights or the numbers of guests is classified as a cancellation and the same policy applies.
- If you are asked to leave the park for any reason, you will not be refunded the remainder of your stay.
- Please note BIG4 Tweed Billabong does not refund due to a change in weather conditions.
- We recommend that you take out travel insurance to insure yourself against cancellations due to illness, travel interruptions or theft during your holiday.
- Some rates or packages may have unique deposit and cancellations policies. This will be advised in the individual conditions at the time of booking and on your confirmation.
WINTER LONG STAY RATES (LSR):
– LSR are only available from 7th May – 15th September and are not available during any school holiday period except for June/July holidays. For any nights over the NSW and QLD Easter and Sept/Oct school holidays, the standard nightly rate will apply.
– For Cooly Rocks On Festival (5 night period), an additional charge of $10 per night for sites and $40 per night for cabins is applicable.
– LSR are available for a minimum of a 28 night continuous stay. Rates are either for 4 weeks plus, 8 weeks plus and 12 weeks plus.
– Rates are for 2 guests only. For any additional guests, the standard nightly rate will apply.
– LSR are valid for senior guests only, on production of a valid seniors card.
– Maximum stay is 16 weeks.
– LSR are not valid with any other discounts except for a once off BIG4 discount on arrival of $50 for both Perks+ and VIPerks members.
Additional Terms for Stay NSW or Parents NSW vouchers
- The Stay NSW voucher can be used seven days a week, including public holidays.
- Vouchers can be used towards the cost of accommodation only. They cannot be used to purchase gift vouchers, shop items or hiring for example.
- Vouchers cannot be refunded, redeemed for cash, a gift voucher, or a credit note.
- The voucher can only be redeemed once. If the cost of accommodation is less than $50 for example, the balance can not be refunded, issued as a credit or used towards other items as above.
- The vouchers expire on 9th October 2022.
- Vouchers can be used as deposit or final balance payments. Please note that should you cancel, no refund or credit note of the voucher amount can be issued. This amount will be forfeited.
- Should you wish to change the date for a booking prior to 09.10.22, a change of date will be allowed (provided it meets the cancellation/change of date terms of the booking). The new booking must stay before 09.10.22.
- We can accept vouchers for bookings after 09.10.22, as long as they are redeemed before this time. However, if cancellation occurs for a future booking, the amount is forfeited. No change of date is permitted, no refund or credit note can be provided for the voucher amount.
- Stay NSW and Parents NSW vouchers cannot be combined on the one booking.
- Multiple Parents NSW vouchers can be combined to a maximum of $250 per booking. Multiple Stay NSW vouchers can be combined to a maximum of $100 per booking (including from different people).
Our COVID Flexi-Booking Policy – for bookings up until 31st January 2023.
We’ve implemented a flexible booking policy for current and future bookings. This policy makes it easier to change your booking dates should an issue arise as a direct result of COVID-19. Guests will have the option to change the date of their booking or accept a credit note valid for up to 18 months should any of the criteria, listed below, impact their planned stay:
- You or an immediate family member tests positive to COVID-19 and you are required to isolate.
- A state or government directive is issued and means you are physically unable to travel to or from the park, such as a NSW/QLD hard border closure. The requirement to complete a QLD border declaration pass (for example) is not a valid cancellation reason.
Proof in the form of a guest declaration will be required. Other documentation may also be requested by the park depending on the circumstances.
Any cancellation which is deemed not applicable to the COVID-19 Flexible Cancellation Policy will need to comply with the usual Terms and Conditions, as listed above.
CREDIT CARD GUARANTEE: All bookings require a credit card for security. Your credit card number will be held by an encrypted link for the duration of your booking and stay. Charges can be made to this as requested. Damages or loss incurred from your cabin or site may also be charged to this card, including, but not be limited to, loss of items from your cabin, damages or non-returns of hire equipment, loss of keys or damages to the site such as a broken tap. Should you not own a credit card, a $300 cash bond is required for all bookings.
CREDIT CARD: You can pay for your booking via credit card over the phone or online. We accept Visa, Mastercard and AMEX. Please note, a transaction fee applies where a credit card is used (between 1.0 – 1.8% depending on the card). The fee also applies for credit card refunds.
BPAY: Your confirmation letter will outline BPAY details for your booking. For large Christmas bookings for example, we recommend that you setup a monthly BPAY debit from your account to avoid the pre-Christmas lump sum. Minimum installments of $100 is required.
Payment plans can also be arranged. Please contact us to discuss payment plan options.
RATES AND ADDITIONAL CHARGES: All rates are based on 2 guests. All additional guests are charged on a per person, per night basis. Your confirmation letter will outline the number of guests you have booked and paid for. Should you fail to advise and pay for additional guests, you will be asked to vacate the park. A refund will not be issued for nights not stayed. All rates shown are in Australian dollars and inclusive of GST. Please note that rates fluctuate on a regular basis and a price is not confirmed until the booking is made and deposit paid. Persons aged 16 years and over are classified as an adult and adult charges apply. Persons aged between 3-15 years are classified as a child and children’s charges apply. Persons aged 2 years and under are classified as an infant and no charge applies.
TRAVEL INSURANCE: We recommend all guests take out Travel Insurance. This should protect against the unlikely event that you may be forced to cancel. Examples of unforeseen circumstances: bad weather (ie. excess rain), death in family, transport difficulties (ie. plane strike or flights being cancelled), severe emergency events (ie. flood, fire). Insurance policies vary between companies so take the time to research thoroughly to ensure you are protected against all issues that may be encountered.
MINIMUM NIGHTS: Minimum nights are applied during school holidays, long weekends and some deals. Weekends require a 2 night minimum stay, with 1 night stays considered on the day of arrival. Additional cleaning fees may apply for accommodation bookings of one night only.
NO SHOW: Guests who arrive later than their booked date will forfeit the cost of the unused nights. Failure to advise of your cancellation, or if you do not arrive by 10am on the day after your scheduled arrival date, may result in your booking being cancelled without any refund to you.
CHECK-IN TIMES: Cabins – 2pm. Sites – 12noon.
LATE CHECK-IN: Please contact reception if you are due to arrive outside of reception opening hours to arrange a late check-in.
Late checkins are only permitted by providing a photo of your credit card (last 4 digits showing) in advance and a photo of yourself holding your drivers licence (of credit card holder).
CHECK-OUT TIMES: 10am
LATE CHECK-OUT: We offer late check-outs up until 4pm, subject to availability. Sites are $30 and cabins are $60. Please enquire with reception the day prior to departure.
Please note, we operate on NSW time.
GUARANTEED SITES: Please note that whilst we do our best to cater for guest requests, we are unable to guarantee site or cabin numbers. You are guaranteed a site or cabin within the category that you have booked. Due to operational reasons, sites and cabins are allocated at the discretion of the park and may be moved without notice to a site or cabin within the same category, for example due to a maintenance issue or to accommodate a new booking.
CLEANING AND DAMAGES: The guest agrees to leave their accommodation/site and any equipment or facilities used in working order and clean and tidy condition. Damages or loss incurred from your cabin or site may be charged to your credit card. This could include, but not be limited to loss of items from your cabin, damages or non returns of hire equipment, loss of keys or damages to the site such as a broken tap ($80 fee minimum). If the cabin or site is found to be excessively dirty an excess cleaning fee of $60 per hour until clean. All damages, breakages or losses including furniture and furnishings, are to be reported and paid for by the guest. Any faults or breakages discovered by the guest must be reported within one (1) hour of arrival or we may consider damages to be responsibility of the guest.
BIG4 MEMBERSHIP: BIG4 memberships must be valid at the time of arrival in order to receive the discount. Bookings must also be made in the name of the BIG4 membership holder and the booking must be attended by the BIG4 membership holder, in order to receive the discount. Persons other than the membership holder cannot use a BIG4 membership to obtain a discount.
PARK RULES AND INFORMATION
PARKING: One car park is allocated per site or cabin. Additional cars must be parked in the visitor’s car park. Please advise reception at the time of booking if you have a boat or trailer. We suggest that you park your boat in your site/cabin carpark if it fits, and your car in the visitor’s carpark.
RIDING EQUIPMENT– Bikes/skateboards/rip sticks/go carts/scooters: Children are permitted to bring their own riding equipment to use in the park and will be issued with a bike licence upon arrival. Electric/motorised scooters are banned in NSW and therefore we do not allow motorised scooters or any other motorised equipment. We enforce a strict “No Helmet, No Ride” policy. Riding after dark or around certain parts of the park is not permitted. Failure to follow the rules set out in the bike licence will result in the equipment being confiscated for the remainder of your stay.
PETS: Unfortunately we do not accept pets. If you found to conceal a pet, you will be asked to leave the park without refund. Check out our pet friendly sister park, BIG4 Saltwater @ Yamba.
LINEN: All linen, including bath towels and bedding is provided for all cabin bookings. Please bring your own pool and beach towels.
VISITORS: Additional visitors staying overnight must be registered at reception and paid for in advance. Visitors coming into the park for the day must also register at reception and pay a visitors entry fee. Visitors must park in the Visitor’s carpark outside reception or Holden Street.
NOISE: The Park has a ‘No party policy’. Sound from TV, Radios etc. must be at a level so as not to interfere with the quiet enjoyment of other guests and residents. All guests are required to show consideration for others by ceasing all noise by 10pm. Excessive noise or abusive language will not be tolerated at any time.
SPEED LIMIT: All roads are shared use. Please help us keep everyone safe by keeping to a speed limit of 10km per hour.
SECURITY GATES: Our security gates are erected for the safety and security of all guests. Please do not tail through the gate after another vehicle. Failure to comply with this may result in damage to your vehicle and our gate. Damage to our gate will be the responsibility of the guest.
PERSONAL BELONGINGS: Please be considerate of others and ensure your site and belongings are kept secure and tidy at all times and within the boundaries of your site or cabin. As a precaution, we advise that all guests lock up valuable belongings overnight. Management offers all care but accepts no responsibility for loss, theft, damage or injury within the park area.
POOL: The pool is open from 8am- 8pm in summer and 8am -6pm in winter. Persons entering the pool do so at their own risk. No alcohol to be taken into the pool area. Glass is strictly prohibited from the pool area. Rough behaviour, excessive splashing, running or jumping in and around the pool area is not permitted. Children under the age of 14 years must be supervised at all times by an adult. Only accredited swimming and safety aids are permitted in the pool or pool area (no surfboards, boogie boards or inflatable tubes).
WATERPARK: The waterpark is open from 9am-6pm in summer and 9am-5pm in winter. Persons entering the waterpark do so at their own risk. Persons must enter a slide individually and ‘trains’ are not permitted. No alcohol to be taken into the waterpark area. Glass is strictly prohibited from the pool area. Rough behaviour, excessive splashing and running are not permitted. Children under the age of 14 years must be supervised at all times by an adult. Only accredited swimming and safety aids are permitted in the waterpark or waterpark area (no surfboards, boogie boards or inflatable tubes).
BILLABONG: The billabong can be accessed anytime during your stay for fishing, kayaking and stand up paddle boarding. Kayaks and stand up paddleboards are available to hire at reception. Use of personal kayaks/stand up paddleboards must be approved by the park. Please be mindful of people kayaking/stand up paddle boarding when fishing in the billabong. Please do not dispose of rubbish in the billabong.
AMENITIES: The main amenities are situated in the centre of the park and are open 24 hours for your convenience. Please consider others when using these facilities by leaving them in a neat and tidy condition. A family bathroom and baby bathroom are also provided for your convenience.
LAUNDRY: The laundry is located on the western side of the main amenities and is open from 8am-8pm. It has coin operated washing machines and dryers for your use. Please use the clothes drying lines behind the laundry. Erecting temporary clothes lines on your site/accommodation is not permitted. Ironing boards are also located in the laundry. Washing powder is available to purchase at reception. All children under 12 years must be accompanied by an adult and be supervised at all times in the amenities and laundry areas.
BBQ AREAS: There are free BBQ’s available for use from 7:30am-9:30pm in the camp kitchen, waterpark and Cabarita cabin precinct. Please consider others when using these facilities by leaving them in a neat and tidy condition.
CAMP KITCHEN: The camp kitchen is provided for your convenience. The camp kitchen is communal and cannot be used to host parties. Please consider others when using the camp kitchen and leave it in a neat and tidy condition. Please do not store bait in the fridge. Please note, cooking equipment such as tongs, pots etc. are not provided.
WASHING DISHES: Please use the sink provided in the camp kitchen and in the laundry (marked dish washing). Please do not use the laundry tubs or hand basins to wash dishes.
DUMP POINT: The dump point is located on the eastern side of the main amenities. Please use our dump point to discard of waste matter from porta-loos, motor homes or caravan toilets. Please do not empty these in our amenities.
MECHANICAL REPAIRS: Mechanical repairs are not to be carried out on sites. Only registered vehicles are permitted within the confines of the park. Details of all cars, caravans, vehicles and boats must be registered at reception prior to entering the park.
FISHING: Fishing from the camp kitchen deck is not permitted. Please do not clean fish in the camp kitchen or amenities building.
SMOKING: Smoking is allowed on your site or cabin deck only. Smoking in any other areas of the park, including whilst walking around, is not permitted.
FIRES: No open fires are permitted at any time on sites. Gas BBQs may be used, provided that care is taken not to burn the grass.
SITES: The use of generators is not permitted after 8pm. No clothes-lines are permitted on sites. No fences or barriers acting as fences are allowed around sites. Guests are required to keep external lighting of caravans or tents at a level that will not disturb others. Trenches are not to be dug around tents or annexes.
PHOTOGRAPHY: You and your children may be photographed for Marketing purposes during your stay. Please advise our team upon check-in if you do not wish to be photographed.