COVID-19 Update

We have relaxed our cancellation policy for new bookings made for stays between now and the 31st March 2021.

For a COVID-19 related cancellation, notify us by 9am 3 days prior to arrival and receive a credit valid for 18 months. No cancellation fees apply.

Terms & Conditions

DEPOSITS AND BALANCE PAYMENTS

When booking you will be advised as to which season your reservation falls in. Ask reception if you are not sure. 

Our COVID Flexi-Booking Policy – for bookings up until 31st January 2022.

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
* You are forced into self-isolation
* You are awaiting the results of a COVID-19 test
* 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 Cancelation Policy will need to comply with the usual Terms and Conditions, as listed below.

In line with official COVID-19 guidelines, guests must abide by the following rules:

  • Please do not enter the Park if you or any member of your booking have had a fever, cough, sore throat, shortness of breath or other cold/flu like symptoms in the past 72 hours and are otherwise unwell.
  • To the best of your knowledge you and the members of your party have not been in close contact with a person who has reported or suspected case of COVID-19 in the 14 days prior to your arrival.
  • You have not been in a COVID-19 “area of high concern” as defined by Chief Health Officer in the 14 days prior to your arrival or currently under “stay at home orders”.
  • We reserve the right to cancel a booking and refuse entry due to COVID-19 related reasons if we are concerned for the health and saftety of other guests and staff. 

LOW SEASON (excluding high seasons and deals):

DEPOSIT: A deposit of 2 night’s stay is required at the time of booking. 

BALANCE: The total balance of the booking is due 4 days prior to arrival.

CANCELLATIONS: Cancel by 9am, 4 day prior to arrival and receive a full refund. This includes amendments or reductions to your booking dates or guests.

All cancellation requests must be made in writing to the park. Please email [email protected] with your booking number and the reason for the cancellation. The request will be reviewed and actioned in accordance with our cancellation policy.

Refunds are not given for bad weather, health or if you decide to leave early for any reason.  We recommend that you purchase travel insurance.

If you are asked to leave the park for any reason, you will not be refunded the remainder of your stay.

DEALS: (dates stated): Most deals will have different deposit and cancellation policies. Please read the terms carefully prior to booking a special deal.  

HIGH SEASON: Includes high seasons, school holidays, special events and long weekends.

DEPOSIT: A deposit of 2 night’s stay is required at the time of booking.  

BALANCE: You are welcome to make installment payments via BPAY. The total balance of the booking is due 60 days prior to arrival. 

CANCELLATIONS: Cancel more than 60 days prior to arrival and receive a full refund. If less than 60 days notice is provided, the monies paid will be refunded only if the site or cabin is resold for the entire period of the booking.

All cancellation requests must be made in writing to the park. Please email [email protected] 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 decide to depart early for any reason, no refunds will be given.
  • 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.

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. This can be used as a bond for hire equipment or shop items can be placed on your account for charging at check-out or after. Damages or loss incurred from your cabin or site may also be charged to this 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. Should you not own a credit card, a $300 cash bond is required for all bookings.

PAYMENT METHODS: 

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).

You can also pay via crypto currency (bitcoin, litecoin, binance coin).

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 shown are for a base rate of 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 for their holidays. This should protect against the unlikely event that you may be forced to cancel. Examples of unforeseen circumstances: In case of bad weather (ie. excess rain), death in family, transport difficulties (ie. plane strike or flights being cancelled), severe emergency events (ie. flood, fire) these are just some issues you may face. 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: stays Minimum night’s are applied during school holidays and long weekends. 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.

CHECK-OUT TIMES: 10am

OFFICE HOURS: 8:00am to 7:00pm.

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.

BUNK BEDS: Children under the age of 9 are not permitted to sleep in the top bunk.

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. 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: The park allows pets on specific site and in specific cabins at the Manager’s discretion. Click here now to learn more about our pet policies.

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.

LINEN: All linen, including bath towels and bedding is provided for all cabin bookings. Please bring your own pool and beach towels.

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.

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.DEALS (dates stated): Most deals will have different deposit and cancellation policies. Please read the terms carefully prior to booking a special deal.