Refund Policy
Last updated: 17/08/2026
This Refund Policy applies to bookings, trips, memberships, events, optional extras, deposits, transfers, credits and related purchases made with The Campfire Crew Pty Ltd, trading as The Campfire Crew. It should be read together with our Terms & Conditions.
Australian Consumer Law
Nothing in this Refund Policy excludes, restricts or modifies any right or remedy you may have under the Australian Consumer Law. Our goods and services come with guarantees that cannot be excluded. If there is a major problem with a service, you may be entitled to cancel and receive a refund for the unused portion, or compensation for the difference in value.
Change of mind
We do not provide refunds simply because you change your mind, decide you no longer want to attend, find another activity, fail to arrange time off, fail to organise transport, or fail to meet the trip's medical-cover requirements. Participant cancellations are handled according to the notice timeframes below.
Participant cancellations
Unless the specific trip page states otherwise, our standard policy timeline is:
| Notice before departure | Standard refund position |
|---|---|
| 14 or more days | Full refund of the trip fee paid, less any non-refundable booking fees, payment-processing fees and unrecoverable third-party costs. |
| 7 to 13 days | 50% refund of the trip fee paid, less any non-refundable booking fees, payment-processing fees and unrecoverable third-party costs. |
| 0 to 6 days | No standard refund. A transfer or credit may be offered at our discretion in exceptional circumstances. |
No-shows, late arrivals and missed departures are treated as cancellations within the 0-to-6-day period.
Why late cancellations may not be refundable
Trips require advance planning and upfront costs, which may include campsite bookings, ferry transport, vehicle access permits, food ingredients, staffing and supplier commitments. As departure approaches, some or all of these costs may become non-refundable to us.
Medical-cover requirements
Before departure, each participant must confirm that they have Medicare or provide private/travel insurance details. A participant using Medicare does not need to provide a Medicare number. A participant using private health insurance, overseas visitor health cover, travel insurance, personal accident cover or other suitable cover must provide the insurer name, emergency assistance phone number and policy or certificate number.
Participants remain responsible for medical, ambulance, rescue, evacuation and related costs that are not covered by Medicare or their insurer. If participation is refused because a participant has not completed the required confirmation or private-insurance information by the stated deadline, a refund is not automatic and will be assessed under this policy, the circumstances and applicable law.
Cancellation by The Campfire Crew
We may cancel, postpone or reschedule a trip due to severe weather, unsafe track or beach conditions, fire bans, park closures, ferry disruption, vehicle issues, staff illness, permit problems, emergency events, operational issues or insufficient group numbers. If we cancel before departure and cannot provide the trip, we will offer a transfer, credit or refund of the trip fee paid to us, subject to your legal rights.
We are not responsible for indirect external costs such as flights, separate accommodation, lost wages, personal purchases or insurance fees unless required by law.
Weather and itinerary changes
Our trips are outdoor adventure tours and may need to change. A trip is not considered cancelled merely because we adjust routes, timings or stops, substitute an activity, restrict water access because of conditions, or cancel a campfire because of restrictions. Itinerary changes do not automatically entitle a participant to a refund unless required by law.
Removal for misconduct
If a participant is removed from a trip or refused participation because of aggressive behaviour, unsafe or unauthorised driving, illegal drug use, property damage, intoxication, dishonesty or a serious breach of the Terms & Conditions, no refund will be provided except where required by law. The participant may also be responsible for return transport and other resulting costs.
Payment disputes
If you have a concern about a payment, refund or cancellation, contact us first so we can try to resolve it. We may respond to an unjustified chargeback with booking, payment, communication, attendance and policy records.
How to request a refund
Email your full name, group booking reference, participant code where applicable, trip date, reason for the request and any supporting documents to info@thecampfirecrew.com.au.
Required acknowledgements
Tick each statement after reading this policy. Every tick is saved automatically, so you can leave and return without losing your progress.