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.
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 under the Australian Consumer Law. If there is a major problem with a service, you may be entitled to cancel and receive a refund for the unused portion, or to compensation for the difference in value.
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 organize transport, or fail to obtain suitable insurance. Participant cancellations are handled strictly according to the notice timeframes below.
Unless the specific trip page states otherwise, our standard policy timeline is outlined below:
| Notice Provided Prior to Departure | Refund Eligibility |
|---|---|
| 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 refund eligibility. Discretionary transfer or credit vouchers may be issued under strict exceptions. |
No-shows, late arrivals, and missed departures are treated explicitly as cancellations within the 0 to 6 days window.
Our trips require advance planning and upfront financial allocations. These include campsite bookings, ferry transport bookings, vehicle access permits, and upfront food ingredient purchases. As the trip date approaches, these operational costs become completely non-refundable to us, which is why late cancellations carry severe limits.
Participant health and travel insurance coverage is mandatory. If you are refused entry onto a trip because you failed to secure valid adventure insurance or failed to render verification documents before our stated deadline, you will not be automatically entitled to a refund.
We may cancel, postpone or reschedule a trip due to severe weather, unsafe track/beach conditions, fire bans, park closures, ferry breakdowns, or failure to meet minimum required group numbers. If we cancel a trip before departure, we will offer you a transfer to a rescheduled date, credit for future use, or a complete refund of the trip fee paid to us.
We are not responsible for indirect external costs such as flights, separate accommodation bookings, or travel insurance fees.
Our trips are outdoor adventure tours and may adapt dynamically. A trip is not considered cancelled simply because we adjust routes, alter specific itinerary stops, substitute water sports due to high winds, or cancel campfires due to fire restrictions. Itinerary changes do not automatically entitle participants to a refund.
If you are removed from a trip or refused participation because of aggressive behaviour, unsafe driving, drug usage, property damage, or severe breach of our Terms & Conditions, no refund will be provided, and you will be completely responsible for any return transport costs.
Membership fees are non-refundable, regardless of whether you choose to utilize your active perks, attend scheduled trips, or if your membership status is suspended due to behavioural misconduct.
If you have a concern about a payment, refund or cancellation, you must contact us first so we can try to resolve the issue. If you initiate an unjustified chargeback after receiving services, missing a trip, cancelling outside the refund period, breaching our Terms & Conditions or failing to meet mandatory requirements, we may dispute the chargeback and provide evidence to the payment provider.
To submit an official claim request, please email your full name, booking reference number, trip date, and specific documentation supporting your cancellation reason to our support team.