BOOKING TERMS & CONDITIONS
CRAIGMUIR LAKE HOUSE
INDIGENOUS TOURISM AUSTRALIA
GENERAL BOOKING TERMS
Effective for bookings made on
and from 12 July 2022 (AEST)
1.1 These Terms and Conditions apply to all individual and small group bookings (being bookings of 10 or less people)
made direct with any of our experiences or stays at Craigmuir Lake House. Different terms and conditions apply to bookings
for 10 or more guests, campsites cabins and cannot be provided on the property. These Terms and Conditions also apply to
bookings made through a third party travel agent or tour operator. If you have made a booking through a third party travel
agent or tour operator then that travel agent’s or tour operator’s terms and conditions will apply to your booking also.
1.2 These Terms and Conditions are effective as at the date specified above and may be amended or supplemented by
Craigmuir lake House at its discretion from time to time. The Terms and Conditions applicable to your booking are those
that are current at the time a booking is made.
1.3 Promotional deals, packages and special events offered or arranged by Craigmuir Lake House may be subject to special
terms and conditions (Special Conditions) These Special Conditions will be made available to you at the time you make you
r booking. To the extent of any inconsistency between Special Conditions and these Terms and Conditions, the Special
Conditions will prevail to the extent of the inconsistency in relation to the specific deal, package or event.
1.4 Craigmuir lake House operates Whoop Whoop Walkabouts tours together with Kalimna Kitchen, Kanny Gooroopna
private art tours. Craigmuir Lake House also acts as an agent for some independent third party suppliers located at
Shepparton and Benalla (Third Party Suppliers), whose services and products may be booked through Craigmuir Lake
1.5 All prices quoted are in Australian Dollars. Craigmuir Lake House accepts no responsibility for any differences in
currency exchange rates or refunds relating to currency exchange fluctuations.
1.6 “Us, we, our, Craigmuir Lake House” all mean Indigenous Tourism Australia Pty Ltd (ACN 146 782 591). “You, your”
means the person who is making a booking.
2.1 You warrant to us that: (a) you are 18 years old and have the power and authority to enter into a binding contract with us;
(b) the information you provide us about yourself is true, accurate, current and complete as required by any registration
process; and (c) you will maintain and promptly update this information to keep it true, accurate and complete.
2.2 The person making a booking is deemed to have accepted these Terms and Conditions on behalf of all persons
included in the booking. It is your responsibility to read and understand these Terms and Conditions and to ensure other
persons on whose behalf you make the booking read and understand them.
2.3 If you are making a booking on behalf of another person or persons, you must provide Craigmuir Lake House with the
contact details for the person or persons named in the booking. Craigmuir Lake House reserves the right to cancel the
booking at any time if such contact details are not accurately provided at the time the booking is made.
2.4 To the extent permitted by law, all conditions, warranties, guarantees, rights, remedies, liabilities and other terms
implied or conferred by statute, custom or the general law that impose any liability or obligation on Craigmuir lake House
are excluded under these Terms and Conditions. Nothing contained in these Terms and Conditions excludes, restricts or
modifies the application of any provision, the exercise of any right or remedy, or the imposition of any liability which
cannot be excluded under the Australian Consumer Law.
2.5 These Terms and Conditions are governed by the laws of Victoria, Australia.
2.6 Craigmuir Lake House is committed to protecting your personal information. Please refer to Craigmuir Lake House
2.7 Craigmuir Lake House is not responsible for any liability or loss arising out of any occurrences or conditions beyond
Criagmuir Lake House control, including but not limited to acts of terrorism, acts of God, war, strikes, theft, delay, weather
conditions, epidemic, pandemic or any other type of public health emergency, civil disorder, disaster or changes in
Government regulations, directives or declarations.
3. HOTEL ACCOMMODATION BOOKINGS
3.1 All quoted rates on our website, advertisements or brochures are subject to change at any time until the booking is
confirmed. Some rates which are quoted are only valid for a minimum number of nights and if the number of nights
included in your booking changes the rate may also change.
3.2 In order to confirm your booking you must provide us with the details of a valid credit card at the time of booking
unless you booked through Airbnb. We will charge the credit card you provided according to the rate conditions applicable
to your booking. If you are unable to provide credit card details at the time of booking, full payment must be received and
cleared in our nominated bank account at least 2 days prior to your scheduled date of arrival.
3.3 A failure by you to make full payment by the due date may result in your booking being cancelled within 1 days of
Craigmuir Lake House giving you a written notice requesting payment. If full payment is not received by the date that is 7 days prior to your arrival date, your booking will be automatically cancelled.
3.4 For group bookings, arrival and departure details must be supplied to us no later than 7 days prior to arrival, or supplied
at time of booking if booking is made less than 7 days from the date of arrival.
3.5 In the unlikely event that Craigmuir Lake House cannot provide the specific accommodation booked by you, you
acknowledge and agree to be relocated into an alternative accommodation in Shepparton which in our reasonable opinion
is of comparable or superior quality. If a comparable or superior room is not available then appropriate compensation (which may be non-monetary) will be offered.
4. ACCOMMODATION CANCELLATION POLICY
4.1 If you cancel your booking and your cancellation notice is received by us:
(a) more than 7 days prior to your scheduled check-in date, we will not charge you a cancellation fee; and
(b) 7 days or less prior to your scheduled check-in date, we will charge you a cancellation fee equal to 100% of your total booking value.
4.2 All cancellation notices must be provided to us via the following contact methods: 0402606481; or sent to us in writing by letter or an email to email@example.com and will only become effective when received by us.
4.3 If you do not present for your booking, or if you cancel your booking after you have checked in or arrived, you will be charged a cancellation fee equal to 100% of your total booking value.
4.4 You agree that under these cancellation terms all cancellation fees payable by you will be charged to the credit card provided at the time of making your booking or an amount equal to the full booking value will be forfeited to Craigmuir Lkae House.
5. Whoop Whoop CAMPGROUND BOOKINGS
5.1. All campground bookings require payment of 100% of the total booking value at the time of booking.
5.2. If you wish to cancel or modify your booking you must notify us in writing to firstname.lastname@example.org
(a) Cancellations confirmed more than 7 days prior to your scheduled check-in date - a refund of any payments made by you for the booking will be provided.
(b) Cancellations confirmed 7 days or less prior to your scheduled check-in date - a cancellation fee equivalent to 100% of the total booking value will be imposed and any payment made by you for the booking will be retained by us in payment of the cancellation fee.
5.3. No refunds will be provided in the event you do not show up for your stay on your scheduled check-in date or you depart early for whatever reason.
5.4 In the unlikely event that Craigmuir Lake House cannot provide the specific site booked by you, you acknowledge and agree to be relocated into an alternative accommodation in Shepparton which in our reasonable opinion is of comparable or superior quality. If a comparable site is not available then appropriate compensation (which may be non-monetary) will be offered.
6. PHOTOGRAPHIC IDENTIFICATION AND SECURITY ON ARRIVAL
6.1 You will be asked to provide government issued photographic identification upon your check-in at Craigmuir Lake House and Campground. If you are unable to provide such identification your booking may be cancelled and you will be liable to pay Craigmuir Lake House an amount equal to the full booking amount plus other costs incurred by Craigmuir lake House in connection with the booking.
6.2 You will need to provide a credit card authorisation when you check-in. This authorisation may be used to cover incidental items including but not limited to telephone charges, security bond or deposit for any breakages or damage incurred during your stay or cleaning charges in excess of the normal level of cleaning.
6.3 If a credit card is not available, a minimum AU$120 cash deposit per day (or such other amount reasonably nominated by us at the time of check-in) will be required on check-in. Once the full cash deposit has been utilised during your stay, then a further cash deposit will need to be provided by you to cover any further charges.
6.4 Campground guests will also need to provide vehicle registration details at time of check in.
7. PET POLICY
1. ‘Pet’ or ‘PETS’ means a dog or cat aged between 1 years and 15 years at the time of check-in.
7.2 Pets at Craigmuir Lake House:
(a) Hotel bookings: Pets stay is not free. Extra pet charges apply for additional pet if bringing more then one at a cost of $50 each.
7.3 Let us know you will be bringing your pet with you. Let us know their breed and their name so we can greet them also as part of your family.
7.4 Your pet must not be aggressive or destructive... Must be clean. Must not have fleas. Must use designated areas.
7.5 Owners must clean pet waste immediately and dispose of it in designated receptacles. (The yellow lid bin).
7.6 Pet owners are usually required to sign our agreement stating they will be financially responsible for any damage or injuries caused by their pet and any expenses incurred by our accommodation for your pet disturbances.
7.7 At no time at all is your pet allowed on the beds or furniture in our accommodation. If it is discovered! Linen or cushions that have been contaminated by letting your pet on any of these places. You will be required to replace the item and we will keep your bond.
7.8 You must bring all items for your pet's requirements. EG bedding, bowls, food, leads, etc. We do not supply these items on the property.
7.9 Your pet must stay on its lead outside the accommodation at all times. Due to having our own pets on the property, wildlife, and other guests. Everyone has the right not to be affected by your pet going into their environment.
7.10. We cannot accommodate more than one pet on the property.
7.11 We have a lot of rare bush tucker growing in the garden that we eat and let guests also taste. Do not allow your pet to relieve themselves in the garden beds. They can relieve themselves on the Lawn or out on the reserve next door.
8. TOURS, TRANSFERS AND OUTDOOR DINING BOOKINGS
8.1 All prices quoted for tours and transfers in our brochures or on our website are per person prices and include GST.
8.2 National Park entry fees and other government charges are included in your tour.
8.3 All bookings for exclusive or bespoke tours or transfers are governed by separate terms and conditions, which will be provided upon request.
8.4 To reserve a place on any tour or transfer at Craigmuir Lake House, including tours provided by the Third Party Suppliers when booked through Craigmuir Lake House, full payment must be made at the time of booking.
8.5 Tours are run by a tour leader. During a tour you may enter areas that may pose dangers or are of cultural significance. The decision of the tour leader is final on all matters likely to affect the safety or well-being of any person participating in the tour or transfer. You agree to strictly comply with:
(a) any and all reasonable directions of the tour leader; and
(b) all local laws and customs (including those of cultural significance) that you are informed of by the tour leader.
8.6 If you fail to comply with a decision made by the tour leader or requirements contained in clause 9.4, the tour leader may direct you to leave the trip immediately, with no right of refund.
8.7 Craigmuir Lake House makes every effort to operate tours and transfer as advertised. However, itineraries may need to be changed at short notice due to weather, accessibility or other events outside of Craigmuir Lake House’ control. If changes are necessary, we will make reasonable efforts to supply you with a tour or transfer that is equivalent to the advertised itinerary in all material aspects. Craigmuir Lake House will make reasonable efforts to inform you of any changes in advance via the contact details provided at the time of booking.
8.8 If Craigmuir Lake House is unable to provide you with a tour or transfer that is equivalent to the advertised itinerary, Craigmuir Lake House will offer you the choice of:
(a) rebooking the tour or transfer for another day; or
(b) receiving a refund for the tour or transfer less any reasonable expenses incurred by us or services consumed by you (if any).
8.9 Due to their nature, participation in tours and transfers may require a minimum level of fitness or physical capability. Any specific requirements will be notified to you at the time of booking. By booking a tour or transfer, your warrant and represent that you satisfy any minimum requirements notified to you. If Craigmuir Lake House (acting through its authorised tour leader) reasonably decides that you do not meet the minimum physical requirements, Craigmuir Lake House may remove you from any tour or transfer at any time without providing a refund.
8.10 Certain tours and transfers are suitable for children providing they are accompanied by a parent or guardian during the entire tour. Child rates apply to persons 7 years old and under at the time of the tour. Some tours cannot accommodate children, as specified below:
(a) Kalimna Kitchen – children aged 7 years and under are not permitted;
(b) Whoop Whoop Walkabout tours – persons aged 15 years and under are not permitted; and
(c) Kanny Gooroopna Art Class- children aged 7 years and under are not permitted.
8.11 Parents and guardians are responsible for ensuring that children under their supervision do not reduce or impact on the enjoyment of other persons on the tour. Non-compliance with this requirement may result in the child and their parent or guardian, being directed to leave the tour or transfer without providing a refund.
9. TOUR CANCELLATION POLICY
9.1 If you cancel a booking for Craigmuir Lake House Cultural tours (including but not limited to Sounds of Kalimna Kitchen, Whoop Whoop Walkabout Tours, Kanny Gooroopna Art Class) the following cancellation fees will apply:
(a) if your cancellation notice is received by us more than 7 days prior to a booked tour or transfer date, we will not charge a cancellation fee; and
(b) if your cancellation notice is received by us 7 days or less prior to the booked tour or transfer date, we will charge you 100% of total booked touring or transfer cost per person.
9.2 All cancellation notices must be provided to us via the following contact methods: 0402606481; or sent to us in writing by letter or an email to email address - email@example.com and will only become effective when received by us. The cancellation fee will be charged to the credit card provided at the time of booking.
10. PRODUCTS OFFERED BY THIRD PARTY SUPPLIERS
10.1 Certain products and services you are able to book through us are provided by Third Party Suppliers who are independent of Craigmuir Lake House.
10.2 Products offered by Third Party Suppliers will be subject to separate terms and conditions, which will be provided to you at the time you make your booking.
10.3 You may be required to contact a Third Party Supplier directly to arrange for pick-up/drop-off times, appointments or other services which form part of your booking. Any requirements for you to contact the Third Party Supplier directly will be specified at the time of booking.
10.4 The Third Party Supplier is solely responsible for the product or service it is providing you and is liable for any breach by it of its obligations in respect of that product or service. Craigmuir lake House is not liable to you for any breach by the Third Party Supplier of its obligations regarding any product or service it is providing you.
11. CREDIT CARD PAYMENTS CHARGE
11.1 Payments made by direct deposit will not incur a merchant service fee in addition to the total amount payable.
12. BEST PRICE GUARANTEE
12.1 When you make your booking direct with us, we guarantee the lowest rate available on the date your booking is made (Best Price Guarantee).
12.2 If you find a lower publicly available rate offered by a third party on the same date your booking is made for the same hotel, same travel dates, same room type and same occupancy as those of your booking, we will match the lower price upon presentation of satisfactory evidence being provided.
12.3 The Best Price Guarantee does not apply to special rates offered by us as part of any sales or promotions after the date your booking is made, rates available only to members of any loyalty or other types of programs, government rates, group booking rates and rates which cannot be independently verified by us.
14. GUEST CONDUCT POLICY
14.1 A Guest Conduct Policy applies at Craigmuir Lake House and including Campground. By agreeing to these Terms and Conditions, you also agree to comply with the Guest Conduct Policy
14.2 In addition to the Guest Conduct Policy, you and your party must at all times comply with all rules, procedures and policies that apply to Craigmuir Lake House and Campground (if applicable) and notified to you by Craigmuir Lake House or any of its staff from time to time (whether verbally, on signage placed around the property or Campground, via email or published on our website www.craigmuirlakehouse.com.
15. PRE-ARRIVAL EMAIL COMMUNICATIONS
15.1 By agreeing to these Terms and Conditions, you consent to Craigmuir Lake house sending you pre-arrival email communications using the email that you provide with your booking. These pre-arrival emails will contain information relevant to your stay at Craigmuir Lake House or Campground (such as check-in requirements) and may include marketing and promotional material about Criagmuir Lake House. You can opt-out of receiving these pre-arrival emails at any time by clicking on the unsubscribe link in the emails.
16. MAKING A COMPLAINT
16.1 In the unlikely event that you wish to make a complaint during your stay and to ensure that we are given the opportunity to resolve the issue, you must immediately notify your host of the guest house or campground where you are staying of your complaint. If your complaint relates to a service which is provided by a Third Party Supplier then you will need to direct your complaint to the relevant Third Party Supplier. If a problem cannot be resolved to your satisfaction during your stay and you wish to follow this up, you may write to us on your return to the following address:
Craigmuir Lake House, 16 Kalimna Drive, Mooroopna Vic 3629 Australia or email us at: firstname.lastname@example.org
16.2 You must provide your booking reference number and full details of your complaint within 14 days from the last night of your stay at Craigmuir Lake House. We will only accept complaints from the person who made booking. If your complaint is written on behalf of other members of your travelling party, their full names and booking reference numbers must be clearly stated in the correspondence together with their authority for you to handle the complaint on their behalf. If you made your booking through a travel agent or tour operator then all communications regarding your complaint must go through that travel agent or tour operator.