1. The principle
Two layers apply to every booking we place: the supplier's own cancellation policy (the hotel rate, the restaurant deposit, the ticket terms) and our concierge service fee. Your written confirmation states the exact deadlines and amounts that apply to your booking before you commit — there is no generic fine print to discover afterward. This page explains how the two layers interact.
2. Concierge service fees
Simple bookings placed at published rates carry no separate service fee — we are compensated by the supplier. Complex itineraries, event production and multi-element packages may carry a planning fee, quoted separately and agreed in writing before work begins. Once itinerary work has started, planning fees are non-refundable because the work has been delivered; if we cannot deliver the core of what was quoted, the fee is refunded in full.
3. Accommodation cancellations
Hotel cancellations follow the rate you chose: flexible rates typically allow cancellation 24–72 hours before arrival without charge; advance-purchase and event-weekend rates may be non-refundable or carry a first-night penalty. The deadline appears on your confirmation in local Perth time (AWST). Where a prepaid rate forces a cancellation, we will often be able to negotiate a date change or partial credit with the hotel — ask before assuming the money is gone.
4. Experiences, dining and tickets
Spa and dining cancellations follow the venue's schedule — typically 24–48 hours, longer for private dining and chef's counters where the menu is prepared for you. Experience bookings (golf, cruises, charters) carry operator terms, commonly 48 hours to 7 days. Show and event tickets are generally non-refundable once issued except where the event is cancelled or rescheduled; in that case we process the promoter's refund or credit to your original payment method without adding our own fee.
5. Packages and partial cancellations
Where elements are bundled (room plus dinner plus spa), cancelling one element reverts that element to its own terms — the rest of the package stands at its individual pricing. We re-issue a confirmation showing the recalculated total. Cancelling an entire package uses the strictest applicable deadline among its elements for the deposit portion; your confirmation spells this out at booking.
6. How to cancel or change
One message to [email protected] or a call to +61 8 9362 8888 (daily 7:00–23:00 AWST) starts it — give your confirmation reference and what you want changed. We confirm receipt within business hours and notify the supplier the same day. Requests received after the relevant deadline are honoured where the supplier allows, and where they do not, we will tell you the options honestly — including resale or re-timing where the supplier supports it.
7. Refund processing
Refunds go back to the original payment method once the supplier confirms the release — typically 3–10 business days for card refunds, longer for international transfers. We send written confirmation of the refund amount and timing; a copy of the supplier's credit is available on request. Currency conversions for international cards are your bank's rates, not ours — a small variance on the returned amount is normal and beyond our control.
8. Disputes and complaints
If you believe a charge or refund is wrong, contact us first — most issues resolve in one email. If we cannot resolve it, you may escalate to your card provider, your state consumer affairs body, or the ACCC. Nothing in this policy limits your rights under Australian Consumer Law. Refund correspondence: [email protected] or Stay in Style AUS Pty Ltd, Bolton Avenue and Great Eastern Highway, Burswood, Perth WA 6100, Australia.
