Refund and cancellation policy
What happens when plans change — cancellation windows, refund timelines and how to reach us fast.
Last updated: 14 August 2026
Room bookings
- Flexible rates: free cancellation until 48 hours before 2 pm on arrival day. Cancel later or don't show, and the first night is charged.
- Advance-purchase rates: cheaper, but prepaid and non-refundable. The rate name always says which applies before you book.
- Suite bookings: free cancellation until 72 hours before arrival on flexible rates.
Packages, spa & experiences
Stay packages follow the room cancellation rules above. Spa treatments, day passes and dining reservations can be moved or cancelled free of charge up to 24 hours ahead — inside 24 hours we charge 50%, and no-shows are charged in full. Gift vouchers never expire and are refundable to the original purchaser within 30 days of purchase if unused.
Weddings & events
Event deposits (20%) are refundable within 14 days of booking, then non-refundable as the date is held exclusively. Cancellations more than 90 days out get all further payments returned; inside 90 days, a sliding scale applies based on costs already committed — the full schedule is in your event contract, and your coordinator walks you through it before you sign.
How refunds are paid
Approved refunds go back to the original payment method within 5–10 business days. If something goes wrong on our side — a room we can't honour, an event we cancel — you're refunded in full, always.
To cancel or move a booking: solarispalace@gmail.com or +61 7 5524 9699 (24/7). Have your confirmation email handy if you can.