Terms and conditions for campgrounds and accommodation
The following terms and conditions apply to online bookings for accommodations and campgrounds in NSW national parks.
Summary of changes 1 November 2021
What are the changes?
- We are introducing unlimited changes to bookings.
- We are introducing online changes and cancellations.
- We are reducing cancellation fees.
- We are improving the unforeseen closure and refund process.
How can I change or cancel my booking online?
In your confirmation emails there is a link to sign in to your account. The sign-in can also be accessed when booking any property from the menu in the top right-hand corner. Once signed in you can navigate to any booking made in the NPWS booking system.
You can change or cancel your booking provided you are within the terms and conditions of your stay. You can make as many changes online as you like, but you will be required to pay any difference in price. You will receive partial refund for any reductions.
What changes are available online?
You can change your dates and number of people online. Arrival date changes are available between 8 and 150 days from arrival.
Can I change number of people throughout my stay online?
You can only change the number of people for the entirety of each booking. You will need to make multiple bookings back to back online or you will need an assisted transaction.
How have cancellation fees improved?
We shortened the no-refund period to 7 days. Previously, refunds were not available within 14 days. The refund amount will depend on the notice period from the arrival date, for example:
- 0 to 7 days: No refund
- 8 to 30 days: 50% refund
- 31 or more days: 75% refund
- All booking fees are non-refundable
How has the refund process improved?
Our previous terms and conditions offered an alternative date or refund in case a campground or accommodation closes. This required us to reach out to you and you were required to tell us about your preference, often requiring multiple calls. We will now provide you with a refund back to the card used when making a booking. Most customers will have refunds available to them within 3 days.
Booking terms and conditions
Property fees and charges
The Property fee will be charged in full at the time of booking. The total fee charged will include an additional non-refundable booking fee.
Changes and cancellation policies
If You need to cancel or change your booking, You can do it by:
- managing your booking online; or
- calling 1300 072 757 (phone assisted cancellations/changes).
Fees incurred due to changes to Your booking will be payable at the time of the change. Where changes result in a reduction of the booking value, a percentage refund may be provided subject to the policy terms and timeframes included below.
Refunds of cancellations
- A 75% refund (with the exception of the booking fee) will be made if You cancel any part of the booking 31 days or more prior to the first day of the booking.
- A 50% refund (with the exception of the booking fee) will be made if You cancel any part of the booking 8 to 30 days prior to the first day of the booking.
- No refund will be made if You cancel any part of the booking less than 7 days prior to the first day of the booking or any time after.
- 0 to 7 days: No refund
- 8 to 30 days: 50% refund (less booking fee)
- 31 or more days: 75% refund (less booking fee)
All booking fees are non-refundable.
Changes and transfer of booking dates
If the property’s booking window permits, You can transfer Your booking(s) for the period between 150 days and 8 days before the first day of the original booking.
When transferring Your booking, You must choose an alternate date. If You do not provide an alternate date, Your booking will be cancelled as per the above “Changes and cancellations” and “Refunds of cancellations” terms.
Bookings must be transferred in their entirety. Dates cannot be transferred into multiple bookings.
Bookings can only be transferred within the same property / site type.
You and Your guests must comply with these terms and conditions for the use of the Property.
NPWS allows the use of the Property for short term stays only. Any other proposed use of the Property, such as for an event or commercial purpose will require prior written approval from NPWS. On-selling of bookings is not permitted.
You and Your guests must physically occupy the Property. The Property may not be left unattended for more than 24 hours, and You must arrive at the Property before 2pm of the day after your booked arrival date.
If NPWS becomes aware of any breach of these terms before or during the booking period, the booking will be void and NPWS reserves the right to require You to vacate the Property, and may make the booking available to other customers.
Check in and check out timesCheck in and check out times must be adhered to. Additional charges may apply for check in or check out, other than the times specified.
National park use fees
The cost of Your booking does not include fees such as but not limited to, vehicle entry fees or landing fees. Where fees apply, it is Your responsibility to ensure You have a valid pass for the duration of Your visit. See more information about passes and fees.
Changes and cancellations by NPWS
Unforeseen park operational issues and management obligations including but not limited to extreme weather events, fire, natural disasters may mean that the booking cannot be provided. The booking will be cancelled and a full refund provided, including any booking fee paid. NPWS will not be liable for any other losses You may incur as a result of this cancellation.
Termination by NPWS
NPWS may terminate the booking prior to Your arrival, by cancelling Your booking, if You:
- breach any legislation
- breach these terms and conditions
NPWS may terminate the booking during Your and Your guests stay at the Property, by asking You and Your guests to leave the park immediately, if You and/or any of Your guests:
- breach any legislation;
- breach these terms and conditions; or
- cause annoyance or nuisance to others; or
- behave unacceptably (including drunken or uncontrolled behaviour, offensive language, malicious or negligent use of facilities, theft or any other form of behaviour deemed inappropriate by NPWS).
No refund will be provided in these circumstances.
Unless a property is closed by NPWS, no refunds will be provided outside of the policy due to bad weather. For more information, check park alerts.
Number of guests
The Property must be occupied by the person nominated on the booking and only be occupied by no more than the number of people specified and paid for in Your booking. NPWS reserves the right to charge for any additional occupants. Limits on the number of bookings accepted at a Property may also be enforced.
If there are additional occupants beyond the number specified in Your booking, NPWS reserves the right to turn them away. No refund will be provided if a lesser number of occupants arrive to those paid for in Your booking.
Unaccompanied minors and under 18 years old
You must be over the age of 18 to make a booking. You may accompany guests under the age of 18 as the responsible adult such as a parent, step-parent, guardian or other adult who has parental rights and responsibilities.
If You are under the age of 18 or any of Your guests are found to be under the age of 18 and not accompanied by a responsible adult, NPWS reserves the right to immediately cancel Your booking and no refund will be provided.
NSW national parks are no smoking areas.
Pets and domestic animals (other than certified assistance animals) are not permitted in national parks.
Any monies, valuables, goods or vehicles that belong to You which are brought into the Property remain Your responsibility. NPWS is not responsible for their safekeeping and will not replace damaged, lost or stolen items.
PrivacyYour personal information will be held and used in accordance with Our Privacy Management Plan and Guidelines as amended from time to time.
You are responsible and liable for the actions of You and Your guests at the Property, for the duration of the booking. You must ensure You and all Your guests comply with these terms and conditions, as well as any additional conditions specified on notices provided.
You and Your guests may be required to provide photo ID (including proof of age) to confirm Your booking. If You are requested to provide photo ID and You are unable or unwilling to do so, Your booking may be cancelled, no refund provided.
NPWS expects You to use the Property reasonably. NPWS reserves the right to invoice or charge additional fees if the Property is damaged, left in an unreasonable or unsatisfactory condition, and/or Property items are broken or lost.
We strongly recommend You and Your guests purchase comprehensive travel insurance. You and Your guests should be satisfied that Your chosen insurance cover fully meets Your personal requirements especially in respect of inclement weather, personal injury or illness.
Acknowledgement of terms
NPWS, We, Us, Our: NPWS, which is part of the Department of Planning and Environment.
You, Your, User: The person nominated on the booking.
Property: the campsite or accommodation managed by NPWS, or location on lands managed by NPWS, and referred to in the booking.
These terms and conditions apply in relation to any booking made for or by You on any booking system operated by the National Parks and Wildlife Service (NPWS) (ABN 20 770 707 468). Bookings initiated through a 3rd party source may be subject to varied booking terms and conditions.
You and Your guests are required to comply with all applicable legislation whilst on lands managed by NPWS, including the National Parks and Wildlife Act 1974 and the National Parks and Wildlife Regulation 2019. NPWS reserves the right to make amendments to these terms and conditions from time to time. NPWS will notify You if You hold a future booking which may be affected by any amendments to these terms and conditions. NPWS reserves the right to alter pricing at any time. Unless notified otherwise, booking charges and cancellation terms will apply as sold at the time of booking.