Terms & Conditions

Thank you for choosing to stay at BIG4 Tweed Billabong Holiday Park.  Please read the following booking terms and conditions for your stay.  By paying a deposit for your booking you confirm the acceptance of your booking and agreement with these terms and conditions and Park Rules (also listed below).

CREDIT CARD GUARANTEE: All bookings require a credit card for security.  Your credit card number will be held by an encrypted link for the duration of your booking and stay.  Charges can be made to this as requested.  This can be used as a bond for hire equipment or shop items can be placed on your account for charging at check-out or after.  Damages or loss incurred from your cabin or site may also be charged to this card.  This could include, but not be limited to loss of items from your cabin, damages or non returns of hire equipment, loss of keys or damages to the site such as a broken tap ($80 fee minimum).   Should you not own a credit card, a $300 cash bond is required for all bookings.

CHARGES: All rates shown are for a base rate of 2 guests.  All additional guests are charged per person per night.  Your confirmation letter will outline the number of guests you have booked and paid for.  Should you fail to advise and pay for additional guests, you will be asked to vacate the park.  A refund will not be issued for nights not stayed.

TRAVEL INSURANCE: We recommend all guests take out Travel Insurance for their holidays. This should protect against the unlikely event that you may be forced to cancel.  Examples of unforeseen circumstances: In case of bad weather (ie. excess rain), death in family, transport difficulties (ie. plane strike or flights being cancelled), severe emergency events (ie. flood, fire) – these are just some issues you may face. Insurance policies vary between companies so take the time to research thoroughly to ensure you are protected against all issues that may be encountered.

BUNK BEDS:  Please note that children under the age of 9 are not permitted to sleep in the top bunk. Please advise Reception ASAP if you need to change your cabin due to this ruling.

PARKING:  One car park is allocated per Site or Cabin. Additional cars must be parked in the visitor’s car park. Please advise reception ASAP if you have a boat or trailor. We suggest that you leave your boat in your carpark if it fits, and your car in the visitor’s carpark. If you have any questions prior to arrival, please contact us.

RIDING EQUIPMENT–  Bikes, skateboards, rip sticks, go carts and scooters:

We do allow children to bring their own riding equipment to use in the Park.  We do not allow motorised scooters or any other motorised equipment.  The park has a “No Helmet No Ride” policy. Please remember to pack helmets when packing riding equipment. There are other conditions such as no riding after dark or around certain areas of the park. Children will be issued with a bike licence upon arrival. If they fail to follow the rules set out in this licence, the equipment will be confiscated for the remainder of their holiday.

PETS:  The Park does not accept pets. Please ask reception for information on the closest Pet Motel.

CHECK-IN and CHECK-OUT: Check-in: Cabins 2pm. Sites 12noon. NSW times

Check-out: 10am

Office hours are below (NSW time)

Mon: 8am – 7pm
Tue: 8am – 7pm
Wed: 8am – 7pm
Thu: 8am – 7pm
Fri: 8am – 8pm
Sat: 8am – 7pm
Sun: 8am – 6pm

If you plan to arrive after the office is closed, please advise reception so that we can arrange an after-hours check-in service.

We operate on NSW time during Day Light Saving months.

PAYMENT METHODS:  Call us and pay by Credit card over the phone (Mastercard or Visa only. Sorry we do not accept Diners or Amex).

You can also make a booking over the phone and pay via crypto currency (bitcoin, litecoin, binance coin).

BPAY:  Your confirmation letter will outline BPAY details for your booking.  For large Christmas bookings for example, we recommend that you setup a monthly BPAY debit from your account to avoid the pre christmas lump sum.

Balances are due 60 days prior to arrival for all bookings during school holidays and other high periods.  For off peak bookings, your balance can be paid on arrival.

Payment plans can be arranged if you would like to pay a small amount every month for example.

NB – a transaction fee applies where a credit card is used (between 1.0 – 1.5% depending on the card).

CLEANING AND DAMAGES: The guest agrees to leave their accommodation/site and any equipment or facilities used in working order and clean and tidy condition. Damages or loss incurred from your cabin or site may be charged to your credit card.  This could include, but not be limited to loss of items from your cabin, damages or non returns of hire equipment, loss of keys or damages to the site such as a broken tap ($80 fee minimum).  If the cabin or site is found to be excessively dirty an excess cleaning fee of $60 per hour until clean. All damages, breakages or losses including furniture and furnishings, are to be reported and paid for by the guest. Any faults or breakages discovered by the guest must be reported within one (1) hour of arrival or we may consider damages to be responsibility of the guest.

GUARANTEED SITES: Please note that we do not guarantee site or cabin  numbers. You are booking a site or cabin type.  Sites and cabins are allocated at the discretion of the park and may be moved without notice to a site or cabin of the same type.  Changes may occur to accommodate other bookings or for maintenance issues for example.  We do endeavour to please our guests in maintaining their requests however, Management reserves the right to move bookings to the same type if necessary.

-Any changes to your reservation are subject to availability.

-All tariffs shown are Australian dollars and inclusive of GST.  Please note that tariffs change on a regular basis and a price is not confirmed until the booking is made and deposit paid.

-Adult’s rates apply to persons from 16 years. Children’s rates apply to guests aged 3-15 years. There is no charge under 2 years and under.

NO SHOW: Guests who arrive later than their booked date will forfeit the cost of the unused nights.

-Failure to advise of your cancellation, or if you do not arrive by 10am on the day after your scheduled arrival date, may result in your booking being cancelled without any refund to you.

Minimum night stays apply during all school holidays and long weekends. Weekends require a minimum of 2 nights booking with 1 night bookings considered on the day of arrival. Additional cleaning fees may apply for accommodation bookings of one night only.

RATES: All rates quoted are based on the best rate of that day.  Rates vary often and can change without notice.  By making a booking and paying a deposit, you will lock in that rate for your booking.  Rates are not confirmed until your deposit is paid.

LINEN: Bath towels and bedding, including sheets, blankets/doonas, pillows and pillow cases, are provided to all beds. Please bring your own pool and beach towels.

BIG4 MEMEBERSHIP:  Cards must be valid at the time of arrival and in the name of the guest arriving to receive applicable discounts.

PHOTOGRAPHY: You and your children may be photographed for marketing purposes.  Please advise upon check-in if you do not wish to be photographed.

DEPOSITS AND BALANCE PAYMENTS

When booking you will be advised as to which season your reservation falls in.

LOW SEASON:

Deposit: A deposit of 2 night’s stay is required at the time of making the booking.  For low season bookings, your balance can be paid on arrival.

Refunds:  Low Season:  Refunds will only be given if you notify us of cancellation 7 days prior to arrival.  This includes amendments or reductions to your booking dates or guests.

Refunds are not given for bad weather, health or if you decide to leave early for any reason.  We recommend that you purchase travel insurance.

If you are asked to leave the park for any reason, you will not be refunded the remainder of your stay.

HIGH SEASON:  Includes high seasons, school holidays, special events and long weekends.

Deposits:  A deposit of 2 night’s stay is required at the time of booking.  Should your deposit not be received within 2 days, the booking will be cancelled.

-The balance payment for your stay is payable 60 days prior to arrival.  You are welcome to make instalment payments over the year by direct deposit.

Cancellations:  Deposits for reservations made wholly or partially in high season will be refunded if you notify the Park of your cancellation at least 60 days prior to your scheduled arrival.

If you provide less than 60 days notice of cancellation, your pre-payments will only be refunded if the site or cabin is able to be resold for the entire period of the booking.

-A reduction in the number of nights or the numbers of guests is classified as a cancellation and the same policy applies. -If you decide to depart early for any reason, no refunds will be given.  -Please note BIG4 Tweed Billabong cannot be responsible for changes in weather. We do not allow refunds due to weather conditions. We recommend that you take out travel insurance to insure yourself against cancellations due to illness, travel interruptions or theft during your holiday. -Some rates or packages may have special deposit and cancellations policies and are not be changed and/or cancelled. This will be advised in the individual conditions at the time of booking and on your confirmation

WINTER SEASON:  Includes June, July and August. Excludes Cooly Rocks On Festival bookings and June-July holidays (these are high season).

For short stays of less than 14 nights:

-A deposit of 2 night’s stay is required at the time of booking.  Should your deposit not be received within 2 days, the booking will be cancelled.

-The balance payment for your stay is payable on arrival.

-Deposits will be refunded in full in the Park is notified of your cancellation before 9am on the day prior to your scheduled arrival.

For long stay booking of 15 nights or more:

-A deposit of 2 night’s stay is required at the time of booking.  Should your deposit not be received within 2 days, the booking will be cancelled.

-A further deposit equal to 1 week’s stay is required by 1st May each year, along with your confirmed arrival and departure dates.

-The balance payment for your stay is payable on arrival.

-Once arrived, a minimum of 2 weeks payment is required at a time. Should you reduce your stay and leave early, the difference in the weekly rate will be payable.

-These deposits will be refunded if cancellation is notified 28 days prior to arrival. If less than 28 days notice is given, your 1 week’s deposit will be retained.  A deposit refund will only be issued if the site or cabin is resold in full for those dates.

LONG STAY RATES (LSR)

– LSR are only available from 25th April – 15th September 2016 and not during school holidays (other than June/July holidays).

-LSR are only available for a minimum of 28 nights stay, all stays must be in a continuous stay.  Rates are either for 4 weeks plus, 8 weeks plus and 12 weeks plus.

-LSR do apply over June/July holidays. However, LSR do not apply over NSW and QLD Easter and Sept/Oct school holidays. Any nights of stay during these periods will be at standard rates.

-An additional charge of $10 per night for sites and $40 per night for cabins over the Cooly Rocks On peak 5 night period.

-Valid for Senior guests only on production of a valid Seniors card.

-Maximum stay is 16 weeks.

-Rates are for 2 guests only.  Any additional guests at standard rates.

-Not valid with any other discounts except for a once off BIG4 discount on arrival of $40 for both Perks+ and VIPerks members.

High Season Deposits for short stays during the June/July school holidays

Includes high seasons, school holidays, special events and long weekends.

-A deposit of 2 night’s stay is required at the time of booking.  Should your deposit not be received within 2 days, the booking will be cancelled.

-The balance payment for your stay is payable 60 days prior to arrival.  You are welcome to make instalment payments over the year by direct deposit.

High Season Cancellations

Deposits for reservations made wholly or partially in high season will be refunded if you notify the Park of your cancellation at least 60 days prior to your scheduled arrival.

If you provide less than 60 days notice of cancellation, your pre-payments will only be refunded if the site or cabin is able to be resold for the entire period of the booking.

-A reduction in the number of nights or the numbers of guests is classified as a cancellation and the same policy applies. -If you decide to depart early for any reason, no refunds will be given.  -Please note BIG4 Tweed Billabong cannot be responsible for changes in weather. We do not allow refunds due to weather conditions. We recommend that you take out travel insurance to insure yourself against cancellations due to illness, travel interruptions or theft during your holiday. -Some rates or packages may have special deposit and cancellations policies and are not be changed and/or cancelled. This will be advised in the individual conditions at the time of booking and on your confirmation.

SOME PARK RULES

VISITORS:  Additional visitors staying overnight must be registered at the office and visitor fees paid in advance. Visitors coming to use the facilities during the day must also be registered at the office and a day use fee paid in advance.

NOISE:  The Park has a ‘No party policy’. Sound from TV, Radios etc., must be at a level so as not to interfere with the quiet enjoyment of other guests and residents.  All guests are required to show consideration for others by ceasing all noise by 10 p.m.  Excessive noise or abusive language will not be tolerated at any time.

SPEED LIMIT: All roads are shared use.  Help us keep everyone safe by keeping to a speed limit of walking pace or 10km per hour.

PARKING: One car space is allocated per site/cabin. Please park your vehicle within the boundaries of your site and not on the roadways. Boats will only be accepted on site providing they fit and are approved by management.  Visitors should park their car in the visitor parking area or in Holden Street. No visitor cars are allowed in the park without consent from management.

SECURITY GATES: Please use your pin number every time you enter and exit through the gates. These are erected for the safety and security of all guests. Please do not tail through the gate after another vehicle. Failure to comply with this may result in damage to your vehicle and our gate. Damage to our gate will be the responsibility of the guest.

PERSONAL BELONGINGS:  Be considerate of others and ensure your site and belongings are kept secure and tidy at all times and within the boundaries of your site or cabin.  Management offers all care but accepts no responsibility for loss, theft, damage or injury within the park area.

AMENITIES: The main amenities are situated in the centre of the park and are open 24 hours for your convenience.  Please consider others when using these facilities by leaving them in a neat and tidy condition.  A family bathroom and babies bathroom are also provided for your convenience.  A key is required from reception for the family bathroom.

LAUNDRY: The Laundry is located on the western side of the main amenities.  It has coin operated washing machines and driers for your use. The laundries are open 8am – 8pm for your convenience. Please use the clothes drying lines behind the laundry.  Do not erect temporary clothes lines on your site/accommodation, they WILL NOT BE PERMITTED. Ironing boards are also located in the laundry. Washing powder is available in a coin operated machine in the laundry or for purchase from reception.

All children under 12 years must be accompanied by an adult and be supervised at all times in the amenities and laundry areas.

DUMP POINT: The Dump Point is located on the eastern side of the main amenities.  Please use our dump point to discard of waste matter from – porta-loos, motor homes or caravan toilets. Please do not empty these in our amenity blocks.

Mechanical repairs are not to be carried out on sites.  Only registered vehicles are permitted within the confines of the park.  Details of all cars, caravans, vehicles and boats must be registered at reception prior to entering the park.

BBQ AREAS: There are free BBQ’s provided in the camp kitchen and next to the Coolabah Cabins and are available for use from 7:30am to 9:30pm.  Please leave these BBQ’s how you would like to find them after your use.

CAMP KITCHEN: The camp kitchen is provided for your convenience. Please leave clean after your use. No bait to be kept in fridge.

WASHING DISHES: Please use the sink provided in the camp kitchen and in the laundry (marked dish washing).  Please do not use the laundry tubs or hand basins to wash dishes.

YOU’VE CAUGHT A FISH?  Please do not clean fish in the camp kitchen or amenities building.

SMOKING:  All park owned buildings, structures, amenities building, laundry, playgrounds, pool area and park owned dwellings are ‘smoke free zones’.

POOL:  The pool is open from 8am- 8pm in summer months, and 8am -6:00pm in winter.  Persons entering the pool do so at their own risk.  No alcohol to be taken into the pool area. Glass is strictly prohibited from the pool area. Rough behaviour, excessive splashing, running or jumping in and around the pool area is dangerous and is not permitted. The pool is for the use of tenants and registered visitors only, no day visitors. Children under the age of 11 years must be supervised at all times by a responsible person 15 years or over.  Only accredited swimming and safety aids are permitted in the pool or pool area (no surfboards, boogie boards or inflatable tubes).

SITES:    No open fires are to be lit at any time.  Gas BBQs may be used on sites provided care is taken not to burn the grass.  The use of generators is not permitted after 8pm.  No clothes-lines are allowed on sites.  No fences or barriers acting as fences are allowed around sites.  Guests are required to keep external lighting of caravans or tents at a level that will not disturb others.  Trenches are not to be dug around tents or annexes.  The feeding of birds or other wildlife is not permitted.