1. Overview

When you book a program or session through Campsies, the provider (the business offering the activity) is the merchant of record for that transaction. This means the provider sets their own cancellation and refund policy, which is displayed on the session booking page before you complete your booking.

Campsies facilitates payments, cancellations, refunds, and credits through the platform on behalf of the provider, but the provider's policy determines your refund eligibility.

2. How Provider Cancellation Policies Work

Each provider on Campsies can configure their own cancellation policy with the following options:

2.1 Early Cancellation Window

Providers set an "early cancellation" period (e.g., 7 days, 14 days before the session starts). If you cancel within this window, you typically receive a full refund of the base price.

2.2 Late Cancellation Penalties

If you cancel after the early cancellation window but before the session starts, a late cancellation penalty may apply. This is typically a percentage of the booking price (e.g., 25%, 50%) set by the provider.

2.3 Mid-Term Withdrawal (for Term Programs)

For ongoing programs like term-based classes, providers may offer prorated refunds if you withdraw early in the term. Some providers set a "withdrawal deadline" (e.g., before session 3 of 10), after which no refunds are available.

2.4 No Refund After Start

Many providers do not offer refunds once a session or program has started, unless required by law or due to exceptional circumstances.

3. How to View Your Cancellation Policy

The specific cancellation policy for your booking is displayed:

• Before booking: On the session booking page, before you complete payment
• In your confirmation: In the booking confirmation email you receive
• In your dashboard: Under "My Bookings" in your account dashboard

4. How to Cancel a Booking

To cancel a booking:

1. Log in to your Campsies account
2. Go to "My Bookings" in your dashboard
3. Find the booking you want to cancel and click "Cancel Booking"
4. Review the refund amount (based on the provider's policy) and confirm

Refunds, where applicable, will be returned to your original payment method within 5–7 business days.

5. Platform Fee

6. Provider Cancellations

If a provider cancels a scheduled session or program for any reason, you will receive a full refund of the amount paid. The refund will be processed automatically within 5–7 business days.

6.1 Provider Accountability

Campsies tracks all provider-initiated cancellations for quality assurance. Providers with frequent cancellations may face penalties, including:

• 1-2 cancellations per month: Warning notification only
• 3-4 cancellations per month: 5% penalty fee applied to next payout
• 5+ cancellations per month: 10% penalty fee plus account review

Repeated cancellations or failure to provide adequate notice may result in removal from the platform.

6.2 Exceptional Circumstances

Penalties may be waived for cancellations due to circumstances beyond the provider's control, including: medical emergencies, natural disasters, facility closures, or other force majeure events.

7. Reserve a Spot Bookings (Manual Payment)

For bookings made through "Reserve a Spot" (where payment is collected directly by the provider outside of Campsies), cancellation and refund arrangements are handled directly between you and the provider. Campsies does not process or guarantee refunds for these bookings.

8. Australian Consumer Law

Campsies operates in accordance with the Australian Consumer Law (ACL). Nothing in this policy limits your rights under the ACL. The benefits provided here are in addition to any rights you may have under applicable legislation.

If you believe you have a consumer guarantee issue (e.g., the service was not provided as described), please contact us at [email protected].

9. Contact Us

If you have questions about a specific cancellation policy or need assistance with a refund, please contact:

• The provider: For questions about their specific policy
• Campsies support: [email protected] for platform-related issues