Our Business

By staying with us and choosing The Headwaters Eco Lodge as your accommodation, you are not only supporting our business, our sustainability philosophy and practices
but as a charitable trust, the Glenorchy Community. We thank you for your business.

Payment for Bookings – Independent travellers and leisure, packages, small group bookings 

Payment for online bookings at The Headwaters Eco Lodge, outside of 48 hours from the arrival date, are provided with two options.

Guests are able to make payment in full, using their credit card at the time of booking.

Guests are able to secure their booking using a valid credit card, without making payment. A deposit of one night of the accommodation total may be charged to the
credit card 48 hours prior to the arrival date. The balance will be due upon arrival.

For all online bookings made within 48 hours of arrival to The Headwaters Eco Lodge, a full payment via credit card is due upon booking.

For small group bookings of 3 to 4 rooms a payment equivalent to 100% of the accommodation booking total may be charged to the credit card 14 days prior to the
arrival date.

Payment for Bookings – Groups, events, occasions and leadership and corporate retreats

To secure your event at The Headwaters Eco Lodge, we require a non-refundable deposit of 20% of the total accommodation and event pricing. While the deposit is non-
refundable it is fully transferable across dates and does not expire. We always work closely with all clients and guests to ensure alternative arrangements can be made
should a cancellation occur.

60% of the remaining total of the booking is due 30 working days prior to your arrival date. The remaining 20% of the outstanding amount is due 10 days after the event date. If applicable, any additional charges occurred during the event will be discussed and included in this final event invoice.

All payments can be made via bank transfer into our New Zealand bank account. Alternatively we can send you a secure encrypted site to enter credit card details for
The Headwaters Eco Lodge to withdraw all agreed payments. Any additional charges such as international bank payment fees or credit card surcharges incurred during the payment process must be paid by the client.

Cancellation & Refund Policy – Independent travellers and leisure, packages, small group bookings

All The Headwaters Eco Lodge properties are owned by a Charitable Trust. To help preserve our ability to generate a profit, 100% of which goes to the Glenorchy
Community Trust, our cancellation policy is as follows. 

Cancellations outside of 48 hours of the arrival date may occur without payment. If a deposit was made, a full refund is available. Guests may choose to transfer any deposits to a new booking if applicable.

Cancellations within 48 hours of the arrival date will incur a charge equivalent to one night of the accommodation total. Charges will be applied to the valid credit card
supplied at the time of booking. 

‘No-shows’ will incur a charge equivalent to the full cost of the accommodation.

Policy Exception to High Season Period. 20th December to the 26th January is considered a 'High Season Period'. All bookings cancelled or modified within 14 days
of the arrival date during this period will incur a charge for all room nights booked.

Cancellation & Refund Policy – Groups, events, occasions and leadership and corporate retreats

For cancellations made more than 30 days before the arrival and event date, a full refund, less the lifetime transferable deposit, is applicable. For cancellations less than
30 days before the arrival and event date, no refunds are applicable.

Covid 19 Policy – all bookings

The safety and well-being of our guests is important to The Headwaters Eco Lodge. As such, our property will work closely with all guests allowing for flexibility while being
reasonable with alternative dates and arrangements.

In circumstances where the cancellation is due to a Covid-enforced travel restrictions, and we are unable to operate the event and/or our accommodation as planned, or the ability to travel is affected, we will issue a refund less any unrecoverable costs.

The Headwaters Eco Lodge is not responsible for any incidental expenses that guests may have incurred as a result of booking, including, but not limited to travel insurance excess, non-refundable flights or visas, and any event catering costs incurred.

Cancellation policy: Dinners and special event nights

Bookings cancelled within 24 hours of the dinner of event will receive no refund.

The Headwaters Eco Lodge reserves the right to cancel or amend any event dates in
the interest of customers safety and comfort.

Cancellation policy: Massage bookings

Bookings cancelled more than 24 hours but less than 48 hours before the massage appointment will incur a 50% cancellation fee.

No refund if cancelled within 24 hours prior to the massage appointment, failure to join the service or no-show.
- The Headwaters Eco Lodge reserves the right to charge an alteration fee.
- The Headwaters Eco Lodge reserves the right to cancel or amend any travel/in
house service in the interests of customer safety and comfort.

Cancellation policy: Transport bookings

Bookings cancelled more than 24 hours but less than 48 hours before the trip departure time will incur a 50% cancellation fee.
No refund if cancelled within 24 hours prior to departure, failure to join the service, no-show, or cancellation after departure.
- The Headwaters Eco Lodge reserves the right to charge an alteration fee
- The Headwaters Eco Lodge reserves the right to cancel or amend any travel in
the interests of customer safety and comfort.

Force Majeure

The Headwaters Eco Lodge accepts no liability where the contract is affected by 'force majeure'. In the context of these terms and conditions, 'force majeure' is any event that we could not, even with due care, foresee or avoid. These events include but are not limited to war, threat of war, riot, civil commotion or strife, hostilities, industrial
dispute, natural disaster, fire, acts of God, terrorist activity, nuclear disaster, adverse weather, technical problems with transportation or other events outside our control.

Travel Insurance

To protect you against unexpected changes to travel plans The Headwaters Eco Lodge
highly recommends all guests carry travel insurance.

Rates, GST and Credit Card Payments

Prices and information are subject to availability and rates at the actual time of booking. The Headwaters Eco Lodge reserves the right to amend online advertised
rates at any time. Any rate adjustments do not affect any confirmed bookings already in place. All rates discussed and agreed on are in New Zealand dollars (NZD) and
include a 15% Goods and Services Tax (GST). Please note that credit card payments made with The Headwaters Eco Lodge incur a 2.5% surcharge.

Room Key Replacement

Any unreturned, misplaced or lost room keys may incur a $25.00 NZD replacement charge.

New Zealand Public Holidays

Surcharges may apply to bookings and any additional services requested on Public Holidays (e.g. housekeeping/servicing, pantry stocking, concierge services).

Age of Guests

Any guest making a booking must be over 18 years of age and all guests unaccompanied by a parent or guardian must also be over 18 years of age unless
otherwise arranged directly with The Headwaters Eco Lodge. Guests under the age of 3, when booking are classed as infants and stay free of charge when using existing
bedding. If a baby cot is required these can be provided at an additional cost.

The Headwaters Eco Lodge Office Hours and Check In/Out agreements

Our host team are available for between 12 and 15 hours per day, Monday to Sunday and can be contactable via our host team mobile phone outside of these hours. All The Headwaters Eco Lodge team members are located within a close vicinity of the property and are on call to receive calls in cases of emergency.

Check-in is no earlier than 2:00PM and Check-out is no later than 10:00AM unless otherwise arranged with us.

Smoking

The Headwaters Eco Lodge is a completely non-smoking environment. A $500.00 NZD fee will be incurred each time, where there is evidence (physical or olfactory) that
smoking has occurred within our premises. This includes any open flames, e-cigarette or vaping devices, inside and within our premises, accommodation and facilities.

Illegal Drugs

Illegal drugs are prohibited on any The Headwaters Eco Lodge facilities or premises. An illegal drug is any drug that is illegal under New Zealand Law. The New
Zealand Police will manage all situations where there is evidence (physical or olfactory) that any illegal drugs connected with a guest, are present on any The Headwaters Eco Lodge premises.

Alcohol

All Lodge premises are guided by the Sale and Supply of Alcohol Act 2012 and regulatory guidelines that dictate the consumption of Alcohol on our premises. Guests
at The Headwaters Eco Lodge agree to abide by New Zealand laws that control the consumption of alcohol on public and private properties including on all the Lodge’s
premises.

Decorations, Alterations and Signs on the Lodge’s premises

No temporary structures, decorations, alterations or signs may be placed in, on or about any Lodge facilities without the prior written approval of The Headwaters Eco
Lodge.

Sustainability

The Headwaters Eco Lodge is an eco-retreat that adheres to a high standard of practice around recycling, waste management and energy efficiency. All guests of the Lodge agree to follow our guidelines and accommodation conditions that enable our eco retreat to operate efficiently and maintain our minimum standards of operation.

Damage and Disruption

All guests agree to not permit any damage/debris on or to our facilities, and/or engage in any activity of any kind which is unlawful, or which constitutes a nuisance or
disturbs the quiet enjoyment by anyone on or adjacent to all Lodge’s premises. 

All guests agree to reimburse The Headwaters Eco Lodge for any costs and expenses incurred to repair or restore the facilities and property arising directly or indirectly
from your use of our facilities, including cleaning, replacement or removal fees incurred during your stay. In any event where fees are incurred during their stay, all
guests agree that these will be charged to the credit card on file for guest rooms.

Liability

The Headwaters Eco Lodge does not accept any responsibility or liability for acts of omission or misrepresentation by third parties that may prevent or disrupt a guest’s
booking.  All information and descriptions listed on any and all The Headwaters owned websites are believed to be accurate and are offered in good faith.  On occasion
and due to circumstances beyond our control, certain features or facilities may not be available and for this we accept no liability. The Headwaters Eco Lodge does not
accept liability for any injury, loss or damage to the guest or their possessions, any member of the guest's party or any visitor with the party, arising out of or in connection with the use of the property.
 

Agreement

All guests agree to the above The Headwaters Eco Lodge terms and conditions by paying the deposit, accommodation charges and security bond (if applicable), either
directly to The Headwaters Eco Lodge or through a booking agent. If booked through a booking agent, all guests are required to authorise the release of their credit card
details to the Lodge and authorises the property to charge guest's credit card for additional cleaning, damage, emergency outcalls and associated collection costs

A note to our Terms and Conditions

Our cancellation terms are non-negotiable and for your own protection, we recommend guests purchase travel insurance. We reserve the right to refuse or cancel
any reservation or booking made directly with us or via a third party. We are not obliged to justify any refusal or cancellation but will refund any deposit paid if, due to
circumstances beyond our control, the accommodation or site we've reserved for you becomes unavailable or unfit for use, we will notify you as soon as possible and a
refund of your deposit will be made in full.

Please note that third party websites may have different terms and conditions and all cancellation requests must be made directly with the agent you booked with. For best
terms we always recommend you book directly with us.