Cancellation & Refund Policy – Secrets on the Lake

1. Deposits

• A $100 deposit secures all High Tea and Group Event bookings. For groups over 30 guests, a higher deposit will be required – Usually $350 which can also cover the room hire fee for The Hideaway or The Gallery.
• Deposits are strictly non-refundable. Please read below for particulars.
• The deposit contributes to administrative and preparation costs associated with your booking and ensures your place is held exclusively for you.
• Where a booking is cancelled in line with our policy, the deposit may be transferred once to a future date (subject to notice periods below).

2. High Tea | Smaller Group Bookings (Up to 20 Guests)

• A deposit of $100 is required to secure High Tea group bookings and all events must be paid in full 48 hours prior to the booking date. 
• Deposits are non-refundable.
• Cancellations between 7 days and 48 hours before the booking:
  The deposit is forfeited and will not be returned, credited, or exchanged under any circumstances. It is retained to cover administrative, staffing, and preparation costs incurred at the time of booking. 
• Cancellations within 48 hours of the booking or no-shows:
  In the event of a cancellation, the deposit is non-refundable and will be retained to cover administrative, staffing, and preparation costs.

3. Large Group Bookings (Over 20 Guests / Private Events)

• A deposit of $350 is required to secure large group bookings and all events must be paid in full 7 days prior to the booking date. 
• Deposits are non-refundable.
• Cancellations between 7–14 days before the event:
  The deposit is forfeited and will not be returned, credited, or exchanged under any circumstances. It is retained to cover administrative, staffing, and preparation costs incurred at the time of booking. 
• Cancellations within 7 days of the event:
  In the event of a cancellation, the deposit is non-refundable and will be retained to cover administrative, staffing, and preparation costs.

4. Postponements

• Bookings may be postponed once only, provided the correct notice has been given as above.
• The rescheduled date must fall within three months of the original booking.
• Any further changes will be treated as a cancellation.

5. COVID-19, Weather & Force Majeure

We understand that unforeseen circumstances may arise.
If your event cannot proceed due to government restrictions, severe weather, natural disaster, or other force majeure events, we will:

• Offer a full transfer of your deposit to a rescheduled date within six months, or
• Apply the deposit as a credit toward a future booking.

Refunds are not available, but we aim to work with you fairly and in good faith to reschedule where possible.

6. No-Shows

Failure to attend your booking without prior notice will result in the forfeiture of the deposit and may incur a cancellation charge up to 100% of the total booking value.

7. Event Alterations by Secrets on the Lake

If Secrets on the Lake must cancel or reschedule your event for reasons beyond our control, your deposit will be fully transferable or applied as a credit, valid for six months.

8. Compliance with Australian Consumer Law

This policy complies with the Australian Consumer Law.
Our non-refundable deposits and cancellation fees are a genuine pre-estimate of loss, covering administrative time, preparation, staff allocation, and loss of opportunity.

9. How to Cancel or Amend a Booking

Cancellations or amendments must be made in writing to info@secretsonthelake.com.au or by calling (07) 5478 5888 during business hours.
The date of receipt of your notice will be the official cancellation date.

10. Meal Selection Policy

All meal selections must be provided within the requested timeframe. If meal choices are not received after a reasonable request, management reserves the right to select meals on behalf of the guest and serve an alternate drop at the chef’s discretion.