We understand that illness or injury can occur unexpectedly and may impact your plans. Where possible, we offer options to support you if you’re unable to use your booking due to medical reasons.
Please review the information below to understand how cancellations due to illness or injury are assessed.
This policy applies to lift tickets, lessons and rental bookings only.
It does not apply to season‑long products / programs or Epic Australia Pass products.
At a glance: what to expect
Use this guide to find the section that applies to you
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Illness or injury before the start time of your booking
- You may be eligible for a Snow Credit voucher (admin fee applies) -
Illness or injury within 24 hours of a Private Lesson start time
- Private Lessons only (50% credit may apply) -
Illness or injury after your booking has started
- Multi‑day lift tickets, group lessons & rentals only (unused portion may be credited)
A medical certificate is required for all illness or injury cancellations.
If illness or injury occurs before the start time of your booking
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If your cancellation results in a credit, it will be issued as a Snow Credit voucher for future use.- Cash refunds are not available.
Please note: Different conditions apply for Private Lesson bookings if illness or injury occurs within 24 hours of the start time. Please refer to the Private Lesson section below for details.
If illness or injury occurs within 24 hours of your Private Lesson start time
(Private Lesson bookings only)
For Private Lesson bookings, additional conditions apply if illness or injury occurs within 24 hours of the start time of the first day:
- Cancellations will be calculated at 50% of the original purchase price.
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Any resulting credit will be issued as a Snow Credit voucher.
- Cash refunds are not available.
If illness or injury occurs after your booking has started
(Multi-day lift ticket, multi-day group lesson, and multi-day rental bookings)
If illness or injury prevents you from continuing to use a multi‑day lift ticket, group lesson or rental booking after the first day has commenced:
- Any credit offered will reflect the unused days of the product(s).
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Credits will be issued as a Snow Credit voucher.
- Cash refunds are not available.
To be eligible, notification must be received before the scheduled start time on the day you wish to cancel.
Documentation requirements
To assess cancellations due to illness or injury, we require a valid medical certificate.
The medical certificate must:
- Be dated as close to the incident as reasonably possible
- Be submitted within seven (7) days of your cancellation notification
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Confirm:
- The date of diagnosis, and
- That the illness or injury prevents you from skiing or riding for a specified date range that aligns with the duration of your purchased product
How to request a cancellation due to illness or injury
To request cancellation, please contact the Hotham team before the start time and date of your booking by clicking here.
You can also view our full terms and conditions by clicking here.