Cancellation Policy

There is no single company-wide cancellation window, because a drop-in fountain walk and a three-hour axe session with a coach rostered to your group are not the same commitment. The window that applies to your booking is printed on the experience page, repeated in your confirmation email, and forms part of our terms.

As a rough guide: tastings and workshops run to 24 hours, the kayak tour and the fire festival to 48 hours, the bottling line day pass to 7 days, and the axe session to 14 days. Anything bought out for your group alone — the private showcase, the private vault hour — is 72 hours, because the room is held empty for you. The soda fountain walk has no window at all; cancel it whenever you like.

Cancel before the window closes and you are refunded in full, to the card you paid with, with nothing to ask for and no fee deducted.

Once the window has closed the fee is committed — guides are rostered, permits drawn, lodging paid, materials portioned. Depending on the experience you will either be charged in full or refunded half; the experience page says which.

Before we keep anything we will offer to move you to another date. Take that offer where you can: it costs you nothing and costs us very little.

We cancel for unsafe water, lightning risk, a fire-risk warning on the festival field, a line stoppage at the plant, or occasionally because too few people booked to run the thing properly. In every one of those cases you choose: a full refund, or a transfer to the next date that suits you.

We do not cancel for light rain. The fountain walk and the fire festival both go ahead in it.

Date and party-size changes are free outside the window, subject to space. Reducing your party size after the window has closed counts as a partial cancellation for the seats you drop.

You may always send somebody else in your place, at any notice, at no charge. Tell us the name so the guide has the right list.