1. Scope of This Policy
This Cancellation & Refund Policy applies to direct enquiries and reservations made with The Mud House, subject to any specific terms communicated and accepted for a particular booking.
Where a third-party booking platform is used, that platform's displayed cancellation and refund terms may also apply.
2. Booking Confirmation & Payment
An enquiry or availability request is not a confirmed reservation until The Mud House confirms the booking and any required advance payment or deposit has been received as communicated for that booking.
The applicable room, dates, guest count, rate, payment amount and cancellation terms should be retained by the guest as part of the booking record.
3. Cancellation by the Guest
Because room inventory is date-specific, cancellation terms may vary according to season, room type, stay dates, booking channel and the terms communicated at the time of confirmation.
For this reason, the booking confirmation should be treated as the controlling cancellation document for the applicable reservation.
Guests requesting cancellation should contact The Mud House as soon as possible using the booking contact details.
4. Refunds
Where a refund is due under the applicable booking terms, the refundable amount will be determined according to those terms and any non-refundable amount that was clearly communicated before payment.
Refunds, when approved, may be returned through the original or an appropriate payment method, subject to payment-provider processing timelines.
No refund promise on this general page overrides a different cancellation policy expressly accepted for a specific reservation.
5. No-Show & Early Departure
If a guest does not arrive for a confirmed reservation or leaves before the scheduled departure date, the applicable booking-specific cancellation/no-show terms will determine whether any refund is available.
Guests should contact the property promptly when plans change so that available options can be discussed.
6. Cancellation or Changes by The Mud House
In unusual circumstances where The Mud House cannot honour a confirmed reservation, the property will communicate with the guest as soon as reasonably practicable and, where appropriate, discuss an alternative date, room or refund in accordance with the circumstances and applicable booking terms.
Events outside reasonable control may include severe weather, road closures, government restrictions, natural events, safety concerns or other circumstances affecting access or operations.
7. Mountain Access, Weather & Force Majeure
The Mud House is located in a mountain environment where rain, snowfall, landslides, road conditions, traffic restrictions and other local events can affect travel.
Guests should plan travel with appropriate buffer time and check local conditions before departure. Where an event genuinely prevents access or operation, the applicable booking terms and reasonable circumstances will guide any change or refund discussion.
8. Questions & Disputes
Please raise cancellation or refund concerns directly with The Mud House first, preferably with your booking name, stay dates and booking reference/payment details.
Nothing in this policy is intended to remove or restrict a consumer right that cannot legally be excluded under applicable law.
9. Policy Updates
This general policy may be updated when booking procedures or applicable requirements change. A booking-specific cancellation policy communicated and accepted at the time of reservation should continue to govern that booking.
Last updated: September 2026
Have a question?
Contact The Mud House for booking-specific clarification or help with your stay.
