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Refund Policy

​Effective Date: 13/08/2025

General Admission Tickets

Full Refunds

  • Cancellation by venue: Full refunds will be provided if Highfields Pioneer Village cancels operations due to weather, maintenance, or other circumstances beyond our control

  • Medical emergencies: Full refunds available with appropriate medical documentation

  • Advance cancellation: Full refunds for cancellations made 48 hours or more before the scheduled visit date

Partial Refunds

  • Weather-related closures: If weather causes partial closure of outdoor exhibits, a 50% refund or rain check valid for 12 months will be offered

  • Facility maintenance: If major attractions are unexpectedly closed, partial refunds may be provided at management discretion

No Refunds

  • Same-day cancellations: No refunds for cancellations made less than 48 hours before visit

  • Personal circumstances: No refunds for changes in personal plans, travel disruptions, or scheduling conflicts

  • Partial visits: No refunds for guests who choose to leave early or visit only portions of the village

  • Cash Refunds: No Cash Refunds for purchases made on card, please supply the card used to make the original purchase

Group Bookings and Educational Tours

Advance Bookings

  • 14+ days notice: Full refund available

  • 7-14 days notice: 75% refund

  • 3-7 days notice: 50% refund

  • Less than 3 days notice: 25% refund or credit toward future visit

School Groups

  • Special consideration given to educational bookings with flexibility for rescheduling due to school calendar changes or transportation issues

Special Events and Workshops

Event-Specific Policies

  • Ticketed events: Refunds available up to 7 days before the event date

  • Workshops and classes: 48-hour cancellation policy for full refunds

  • Annual memberships: Pro-rated refunds available within first 30 days of purchase

Weather Contingencies

  • Outdoor events may be postponed or moved indoors at management discretion

  • Alternative arrangements will be offered before refunds are considered

Merchandise and Gift Shop Purchases

Returns Accepted

  • Unopened items: Full refund within 14 days with receipt

  • Defective items: Full refund or exchange at any time with proof of purchase

  • Gift items: Store credit available for unwanted gifts within 30 days

Returns Not Accepted

  • Personalized items: Custom or personalized merchandise cannot be returned

  • Consumables: Food, beverages, and perishable items are final sale

  • Used items: Items showing signs of use or wear

Refund Process

How to Request a Refund

  1. Contact our office at 07 4696 6309 or highfieldspioneervillage@hotmail.com 

  2. Provide booking reference number or receipt

  3. Specify reason for refund request

  4. Allow 5-10 business days for processing

Processing Information

  • Credit card refunds: 5-10 business days to appear on statement

  • Cash purchases: Available immediately during operating hours

  • Gift certificate refunds: Issued as store credit only

Additional Terms

Force Majeure

In cases of natural disasters, government restrictions, or other events beyond our control, Highfields Pioneer Village will work with guests to reschedule visits or provide appropriate compensation.

Membership Refunds

Annual and family memberships are non-refundable due to insurance and administrative costs being processed immediately upon purchase. Memberships are name-specific for insurance purposes and cannot be transferred. Members may cancel their membership at any time by providing written notice, but no refunds will be issued for unused portions of the membership term.

Photography and Filming Permits

Permit fees are non-refundable once approved, but may be rescheduled once within a 12-month period subject to availability.

Contact Information

For all refund requests and inquiries:

Policy Updates

This refund policy may be updated from time to time. Current policy information is available on our website and at the visitor center. Updates will not affect bookings made prior to policy changes.

Highfields Pioneer Village reserves the right to make exceptions to this policy at management discretion in extraordinary circumstances. All refund decisions aim to be fair and reasonable while supporting the ongoing operations of this historical educational facility.

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