Flexible Cancellation

Book With Confidence

OVO Network is committed to offering you the very best holiday in the mountains. As part of this, our cancellation policies keep your money safe - with Koala Flex letting you cancel up to two days before your arrival!

Choose the best option for you

Both of our policies let you cancel for any reason, giving you peace of mind over your money.

 

Standard Option

  • 100% refund up to 8 weeks before arrival
  • No refund within 8 weeks of arrival

Koala Flex Option

  • 100% refund up to 8 weeks before arrival
  • 90% refund between 8 weeks and 2 days before arrival

How does it work?

STEP 1: Select the property you’d like to book.

STEP 2: Follow the steps to book, during which you can choose your preferred cancellation policy.

STEP 3: The price includes the Standard Option. If you choose the Koala Flex Option, the price will automatically adjust to cover the additional fee.

STEP 4: Check your email for your booking confirmation, which will include details about the cancellation option you have selected.

 

CANCELLATION: If you later decide to cancel, simply email our guest support team at contact@ovonetwork.com stating that you would like to cancel. You do not need to provide a reason for your cancellation.

Old Cancellation Policy

If you booked before 27th August 2024, the following policy applies to your reservation:

  • More than 6 months before the arrival date: Cancellation and full refund of the 25% deposit is possible.
  • Between 6 months and 8 weeks before the arrival date: The 25% deposit is non-refundable.
  • Less than 8 weeks before the arrival date: The full amount of the stay must be paid, with no refund possible.

Frequently asked questions

How do I cancel my reservation?

To cancel your booking simply contact OVO Network by emailing contact@ovonetwork.com. Your refund is determined by the date you inform us of your wish to cancel, within the specified time limits outlined in the cancellation options above.

When do I need to contact you to cancel my booking?

It’s important that you email us at contact@ovonetwork.com as soon as you know that you need to cancel your booking. That way your money will be returned to you sooner and we will work to secure a replacement booking for the property owner.

What is the cost of the Koala Flex Option?

The price of the Koala Flex Option varies, depending on the property booked and the period for which the booking is for. This is calculated during the booking process and will be clearly shown to you before you confirm your booking.

Is the Koala Flex Option available at all properties?

No. At present the Koala Flex Option is available at most, but not all properties. Please check the individual property pages? To find out if your preferred property offers this option.

Who provides the refund of the policies?

OVO Network provides the refund for both policies when the booking is cancelled more than eight weeks in advance. For the Koala Flex Option, we work with our partner Koala who will make the refund for cancellations made between eight weeks and two days before arrival. No refund is provided for cancellation below 2 days before arrival.

What is the refund process with Koala?

Once you have advised OVO Network by email of your decision to cancel we will inform Koala within two working days. Koala will then contact you within two working days with a link to a web page where you can provide your bank account details. The refund will be sent to you by Koala within three working days of you providing these bank account details.

Can I cancel for any reason, or are there situations in which I can't cancel my booking?

With OVO Network you can cancel for any reason within the time constraints of your chosen cancellation policy. If you choose to cancel outside of the time periods specified then you will not be covered by the policy.
Cover does not apply where cancellation is due to the actions of an individual or organisation outside of your travel group, for example a transportation company or accommodation provider. You should consider taking out travel insurance to cover this eventuality.

What documents do I need to submit to get a refund?

You do not need to submit any documents to obtain a refund. The only information you will need to provide to Koala are your bank details. If you cancel, Koala will send you a link to submit these so that they can make the refund payment.

Can I cancel if I, or one of my party, contracts COVID-19?

Yes, you can cancel due to COVID-19 as well as for any other medical reason.

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Koala Flex Option Terms and Conditions

The Koala Flex Option is managed by travel insurance specialist Koala. You can read their full terms and conditions for this policy here. We recommend that you take time to read and understand the policy before finalising your booking.