Terms & Conditions

WEBSITE AND CONTENTS


Copyright
The material provided on the website is copyright protected. You may only use this material for your own private and non-commercial purposes. Except for the temporary copy held in the computer’s cache and a single permanent copy for your personal reference, the material may not otherwise be used, copied, reproduced, published, stored in a retrieval system, altered or transmitted in any form or by any means in whole or part (except where such use constitutes fair dealing under the Copyright Act) without the prior written approval of Royal Mail Hotel.

You may not use any part of the content on the website to establish, maintain or provide, or assist in establishing, maintaining or providing your own publications, Internet site or other means of distribution.

All software used on this web site is the property of Royal Mail Hotel or its software suppliers and is protected by Australian and international copyright laws.

Website Information Disclaimer
While at Royal Mail Hotel we make every effort to ensure that the information on our website is up to date and accurate, we cannot give any guarantees, agreements or warranties in relation to the accuracy of the information presented. All product images represent an accurate portrayal of the stock at the time of publishing but are subject to change without notice. Care is taken to make certain that product pricing is up to date and accurate at the time of uploading. Royal Mail Hotel reserves the right to make changes on its website without giving notice. We will endeavour to correct any information and pricing as soon as we are notified.

Privacy policy
General privacy statement you may visit www.royalmail.com.au and use our resources without revealing any information about yourself.

E-mail Addresses
We do not, have not, and will not ever sell, lease, trade, give, or transfer email addresses to any other business or entity. Your e-mail address is safe with us; we are committed to protecting your privacy.

Upon booking, you consent to us using your email address (if provided) for marketing purposes. We will only send you information that we deem relevant to you, such as special offers or promotions either where we have your express or implied consent, or where we are otherwise permitted by law to do so. We may contact you for these purposes in a variety of ways, including by mail, email, SMS, telephone or online advertising. You can opt out of receiving these emails at any time using the unsubscribe feature or by contacting the hotel.

Where you have consented to receiving marketing communications from us, your consent will remain current until you advise us otherwise. However, you can opt out at any time, by:

  • contacting us
  • using the unsubscribe feature that we include in our electronic messages (such as emails, SMSes and MMSes)

Personal Information
When you place an order, we need to know your name, email address and phone number. Bendigo Bank will require your credit card number and expiration date, which they do not share, and strictly safeguard. We do not give out this information to any other party; it is held strictly confidential.

Cookies
Cookies are small pieces of information that are stored by your browser on your computer’s hard drive. Our cookies do not contain any personally identifying information. Most web browsers automatically accept cookies, but you can change the settings on your browser to prevent it from accepting cookies. Our cookies are used primarily for the convenience of our customers.

How secure is royalmail.com.au?
Royal Mail Hotel is committed to keeping your data safe and secure and handling it appropriately within the guidelines of the global data protection regulations.

When you place orders, we use Bendigo Bank Website Payment Gateway, which has a secure server protecting all customer data from unauthorized access.


HOTEL AND PROPERTY


Booking Information
Upon booking, the Royal Mail Hotel will need your full name, phone number, email address and credit card details.

All reservations require credit card deposit of one nights stay due at time of booking. Please note a 1% credit card surcharge will be applied to your credit card at time of payment.

Please call reception if you require an accessible room.

Cancellation and Refund Policy
Accommodation cancellations with less than 48 hours notice forfeit the deposit paid.

Accommodation cancellations with more than 48 hours’ notice incur a $30AUD per booking administration charge.

Security Deposits and Damage to Property
You must provide a credit card authorisation or imprint when you check-in.

This authorisation may be used to cover incidental items including but not limited to telephone charges, security bond or deposit for any breakages or damage incurred during your stay or cleaning charges in excess of the normal level of cleaning.

This authorisation may also be used to settle any outstanding payments owed by you in relation to your booking including payments for the balance of your booking should you vacate the premises prior to your scheduled check-out date.

The pre-authorisation process validates your credit card, and protects both the cardholder and merchant from increasing fraud incidents.

The pre-authorised amount is set aside by the card issuer for a period of up to 14 days from the date of pre-authorisation and the pre-authorisation will affect your available funds balance or spending limit. For more information on this practice please contact your card issuer.

Once a pre-authorisation has been made, Royal Mail Hotel cannot release, remove or lower the authorised amount, until we process the final amount. This is a restriction imposed by the card issuer, and cannot be negotiated.

Mount Sturgeon Cottages Pet Friendly Accommodation
If you would like to bring your pet on your visit, please contact the hotel to make your reservation. Pet fee is $55 per stay.

  • Pet must be fully trained and appropriately restrained by guest.
  • Pet must comply with local legislation requirements.
  • Pet must be kept on a leash when in the hotel or on hotel property unless it is in the guest’s room.
  • Pets are not allowed in any food and beverage outlets and pool areas of the hotel. This exclusion does not apply to guide dogs.
  • Guests are responsible for cleaning up after their pet on hotel property and in the neighbourhood.
  • Any disturbances such as barking must be curtailed to ensure other guests are not inconvenienced.
  • Guests are responsible for all property damages and/or personal injuries resulting from their pet.
  • Guests agree to indemnify and hold harmless the hotel, its owners and its operator from all liability and damage suffered as a result of the guest’s pet.
  • The hotel reserves the right to charge guest’s account commensurate to the cost of such damages.


Unaccompanied Minors
All guests under the age of 18 must be accompanied by a responsible adult such as a parent, step-parent or guardian who has responsibilities for the under 18-year-old guest.

Third Party Products and Services
Third party products or services are sometimes sold together with accommodation provided by Royal Mail Hotel. In such circumstances the third party is entirely responsible for supplying the products or services to you and any involvement Royal Mail Hotel has in facilitating your booking with the third party is as the third party’s agent. Royal Mail Hotel is in no way the supplier of the products and services. To the extent permitted by law, Royal Mail Hotel is not liable for any failure by the third party to provide the products or services, nor for any act, error, omission, default or negligence of the third party.

Events Beyond Control
Royal Mail Hotel is not responsible for any loss arising out of any occurrences or conditions beyond its control, including but not limited to acts of God, defects in vehicles, war, strikes, theft, delay, cancellation, disaster, Government regulations or changes in itinerary or schedule.


WICKENS AT ROYAL MAIL HOTEL


Prices and menus are subject to change without notice.

For reservations of 7 or more guests, please call us on 03 5577 2241.

Cancellation
Wickens cancellations with less than 48 hours notice incur a charge of the minimum spend per person at the time of cancellation.

We will contact you 48 hours prior to your reservation to confirm details. We reserve the right to cancel an unconfirmed booking.

Children Policy
There is a particular ambience and pace to the Wickens experience. We do not offer any reduction in either menu size or price for children, and cannot allow prams or highchairs in the venue due to space restrictions. We advise that only children who can participate in the full degustation partake.

Dietary Requirements
Advance notice is required for dietary requirements. Dietary requests cannot be guaranteed without prior arrangement. When booking, please state any requirements you may have.


PARKER STREET PROJECT


For reservations of 10 or more guests, please call us on 03 5577 2241. If you are a group of more than 10 guests, a set menu will be required. Please contact us directly on 03 5577 2241 if you wish to discuss more details regarding your booking.

Cancellation
We will contact you 24 hours prior to your reservation to confirm details. We reserve the right to cancel any unconfirmed booking.

Parker Street Project reserves the right to cancel your booking during busy periods and allocate your table to other guests if you have not arrived within 15 minutes of the scheduled seating time.

Cancellation of Group bookings of 10 or more, less than 24 hours prior, will incur a charge of $10 per person. A reduction of numbers to less than 50% of the group booking, less than 24 hours prior will also incur a charge of $10 per cancelled person

Dietary Requirements
Advance notice is required for dietary requirements. Dietary requests cannot be guaranteed without prior arrangement.

Seating
Some seating in Parker Street Project is on high tables with backless stools. If this seating is not appropriate, please advise on booking.


EVENTS


Weddings and special event bookings
Terms and conditions for weddings and special events at the Royal Mail Hotel will be communicated directly with the clients by the Event Manager.

Any cancellations must be submitted in writing to the Royal Mail Hotel Event Manager directly.

Conferences and corporate events
50% deposit is required to secure your booking.

Full cancellation policies specific to conferences and corporate events will be supplied directly to the client by the Event Manager.

Refund Policy: Ticketed Events
Cancellations of ticketed events incur 100% of the ticket fee.


GIFT CERTIFICATES


Gift certificates are redeemable at Royal Mail Hotel only.

Gift certificates are valid for period outlined on the certifcate. Expiration dates will not be extended.

Gift certificates are non refundable, cannot be exchanged for cash and cannot be altered.

Gift certificates must be used in full at the one time.

Gift certificates are highly negotiable and should be kept secure. Royal Mail Hotel will not be responsible for any voucher lost or stolen.

All reservations are subject to availability. To avoid disappointment the recipient should contact us with as much notice as possible to make a reservation.

The recipient needs to quote the gift certificate number at the time of reservation and supply it upon check-in.

RETAIL PURCHASES


If the merchandise or goods are found to be damaged or faulty upon receipt, Royal Mail Hotel will offer a replacement or a refund subject to conditions:

  • Notice that goods found to be damaged must be made no later than 48 hours after delivery.
  • Damaged goods must be returned to Royal Mail Hotel no later than three (3) days from delivery and must be returned in a professional manner i.e. the merchandise or goods must be unused and in their original condition and packaging.
  • Royal Mail Hotel will not be held responsible for late delivery of merchandise or goods.
  • Faulty items may be returned to the manufacturer for assessment to determine whether an exchange, refund or repair will be issued.


Shipping
Royal Mail Hotel items are posted via Australia Post and are priced in accordance with the delivery options selected by you during the ordering process. Some of our items are posted free of charge. This will be communicated to you during the ordering process.

Goods will be shipped within 1-3 days of your payment being cleared. Please allow up to 10 days for delivery.

Delivery is during business hours, so please ensure you supply an address where someone will be able to accept the delivery.

If there is a time delay due to unexpected situation you will be contacted by email.

International Shipping
We are able to ship to other countries. Please email relax@royalmail.com.au with details so we can provide you with a freight quote.

Hotel Pickups
You may select to pickup your items from Royal Mail Hotel, 98 Parker Street, Dunkeld. Royal Mail Hotel will contact you via email or phone notifying you that your order is ready for pickup. Orders will be packed and ready within 2-3 days of your payment clearing. 

Payment Methods
Royal Mail Hotel uses Bendigo Bank Website Payment Gateway, which allows you to pay for items using your credit card. Mastercard, Visa and American Express are accepted.

At no point will Royal Mail Hotel have access to or see any of your financial or credit card information. This makes online ordering with Royal Mail Hotel safe and secure.

Refund Policy
We appreciate that you want to shop with the confidence of knowing that, if you are not completely satisfied with your retail purchase, you can simply return it and we will provide you with an exchange, refund or repair within the following guidelines:

  • Goods must be returned within three days of purchase.
  • A valid receipt must be produced, including your customer name and invoice number.
  • The item must be in re-saleable condition.
  • Faulty items may be returned to the manufacturer for assessment to determine whether an exchange, refund or repair will be issued.
  • Please state the reason for return.
  • Please note that for product exchange wherein the product is not faulty, the customer must cover the cost of the return postage/shipment.


LOST PROPERTY


Items left by guests after departure and retrieved by hotel staff will be held for a period of six weeks. Perishable items will be disposed of immediately.

While all care will be taken, we accept no responsibility for items left.

Contact us to enquire about any items left and we will plan their return to you. Costs may be incurred by guests for delivery and handling.