Cancellations and Amendments

All cancellations and amendments must be made in writing.

The Palm House venue cancellation or reduction

Cancellations or reductions within 60 days of the event will be subject to a 50% forfeit of the relevant venue charges and cancellations within 30 days of the event will be subject to 100% forfeit of the relevant venue charges.

Accommodation cancellation or reduction

Accommodation cancellations 90 days prior to arrival will incur 25% of total accommodation charges forfeited, 60 days prior to arrival will incur 50% of total accommodation charges forfeited and 30 days prior to arrival will incur 100% of total accommodation charges forfeited. Cancellation fees will apply for all rooms as per the contract and any added thereafter. Reductions in room block allocations 60 days prior to event may incur a penalty.

Food and beverage cancellation or reduction

Cancellations or reductions of food and beverage requirements within 30 days of arrival will be subject to 100% forfeit of the relevant food and beverage charges.

The Palm House and BIG4 Adventure Whitsunday Resort are not responsible for the interruption or cancellation of events due to weather, natural disasters, acts of terror, strike, civil disturbance or any other circumstances beyond its reasonable control.

Bookings, deposits and payment

Initial tentative bookings for venue and/or accommodation are held for ten days upon verbal or written confirmation. A deposit of 25% of the estimated event and accommodation costs is payable within 14 days to confirm the booking, at which time the Partnership Agreement must also be completed and returned. A subsequent deposit of 50% of the estimated event and accommodation costs is due 60 days prior to the event and the remaining 25% payment is due 30 days prior to the event. Venue, accommodation and catering payments can be made by direct deposit, cash or credit card. Any events held on a public holiday will incur a 10% surcharge.

Final numbers

Final numbers for any function are required 14 days prior to the event and will represent the minimum charge. Increased numbers will be subject to availability.


Final catering requirements and menus, including special dietary requirements, must be confirmed 30 days prior to the event to ensure quality and availability of all produce. External food and beverages not supplied by The Palm House and its suppliers must not be brought onto the premises, except where otherwise agreed. Guests over 12 years old will be charged at adult rates and children 4-12 years will be charged at half the adult rate, unless choosing from the dedicated children’s menus.

Event timings and extended charges

The clients shall agree to event commencement and vacation times and the venue must be cleared within 30 minutes of the agreed end time. Any extensions to the agreed timings will result in additional labour charges. Due to noise policies and restrictions, evening functions must strictly conclude by 11.00pm.

Display and decorations

Display plans and designs, including decorations, signage or promotional material, must be provided and approved by The Palm House events team a minimum 14 days prior to the event. All material should not damage the interior or exterior of the venue or resort in any way (ie. no nails, screws, tape etc) and clients/organisers may be responsible for any damage caused and subsequent repairs. Smoke machines, pyrotechnics, flammable substances, chemicals, naked flames and confetti are not permitted at The Palm House and its ground unless otherwise authorised by management. No pets or animals are allowed on the premises unless otherwise confirmed by management.

Responsibility for damage/loss and insurance

The Palm House shall not be liable for any damage, loss or injury of any nature suffered by the organisers, clients, guests or contractors prior to, during, or after the conference or event, except to the extent applicable by law. The organisers/clients are responsible for any damage or loss claims arising from their function and suggest insurance be arranged as necessary. Organisers/clients are financially responsible for any damage to the venue, accommodation, or resort in general (including all equipment and property) incurred by the organisers, clients, guests or contractors prior to, during, or after the conference or event. Additional charges will be incurred for any cleaning requirements deemed to be excessive and outside the general cleaning requirements for the venue, including, but not limited to, damage to furniture and fittings, broken glass and spilt liquid or wax. The Palm House, at its discretion, may require a security bond of $500 and/or request the employment of a security guard/s for specific events at the client’s expense. A staff member of The Palm House will be on site or on call at all times during the event. Clients must comply with all requirements of the Local Government Act and any other relevant act, by-laws, rules or regulations and shall be liable for any breach.

Responsible service of alcohol

The Palm House is a licensed venue and as such no alcohol is to be brought into the venue. The Palm House staff and contractors practice responsible service of alcohol on all occasions. Intoxicated or disorderly individuals will not be served alcohol under the Liquor Licensing Act and may be asked to leave the premises. Minors (under 18) must be accompanied by a parent or guardian and are not to consume alcohol on the premises.


Guests acting in a disorderly manner, nuisance or annoyance to The Palm House staff or other users of the venue or overall resort, which is of a dangerous, disorderly, riotous, noxious, offensive, illegal, immoral or objectionable manner, will result in the immediate removal from the premises.


Smoking is not permitted inside The Palm House. Dedicated smoking areas will be displayed for guests outside the venue.

AV equipment and lighting

All additional sound, electrical and lighting requirements must be approved by The Palm House management in advance. Interference with, or alteration of any of the existing electrical installations, lighting, AV equipment, sound systems, or other property is prohibited.

Delivery of goods and equipment / bump in

Organisers should confirm bump in times and access with the Groups and Events Co-ordinator prior to arrival. All material should be addressed to The Palm House at BIG4 Adventure Whitsunday Resort, clearly stating the name and date of the function or event. The client/organiser is responsible for any material or goods delivered prior to the function or event and for the collection and removal of all material and goods within two working days of completion of the function or event.

Non house guests

Guests not staying onsite at BIG4 Adventure Whitsunday Resort must remain within the function area at all times and must not enter the resort unless otherwise authorised.

Limits of hiring

The Palm House management reserves the right to use any other part of the venue for any other purpose at the same time as the hirer is occupying the venue as specified in the contract.

Availability and pricing

All prices, products and services are subject to availability. The Palm House will notify the organisers/clients immediately if there are any changes to prices, products and services. Prices are guaranteed for 30 days from date of initial quote. Functions held on public holidays are subject to holiday surcharges.

BIG4 Adventure Whitsunday Resort terms and conditions

Terms and conditions are also subject to BIG4 Adventure Whitsunday Resort’s terms and conditions. These are available on request or please visit

· Please note any reference to The Palm House includes The Palm House venue , the Palm Pavilion and surrounding gardens.

Further information

For further information contact The Palm House Groups and Events Department. Phone +61 7 4948 5444
 or email info