POLICY: Stay-at-Home Order

You are unable to use your Pass during the applicable Core Season because the municipality, county, state, province or country in which your Permanent Residence is located is subject to a mandatory governmental "stay-at-home", "lock down" or "shelter-in-place" order lasting thirty (30) or more cumulative days, at least seven (7) days of which are during the Core Season.

REQUIRED SUPPORTING DOCUMENTATION

Proof of your Permanent Residence (residential address) through documentation such as Rental Agreement, Rates Notice, Utility Bill, Phone Bill, Bank Statement, Tertiary Institution Enrolment, Employment Contract, Car Registration

POLICY: Tourist Visa Rejection

You are unable to use your Pass during the applicable Core Season because of a tourist visa rejection that prevents your entry into Australia, Canada, or the United States.

REQUIRED SUPPORTING DOCUMENTATION

• A copy of the visa application
• A copy of the formal rejection/denial of the application

POLICY: Travel Restrictions

You are unable to use your Pass during the applicable Core Season because of a government-imposed prohibition on your entry into Australia, Canada or the United States that affects all similarly situated travellers for thirty (30) or more consecutive days, at least seven (7) of which are during the Core Season.

REQUIRED SUPPORTING DOCUMENTATION

• Proof of your permanent residential address
• A copy of your travel exemption application
• A copy of the formal rejection/denial of the travel exemption application

POLICY: Job Loss

You are unable to use your Pass during the applicable Core Season because, after you purchase your Pass, your or your Domestic Partner’s employment is involuntarily terminated or you or your Domestic Partner is laid off from full-time employment by an employer for which you or your Domestic Partner (as applicable) had been continuously employed for at least one (1) year immediately preceding the termination or lay off.

This provision is not applicable to part-time employees, temporary or seasonal employees, independent contractors, gig workers, casual employees, or self-employed persons.

REQUIRED SUPPORTING DOCUMENTATION

Confirmation of involuntary termination of employment, including:

• Official termination letter from your employer including date of notification
• Documentation confirming your full-time employment with the company of at least one year prior to termination date (e.g., signed employment contract, first and last pay slip )
• Proof of shared Permanent Residence (residential address) through documentation such as Rental Agreement, Rates Notice, Utility Bill, Bank Statement, Tertiary Institution Enrolment, Car Registration (if applicable)

POLICY: Employment Stand Down

You are unable to use your Pass during the Core Season because, after you purchase your Pass, you or Domestic Partner are involuntarily stood down for a period of six (6) months or longer from ongoing, full-time employment by an employer for which you or your Domestic Partner (as applicable) had been continuously employed for at least one (1) year immediately prior to being stood down.

This provision is not applicable to part-time employees, temporary or seasonal employees, independent contractors, gig workers, casual employees, or self-employed persons.

REQUIRED SUPPORTING DOCUMENTATION

• Official stand down letter from your employer including date of notification and date range of stand down
• Documentation confirming your full-time employment with the company of at least one year prior to stand down date (e.g., signed employment contract, first and last pay slip )
• Proof of shared Permanent Residence (residential address) through documentation such as Rental Agreement, Rates Notice, Utility Bill, Bank Statement, Tertiary Institution Enrolment, Car Registration (if applicable)

POLICY: Work Visa Renewals

You are unable to use your Pass during the applicable Core Season because you or your Domestic Partner require a work visa to be employed in Australia, Canada, or the United States and your work visa was not renewed after you purchase your Pass.

This provision is not applicable to part-time employees, temporary or seasonal employees, independent contractors, gig workers, casual employees, or self-employed persons.

REQUIRED SUPPORTING DOCUMENTATION

• A copy of the work visa renewal application
• A copy of the formal rejection/denial of the application
• Documentation confirming your full-time employment with the company (e.g., signed employment contract, first and last pay slip)
• Proof of shared Permanent Residence (residential address) through documentation such as Rental Agreement, Rates Notice, Utility Bill, Bank Statement, Tertiary Institution Enrolment, Car Registration (if applicable)

POLICY: Employment Transfer

You are unable to use your Pass during the applicable Core Season because you or your Domestic Partner have an involuntary, employer-initiated transfer after you purchase your pass that:

• Is within the same organisation for which you or your Domestic Partner have been continuously employed for at least one year immediately preceding the transfer
  AND
• Involves you or your Domestic Partner's relocation from your current Permanent Residence to a residence that is 150 or more kilometres further away from any Resort covered by your Pass

This provision is not applicable to part-time employees, temporary or seasonal employees, independent contractors, gig workers, casual employees, or self-employed persons.

REQUIRED SUPPORTING DOCUMENTATION

• Official transfer letter from your employer confirming:
  • Date of employer-initiated transfer notification
  • Commencement date of transfer
  • Current work location
  • Transfer work location
• Documentation confirming your full-time employment with the company of at least one year prior to transfer date (e.g., signed employment contract, first and last pay slip )
• Proof of Permanent Residence prior to transfer for you (and your Domestic Partner)
• Proof of Permanent Residence following transfer for you (and your Domestic Partner)

POLICY: Military Service

You are unable to use you Pass during the applicable Core Season because after you purchase your Pass, you or your Domestic Partner are called to military service, your military leave is revoked, you are deployed or you are reassigned to a different duty station that is 150 or more kilometres further away from any Resort covered by your Pass than your current assigned duty station.

REQUIRED SUPPORTING DOCUMENTATION

• Official military documentation confirming orders, including date of notification and date ranges applicable to each order

POLICY: Illness or Injury

You are unable to use your Pass during the applicable Core Season because you suffer an accidental bodily injury, a physical illness, or a physical disease that:

• is diagnosed by a Physician after you purchase your Pass or
• presents significant new or worsening symptoms that are diagnosed by a Physician after you purchase your Pass.

To qualify, the injury, illness, or disease must prevent you from using your Pass for thirty (30) or more consecutive days, at least seven (7) days of which are during the Core Season. This provision applies only if you provide acceptable medical evidence from a Physician.

REQUIRED SUPPORTING DOCUMENTATION

Medical Certificate from your treating Physician that includes confirmation of:

• Date of initial diagnosis
• Nature of illness or injury
• Date of diagnosis of significant new and worsening symptoms following initial diagnosis
• Diagnosis and recovery timeline, including diagnosis of significant new and worsening symptoms related to initial diagnosis (if applicable)

POLICY: Illness or Injury to a Family Member

You are unable to use your Pass during the applicable Core Season because a Family Member who lives in the same Permanent Residence as you suffers from:

• a physical illness or physical disease that is diagnosed by a Physician after you purchase your Pass; or
• a physical illness or physical disease that presents significant new or worsening symptoms that are diagnosed by a Physician after you purchase your Pass; or
• an accidental bodily injury after you purchase your Pass.

To qualify, the illness, disease, or injury must require your continued care for that Family Member for thirty (30) or more consecutive days, at least seven (7) days of which are during the Core Season. This provision applies only if you provide verification of the need to provide consecutive care from a Physician.

REQUIRED SUPPORTING DOCUMENTATION

Medical Certificate from your family member's treating Physician that includes confirmation of:

• Date of initial diagnosis
• Nature of illness or injury
• Diagnosis and recovery timeline, including diagnosis of significant new and worsening symptoms related to initial diagnosis (if applicable)
• Specific date range that you are required to act as the primary caregiver for your Family Member
• Date range that you are required to act as the primary caregiver for your Family Member
• Proof of shared Permanent Residence (residential address) through documentation such as Rental Agreement, Rates Notice, Utility Bill, Bank Statement, Tertiary Institution Enrolment, Car Registration (if applicable)

POLICY: Mental Health Conditions

You are unable to use your Pass during the applicable Core Season because a Physician has admitted you to in-patient treatment or hospitalisation for at least thirty (30) or more consecutive days, at least seven (7) or which are during the Core Season.

REQUIRED SUPPORTING DOCUMENTATION

Medical Certificate from your treating Physician or hospital records that includes confirmation of:

• Date of hospital admission
• Date of hospital discharge

POLICY: Death

You are unable to use your Pass during the applicable Core Season because of your own death (in which case the refund will be awarded to another Family Member with the same Permanent Residence) or the death of a Family Member who lives in the same Permanent Residence that occurs after you purchase your Pass. This provision applies only if a copy of the relevant Death Certificate is provided to us.

REQUIRED SUPPORTING DOCUMENTATION

• Death Certificate
• Proof of shared Permanent Residence (residential address) through documentation such as Rental Agreement, Rates Notice, Utility Bill, Bank Statement, Tertiary Institution Enrolment, Car Registration (if applicable)

POLICY: Natural Disaster

You are unable to use your Pass for thirty (30) or more consecutive days during the applicable Core Season because, after the purchase of your Pass, your Permanent Residence is made uninhabitable (e.g., the building structure is unstable and there is risk of collapse) in whole or in part due to a Natural Disaster.

REQUIRED SUPPORTING DOCUMENTATION

• Proof of your Permanent Residence through documentation such as Rental Agreement, Rates Notice, Utility Bill, Phone Bill, Bank Statement, Tertiary Institution Enrolment, Employment Contract, Car Registration
• Documentation supporting that your Permanent Residence is uninhabitable due to a natural disaster. Examples may include Police report, local authority report, insurance assessment, Licensed Builder's building inspection report.

POLICY: Court Attendance/Jury Duty

You are unable to use your Pass during the applicable Core Season because you are subpoenaed to attend Court or are served with a summons to attend for jury service, and the dates that you are required to attend Court prevent you from using your Pass for thirty (30) days or more during the applicable Core Season.

REQUIRED SUPPORTING DOCUMENTATION

Legal documentation including:

• Subpoena or Summons Notice
• Court Attendance certificate confirming start and end date for attendance

POLICY: Personal Medical Quarantine

You are unable to use your Pass during the applicable Core Season because you are quarantined for at least thirty (30) or more consecutive days at the direction of a Physician after you purchase your Pass. This provision applies only if you provide verification from the Physician.

REQUIRED SUPPORTING DOCUMENTATION

Medical Certificate from your treating Physician that includes confirmation of:

• Date of initial diagnosis
• Date range of the required medical quarantine period

POLICY: University Transfer

You are a university student, enrolled on a full time or equivalent basis in an undergraduate or postgraduate degree, and you are unable to use your Pass during the applicable Core Season because, after you purchased your Pass, you

• transfer to a university located 150 kilometres or more further away from any Resort covered by your Pass than your university at the time you purchased your Pass;
• are accepted into a foreign study program that will cause you to be out of your country of residence as at the time you purchased your Pass for thirty (30) or more consecutive days during the applicable Core Season; or,
• graduate and begin work at a job that is 150 or more kilometres further away from any Resort covered by your Pass than your university at the time you purchased your Pass.

This provision only applies if your university at the time you purchase your Pass is located within 600 kilometres of a Resort for which your Pass provides access.

• Proof of enrolment documentation including:
  • Date of initial enrolment at your current University
  • Confirmation of enrolment on a full-time basis
  • Date of notification of confirmed enrolment change
• Proof of Permanent Residence prior to transfer
• Proof of Permanent Residence following transfer

POLICY: Pregnancy

You are unable to use your Pass at all during the applicable Core Season because, after you purchase your Pass, you or your Domestic Partner (as applicable) are advised by a Physician that you or your Domestic Partner should not engage in snow sports due to pregnancy. This provision only applies if you provide us with reasonably acceptable medical evidence from a Physician.

REQUIRED SUPPORTING DOCUMENTATION

• Medical Certificate from your treating Physician that confirms:
  • Date of confirmation of pregnancy
  • Due date
  • Date range that you have been advised not to ski or ride
• Proof of shared Permanent Residence (residential address) through documentation such as Rental Agreement, Rates Notice, Utility Bill, Bank Statement, Tertiary Institution Enrolment, Car Registration (if applicable)

POLICY: Adoption

You are unable to use your Pass during the applicable Core Season because you adopt a child after your purchase your Pass.

REQUIRED SUPPORTING DOCUMENTATION

• Court Order of Adoption documentation or other paperwork confirming the adoption

POLICY: Minor Dependent

Pass holder is under the age of eighteen (18) and unable to use their Pass because a Family Member living in the same Permanent Residence has experienced a qualifying Personal Refund Event.

To submit under this Personal Refund Event, please select the relevant qualifying Personal Refund Event that applies to the impacted Family Member.

REASON NOT LISTED

Your Epic Australia Pass is non-cancellable and non-refundable unless it qualifies under the Terms and Conditions of a Personal Refund Event. You will not be eligible for a refund for any other reason.

For more information on qualifying Personal Refund Events, please click here.