PLAN YOUR 2021 SEASON WITH CONFIDENCE

We understand you might be nervous about what the future may hold. We want you to know you are covered, and in a way that is more expansive than anything that has ever existed before for Epic Australia Pass holders. We call it Epic Coverage, and it is designed to give you the peace of mind you need to get back on the slopes.

What is Epic Coverage?

Epic Coverage is included for all 2021 Epic Australia Pass holders, and provides eligibility for refunds of your pass purchase associated with certain covered personal events, including illness, job loss, and injury. It also expands coverage beyond qualifying personal events to cover certain resort closures, such as closures due to COVID-19.

Under Epic Coverage, you will be eligible to receive a full or prorated refund of your pass purchase for a range of qualifying personal events and covered resorts closures (subject to eligibility and depending on your coverage preferences selected). We are giving you the protection you need, because it allows you to look past today's uncertainty and toward the upcoming seasons with confidence, together again on the mountains we love.

Terms and conditions apply, click here for full details. 

IF ANY OF THE FOLLOWING HAPPENS OVER THE COURSE OF THE SEASON, YOU WILL GET A FULL OR PRORATED REFUND*

YOU ARE COVERED WHEN YOU NEED IT MOST THROUGHOUT THE SEASON

Frequently Asked Questions (FAQS)

HOW DO I SUBMIT A REFUND REQUEST?

I've been impacted by Stay-at-Home Orders, what's next?

AM I ELIGIBLE FOR A REFUND UNDER STAY-AT-HOME ORDERS?

You may be eligible for a full or partial refund of your pass purchase under Epic Coverage in the event you are unable to use your pass during the applicable Core Season because your Permanent Residence has been subject to a Stay-at-Home Order for 30 or more consecutive days.

If you submit a refund request under Epic Coverage and you receive a full or partial refund of your pass purchase, your pass will be deactivated when we process your refund and you will no longer be able to use your pass to access any resorts during the remainder of the 2021 Australian and 2021-2022 Northern Hemisphere seasons.

To find out more about how to make an Epic Coverage claim based on Stay-at-Home Orders click here.
Or to submit your refund request now, click here to email claims@epicaustraliapass.com.au.

See Epic Coverage Terms & Conditions for full details.

I've been impacted by a Resort Closure, what's next?

When a resort closure occurs that may trigger your eligibility for a refund under Epic Coverage, Vail Resorts will post a notice of the qualifying resort closures at epicaustraliapass.com.au.

The following resort closures may have triggered Epic Coverage under a Resort Closure event;

• Falls Creek and Hotham; 16 - 27 July 2021
• Falls Creek and Hotham; 6 - 12 August 2021
• Falls Creek and Hotham; 21 August - 9 September 2021
• Perisher; 15 August - 12 September 2021 (end of core season)

Based on your Epic Coverage election, you may be eligible for a full or partial refund in the event one or more of our resorts is closed during the applicable Core Season because of a Resort Closure Event, including the ongoing COVID-19 pandemic. To find out more about your Epic Coverage election log into your Epic account here.

• Primary Resort & Specific Week. If you elected a Primary Resort and a Specific Week for your pass, you will be eligible for a refund if the Primary Resort you selected is closed for three (3) or more days during your Specific Week because of a Resort Closure Event.
• Primary Resort & Core Season Visit. If you elected a Primary Resort and Core Season Visit for your pass, you will be eligible for a refund if the Primary Resort you selected is closed for seven (7) or more consecutive days during the applicable Core Season for that resort because of a Resort Closure Event.

If you receive a full or partial refund under this policy based on a Resort Closure Event, your pass will be deactivated when we process your refund and you will no longer be able to use your pass to access any resorts during the remainder of the 2021 Australian and 2021-2022 Northern Hemisphere seasons.

To find out more about how to make an Epic Coverage claim based on a Resort Closure click here. Or to submit your refund request now, click here to email claims@epicaustraliapass.com.au

See Epic Coverage Terms & Conditions for full details.

How do I apply for a refund based on a Personal Refund event?

We hope you get the most out of your pass purchase this season, but in the unfortunate event that a qualifying Personal Refund Event occurs in your life, we have a dedicated team set up to assist you.

The process to request a refund for a qualifying Personal Refund Event is:

1. Submit an Epic Coverage refund request with supporting documentation by clicking here to email claims@epicaustraliapass.com.au.
2. Your refund request should include your name, a description of the Personal Event and reasonable documentation to verify the occurrence of the Personal Refund Event, including any verification by a Physician required for the Personal Refund Event that is the basis for your request (e.g., an injury).
3. Your refund request will be reviewed and validated and the refund calculation will be determined by the Epic Australia Pass team. Subject to eligibility, a refund will be processed, and confirmation of the refund payment sent to you by email.

You must submit your Epic Coverage refund request within 30 days of the occurrence of your qualifying Personal Refund Event to be eligible for a refund.

How do I apply for a refund based on a Stay-at-Home Order event?

We hope you get the most out of your pass purchase this season, but in the unfortunate event that a qualifying Stay-at-Home Order event occurs, we have a dedicated team set up to assist you.

The process to request a refund for a qualifying Stay-at-Home Order event is:

1. Once qualifying Stay-at-Home Orders have reached 30 consecutive days, you can submit an Epic Coverage refund request with your supporting documentation by clicking here to email claims@epicaustraliapass.com.au.
2. Your refund request should include your name, a description of the Personal Event and reasonable documentation to verify your permanent residence.
3. Your refund request will be reviewed and validated and the refund calculation under this policy will be determined by the Epic Australia Pass team. Subject to eligibility, a refund will be processed, and confirmation of the refund payment sent to you by email.

You must submit your Epic Coverage refund request within 30 days of the occurrence of your qualifying Personal Refund Event to be eligible for a refund.

Note: For stay-at-home orders, the 30 day claims period would commence on the 30th consecutive day of the stay-at-home order.

How do I apply for a refund based on a Resort Closure event?

We hope you get the most out of your pass purchase this season, but in the unfortunate event that a qualifying Resort Closure Event occurs, we have a dedicated team set up to assist you.

The process to request a refund for a qualifying Resort Closure Event is:

1. After the notice of a qualifying resort closure is posted on the Epic Coverage page, you can submit an Epic Coverage refund request by clicking here to email claims@epicaustraliapass.com.au.
2. Your refund request under this policy should include your name.
3. All Resort Closure refunds where the travel period election is "Core Season" will be processed at the end of the season.
4. Your refund request will be reviewed and validated and the refund calculation will be determined by the Epic Australia Pass team. Subject to eligibility, a refund will be processed, and confirmation of the refund payment sent to you by email.

To be eligible for a refund, a Resort Closure Event refund request must be received by:

• Core Season travel period elections - 31 October 2021
• Specific Week travel period elections – 30 days of the end of the specific week which you were unable to use your pass

Can I go to a resort ticket office or call to get a refund for my pass?

No. You must submit an Epic Coverage refund request by clicking here to email claims@epicaustraliapass.com.au.

How long do I have to submit an Epic Coverage refund request?

You must submit an Epic Coverage refund request by the following dates based on the triggering event

• For a Personal Refund Event triggered by Stay-at-Home Orders the claims period will begin on the 30th consecutive day of the stay-at-home order. From then, you will have 30 days to submit your claim.
• For a Resort Closure Event, you must submit your Epic Coverage refund request within 30 days of the end of the specific week which you were unable to use your pass if you made a Specific Week Epic Coverage Election, or by 31 October 2021 where your travel period election was Core Season.
• For all other Personal Refund events you must submit an Epic Coverage refund request within 30 days of the Personal Refund event.

To submit your refund request now, clicking here to email claims@epicaustraliapass.com.au

What documents will you accept as proof of Permanent Residence?

For some Personal Refund Event refund requests, you will be required to provide supporting documentation of proof of your Permanent Residence (dated within 2021). Your Permanent Residence is your fixed, permanent and principal home for legal and tax purposes. You will be required to provide at least one piece of documentation to prove Permanent Residence.

We will accept the below documentation as proof of Permanent Residence noting that the documentation needs to include the same name as the pass and a physical address (not a PO Box);

• Rental Agreement
• Rates Notice
• Utility Bill
• Phone Bill
• Employment Contract
• Mobile Phone Contract
• Car Registration
• Bank Statement
• Tertiary Institution Enrolment

Please note a driver's license will not be accepted.

HOW ARE REFUNDS DETERMINED?

How much will my refund be if I have a qualifying Personal Refund Event?

If you are eligible for a refund because of a qualifying Personal Refund Event, your refund will be a percentage of your Purchase Price and will vary based on how many days you have used your pass.

Please note that any days skied or ridden at Vail Resorts’ owned and operated resorts, as well as any days skied or ridden at our Partner Resorts, will count towards your number of days, regardless of the time period of the season in which you skied or rode.

See Epic Coverage Terms & Conditions for full details.

How much will my refund be if there is a qualifying Resort Closure Event?

If you are eligible for a refund because of a qualifying Resort Closure Event, the amount of your refund will vary based on the Epic Coverage elections you made.

To find out more about your Epic Coverage election log into your Epic account here.

Epic Coverage Election: Specific Week and Primary Resort

If you selected a Specific Week and a Primary Resort as your Epic Coverage election, and your Primary Resort is closed for a period of at least 3 days during this specific week due to a qualifying Resort Closure, your refund will be a percentage of your Purchase Price. The percentage refund you receive will be based on the number of days that you had used your pass as of the date when your refund request is processed.

Please note that any days skied or ridden at Vail Resorts’ owned and operated resorts, as well as any days skied or ridden at our Partner Resorts, will count towards your number of days, regardless of the time period of the season in which you skied or rode.

You must submit your Epic Coverage refund request within 30 days of the end of the specific week which you were unable to use your pass if you made a Specific Week Epic Coverage Election.

Epic Coverage Election: Core Season and Primary Resort

If you selected Core Season and a Primary Resort, and there is a qualifying Resort Closure Event of 7 or more consecutive days at your Primary Resort during the Australian Core Season, your refund will be based on a percentage of your purchased price.

The refund percentage is determined by dividing the number of days that any Resort Closure Event(s) transpired by the number of available days in the applicable Core Season.

For the Epic Australia Pass, the 2021 core season runs for 79 days from 26 June 2021 – 12 September 2021.

EXAMPLE:
If you selected Core Season Visit and Falls Creek or Hotham as your Primary Resort, with Falls Creek and Hotham being closed for 12 days of the Australian Core Season due to a qualifying Resort Closure Event, your eligible refund would be determined by dividing the 12 days lost by the 79 available days of the Australian Core Season, resulting in a refund of 15.2%.

You are eligible to submit your refund request at any time throughout the Australian season up to October 31, 2021, however your refund will be paid at the conclusion of the 2021 Australian snow season.

Epic Coverage Election: All Resorts selected
If you selected All Resorts with either Core Season or Specific Week, the Resort Closure Event needs to have impacted all Australian resorts simultaneously. This means that Perisher, Hotham, and Falls Creek must be impacted by a Resort Closure Event simultaneously to be eligible.

See Epic Coverage Terms & Conditions for full details.

How do you determine the number of days I’ve used my pass?

Any days your pass is scanned at Vail Resorts owned and operated resorts, as well as any days your pass is scanned at our Partner Resorts, will count towards the number of days your pass was used.

I’ve already used some days on my pass but now want to submit a refund request, what’s next?

You can still submit a refund request, however the use of your pass at any time throughout the season will affect your refund eligibility and refund amount. Epic Coverage refund requests made as a result of a Resort Closure Event where your elections included a Specific Week of travel, or as a result of a Personal Refund Event are based on the number of days that you had used your pass as of the date when your refund request is processed.

Epic Coverage refund requests made as a result of a Resort Closure Event where your elections included a Core Season as the period of travel are based on the number of days your elected resort(s) were closed during the 79 day period between 26 June 2021 and 12 September 2021.

See Epic Coverage Terms & Conditions for full details.

Can I transfer my pass to next season?

No. Epic Coverage provides refunds to our 2021 Epic Australia pass holders based on the price you paid for your pass.
Please note that use of your pass at any time throughout the season, will affect your refund eligibility and refund amount. See Epic Coverage Terms & Conditions for full details.

WHAT IS COVERED?

What is covered by Epic Coverage?

Epic Coverage provides protection across a range of qualifying Personal Refund Events and qualifying Resort Closure Events and has been updated for this season. A summary of the types of qualifying Personal Refund Events and qualifying Resort Closure Events that may be covered are shown below. For details on refund eligibility and amounts, see Epic Coverage Terms & Conditions for full details.

Please note that use of your pass at any time throughout the season, will affect your refund eligibility and refund amount. See Epic Coverage Terms & Conditions for full details.

1. Qualifying Personal Refund Events that prevent you from using your pass during the winter season.
   • Stay-at-Home order from county, state, country lasting 30 or more consecutive days
   • Tourist Visa Rejection
   • Travel Restrictions
   • Job Loss
   • Work Visa Renewal
   • Employment Transfer
   • Military Service
   • Personal Illness
   • Personal Injury
   • Family Member Illness or Injury
   • Death
   • Natural Disaster - Damage to Residence
   • Jury Duty
   • Personal Medical Quarantine
   • Student Transfer
   • Pregnancy
   • Adoption

Additional terms and conditions apply, see Epic Coverage Terms & Conditions for full details.

2. Qualifying Resort Closure Events that occur between 26 June 2021 and 12 September 2021 due to:
   • Disease
   • Covered Natural Disaster (specifically defined as flood, hurricane, tornado, earthquake, fire, or volcanic eruption)
   • Terrorism
   • War

Additional terms and conditions apply, see Epic Coverage Terms & Conditions for full details.

Which resorts are covered by Epic Coverage?

Perisher, Falls Creek and Hotham as well as the 34 Northern Hemisphere resorts owned and operated by Vail Resorts are covered by Epic Coverage. Epic Coverage does not apply to partner resorts such as Hakuba Valley and Rusutsu in Japan.

See Epic Coverage Terms & Conditions for full details.

What is the coverage period?

Your Epic Coverage begins when you purchase your 2021 Epic Australia Pass and agree to the terms and conditions of Epic Coverage.

If a qualifying Personal Refund Event prevents you from using your pass, you may be eligible for a full or prorated refund based on when your qualifying Personal Refund event occurred and/or how many days you are able to use your pass during the Core Season. Terms and conditions apply. Please see “How are refunds determined?” above for more details.

A qualifying Resort Closure Event must occur during the Core Season (26 June 2021 to 12 September 2021). Terms and conditions apply. Please see the “How are Refunds Determined?” above for more details.

Do I qualify for a refund if one of my family members has a qualifying Personal Event?

There are specific qualifying Personal Refund events that are eligible for a refund if the event occurs to you or your qualifying family member who lives in the same Permanent Residence as you and impacts your ability to use your pass during the Core Season.

See Epic Coverage Terms & Conditions for full details.

Are resort closures caused by snow events covered by Epic Coverage?

No. The only weather-related events that are covered by Epic Coverage are for Natural Disasters (flood, hurricane, tornado, earthquake, fire, and volcanic eruption) that lead to a resort closure.

All other weather-related closures (such as weather or snow related road closures, weather or snow related lift closures, generally unfavourable weather or snow conditions and more) are not eligible for refunds.

How do I know what my Epic Coverage elections are?

To find out your Epic Coverage elections log into your Epic Account by clicking here.

What is the anticipated time frame for processing my refund request?

If you have submitted your refund request along with the required supporting documentation, your refund request has been successfully submitted and will be reviewed by our Claims team without further action required by you. Due to a high volume of enquiries, we are experiencing significant delays in processing times and thank you for your patience.

If you have not yet submitted your refund request form or provided supporting documentation in your email to claims@epicaustraliapass.com.au, please provide all the information necessary for us to further assess your refund request via our refund request form.

Our team will be in touch as soon as possible with a determination or request for further information.

SUBMIT A CLAIM

* Receive a full or prorated refund of your pass purchase for a range of qualifying personal events and certain resort closures (subject to eligibility and depending on coverage preferences selected). Please refer to details and definitions relating to qualifying personal events and resorts closure events set out in the Epic Coverage terms.