Refunds, returns and terms & conditions for competitions, promos & giveaways

Refunds and return policy

The following refund terms shall not limit a customer’s rights under a consumer guarantee.

MYSTERY ROOMS:

  • Customers are required to present for their bookings on time. Where a customer arrives late (within 30 minutes of their booked starting time) they may participate in their booked game for the time remaining. Where a customer arrives after 30 minutes from their booked starting time they will not be permitted to commence their game, no refunds or changes to the booking can be made.
  • Changes can be made to your booking up until 48 hours before the booked session time. This can be done through our website or by using the link in your confirmation email. If you cancel with more than 48 hours’ notice you will receive a booking credit, less a 10% administration fee.
  • No change or cancellation can be made within 48 hours of your booked session time. When you make a booking you secure both the room and a staff member to run your session, we are unable to reschedule staffing with less than 48 hours notice. 
  • Refunds will not be provided where a member of a group does not show up, we recommend booking for the minimum number of attendees expected and adding any additional players on the day.
  • Where Urban Mysteries Co is unable to provide service due to an unavoidable catastrophe (acts of god, power outages, covid outbreaks) customers will be provided with a credit to use at another time.

VENUE HIRE: Full venue hire will require a 30% nonrefundable deposit. Where the event is canceled with more than 14 days’ notice the deposit can be credited to another date. Where less than 14 days’ notice is given the deposit will be forfeited to Urban Mysteries Co.

FOOD AND BEVERAGE PRODUCTS: Where a food or beverage product does not meet a customer’s satisfaction we will offer a full refund provided the product has not been entirely consumed.

PUZZLES AND GAMES: In accordance with Australian Consumer Law all products sold must be of acceptable quality and perform as expected, where a product fails to meet a consumer guarantee we will offer a refund or replacement for the original item. We do not offer refunds for any change of mind.

GIFT VOUCHERS/CARDS: No refunds are available for gift cards.

ACCOUNT CREDITS: From time to time Urban Mysteries Co may provide ‘credit’ to customers to use for future bookings. Credits are valid for 12 months from the date applied and can be redeemed for the specified service only. Credits are not transferrable and have no cash value. Credits may not be used in conjunction with any other offer and must be redeemed in one transaction, any unused credit will be forfeited.

Promotional terms and conditions

Fresh 92.7 Giveaway

  • Gift Vouchers are provided by Fresh 92.7 on behalf of Urban Mysteries Co to persons selected by Fresh announcers.
  • The vouchers provided have an expiry of 1 year from the date of the competition date (on air competition date).
  • Vouchers have no cash value and are not transferrable.
  • Evening for Two vouchers are valid on Friday and Saturday nights only, for two persons.

15% off promo code

  • In order to qualify for the discount the user must visit the promotion address, or enter the code during checkout
  • The promotion is valid only for use with Mystery Room bookings and is discounted off the total price (inc GST)
  • The code is valid only for specified sessions shown on the booking page (https://urbanmysteries.co/book), sessions may be added or removed without notice.
  • The promotion is only available for sessions on Monday – Thursday. The promo can not be applied for sessions on public holidays.
  • The promotion can not be applied with any other offer.

Bus Stop Promo Codes

  • In order to qualify for the discount the user must visit the promotion address, or enter the code during checkout
  • The promotion is valid only for use with Mystery Room bookings and is discounted off the total price (inc GST)
  • The code is valid only for specified sessions shown on the booking page (https://urbanmysteries.co/book), sessions may be added or removed without notice.
  • The promo can not be applied for sessions on public holidays or on multi-room bookings.
  • The promotion can not be applied with any other offer.
  • The promotion is valid for 6 months from receiving the promotion code.

Monthly Challenge Promo Codes

  • In order to qualify for the discount the user must visit the promotion address, or enter the code during checkout
  • The promotion is valid only for use with Mystery Room bookings and is discounted off the total price (inc GST)
  • The code is valid only for specified sessions shown on the booking page (https://urbanmysteries.co/book), sessions may be added or removed without notice.
  • The promo can not be applied for sessions on public holidays or on multi-room bookings.
  • The promotion can not be applied with any other offer.
  • The promotion is valid for 2 months from receiving the promotion code.

Easter Scavenger Hunt Promotion

  • To participate in the promotion, the booked session must occur on or between April 18th and April 21st 2025.
  • To receive an Easter Promo discount code, players must have found all five bunnies before the gamemaster enters the room at the end of their session.
  • If all five bunnies are found before the gamemaster enters the room at the end of the session, an entry will be placed into the prize draw in the name of the person who booked the session.
  • The prize will be drawn on April 22nd. Only the winner will be notified.

Easter Promo Discount Codes

  • In order to qualify for the discount, the user must visit the promotion address, or enter the code during checkout
  • The promotion is valid only for use with Mystery Room bookings and is discounted off the total price (inc GST)
  • The code is valid only for specified sessions shown on the booking page (https://urbanmysteries.co/book), sessions may be added or removed without notice.
  • The promo can not be applied for sessions on public holidays or on multi-room bookings.
  • The promotion can not be applied with any other offer.
  • The promotion is valid for 1 month from receiving the promotion code.

Corporate discount programs

  • Offer only available to active employees of the relevant organisation, proof of employment may be required.
  • The provided discount code must be entered during the checkout process.
  • The discount is valid for any regular session as shown on the booking page (https://urbanmysteries.co/book), the discount can not be applied to holiday or late night sessions.
  • Urban Mysteries Co reserves the right to cancel or suspend discount codes at any time.
  • This promotion can not be applied with any other offer or redeemed with use of a gift card.