Refund and Returns Policy

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


  • 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 bookings up to 48 hours before the booked time. Use the link provided in your confirmation email to make changes.
  • Refunds are not offered for cancellations.
  • Refunds will not be provided where a member of a group does not show for a pre-booked session.
  • Urban Mysteries Co will not be responsible for cancellations that occur due to unavoidable catastrophes (acts of god, power outages, covid outbreaks), customers will not be provided a refund in these instances but will receive a credit for usage at another time.

VENUE HIRE: Full venue hire will require a 30% nonrefundable deposit. Where the event is canceled with more than 7 days notice the deposit can be credited to another date. Where less than 7 days notice is given the deposit will be forfeit 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.