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 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.
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.