We keep refund terms simple: deposits are refundable with enough notice, date changes are free inside the window, and problems we cause get fixed on the spot. Here is the detail.

1. Deposits

Private hire, party and corporate bookings take a 20% deposit at confirmation. Standard card purchases, tournament entries and lounge sessions paid on the night do not involve deposits.

2. Cancellations by you

  • More than 7 days before the booking — full deposit refund, processed within 5 business days.
  • 3 to 7 days before — 50% deposit refund, or full credit toward a new date within three months.
  • Under 72 hours or no-show — deposit is retained to cover staffing and preparation already committed.

Individual card purchases are refundable before play begins on the same day. Once a card is loaded and play starts, it is non-refundable — unused balances can still be banked to your card for future visits.

3. Date changes

One free date change per booking when requested more than 7 days out, subject to availability. Further changes are possible but may carry an admin fee if catering has already been ordered. Inside 7 days, a change is treated as a cancellation and re-booking.

4. Cancellations or faults by us

If we cancel your booking — for example a machine fault affecting a reserved bay, a double-booking error, or a forced closure — you choose between a full refund including deposit, or rescheduling with a 10% credit against the new date.

If a booked service materially underdelivers on the night (reserved machines unavailable, host not provided), we comp or refund the affected portion immediately at the counter.

5. Membership and unused balances

Membership is month-to-month and can be cancelled with a month of notice — no refunds for a partial month already paid. Unused ball balances on member cards never expire and are not refundable for cash; casual-card balances should be used within the card's stated validity.

6. How to request a refund

Email [email protected] with your booking name, date and the reason, or call +61 8 8212 2811. Approved refunds return to the original payment method within 5 business days. Australian Consumer Law remedies apply in addition to this policy where goods or services fail to meet guarantees.

In short

  • 20% deposit on private hire; refundable 7+ days out.
  • One free date change with a week of notice.
  • If we cancel or underdeliver, you get a full refund or credit plus.
  • Refunds return in 5 business days to the original method.