Draft prepared 2 August 2026 · Version 0.1
1. Your statutory rights
Nothing in this policy excludes, restricts or modifies rights or remedies you may have under the Australian Consumer Law or another law that cannot be excluded. You may be entitled to a remedy if the service has a major problem, is not provided with due care and skill, or does not do what was agreed. The appropriate remedy depends on the circumstances and may include a refund, replacement access or another solution.
2. Proposed change-of-mind window
In addition to statutory rights, the proposed voluntary policy offers a full refund when all of the following are true:
- the request is made within 7 calendar days of purchase;
- the event has not been published or opened to guests;
- no guest has joined or submitted game activity;
- no guest media has been uploaded; and
- the included event date has not passed.
Once guest activity or uploads begin, a pass is generally not refundable for change of mind, but statutory rights and case-by-case remedies remain available.
3. Duplicate or incorrect charges
Contact us promptly if the same event is charged twice or the amount does not match the checkout confirmation. Once verified, an incorrect charge will be corrected or refunded. You should not need to submit sensitive card information to support.
4. Service incidents
If a material failure within our control prevents the paid service from being used, contact us with the event reference, time and details. Depending on severity and applicable rights, a remedy may include restored or extended access, a replacement event pass, a partial refund or a full refund. Venue internet, display equipment and unsupported devices are outside our direct control, although support will still try to help diagnose the issue.
5. How to request a refund
Email [verified billing support email] from the host account address and include the event reference, purchase date and reason for the request. We may ask for limited information needed to verify the account and transaction. The final policy must include a realistic response target before launch.
6. Refund timing and method
Approved refunds will be sent to the original payment method unless law requires otherwise. Processor and bank settlement times vary; support will confirm the refund submission date and available reference. Event access associated with a fully refunded pass may be closed after the host has a reasonable opportunity to export any content they remain entitled to receive.