Refunds & Returns Policy

1. Deposits on reservations

Deposits for reservations are fully refundable when you cancel or amend at least 48 hours before your sitting. Inside 48 hours, the deposit converts to house credit valid for twelve months rather than being lost.

2. Event and salon deposits

Event and private-salon deposits follow the schedule in your event contract — typically refundable to 14 days before the event, 50% to 7 days, and credit-only thereafter. Force-majeure cancellations are always refunded in full.

3. How refunds are paid

Approved refunds return to the original payment method within 5–10 business days. Cryptocurrency settlements are refunded in AUD at the settlement rate, or in crypto by agreement. Ledger balances may be withdrawn or held as credit.

4. Unused services

If the house cannot provide a booked service — a cancelled sitting, an unavailable salon — you choose between a full refund, a reschedule or credit with a goodwill addition. If you choose to leave mid-service, unused portions are assessed by the duty manager.

5. Membership fees

Memberships may be cancelled within 14 days of purchase for a full refund if no member privileges have been used. Thereafter fees are non-refundable but the membership simply lapses at renewal.

6. Retail purchases

Gift-shop items — bottled sauces, pantry goods, glassware — may be returned unopened within 30 days with receipt for a refund or exchange. Opened food items cannot be returned.

7. Disputes

Refund disagreements are reviewed by the duty manager first and the general manager on appeal — most are resolved on the spot. Nothing here limits your rights under the Australian Consumer Law.

8. How to request

Email [email protected] with your booking reference, call +61 3 9654 4892, or ask the concierge desk in person. Include the booking name and date so we can locate the payment quickly.