Refund Policy

1. The principle

If you pay for something and we don't deliver it, you get your money back — that's the whole philosophy. The details below cover the specific cancellation windows for each product. Nothing in this policy limits your rights under Australian Consumer Law.

2. Memberships

• Cooling-off: new memberships cancelled within 30 days of joining receive a full refund, regardless of use.
• Monthly tiers: cancel anytime; the membership runs to the end of the paid month and doesn't renew.
• Annual tiers: after the cooling-off period, annual memberships are non-refundable except where required by law — but you can pause them for up to three months per year.
• Suspension for breach: memberships revoked for conduct breaches are not refunded.

3. Bookings (lounges, classes, reserved sessions)

• More than 24 hours before: full refund or free reschedule.
• Within 24 hours: 50% refund, or full value as club credit.
• No-show: no refund — but tell us before your slot starts and we'll usually convert it to credit as a courtesy.
• If we cancel: full refund within 5 business days, or a reschedule plus 10% bonus credit.

4. Events and tournaments

• Weekly tournament entry: refundable until entries close (Wednesday 6pm).
• Season passes: pro-rata refund for unused weeks if you withdraw by the halfway point.
• Jackpot nights and ticketed events: full refund until 24 hours before start; credit only after that.
• If an event is cancelled or rescheduled: choice of full refund or transfer to the new date.

5. Gift cards and prepaid credit

Gift cards are non-refundable once purchased (except where required by law) but are fully transferable — anyone can use them. Unused balances are never forfeited; they remain on the card for the full 12-month validity. Ball credit loaded to a member card is refundable at the cage until the session it was loaded for has ended.

6. How to request a refund

Three ways: ask at the cage or reception (fastest — most refunds are processed on the spot), email [email protected] with your booking or member number, or call +61 8 9362 8888. Card refunds return to the original payment method within 3–5 business days; we cannot refund to a different card than the one that paid.