Refund policy

Planning fees

• Before we start: if you cancel before work begins, 100% refunded.
• After work, before confirmation: if we can't deliver what was quoted, full refund — no arguing about it.
• After written confirmation: the planning fee is earned. We'll always offer one free reschedule before charging a new fee.
• Free services: room-only bookings carry no fee, so there's nothing to refund — cancellations follow the hotel's own policy.

Venue costs

Room rates, dinners, spa treatments, vehicles and event costs follow each venue's cancellation policy — we pass these terms to you at booking time so nothing's a surprise. Where a venue refunds, we refund in full; we never clip venue refunds.

Rescheduling first

Before any refund conversation, we'll offer to move your booking — most 'cancellations' become better weekends later. One reschedule of the same itinerary carries no new planning fee; changing the scope (different service, bigger group) is quoted as a new job.

When refunds don't apply

Confirmed planning fees aren't refundable if you simply change your mind after delivery — that's the 'earned' part. Venue no-shows, entry refusals for missing ID (casino is strictly 18+), or conduct issues are also outside refund scope, though we'll always help rebook where we can.

Disputes

Disagree with a refund decision? Reply to the email — a senior team member reviews it within 48 hours. Past that, Australian Consumer Law applies and Queensland jurisdiction governs. We genuinely prefer sorting things with a phone call.