Refund Policy
Please examine our refund policy before creating a reservation. We strive to be equitable and adaptable while guaranteeing we can accommodate all our visitors efficiently.
Last updated: January 2025
✓ Complimentary Cancellation
Cancel your reservation up to 24 hours prior to your scheduled adventure for complete refund (no charges).
1. Cancellation Periods
More than 24 hours prior:
Complete refund - No cancellation charges. You can cancel without cost and obtain a complete refund of any payment made.
Less than 24 hours before:
50% refund - Cancellations made less than 24 hours before your scheduled experience will receive a 50% refund of the total booking amount.
No-show:
No refund - If you do not show up for your scheduled experience without prior notice, no refund will be provided.
2. How to Cancel
To cancel your booking, please contact us using one of the following methods:
- Email: info@somestoryin.com (include your booking reference)
- Phone: +61 2 6255 9999 (during business hours)
- In person: Visit our venue at 123 Surfers Paradise Boulevard
Please provide your booking reference number when canceling to ensure quick processing.
3. Refund Processing
Refunds will be processed as follows:
- Refunds are processed to the original payment method
- Processing time: 5-10 business days
- You will receive email confirmation once the refund is processed
- If payment was made at the venue, refunds will be issued via the same method
4. Rescheduling
Instead of canceling, you may reschedule your booking to a different date or time, subject to availability. Rescheduling requests made more than 24 hours in advance are free. Rescheduling requests made less than 24 hours in advance may incur a rescheduling fee of $25 per booking.
5. Weather and Unforeseen Circumstances
If we need to cancel your experience due to severe weather, safety concerns, or other unforeseen circumstances beyond our control, you will receive a full refund or the option to reschedule at no additional cost.
6. Group Bookings
For group bookings (20+ people), cancellation terms may vary. Please refer to your group booking agreement or contact us directly for specific terms.
7. Special Events and Packages
Some special event packages may have different cancellation terms. These will be clearly stated at the time of booking. Please review your booking confirmation for specific terms.
8. Payment at Venue
Since payment is collected upon physical arrival at our venue, cancellations made before your scheduled visit will not require refund processing. However, if you have made a deposit or partial payment, our standard cancellation policy applies.
9. Disputes
If you believe your cancellation should be handled differently due to exceptional circumstances, please contact us to discuss your situation. We will review each case individually and aim to find a fair solution.
10. Contact Us
For questions about cancellations or to process a cancellation, please contact us:
Email: info@somestoryin.com
Phone: +61 2 6255 9999
Address: 123 Surfers Paradise Boulevard, Surfers Paradise, QLD 4217, Australia
Business Hours: Daily 6:00 PM - 11:00 PM