ELITEPLAY

Refund Policy

Last Updated: November 14, 2024

At ELITEPLAY, we are committed to ensuring your complete satisfaction with our premium gaming entertainment services. This refund policy outlines the terms and procedures for refund and cancellation requests.

1. Booking Deposits

Our booking process requires a deposit to secure your event date:

  • A 25% deposit is required to confirm and secure your booking date.
  • Deposits are applied toward the total cost of your event package.
  • The remaining balance is due 7 days prior to your event date.

2. Cancellation and Refund Terms

  1. More than 30 days before the event: Full deposit refund, less a $50 administration fee.
  2. 30 to 14 days before the event: 50% of your deposit will be refunded.
  3. Less than 14 days before the event: No refund is available due to commitments made to staff and resources.

All cancellation requests must be submitted in writing via email to [email protected] and will be processed within 7 business days.

3. Event Rescheduling

We understand that circumstances may change:

  • Rescheduling requests made more than 14 days before your event can be accommodated without penalty, subject to availability.
  • Rescheduling requests made less than 14 days before your event may incur a rescheduling fee of $100.
  • Your deposit will be transferred to the new date.

4. Partial Service Delivery

In the rare circumstance that we are unable to provide all services as agreed:

  • A pro-rated refund will be offered based on the specific services that could not be delivered.
  • Any such refund will be calculated fairly and communicated clearly.

5. Force Majeure

In cases of circumstances beyond our reasonable control (including but not limited to natural disasters, government restrictions, pandemic-related limitations), we may:

  • Offer to reschedule your event to a mutually agreed date without additional fees.
  • Issue a credit valid for 12 months toward a future booking.
  • In certain cases, provide a refund less any non-recoverable expenses already incurred.

6. Client Satisfaction Guarantee

Your satisfaction is paramount to us. If you experience any issues with our services during your event:

Please notify our event manager immediately so we can address any concerns in real-time. Issues that cannot be resolved during the event should be reported to us in writing within 48 hours. We will work with you to find a fair and reasonable resolution.

7. Payment Method for Refunds

All approved refunds will be processed through the original payment method used for your booking. Please allow 7-10 business days for refunds to appear in your account.

8. Changes to Refund Policy

We reserve the right to modify this refund policy at any time. Changes will be effective when posted on our website, with the "Last Updated" date revised accordingly. Any changes will not apply retroactively to confirmed bookings.

9. Contact Information

For questions regarding our refund policy or to submit a refund request, please contact us:

  • Email: [email protected]
  • Phone: +61 2 8046 6553
  • Address: Level 12, 309 Kent Street, Sydney NSW 2000