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Refund Policy

Refunds & Cancellations Policy

Curiosity House Pty Ltd (ABN 56 647 465 450)
Trading as House Down Under Australia

At House Down Under, we understand that plans can change. The following policy outlines the conditions under which refunds, reschedules, and credits may be issued. By purchasing a ticket or entering any House Down Under venue (the “Venue”), you agree to these terms.

1. Changing Your Booking

If you are unable to attend your scheduled session, you may change the date and/or time of your booking using the link provided in your confirmation email.

  • Changes must be made at least 24 hours prior to your original booking time.

  • All changes are subject to availability.

  • No date or time changes can be made within 24 hours of your session, and no refunds will be issued in such cases.

2. Arrival & Attendance

Guests are requested to arrive 5–10 minutes before their scheduled session.
The time on your booking represents your approximate entry time. As visits are untimed, delays may occur during busy periods such as weekends or school holidays.

Refunds are not available for:

  • Late arrival or missed sessions (no-shows)

  • Change of mind

  • Delays caused by high attendance or operational factors

  • Partial attendance by individual members of a group

If one or more guests in your group are unable to attend, a credit voucher may be issued for the unused ticket(s) at management’s discretion.

3. Discomfort, Dizziness & Physical Reactions

Our venues feature slanted floors and tilted rooms that create a visual illusion of disorientation.
Some visitors may experience mild dizziness, imbalance, or motion-related discomfort.

These effects are an intentional part of the experience and are clearly described in our Terms and Conditions, available prior to booking and at the point of entry.

Once tickets are purchased, whether online or in person, no refunds or partial refunds will be issued for guests who choose not to proceed, cannot complete the experience, or feel unwell due to the nature of the attraction.

By purchasing or entering, guests acknowledge that they have been made aware of the unique design and accept participation at their own risk.

4. Refunds & Credits

  • Refunds are not offered for change of mind or scheduling conflicts.

  • Under special circumstances, management may authorise a refund or issue a credit voucher for future use.

  • All refunds require approval by management and will incur a non-refundable booking and processing fee equal to 20% of the total charged amount.

  • Walk-in tickets are non-refundable under any circumstances.

  • Refunds or credits are not available on discounted or promotional tickets. Reschedules are possible up to 24 hours of booking time.

  • Partial refunds for individual tickets within a group booking are not available.

5. Venue Closures or Rescheduled Sessions

If a session or venue is cancelled or closed by House Down Under:

  • Guests will be offered either a rescheduled date, a credit voucher, or a full refund (excluding any optional bank or card fees charged by third parties).

  • Refund requests must be submitted via email within a reasonable timeframe and before the rescheduled date.

  • Guests who choose not to attend the rescheduled session will receive a full refund.

House Down Under will only offer a full refund where required by law, including under the Australian Consumer Law (ACL).

6. Limitation of Liability

If a refund is approved, liability is limited to the amount paid for the ticket(s) (including any booking fees).
Proof of purchase may be required.

Unless otherwise required by law, House Down Under will not be liable for any additional losses, costs, or expenses incurred as a result of:

  • Event cancellation or rescheduling

  • Travel, accommodation, or associated expenses

  • Personal circumstances preventing attendance

7. Refund Method

In most cases, approved refunds will be automatically processed to the original payment method within 5–10 business days.
Processing times may vary depending on your bank or payment provider.

8. Third-Party & Gift Purchases

Tickets purchased via third-party websites or resellers are subject to those platforms’ refund policies.
House Down Under cannot guarantee or process refunds for such purchases.

Gift Cards are non-refundable, cannot be redeemed for cash, and remain valid until the venue permanently closes or relocates, as outlined in our Gift Card Terms & Conditions.

9. Legal Rights

Nothing in this policy limits your rights under the Australian Consumer Law.
You are entitled to a replacement, reschedule, or refund if an experience is cancelled by us.
However, refunds are not available for changes in personal circumstances, missed sessions, or individual no-shows within a group.

For refund or credit enquiries:
tickets@housedownunder.com.au
Please include your booking reference and any relevant details.