House Down Under – Terms & Conditions

By purchasing a ticket or entering any House Down Under venue (the “Venue”), you agree to the following Terms and Conditions. Please read them carefully before booking or attending.

1. Liability and Indemnity

By entering the Venue, you agree, to the fullest extent permitted by law, to release, indemnify, and hold harmless House Down Under Australia (the “Organiser”), its officers, employees, contractors, agents, licensees, assignees, and the Venue itself from any loss, damage, claim, or demand arising from your visit.

This includes, but is not limited to, any injury, death, or property damage sustained by you, the Organiser, or a third party resulting from your actions, negligence, or failure to follow instructions and Venue rules.

You further agree to indemnify the Organiser from any liability arising directly or indirectly from your participation, behaviour, or breach of these Terms.

2. Bookings, Arrivals & Timing

Bookings: Advance bookings are strongly recommended. Walk-ins are welcome and may be allocated the next available session or placed in a waiting queue.
Arrival: Please arrive 5–10 minutes prior to your scheduled time. Entry may be delayed during peak periods (school holidays, weekends, etc.).
Session Duration: Time inside is not strictly limited; some waiting may occur between sessions.

Refunds & Attendance
No refunds or credits will be issued for:

Change of mind;
Late arrival;
Partial attendance by members of your group (including individual no-shows within a multi-ticket booking); or
Failure to attend (no-shows).

Late Arrival:
If you arrive late, entry is subject to capacity and may result in a wait or denial of entry.

Reschedules & Changes:
Changes to booking date or time may be made up to 24 hours prior to your scheduled session via the link in your confirmation email. No changes or refunds are permitted within 24 hours of your session time.

3. Ticket Refunds, Transfers & Exceptions

No Partial Refunds:
Once confirmed, bookings cannot be partially refunded. We cannot refund a single ticket from a group booking or resell unused tickets, as our system locks total group capacity once confirmed.
Ticket Transfers:
Tickets are transferable to another person free of charge. The name on the ticket does not need to match the attendee at entry.
Refunds (General):
Refunds are not available for change of mind, late arrival, or non-attendance. All sales are final once processed.
Administrative Costs:
Any approved refund may be subject to a small administrative processing fee to cover third-party and staffing costs.
Third-Party Tickets:
Tickets purchased through resellers or external platforms are subject to those platforms’ refund policies and may not be refundable by the Organiser.

4. Booking Errors

If you book the wrong location, contact us via email or live chat as soon as possible. A new booking may be required and is subject to availability.
If you arrive at the wrong Venue, your booking will be treated as a walk-in, subject to space availability. Refunds will not be issued for booking errors.
To add more guests, make a separate booking, also subject to availability.

5. Accessibility and Venue Conditions

Due to limited space, prams, strollers, and large items must remain outside (within our gated area). We cannot accept responsibility for items left unattended.
The Venue features sloped floors, sideways angles, narrow passages, and spiral staircases. A high level of mobility is required.
Unfortunately, the Venue is not accessible to wheelchairs, prams, or walkers.
If you booked without realising the Venue’s accessibility limitations, a refund or voucher may be issued at management’s discretion.
Children under 12 must be accompanied by an adult at all times.
Capacity is limited to approximately 20–25 guests per session, with a maximum of 12 people upstairs at any time.

6. House Rules

All rooms and furniture are installed upside down to create a visual illusion of zero gravity, which may cause dizziness in some guests.
Do not run, grab, lean, or hang from any props or furniture.
No food, drinks, or smoking (including e-cigarettes) are permitted inside.
No alcohol or illegal substances allowed on the premises.
Guests under the influence of drugs or alcohol will be refused entry or removed without refund.
Aggressive or abusive behaviour toward staff or other guests will result in immediate removal.
Guests who are pregnant, have severe motion sickness, vertigo, or similar conditions are advised not to participate.

6A. Discomfort, Dizziness & Physical Reactions

Our venues feature slanted floors, angled rooms, and tilted spaces designed to create an illusion of disorientation.
Some guests may experience mild dizziness, imbalance, or motion-related discomfort as a result of the layout.
These effects are an intentional part of the experience.

Entry is at your own risk, and refunds will not be provided for discomfort, dizziness, or inability to complete the experience once inside.
Guests acknowledge and accept this risk upon purchase or entry.

7. Photography & Content Use

Guests may take unlimited photos and videos for personal use.
By entering the Venue, you consent to possibly appearing in other guests’ photos or marketing content.
Any content publicly shared may be reshared or used by our marketing team unless you specifically request otherwise.
Commercial or promotional photography (e.g. for a brand, influencer post, or external campaign) requires prior written approval and may incur additional fees.

8. Payment & Cashless Operations

All House Down Under venues are cashless for public and staff safety.
We accept most major debit and credit cards.
Tickets purchased through third-party sellers are valid during opening hours, subject to capacity, and bound by all standard Terms and Conditions.

9. Risk Disclosure

A general summary of our safety and risk management procedures is available upon request for official purposes (e.g. schools, councils, corporate bookings, or insurance partners). The full internal risk assessment document is confidential and not publicly distributed.

By attending, you acknowledge that House Down Under involves sloped surfaces, uneven footing, and potential sensory effects, and you accept all associated risks.

These Terms and Conditions may be updated periodically without notice. The version in effect at the time of booking will apply to your visit.

10. Contact

For questions or assistance, please contact:
tickets@housedownunder.com.au
or via live chat at www.housedownunder.com.au

Gift Card Terms & Conditions

Gift Cards remain valid until the Venue permanently closes.
If the Venue relocates, Gift Cards remain valid at the new location.
In the event of permanent closure, Gift Cards may be redeemed at any other House Down Under location nationwide.
Closure or relocation dates will always be announced in advance.
Gift Cards may only be used for ticket purchases; they cannot be exchanged for cash, refunded, or converted into other vouchers.
Gift Cards cannot be used with promotions, discounts, or third-party retailers.