Last updated: 7 September 2026
Australian Consumer Law
Goods and services come with consumer guarantees that cannot be excluded under the Australian Consumer Law. Depending on the circumstances, a failure may entitle you to have a problem fixed, cancel a service, receive a partial or full refund, or obtain compensation for reasonably foreseeable loss. This policy adds to, and does not limit, those rights.
When a Refund May Apply
- the dashboard cancellation rules provide a refund;
- a vendor declines or cannot fulfil a paid booking;
- the supplied service or goods fail to meet an applicable consumer guarantee;
- Book The Party cancels a booking and no equivalent arrangement is accepted; or
- a refund is otherwise required by law.
Change-of-Mind Cancellations
Customer self-cancellation is unavailable during the first 24-hour vendor response period. If the booking remains awaiting acceptance after that period, cancellation receives a 100% refund. If the vendor declines, a full refund is initiated automatically. After acceptance, the time-based percentages in our Cancellation Policy apply.
When a Change-of-Mind Refund Does Not Apply
A change-of-mind refund may not apply where the accepted booking is cancelled within the non-refundable period, the customer does not attend or provide required access, or the issue was caused by the customer. This does not remove any non-excludable consumer rights.
Requesting a Remedy
Use your dashboard where an automatic cancellation is available. For a service problem or other claim, email info@booktheparty.com.au with the booking number, a description of the issue and relevant supporting material. We may consult the vendor and request further information, but we will assess the claim fairly and in accordance with applicable law.
Security Deposits
If a booking is cancelled before the event, its security deposit is returned in full and is not reduced by the change-of-mind cancellation percentage. After an event, the security deposit is refunded where no damage is reported. If a vendor reports damage, the deposit is held for admin review; a vendor report does not by itself finally determine the outcome. We may request evidence from both parties before deciding whether all or part of the deposit should be refunded or paid toward verified loss.
How Refunds Are Paid
Refunds are issued to the original payment method through the payment provider. Processing time depends on that provider and your financial institution. If an automatic refund fails, we will arrange manual review rather than treating the refund as refused.
Changes to This Policy
Changes are published on this page and apply prospectively. We will not use a later policy change to reduce an accrued refund or consumer right for an existing booking.