Last Updated 02.08.2022
These terms and conditions apply to the use of the Mystery Adventures website found at www.mysteryadventures.com.au.
These terms and conditions specifically refer to the following products and services which may be purchased or accessed via our website:
- Mystery Adventures Experiences - any Mystery Adventures Experience on the Mystery Adventures website that you have booked for a particular date and time.
- Gift Card ('Gift Voucher') – a Mystery Adventures voucher with a dollar value that can be used as currency to purchase from the Mystery Adventures website.
- Mystery Adventures Account Credits - These are credits applied to Mystery Adventures customer accounts that carry a dollar value that can be used to purchase an experience from the Mystery Adventures website.
1. MAKING A PURCHASE
When you purchase a Mystery Adventures Experience or Gift Card and click the "Checkout" Button, you become legally bound by these Terms and Conditions. Therefore, please do not proceed to purchase or use your Mystery Adventures Gift until you have read, understood and accepted these terms and conditions.
If you have any queries, please get in touch with us via the below methods:
Phone: 1300 479 588
Refunds of Mystery Adventures Experiences:
If you have purchased a Mystery Adventures Experience, you can request:
- A refund of any self-guided experience (excluding experiences with accommodation) up until 3 business days (excluding public holidays) before your experience date.
- A refund for any self-guided experience with accommodation up until 7 business days before your experience date.
- A partial refund for any guided experience up until 7-business days before your experience date. If an initial deposit has been made, the deposit is non-refundable, regardless of when you cancel.
Any requests for refunds after the above times will not be refunded or only partially refunded due to service and supplier costs already incurred.
The refund will be processed back to the purchaser only.
You cannot receive a refund if you have booked a Mystery Adventures Experience using a Gift Card. Instead, you will receive a Mystery Adventures Account Credit which can be used until the expiry of the original date of your existing Gift Card.
If Mystery Adventures cancel your Mystery Adventures Experience, you can opt to receive a refund (providing the original experience was not booked with a Gift Card) or receive a Mystery Adventures Account Credit. If you select a Mystery Adventures Account Credit, you only have 14-days after this period to request a refund instead. After the elapse of 14-days, no change of mind will be granted, and your Mystery Adventures Account Credit will remain.
Refunds of Gift Cards:
If you have purchased a Gift Card, you can request a refund within 24 hours of the initial purchase. After the elapse of 24 hours, no refunds will be granted for change of mind.
Guarantees and Warranties Required By Law:
The Change of Mind policy above includes your rights under Australian Consumer Law regarding guarantees and warranties for our products and services, which cannot be excluded by law.
You should contact Mystery Adventures with any issues with a Mystery Adventures Experience. Upon receiving your query, Mystery Adventures will endeavor to resolve the issue as quickly as possible. However, if we cannot resolve your issue, we will provide a remedy per your statutory consumer guarantee rights and terms and conditions. You will be entitled to a refund per your statutory consumer guarantee rights if there is a significant failure of due skill and care with your Mystery Adventures Experience or if the experience is not found fit for the purpose described at the point of sale. Where the Consumer Law does not apply to a circumstance beyond the control of Mystery Adventures, Mystery Adventures will provide you with a Mystery Adventures Account Credit.
3. GIFT CARDS
Defaced, mutilated, altered, lost or stolen Gift Cards will not be replaced, refunded or redeemed. Gift Cards are redeemable for any Mystery Adventures Experience on the Mystery Adventures website. They are not redeemable for cash and cannot be refunded or exchanged for a change of mind after 24 hours from the original purchase date. You cannot use a Gift Card to purchase another Gift Card from the Mystery Adventures website, and purchases exceeding the available balance require a difference paid by another method.
All Gift Cards purchased after 1 November 2019 will have an expiry date of 3 years.
Transfer of Gift Cards:
All valid and unused Gift Cards are fully transferable. Mystery Adventures accepts no responsibility for any stolen or fraudulent Gift Cards. It is the holder's responsibility to ensure the safe keeping of the Gift Card(s).
Without the prior written consent of Mystery Adventures, Gift Cards may not be resold or offered for resale (including via online auction or other unauthorised resale sites) or used for advertising, promotion or other commercial purposes. If a Gift Card is sold or used in breach of this condition, the Gift Card may be cancelled without a refund, and the holder of the gift voucher will be unable to use the gift voucher. In addition, Mystery Adventures cannot guarantee the validity of any Gift Card offered for resale on 3rd party websites such as Facebook, eBay or Gumtree.
Lost Gift Cards:
If a Gift Card is received and subsequently lost, the recipient may be eligible to have a replacement voucher emailed to them. The conditions for this include:
- The voucher is still valid and has not yet been exchanged or used.
- Proof of purchase is provided through an order number, purchaser's full name or email address.
- Mystery Adventures can correctly verify you as the original recipient.
Please note that the voucher recipient is responsible for obtaining and providing Mystery Adventures with all required verification details. Failure to do so will mean no replacement voucher can be issued.
Expiry of Gift Cards:
Experience Gift Cards:
Experience Gift Cards will remain valid for 3 years from the date of purchase, subject to the following;
- If the Experience Gift Card is not booked and taken within 18 months, Mystery Adventures will preserve the amount paid for the voucher for a further 18 months but will not be obliged to offer the experience, nor at the same price.
- After 18 months, if the price of the Mystery Adventures Experience has increased, an additional amount will need to be paid at the time of booking.
- After 18 months, all Experience Vouchers will automatically convert to a monetary value Gift Card. The monetary value of the Gift Card will reflect the original price of the Experience Gift Card voucher and will be valid for the remainder of your voucher period. The monetary value Gift Card can be used against any adventures currently available on the Mystery Adventures website.
Monetary Value Gift Cards:
Monetary Value Gift Cards will remain valid for 3 years from the date of purchase.
Extensions of Gift Cards:
If your Gift Card is close to or has expired up to 90 days past the expiry date, you can request an extension for a maximum of 90 days. This will incur a $30 extension fee paid at the time of extension.
If your Gift Card has expired for more than 90 days, Mystery Adventures cannot extend the Gift Card under any circumstances. Expired Gift Cards are non-refundable in whole or in part. After a Gift Card has expired, it is no longer valid, and all transaction attempts will be declined. Any unused value at the expiry date will become the property of Mystery Adventures.
If you are eligible for an extension, please contact our team here. Please note an extension can only be granted once per Gift Card.
Gift Card Delivery:
Mystery Adventures is not liable or responsible for any loss suffered as a result of a Gift Card via email being blocked by filters or firewalls or where the purchaser has entered the incorrect email address. If the recipient does not receive the email Gift Card, please contact us to send the Gift Card to an alternative email address.
4. ACCOUNT CREDITS
Expiry & Extensions of Mystery Adventures Account Credits:
Mystery Adventures Account Credits carry the same expiry date as the original Gift Card. Expired Mystery Adventures Account Credits are non-refundable in whole or in part. After credit has expired, it is no longer valid, and all transaction attempts will be declined. Any unused value at the expiry date will become the property of Mystery Adventures.
Extensions for using Mystery Adventures Account Credits are not permitted under any circumstances.
We reserve the right to change prices without notice. All prices include Goods and Services Tax (GST) at the current rate of 10% in Australia.
Despite our best efforts, products may be incorrectly displayed on our website at a price lower than the correct price sometimes. Where there is such a manifest error, we will notify you of the mistake as soon as possible to provide you with the option of purchasing the product at the correct price. If you do not wish to pay the correct fee, we reserve our right to cancel your order, in which case we will refund you any payments you have made to us regarding that product.
Availability of Mystery Adventures Experiences:
All Mystery Adventures Experiences offered are subject to availability. Bookings are recommended to be made at least 6-days in advance of the preferred experience date. You should book further in advance if you want to book during peak times (such as weekends or holidays).
All Mystery Adventures Experiences are subject to removal from our website anytime. If you have booked and your experience is no longer available, you will be offered a choice of remedy by your statutory consumer guarantee rights, such as a Mystery Adventures Account Credit for the value of the voucher (which will be given to the holder of the voucher). If no reasonable alternative is available, Mystery Adventures will provide a refund back to the original purchaser only.
Where you receive a refund, the refund will only be processed to the purchaser for the original amount paid, excluding any delivery and transaction fees. Unfortunately, Mystery Adventures is unable to provide a refund to the recipient of an experience voucher. Where the original purchase was made by Mystery Adventures Gift Card or Account Credit, the experience voucher will be credited in the original form of tender.
Mystery Adventures accepts no liability for removing experiences from the website.
Contact Details Given:
You must ensure your email address and other contact details are entered correctly when you complete the booking process on the Mystery Adventures website. Failure to do so may result in loss or incorrect delivery of the email confirmation of your experience.
Booking Cancellations or Changes:
If you wish to make changes to or cancel your Mystery Adventures Experience, you can request:
- Changes or cancellation of any self-guided experience (excluding experiences with accommodation) up until 3 business days (excluding public holidays) before your experience date.
- Changes or cancellation for any self-guided experience with accommodation up until 7 business days before your experience date.
- Changes or cancellation for any guided experience up until 7-business days before your experience date.
Changes include, but are not limited to, the adventure itself, date time, people and/or dietary requirements. Any changes after the above times time may incur an additional cost.
Likewise, any cancellations will follow our refund policy as listed above. Any requests for refunds due to cancellations after the above times will not be refunded or only partially refunded due to service and supplier costs already incurred.
If Mystery Adventures cancel your Mystery Adventures Experience, you can opt to receive a refund (providing the original experience was not booked with a Gift Card) or receive a Mystery Adventures Account Credit. If you select a Mystery Adventures Account Credit, you only have 14-days after this period to request a refund instead. After the elapse of 14-days, no change of mind will be granted, and your Mystery Adventures Account Credit will remain. Mystery Adventures will not reimburse any travelling, accommodation or other expenses incurred by you or any other person in the event of a cancellation.
Complaints or Problems During Your Experience:
If you have a problem or a complaint on the day of your Mystery Adventures Experience, please bring this to Mystery Adventures' attention immediately so that we may address the issues on the spot, where possible.
Descriptions of Experiences:
We ensure that our promotional information about each Mystery Adventures Experience is accurate and up-to-date. However, the content or format of some experiences may change slightly from time to time. Upon confirmation of your booking, Mystery Adventures will provide the final details about each experience and notify you of any subsequent changes.
The photographs used on our websites to illustrate our Mystery Adventures Experience only indicate what you might experience.
Experience session lengths are approximate and are only given by Mystery Adventures as a guide. Any itinerary provided to you is indicative only, and the order of events may change.
Restrictions on Experiences:
Some Mystery Adventures Experiences are subject to minimum age, weight, health or other restrictions. These restrictions are outlined on the relevant experience information page and your booking confirmation email. Please read this information carefully. It is your responsibility to understand any limitations before confirming your booking. If you are later forced to cancel due to restrictions, you may be liable for charges by Mystery Adventures, or you may have to forfeit the Mystery Adventures Experience altogether.
In addition, you are responsible for adhering to the State-based rules and guidelines relating to COVID-19. You may be turned away on the day of the experience if you cannot produce evidence that you have complied with the State or Government-based regulations, such as full vaccination or medical exemption. Failure to adhere to these or other State or Government-based guidelines may result in forfeiture of monies paid.
7. LEGAL ENTITIES
The Mystery Adventures website (www.mysteryadventures.com.au) is owned and operated by STAE Industries Pty Ltd (ABN 72 651 496 945). We reserve the right to change these terms and conditions without notice.