FINE PRINT

Refund Policy

What you buy at FRAMEDOCK GAME CLUB is time on a station — an hour, a block, or a prepaid bundle. This page says plainly when that time comes back to you.

What can be refunded

Because you buy time rather than a physical product, a refund at FRAMEDOCK means one of two things: money back for a station block you cancelled in time, or the balance of unused prepaid hours returned. Time you have already played on the floor is used and cannot be refunded, just as a screening you sat through cannot be un-watched. Everything below explains exactly when time comes back to you and how.

Cancelling a booking

Cancel at least three hours before your slot and we refund it in full, or move it to any open block that suits you better — no fee, no questions. Inside three hours the station is already held in your name and off the floor for other players, so we keep the booking fee. Even then we will do our best to shift it to later the same day if a seat is free, because we would rather you played than lost the time.

No-shows

If you do not arrive within fifteen minutes of a confirmed slot and have not cancelled, we may release the seat to the next player waiting, and the booking fee for that block is not refunded. A quick email or reply to your confirmation to let us know you are running late almost always lets us hold it or move it.

Prepaid hours

Unused prepaid hours are refundable in full within fourteen days of purchase, as long as none of the bundle has been played. Once you start a bundle, we refund the balance of the whole unused hours remaining on it; part-played hours are counted as used. Prepaid codes are tied to your name and email and are not transferable to another person for cash.

If the fault is ours

If a station fault, a power problem or anything else on our side ends your session early and we cannot move you to another free seat, that time is refunded or credited without argument — just tell the desk while it is happening so we can see it for ourselves. We would rather fix the run in the moment than settle it later, so flag a problem the second it appears.

Your rights under Australian law

Nothing in this policy takes away rights you have under the Australian Consumer Law. If a service we provide is not delivered with reasonable care and skill, or is not fit for the purpose you booked it for, you may be entitled to a remedy that the law sets out regardless of the timeframes above. This policy sits alongside those rights, not in place of them.

How to ask

Email [email protected] or simply reply to your booking confirmation, telling us which booking or bundle you mean. Refunds are returned by the same method you paid with, usually within a few working days, with no handling fee. If you are ever unsure whether a booking qualifies, ask before your slot and we will tell you plainly.