Our approach to refunds
We would rather refund a guest quickly than argue about it for weeks. This policy sets out how refunds work for rooms, penthouse suites, salon passes, skybox reservations and package add-ons at Claimradar, 511 Church Street, Richmond VIC 3121, Australia.
Nothing here reduces your rights under the Australian Consumer Law. Where a service is not delivered with due care and skill, or is not fit for the purpose you made known to us, you are entitled to a remedy regardless of what this policy says.
Stays cancelled by you
- Standard rooms cancelled more than seventy-two hours before arrival are refunded in full, minus any non-refundable third-party fee already incurred.
- Standard rooms cancelled inside seventy-two hours are charged for one night, with the remainder refunded.
- Penthouse suites cancelled more than fourteen days before arrival are refunded less a two hundred dollar administration fee.
- Penthouse suites cancelled inside fourteen days forfeit the deposit but are refunded any balance already paid.
- Early departure after check-in does not generate a refund for unused nights unless we agree otherwise in writing.
Salon passes and skybox bookings
Single evening passes to the Emerald Room can be moved once to another date within ninety days at no cost, provided you give us twenty-four hours notice. Inside that window the pass is forfeited. Members packages are transferable but not refundable once the first included evening has been used.
Skybox buyouts require fourteen days notice for a full refund, because we hold dealers, hosts and kitchen staff for the evening. Inside fourteen days we refund fifty percent. Inside seventy-two hours the booking is non-refundable, though we will try to resell the slot and pass on whatever we recover.
Cancellations by Claimradar
If we cancel your booking for a reason within our control, you receive a full refund of everything paid to us, including any administration fee, and that refund settles our liability for the cancellation. We will also help you find an alternative if you want one.
If we cancel because of something outside our control, such as a public health direction, a licensing suspension or severe weather affecting access, we refund everything paid to us other than amounts we cannot recover from third parties. We will show you evidence of those amounts if you ask.
Services that were not delivered as agreed
Tell us at the time wherever possible. If a suite is not ready, a transfer does not arrive, or a package feature is missing, we will fix it on the spot, adjust the bill, or refund the value of that element, whichever you prefer and whichever is practicable.
Where a complaint is about something we cannot fix during your stay, send it to us within thirty days of checkout with your booking reference and any supporting detail. We aim to give you a decision within ten business days.
How refunds are paid and how long they take
Refunds go back to the original payment method. Card refunds usually appear within five to ten business days, though your bank controls the final timing. Bank transfers take up to three business days once we have the correct details. Refunds above five thousand dollars are processed by our finance team and may take an additional two business days to authorise.
Cash payments are refunded by bank transfer, since we do not hold cash on the premises. Where a refund is due in a currency other than Australian dollars, exchange rate movements between payment and refund are outside our control.
How to request a refund
Email claimradar@gmail.com with your booking reference, the dates involved, the amount you believe is due and a short explanation of why. If your request relates to a salon pass or a skybox, tell us which one and who the booking was made under.
We will acknowledge every request within two business days. If we decline, we will explain the reason in writing and point you to the relevant part of this policy. If you disagree, you can ask for the decision to be reviewed by a manager, and you always retain the right to take the matter further through Consumer Affairs Victoria.