FINE PRINT

Refund Policy

CLUTCHROOM sells time on gaming stations, not physical goods — so a "refund" here means putting right time you paid for and couldn't use. This page lays out how we handle cancellations, no-shows, unused blocks, and the times a problem was on us.

What you're paying for

Every booking is a block of station or group-room time — hourly, a four-hour block, or per-room. You pay at the desk, and the service is delivered the moment you're sitting at a working seat. Because it's a timed service, refunds work differently from returning an object; this policy explains when money comes back and when we make it right with time instead.

Cancelling a booking

Plans change — tell us as early as you can at [email protected]. If you cancel with reasonable notice before your slot, there's nothing to refund because payment is taken at the desk, not upfront through the site. If you've prepaid a block by arrangement and cancel ahead of time, we'll refund or credit the unused time. Cancel a group room close to the slot and we may hold you to it, since a five-seat room held for you is a room someone else couldn't book.

No-shows

A held seat that goes unclaimed is released to walk-ins after a reasonable wait, and any prepaid time for a no-show isn't automatically refunded. If something genuinely went wrong on the way in, email the desk — we'd rather sort out a fair outcome than lose a regular over one missed night.

Unused time in a block

If you booked a four-hour block or an overnight and leave early, the unused time isn't generally refunded — you reserved the seat for that window. If you're leaving early because the machine, the network, or the room let you down, that's a different situation, covered below.

When the problem was on us

If a station, the network, or the power drops during your paid time and we can't get you back into a comparable seat quickly, we don't keep money for time you couldn't play. We'll make it right — usually with make-good time on your next visit, or a refund or credit for the lost portion where that's fairer. Flag it with the desk while you're in the building so we can see what happened and fix it on the spot.

How to ask for a refund

Email [email protected] with the date, the room, and what went wrong, or just raise it at the desk on the day. The sooner you tell us, the easier it is to check the booking and the machine and put things right. Approved refunds go back the way you paid, and credits are logged against your name for a future visit.

Your rights under Australian law

Nothing here limits your rights under the Australian Consumer Law. Our services come with guarantees that can't be excluded — including that they're provided with due care and skill. If we fail to meet those guarantees, you may be entitled to a remedy. This policy sits alongside those rights, not in place of them.