Refund & Cancellation Policy
How cancellations, refunds, rescheduling and credits work for every booking type at the lounge — sessions, parlours, events and memberships.
Last updated: 1 October 2026 · Pachinko Luck Lounge Melbourne Pty Ltd
Life happens — plans move, dates clash, groups shrink. This policy sets out exactly what you can cancel, reschedule or refund, and when. It's written to be fair in both directions: generous where we can afford to be, firm where costs are already committed.
Key points at a glance
4-hour sessions
Cancel or move any session free up to 4 hours before; inside that, credit for 90 days.
48-hour events
Parlours and events refund fully 48+ hours out; inside that, one free reschedule.
ACL always applies
Your Australian Consumer Law rights sit above every window on this page.
Session and machine bookings
Standard sessions (classic and premium trays) can be cancelled or moved free up to 4 hours before the slot. Inside 4 hours, the session converts to credit for a future visit rather than a refund — valid 90 days.
Machine reservations are free for members and carry no cancellation fee at all — just release the slot so another member can take it.
Parlour and event bookings
Private parlour and group bookings work to longer windows because real costs are committed:
- Full refund or credit — cancel more than 48 hours ahead.
- Free reschedule — one move allowed inside 48 hours, subject to availability.
- Deposit forfeit — no-shows and cancellations under 24 hours.
- Corporate events — per the deposit terms in your event contract.
Where we cancel — machine failure, venue closure, staff shortfall — you always get the choice of a full refund or priority rebooking.
Memberships
Player's Club and High Roller memberships are month-to-month and cancel any time by email — they run to the end of the current paid month, then stop. No exit fees, no retention scripts.
We don't refund partial membership months, but unused machine reservations and member perks remain available until the membership end date.
The rule is simple: give us time to rebook the spot and you'll rarely pay for a change.
Who this document applies to
- Session and machine bookings — classic, premium and reserved slots.
- Parlour, party and corporate event bookings — deposit and balance terms included.
- Members — Player's Club and High Roller monthly memberships.
Prizes, tokens and credits
Tokens have no cash value and aren't refundable — they convert to prizes or vouchers at the counter per posted rates. Prizes are checked at the counter before they leave; faulty items are exchanged or refunded in token credit at your choice.
Credits issued under this policy are valid 90 days unless stated otherwise, transferable to other booking types, and usable by the original booker or a nominated guest.
How to request a refund
Three ways, in order of speed:
- At the venue — the front desk processes most refunds on the spot.
- By email — [email protected] with your booking reference.
- By phone — +61 3 9292 8888 during opening hours.
Card refunds return to the original payment method in 3–5 business days. Cash and EFTPOS refunds are processed at the venue where possible.
Disputes and consumer rights
This policy operates alongside your rights under Australian Consumer Law — where a service isn't delivered as described, you're entitled to remedies under the ACL regardless of the windows above.
Refund disagreements go first to the duty manager, then in writing to management — we've never had one that couldn't be settled in a conversation.
Common questions
Talk to us directly
Our compliance contact answers within one business day. For formal requests — data access, deletion or complaints — use email and include "Formal Request" in the subject line.
Phone
+61 3 9292 8888
Related documents
Still unsure about something?
Legal documents are dense by nature. If a section isn't clear, ask — we'd rather explain a clause than have a guest misunderstand it.
Contact us