Refund Policy
This page explains the refund and cancellation rules that apply when you book accommodation, attend an event or purchase a package through Prizewillow. Our company head office is registered at 121 King St, Melbourne VIC 3000, Australia. If anything here is unclear, you can reach our guest support team by emailing {{ EMAIL }} or phoning +61 3 5820 1749. We suggest you read the sections below and store a copy for future reference.
Cancellation by Guests
You may cancel your reservation up to 48 hours before your scheduled arrival without penalty. Cancellations made less than 48 hours in advance will incur a charge equal to one night’s room rate. To cancel, please contact our reservations team via phone or email.
No-Show Policy
If you do not arrive on the confirmed date and have not notified us of a late arrival, the first night’s accommodation may be charged to your credit card. Any prepaid packages are non-refundable after the check-in date.
Refunds for Paid Services
Certain packages, such as event productions and private casino tournaments, may require a non-refundable deposit. If the event is cancelled by us due to unforeseen circumstances, you will receive a full refund of all amounts paid. If you choose to cancel an event booking more than 14 days in advance, your deposit will be returned minus a 10% processing fee.
Processing Time
Approved refunds are issued to the original payment method within 10 business days. Depending on your card issuer, it may take additional time for the refund to appear on your statement.
Non-Refundable Items
Gaming credits, promotional vouchers, and third-party services (such as spa or tour bookings) purchased at our property are subject to their own terms. Please review the terms at the time of purchase or ask a team member for details.