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The key rules
- Before purchase or allocation: cancel for a full refund if your request reaches us before we have purchased or allocated the admission tickets.
- After purchase or allocation: voluntary cancellations and changes are generally unavailable.
- Your chosen time cannot be obtained: choose an available alternative with your consent or receive a full refund.
- Our service is not supplied as agreed: the remedies below and your statutory rights apply.
This policy covers tickets to any attraction that you buy on apollonaut.com directly from Apollonaut Pty Ltd (ACN 703643485, ABN 74 703 643 485). Check the offer when booking for any more flexible cancellation or change terms. If you followed a link and paid another seller instead, use the contact details and terms on that seller’s confirmation. Read this policy with our Website and ticket booking terms.
Australian law governs direct bookings, including those made by U.S. customers. See Governing law and consumer rights.
Cancelling before tickets are purchased or allocated
Email booking@apollonaut.com with your booking reference and a clear request to cancel. If the request reaches us before the admission tickets have been purchased or allocated to your order, we will refund the full amount paid to us for that order, including the amount charged for our service. We do not deduct a cancellation fee from this refund.
We compare the time your request reached us with the order’s purchase or allocation status. Tickets may already have been obtained even if their email has not yet reached you. Ask us if the status is unclear. Sending a request does not by itself mean that cancellation has been confirmed.
After tickets are purchased or allocated
Once the admission has been purchased or allocated, we do not offer a voluntary refund, transfer or change because of a change of plans, a date or category selected incorrectly by the customer, late arrival, a missed visit or travel disruption that does not prevent the attraction from providing the booked admission.
There is no voluntary partial refund simply because you choose not to use one part of a correctly supplied combined ticket. This is different from a promised part of the booking being unavailable or not supplied. Our errors, non-performance and any applicable statutory rights remain covered by the following sections.
If the selected entry time is unavailable
Some admissions require us to confirm availability with the venue after payment. If we cannot obtain the date or entry time you paid for, we will contact you about an available alternative or a full refund. We will only change your time, date or experience with your agreement. You may decline an alternative and request the full amount paid to us back.
If we cannot provide the agreed admission, you do not have to accept a voucher or future booking credit in place of a refund.
Problems with the admission or our service
We will correct a verified booking error made by us without charging you extra. If we cannot provide the correct admission in time, we will refund the affected booking in full. Examples include issuing the wrong experience, date, time or quantities, or failing to provide valid admission documents for the agreed visit.
A verified attraction closure, an event that prevents the agreed admission, or a supplied ticket being refused because it is invalid can also qualify for a full refund. We may offer a suitable alternative, but this requires your agreement. If a material part of a combined experience cannot be supplied, contact us so that the appropriate remedy can be assessed; we will not treat this as a part you simply chose not to use.
Send reasonable evidence where available, such as the admission ticket, the message you received, a closure notice, a photograph or a staff explanation. Written venue confirmation is useful if obtainable, but it is not the only evidence we will consider. You do not need to give up mandatory rights because a venue will not provide a written statement.
How to request help or a refund
Contact booking@apollonaut.com promptly, ideally before the visit when the problem is already known. Include your booking reference, the name and email used to book, the visit date and time, a short explanation and any relevant evidence. Tell us whether you seek cancellation, correction, an alternative or a refund.
Do not email full card numbers, security codes, online-banking passwords or unnecessary identity documents. We may ask for proportionate information to identify the order and protect it against unauthorised changes. There is no additional short complaint deadline in this policy that removes a statutory claim.
Refund method and timing
Approved refunds normally enter processing within 3–5 business days. Bank or payment-provider posting can mean that the amount appears in your account within approximately 10–14 business days overall. These are practical estimates, not an extension of any shorter legal deadline that applies.
Refunds normally go to the original payment method. A full refund covers the entire amount you paid us in the original transaction currency, including our service charge. Exchange-rate movements and fees separately charged by your bank may affect the amount shown in a different account currency. We do not require you to accept store credit instead.
If a refund has not appeared after the stated period, contact us with the order reference. If you see a suspected duplicate payment, contact us before paying again so we can check whether it is a completed charge or a temporary authorisation. Your rights to contact your bank or payment provider remain unaffected; the same amount is not refundable twice.
Governing law and consumer rights
Australian law governs your booking contract and refunds for attraction tickets bought directly from Apollonaut Pty Ltd, including if you live in the United States. This choice of law preserves any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law or any other applicable law, including U.S. federal or state law where it applies.
The restrictions on voluntary cancellations after ticket purchase or allocation apply to a change of mind. They do not affect your rights if we cannot supply the agreed admission, if our service fails to meet an applicable consumer guarantee, or if the law gives you a right to withdraw.
To exercise a statutory withdrawal right, email booking@apollonaut.com with your booking reference and a clear statement that you wish to withdraw. You can also write to Apollonaut Pty Ltd, Level 1, 63–73 Ann Street, Surry Hills NSW 2010, Australia. No special wording is required. If an applicable law gives you 14 days to withdraw, that period and any applicable extension apply. Any statutory refund deadline takes precedence over our processing estimates. If the law distinguishes between admission for a specified date and a booking service, the right to withdraw depends on the contract and the law that applies. Paying, receiving an email or asking us a question does not by itself waive any right. Where the law requires your express agreement to early performance and your acknowledgement that full performance ends the right to withdraw, we must meet those conditions. We will only charge for work already carried out where the law permits it. For example, you can write “I withdraw from booking [reference], made on [date]” and include your name and contact details.
This version applies to orders placed after its publication. Earlier orders keep the terms and legal rights that applied when you booked.