Refunds, transfers & changes · Approved commercial position

Plans change. The rules shouldn’t be a mystery.

Last updated 31 August 2026.

Commercial settings selected; legal review still required. NightRoute will use the 48-hour policy below. Australian Consumer Law rights always apply and cannot be excluded.

1. The final 48-hour rule

48+ hours before the advertised start

The purchaser may cancel any unused ticket for a refund of the price paid for that ticket to the original payment method. Any separately disclosed payment-processing fee is refunded unless it has already been irreversibly charged by the processor and retaining it is permitted by law.

Less than 48 hours before the advertised start

Change-of-mind refunds are not available, but an unused ticket may be transferred free of charge until two hours before the advertised start. This does not limit rights where NightRoute cancels, makes a major change or fails to provide the service with due care and skill.

The cutoff uses Melbourne local time and the event start shown at checkout. A request counts when NightRoute receives it through the booking account or at support@nightroute.com.au.

2. Ticket transfers

  • An unused ticket may be transferred once, free of charge, until two hours before the event.
  • The current holder or purchaser must supply the new guest’s name and email through the approved transfer flow.
  • The new guest must be 18+, accept the customer terms, create their own account and pass the same device, ID and location checks.
  • A transfer is complete only when NightRoute confirms it and issues the replacement ticket. The original ticket then becomes invalid.
  • Activated, redeemed, refunded, disputed, resold or suspected-fraud tickets cannot be transferred.
  • Tickets cannot be resold above face value or through an unauthorised marketplace.

3. Group refunds and transfers

The purchaser controls payment changes for tickets that remain in their order. At least 48 hours before the event, they may cancel one or more unused group tickets without cancelling the rest of the group. Each approved partial refund returns to the original payment method.

Once a participant accepts an invitation and claims a ticket, that participant may transfer it under section 2, but any refund still returns to the original purchaser. NightRoute will not divide a refund between group members or resolve private reimbursement disputes.

If a promotion required a minimum group size, the refund is based on the amount actually paid for the cancelled ticket. NightRoute will not retrospectively increase the price of the remaining tickets unless that condition was clearly disclosed before purchase.

4. Late arrival, missed stops and no-shows

A no-show, late arrival, missed reveal or missed venue does not normally qualify for a refund where NightRoute delivered the event as promised. The runner will provide a reasonable way to rejoin the active stop where safe and operationally possible. Refusal based on missing ID, intoxication, serious misconduct, dress requirements disclosed before purchase or attempted fraud does not automatically create a refund right.

5. Cancellation or major change by NightRoute

If NightRoute chooses to cancel an event, customers may choose a full refund—including mandatory booking fees—or an alternative date. A customer will never be forced to accept credit where the law requires a refund.

A new event date, relocation outside the advertised city or a substantial reduction in the promised five-stop experience may be a major change. A comparable Melbourne venue substitution, reasonable timing adjustment or equivalent included drink may be an operational change. NightRoute will assess the real effect on the customer, not merely the label used for the change.

Where an event cannot proceed safely because of an external event outside NightRoute’s control, available remedies will depend on the circumstances, these terms and applicable law.

6. Requests and processing

  1. Send the booking reference, affected ticket holder and requested outcome through the account or to support@nightroute.com.au.
  2. NightRoute will acknowledge the request within two business days and normally decide it within five business days.
  3. Approved refunds are initiated to the original payment method. Banks and card schemes may take a further 5–10 business days.
  4. A refunded ticket and all copies become invalid. Using or transferring it after a refund is fraud.

Nothing in this policy excludes any guarantee, refund, compensation or other remedy available under the Australian Consumer Law.