Refund Policy

Overview

At Joyfulafterlight, we aim to ensure that all guests enjoy their experience to the fullest. However, we understand that circumstances may arise that require cancellations or refund requests. This Refund Policy outlines the conditions under which refunds will be granted for hotel reservations, casino credits and other prepaid services.

All refunds will be processed using the original payment method unless otherwise agreed in writing. Processing times may vary from 5 to 15 business days depending on your financial institution.

Hotel Reservation Cancellations

For direct bookings made through our website or call centre, the following cancellation rules apply:

• Cancellations made at least 48 hours prior to the scheduled arrival time are eligible for a full refund of any prepaid amount.
• Cancellations made within 48 hours of arrival are subject to a one-night cancellation fee.
• Reservations for the Imperial Suite and exclusive VIP packages require a 7-day notice for a full refund; otherwise, a 50% fee applies.
• No-shows will be charged the full amount of the scheduled stay.

To cancel a reservation, please contact our reservations team by phone at +61 7 4987 2065 or via email at {{ EMAIL }}. You will receive a confirmation of your cancellation and any applicable refund.

Casino Credits and Bonuses

Casino credits issued as part of promotional packages are non-refundable and have no cash redemption value. If a promotional offering includes casino credit and the associated stay is cancelled in accordance with our policy, any unused casino credit will be forfeited.

Chips and slot machine vouchers can be exchanged for cash at our cashier desk while you remain on the premises. Joyfulafterlight does not process refunds for chips once they have left the casino property.

Payment Disputes and Chargebacks

If you believe an unauthorised charge has been placed on your account, please notify us immediately so we can investigate. We will cooperate fully with your bank's dispute resolution process. Should a chargeback be initiated without proper cause, Joyfulafterlight reserves the right to reclaim any funds owed through legal channels or to place the guest on a temporary service hold.

Any reversal of a payment due to a chargeback will result in the cancellation of associated bookings, and the guest will be notified of any outstanding balance.

Non-Refundable Items

Certain products and services are explicitly non-refundable. These include, but are not limited to:

• Annual VIP membership fees, which are considered activation costs.
• Event tickets for concerts, shows and private dining experiences.
• Spa treatment packages that have already been commenced.
• Any item that is customised, personalised or made-to-order specifically for you.

We recommend guests familiarise themselves with the specific terms attached to each booking or purchase at the time of transaction.

Requesting a Refund

If you believe you are eligible for a refund, please submit a written request to our guest services team by email at {{ EMAIL }} or by mail to 36 Wickham Terrace, Brisbane QLD 4000, Australia. Include your reservation or transaction reference number, as well as the reason for your request. We will assess your application and provide a response within 10 business days.