Refund policy

Last updated: 1 July 2026

At Queensland Quests, we want you to have a great experience. This policy explains your rights under the Australian Consumer Law (ACL), and how we handle refunds, changes of mind, and problems with your purchase.

Your rights under Australian Consumer Law

Under the ACL, our Quests come with consumer guarantees that can’t be excluded. This means you’re entitled to a repair, replacement, or refund if:

  • your Quest can’t be accessed or completed because of a fault on our end (for example, a broken access link or incorrect clue content that makes the Quest impossible to finish)
  • the Quest is significantly different from how it was described
  • there’s a major problem with what you bought

Nothing in this policy limits or overrides these rights. If a problem is major, you can choose between a refund and having the issue fixed. If it’s minor, we’ll fix it within a reasonable time.

Change of mind

If you simply change your mind before you’ve started using the Quest content (that is, before you’ve accessed the digital content, downloaded materials, or used the access code), you can request a refund or exchange within 2 days of purchase. Contact us at hello@queenslandquests.com with your order number.

Once you’ve accessed or started a Quest, we’re generally not able to offer a change-of-mind refund, because the content has been delivered. This is a business policy on top of your legal rights, not a substitute for them, and it doesn’t affect your rights under the section above if something is wrong with the Quest.

Weather, closures, and access issues

Because our Quests take place outdoors at real locations:

  • if a Quest becomes impossible to complete because a featured location has permanently closed or changed access, contact us and we’ll offer an alternative Quest, credit, or refund
  • severe weather warnings or short-term site closures on the day are outside our control. Quests can be completed any time, there is no timeframe for submitting your answer to be eligible for the prize.

How to request a refund

  1. Email us at hello@queenslandquests.com with your order number and a brief description of the issue.
  2. We may ask a few questions to understand the problem, and in some cases may ask for evidence (such as a screenshot or description of what went wrong).
  3. We’ll respond within 2 business days and let you know the outcome.

How refunds are paid

Approved refunds are paid back to your original payment method. Processing can take a few business days to appear, depending on your bank or payment provider.

Getting help 

If you’re not happy with how we’ve handled your request, you can contact:

Contact us

If you have questions about these Terms, contact us at hello@queenslandquests.com or 28/17 Armstrong Street, Petrie QLD 4502, Australia.