Refund & Cancellation Policy

This page sets out, in plain language, exactly how Perkharbor handles money-back requests, credits and cancellations across every part of our property. Please read the clauses that match the kind of booking you have made so you know precisely what to expect before you pay.

1. Refund Policy for Accommodation Bookings

At Perkharbor, we strive to provide total transparency regarding our financial practices. Our refund policy has been established in line with the Australian Consumer Law and the policies of our premium casino hotel resort situated at 833 Collins Street, Melbourne VIC 3000. Different terms apply depending on the type of purchase made, and we encourage you to review the relevant section applicable to your booking.

2. Cancellation Refunds for Room Bookings

If you have made a flexibly priced accommodation booking directly through our website or reservations team, you are entitled to a full refund of any amount paid if you cancel your reservation at least 48 hours before the scheduled 3 PM check-in time on the date of arrival.

• Flexible rate: For room reservations of up to 3 nights the total amount paid, excluding any event or breakfast surcharges, is eligible for a 100% refund within the 48-hour window.
• Non-refundable rate: Any heavily discounted prepaid rate that is clearly marked as "non-refundable" at the point of purchase is excluded from refund. However, if a bona fide emergency prevents your stay (such as a medical event or a death in your immediate family), Perkharbor may issue a one-time credit voucher equal to 60% of the amount paid, which can be used towards a future stay within 12 months.

Refunds are initiated by our finance department within 5–10 business days of your cancellation confirmation. Amounts will be repaid to the original credit card or digital wallet used at the time of booking.

3. Event and Show Ticket Refunds

All tickets for casino hotel entertainment and live performances at our venue are sold subject to the following conditions:

• Cancellation by Perkharbor: If we postpone an event for reasons attributable to the operations of our casino entertainment venue or applicable state restrictions, you are entitled to a full refund including all booking fees. Alternatively, you may exchange the tickets for another scheduled show of equal or lesser value with a fee of $9.90 per ticket charge.
• Cancellation by the ticketholder: Tickets are non-refundable if you personally choose not to attend an event for any personal reason. This policy is clearly indicated at the checkout stage to ensure full transparency.
• Resale platform: For tickets that cannot be used, you may resell them through our authorised resale partner up to 5 hours before the scheduled start of the performance. A processing fee of 10% per transaction applies.

4. Restaurant and Wellness Package Refunds

Should you wish to cancel a spa treatment, fine-dining reservation or any other prepaid ancillary service, you must notify us at least 8 hours in advance to qualify for a 50% reimbursement of your package fee. Cancellations made inside the 8-hour window on a no-show basis result in the full cost being retained since Perkharbor has already allocated specific staff and resources to your visit.

If a purchased package is entirely unused due to a medical reason and documentary proof is presented, the full amount will be refunded, or alternatively converted into credit used for food and beverage immediately during a future visit.

5. Payment Disputes and Refund Processing

Amounts are refunded using the original method of payment. If you paid using a third-party vehicle such as PayPal or Klarna, reimbursement at Perkharbor will be transmitted to those intermediary accounts and the respective platform will reallocate the money to your balance.

All disputes related to bills or charges must be submitted to our guest relations department within 30 days from receipt of the original transaction statement. To initiate a refund or ask a clarification call us at +61 3 2847 1059, email {{ EMAIL }} or write by post to our registered address: 833 Collins Street, Melbourne VIC 3000.

We always aim to finish any refund investigation within 15 business days from the day a complete claim file is received, including any requested supporting documentation like receipts or booking confirmations.

6. Force Majeure and Government Restrictions

This clause applies when we cannot fulfil a reservation or event due to events beyond our reasonable control — including natural disasters, fire, epidemic, governmental restriction, pandemic lockdowns or supply chain disruptions.

Under such circumstances Perkharbor will always offer a 100% credit voucher for future use within 24 months, even for reservations made on non-refundable rates. Should a travel ban or government closure exceed 12 continuous months, clients may elect to receive a full cash refund on request. We recommend you provide an email address when making your booking so we can effectively reach out with all necessary communications in urgent situations.