69.DELIVERY · REFUNDS, DISPUTES & CHARGEBACKS

Something wrong? One message fixes most of it.

EFFECTIVE 1 SEPTEMBER 2026 · THIS POLICY FORMS PART OF OUR CLIENT BOOKING TERMS AND SHOULD BE READ WITH OUR PRIVACY COLLECTION NOTICE.

Refunds

If something went wrong with a booking or engagement, contact the desk first: [email protected] or the phone line. We answer within one business day.
We refund in full when: the house or companion cancels a confirmed engagement; a companion exercises the right of refusal before or during an engagement for the unprovided portion; the service was not provided as confirmed; or a consumer guarantee under Australian law applies and cannot be remedied by providing the service again.
Client cancellations: at least 24 hours before a confirmed engagement, refunded in full. Within 24 hours, or no-shows, deposits or cancellation fees agreed at booking may apply. Where a client is asked to leave for breach of terms (for example recording, aggressive conduct), no refund applies.
Where a problem can be fixed, we will usually offer to make it right first. If a fix is not possible, you get your money back. Your rights under Australian Consumer Law are not affected by anything in this policy.

Please contact us before asking your bank for a chargeback. Bank disputes take weeks and cost both sides; almost everything is solved faster by one message.
If a charge is disputed with your bank anyway, we respond with our records: the booking, the terms version you accepted and when, delivery and access logs, voice-widget or call records where relevant, and our correspondence with you. Disputes that our records show were provided as agreed may be contested.
Card statements show a descriptor naming the operating entity (SEVEN STARS PROPERTIES PTY LTD, ABN 87 902 523 599, or the trading name shown on your receipt). Check this before reporting an unfamiliar charge.

We keep booking records, terms-acceptance timestamps, delivery logs, call records and correspondence, and use them only to run the service, meet legal obligations, and defend or resolve disputes. See our Privacy Collection Notice for how personal information is handled.