Booking Terms & Conditions

1. Booking Requirements

1. All bookings must be made in advance through our official booking platform.
2. Bookings are final once confirmed and paid for and are subject to availability.
3. Walk-ins are not guaranteed and are discouraged due to the immersive nature and preparation required for each session.

2. Group Size and Participation

1. Each booking is private for your group. No strangers will be added to your session.
2. Group size is limited to 3–8 participants unless otherwise approved for special bookings.
3. Heart of the Mountain is a private, immersive experience. When you book a session, the entire adventure is reserved exclusively for your group — not individual seats. Whether your full group attends or not, we prepare and run the experience based on the confirmed booking.
4. Because of this, we do not offer refunds for individual no-shows or dropouts. You're welcome to transfer a spot to another person if needed.

3. Age Policy

1. Heart of the Mountain is designed for guests aged 12 and up. Due to the physical and thematic intensity of the experience, children under 12 are not permitted, even with adult supervision.
2. Guests aged 16 and over may attend without an adult but must still comply with all terms and safety requirements.

4. Participant Responsibility

1. All participants must read and sign the Experience Waiver and Release Form provided by Heart of the Mountain before participating in the experience. 
2. The experience is physical in nature and includes crawling, climbing, sliding, low light, loud sound, smoke effects, and moving parts.
3. Participants must wear enclosed shoes and comfortable clothing.
4. You are responsible for ensuring that you and your group members are physically and mentally fit to participate, noting the description of the experience in subclause [A] above.
5. Participants under the age of 16 must be accompanied by a paying adult and have a waiver signed by a parent or guardian. The waiver to be signed by the parent or guardian can be found here . The parent or guardian will need to provide ID.

5. Arrival and Timing

1. Please arrive 15 minutes before your scheduled session for check-in and briefing.
2. Late arrivals may result in your experience being shortened or cancelled without refund, as sessions run on a strict schedule. The shortening or potential cancellation is at the sole discretion of Heart of the Mountain.

6. Operating Hours

1. Heart of the Mountain operates seven days a week, from 10:00 AM to 10:00 PM (AEST), with any changes to operating hours (for example, in the event of public holidays etc.) to be notified from time to time as necessary. All bookings must occur within these operating hours.

7. Rescheduling Policy

1. Bookings are non-refundable under any circumstance.
2. You may reschedule your session once, provided you give at least 48 hours’ notice prior to your booking time.
3. Rescheduling requests must be made in writing via email [insert] or our contact form [link].
4. Rescheduling is not available within 48 hours of your session.
5. If you cannot attend, you may transfer your booking to another person or group by notifying us in advance with the new participant names.

8. Refund Policy

1. Subject to any requirements under the Australian Consumer Law, rRefunds are not offered, except in (and limited to) the following rare and exceptional cases:
   
   1. Cancellation of the experience by Heart of the Mountain due to unforeseen circumstances (e.g. power outage, critical system failure, staff emergency);
      
   2. Duplicate bookings or payment processing errors; and/or;
      
   3. Major technical failure during the experience that prevents your session from being completed as intended (at Heart of the Mountain’s sole discretion).
      

9. Conduct & Termination Policy

1. Any participant engaging in unsafe, reckless, disrespectful, or destructive behavior may have their session terminated immediately without refund.
2. Heart of the Mountain reserves the right to remove any participant who poses a risk to themselves, others, or the integrity of the experience. Any such removal is at the complete and sole discretion of Heart of the Mountain.
3. Heart of the Mountain will hold any participant liable for any damage they cause to any property that is part of the experience conducted by Heart of the Mountain, and to the extent that it incurs any costs for the rectification of any property due to the conduct of any participant, it will take steps for the recovery of its loss against that participant.

10. Limitation of Liability and Indemnity

Heart of the Mountain does not guarantee, represent or warrant that the experience will be uninterrupted or error-free, and the experience is strictly provided on an ‘as is’ basis. Heart of the Mountain shall not be liable to any participant for any modification, suspension or discontinuance of the experience, and Heart of the Mountain reserves the right to modify, suspend or discontinue the experience if necessary at any time without notice. To the extent permitted by law, including but not limited to consumer guarantees legislated under the Australian Consumer Law, Heart of the Mountain excludes all express or implied warranties. 

Each participant agrees to indemnify, defend and hold harmless Heart of the Mountain (and its parent, subsidiary, affiliates, partners, officers, directors, agents, contractors, service providers, subcontractors, suppliers and employees) from any claim or demand, including reasonable legal costs, arising directly or indirectly from their breach of these terms and conditions and/or their participation in the Heart of the Mountain experience. Under no circumstances shall Heart of the Mountain be liable for any indirect or consequential loss and/or damages.

11. Confidentiality & Recording

1. Photos, videos, or audio recordings of any kind are strictly prohibited inside the experience and will result in the removal of any participant who fails to observe this condition without refund.
2. Only the reception area may be filmed or photographed (limited to the space that is identifiable in the image below - and insert image).
3. Participants are not to disclose puzzle content, solutions, or story elements to others except in circumstances required by law.

12. Surveillance Notice

1. Heart of the Mountain uses CCTV and audio monitoring for safety, training, and operational purposes.
2. All recordings are securely stored for a minimum of 3 months and may be reviewed internally for security and performance assessment.

13. Lost or Stolen Property

1. Heart of the Mountain and its operators are not responsible for any personal property that is lost, stolen, or damaged while on-site. Lockers are available for convenience, but guests use them at their own risk.

14. Transport, Parking & Bike Storage

1. Limited on-street parking and a shared nearby car park are available. Parking is not guaranteed, and guests should allow extra time to avoid missing their session.
2. Bicycles cannot and will not be stored inside the premises. If brought to the venue, bikes must be left outside and are left entirely at the owner’s risk.
3. Heart of the Mountain is not responsible for vehicles or bicycles on or near the premises.

15. Governing Law

1. These terms and conditions are governed by the laws of New South Wales and to the extent that any Commonwealth laws apply, any laws of Australia. Any disputes, to the extent that are litigious, will be dealt with in the jurisdiction of NSW Courts.

16. Acceptance

1. By confirming your booking, you acknowledge that you have read, understood, and agreed to these terms and conditions.
2. For any questions or special access needs, please contact us prior to booking.