Booking Terms & Conditions

1. Booking Requirements

1.1 All bookings must be made in advance through Heart of the Mountain’s official booking platform.

1.2 Bookings are subject to availability and are only confirmed once payment has been successfully received.

1.3 Due to the immersive and operational nature of the experience, walk-ins are not guaranteed and are discouraged.

2. Group Size, Minimum Charge & Attendance

2.1 Each booking at Heart of the Mountain is a private, exclusive booking for your group. When you book a session, the entire experience is reserved and prepared specifically for your group, not individual participants.

2.2 Group sizes are limited to 3–8 participants, unless otherwise approved in writing by Heart of the Mountain.

2.3 A minimum charge equivalent to three (3) participants applies to all bookings, regardless of the number of participants who ultimately attend.

2.4 If one or more participants do not attend on the day of the booking for any reason, no refund will be issued.

2.5 Where a booking for more than three (3) participants proceeds with fewer attendees, Heart of the Mountain may, at its discretion, issue a credit to account for the missing participant(s), subject always to the minimum charge above.

3. Age Policy

3.1 Heart of the Mountain is designed for guests aged 16 years and over.

3.2 Participants under the age of 16 must be accompanied by a paying adult.

3.3 Due to the physical and thematic intensity of the experience, children under 12 years are not recommended.

3.4 Heart of the Mountain reserves the right to refuse participation where it reasonably believes a participant may be unable to safely complete the experience.

4. Participant Responsibility & Safety

4.1 All participants must read and sign the Experience Waiver and Release Form prior to participation.

4.2 The experience is physical in nature and may include crawling, climbing, sliding, low-light environments, loud sound, smoke effects, and moving mechanical elements.

4.3 Participants must wear enclosed shoes and appropriate clothing.

4.4 You are responsible for ensuring that you and all members of your group are physically and mentally fit to participate.

4.5 Participants must not attend the experience while intoxicated or under the influence of substances that may impair judgment, coordination, or behaviour.

4.6 Participants under 16 must have a waiver signed by a parent or legal guardian, who may be required to provide identification.

5. Arrival, Late Entry & Session Timing

5.1 Guests must arrive at least 15 minutes prior to their scheduled session time for check-in and briefing.

5.2 Due to the immersive nature of the experience and the fixed operational schedule:

• Arrivals more than 10 minutes late may result in the experience being shortened, and
• Arrivals 15 minutes or more after the scheduled session start time may result in cancellation of the session without refund.

5.3 Any shortening or cancellation due to late arrival will be determined acting reasonably, having regard to safety, operational requirements, and the integrity of the experience.

5.4 Walk-ins and late arrivals cannot be accommodated.

6. Operating Hours

6.1 Heart of the Mountain operates seven days a week between 10:00 AM and 10:00 PM (AEST), subject to change due to operational requirements, maintenance, or public holidays.

7. Cancellations, Fees & Rescheduling

Cancellations

7.1 All bookings are made for a private, exclusive experience and require advance preparation, staffing, and allocation of resources.

7.2 If you choose to cancel your booking, the following applies:

• 72 hours or more before the scheduled session time:
  You may request a full refund, less any non-refundable third-party booking and payment processing fees incurred at the time of booking.
  These fees are charged by external providers and are not retained by Heart of the Mountain as profit.
• Between 48 and 72 hours before the scheduled session time:
  A 25% cancellation fee applies. Any remaining value may be refunded or issued as a credit, less any non-refundable third-party fees.
• Between 24 and 48 hours before the scheduled session time:
  A 50% cancellation fee applies, or you may elect to receive a full credit in lieu of a refund.
• Less than 24 hours’ notice, or failure to attend (no-show):
  The full booking value is forfeited, and no refund or credit applies.

7.3 All cancellation requests must be submitted in writing.

Rescheduling

7.4 You may reschedule your booking once per booking, provided at least 48 hours’ written notice is given prior to your scheduled session time.

7.5 Rescheduling requests must be submitted to:
adventure@heartofthemountain.com.au

7.6 A reschedule is not confirmed until you receive an updated booking confirmation email.

7.7 Rescheduling is not available within 48 hours of your scheduled session time, including due to illness, travel delays, or changes in personal circumstances.

8. Credits & Gift Cards

Credits

8.1 Credits may be issued by Heart of the Mountain in limited circumstances, including cancellations, no-shows, or as a goodwill gesture.

8.2 All credits:

• are non-refundable
• have no cash value
• are valid for 12 months from the date of issue
• may be used only toward a future Heart of the Mountain booking
• may be transferred to another person unless otherwise stated

8.3 Credits cannot be exchanged for cash and cannot be extended beyond their expiry date.

Gift Cards

8.4 Gift cards are sold as a form of stored value and are not refundable, except where required under the Australian Consumer Law.

8.5 Gift cards:

• may be redeemed for bookings at Heart of the Mountain
• may be transferred to another person
• cannot be redeemed for cash
• cannot be exchanged for refunds once purchased

8.6 Gift cards have an expiry period clearly stated at the time of purchase and on the gift card itself, and in any event will not expire earlier than permitted by Australian law.

8.7 Where a booking made using a gift card is cancelled, any eligible refund or credit will be issued in the form of a credit, not a cash refund.

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9. Conduct, Safety & Zero-Tolerance Policy

9.1 Heart of the Mountain operates a zero-tolerance policy in relation to intoxication, substance use, unsafe conduct, and abusive behaviour.

9.2 Any participant who, in the reasonable opinion of Heart of the Mountain, is:

• under the influence of alcohol, illegal substances, or misused prescription medication;
• in possession of illegal substances while on the premises; or
• behaving in a manner that is aggressive, abusive, threatening, reckless, discriminatory, or disruptive

may be refused entry, removed from the experience, or have their session terminated immediately.

9.3 Any refusal of entry or termination under this clause will be without refund or credit, and may apply to the affected participant and, where necessary for safety or operational reasons, the entire group.

9.4 Heart of the Mountain reserves the right to involve security personnel or law enforcement where behaviour presents a risk to staff, participants, or property.

9.5 Participants may be held financially liable for any damage caused to Heart of the Mountain property as a result of their conduct.

10. Limitation of Liability & Indemnity

10.1 To the maximum extent permitted by law, the experience is provided on an “as is” basis.

10.2 Heart of the Mountain excludes all warranties except those that cannot be excluded under the Australian Consumer Law.

10.3 Each participant agrees to indemnify and hold harmless Heart of the Mountain and its officers, employees, contractors, and agents from any claim arising from their participation or breach of these terms.

11. Confidentiality & Recording

11.1 Photography, video, or audio recording inside the experience is strictly prohibited and may result in removal without refund.

11.2 Participants must not disclose puzzle content, solutions, or story elements to others.

12. Surveillance Notice

12.1 CCTV and audio monitoring are used for safety, training, and operational purposes.

12.2 Recordings are stored securely and handled in accordance with Heart of the Mountain’s Privacy Policy.

13. Lost or Stolen Property

13.1 Heart of the Mountain is not responsible for personal property that is lost, stolen, or damaged on-site.

14. Transport, Parking & Bike Storage

14.1 Limited on-street parking and a shared nearby car park are available but not guaranteed.

14.2 Bicycles are not permitted inside the premises and are left at the owner’s risk.

15. Governing Law

15.1 These terms are governed by the laws of New South Wales, Australia.
Any disputes will be subject to the jurisdiction of NSW courts.

16. Acceptance

By confirming your booking, you acknowledge that you have read, understood, and agreed to these Booking Terms & Conditions.

For questions or special access needs, please contact us prior to booking.