Refund Policy

Here is how refunds, cancellations and changes work for a Butlers in the Buff Australia booking. This is a plain-language summary of our full Terms & Conditions. The full terms govern every booking, and where the two differ, the full terms win.

Your deposit

Every booking needs a deposit of at least $60.00 or $80.00, depending on the activity, and the deposit cannot be refunded. Until we have received it, your date is not held.

The rest of the balance must reach us at least 14 days before your event. For an event less than 14 days away, you pay the whole amount when you book, and none of it is refundable.

Cancelling

If you cancel, you lose your deposit. If you cancel inside the last 14 days before the event, you lose everything you have paid.

Changing a booking

New start time: an administration fee of $40.00.
New date, with more than 14 days to go: an administration fee of $50.
New date, with less than 14 days to go: nothing you have paid is refundable, and a fresh booking has to be made.
New venue or address: an administration fee of $50, plus any extra cost that applies to a more expensive location.
Guest numbers: once your deposit is in and the booking is confirmed, the number of guests you gave us becomes the minimum you pay for. You can’t take numbers down after that. To add guests before the balance falls due, email the office.

No change takes effect until any fee or extra charge has been paid.

If the change comes from us

We may need to alter or cancel a booking, including its date or time. If we cancel, we will offer another date, time or service where we can. If nothing suitable is available, you get everything back.

Late arrivals and no-shows

A butler who arrives late stays late: the booking is extended by the same amount of time. Where that isn’t practical, we refund the proportion of the booking you missed. If a butler fails to turn up, we refund you on the same pro-rata basis.

Something went wrong?

Tell us as quickly as you can, and within 48 hours of the event at the latest. The complaint needs to come from the person who made the booking, quoting the booking reference.