1. Overview
We strive to deliver exceptional service. This Refund Policy explains under what conditions you may be entitled to a refund for suite stays, event bookings, or casino credits. Unless otherwise stated, all refunds are processed to the original payment method within 10 business days.
2. Hotel Suite Reservations
For suite stays, the following cancellation and refund rules apply:
- Cancellation at least 72 hours before arrival: full refund minus a 5% processing fee.
- Cancellation between 24 and 72 hours before arrival: 50% refund of total stay.
- Cancellation less than 24 hours or no-show: no refund issued.
- Early departure after check-in: unused nights are non-refundable.
If you are unable to travel due to a medical emergency, please contact us within 48 hours; we may offer a credit for a future stay at our discretion.
3. Event Hosting Services
Event deposits are non-refundable once paid, as they guarantee staff, equipment, and venue reservations. If you cancel an event more than 30 days before the scheduled date, you may receive a 50% refund of the deposit only. Full payments made after that are refundable only if we cancel the event for reasons attributable to us. No refunds are given if the event is interrupted due to weather, force majeure, or guest behaviour.
4. Casino Credits and Refunds
Casino and gaming credits purchased as part of a package (e.g., unlimited credits or gaming vouchers) are non-refundable and cannot be exchanged for cash. Any unused credits expire at the end of the stay. Tournament buy-ins: if a tournament is cancelled by Thrillmoments, full entry fees are refunded. If you are removed for misconduct, no refund is given.
5. Dispute Resolution
If you believe a refund is warranted under circumstances not covered above, you may submit a written request to {{ EMAIL }}. We will review each case individually and respond within 14 days. All disputes are subject to New Zealand consumer protection laws. If we determine that a refund is due, it will be processed without undue delay.