Refund & Cancellation Policy

This policy sits alongside your rights under the Australian Consumer Law, which cannot be excluded.

Subscriptions (Signature & Maison)

• You may cancel at any time from the client portal (Manage billing → Cancel).
• Cancellation takes effect at the end of the current billing period; you keep access to reports and the portal until that date.
• We do not pro-rate refunds for partial months.
• If we fail to deliver a scheduled mystery visit within the billing period, contact us within 14 days and we will either re-book or refund that month.

One-off engagements (Discreet)

• The A$850 Discreet fee grants one report credit, redeemable within 90 days of purchase.
• Full refund available before the visit is scheduled.
• Once the visit is booked with the assessor, a 50% cancellation fee applies for cancellations inside 48 hours.
• Once the report is delivered, the engagement is complete and non-refundable.

Bespoke (Atelier)

Refund terms are set out in your individual scope of work.

Failed payments

Stripe automatically retries failed payments for up to 21 days. If all attempts fail, the subscription is cancelled and access is suspended. Restart at any time from the pricing page.

How to request a refund

Email hello@miss-mystery.com.au with your order/invoice reference and a short description. We respond within 3 business days.