Terms of Service

These Terms of Service ("Terms") govern your use of the Miss Mystery website, client portal, and mystery guest and reputation consultancy services (the "Services"), operated by Miss Mystery (ABN 91 153 062 332), Sydney, Australia ("we", "us", "our"). By purchasing or accessing the Services you agree to these Terms.

1. The Services

Miss Mystery provides discretionary mystery guest visits, reputation audits, monthly reports, and related advisory work for hospitality, hotel, and wellness venues. Deliverables are provided on a "best-efforts" basis and reflect the assessor's professional opinion at the time of the visit.

2. Plans, fees and billing

• Discreet — a one-off engagement (A$850 including GST) covering a single visit and report credit.
• Signature — a monthly subscription (A$1,450 including GST) covering ongoing mystery visits, monthly reports, and portal access.
• Maison — a premium monthly subscription (A$2,850 including GST).
• Atelier — bespoke, quoted on consultation.

Prices are in Australian dollars and inclusive of GST unless stated otherwise. Subscriptions renew automatically each month until cancelled. Payment is processed by Stripe; by paying, you also accept Stripe's terms.

3. Cancellation and refunds

You may cancel a subscription at any time from the client portal. Cancellation takes effect at the end of the current billing period. See our Refund Policy for details on refunds for one-off engagements and unused subscription periods.

4. Client responsibilities

You are responsible for the accuracy of the information you provide during onboarding, including venue address, contact details, and areas of focus. You must not use the Services to unlawfully surveil staff, breach privacy laws, or disparage competitors.

5. Confidentiality

Reports, visit notes, scorecards, and recommendations are confidential to you. We will not identify individual staff members by full name in written deliverables without your prior instruction. We may reference anonymised or aggregated learnings in our own marketing and case studies.

6. Intellectual property

The Miss Mystery brand, methodology, scoring rubric, report templates, and software are our intellectual property. You receive a non-transferable licence to use deliverables internally for the operation and improvement of your venue.

7. Limitation of liability

Nothing in these Terms excludes rights you have under the Australian Consumer Law. Subject to that, our aggregate liability to you for any claim arising from the Services is limited to the fees you paid us in the three months before the claim. We are not liable for indirect or consequential loss, including lost revenue or reputational damage.

8. Suspension and termination

We may suspend or terminate access if fees remain unpaid after Stripe's automatic retry cycle, or if you materially breach these Terms. On termination, your portal access ends and outstanding fees for the current period remain payable.

9. Governing law

These Terms are governed by the laws of New South Wales, Australia. The courts of New South Wales have exclusive jurisdiction.

10. Contact

Questions about these Terms: hello@miss-mystery.com.au.