Cancellation & Refund Policy

• Please contact us as soon as possible if you need to cancel, change your date, alter visitor numbers or expect to arrive late.
• If no deposit or prepayment was required, there is no cancellation fee.
• If you prepaid and give at least 48 hours’ notice, you may choose a full refund, booking credit or new date.
• With less than 48 hours’ notice, we will first offer a new date or credit. If you request a refund, we may deduct reasonable costs already incurred specifically for your booking.
• If you do not attend or contact us, a prepaid amount may be retained only to cover reasonable losses caused by the no-show.

Large groups, private sessions, school groups and special events may require a deposit and have booking-specific cancellation terms. We will provide these terms before payment, and they will form part of your confirmation.

If no separate terms were provided, the standard terms above apply. Any amount retained will be limited to reasonable costs and losses connected with the cancellation.

Fossicking is an outdoor experience and may continue in light or changeable weather. If you decide not to attend while we remain open and can safely provide the experience, the standard cancellation terms apply.

If PATS Gems cancels because of severe weather, unsafe conditions, an unexpected closure or another circumstance that prevents us from providing the booked service, you may choose a new date, booking credit or refund of the amount paid for that service.

We recommend checking conditions before travelling. Unless required by law, PATS Gems is not responsible for separate travel, accommodation or third-party costs.

We will do our best to accommodate late arrivals, but an experience may need to be shortened or moved if staff, equipment or session times are affected. A refund is not normally available where the service remains available but cannot be fully used because of a late arrival.

Increased visitor numbers are subject to availability and additional charges. If fewer people attend than booked, the cancellation terms may apply to prepaid places.

Gemstone finds vary naturally. We cannot guarantee a sapphire or gemstone of any particular type, size, quality or value. A refund is not available only because a particular gemstone was not found, provided the experience was supplied as described and with due care and skill.

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. The remedy for a problem depends on the circumstances and whether the problem is major or minor.

We do not have to provide a refund for a simple change of mind. At our discretion, unused and resaleable non-perishable items may be accepted for exchange or store credit within 14 days with proof of purchase.

Change-of-mind returns are not available for custom-made, altered, resized or engraved jewellery; customised gemstones; opened food, drinks or perishables; hygiene-restricted items; or items damaged through misuse.

These exclusions do not affect your rights if an item is faulty, unsafe, not as described or otherwise fails to meet a consumer guarantee.

Gift cards and vouchers will be valid for at least three years from supply unless an exemption under Australian law applies. The expiry date will be shown on the card or voucher.

They are not refundable for change of mind and cannot normally be exchanged for cash. An eligible refund for a voucher-paid booking will generally be returned to the voucher or issued as replacement credit, unless the law requires another remedy.

Contact us promptly about a lost, stolen or damaged voucher. Replacement is at our discretion and may require proof of purchase and the voucher number.

Approved refunds will usually be returned to the original payment method. Please allow 5–10 business days after approval for funds to appear, depending on your bank or payment provider.

We may ask for a booking confirmation, receipt or other reasonable proof of purchase.