Refund Policy at iceHQ
iceHQ has a no refund policy. Where possible, we help customers with their individual reasons by offering the below.
Public Sessions
No refunds for any sessions purchased.
If you are unable to make your session, please email info@icehq.com.au prior to your selected session. iceHQ can organise a credit with a 3 month expiry, minus a $5 administration fee.
Once the credit expiry passes, we are unable to issue another code under any circumstances.
We do not allow credits for “no shows” and require the customer to let us know before the session have concluded.
All credits issued are non-transferable
Term programs (Skate school, hockey school, game sense, power skating, high performance, theatre on ice)
We do not refund, credits or have make up classes for missed classes. However, we offer each student 2x free passes to come skating during any public skating. These 2x free passes can be used regardless of whether you miss a class or not. Please note these passes can only be used during the term and are not redeemable for any other item.
We do not offer refunds or credits for change of mind enrolments. If you cannot complete a term due to injury or illness, a medical certificate is required for a refund.
Individual Sessions (Drop in sessions, freestyle, scrimmages and stick and puck)
We do not offer any refunds. If a customer contacts iceHQ prior to the purchased session and it is NOT sold out, a credit can be organised with a 3 month expiry, minus a $5 administration fee. Once the credit expiry passes, we are unable to issue another code under any circumstances.
If the session is sold out, you need to contact iceHQ a minimum 5 days prior to the session to obtain a credit. If it is under 5 days, you are required to sell your own booking.
You can try selling your spot on our iceHQ hockey page www.facebook.com/groups/1552213441498596
We do not allow credits for “no shows” who contact iceHQ after the session has concluded.
All credits issued are non-transferable
Birthday Parties
All bookings require a non refundable $100 deposit at time of booking.
Over 10 days: iceHQ allow rescheduling within 3 months of original date. Re-booking fee of $50 applies.
Within 10 days: Cancellation fee of $250 applicable. You may re-book within 3 months of original date. Re-booking fee of $50 applies
If you have guest cancellations prior to your booked party, please let iceHQ know by phone/email no later than the Thursday before your party to receive a refund for the guest (maximum 2 guests). Minimum spend still applies.
We do not offer refunds for no shows on the day, however, iceHQ can provide public session passes for your return.