Effective date: 21 July 2026
This policy explains how SINFUL SECRETS & CO PTY LTD trading as Sinful Secrets (ABN 70 700 069 736) handles booking deposits, membership and advertising payments, incall-space bookings, member points, duplicate transactions and refund requests.
1. Your legal rights come first
Nothing in this policy excludes, restricts or modifies any consumer guarantee or other right that cannot lawfully be excluded. Services supplied to a consumer must be provided with due care and skill, be fit for any agreed purpose and be supplied within the agreed time or, if no time is agreed, within a reasonable time.
This policy distinguishes a statutory remedy from an ordinary change-of-mind request. A change-of-mind refund is not automatic, but that does not affect a remedy required by the Australian Consumer Law or another applicable law.
2. When a payment secures a service
An enquiry alone does not create a confirmed booking. A payment secures a booking, advertising placement, membership, room-hire period or other service only after Sinful Secrets has accepted the request and issued or confirmed the matching reference.
If money is received for a request that Sinful Secrets does not accept, the amount received for that unaccepted request will be returned to the original payment method unless the payer asks for an available credit or transfer.
3. Booking deposits
A booking deposit reserves time and may cover genuine administration, preparation and lost opportunity. If the client cancels after confirmation or does not attend, Sinful Secrets may retain an amount that reasonably reflects the circumstances and genuine loss connected with the reservation. A retained amount is not intended to operate as an arbitrary penalty.
Any service-specific notice period or cancellation amount will be clearly disclosed before payment or in the written booking confirmation. If Sinful Secrets or the relevant provider cancels and no reasonable alternative is accepted, the amount paid to Sinful Secrets for the cancelled service will be refunded.
Where a reschedule is reasonably available, Sinful Secrets may offer a one-time transfer to a new date. A transfer is not guaranteed and does not remove any non-excludable legal right.
4. Incall-space bookings
An incall-space period is not confirmed until it is approved and the required payment has cleared. If Sinful Secrets cannot supply the confirmed space or agreed time and the hirer does not accept a reasonable alternative, the affected room-hire payment will be refunded.
If the hirer cancels after the time has been reserved, any refund or credit will take account of the notice given, whether the period can reasonably be rebooked, work already performed and genuine loss. Cleaning, damage, replacement or unauthorised overstay charges are separate claims and must be reasonably supported by the circumstances.
5. Memberships, advertising, boosts and profile services
If a paid service has not started, no placement has been reserved and no substantive setup work has been completed, a change-of-mind refund may be approved on request. If performance has started, a refund may be reduced by the reasonable value of the service already supplied or costs already reasonably committed.
No particular number of views, enquiries or bookings is guaranteed. However, if Sinful Secrets does not supply the purchased membership, placement, boost or profile service as described, the customer may be entitled to re-performance, an extension, a credit, a partial refund or cancellation and refund depending on the circumstances and applicable law.
6. Member points
Paid points are prepaid credit for eligible Sinful Secrets model-member services. They do not expire and purchased and promotional bonus points are recorded separately. Points are not transferable and cannot ordinarily be withdrawn as cash.
A change-of-mind cash refund is not automatic after paid points have been correctly credited. A request involving unused purchased points will be considered where the related service cannot be supplied, a payment was duplicated, the purchase was unauthorised, a remedy is required by law, or another exceptional circumstance makes a refund appropriate.
Any approved cash refund will not include a separate amount for promotional bonus points and will not exceed the amount actually paid for the unused purchased balance. Points already redeemed, refunded or reversed may be deducted when the amount is calculated. If a points-funded service request is declined or cancelled by Sinful Secrets, the held points will be returned to the same wallet.
7. Duplicate, failed and unauthorised transactions
A failed or declined payment does not secure a service. A temporary pending entry shown by a bank is not necessarily a completed charge.
If the same Sinful Secrets reference is charged more than once, contact us promptly. After the duplicate is verified, the duplicate amount will be returned to the original payment method. If you believe a payment was unauthorised, contact your financial institution and Sinful Secrets as soon as possible so the transaction and account can be secured and investigated.
8. Card surcharges
No card surcharge will be applied unless it is clearly disclosed before payment. Any surcharge that is introduced will be limited to the amount permitted by applicable Australian payment-surcharge rules. If no surcharge-free payment method is available, displayed pricing will be adjusted as required by law.
9. How to request a refund, credit or reschedule
Email compliance@sinfulsecretsau.com and include:
- your name and account email or phone number;
- the Sinful Secrets payment or booking reference;
- the payment date and amount;
- the service involved;
- the remedy requested and a brief explanation.
Do not email a full card number, card security code or unnecessary identity document. We aim to acknowledge a complete request within three business days and to provide an outcome or progress update within ten business days. Complex safety, fraud or third-party investigations may take longer, in which case we will provide an update.
10. Refund method and timing
Approved refunds are ordinarily sent to the original payment method. This protects both the payer and the business. After Sinful Secrets submits a refund, the bank or payment provider controls how long it takes to appear. Processing commonly takes several business days.
If the original method cannot receive the refund, Sinful Secrets may request reasonable information to arrange a secure alternative. This does not mean full bank or card credentials should be sent by ordinary email.
11. Payment disputes and chargebacks
You are encouraged to contact Sinful Secrets first so the transaction can be located and a lawful remedy considered. Nothing in this policy prevents a person from contacting their bank, payment provider, regulator or consumer-protection body. Knowingly making a false payment dispute or chargeback may result in account restrictions and recovery action where lawful.
12. Related policies
13. Contact
SINFUL SECRETS & CO PTY LTD trading as Sinful Secrets
ABN 70 700 069 736
Email: compliance@sinfulsecretsau.com
Phone: 0456 482 543
Brisbane, Queensland, Australia
Sinful Credits: Purchase, use and eligible package refunds are also governed by the Sinful Credits Terms.
