Terms and Conditions
Ticketing Terms and Conditions
We do not offer exchanges or refunds unless otherwise described in the Live Australia Ticketing Code of Practice.
You will be entitled to a refund in the following circumstances:
(a) The Event to which you purchased a Ticket from the Trust or another Authorised Seller is cancelled prior to the Event.
(b) The Event to which you purchased a Ticket from the Trust or another Authorised Seller is rescheduled prior to the Event, and you cannot or do not wish to attend the rescheduled Event.
(c) Where an Event is rescheduled, reasonable endeavours will be made to ensure that you are offered seating in a similar location at the rescheduled Event. If the Event is not rescheduled, you will receive a full refund of the Ticket price and other Ticket charges.
(d) The Event to which you purchased a Ticket from the Trust or an Authorised Seller is significantly relocated, and the nature of the experience and/or geographic location of the Event is fundamentally altered by the relocation. You must apply for a refund within five (5) working days of the announcement of the relocation in order to obtain a refund.
You may be entitled to a refund or exchange in the following circumstances:
(a) An Event is cancelled due to unforeseen circumstances that arise during the Event, leaving the Event uncompleted. If a substantial proportion of the Event is completed then, depending on the circumstances, the Trust may determine that a refund or exchange is not warranted.
(b) If the amount paid by you for a ticket to an Event or Other Product is incorrect, the Trust may cancel that ticket (or the order for that ticket) and refund you the amount paid. This may occur in the following circumstances:
1. An error arose due to an error in a price posted on the Trust’s website or otherwise communicated to you.
2. You were able to order a ticket before an Event’s scheduled on-sale or presale date.
3. You were able to order a ticket that was not supposed to have been released for sale.
4. An error arose due to human error or a transactional malfunction of a system operated by the Trust.
You will not be entitled to a refund or exchange in the following circumstances:
(a) Your ticket was free or complimentary.
(b) You did not enjoy the Event or were dissatisfied with the performance at the Event.
(c) You are unable to attend for reasons including but not limited to; illness; illness of any person accompanying you to the Event, or other person for whom you need to care; transport failure or delay; or where you choose not to attend the Event.
(d) You arrive late to an Event and are refused entry on the grounds that latecomers will not be admitted, or you are delayed admission or readmission until a suitable break in the performance.
(e) You have been refused entry to or evicted from the Venue.
(f) A performance has been made by an understudy in the place of a main performer, provided that you have been made aware of the use of an understudy at the Event.
(g) An opening or support act is cancelled or replaced or if the acts appearing at a festival change, provided that you are made aware of the cancellation, replacement or change at the Event.
(h) The Trust or another Authorised Seller alters the Ticket price in response to varying levels of consumer demand.
(i) The Trust or another Authorised Seller releases additional seats or additional dates for presentation of the Event.
(j) Tickets for a general admission Event are lost or stolen
(k) The Trust has not complied with the terms of the LPA Ticketing Code of Practice. Refunds in this circumstance depend on the nature of the non-compliance.
Particulars of refund
(a) Refunds will be paid to the original Ticket purchaser.
(b) In order to verify the authenticity of any claim, the original Ticket and/or proof of purchase may be requested.
(c) A refund will be processed using the original method of payment. If the original method of payment was cash, a refund will be issued via cheque.
(d) A refund may not necessarily be available at the time the refund is requested.
(e) A full refund covers the entire cost of the Ticket, including all service charges and payment processing charges.
(f) A refund does not cover costs imposed by external suppliers that the consumer was not obliged to incur but chose to incur, such as registered or express post fees, courier charges or insurance.
(g) Unless required by law, the Trust will not reimburse you for auxiliary expenses incurred in connection with your attendance or non-attendance at an Event, including a cancelled, rescheduled or relocated Event. Auxiliary expenses include, but are not limited to, the cost of travel, meals, car-parking, child-care and accommodation.
Your personal information
(a) Personal information we may collect during your ticket purchase may include but not limited to your name, postal address, phone number/s, email address/es, username and password.
(b) Your personal information is collected and used in accordance with the Monash Privacy Procedure.
(c) Your personal information may be used to facilitate your ticket purchases and any services we may provide after your ticket purchase.
(d) Your personal information may need to be disclosed to other organisations as permitted or required by law; and to presenters of events at our venues to which you have purchased tickets.
(e) Your personal information may not be used for marketing purposes unless you have provided your consent through the ticket purchase process.