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Ticketek Terms and Conditions of Sale

Ticketek Pty Ltd (ABN 92 010 129 110) (“Ticketek”) provides ticketing services, including the sale and distribution of tickets, as agent for the venue, promoter or person responsible for holding the relevant event (the “Seller”). In providing these services, Ticketek owns and operates Ticketek.com and Ticketek.com.au (the “Site”).

Please read these Terms and Conditions carefully before purchasing a ticket. By purchasing a ticket from Ticketek, you agree to be bound by these Terms and Conditions.

These Terms and Conditions relate both to the sale of tickets and attendance at events. These Terms and Conditions apply to both the original purchaser and any subsequent ticketholders (“you”).

Variation to Terms and Conditions

Ticketek may vary these Terms and Conditions at any time by updating them. Any variations will only apply to ticket purchases made after these Terms and Conditions have been updated.

Additional Seller Terms and Conditions

Each ticket is also sold subject to any additional terms and conditions of the Seller for the particular event (“Seller’s Terms”). The Seller’s Terms may be disclosed as part of the event information on Ticketek’s website and at Ticketek agents and outlets at the time of purchase. The Seller’s Terms are also available from Ticketek on request.

General Terms and Conditions
Ticketek acts as agent for the Seller in the sale of all tickets. As such, except as specified in these Terms and Conditions, all claims in connection with tickets or events are the sole responsibility of the Seller and, except to the extent required by law (including the Australian Consumer Law) Ticketek otherwise has no liability to you.


Refunds, exchanges and replacements

Subject to refund requests made in relation to refundable tickets (see the Refundable Tickets Terms and Conditions of Sale below);

  1. Ticketek will only offer a refund or exchange of a ticket if an event is cancelled, rescheduled or significantly relocated by the Seller (and you cannot or do not wish to attend the rescheduled or relocated event), or to the extent otherwise required by law (including the Australian Consumer Law). You must apply for a refund within a reasonable time. Ticketek does not offer refunds or exchanges as a result of a change in your personal circumstances. 
  2. If an event is cancelled, rescheduled or significantly relocated by the Seller, all liability is limited to the amount for which the ticket was purchased (including any fees or charges). Proof of purchase may be required for any refund or exchange. Unless required by law (including the Australian Consumer Law), neither Ticketek nor the Seller will be liable for any other losses incurred by you as a result of the cancellation, rescheduling or relocation of an event, including any travel and accommodation expenses.
  3. Ticketek will only replace lost, stolen, damaged or destroyed tickets if the authenticity of the ticket can be verified, including proof of purchase, and if you give reasonable notice before the event. Ticketek may charge a reasonable fee for the replacement of tickets. Ticketek may not replace tickets where seating is unallocated (general admission tickets).
  4. You should carefully consider the refund and cancellation policies of travel, accommodation and other goods or service providers when making arrangements for attendance at an event. You may also wish to consider taking out a relevant insurance policy to cover for any losses in the event of cancellation, rescheduling or relocation.

Variations to performances or events

  1. The Seller reserves the right to add, withdraw, reschedule or substitute artists and/or vary advertised programs, prices, venues, seating arrangements (including ticket categories) and audience capacity.

Conditions of entry

  1. Admission to an event is subject to the Seller’s Terms.  In particular, the following form part of the Seller’s terms unless otherwise specified:
  2. You may be denied entry into, or removed from, an event where the Seller has reasonable grounds to do so, including if you breach these Terms and Conditions or the Seller’s Terms, or you are intoxicated, under the influence of illicit drugs, inappropriately attired or adversely affecting the enjoyment of the event by others.
  3. If you arrive late, you may not be admitted until a suitable break in the event.
  4. You may not be permitted to take into the event, or use, cameras or other photographic or recording equipment (including mobile phones).
  5. You may be required to submit to a search of your person and/or possessions before entering the event.

Authenticity and validity of tickets

  1. Entry to an event may be refused if the authenticity or validity of a ticket is questionable, including because the ticket has been damaged or defaced in any way, or has not been purchased from Ticketek or other authorised points of sale.

Resale of tickets & scalping

  1. Tickets may not, without the prior written consent of Ticketek and the Seller, be resold or offered for resale at a premium (including via on-line auction or other unauthorised resale sites) or used for advertising, promotion or other commercial purposes (including competitions and trade promotions) or to enhance the demand for other goods or services. If a ticket is sold or used in breach of this condition, the ticket may be cancelled without a refund and the ticketholder of the ticket may be refused admission. Ticketek will use reasonable efforts to notify you of such action.

SCALPING WARNING: The resale of tickets in certain circumstances is governed by ticket sales legislation and may attract criminal penalties.

Collection and delivery of tickets

  1. You must allow adequate time for collection or delivery of tickets. Methods of collection and/or delivery will be available when choosing your collection/delivery details. In the interests of minimising ticket scalping, Ticketek may change your delivery method to "venue collect" at its discretion.
  2. Where concessions are applicable, suitable and valid identification must be provided for collection of tickets and at the event.

Limitations on number of tickets purchased

  1. When purchasing tickets for a particular event you may be limited to a specified number of tickets. If you exceed the stated ticket limit, you may have any or all of your orders and tickets cancelled without notice by Ticketek at its discretion. This includes orders associated with the same name, e-mail address, billing address, credit card number or other information. Ticket limits apply to ensure fair access to tickets for fans, and as a measure to minimise ticket scalping.

System Errors

  1. While Ticketek takes all reasonable care to ensure that tickets are correctly priced and only available for sale when intended, sometimes errors may occur. Ticketek may cancel an order made as a result of any such error, although in the case of a pricing error Ticketek will endeavour to contact you to give you the option of purchasing the ticket at the correct price.

 

Customer Errors

  1. If an error on your behalf results in Ticketek reprocessing the ticket transaction at your request, Ticketek may charge to you the actual costs incurred in reprocessing the ticket transaction, including any chargeback or postage fees charged to Ticketek by a third party.

For information regarding ticketing of live entertainment and sporting events, or to obtain a copy of the Code of Practice for Event Ticketing contact Ticketek or refer to www.liveperformance.com.au.

Ticketek Online Terms of Use and Privacy Policy

The Website Terms of Use and the Ticketek Australia Privacy Policy are incorporated into these Terms and Conditions and apply to all sales through this Site.

General
The term “including” when used in these Terms and Conditions is not a term of limitation.

Ticketek Refundable Tickets Terms and Conditions of Sale

The following Terms and Conditions apply in addition to Ticketek’s standard Terms and Conditions for any and all Ticket purchases where the Customer has elected to purchase refundable tickets

We will provide You with a refund on any unused booking if You are unable to attend the booked event due to any of the circumstances set out in this document for which You have made a request for a refund and have provided the information required to support Your request, as set out in the table below below including a range of circumstances arising from the COVID-19 pandemic.

This is not an insurance policy. Refund Protection is an optional extension to Our standard Terms & Conditions of sale and trade, and it provides a right to a refund in certain defined circumstances outlined in the table below.

Your refund application and payment will be handled in our name by Refund Protect who act as the administrator of the Refund Protection extension provided by us.

Definitions

The following words or phrases have the meaning shown below wherever they appear in bold in this document. The aim of this section is to clearly define the terms used in the “What we will refund?” and “What will we not refund?” sections of this document.

We/Us/Our - We are the booking agent with whom you made the booking

You/Your/Yourself - A person who has made a booking alone or as part of a group with us.

Adverse Weather - Weather which is severe or dangerous enough for a Government Agency to have issued warnings not to travel and which entirely prevents You from attending or reaching the Booked Event

Armed Forces - Any Branch of one of the following services: Naval Service, Marines, Army or Air Force.

Booking/Booked Event - The pre-planned and pre-booked service(s)/event(s)/ticket(s) including booking and service fees transacted with Us by You

Communicable Disease - means any disease capable of being transmitted from an infected person or species to a susceptible host, either directly or indirectly.Communicable Disease includes COVID-19

Doctor - A qualified medical practitioner registered and licensed with a recognised professional body. A doctor cannot be you or a member of your immediate family.

Emergency Circumstances - An unforeseen circumstance completely outside Your control and of no fault of Yours.

Emergency Services - The Police, Fire and Rescue Service or other Emergency Services.

Illness - A physical or mental condition confirmed by a Doctor that prevents You from attending the Booked Event, this includes if You or an immediate family member contracts the COVID-19 virus.

Immediate family - Your husband, wife, partner, civil partner, parent, child, brother, sister, grandmother or grandfather.

Injury - An accidental bodily injury confirmed by a Doctor that prevents You from attending the Booked Event.

Normal Pregnancy - Symptoms which normally accompany pregnancy (including multiple pregnancy) and which are generally of a minor and/or temporary nature (e.g. morning sickness, fatigue etc.) which do not represent a medical hazard to mother or baby.

Pre-Existing Medical Condition - An injury or illness that you were aware of at the time You made the booking.

Pregnancy Complication - A complication of pregnancy other than Normal Pregnancy which You were unaware of at the time of the Booking and which results in You being unable to use, participate in or attend at the Booked Event.

Paying Party - any organisation or body who has a legal liability to pay compensation for the failure of the service against whom you have a right of redress under the terms of carriage.

Refund Protect - A trading style of Event Protect Limited who act for Us as administrator of all refund applications made by our Booking Holders under our Refund Protection terms.

What We will refund? What will We not refund? Evidence required

Illness / Injury

means an, Illness or accidental Injury to You or a member of Your Immediate Family. We will also refund the cost of the Doctor’s note on valid Refund Application.

  • If You cannot produce a Doctor’s note for the, Illness or Injury.
  • Doctor’s note or Medical Certificate confirming the illness or injury occurred occurred after purchase of your ticket and prior to the date of the Booked Event.

Pre-existing Medical Condition

means a pre-existing medical condition that You were aware of at the time You made the Booking that would not normally preclude You from participation and use of the Booking.

  • Where publicly available guidelines concerning Your pre-existing medical condition would normally preclude You from participation in or attendance at the Booked Event.
  • Where You have been advised prior to the Booking by a Doctor or medical professional that You should not participate in an event such as the Booked Event.
  • Doctor’s note or Medical Certificate dated after purchase of your ticket and prior to the date of the Booked Event.

Pregnancy Complication

means a complication of pregnancy You were unaware of at the time of the Booking and which results in You being unable to use, participate in or attend at the Booked Event.

  • Normal Pregnancy
  • If You received advice from a Doctor or Medical Professional prior to making the Booking that You should not engage in the Booked Event.
  • Doctor’s note or Medical Certificate

Death

means Your death any time prior to the Booked Event or the death of an Immediate Family member or any person(s) in the Group due to attend the event with you, up to 4 weeks prior to the date of the Booked Event.

  • The death of a person that is not an Immediate Family member or any person(s) that are not in the Group due to attend the Booked Event with you.
  • A death certificate.

Public Transport Failure

means Unexpected disruption or failure of the public transport network which You could not have reasonably been aware of before the date of the Booked Event.

  • If You were previously aware of the disruption to the Public Transport Network prior to the date of the Booked Event and did not make reasonable suitable alternative travel arrangements to attend the Booked Event.
  • If there is a financial failure of any Public Transport.
  • Paying Party - any organisation or body who has a legal liability to pay compensation for the failure of the service against whom you have a right of redress under the terms of carriage.
  • A copy of the notice of failure or disruption of the public transport. (This can normally be obtained from the transport company’s website).

Scheduled Airline Failure

means the cancellation of flight(s) which You were unaware of before the date of the Booked Event.

  • If You were previously aware of the disruption to the Public Transport Network prior to the date of the Booked Event and did not make reasonable suitable alternative travel arrangements to attend the Booked Event.
  • If there is a financial failure of any Public Transport
  • Paying Party - any organisation or body who has a legal liability to pay compensation for the failure of the service against whom you have a right of redress under the terms of carriage.
  • A copy of Your airline ticket and notice of cancellation from the airline.

Mechanical Breakdown

means in the 24 hours prior to the Booked Event, the mechanical breakdown, accident, fire or theft of a vehicle taking You to the Booked Event.

  • If You did not leave sufficient time to travel to the Booked Event.
  • If You did not make reasonable alternative arrangements to attend the Booked Event.
  • If there is a mechanical breakdown, accident, fire or theft of the vehicle taking You to the Booked Event more than 24 hours prior to the Booked Event.
  • Breakdown - A copy of the call out note from Your breakdown recovery service, (for example the RAC, AA, Green Flag).
  • Accident - An accident report from the Police or relevant traffic authority.
  • Fire - A report from the fire service and/or, the Police.
  • Theft - A record including a crime reference number from the Police and evidence from the submission of a claim to Your motor insurance company.

Jury Service

means a summons for You to attend Jury Service which takes place over the date of the Booked Event of which You were unaware at the time of making the Booking.

  • If You were aware of the Summons for Jury Service prior making the Booking.
  • A copy of the letter /Summons requiring Jury Service.

Court Summons

means You are summoned to appear as a witness in court proceedings on the day of the Booked Event of which You were unaware of the time of making the Booking.

  • If You were aware of the date of the Court Summons prior making the Booking.
  • Any Court Summons in which You are a named Defendant in Criminal Proceedings or where You are the subject of Criminal Proceedings.
  • A copy of the Court Summons.

Home Emergency

means a Burglary, Fire, Malicious Damage or Flood at Your private residence up to 48 hours immediately before the Booked Event.

  • If the Home Emergency was more than 48 hours prior to the Booked Event.
  • If You were aware of the Home Emergency prior to making the Booking.
  • Burglary, Flood, Malicious Damage - A record including a crime reference number from the Police or evidence from the submission of a claim to Your home insurance company.
  • Fire - A report from the fire service and/or police.

Armed Forces & Emergency Services Recall

means You as a member of the Armed Forces, Reserve Armed Forces or Emergency Services are recalled to work or duty on the date of the Booked Event or are posted overseas and as a result cannot attend the Booked Event.

  • You were aware or had a scheduled shift on the date of the Booked Event, prior to making the Booking.
  • You made an unsuccessful request for annual leave for the date of the Booked Event.
  • You were relocated less than 100 miles from Your current home address.
  • A note from the Your Commanding Officer or Line Manager to confirm being called into work or duty and that this was not Your originally scheduled shift(s).

Adverse Weather

means weather where a Government Agency has issued warnings not to travel which entirely prevents You attending or reaching the Booked Event.

  • Adverse weather with no warnings not to travel from a Government Agency.
  • A copy of the travel warning from the Government Agency.
  • Confirmation of the relevant road closures.

Relocated for Work

Means a requirement to move address imposed on You by Your employer, unknown to You at the date of Booking. The move may be temporary or permanent and must be more than 100 miles from Your home address at the date of Booking.

  • Where the relocation or new job is less than 100 miles from Your current residence.
  • Attendance at business meetings and business trips.
  • A letter from the Your current employer confirming the relocation.

Theft of Ticket(s)

means the theft of a physical ticket for the Booked Event in 24 hours before the Booked Event which cannot be replaced by the ticketing company/event organiser.

  • Where tickets are able to be replaced by the ticketing company /event in advance of the Booked Event or on the day via the box office.
  • A police report or crime number to confirm the theft of the tickets.
  • An email from the ticketing company/event organiser /confirming they are unable to replace/re-issue the tickets.

Government Travel Ban

means the government of Your country of residence issuing a public travel ban to the country or area where the Booked Event is scheduled to take place in the preceding 7 days before the Event

  • Where Your government has issued a travel warning but has not banned travel to the country or area where the Booked Event is located.
  • Where You made the booking after the Government Travel ban was already in force.
  • Evidence from Your national government website confirming the travel ban to the country or area where the Booked Event is located.

Redundancy

means You are unexpectedly made compulsorily redundant by Your employer.

  • Where the redundancy was voluntary.
  • Where You are dismissed from employment.
  • A letter of compulsory redundancy from Your employer.

Changes to Examination Dates

means the unforeseen change of the date of an examination for a course on which You are registered to the day(s) of the Booked Event.

  • Where You failed the examination previously and had to re-sit.
  • Where the change of date of the examination was known to You prior to making the Booking.
  • Where You have personally requested a change to the examination date.
  • A copy of a notice from the examination body, school, college, university evidencing, the date of the examination has been changed.

Emergency Circumstances

means an unforeseen circumstance completely outside Your control and of no fault of Yours. The decision to refund is entirely at the discretion of Refund Protect as our administrator. They will consider these circumstances and have no obligation whatsoever to provide a refund.

  • Anything which Refund Protect considers is not intended to be part of this wording.
  • Any evidence requested by Refund Protect to verify the emergency circumstances.

General Conditions of Refund

  • You must make all necessary arrangements to arrive at the event on time
  • You must not be aware of any fact, matter or circumstance, at the time Booking Refund Protection is selected, which may give rise to a refund request.
  • You must take all reasonable precautions to prevent or reduce any request for a refund.
  • Unless We agree otherwise:
    1. the language of this document and all communications relating to it will be English; and
    2. all aspects of the contract, including negotiation and performance, are subject to English law and the jurisdiction of the English courts.
  • You will be asked to provide at Your own expense the supporting proofs stated against the reason for refund shown in the table above.

Requesting a Refund - You must log into https://refunds.refundprotect.co and fill in and submit the Refund Application Form as soon as possible after becoming aware of circumstances that may lead You to request a refund but no more than 60 days after the Booked Event.

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