Theatre Ticketing and Refund Policy
This policy is formulated in accordance with the Australian Consumer Law (ACL) and the guidelines established under the Live Performance Australia (LPA) Ticketing Code of Practice.
Please note: All financial transactions are conducted in Australian dollars.
When You Are Entitled to a Refund
Patrons are legally entitled to a full refund, remedy, or alternative ticket options under the following conditions:
- Cancelled Performances: If a performance is cancelled entirely prior to commencement and is not rescheduled.
- Rescheduled Performances: If a performance is postponed or moved to a different date, and the patron is unable to attend the newly scheduled time.
- Significant Relocation: If the production is moved to a venue substantially different in location or nature from the original venue, affecting accessibility.
- Uncompleted Performances: If a performance is abandoned mid-show due to technical failure or force majeure, provided a substantial and meaningful portion of the event was not already delivered.
When Refunds Are Denied
In alignment with industry standards, refund or exchange requests will generally be declined under these circumstances:
- Change of Mind: The patron chooses not to attend, changes their mind, or makes a mistake during the booking process (e.g., selecting the wrong date or time).
- Personal Circumstances: Illness, family emergencies, transport delays, adverse weather conditions, or work commitments prevent attendance.
- Late Arrival: The patron arrives after the designated lock-out time and is denied entry to protect the performance environment.
- Non-Attendance: The patron fails to attend the performance without prior authorized communication.
Ticket Exchanges and Variations
Where an outright refund is denied, the venue may offer flexibility via a ticket exchange under the following rules:
- Notice Period: Request for an exchange must be submitted in writing no later than 48 hours before the originally ticketed session.
- Availability: Exchanges are subject to seating availability within the same production season.
- Fees: A standard administration fee per ticket may apply to complete the change, alongside payment for any seat tier price differences.
How to Submit a Request
All applications for refunds or exchanges must be submitted directly to the original point of purchase (the ticketing platform or venue box office) with valid proof of purchase attached. Processing times may vary depending on the payment platform.