REFUND POLICY

1. Introduction

1.1.      This Policy is to be read in conjunction with our Terms and Conditions.  Any capitalised terms not defined in this Policy has the meaning set out in the Terms and Conditions.

1.2.      In this Refund Policy, 'Credit Note' means credit of a dollar amount which may be used on The Ticket Merchant Site, provided to you as a coupon code to be sent to the email address specified on your account, subject to the terms set out in this Policy.

2. Event cancellations or postponements

2.1.      It is your sole responsibility to keep up to date with any event cancellation or rescheduled event. We will use reasonable endeavours to notify you once we have been notified and authorised to notify you from the Event Provider. We cannot guarantee that you will be informed of such cancellation before the date of the event.

2.2.      Postponed Events: Where an event is postponed for any reason (e.g. where the event is at the same venue but is moved to a different date/time), including due to COVID-19 or weather restrictions, your original ticket will be valid for such postponed or rescheduled event (unless we inform you otherwise in writing – such as the issue of a new ticket) and no refund or Credit Note will be issued.

2.3.      Cancelled Events due to COVID-19: If an event is cancelled due to COVID-19 restrictions, you will be entitled to a Credit Note in accordance with any requirements under Australian Consumer Law.

2.4.      Cancelled Events due to other reasons:  If an event is cancelled for any reason other than COVD-19, we will offer a Credit Note for the price of your Ticket (less any reasonable costs incurred by us, such as Merchant, delivery or handling fees) in the following circumstances:

(a)       in the case of a multi-day event, if part of that event is cancelled then a pro-rated Credit Note will be issued;

(b)       if the event subject of the Ticket is cancelled for any reason, and not rescheduled; or

(c)       where there is a Significant Relocation of the event that makes it impossible for you to attend the event, and where the nature and experience of the event is fundamentally altered by that relocation. In this clause, Significant Relocation means a relocation of the event to a location that is greater than 50km from the original location of the event specified on your Ticket.

2.5.      In order to obtain a remedy under 2.3(c), you must notify The Ticket Merchant (dependent on the timing of the re-scheduling or relocation) not less than five (5) Business Days before the scheduled date of the event. Where the relocation occurs less than five (5) Business Days prior to the original event date you must contact The Ticket Merchant within one (1) Business Day of the rescheduling or relocation being advised.  To the maximum extent permitted by law, we will not be liable to provide a refund or credit note if you fail to comply with the dates set out in this clause.

3. Refunds

3.1.      An Order cannot be cancelled by you once the Order has been placed, (except as required by Australian Consumer Law).

3.2.      We will provide site credit, a refund or replacement of your Ticket if required by Australian Consumer Law.

3.3.      Subject to Australian Consumer Law, you will not be entitled to a refund where:

(a)       you change your mind;

(b)       you are no longer able to attend the event;

(c)       the event is rescheduled;

(d)       the event is only partially performed;

(e)       you do not enjoy the event;

(f)        a support act for an event is altered;

(g)       there is a subsequent release of additional tickets for the same event;

(h)       an understudy is used in the event rather than the headline performer; or

(i)         your tickets are lost or stolen.

4. Refund Tender

Credit

• If you are to receive a Credit Note, you will issued the Credit Note, usually by way of a coupon code, to the email address you provided to us for purchase of your Ticket, once your return has been processed.
• Please allow up to three (3) business days for store credit to be applied from the date on which we receive your items.
• Credit Notes are valid for a period of 3 years from the date of issue. Please ensure you are aware of the expiry date of the Credit Note to ensure redemption occurs prior to this date.
• Once your Credit Note has reached its expiry date or reached nil balance, any unspent value cannot be used or redeemed by you.
• Credit Notes are non-transferrable, non redeemable for cash and cannot be replaced if lost, stolen or used without your permission.
• Credit Notes may not be used to purchase The Ticket Merchant gift vouchers.
• If a purchase is of a lower value to the Credit Note, the remaining amount will remain on the Credit Note or on the same code. This can then be used for future purchases but will still hold the original expiry date. 
• If a purchase exceeds the value of the Credit Note, the remaining amount must be paid for by another payment method at the time of making the purchase.

Cash

• If you are entitled to a cash refund, your refund will be returned in the same manner as the original payment method.
• Please note that processing of refunds can take up to seven (7) business days to show on your account due to varying processing times between payment providers. 

5. Consumer Guarantees

The consumer guarantee provisions of the Australian Consumer Law are unlikely to apply to cancellations as a direct result of government restrictions. 

This Policy is otherwise not intended to replace or exclude any rights available to you under the Australian Consumer Law.  Certain legislation including the Australian Consumer Law, and similar consumer protection laws and regulations may confer you with rights, warranties, guarantees and remedies relating to the provision of goods or services to you by us which cannot be excluded, restricted or modified. Our liability is governed solely by the Australian Consumer Law, this policy and any terms and conditions specified on our Sites.

6. Amendment

This Policy may be amended from time to time by us, without prior notice. Any purchase from us following any such amendments will be deemed to be confirmation that you accept those amendments. We recommend that you check our current Terms and Conditions before making any purchase.

7. Contact us

If you have any enquiries regarding our Refund Policy, you can get in contact with us by emailing us at [email protected].

For further information on your refund rights, please refer to the Consumer Affairs Victoria website.