Protection Plan Ticket Terms and Conditions

In these Protection Plan Terms & Conditions:

Doctor – means a licensed medical practitioner recognised by a relevant medical regulatory body and who is not a relative or close personal acquaintance of the Ticket Holder.

Event – means the event conducted by the Organiser in respect of which the Ticket has been purchased.

Immediate Family Member – means the Ticket Holder’s husband, wife, spouse, parent, child, brother or sister.

Primary Ticket Holder – means the individual who purchased the Tickets under their name.

Refund Request – means a request for a refund made in accordance with these Protection Plan Terms & Conditions

Ticket  – means a valid Protection Plan Ticket to the Event, purchased in accordance with the Standard Terms & Conditions.

Ticket Holder – means the individual who intends to use the Ticket that has been purchased by the Primary Ticket Holder on their behalf.

You – means the Primary Ticket Holder or the Ticket Holder (as applicable).

All festivals are run through the same entity so it will always refer to Outback Music Festival Group Pty Ltd

• Refund Requests must be lodged as soon as the becomes aware of circumstances that lead to them to request a refund, but no later than 60 days after the circumstance arises in respect of which the Ticket Holder seeks a refund under these Protection Plan Terms & Conditions.
• Required evidence must be supplied at the time the Refund Request is made or otherwise within 14 days . If you do not provide required evidence within this time frame your Refund Request will not be approved.
• Reasonable additional evidence may be requested by Us. Where we request additional evidence you are required to provide the additional evidence within 14 days. If you do not provide additional evidence within this time frame your Refund Request will not be approved.
• Group tickets where one or more individuals can no longer attend—refunds will only be issued under the covered circumstances applicable to the individual Ticket Holder making the Refund Request.

The Protection Plan Ticket does NOT provide coverage for your inability to attend the Event due to any circumstance not covered by these Protection Plan Ticket Terms & Conditions, including but not limited to:

1.1. Change of mind or personal preference

1.2. Unwillingness to attend the Event due to changes required to your travel plans

1.3. Any decision to cancel attendance due to another Ticket Holder’s inability to attend the Event

1.4. Change in personal financial circumstances

1.5. Failure to arrange leave from work, travel or accommodation in advance

1.6. Changes in travel or accommodation arrangements unless outlined in these Protection Plan Ticket Terms & Conditions

1.7. Medical conditions that were known prior to purchasing the Ticket

1.8. Any event or circumstance that occurred prior to the Ticket purchase

1.9. Refund Requests submitted without the required evidence

1.10. Inability to return or destroy all unused Tickets in relation to the Refund Request.

1.11. Acts of terrorism, war, or civil unrest unless specifically covered by the Event’s standard terms and conditions.

1. Injury or Illness

If you or an Immediate Family Member is unable to attend the Event due to injury or illness as set out below, you may make a Refund Request.

• Covered Circumstances:

– Illness or injury to the Ticket Holder that makes attending the event medically inadvisable.

– Illness or injury of an Immediate Family Member requiring the Ticket Holder to provide care, preventing event attendance.

• Required Evidence:

– Documentation provided by a Doctor, such as a medical certificate or doctor’s note, issued on official letterhead and include the diagnosis, treatment details, and confirmation that the Ticket Holder is medically unfit to attend the Event.

– Hospital admission documentation

– Proof of relationship to the family member, if applicable.

• Not Covered:

– Inability to attend arising out of medical conditions (of the Ticket Holder or an Immediate Family Member) known before the Ticket purchase.

– Minor illnesses (e.g., colds, mild headaches, or common flu) that do not require medical treatment or hospitalisation.

– Elective surgeries or non-emergency medical procedures.

– Any condition that in the reasonable determination of the Organiser would not prevent the Ticket Holder from attending the Event (e.g., mild discomfort or fatigue).

– Injury or illness of a pet.

2.  Death and Funeral Attendance

If You or an Immediate Family Member passes away, or a funeral of an Immediate Family Member is arranged, you (or your estate) may make a Refund Request.

• Covered Circumstances

– Death of the Ticket Holder.

– Death of an Immediate Family Member in the period of 30 days prior to the Event.

– The funeral of an Immediate Family Member, scheduled to be held in the period commencing four days prior to the Event and concluding four days following the Event.

• Required Evidence:

– A copy of the death certificate or funeral home notice.

– Proof of relationship to the deceased.

• Not Covered:

– Death of non-immediate family members (e.g., grandparents, cousins, aunts, uncles, friends, or coworkers).

– Death of pets.

– Deaths that occurred prior to purchasing the Ticket.

– The funeral of non-Immediate Family Members,

– The funeral of an Immediate Family Member that does not occur within the period commencing four days prior to the Event and concluding four days following the Event.

3. Pregnancy

If you, your spouse, or your child is expecting a baby, and the pregnancy or due date interferes with attending the Event, you may make a Refund Request.

• Covered Circumstances:

– A pregnancy of you or your spouse/partner that was unknown to you at the time of booking tickets, where the pregnancy gestation would be 32 weeks or more at the time of the Event.

– If you or your spouse/partner experiences unexpected pregnancy complications that make attending the Event unsafe or medically inadvisable.

– If the Ticket Holder is expecting the birth of a grandchild, that was unknown to you at the time of booking tickets, where the pregnancy gestation would be 36 weeks or more at the time of the Event.

• Required Evidence:

– A doctor’s letter or certificate issued on official letterhead confirming the pregnancy stage and estimated due date.

– For unexpected pregnancy complications: documentation provided by a Doctor, including confirmation that the Ticket Holder is medically unfit to attend the Event.

– Proof of relationship to the expecting parent (e.g., birth certificate or family documents).

• Not Covered:

– Pregnancy that was known before purchasing the Ticket.

– Uncomplicated pregnancies where attending the Event would not pose a medical risk.

– Pregnancy complications that were known or diagnosed before purchasing the Ticket.

– Routine procedures related to pregnancy (e.g., non-emergency prenatal checkups or ultrasounds scheduled on the event date).

– Personal discomfort or decisions not to attend the Event due to pregnancy symptoms.

– Personal concerns related to pregnancy that do not have medical justification.

4. Vehicle Accident or Breakdown

If you are unable to attend the Event due to an accident or mechanical breakdown involving your vehicle or anything your vehicle is towing while en route to the event, you may make a Refund Request.

• Covered Circumstances: 

– A vehicle accident that occurs while traveling to the Event, preventing safe arrival or attendance.

– A mechanical breakdown of your vehicle or anything your vehicle is towing while traveling to the Event that requires significant repairs making it impossible to attend the Event.

• Required Evidence:

– Vehicle registration documentation showing proof of ownership.

– In the case of accident:

• A police report or accident report documenting the time, location, and nature of the accident.

• Insurance claim or repair documentation confirming the date and nature of the accident.

– In the case of breakdown:

• A tow truck receipt or roadside assistance documentation showing the breakdown occurred on the way to the Event.

• A mechanic’s report detailing the issue and the time required for repair.

• Not Covered:

– Vehicle accidents or breakdowns that occur in advance of your departure to the Event.

– Routine maintenance issues or pre-existing mechanical problems that were known before traveling to the Event (e.g., a car already in need of repair).

– Failure to attend the Event due to traffic delays, fuel shortages, or minor issues such as flat tires or cracked windscreens.

– Personal decision not to attend the Event due to minor damage or inconvenience caused by the accident or breakdown, if travel is still possible.

5. Relocation of Employment

If you are required to relocate for your employment, making it impossible to attend the Event, you may make a Refund Request.

• Covered Circumstances:

– You are required by your employer to relocate to a location that will add more than 750km distance to travel to the Event.

– Your employer mandates a transfer to a different location with short notice that conflicts with the Event date.

• Required Evidence:

– Proof of residence at the time of Ticket purchase.

– A signed letter from your employer confirming the mandatory relocation, including the reason for the move, the location, and the date of notice.

– Proof that the relocation results in an additional 750km distance (or more) to travel to the Event, than your place of residence when you purchased tickets.

• Not Covered

– Voluntary relocation or self-initiated moves (e.g., choosing to move for personal reasons).

– Relocation that was planned or known at the time of purchasing the Ticket.

– Temporary job assignments or relocations that do not prevent you from attending the Event (e.g., a short business trip).

– Remote work or relocations that do not result in an additional 750km distance to travel to the Event.

– Your decision not to attend the Event the due to any increase in travel time or cost following relocation.

6. Transportation Cancellations or Disruptions

If your primary mode of transportation to the Event is canceled due to unforeseen circumstances, you may make a Refund Request.

• Covered Circumstances:

– Cancellation or delay of flights, trains, buses, or other scheduled transport that prevents attendance.

• Required Evidence:

– Official notice of cancellation from the transportation provider (e.g., airline or train company).

– Proof of booking for the original travel arrangements.

• Not Covered:

– Delays or cancellations caused by personal error (e.g., missed flights or trains due to late arrival).

– Transport cancellations known or announced prior to purchasing the Ticket.

– Failure to account for regular traffic delays or public transportation schedules.

7. Jury Duty or Court Summons

If you are called for jury duty or receive a court summons and your attendance at court to comply with your obligations means you are unable to attend the Event, you may make a Refund Request.

• Covered Circumstances

Jury duty or a mandatory court appearance preventing your attendance at the Event.

• Required Evidence:

– A copy of the official court summons or jury duty notice with the required date of attendance.

• Not Covered:

– Jury duty or court summons for dates that were known prior to Ticket purchase.

– Voluntary attendance at legal proceedings (e.g., attending court as a voluntary witness, provision of character testimony).

– Non-mandatory court appearances (e.g., mediation, voluntary civil hearings).

8. Military Deployment

If you are an active military service member and are deployed or have your leave canceled, you may make a Refund Request.

• Covered Circumstances:

– Unexpected military deployment or cancellation of scheduled leave that coincides with the Event date.

• Required Evidence:

– A copy of the official military deployment notice or leave cancellation documentation.

• Not Covered:

– Military deployments, assignments, or relocations that were scheduled or known before purchasing the Ticket.

– Voluntary duty or training exercises that conflict with the Event.

– Deployment that does not coincide with the Event date.

9. Severe Weather or Natural Disaster

If severe weather or a natural disaster prevents you from attending the event, you may make. Refund Request.

• Covered Circumstances:

– Natural disasters such as floods, bushfires, or severe weather conditions that prevent safe travel to the event location (as determined by the Organiser, acting reasonably).

• Required Evidence:

– Proof of residence in the affected area (e.g., utility bill or driver’s license)

– Official government statements confirming the natural disaster or severe weather condition.

• Not Covered:

– Weather conditions that do not significantly impede safe travel (e.g., rain, wind, mild snow) as determined by the Organiser, acting reasonably.

– Weather-related issues that occur in an area other than your place of residence or en route to the Event location (e.g., flight delays due to bad weather in a different state/country).

– Inability to attend due to poor planning for weather conditions known in advance (e.g., choosing not to travel because of mild weather concerns).

10. Home Emergency

If an emergency occurs at your home, making it impossible for you to attend the Event, you may make a Refund Request.

• Covered Circumstances:

– Fire or flooding in your home that occurs in the period of 30 days prior to the Event, causing damage that requires your immediate attention or forces you to remain at the property, or forces you to relocate due to the property being uninhabitable.

– A break-in at your home in the period of 14 days prior to the Event that causes damage or loss of property and requires police involvement or immediate security measures.

• Required Evidence:

– Proof of residence (e.g., utility bill or lease agreement) at the affected property.

– An emergency services department report confirming the date and severity of the fire/flood/burglary.

– Insurance claim or official documentation detailing the fire/flood/burglary and the resulting damage.

• Not Covered:

– Emergencies that occurred before purchasing a Ticket.

– Minor home repairs or routine maintenance that do not prevent you from attending the Event.

– Non-emergency situations that could be addressed at a later time (e.g., nonurgent\ leaks, small electrical faults).

– Emergencies affecting properties not listed as your primary residence.

– Personal concerns about leaving your home unattended after minor incidents (e.g., slight property damage with no security risk).

11. Event Cancellations

Refunds due to Event Cancellation are covered under the Standard Ticket Terms and Conditions.

1. The Protection Plan Ticket covers the cost of the purchased Protection Plan Ticket(s) only. Any additional costs associated with your inability to attend the Event are not covered and will not be refunded. This includes, but is not limited to:

• Transport Costs: Airfare, train or bus tickets, fuel, taxi or rideshare fees, etc.
• Accommodation Costs: Hotel bookings, Airbnb rentals, or other lodging expenses.
• Food or Beverage Costs: Pre-purchased meals, drink packages, or dining reservations.
• Merchandise or Additional Event-Related Purchases: Including Event-specific merchandise, tickets for Event activities, VIP upgrades, or parking passes.
• Other Personal Expenses: Any other ancillary costs incurred by the Ticket Holder.

2. Costs incurred by the Ticket Holder that are associated with preparing and submitting your Refund Request.

Any Ticket Holder can submit a Refund Request via our online portal. If the Refund Request is made by someone other than the Primary Ticket Holder, we will need to verify the Refund Request with the Primary Ticket Holder, as the refund will be issued via the original method of payment.

1. Submit a Refund Request: Refund Requests must be submitted via our online portal. When making a Refund Request please include all necessary documentation to support your request as outlined in the sections above.
2. Refund Request Review: Our team will review your Refund Request within 14 days of submission. If additional evidence or information is required, We will notify you promptly. A further 14 day review period will apply in respect of Our review of any additional evidence or information. We will act reasonably and in good faith in making our determination of the Refund Request.
3. Notification: We will notify you in writing of the outcome of your Refund Request as soon as is reasonably practicable following our determination.
4. Approved Refund Requests: If we approve your Refund Request we will notify our ticketing provider, which will then issue the refund to the Primary Ticket Holder. Reimbursement of any funds as between the Primary Ticket Holder and Ticket Holder is entirely a matter as between the Primary Ticket Holder and Ticket Holder and we have no liability in respect of a failure by a Primary Ticket Holder to reimburse any Ticket Holder.
5. Declined Refund Requests: If we decline your Refund Request you will not be entitled to a refund under these Protection Plan Terms & Conditions.
6. Refund Processing: We will use reasonable efforts to ensure that approved Refund Requests will be processed, and refunds issued within 30 days of Refund Request approval, however delays may occur as the refund will be issued by our third party ticketing provider. Approved Refund Requests for partial Pay Over Time orders are unable to be processed until the order is paid in full. Refunds will be issued via the original method of payment.

Important: Please retain all relevant documentation as outlined above. Failure to provide adequate proof of your circumstance may result in your Refund Request being denied.