Ticket Terms
These Terms & Conditions apply to holders of Protection Plan Tickets and provide additional refund rights in addition to the Standard Terms and Conditions. This document does not constitute a policy of insurance.
Subject to these terms, holders of Protection Plan Tickets are entitled to a refund of the purchase price of their Ticket as a result of their inability to attend the Event due to the unforeseen and unavoidable circumstances listed below.
These Protection Plan Terms & Conditions do not constitute a policy of insurance but provide additional refund rights for Protection Plan Ticket Holders. Nothing in these terms affects your right to a refund at law, including under the Australian Consumer Law.
- →Refund requests must be lodged as soon as the Ticket Holder becomes aware of the circumstances — no later than 60 days after the relevant circumstance arises, or within 28 days after the event, whichever occurs earlier.
- →Required evidence must be supplied at the time of the Refund Request, or within 14 days. Failure to provide evidence within this timeframe will result in the request not being approved.
- →Where additional evidence is requested by Us, you are required to provide it within 14 days. Failure to do so will result in the request not being approved.
- →For group tickets where one or more individuals can no longer attend — refunds will only be issued for the individual Ticket Holder making the Refund Request under covered circumstances applicable to them.
- →Where Protection Plan Tickets were purchased through an authorised resale facility, approved refunds will be for the headline ticket price or the amount paid via resale, whichever is lower.
The following circumstances are explicitly excluded from the Protection Plan regardless of the situation:
- Change of mind or personal preference
- Decision to cancel attendance due to another Ticket Holder's inability to attend
- Failure or unwillingness to plan, adjust, or allow adequate travel time for road closures, detours, traffic delays, or weather disruptions
- Changes to work arrangements, including revoked or denied leave, unexpected roster changes, or work-related conflicts
- Failure to arrange travel or accommodation in advance, or changes to such arrangements (unless outlined in these Terms)
- Change in personal financial circumstances
- Medical conditions known prior to purchasing the Ticket
- Any event or circumstance that occurred prior to Ticket purchase
- Refund Requests submitted without required evidence
- Inability to return or destroy all unused Tickets in relation to the Refund Request
- Acts of terrorism, war, or civil unrest unless specifically covered by the Event's standard terms and conditions
The following 10 circumstances qualify for a refund under the Protection Plan, subject to providing the required evidence:
- Illness or injury to the Ticket Holder that makes attending medically inadvisable
- Illness or injury of an Immediate Family Member requiring the Ticket Holder to provide care
- Doctor's medical certificate on official letterhead — including diagnosis, date of onset, and confirmation of unfitness to attend
- Hospital admission documentation if applicable
- Proof of relationship to the family member if applicable
- Medical conditions known before Ticket purchase
- Minor illnesses not requiring medical treatment (e.g. colds, mild headaches)
- Elective surgeries or non-emergency procedures
- Injury or illness of a pet
- Death of the Ticket Holder
- Death of an Immediate Family Member within 30 days prior to the Event
- Funeral of an Immediate Family Member occurring within 4 days before or after the Event
- Copy of the death certificate or funeral home notice
- Proof of relationship to the deceased
- Death of non-immediate family (grandparents, cousins, friends, coworkers)
- Death of pets
- Deaths occurring prior to Ticket purchase
- Funeral outside the 4-day window either side of the Event
- Pregnancy unknown at time of purchase, where gestation is 32+ weeks at the time of the Event
- Unexpected pregnancy complications making attendance medically inadvisable
- Expectation of a grandchild (unknown at purchase), with gestation of 36+ weeks at Event time
- Doctor's letter confirming pregnancy stage and estimated due date
- For complications: doctor confirmation that attendance is medically inadvisable
- Proof of relationship to the expecting parent if applicable
- Pregnancy known before Ticket purchase
- Uncomplicated pregnancies where attendance poses no medical risk
- Complications known before Ticket purchase
- Personal discomfort without medical justification
- Vehicle accident within 14 days prior to the Event preventing safe attendance
- Mechanical breakdown (including towed item) within 14 days prior requiring significant repairs
- Vehicle registration showing proof of ownership
- Accident: police/accident report + insurance claim documentation
- Breakdown: tow receipt or roadside assistance documentation + mechanic's report
- Incidents more than 14 days before the Event
- Pre-existing or foreseeable mechanical problems
- Traffic delays, fuel shortages, flat tyres, or cracked windscreens
- Personal decision not to attend where travel remains possible
- Involuntary redundancy within 6 months prior to the Event, directly preventing attendance due to new employment obligations or immediate financial limitations
- Signed letter from former employer confirming mandatory redundancy, effective date, and notification date
- Proof of employment at time of Ticket purchase
- If applicable: new employer confirmation of commencement and leave denial
- Voluntary resignation or voluntary redundancy programs
- Redundancy known or notified before Ticket purchase
- Termination of fixed-term, casual, or self-employment arrangements
- Redundancy that does not directly prevent attendance
- Cancellation or significant delay of pre-booked flights, trains, buses or other scheduled public/commercial transport preventing Event attendance
- Official cancellation notice from the transportation provider
- Proof of booking for the affected travel (e-ticket or booking confirmation)
- Private transportation, ride-shares, or carpool cancellations
- Personal decisions to alter travel arrangements
- Delays caused by personal error (e.g. missed flights)
- Disruptions known prior to Ticket purchase
- Jury duty or mandatory court appearance preventing attendance at the Event
- Official court summons or jury duty notice with required date of attendance
- Jury duty or court summons known before Ticket purchase
- Voluntary court attendance (e.g. as a voluntary witness)
- Non-mandatory court appearances
- Unexpected military deployment or cancellation of scheduled leave coinciding with the Event date
- Official military deployment notice or leave cancellation documentation
- Deployments or relocations scheduled or known before Ticket purchase
- Voluntary duty or training exercises conflicting with the Event
- Deployment not coinciding with the Event date
- Natural disasters such as floods, bushfires, or severe weather preventing safe travel to the Event (as determined by the Organiser, acting reasonably)
- Proof of residence in the affected area (e.g. utility bill or driver's licence)
- Official government or emergency services statements confirming the disaster and its impact on travel
- Weather not significantly preventing safe access (rain, wind, mild flooding)
- Where at least one access road to the Event remains open — no refunds will be issued
- Weather in areas other than the Ticket Holder's residence or direct route
- Electing not to travel due to forecast or anticipated conditions
- Fire or flooding at your home within 30 days prior to the Event causing damage requiring immediate attention or forcing relocation
- Break-in at your home within 14 days prior requiring police involvement or immediate security measures
- Proof of residence at the affected property
- Emergency services report confirming date and severity of the fire/flood/burglary
- Insurance claim or official documentation detailing the damage
- Emergencies occurring before Ticket purchase
- Minor repairs or routine maintenance
- Non-urgent situations addressable at a later time
- Emergencies at properties not listed as your primary residence
Event Cancellations: Refunds due to Event Cancellation are covered under the Standard Ticket Terms and Conditions, not these Protection Plan Terms & Conditions.
The Protection Plan covers the cost of the purchased Protection Plan Ticket(s) only. The following additional costs are not covered under any circumstances:
Refund Requests must be submitted via our online portal. Include all necessary documentation to support your request as outlined above. Requests will only be accepted up to 28 days after the event.
Our team will review your request within 14 days of submission. If additional evidence is required, we will notify you promptly. A further 14-day review period applies for any additional evidence. We will act reasonably and in good faith.
We will notify you in writing of the outcome as soon as reasonably practicable following our determination.
If approved, we will notify our ticketing provider, which will issue the refund to the Primary Ticket Holder via the original method of payment. Reimbursement between the Primary Ticket Holder and any other Ticket Holder is a matter between those parties only.
If we decline your Refund Request you will not be entitled to a refund under these Protection Plan Terms & Conditions.
Approved refunds will be processed within 30 days of approval, however delays may occur as refunds are issued by our third-party ticketing provider. Approved Refund Requests for partial Pay Over Time orders cannot be processed until the order is paid in full.
Please retain all relevant documentation as outlined above. Failure to provide adequate proof of your circumstance may result in your Refund Request being denied.
Submit via our online portal and include all required documentation at the time of submission.