Our goal at TicketWeb is to make your purchasing experience easy, efficient and equitable, so we can get you on your way to live events as quickly as possible. The following policies are designed to ensure your satisfaction and understanding of our purchase processes. If you have any questions about the information below, please Contact us.
Each ticket that you purchase is a licence to attend a particular event and is subject to the additional terms set forth on that ticket.
2. Who You Are Buying From
TicketWeb is a Ticketmaster Australasia Pty Ltd (ABN 49 089 258 837) business. TicketWeb sells tickets on behalf of third parties who provide or sponsor an event or who operate a venue where events are held. We refer to these artists, agents, venues, promoters or sponsors from whom we obtain tickets to sell to you as our 'Event Partners'. As TicketWeb acts as an agent for Event Partners, except as specified in these terms and conditions, TicketWeb will not be held personally liable for any dispute over an event or a ticket purchase. If you are using the Site to purchase a ticket for an event that is located in Australia, then you will be contracting with TicketWeb as agent for the Event Partner (and the tickets will be sent from Australia), regardless of whether you are located in Australia or elsewhere.
Details of the Event Partner for a particular event can be obtained from TicketWeb. Each ticket is issued subject to the terms and conditions of the Event Partner and of any venue at which the relevant event is held ('Venue'). Full details are normally available on the event website or at the Venue box office.
3. Pricing and Availability
TicketWeb sells tickets on behalf of Event Partners, which means TicketWeb does not set the ticket prices, determine seating layouts or control the ticket inventory.
4. Special provisions for Platinum Tickets
If you're buying Platinum Tickets from TicketWeb, the following information applies in addition to the other sections of this Purchase Policy. If there's any inconsistency between this section and the rest of this Purchase Policy, this section will take precedence when you purchase Platinum Tickets.
Platinum Tickets for events sold by TicketWeb are only available online through platinum.ticketmaster.com.au. The price of Platinum Tickets is set according to demand at the time you purchase, so it may vary - you pay the price displayed at the time you make your purchase, but the price of similar Platinum Tickets may increase or decrease after you have purchased. You won't be entitled to a refund if the price of similar Platinum Tickets subsequently falls. Platinum Tickets are some of the best seats or tickets available for each event, so the numbers of available Platinum Tickets may be extremely limited and can sell out quickly. Occasionally, additional tickets may be available prior to the event but TicketWeb does not control this inventory or its availability. For details of any fees or other charges that apply to your order of Platinum Tickets, please look for information on the pages where the Platinum Tickets are advertised. Even though TicketWeb Platinum Tickets may be available through platinum.ticketmaster.com.au, you should deal directly with the TicketWeb Customer Service Department if you have any questions or issues in respect of TicketWeb Platinum Tickets.
5. Cancelled Events
Occasionally, events are cancelled or postponed by the Event Partner due to weather conditions or other situations which may affect the performers, staff or audience. If an event is cancelled, please contact TicketWeb for information on receiving a refund. Unless indicated otherwise in relation to a particular event, if an event is cancelled or rescheduled, ticket purchasers will be offered seats at any rescheduled event up to the face value of the original tickets or, if the ticket purchaser is unable to attend the rescheduled event or the event is not rescheduled, a refund. Refunds for tickets purchased prior to the date of the original event will be given up to the amount paid for the tickets (including per transaction handling fees) but will normally exclude any delivery fees paid in respect of the tickets. Depending on the circumstances in each case, a partial refund may be given where one day of a multi day event is cancelled. Contact TicketWeb for exact instructions if an event is cancelled or rescheduled. Please make sure to include/provide your TicketWeb order number so we can expedite your refund (if applicable).
It is your responsibility to ascertain whether an event has been cancelled and the date and time of any rescheduled event. If an event is cancelled or rescheduled, we will use reasonable endeavours to notify ticket purchasers of the cancellation once we have received the relevant authorisation from the Event Partner. We do not guarantee that ticket purchasers will be informed of such cancellation before the date of the event.
6. Opening Acts
Opening acts or guests may sometimes tour with headlining performers. TicketWeb is not always made aware of opening acts or the length of their performances. These opening acts are subject to change or cancellation at any time without notice. Ticket holders will not be entitled to a refund if an opening act is changed or cancelled.
Event Partners generally reserve the right to add, withdraw or substitute such artists and vary advertised programs, seating arrangements and audience capacities.
7. Refunds, Exchanges and Replacement Tickets
Before purchasing tickets, carefully review the event and seat selection details. TicketWeb does not issue an exchange or refund for a lost, stolen, damaged or destroyed ticket (including where a ticket does not arrive in the mail) unless (a) TicketWeb is able to identify (acting reasonably) and cancel the relevant ticket, and (b) you give TicketWeb a reasonable amount of notice ahead of the event that the ticket has been lost, stolen, damaged or destroyed, in which case TicketWeb will issue a replacement ticket to you for a reasonable administration fee. A change in personal circumstances does not entitle a ticket holder to return or exchange a ticket.
Subject to any statutory rights of refund (including, without limitation, the provisions of the Australian Consumer Law), if an event takes place then generally there is no right to a refund or exchange, including where a ticket holder cannot attend because of adverse weather conditions.
8. Billing Information Verification
Orders are processed only after a billing address and other billing information has been verified. Occasionally, we receive incorrect billing or credit card account information for a ticket order that can delay processing and delivery. In these cases, TicketWeb customer service will attempt to contact you using the information provided at the time of purchase. If TicketWeb is unable to reach you after its initial attempt, TicketWeb may cancel your order and may sell your tickets to another customer.
9. Delivery of Tickets and Venue Pick Up
If you have selected delivery through the mail, please allow at least 14 days after your order is made to receive your tickets. TicketWeb sends tickets to the billing address of the charge card holder. Occasionally, we receive incorrect billing or credit card account information for a ticket order that can delay processing and delivery. Tickets delivered through Venue Pick Up are typically available one hour prior to the event start time. You will need to present your confirmation number, the credit card used to purchase tickets and picture identification. Some events do not have Venue Pick Up (in this case you will not get Venue Pick Up as a delivery option when ordering tickets).
10. Pricing and Other Errors
If you are able to order a ticket before its scheduled on-sale or presale date or you are able to order a ticket that was not supposed to have been released for sale, then TicketWeb will have the right to cancel that ticket (or the order for that ticket) and refund to you the amount that you paid. This will apply regardless of whether because of human error or a transactional malfunction of the Site or other TicketWeb operated system.
If we discover an error in the price of tickets you have ordered (regardless of the source of that error, and whether it was an error in a price posted on the Site or otherwise communicated to you), we will inform you as soon as possible and give you the option of reconfirming your order at the correct price (and credit or debit your account as applicable) or cancelling your order. If we are unable to contact you, you agree that we may treat the order as cancelled. If you choose to cancel after you have already paid the incorrect ticket price for the tickets, you will receive a full refund from us.
11. Limitation of Liability
To the extent permitted by law (including, without limitation, the Australian Consumer Law), neither the Event Partner nor TicketWeb shall have any liability to you beyond the face value of the ticket purchased plus any relevant per transaction handling fee and delivery fee. Neither the Event Partner nor TicketWeb shall be liable for any loss of enjoyment or wasted expenditure. Personal arrangements including travel, subsistence and accommodation relating to the event which have been arranged by you are at your own risk. The Event Partner and TicketWeb accept no responsibility for any personal property. This provision does not affect your rights or remedies in relation to any Consumer Guarantee that may be applicable to the Event Partner or TicketWeb's services.
12. Injury at events
To the extent permitted by law, TicketWeb disclaims all liability for any injuries caused at an event. Balls or other objects may fly into the spectator area during events. Although reasonable measures are taken by the Event Partner to protect spectators, injury can occur. Stay alert at all times before, during and after the event. If struck or otherwise injured or distressed, immediately ask an usher for assistance or directions to a medical station or contact an emergency service. By purchasing a ticket through TicketWeb, you acknowledge and accept these terms and conditions in your personal capacity and on behalf of any accompanying minor. You assume all risks which are incidental to the event for which the ticket you have purchased is issued, whether before, during or after the event. TicketWeb, in acting as agent for the Event Partner, will not be liable for any obligations owed by the Event Partner to you as a ticket purchaser.
13. License; Ejection and Cancellation; No Redemption Value
Event Partners reserve the right, without refund of any amount paid, to refuse admission to, or eject, any person whose conduct the Event Partner or their agents, employees or contractors deems to be disorderly, who uses vulgar or abusive language or who otherwise fails to comply with the Event Partner's or the Venue's terms and conditions. A ticket is a revocable licence and breach of any such terms and conditions will terminate your licence to attend the event without refund or compensation. A ticket is not redeemable for cash.
All patrons attending an event must hold a valid ticket for that event. Late arrivals to an event may result in non-admittance until a suitable break in the performance.
14. Recording, Transmission and Exhibition
Cameras, video and audio recorders, mobile phones and pagers may not be permitted in certain venues.
You agree not to record or transmit, or aid in recording or transmitting, any description, account, picture, or reproduction of the event. You grant permission to the Event Partner to utilise your image, likeness, actions and statements in any live or recorded audio, video, or photographic display or other transmission, exhibition, publication or reproduction made of, or at, the event (regardless of whether before, during or after the event) in any medium or context without further authorisation or compensation.
15. You Are Subject to Search
You may be requested to submit yourself and your belongings to a search on entry to an event for which you hold a ticket. By purchasing a ticket from TicketWeb or using a ticket to gain entry into an event, you consent to such searches and waive any related claims that may arise (to the extent permissible by law). If you withdraw your consent to such searches, you may be denied entry to the event without refund or other compensation. Event Partner rules may prohibit certain items from being brought into the Venue, including without limitation, alcohol, drugs, controlled substances, cameras, recording devices, bundles and containers. Such items may be confiscated and neither TicketWeb, Event Partners nor the Venue accept any responsibility for confiscated items.
16. Unlawful Re-Sale of Tickets; Commercial Purposes
There are laws in place in certain states that prohibit resale of tickets to certain events or limit the prices at which they may be resold. As a ticket purchaser, you are responsible for complying with any such laws. Please also check when booking for any event-specific terms imposed by an Event Partner that may limit Your rights to resell a ticket.
A ticket shall not be used for advertising, promotions, contests or sweepstakes, unless formal written authorisation is given by the Event Partner, provided that even if such consent is obtained, use of TicketWeb's trademarks and other intellectual property is subject to TicketWeb's express consent.
17. Keeping tickets safe
Please ensure that upon receipt of your tickets that they are kept in a safe place. To safeguard your tickets you may choose to have them sent by Registered Post at an additional cost. Allow 14 days delivery time for this method. Tickets sent by normal mail or express delivery cannot be traced and no responsibility will be taken for tickets sent by this method. Alternatively your tickets may be collected from the Venue on the day of the performance. Please check box office operating hours. In some instances where a venue collection is not available, alternative arrangements may be offered. Please check the purchase page for that event.
18. For tickets purchased through the Site the following terms also apply:
18.1 Multiple Browser Windows
When ordering tickets online at the Site, please ensure you are looking for tickets and placing an order using only one browser window. Looking up tickets using multiple browser windows could result in losing your tickets or timer expiration.
18.2 Order Confirmation
Details of all successful and completed ticket purchase orders are sent to the purchaser (in the form of a confirmation page or email) with a confirmation number. If you do not receive a confirmation number after submitting payment information, or if you experience an error message or service interruption after submitting payment information, it is your responsibility to confirm with the Customer Service Department whether or not your order has been placed. Only you may be aware of any problems that may occur during the purchase process. TicketWeb will not be responsible for losses (monetary or otherwise) if you assumed that an order was not placed because you failed to receive confirmation.
The price shown for tickets on the Site includes GST and, where applicable, per ticket fees but excludes fees that are calculated on a per transaction basis. Per transaction fees are added to the final total of your order.
The fees calculated on a per transaction basis are handing fees and delivery fees. Handling fees cover the costs of providing ticketing services, including things like infrastructure costs and operating an internet site. Handling fees vary depending on the event and are agreed between the relevant Event Partner and TicketWeb. The delivery fee depends on which delivery option/s are available and selected by you at checkout. Delivery options that normally attract delivery fees include Express Mail, Registered Post, International Airmail and International Express. The delivery options that attract delivery fees for an event and the applicable fee for each option, are displayed on the 'Find Tickets' page for the event on the Site.
18.4 Amount of Tickets Per Customer or 'Ticket Limits'
When purchasing tickets on the Site, you are limited to a specified number of tickets for each event (also known as a 'ticket limit'). This amount is included on the unique event page and is verified with every transaction. This policy is in effect to discourage unfair ticket buying practices.
All ticket prices for events that occur in Australia are stated in Australian Dollars. The Sites allow several methods of payment, including: American Express, MasterCard and Visa.
19. Law and Jurisdiction
The provisions of this Purchase Policy are governed by the laws of Victoria, Australia