Refund Policy

1. Definitions

   In this Refund Policy the following terms take their meaning as follows:

   Buyer - means a user who has created an account to access the Website who purchases a Ticket to attend an Event promoted by an Organiser, otherwise referred to as You, Your and other similar terms.

   Event - means an activity where an Organiser lists Tickets for sale and users are invited to purchase them in exchange for the right to attend or otherwise participate in the activity promoted by the Organiser, including the sale of physical items.

   Organiser - means the person, body corporate or other entity that organises Events on the Website for Buyers to purchase Tickets for.

   Secure My Refund Terms and Conditions - means the terms and conditions, as amended from time to time, as shown on the Website.

   Sticky Tickets - means Sticky Tickets Pty Ltd ACN 122 052 206, otherwise referred in this Refund Policy as We, Our Us and other similar terms.

   Ticket - means the right for a Buyer to attend an Event promoted and conducted by an Organiser subject to the terms of sale and any express contractual terms imposed by the Organiser, including the sale of physical items.

   Refund Protect - means an opt-in service provided by Sticky Tickets to Buyers at the time of purchase and allows the Buyer to apply for a refund regardless of an event organiser's refund policy.

   Fees - means the amount of money that We retain from each Ticket Purchase as consideration for promoting the sale of Tickets to Events and other items made available for sale by Organisers.

   Website - means www.stickytickets.com.au

2. Terms of Refund

   As a consumer You may be entitled to return and/or receive a refund for Tickets purchased from Organisers. To seek a refund for Tickets purchased on the Website, please follow this policy.

   1. Organiser to Set Out Terms of Refund

      1. The terms for obtaining a refund are set by the Organisers of each Event.
      2. Organisers must clearly set out on the Event page on the Website the terms for Buyers to obtain a refund. While the terms for refunds are to be set by the Organiser, Organisers are required to comply with the following requirements:
         1. it is permissible for Tickets to Events to be ‘no refund’ events, as long as the Organiser clearly explains this to Buyers and the terms comply with any applicable State or Federal laws;
         2. there must be appropriate provision for refunds to Buyers where the Event does not proceed, such as the cancellation of an Event;
         3. there must be clear instructions on how Buyers obtain a refund from an Organiser; and
         4. there must be a time frame for responding to refund requests from Buyers.
      3. You can contact Us if You do not think an Event’s terms of providing a refund is in accordance with the requirements in clause 2.1(b).

   2. Refund Process

      1. If You wish to obtain a refund for a Ticket for an Event You purchased on Our Website, You should lodge a refund request through the My Tickets page on the Website. You will be able to track the progress of Your refund request through this page. For assistance using the My Tickets page to lodge a refund request, see How to lodge a refund request.
      2. When you lodge a refund request, We will notify the Organiser of Your request. The Organiser should respond to Your request within seven (7) days.
      3. If You do not receive a reply from the Organiser within seven (7) days of making the refund request, contact Us, and We will endeavour to contact the Organiser. When contacting Us, please let Us know the following:
         1. when you submitted Your refund request to the Organiser;
         2. Your Ticket order number (this should start with “ST” followed by a series of numbers, located at the top of Your receipt);
         3. the basis for your seeking a refund; and
         4. any other information and supporting documentation to support your claim for a refund.
      4. If you opted in for Secure My Refund at the time of purchase and were unable to attend an event due to unforeseen circumstances, you can make your claim to Secure My Refund through Sticky Tickets. To learn more about Secure My Refund, please click here.
      5. Sticky Tickets will retain 1.5% of the ticket value. This fee covers the banks non refundable merchant fees and administration costs. The event organiser at the time of approving a refund request or when cancelling an event will have the option to cover this value and issue a full refund to the buyer.

   3. Sticky Tickets’ Review

      1. If You believe that You are entitled to a refund and the Organiser has denied your refund request, You can contact Us with the details of Your refund claim. When contacting Us, please let Us know the following:
         1. when you submitted Your refund request to the Organiser;
         2. Your Ticket order number (this should start with “ST” followed by a series of numbers, located at the top of Your receipt);
         3. the basis for your seeking a refund;
         4. any other information and supporting documentation to support your claim for a refund.
      2. We will review the details and circumstances of Your refund claim and determine whether we believe a refund should be issued.
      3. If we determine that a refund should be issued, we may, at our discretion, issue you with a refund.

   4. Secure My Refund

      1. Secure My Refund is an optional extra that provides You with a right to a refund in certain circumstances.
      2. Refer to the Secure My Refund Terms and Conditions if You:
         1. elected to add Secure My Refund when purchasing Your Ticket; and
         2. are not entitled to a refund under this Refunds Policy.

   5. Discard Ticket after refund

      1. If you receive a refund for a Ticket to attend an Event, You must return the Ticket to the Organiser (or as otherwise directed by the Organiser).
      2. You must not use (or attempt to use) a Ticket after You have received a refund. For the avoidance of doubt, this includes the resale of, or the attempted resale of, the Ticket.

3. Transfer of Tickets

   1. If You wish to transfer a Ticket to an Event you have purchased through the Website You must contact the Organiser or seek a Ticket transfer through the My Tickets page on the Website.
   2. If You do not receive a response to your Ticket transfer request lodged on the My Tickets page on the Website within seven (7) days of lodging Your request, contact Us, and We will endeavour to contact the Organiser.