Refund Policy

Last updated: 28 July 2026

This Refund Policy explains when you are entitled to a refund for tickets purchased through Ticksy (“Ticksy”, “we”, “us”, “our”), an Australian ticket-selling platform. It should be read together with our Terms and Conditions and Privacy Policy.

Nothing in this Policy limits, excludes or restricts your rights under the Australian Consumer Law (ACL), set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth). Where this Policy conflicts with those rights, your statutory rights prevail.

1. Your rights under Australian Consumer Law

When you buy a ticket through Ticksy, that purchase is a supply of services and is covered by the consumer guarantees in the ACL. These guarantees exist automatically, apply regardless of anything in this Policy or our Terms and Conditions, and cannot be excluded, restricted or contracted out of.

Under the ACL, you are entitled to a remedy — which may include a full or partial refund — where an event:

is cancelled and does not go ahead in any form;
is significantly changed from what was advertised (for example, a material change to the headline act, date, or venue) such that you would not have purchased the ticket had you known; or
is not delivered with due care and skill, or otherwise fails to meet a consumer guarantee.

These rights apply even if a specific term of sale states “no refunds”. A no-refund term does not override the ACL.

2. When you are entitled to a refund

2.1 Event cancellation

If an event is cancelled outright and will not be rescheduled, you are entitled to a full refund of the ticket price. We will use reasonable efforts to notify you using the contact details provided at the time of purchase and to process the refund automatically to your original payment method, generally within 14 days of the cancellation being confirmed.

2.2 Rescheduled or relocated events

If an event is rescheduled or relocated to a materially different venue, your original ticket will generally be valid for the new date or venue. If you are unable or unwilling to attend on the new date or at the new venue, you may apply for a refund. Refund requests of this kind should be lodged within 14 days of us notifying you of the change, or before the rescheduled event takes place, whichever is earlier.

2.3 Significant changes to the event

If there is a significant change to a material feature of the event you paid for (for example, a change to the advertised headline act, program, or classification), you may be entitled to a full or partial refund under the ACL, even if the event still goes ahead.

2.4 Faulty, duplicate or fraudulent transactions

You are entitled to a refund where:

you were charged more than once for the same ticket;
a technical fault on Ticksy resulted in an invalid, unreadable, or non-issued ticket that could not be resolved by re-issue; or
your payment details were used to purchase a ticket without your authorisation, subject to our standard fraud-verification process.

2.5 Tickets that do not arrive or are invalid at the gate

If a ticket purchased through Ticksy is refused entry at the venue due to an error on our part (and not, for example, because you or a third party altered, duplicated, or resold the ticket outside of Ticksy’s resale feature), you are entitled to a refund or, where reasonably possible, comparable replacement tickets.

3. When a refund is generally not available

Consistent with standard industry practice (including the approach taken by major Australian ticketing platforms), the following are not ordinarily refundable once a purchase is completed, except where the ACL or another law requires otherwise:

change of mind, including where you can no longer attend for personal reasons;
incorrect selection of ticket type, date, session or quantity made by you at checkout;
inability to attend due to illness, travel disruption, weather, or a change in personal circumstances (unless you purchased optional Ticket Protection — see clause 4);
tickets purchased through an unauthorised reseller or third party, rather than directly through Ticksy;
events that proceed substantially as advertised.

Booking, service and delivery fees are non-refundable except where the event is cancelled or where required by law.

4. Optional Ticket Protection

At checkout for eligible events, you may be offered optional Ticket Protection for an additional fee. Where purchased, Ticket Protection may allow a refund for a broader range of reasons than set out in clause 3 (for example, illness or unforeseen personal circumstances), subject to the separate Ticket Protection terms and conditions provided at the time of purchase, including any evidentiary requirements and claim deadlines.

5. How to request a refund

To request a refund, log into your Ticksy account and go to “My Tickets”, or contact Ticksy Support at support@ticksy.com.au with your order number, the event details, and the reason for your request. Where a refund relates to a claim under clause 2.5 (illness, injury or similar), we may ask for supporting documentation.

Approved refunds are returned to the original payment method. Please allow up to 10 business days for the refund to appear, depending on your card issuer or bank.

6. Where the event organiser, not Ticksy, is responsible

For many events, Ticksy acts as a ticketing agent for an independent event organiser or promoter. Where an event is cancelled, rescheduled or changed, the event organiser is primarily responsible for authorising and funding the refund. Ticksy will process the refund on the organiser’s behalf where funds are available to us, and will otherwise assist you in pursuing the refund directly from the organiser and provide their contact details on request.

Ticket proceeds for events sold on Ticksy are held on trust and are not released to an event organiser until the relevant obligations under our organiser agreement have been met, consistent with the Live Performance Australia Ticketing Code of Practice.

7. Resale tickets

If you purchased a ticket through Ticksy’s resale marketplace from another consumer, this Policy applies to the extent required by the ACL and the Electronic ticket resale service information standard 2022 (Cth). Refunds for resale tickets follow the same event-cancellation and significant-change rights described in clause 2; change-of-mind refunds are not available for resale purchases.

8. Complaints and further assistance

If you are not satisfied with the outcome of a refund request, you can lodge a complaint with our support team, who will review the matter within 10 business days. If you remain unsatisfied, you can contact:

your state or territory fair trading or consumer affairs office (for example, NSW Fair Trading, Consumer Affairs Victoria, or the Queensland Office of Fair Trading);
the Australian Competition and Consumer Commission (ACCC) at accc.gov.au;
your bank or card issuer, to enquire about a chargeback, where relevant.

9. Governing law

This Policy is governed by the laws of New South Wales, Australia, without limiting any consumer protections that apply to you under the law of your own state or territory.

10. Contact us

Ticksy Pty Ltd

Email: support@ticksy.com.au