Protection Plan Ticket Terms and Conditions
These terms and conditions (“Protection Plan Terms & Conditions”) apply to holders of Protection Plan Tickets and apply in addition to Our Standard Terms and Conditions. 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 Protection Plan Terms & Conditions affects your right to a refund at law, including under the Australian Consumer Law.
Subject to these Protection Plan Terms & Conditions, holders of Protection Plan Tickets will be entitled to a refund of the purchase price of their Ticket as a result of the Ticket Holder’s inability to attend the Event due to the following unforeseen and unavoidable circumstances:
The following terms outline the circumstances under which a refund of the cost of the purchased Protection Plan Ticket(s) can be requested and the evidence required to validate your Refund Request.
Definitions
In these Protection Plan Terms & Conditions:
General
- Refund requests must be lodged as soon as the Ticket Holder becomes aware of the circumstances giving rise to the request, but no later than 60 days after the relevant circumstance arises under these Protection Plan Terms & Conditions, or within 28 days after the event has occurred, whichever occurs earlier.
- 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.
- Where Protection Plan Tickets were purchased through an authorised resale facility, approved Refund requests will be refunded the headline ticket price or the amount paid by the Ticket Holder for the resale ticket, whichever is lower.
Circumstances not covered by Protection Plan Tickets
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:
- Change of mind or personal preference
- Any decision to cancel attendance due to another Ticket Holder’s inability to attend the Event
- Failure or unwillingness to plan, adjust, or allow adequate travel time to accommodate possible conditions such as road closures, detours, traffic delays, or weather-related disruptions.
- Changes to work arrangements, including revoked or denied leave, unexpected roster or schedule changes, or any work-related or self-employment obligations, conflicts, or inconveniences that prevent attendance.
- Failure to arrange travel or accommodation in advance, or changes in travel or accommodation arrangements unless outlined in these Protection Plan Ticket Terms & Conditions
- Change in personal financial circumstances
- Medical conditions that were known prior to purchasing the Ticket
- Any event or circumstance that occurred prior to the Ticket purchase
- Refund Requests submitted without the 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.
Circumstances covered by Protection Plan Tickets
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 including:
- the diagnosis and treatment details;
- the date of onset of the illness or injury;
- confirmation that the Ticket Holder is medically unfit to attend the Event, or required to provide care for the Immediate Family Member.
- Hospital admission documentation, if applicable.
- 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, that occurs within 14 days prior to the commencement of the Event, you may make a Refund Request.
Covered Circumstances:
- A vehicle accident that occurs within 14 days prior to the commencement of the Event, preventing safe arrival or attendance.
- The mechanical breakdown of your vehicle or anything your vehicle is towing within 14 days prior to the commencement of 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 date and location of the breakdown.
- A mechanic’s report detailing the issue and the time required for repair.
Not Covered:
- Vehicle accidents or breakdowns that occur more than 14 days prior to the commencement of the Event.
- Routine maintenance issues or mechanical problems that were pre-existing, foreseeable, or would have been identified through reasonable preparation for travel to the Event (e.g., a vehicle 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, inconvenience, or the financial implications of vehicle repair, if travel to the Event remains possible.
5. Mandatory Redundancy
If you are made mandatorily redundant by your employer within 6 months prior to the event, and the resulting change in your employment circumstances directly prevents you from attending the event, you may claim a refund.
Covered Circumstances:
- You are made involuntarily redundant by your employer within 6 months prior to the event date, and as a direct result, you are unable to attend the event due to:
- Employment obligations in new or replacement work (e.g., commencement of a new role where leave cannot be approved); or
- Immediate financial limitations arising from the redundancy.
Required Evidence:
- A signed letter from your former employer confirming:
- The redundancy was mandatory (not voluntary);
- The effective date of redundancy; and
- The date you were notified of the redundancy.
- Proof of employment at the time of ticket purchase (e.g., payslip or employment contract).
- If applicable, documentation from a new employer confirming commencement of new employment and denial of leave for the event dates.
Not Covered:
- Voluntary resignation or redundancy accepted under a voluntary redundancy program.
- Redundancy or termination that was planned, known, or notified prior to purchasing the event ticket.
- Termination of fixed-term, casual, or self-employment arrangements.
- Redundancy that does not directly prevent attendance, including where the ticket holder remains available and able to attend.
- Your decision not to attend the event due to personal preference or general financial reassessment following redundancy.
6. Public or Commercial Transportation Cancellations or Disruptions
If your pre-booked, scheduled public or commercial transportation to the event is canceled or significantly delayed due to unforeseen circumstances beyond your control, preventing you from attending the event, you may claim a refund.
Covered Circumstances:
- Cancellation or delay of flights, trains, buses, or other scheduled public or commercial transport that prevents attendance at the Event.
Required Evidence:
- Official notice of cancellation from the transportation provider (e.g., airline, train or bus company).
- Proof of booking for the affected travel arrangements (e.g., e-ticket, booking confirmation).
Not Covered:
- Changes, cancellations, or unavailability of private transportation, including privately owned vehicles, ride-shares, or carpool arrangements.
- Changes to personal travel plans or decisions to alter or cancel travel not made by a transportation provider.
- Delays or cancellations caused by personal error (e.g., missed flights or trains due to late arrival).
- Transport disruptions that were known or announced prior to purchasing the Ticket, or where adequate notice of amended travel arrangements was provided by the transport company.
- 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 a 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 or emergency services statements confirming the natural disaster or severe weather condition and its impact on travel.
Not Covered:
- Weather conditions that do not significantly prevent safe access to the Event (e.g., rain, wind, mild flooding, or other minor weather events) as determined by the Organiser, acting reasonably.
- Situations where one or more access roads to the Event remain open and allow access to the venue. For the avoidance of doubt, where at least one access road is available, no refunds will be issued.
- Weather-related issues that occur in an area other than the Ticket Holders place of residence or along your direct route to the Event (e.g., flight delays due to bad weather in a different region or state).
- Inability or unwillingness to attend due to poor planning, failure to identify or allow adequate travel time for alternate routes, or electing not to travel due to forecast or anticipated weather conditions.
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.
What we will not refund
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.
Who can submit a 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.
Refund request submission process
- 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.
Refund Requests will only be accepted up to 28 days after the event has occurred. Requests submitted after this period will not be eligible for consideration under these Protection Plan Terms & Conditions.
- 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.
- Notification
We will notify you in writing of the outcome of your Refund Request as soon as is reasonably practicable following our determination.
- 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.
- Declined Refund Requests
If we decline your Refund Request you will not be entitled to a refund under these Protection Plan Terms & Conditions.
- 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.