Before proceeding with your purchase, please read these Terms and Conditions carefully. You must not complete your purchase unless you agree with these Terms and Conditions.
In these Terms and Conditions, a reference to the Trust is to the Victorian Arts Centre Trust trading as Arts Centre Melbourne ABN 83 295 983 059. A reference to the Venue is to the premises and/or venue to which a ticket relates.
The Trust has adopted some special Terms and Conditions to reflect the COVIDSafe Settings in Victoria. These special terms are informed by a safety-first approach so that events are COVID safe for all workers and audiences and mitigate risks of community transmission to the general public.
These special terms are set out below and operate to supplement the Terms and Conditions. If there is any inconsistency between the special terms and the other Terms and Conditions, the special terms apply to the extent of the inconsistency. All other Terms and Conditions continue in full force and effect.
A. There may be COVIDSafe ‘house rules’ applicable to your conduct at the Venue or event. We will communicate these to you at the time of ticket purchase. By purchasing your ticket, you are considered to have agreed to these ‘house rules’. You may be refused entry to the event or removed from the Venue if you do not comply with these house rules.
B. If the COVIDSafe Settings in Victoria change, there may be additional conditions applicable to your attendance at the Venue or event which are not known to the Trust at the time you purchase your ticket. We will use all reasonable efforts to communicate such additional conditions to you prior to the event or your attendance at the Venue. If you are unable to meet these additional conditions or no longer wish to attend the Venue or event due to these additional conditions, we will provide you with a refund or exchange in these circumstances.
C. The Trust has changed its procedures for ticket collection for the time being. If at the time of purchase you select to collect your tickets from the Venue, physical tickets may not be issued for selected performances. Instead of being issued with physical tickets, your name will be checked at the door against the details provided by you at the time of booking. In order for you and your booking party to be admitted, you may be required to present the order confirmation number, photo identification and valid proof of any concession entitlement/s.
D. The Trust is now a cashless organisation and all payment transactions must be completed using contactless payment. Cash payments will not be accepted.
E. You must stay at home and must not attend the Venue or the event if you:
a. are required to self-isolate or quarantine under applicable COVIDSafe settings and the event falls within the isolation/quarantine period; or
b. have COVID-19 symptoms and/or have been tested for COVID-19 and are awaiting test results (and the event falls within the period of awaiting test results). The symptoms of COVID-19 include: fever, chills or sweats, cough, sore throat, shortness of breath, runny nose or loss of sense of smell.
F. You must communicate these requirements to members of your booking party which apply to them as well.
G. We are offering additional flexibility through our refund policy at this time, having regard to the uncertainties posed by COVID-19 and to encourage you and the members of your booking party to comply with the stay at home requirements.
H. You will be entitled to a refund or exchange if you or a member of your booking party falls into any of these categories:
a. You or they are required to self-isolate or quarantine under applicable COVIDSafe settings and the event falls within the isolation/quarantine period.
b. You are unable to travel to attend the event due to border restrictions.
c. You or they have COVID-19 symptoms and/or have been tested for COVID-19 and are awaiting test results (and the event falls within the period of awaiting test results). The symptoms of COVID-19 include: fever, chills or sweats, cough, sore throat, shortness of breath, runny nose or loss of sense of smell.
You must notify us prior to the event if you or a member of your booking party falls into any of these categories.
I. You will not be entitled to a refund or exchange if you or a member of your booking party falls into any of these categories:
a. You or they are well and do not wish to attend an event due to fears of exposure to COVID-19; or
b. You or they are unwell and do not attend an event (other than due to COVID-19 illness or symptoms); or
c. You or they are from a group at a higher risk of COVID-19; or
d. You or they do not comply with the Trust’s COVID safety protocols as outlined under Clause J; or
e. You or they do not comply with public health orders applicable to your attendance at the event. For example, you do not wear a mask as required under public health orders (if applicable); or
f. You or they attend an event and subsequently leave part way through due to feeling unwell.
J. When you attend our Venues and events, you and each member of your booking party must comply with any COVID-19 safety protocols or requirements notified to you by the Trust (including by way of signage at the Venue or by way of line markings on the floor). This includes complying with:
a. Hand hygiene requirements and the requirement to wear a face mask;
b. Physical distancing requirements (including physical spacing requirements while queuing);
c. Person limits for particular spaces and areas; or
d. Person density requirements.
You acknowledge that anyone not adhering to these requirements may be in breach of directions issued by the Chief Health Officer for which penalties may apply.
The most up to date COVID-19 Safety protocols can be found on our website – please check these on the day before arriving at the venue.
K. Without limitation to clause 10 of the Terms and Conditions, you and your booking party may be refused entry or required to leave the Venue or event if you or they:
a. refuse to comply with any COVID-19 safety protocols or requirements notified to you by the Trust;
b. refuse to comply with any reasonable health and safety directions given by Venue staff;
c. are exhibiting symptoms of COVID-19, as notified to or as assessed by Venue staff. These include: fever, chills or sweats, cough, sore throat, shortness of breath, runny nose or loss of sense of smell;
d. have been tested for COVID-19 and are awaiting test results; or
e. required to be in self-isolation or quarantine under applicable COVIDSafe settings.
In these circumstances, Tickets will not be exchanged or refunded unless required by law (including the Australian Consumer Law).
L. We ask that you and each member of your booking party make a reasonable assessment of your health status before attending our Venue or the event. To avoid doubt, unless required by law you will not be entitled to a refund if you or a member of your booking party attends our Venue or event despite you exhibiting COVID-19 symptoms and if you or they are then refused entry or asked to leave the Venue or event.
1.1 By purchasing a ticket or other product (including car parking and merchandise) through the Trust (including from the Venue, online or over the phone) or through an authorised sales channel, you agree to comply with the Terms and Conditions.
1.2 Tickets may be sold or issued by the Trust in its own right or for a third party (for example, where an outside organisation is hiring a Trust venue and has engaged the Trust to provide ticketing services for a performance in that venue).
1.3 Where the Trust sells tickets for a third party, the name of the presenter or event to which your ticket relates is usually shown on the front of the ticket but is also available from the Trust. The Trust has no control over, or liability for, the performance of the event. All ticketing complaints and claims, and your legal rights, are against the third party presenter and not the Trust, except where the Trust is at fault or where you have a legal right against the Trust under the Australian Consumer Law.
1.4 The Venue’s conditions of entry are incorporated into these Terms and Conditions and apply to your ticket. The Venue’s conditions of entry are available online or you can ask the Trust for a copy.
1.5 Without limiting clause 3.5 below, these terms and Conditions continue to apply even if a ticket is provided to a third party by any means and any subsequent holder of a ticket will be bound by these Terms and Conditions.
1.6 These Terms and Conditions incorporate the Live Performance Australia Code of Ticketing practice – Consumer Code (LPA Code), which sets out a code of conduct for the sale of tickets to live events including consumer rights. You can obtain a copy of the LPA Ticketing Code of Practice at www.liveperformance.com.au.
1.7 Your ticket may be subject to additional booking terms, which will be notified to you prior to purchase. For example, if your ticket is to a timed ticketed exhibition, your ticket will only be valid for your nominated session time. Or if your ticket is to an event presented by a third party in one of our venues, your ticket may be issued subject to special booking terms applicable to that event or presenter. To the extent that there is any inconsistency between these additional booking terms and the Terms and Conditions, these Terms and Conditions will prevail.
2.1 The Trust may update, replace or vary these Terms and Conditions at any time, including for specific events. Changes will be made effective by posting them on the Trust’s website.
2.2 By making a purchase through the Trust or an authorised sales channel, you agree to be bound by the Terms and Conditions that apply at the time of purchase.
3.1 Tickets are valid only when purchased through the Trust or from an authorised sales channel. The Trust reserves the right to cancel and not refund any ticket it reasonably believes has been bought or sold by an unauthorised seller.
3.2 In the case of an Event cancellation, a refund will be provided to the original ticket purchaser. If you have purchased a ticket from an unauthorised seller, you have no refund right from the Trust and may be at risk of no refund from that unauthorised seller.
3.3 Where the Trust has reasonable grounds to believe that you or a person associated with you is seeking to purchase tickets (or has previously purchased tickets) for the purpose of reselling those tickets at a premium to face value, the Trust reserves the right to block that person from purchasing further tickets, including blocking the web login or credit card/s associated with that person from transacting on the Trust's website.
3.4 The Trust will advise any known restricted viewing information prior to the purchase of a ticket.
3.5 In the interests of maintaining fair access to tickets, the Trust may place limits on the number of tickets that you can purchase. The Trust reserves the right to cancel and not refund any purchase exceeding those limits.
3.6 Use of automated means to purchase tickets is strictly prohibited. The Trust reserves the right to cancel and not refund any purchases where it is known or reasonably suspected that automated means have been used to purchase tickets.
3.7 Tickets must not be on-sold at a premium, packaged with other goods or services, offered as a prize or otherwise used for advertising, promotional or commercial purposes, without the prior written permission of the Trust. The Trust may cancel tickets or refuse to accept orders which it believes are in breach of this condition or may be dealt with in breach of this condition and the bearer of the ticket may be refused admission to the ticketed event.
4.1 Tickets may be issued to you in digital format, including in print at home format.
4.2 If you have bought multiple tickets in print at home format, remember to print each of them out separately.
4.3 Each valid digital ticket has a unique identifier. This unique identifier allows one entry only so please ensure that each individual attending the event has their own digital ticket. Do not give a copy of your digital ticket to anyone and do not buy a digital ticket except from the Trust or one of our authorised sales channels.
4.4 If there are multiple copies of a digital ticket, only the first copy to be scanned on arrival at the event will allow the ticketholder entry. Additional copies subsequently scanned will result in our system displaying the message ‘Second Entry’ (or similar) and subject to verification, entry may be denied.
4.5 Do not buy digital tickets from unauthorised sellers. If an unauthorised seller has printed multiple copies of a single ticket you may be refused entry.
5.1 All prices are quoted in Australian dollars and are inclusive of GST (where applicable). Where GST applies, your ticket is a tax invoice.
5.2 Tickets advertised at a particular price will be available at that price for a reasonable period of time and in reasonable quantities.
5.3 Prices are subject to change without notice.
5.4 Service fees and charges may apply to each purchase and you will be notified of the applicable fee and/or charges prior to purchase.
5.5 You warrant that you have the authority to make payment for your purchase and that you own/hold or have express permission of the owner/holder of the credit card or other payment facility used to make the purchase.
5.6 If the amount paid by you for your purchase is incorrect for any reason (including ticket price and fee amount where the error was due to an error in a price posted on the Trust’s website or otherwise communicated to you or human error or technical malfunction), the Trust may cancel the order or the purchase and refund you the amount paid. Where the purchase was a ticket, the Trust may offer you a replacement ticket to you at the correct price.
6.1 If you purchase tickets online or by phone, you will be given a confirmation number to confirm your purchase. If you do not receive a confirmation number or are otherwise concerned that your purchase was not successful, you must contact us for confirmation of your purchase. The Trust takes no responsibility for incomplete purchases including where you have not received a confirmation number but have made no attempt to confirm the order.
6.2 Delivery of tickets will only be made upon receipt of full payment. You may request digital ticket delivery (mobile or print at home) with tickets delivered via email, delivery by post (where permitted) or to collect your ticket from the Venue.
6.3 The Trust will post tickets to the credit card holder’s billing address in Australia. If the credit card holder only has an overseas address, tickets will be held at the Venue for collection.
6.4 You should allow a minimum of 14 days for tickets to be delivered via regular or registered post.
6.5 Tickets for collection at the Venue are available to collect during standard Customer Service operating hours by the credit card holder or their authorised representative. The person collecting the tickets may need to present the order confirmation number, the credit card used to purchase tickets, photo identification and valid proof of any concession entitlement.
6.6 The Trust at its discretion reserves the right to not issue purchased and/or reissued tickets until one hour prior to the performance advertised starting time.
7.1 Prior to making an online purchase, you may be required to register for a user account and to nominate an email address and password for your account. You must maintain the confidentiality and security of your user account (including your password) and must not provide it to any other person.
7.2 You are responsible for the use of the online purchase function and all transactions conducted using your account. If you become aware of any unauthorised use of your account, you should notify the Trust immediately and reset your password.
8.1 Where tickets are lost, stolen, misplaced or damaged, the Trust may charge an administration fee to issue replacement tickets and may require proof of identity and purchase prior to issuing a replacement ticket.
8.2 The Trust may not provide replacement tickets where tickets are for general admission rather than allocated seating.
9.1 The Trust is an affiliate of the Companion Card program and admits carers to ticketed events (but not to any associated additional items such as Food & Beverage or VIP events) as ticketed complimentary guests. The companion must sit in the nearest available seat to the cardholder to assist them during their visit.
9.2 The use of a Companion Card is restricted to people who are unable to participate at a particular venue or event without attendant care support. Details of use are contained on the Companion Card website www.companioncard.org.au.
9.3 Only the person whose photograph and name appear on the card can use the Companion Card.
9.4 A valid Companion Card or Companion Card number must be produced at the time of purchase, the point of ticket collection and/or on request to gain access to the Companion Card Scheme offer.
9.5 The Companion Ticket is not valid unless the cardholder is present at the event to which the ticket relates.
9.6 The Companion Ticket holder may be charged for the ticket if the requirements above are not met.
10.1 Attendance at a Venue or an event and the right of admission is reserved by the Trust, the Venue and/or the presenter (as applicable).
10.2 By attending an event, you agree to the Venue’s conditions of entry.
10.3 You may be refused entry or required to leave the Venue or event for any valid reason, including:
(a) Where you cannot produce a ticket for the event.
(b) Where you produce a ticket that has been handled or dealt with in a way that is contrary to these Terms and Conditions.
(c) Where you cannot produce proof of concession entitlement where a concession ticket has been purchased. Concession tickets purchased through Arts Centre Melbourne can be exchanged to a full price ticket at the Venue prior to an event. You will be responsible for paying any difference in the ticket price.
(d) Where you produce a ticket that is identified by the Trust as having been sold by an unauthorised seller.
(e) Where you refuse to remain in the area or seat designated on your ticket.
(f) Where you have in your possession and/or refuse to surrender to the Trust’s staff any prohibited object or article including but not limited to dangerous items, photographic or recording equipment or food or alcohol that is not permitted to be brought into or used in that Venue.
(g) Where you refuse to undergo a physical search or a search of your possessions.
(h) Where you behave in a manner which causes or may cause property damage or that threatens or may threaten the safety of performers, other people, including as a result of intoxication.
(i) Where you behave in a manner that unreasonably interferes with other people’s enjoyment of the event, including through the use of cameras, mobile phones, personal computers, paging devices or other electronic devices.
(j) Where you are unwell or intoxicated.
(k) Where the Trust considers that there may be a health and safety risk to yourself or to others in your attendance at the Venue or the event, including as a result of illness, personal hygiene, your support needs or other relevant factors. Where you have support needs to attend the Venue or the event, we encourage you to contact us in advance of the event, so we can discuss these with you.
(l) Where you otherwise breach these Terms and Conditions or fail to follow the reasonable directions of Trust staff.
10.4 In these circumstances, Tickets will not be exchanged or refunded unless required by law (including the Australian Consumer Law).
11.1 Particulars of an event may be changed without prior notice. Artists or performers may be added, withdrawn or substituted for specific performances. Wherever possible, the Trust will advise consumers of event changes prior to the commencement of the performance, or at the event where prior notice is not possible.
11.2 It is standard practice to use understudies where the principal performer is unavailable for reasons outside the presenter’s control, or where the performer is not required by his or her contract to perform. You will be advised of the use of any understudies at the event.
11.3 You will be made aware of the identity of the support acts, where known. If this is not known, you will be made aware of where you can obtain the information prior to the event. You will be made aware of any changes to the advertised support act(s) or performer(s) at the event.
11.4 Seating areas of a Venue may be closed with or without prior notice. If a ticketed seating area is no longer available, you will be relocated to another area of the Venue within the same price reserve. Where the normal configuration of the Venue is significantly varied for a particular event, the configuration to be used will be disclosed in promotional material and event information.
11.5 Advertising for events with adult themes will include information about the recommended age for ticket holders. This information will be available on our website for your review prior to purchasing tickets.
11.6 For some events, the artist or presenter may encourage audience members to actively engage with the performance in some way, for example by standing up, waving or dancing. This may impact on visibility in some seating locations. Where this is known to the Trust, you will be advised of any restricted viewing information prior to purchase.
11.7 Once an event has commenced, admittance or re-admittance to the Venue will usually be during a suitable break in the Event and may be to a different seating location. For some events, admittance or re-admittance may not be possible.
11.8 In any of the circumstances set out above, Tickets will not be exchanged or refunded unless required by law (including the Australian Consumer Law).
12.1 You will be entitled to a ticketing refund as provided for in the LPA Code or as required by law (including the Australian Consumer Law).
12.2 Provided that you purchased your ticket through the Trust or from an authorised sales channel, you will be entitled to a refund where:
(a) The event is cancelled. (Note that where an event is rescheduled, reasonable endeavours will be made to ensure that you are offered seating in a similar location at the rescheduled event. If the event is not rescheduled, you will receive a full refund of the Ticket price and other Ticket charges.)
(b) The event is rescheduled and you cannot or do not wish to attend the rescheduled event.
(c) The event is significantly relocated, and the nature of the experience and/or geographic location of the event is fundamentally altered by the relocation.
(d) An event is cancelled due to unforeseen circumstances that arise during the event, leaving the event uncompleted. (Note however that if a substantial proportion of the event is completed then, depending on the circumstances, the Trust may determine that a refund or exchange is not warranted in which case a refund or exchange right will not apply.)
12.3 In the case of event reschedules and relocations, we will advise you of the cut-off date for requesting a refund. The cut-off date will be at least 4 weeks from the date we advise you of the change unless the date of the new event is less than 8 weeks away, in which case you must apply for a refund prior to the mid-point between the announcement and the event. For example, if the new event is six (6) weeks away, you will have three (3) weeks in which to request a refund. You will not be entitled to a refund if your request is made after the cut-off date.
12.4 You will not be entitled to a refund or exchange in the following circumstances:
(a) Your ticket was free or complimentary.
(b) You did not enjoy the event or were dissatisfied with the performance at the event.
(c) You are unable to attend for reasons outside the Trust’s control including but not limited to; illness; illness of any person accompanying you to the event, or other person for whom you need to care; transport failure or delay; or where you choose not to attend the event.
(d) You arrive late to an event and are refused entry on the grounds that latecomers will not be admitted, or you are delayed admission or readmission until a suitable break in the performance.
(e) You have been refused entry to or evicted from the event or Venue.
(f) A performance has been made by an understudy in the place of a main performer, provided that you have been made aware of the use of an understudy at the Event.
(g) An opening or support act is cancelled or replaced or if the acts appearing at a festival change, provided that you are made aware of the cancellation, replacement or change at the event.
(h) The advertised ticket price is changed in response to varying levels of consumer demand.
(i) Additional seats or additional dates are released for presentation of the event.
(j) Tickets for a general admission event are lost or stolen.
12.5 Refunds will be paid to the original ticket purchaser. Proof of identity and and/or proof of purchase (including the original ticket) may be requested.
12.6 Refunds will be processed using the original method of payment. If the original method of payment was cash, a refund will be issued via cheque.
12.7 Refunds may not necessarily be available at the time the refund is requested.
12.8 Refunds will be limited to the face value of the ticket plus any service charges applied to the specific ticket purchase. Refunds will not include costs imposed by external suppliers that you were not obliged to incur but chose to incur, such as registered or express post fees, courier charges or insurance. Where tickets to multiple events are purchased in a single order, the Trust will not refund the service charge.
12.9 Unless required by law, the Trust will not reimburse you for auxiliary expenses incurred in connection with your attendance or non-attendance at an event, including a cancelled, rescheduled or relocated event. Auxiliary expenses include, but are not limited to, the cost of travel, meals, car-parking, child-care and accommodation. You may wish to take out ticket and/or travel insurance for those expenses.
13.1 Children who have not yet turned two years old will generally be admitted into an event at no cost and without a ticket. In these cases, children will not be allocated a seat and must be seated on an accompanying adult’s lap for the duration of the event.
13.2 Some events do require children under the age of two to be admitted with a ticket - particularly for performances programmed specifically for this age group. If this is the case, this requirement will be clearly stated prior to purchase including on the event’s webpage.
13.3 Any person (regardless of age) interrupting the enjoyment of other visitors may be asked to leave an event and/or the venue.
13.4 Schools and other group tickets are subject to availability and additional conditions may apply.
13.5 Children under 15 years of age must be accompanied by an adult at all times. Proof of age may be required by the Venue.
14.1 You may purchase an Arts Centre Melbourne Gift Voucher (which can be redeemed for tickets or Arts Centre Melbourne membership) to any monetary value.
14.2 Gift Vouchers and unused portions of Gift Vouchers should be spent within 36 months from the date of purchase, which is the "expiry" date displayed on the Gift Voucher.
14.3 When available, you may also purchase a gift voucher for a specific event. These vouchers may only be to a specific monetary value reflecting the price of tickets to that event. These gift vouchers can only be redeemed for tickets to that event. These gift vouchers must be spent by the end of the event season, which is the “expiry date” displayed on the gift voucher.
14.4 Gift Vouchers can be redeemed in person at Arts Centre Melbourne, Online or via the Contact Centre on 1300 182 183.
14.5 Any unused balance will not be refunded or credited on expiry.
14.6 Gift Vouchers are non-refundable.
14.7 Gift Vouchers cannot be redeemed for cash.
14.8 Additional values cannot be added to an existing voucher; however, additional vouchers may be purchased.
14.9 If your order exceeds the amount of your Gift Voucher, you must pay for the balance with an alternate available payment method.
14.10 Gift Vouchers are considered cash. Replacements will not be issued for lost or stolen Gift Vouchers.
14.11 The standard fees and charges must be applied to all Gift Voucher transactions.
14.12 We may request an alternative form of payment if we have reason to believe that a Gift Voucher has been fraudulently obtained and is being used to make purchases.
14.13 We may provide purchasers of Gift Vouchers with information about the redemption status of Gift Vouchers.
15.1 The purchase of a pre-paid car parking voucher for use at the specified car park confirms for you a parking space on the date and for the number of vehicles that you nominate at the time of booking and paying for the car parking voucher.
15.2 If you also purchase valet parking, it confirms the availability of a valet parking service for your vehicles.
15.3 By purchasing a car parking voucher, you accept and agree to comply with the Car Park Conditions of Entry for the relevant car park. These will be advised to you at the time of purchase.
16.1 Merchandise and other products (including food and beverage products) will not be refunded or exchanged except as required by law (including the Australian Consumer Law).
17.1 If you make an error in making a donation to ACM, the Trust will honour your request for a refund made within 10 working days of the donation.
17.2 To request a refund, please call the Trust’s Philanthropy team on (03) 9281 8198.
18.1 If you received your ticket or other product as a prize, gift, donation or otherwise at no cost, these Terms and Conditions and the terms and conditions of the relevant promotion or competition apply to your use of the ticket.
19.1 You may be asked to provide personal information (including email address, postal address and other contact information) when making a purchase. Please ensure that you provide current, complete, and accurate information. If you do not provide personal information when requested, we may not be able to fulfil your order and may not be able to contact you to give you information about the event or to advise you of changes to the event including cancellation.
19.2 By making a purchase, you consent to the collection, use, disclosure and handling of your personal information as set out in the Trust’s Privacy Statement which is available at /privacy-policy.
20.1 You enter the Venue at your own risk.
20.2 You understand that attendance at any event and/or the Venue may carry with it certain dangers, including the risk of injury and damage to you or your property.
20.3 By attending the event and/or the Venue, you accept the risk of damage and loss (including property damage, personal injury, economic and consequential loss) howsoever arising (including by negligence) at the Venue. This includes damage or loss caused by the acts or omissions of other ticketholders, visitors, guests, and the employees and agents of the Trust or a presenter.
21.1 To the extent permitted by law (including the Australian Consumer Law), the Trust is not liable to you for any loss, damage, injury, delays, additional expenses or inconvenience arising as a result of your attendance or non-attendance at the Venue and/or the event.
21.2 Where liability cannot be excluded or modified by law, including pursuant to the Australian Consumer Law, the liability of the Trust is limited to the minimum permitted by law.
22.1 Consumers are encouraged to provide feedback on the services provided by the Trust. For information on how to provide feedback to the Trust, visit www.artscentremelbourne.com.au/contact-us
22.2 For information regarding the Trust’s complaint handling and dispute resolution procedures, refer to ACM’s Complaint Handling Procedure at www.artscentremelbourne.com.au/about-us/how-we-work/our-policies