Refund and Ticket Policy

Summary

This policy explains when you get your money back for a ticket bought through EventLinqs. It is written to sit alongside the Australian Consumer Law (ACL), which gives you rights that no policy, and no organiser, can take away.

The short version:

• Event cancelled: you get a full refund of everything you paid, including all EventLinqs fees. You do not need to ask.
• Event rescheduled: you choose. Keep your ticket for the new date, or take a full refund including all fees.
• Event significantly changed: you may be entitled to a refund under the consumer guarantees. We assess these individually and resolve genuine doubt in the ticket holder's favour.
• You simply cannot make it: there is no automatic right to a refund. The organiser's own policy applies.

Your Rights Under the Australian Consumer Law

Nothing in this policy, in an organiser's own terms, or in our Terms of Service excludes, restricts or modifies any guarantee, right or remedy you have under the ACL where it cannot lawfully be excluded.

Selling you a ticket is the supply of a service. Under the consumer guarantees, that service must be supplied with due care and skill, be fit for its purpose, and be supplied within a reasonable time. If a failure to meet a consumer guarantee is major, you may choose a refund rather than a replacement. An event that does not happen at all is the clearest example of a major failure.

These rights apply on top of anything an organiser has written in their own refund policy. Where an organiser's policy gives you less than the ACL requires, the ACL wins and we will apply the ACL.

Cancelled Events

If an event is cancelled and not rescheduled, you are entitled to a full refund of the total amount you paid. That includes the ticket price and the EventLinqs service fee shown at checkout, which is the only fee charged and already includes card processing. There is no deduction and no administration charge.

You do not need to lodge a request. When an organiser confirms a cancellation to us, we contact affected ticket holders using the email address on the order and begin refunding to the original payment method.

If you have heard that an event is cancelled but have not heard from us, please contact support@eventlinqs.com with your order reference so we can check the status for you.

Rescheduled Events

If an event is moved to a new date, time or venue, your ticket remains valid for the rescheduled event unless you tell us otherwise. We will contact you when the organiser confirms the new details.

You may choose a full refund instead. If the new arrangements do not suit you, for any reason, you may request a refund of the total amount you paid, including all EventLinqs fees. You do not have to justify the decision. Please tell us within 14 days of us notifying you of the new details, or before the rescheduled event begins, whichever comes first.

If an event is postponed with no new date announced, you may request a full refund at any time before a new date is confirmed.

Significant Changes

Some changes are significant enough that you did not get what you paid for. Depending on the circumstances, these may amount to a failure of a consumer guarantee and give you a right to a refund. Examples include:

• A change of venue that materially affects your ability to attend.
• The withdrawal of a headline act or the principal performer you bought the ticket to see.
• A fundamental change to the format, such as a seated performance becoming a standing one, or a substantial reduction in the programme.
• A change that means the seat, area or inclusions you paid for are no longer provided.

Minor changes, such as a small adjustment to the running order or a support act change, generally do not give rise to a refund.

We assess these case by case, taking into account what was advertised at the time you bought. Where the position is genuinely unclear, we decide in favour of the ticket holder.

Change of Mind

The consumer guarantees do not cover change of mind. If the event is going ahead as advertised and you can no longer attend, or you have changed your mind, or you made a mistake in choosing the event, you do not have an automatic right to a refund.

In those cases the organiser's own refund policy applies. Many organisers do offer refunds up to a cut-off date, and their policy is shown on the event page before you buy. If you are unsure, ask before you purchase.

Where you bought the wrong ticket by genuine error and the event has not yet taken place, contact us. We cannot promise a refund, but we will raise it with the organiser on your behalf.

What Happens to the Fees

EventLinqs charges a single fee of 3.5% + AUD 0.99 per paid ticket, with card processing included in it. Free events carry no fees at all. The full, all-in amount is shown to you on the event page before you commit to buy, and again at checkout.

Where the event is cancelled, rescheduled and you opt out, or significantly changed, EventLinqs refunds its fees in full along with the ticket price. We do not keep our fee when you did not get the event you paid for.

For a discretionary change-of-mind refund agreed by the organiser, the EventLinqs fees may be retained, because the service of selling and issuing the ticket was performed. Where that applies, the amount will be set out before the refund is processed.

How to Request a Refund

Refunds on EventLinqs are processed by the event organiser or by EventLinqs. There is no self-service refund button in your account, so please use one of these two routes:

• Contact EventLinqs. Email support@eventlinqs.com with your order reference, the event name, and a short description of what has happened. This is the best route for a cancellation, a reschedule, or anything you believe involves your consumer rights.
• Contact the organiser. Every event page lists the organiser and their contact details. Organisers can issue a refund directly from their dashboard. This is usually the fastest route for a discretionary or change-of-mind request.

You do not need to choose correctly. If you write to us about something an organiser should handle, we will pass it on and stay across it.

Refunds are returned to the original payment method. We cannot redirect a refund to a different card or account.

Our Response Times

These are the timeframes we hold ourselves to:

• First response: within 2 business days of receiving your email.
• Decision on a disputed refund: within 10 business days, or we will tell you why we need longer.
• Cancelled events: we begin refunding within 5 business days of the organiser confirming the cancellation to us.
• Once a refund is submitted: the funds are released to your bank or card issuer immediately. Card issuers typically take a further 5 to 10 business days to post it to your account, which is outside our control.

If a refund has not reached you 10 business days after we told you it was processed, contact us and we will trace it with our payment processor.

Ticket Terms

A ticket is a licence to attend a specific event on the stated date, subject to the organiser's conditions of entry and the venue's rules. It is not a transfer of ownership in anything else.

• Entry conditions. The organiser and the venue may refuse entry, or remove you, on reasonable grounds, including intoxication, unsafe behaviour, or failing to meet a stated age requirement. Where you are refused entry on those grounds, a refund is not generally payable.
• Age-restricted events. If an event is 18+, bring valid photo identification. Being unable to prove your age is not a ground for a refund.
• Transfers. Where the organiser permits it, you may transfer a ticket to another person through your account. The new holder takes on the same terms.
• Resale. Tickets must not be resold above the total amount you paid, and must not be resold for commercial gain, in line with Australian ticket resale laws. Tickets advertised in breach of this may be cancelled.
• Lost or duplicated tickets. Every ticket carries a unique code that is accepted once. If a ticket has already been scanned, entry may be refused.

Chargebacks

If something has gone wrong, please contact us before raising a chargeback with your bank. We can almost always resolve a genuine issue faster than the chargeback process, which commonly takes several weeks.

Raising a chargeback does not affect your rights under the ACL, and we will never penalise you for exercising a legitimate right. What we ask is the opportunity to fix the problem first.

Where we hold evidence that a chargeback is not justified, for example a ticket that was scanned and admitted at the event, we may contest it with the card network and may restrict access to the platform for repeated unfounded claims.

If You Are Not Satisfied

If you are unhappy with a refund decision, reply to us and ask for it to be reviewed. Escalations are read by the platform owner, not by the person who made the original decision.

If we still cannot resolve it, you can take the matter to the consumer protection agency in your state or territory, or to the Australian Competition and Consumer Commission at accc.gov.au. You may also have the option of a low-cost claim through your local civil and administrative tribunal.

Related Policies

• Terms of Service: the agreement that governs your use of EventLinqs.
• Privacy Policy: what we do with your personal information.
• Organiser Agreement: the terms that bind the organisers who run events here.

Questions about a refund? Email support@eventlinqs.com. We respond within 2 business days.