Sticky tickets will happily provide a refund if you are unable to attend your booked event, and you have provided the necessary evidence for one of the listed reasons below.

Please note: This is always subject to the 'Conditions of a Refund' (click or scroll down to view detailed explanations).


Reasonable reasons to obtain a refund:

Illness or Injury: An illness or accidental injury to yourself or to a member of your immediate family, which resulted in you being unable to attend the event.

Pre-existing Medical Condition: A physical or mental health condition you have, that would not normally prevent you from attending an event.

Pregnancy Complication: A complication with your pregnancy that prevented you from attending the event, which you were unaware of at the time of making your booking.

Death of Immediate Family Member: Your death, the death of an immediate family member, or the death of a member of the group you were attending the event with, up to 8 weeks prior to the date of the booked event.

Public Transport Termination: An unexpected disruption or termination of public transport which you could not have been aware of on or before the date of your booked event.

Flight delay or disruption: The cancellation, or significant delay of flight/s that you were unaware of prior to the date of your booking, which resulted in you not being able to attend your booked event.

Government Travel Ban: A public travel ban issued by your State or the Australian Federal government within 7 days prior to the booked event.

Mechanical Breakdown: The mechanical breakdown, accident, fire or theft of the vehicle taking you to your booking, in the 24 hours before the event.

Jury Duty: You have received a summons to attend Jury Service over the date of your booked event, which you were unaware of at the time of making the booking.

Court Summons: You were summoned to be present in court proceedings on the day of the booked event, which you were unaware of at the time of making the booking.


General conditions of a refund:

  • We do not refund if you were unable to attend your booked event due to a communicable disease pandemic, including Covid-19, this includes if your event is cancelled due to government lockdowns.
  • We do not refund if your reason was reasonably foreseeable at the time of booking your ticket/s.
  • We will not refund through this process if your booked event was cancelled or postponed for longer than 90 days.
  • We do not refund any donations made while making your booking.
  • We do not refund events that are fraudulent.
  • You can submit a claim up to 4 weeks past the event start date.
  • You must make all necessary arrangements to arrive in time to attend the booked event. (including arranging any necessary permits, travel documents or visas)You must make alternate arrangements or take reasonable precautions to prevent and reduce the request for a refund.
  • You will be asked to provide all necessary evidence or documentation at your own expense.
  • The maximum refund value will not exceed the total value of the booking, or $1500 AUD per order.
  • We may also consider other Emergency Circumstances at our absolute discretion and You will need to provide evidence for these circumstances.
  • Transferring tickets to another event will also transfer Secure My Refund to the new event, though the cover will lapse 3 months after the start date of the original event.
  • You must read the General Conditions of Refund, and the table below, for full information on what we will and will not refund for each reason.
  • To apply for a refund, you must complete the secure my refund application form through the Sticky Tickets My Tickets page, (click here) as soon as you know you cannot attend the event, and up to 30 days after the event start date.
  • If your booked event is cancelled by the event organiser, you will receive a refund from the organiser (this may or may not include Sticky Tickets booking fee). The Secure My Refund fee will not be refunded. Note: The refund upgrade of your tickets commences as soon as you finalise your purchase
  • If a Secure My Refund ticket is transferred to a different event, the protection will continue with the transferred ticket to the value of the original ticket for a maximum of 90 days.

Required documentation/evidence:

Illness / Injury

Evidence required: You will need to obtain a medical certificate confirming the details of the illness or injury, the date it occurred and that it prevented you from attending your booked event.

Pre-existing Medical Condition

We will not refund if...

  • If the details of your pre-existing medical condition would normally prevent you from attending your booked event.

Evidence required: A medical certificate confirming the details of the illness, the date it changed, and that it prevented you from attending your booked event.

Pregnancy Complications

We will not refund for a normal pregnancy.

Evidence required: A medical certificate confirming the details of the complication, the date it occurred, and that it prevented you from attending your booked event.

Death

Evidence required: A death certificate.

Public Transport Failure

We will not refund if...

  • There is financial failure of any Public Transport.

Evidence required: A copy of the notice of termination or disruption of the public transport (this can generally be found on the transport company’s website).

Flight disruption

We will not refund if...

  • Your flight is cancelled or postponed, and you are entitled to compensation from the airline, or another paying party.
  • You were aware of the flight disruption prior to the date of the booked event and did not make alternate travel arrangements.
  • There was financial failure of the transport company.
  • The reason or purpose for which you booked your flight to attend the booked event has changed or has been cancelled.

Evidence required: A copy of your airline ticket and a notice of the cancellation from the airline.

Government Travel Ban

We will not refund if...

  • The travel ban is to control the spread of a pandemic, including Covid-19.
  • Your government has issued travel advice or warnings but not a ban to the country where the booked event is being held.
  • Your government has issued an internal travel ban or lockdown affecting the area where the booking is located.
  • You made the booking after the Government travel ban was already in force or was reasonably foreseeable at the time of booking.
  • Your visa has been declined or has not been obtained.
  • Your booked event has been cancelled or postponed and you are entitled to a refund, credit or voucher from another paying party.
  • Your booked event has been postponed or rescheduled, unless you can provide evidence that you are unable to attend the new date due to one of the reasons listed in our terms.

Evidence required: Confirmation from the relevant government agency’s website verifying the travel ban to the country, or to the area where the booked event is located.

Mechanical Breakdown

We will not refund if...

  • You did not leave an adequate amount of time to travel to the booked event.
  • You failed to make reasonable alternate travel arrangements to attend the booked event.

Evidence required: A copy of the call out note from your breakdown recovery service.

Jury Service

Evidence required: A copy of the call to jury duty service.

Court Summons

Evidence required: A copy of the Court Summons.

Home Emergency

Evidence required: A report from the fire service and/or police or a copy from the submission of a claim to your home insurance company.

Armed Forces & Emergency Services Recall

We will not refund if...

  • You were aware of or had scheduled work on the date of the Booking, prior to making the Booking.
  • You made an unsuccessful request for annual leave for the date of the Booking.

Evidence required: A note from Your Commanding Officer or Line Manager to confirm being called into work or duty and that this was not your original schedule.

Adverse Weather

We will not refund if...

  • Adverse weather with no Government Agency warnings not to travel.

Evidence required: A copy of the travel warning from the Government Agency or Confirmation of relevant route closures.

Relocated for Work

We will not refund if...

  • Required to attend a business meetings and/or business travel.
  • The temporary relocation for work must be for a period of at least 3 months.

Theft of Document(s)

We will not refund if...

  • If your documents can be replaced in advance of the event booking or on the day.
  • If your documents have been lost.

Evidence required: A police report or crime number to confirm the theft.
An email from the Booking agent confirming they are unable to replace/re-issue the tickets.

Changes to Examination Dates

We will not refund if...

  • You failed the examination previously and had to re-sit.

Evidence required: A copy of a notice from the examination body, school, college, university confirming the change of date.

Emergency Circumstances

We will not refund if...

  • Anything which we consider is not intended to be included in this list of valid reasons for refund.

Evidence required: Any evidence requested by our Refunds Team to verify the emergency circumstances.

Specific reasons where refunds will not be provided:

We do not refund for non-Attendance of a Booking directly or indirectly associated with:

  • Fraudulent events
  • Actual or perceived: war, hostilities, civil commotion; imprisonment, repatriation, deportation; poisonous biological materials, radioactivity; Cyber Incident or Cyber Act; state property seizure;
  • Failing to comply with any law;
  • Any Booking emanating from the Cook Islands, Cuba, Gaza Strip, Iran, North Korea, Nigeria or Syria;
  • Where exposed to any sanction, prohibition or restriction under United Nations resolutions or the trade or economic sanctions, laws or regulations of the European Union, United Kingdom or United States of America.
  • If it exceeds 12 months from the date originally booked to the conclusion of the transacted event.

Definitions

The following words or phrases have the meaning shown below wherever they appear in bold in this document.

We/Us/Our - We are the Booking agent with whom You made the Booking.

You/Your/Yourself - A person who has made a booking alone or on behalf of a group with us.

Ticket Buyer - A person who has made a booking alone or on behalf of a group with us.

Armed Forces - Naval Service, Marines, Army or Air Force.

Attend - participate in, take part in, use, or be present at.

Event Booking/Booking - The pre-planned and pre-booked service(s)/event(s)/ticket(s) transacted with Us by You.

Communicable Disease - means any disease capable of being transmitted from an infected person or species to a susceptible host, either directly or indirectly, that has caused quarantines or restriction of movement of people.

Doctor - A qualified medical practitioner registered and licensed with a recognised professional body. A doctor cannot be You or a member of Your family.

Emergency Services - Police, Fire and Rescue Service or other Emergency Services.

Immediate family - Your husband, wife, partner, civil partner, parent, child, brother, sister, grandmother or grandfather.

Paying Party - Any organisation or body who has a legal liability to pay compensation for the failure of the service, against whom You have a right of refund.

Refunds Team - Our administrative team who act for Us as administrator of all refund applications under our Refundable terms.

IMPORTANT Any translation of this page/document from English is for assistance and information only. In event of a Refund Application the English language version shall be the basis of settlement.

All aspects of this page/document are subject to Australian law and the jurisdiction of the Australian courts.

This is not an insurance policy. Secure My Refund is a refund upgrade which is an optional extension to our standard Terms & Conditions of sale and trade, and it provides a right to a refund in certain defined circumstances outlined in this page/document.