Conditions of Sale for My Hawthorn Arts Centre Tickets

1. Terms and Conditions
a. The following terms and conditions ("Terms and Conditions") apply to:
• the purchase of tickets for performances and events City of Boroondara's venues including Hawthorn Arts Centre and Kew Court House.
• the purchase of tickets for performances and events at any other venue that the City of Boroondara makes available for purchase.

2. Amendments to the Terms and Conditions
a. The City of Boroondara may vary these Terms and Conditions at any time. The City of Boroondara will post the varied Terms and Conditions on its website.
By making a purchase from the City of Boroondara you agree to be bound by the Terms and Conditions as they stand at the time of your purchase.


3. Purchase of Tickets
a. All ticket prices for performances, events or products are stated in Australian Dollars and include GST and service fee.
b. In addition to the face value of a ticket other fees may apply depending on the method of payment and delivery including a credit card surcharge and/or postage and handling.
c. Full priced tickets apply to any person 18 years of age and over who does not comply with any of the conditions relating to persons eligible for a concession ticket.
d. Concession priced tickets apply to any person 16 years of age or under and/or the holder of one of the following concession cards: secondary student, tertiary student, senior, pensioner, Health Care Card.
e. The ticket represents the tax invoice for the transaction.
f. Tickets for performances, events and products at the Venues are valid only when purchased from the City of Boroondara, or from a person authorised by City of Boroondara to sell or distribute tickets.


4. Confirmation and Delivery
a. City of Boroondara sends tickets to the billing address of the credit card holder.
b. Purchasers collecting their tickets from the Box Office prior to the event or performance must present the credit card used to purchase tickets and or photo identification and, if applicable, valid concession cards.
c. Box Office staff reserve the right to request proof of concession entitlements at the time of ticket collection and withhold concession tickets if proof cannot be produced.


5. Refunds
a. Ticket purchasers have an automatic right to a refund if the performance or event is cancelled, rescheduled or significantly relocated.
b. If a refund is applicable it shall include the face value of the ticket including GST, service fee, credit card surcharge and postage and handling fee if applicable.
c. Refunds will be finalised within 30 days of the cancelled performance or event or 30 days of the request for the refund, whichever is the latter.
d. Ticket purchasers forfeit their right to a refund if they do not make a request within 14 days of the cancelled event.
e. The holder of a complimentary ticket or free ticket has no right to a refund.
f. Any decision to refund a ticket will be made by the Manager, Library, Arts and Cultural Services.


6. Lost Tickets
a. Whenever a lost (or forgotten) ticket is reported, the original ticket will be cancelled and a new ticket produced.
b. If a lost ticket is reported prior to the performance, a new ticket can be sent via email, picked up at the event or re posted for a fee.
c. If a lost (or forgotten) ticket is reported at the time of the performance, a ticket may only be replaced when the Ticket Purchaser can produce ID that connects them with the original ticket purchase.
d. If a Ticket Purchaser reports that a ticket was never received, Box Office staff will check the method of distribution and correct contact details as necessary. If the contact details are correct, then the ticket will be treated as a lost ticket.


7. Access and Inclusion
a. City of Boroondara supports an accessible and inclusive environment at its venues. All venues are wheelchair accessible and service dog friendly. City of Boroondara has infrared hearing augmentation and special needs seats where possible. Patrons with special needs are encouraged to contact the Venue prior to arrival at the Venue.
b. A valid Companion Card or valid Companion Card Number must be produced at the time of booking to gain access to the Companion Card program offer. Details of use are contained on the Companion Card website www.companioncard.org.au .


8. Changes to Performances
a. Particulars of the performance or event may be changed without prior notice. Artists or performers may be added, withdrawn or substituted for specific performances.


9. Admissions to Venues and Performances
a. These Terms and Conditions are conditions both for the sale of a ticket and conditions of attendance at the event or performance. By purchasing a ticket or attending an event or performance you agree to these Terms and Conditions.
b. City of Boroondara reserves the right to deny any person admission to Venues.
c. City of Boroondara may refuse a person entry or evict a person subsequent to entry in the following circumstances, but not limited to:
• A valid ticket is not produced.
• Where the holder of a valid concession ticket cannot produce proof of the concession entitlement.
• Where the holder of a valid ticket refuses a search of their clothing or possessions such as a bag or jacket.
• Where a valid ticket holder refuses to follow the direction of venue staff and/or cease specific behaviour such as the use of a camera, mobile phone or other electronic device.
• Where the holder of a valid ticket refuses to remain in the area or sea designated on the ticket.
• Where the ticket holder produces a ticket that can be identified as having been sold or offered for resale for a profit by an unauthorised person or entity.
• Where the holder of a valid ticket has arrived at the venue after the commencement of the performance or event and a lock out applies.


10. City of Boroondara Accounts and Privacy
a. To purchase a ticket, purchasers are required to create an account within the Tickets Dot Com ticketing system and provide information including their full name, address and contact number.
b. Council is committed to protecting the privacy of its customers as outlined in its Information Privacy Policy 2010 and will not on-sell or release any personal information to a third party without prior approval.
c. Customers providing their phone number will only be contacted by Box Office staff where necessary to discuss their booking/ticket purchase.
d. Ticket Purchasers can choose to opt-in to receive future information on events presented by the City of Boroondara during the purchasing process.
e. For externally presented events, customer contact information will only be provided to External Presenters if the customer has provided separate permission to do so during the ticket purchasing process.


11. Disputes and Complaints
The ticket purchase has the right to lodge a complaint regarding the ticket purchase process, refunds or any other matter to the Manager, Library, Arts and Cultural.