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FAQs

1. How do I contact Ticketek?

We have a lot of information on our event pages and in our help page. If you can't find the answer you are looking for you can email us via our Contact Us form. Remember some of our events have ticket delivery delayed, check out our Where's My Ticket page. If you have an Accessible Seating enquiry check our information on how to contact us. You can also contact our Call Centre on 132 849.

2. Where is my Ticket?

Ticket delivery is sometimes delayed at the request of the promoter. Your ticket will be sent to you in ample time before the event. Check the Where's My Ticket? link on the Ticketek home page, or the individual event page site for information on when tickets will be sent. If your tickets still haven't arrived after checking the above, please use Contact Us form. We can only discuss details with the MyTicketek account or credit card holder. If you haven't heard back from us before you have to leave for your event, please visit the box office at the venue for assistance.

3. What is Ticketek's policy on refund and exchanges?

There are no refunds, or exchanges on an event except as required by law, including the Australian Consumer Law. You can view our Terms and Conditions of Sale. A refund or exchange of a ticket is applicable if an event cancels, is rescheduled or significantly relocated. A refund or exchange of a ticket is not applicable as a result of a change in your personal circumstances, a change of mind or an incorrect purchase. If you have purchased Ticket Insurance please read our FAQ below for details on how to make a claim. After considering the above, if you would still like to submit a request you can do so via the Contact Us form. You must provide the following details for your request to be reviewed:

  • MyTicketek registered email
  • Reason for the request (refer to Terms and Conditions)
  • Supporting documentation (medical certificate etc)
Requests not including the above will not be considered. Submission does not infer approval and we are unable to guarantee your request will be successful.

4. Can I sell tickets using online auction sites like eBay?

Selling tickets or offering tickets for sale for above their face value via auction sites or any other unauthorised means is in breach of Ticketek's Terms and Conditions of Sale. Tickets that are detected as being sold or offered for resale in breach of the Ticketek Terms and Conditions of Sale may be cancelled without a refund. If you can't attend an event for legitimate reasons and want to sell your ticket via an online auction site, Ticketek will not object to your sale as long as the selling/offer price is no more than the face value of the ticket. For example, you can use eBay's Buy Now function as long as the ticket price is set at face value or below.

5. What if a show is cancelled or postponed?

Check the event information page by using the search tool on our webpage. As soon as information is confirmed we will get details up on the event page for you. Email notification will be sent so check your inbox for updates. When an event is cancelled we will advise how refunds will be processed to you. When an event is postponed updates will be made as they are confirmed. If you have any questions we haven't answered on the event page, send us an email using the Contact Us form

6. How do I make a complaint?

To lodge a complaint please submit a form by clicking on the Contact Us form. Please include as much information as possible and an online team member will personally look into your concerns. Some requests may require us to contact the venue or promoter and could take additional time to investigate. Read information on Ticketek's Terms & Conditions of Sale.

7. How do I book accessible seating?

If you have special seating requirements such as wheelchair access or require companion seating please call us on 1300 665 915 or contact us online. Some venues ask that you contact them directly when booking accessible seating, please view the Accessible Seating link at the top of the Ticketek page for information.

8. Am I eligible for a Group Booking?

To be eligible for a Group Booking, a minimum of 6 to 20 people is usually required, however this may vary. Group discounts may be offered but do not apply to all events. Group Bookings are available for selected events and are subject to availability. Search for Groups on the Ticketek page or read more information here

9. How do I buy and receive my ticket if based overseas?

Anyone can become a My Ticketek member and buy tickets no matter which country you are located in. When booking from overseas, we recommend you choose either of the delivery options below when they are available:

  • ezyTicket: your ticket is emailed to you in PDF format
  • Venue/Pre-Paid Collection Outlet: Collect tickets when you arrive in Australia. Find out more about ticket collection points
Ticketek is unable to guarantee ticket delivery by mail to overseas addresses due to the risk of post being lost in transit. Please note: Registered Mail cannot be traced for any tickets posted outside of Australia. Only the credit/debit card holder is permitted to purchase and collect tickets. Photo ID and the credit/debit card used to make the booking must be presented when collecting tickets. If you would still like your tickets to be posted to you overseas, please consider the below;

  • Allow longer delivery time-frame than the standard 15 working days within Australia.
  • General Admission (GA) tickets may not be replaced if lost in transit
  • If lost, replacement tickets may be arranged for collection at the venue by the card holder only

10. Why is there a time limit when I buy tickets?

For popular events a time limit is placed on each page as you move through the site. This is approximately 3 minutes and will be displayed as a countdown at the bottom of the page. If you don't complete your action within the time limit on each page it will refresh. We recommend you have all of your details ready to speed up the process.

11. Ticketek Ticket Insurance Information

Cover begins when your Ticketek Ticket Insurance policy is issued (you will receive an email with your Certificate of Insurance within 24 hours of purchasing your ticket and policy). Cover ends when the event begins (or when the event begins on the last day of the event if the duration of the Event is more than one day) or a claim is made, whichever happens first. Ticketek Ticket Insurance provides covers for the unused ticket cost (excluding delivery/service fees) if you are unable to attend the event because any of the following circumstances that are sudden, unforseeable by you, and are outside your control; Injury or Sickness - preventing you or your companion from being able to attend the Event, or if a relative requires care by you or your companion.

  • If You or Your Companion are required to provide primary care to a Relative who resides in Australia or New Zealand because that Relative suffers a Disabling Injury, Sickness or Disease and there is no other family member available to provide primary care
  • Death - you, your companion or a relative passes away
  • Transport accidents - where you suffer a bodily injury on the way to the Event which prevents you from attending the Event
  • Vehicle breakdown - your or your companion's car breaks down within 48 hours prior to the Event
  • Transport cancellation or delay - your or your companion's scheduled or connecting transport is cancelled, delayed, shortened or diverted because of strike, riot, hijack, civil protest, weather or natural disaster
  • Home or business issues - your or your companion's home or place of business is uninhabitable due to fire, explosion, weather, natural disaster, burglary or vandalism
  • Assault - you or your companion are the victim of an assault causing bodily injury
  • Redundancy - you or your companion are made redundant from full-time permanent employment
  • Work relocation - you or your companion are required to relocate more than 100 kilometres from your usual place of work
  • Jury duty - you or your companion are required to do compulsory jury duty
  • Military orders - you or your companion are unable to attend the Event because of military orders
By taking out Ticketek Ticket Insurance when you book tickets online, you will be entitled to a refund of the unused ticket value (excluding any service/delivery fees) up to $3,000 per ticket.

11a. If I do not go to the Event because I have changed my mind, do I get my money back?

No, Ticketek Ticket Insurance only provides cover if you are unable to attend the event because of a covered circumstance or reason. There is no cover if you do not go to the event due to a change of plans. Read the Combined Financial Services Guide and Product Disclosure Statement (including Policy Wording) for full details of the cover including the limits and exclusions.

11b. Am I covered if I lose my ticket?

No, Ticketek Ticket Insurance will not provide cover if you lose your ticket. Cover is only provided if you are unable to attend the event because of a covered circumstance or reason. Also, you must send your original ticket (or barcode for the ticket if it is an electronic ticket) with your claim form when you make a claim.

11c. What if I decide I do not want Ticketek Ticket Insurance - can I get my money back?

If you decide that you do not want this policy, you may cancel it within 14 days of the date of purchase. You will be given a full refund of the premium that you paid, provided you have not left your home to go to the Event and you do not want to make a claim or to exercise any other right under the policy. After 14 days you can still cancel your policy but you will not be refunded any part of your premium.

11d. How do I make a claim?

The original unused event ticket (or the barcode for the event ticket of an electronic ticket) must be kept and submitted to Cover-More:

  1. Complete a claim form (download and print a claim form at http://covermore.com.au/ticketek)
  2. Add your and your companion's original event ticket and other supporting documents. Follow the checklist on the claim form for the supporting documents that need to be sent to us with the completed form. Original documents are required, so please keep a copy of any documents before sending them in.
  3. Send in the claim. Send the completed claim form and/or any additional documents to support the claim to Cover-More Claims Department, Private Bag 913, North Sydney NSW 2059
For additional assistance or to obtain a claim form, contact Cover-More on 1300 889 058 or +61 (0) 2 8907 5085.

11e. How are claims paid?

We will pay all claims in Australian dollars, regardless of your country of residence. We will pay you unless you tell us to pay someone else. The rate of currency exchange that will apply is the rate at the time you incurred the expense.

11f. How do I make a complaint about Ticket Insurance?

If you or your companion have a complaint:

  • Please call Cover-More on 1300 889 058. You will be put in contact with someone who can help resolve the complaint
  • You or your companion can also write about the complaint marked for the attention of:
  • The Customer Relations Manager, Private Bag 913, North Sydney NSW 2059; or email [email protected]

11g. What if I need more information?

For additional assistance, contact Cover-More on 1300 889 058 or +61 (0) 2 8907 5085. Limits, sub limits, conditions and exclusions apply. Ticketek Pty Ltd (ABN 92 010 129 110, AR No. 344548) is an authorised representative of Cover-More Insurance Services Pty Ltd (ABN 95 003 114 145, AFSL 241713) who arranges the insurance on behalf of the insurer. Insurance administered by Cover-More Insurance Services Pty Ltd (ABN 95 003 114 145, AFSL 241713) and issued by Zurich Australian Insurance Limited (ABN 13 000 296 640, AFSL 232507). Any advice is general advice only. Please consider your financial situation, needs and objectives and read the Combined FSG/PDS before deciding to buy this insurance.