Sunnybank Theatre Group Inc (hereinafter referred to as STG) has adopted the following "Terms and Conditions of Sale of Tickets" in compliance with the Australian Entertainment Industry Association (AEIA) Code of Practice for the Ticketing of Live Entertainment in Australia. The source document is available through this link here.

 

Cancelled or re-scheduled performances:

STG will use its best endeavours to advise customers when a performance is re-scheduled or cancelled. STG will ensure that a Ticket Holder is entitled to entry at a re-scheduled performance. If a performance is cancelled by STG, and if the Ticket Holder is unable to attend the re-scheduled performance, or if the performance is not re-scheduled, STG will ensure that the Ticket Holder receives a full refund of the Ticket price and other Ticket charges. Ticket Holders should apply for a refund in a timely manner and, where possible, before the date of any re-scheduled performance.

 

1. Refund and exchange conditions:

If a Ticket Holder reports a problem for which they feel they have grounds for complaint, other than those specified in these Terms and Conditions, and has reported the problem to STG or its representative before the completion of the performance, STG will take all reasonable steps to determine whether the Ticket Holder is entitled to an exchange option or refund. Where a substitute seat is found that is satisfactory to the Ticket Holder, no refund will be available. If an exchange option to another performance of the same production, or a refund is to be made, the Ticket Holder has no right to attend the remaining portion of the performance for which the exchange or refund has been made. At all times, the original Ticket(s) and proof of purchase will be required, and any refund may not necessarily be available at the Venue at the time the complaint is made.

STG will not be required to provide an exchange option or refund where the Ticket Holder is unable or chooses not to attend the performance, or where the Ticket Holder has been refused entry or evicted from the venue in any of the circumstances outlined in Clause 2 or 3.

Where a Ticket Holder applies for a refund only on the grounds that a performance does not meet his or her expectations, STG is not required to provide a refund. STG acknowledges that a Ticket Holder has access to remedies under any relevant Trade Practices or Fair Trading Laws, in the event of any false, misleading or deceptive representation.

 

2. Right to refuse entry:

The circumstances in which STG may refuse entry to the Venue to a Ticket Holder include, but are not limited to, any of the following circumstances:
(a) Where a Ticket Holder cannot produce a valid Ticket;
(b) Where a concession Ticket Holder cannot produce proof of their concession entitlement;
(c) Where a Ticket Holder produces a Ticket that has been purchased or obtained through an unauthorized source, or
(d) Where the Ticket has been obtained by illegal means;
Note: This Clause does not restrict an individual's rights under the Trade Practices Act 1974. Note: A Ticket Holder should ensure the validity of their Ticket by purchasing Tickets only from STG, or a duly authorized Ticketing Agent. If Tickets are reported lost or stolen, they can usually be replaced by STG or the Ticketing Agent for reserved seats, on the condition that the replacement Tickets may become invalid if the person claiming to have lost their Ticket is undertaking a deception or fraud. However, not all Tickets can be traced and a Ticket Holder should safeguard Tickets purchased in advance.
(e) Where a Ticket Holder has in his or her possession or refuses to surrender to the Venue any prohibited object or article that is not permitted to be brought into or used in that Venue;
(f) Where a Ticket Holder refuses to undergo a physical search or a search of their possessions where the conditions of entry state that a search may be required;
(g) Where a Ticket Holder is behaving in a manner which may cause property damage or that threatens the safety of performers, other Ticket Holders, or any other persons;

(h) Where you refuse to comply with reasonable directions of the Venue Manager or event organiser that are reasonably required to provide a safe event for workers and other patrons or to comply with relevant laws and government directions or orders.

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3. Right to evict a Ticket Holder:

The circumstances in which STG or Venue may evict a Ticket Holder from the Venue include, but are not limited to, any of the following circumstances:
(a) where a concession Ticket Holder cannot produce proof of their concession entitlement;
(b) where a Ticket Holder has in his or her possession or refuses to surrender any prohibited object or article that is not permitted to be brought into or used in that Venue;
(c) where a Ticket Holder is behaving in a manner which may cause property damage or that threatens the safety of performers, other Ticket Holders, or any other persons;
(d) where a Ticket Holder is behaving in a manner that reasonably interferes with other Ticket Holders' enjoyment of the performance; and
(e) where a Ticket Holder refuses to remain in the area or seat designated on their Ticket.

 

4. Late Arrival:

STG reserves the right to refuse admission to a Ticket Holder who arrives late to the Venue or a part of the Venue. The Ticket Holder may not be located in the designated seat or area, until there is a suitable break, if any, or at interval.

 

5. Patrons with a disability:

Within the limitations imposed by our premises, and the terms and conditions of our lease, STG will attempt to ensure that patrons with a disability are provided with access to performances in accordance with Federal and State legislation.

 

Notes:

1: The use of photographic or recording equipment and other items such as food and alcohol are prohibited in the performance area. The prohibited object or article must be surrendered and will be placed into the safekeeping of the Venue until the conclusion of the performance. Mobile phones must be turned off.

2: It is a condition of entry to performances that a search of person or possessions may be required at the time of entry to the Venue. If concerned, please consult the Venue.

3: A patron may be ejected if his/her mobile phone or paging device is interfering with other Ticket Holders' enjoyment of the performance. Patrons are warned that they can be removed on these grounds.

 

Complaints Procedures

A Ticket Holder who considers that this Code has not been observed, or who has a complaint that this Code has not been observed, may do any one of the following:

 

1. Prior to the performance:

If the complaint occurs prior to the performance, the Ticket Holder should report the complaint to the STG Box Office.

 

2. At the time of the performance:

If the complaint occurs at the time of the performance, the Ticket Holder should lodge a complaint with an usher, who will then ensure that the complaint is reported to the appropriate person so that the complaint is properly addressed.

 

3. Subsequent to the performance:

If the complaint occurs subsequent to the performance, the Ticket Holder should contact STG by telephone. The operator will assist and advise the Ticket Holder to whom they should report the complaint to have it fully addressed. If the phone diverts to message-bank, please leave a message to allow the call to be returned.