How to Request a Refund or Transfer Your Tickets

All refund and transfer requests are managed by the event organiser. Whether you purchased as a registered member or as a guest, you can submit requests directly through your tickets.

Select and click on what you need:

• Request a refund
• Update ticket holder names
• Transfer your ticket to another event
• Purchased Secure My Refund?
• Event cancelled?

How to request a refund

Before you start: Each event has its own refund policy. Check the event page or your confirmation email to confirm refunds are available, and you are within the eligible timeframe.

Step 1 — Go to your tickets

• Go to the My Tickets page.

• If you have an account: Sign in, and your tickets will appear automatically.

• If you purchased as a guest: Enter your order number and email address, or your credit card details (first 6 digits, last 3 digits, transaction date), then click Search.

Step 2 — Locate your order and submit

1. Find the order for the event you want a refund for.
2. Click Refund Request if the button is shown.
3. Select the reason for your refund, choose which tickets to include, and add any additional message for the organiser.
4. Click Continue, review the summary, then click Confirm to submit.

Your request is sent directly to the organiser. You will receive an email response — response times vary.

Refund Request button not showing? The organiser may not have enabled refunds for this event, or the refund window may have closed. Check the event page for the refund policy, then contact the organiser directly — see: How to contact the event organiser.

Step 3 — If you need to contact the organiser directly

If the Refund Request button is not available:

• Visit the event page and click Ask the Organiser.
• Or reply to your confirmation email using the organiser's contact details.

Update ticket holder names

If you need to put a different name on one or more of your tickets, you may be able to update the ticket holder details yourself — depending on how the event was set up.

This option is available only if:

• Individual ticket holder names were collected during the booking process, and
• The event organiser has enabled purchasers to update the ticket holder names

If names were not collected during booking, Your name appears on all tickets by default. This is expected behaviour — see: My name appears on all the tickets.

How to update ticket holder names

1. Go to the My Tickets page and locate your order.
2. Click the Edit link next to the ticket.
3. Update the ticket holder's name and any other required details.
4. Save your changes, then download the updated ticket and forward it to the new ticket holder.

You can update each ticket in the order individually.

For full instructions, see: How to change the name on your ticket.

Transfer your tickets to another event

If you are unable to attend your event, or if you accidentally selected the wrong event date, you may be able to transfer your tickets to another event run by the same organiser.

This option is available only if:

• The event organiser has enabled transfer requests for their event, and
• The replacement event is run by the same organiser.

How to request a transfer

1. Go to the My Tickets page and locate your order.
2. Click the Transfer button if shown.
3. Follow the on-screen steps to select the event you want to transfer to and submit your request.

For full instructions, see: How to request for tickets to be transferred to another event.

If you purchased Secure My Refund

If you added Secure My Refund protection at checkout, you may be able to obtain a refund through the protection provider for reasonable reasons outlined in the Secure My Refund terms and conditions — regardless of the organiser's own refund conditions.

Not sure if you purchased it? Check your receipt or confirmation email for a "Secure My Refund Fee" line item. If it appears, you have Secure My Refund on your order.

To submit a Secure My Refund request, see: How to apply for a refund through Secure My Refund.

If your event was cancelled

If the organiser cancels the event, you are entitled to a full refund of your ticket price. Contact the organiser using the details on the event page or in your confirmation email.

If the organiser is unresponsive, contact our support team.

Most common questions

What if the organiser doesn't respond to my refund request?

• If you haven't received a response after a reasonable time, contact our support team with your order details and a summary of your attempts to reach the organiser.

How long does a refund take?

• Once the organiser approves your request, allow 5–7 business days for the refund to appear on your original payment method.

Will the booking fee be refunded?

• If the organiser allows a full refund, the booking fee will be included. However, a 1.5% merchant and administration fee is always deducted from the refunded amount.

Can I request a refund if I purchased as a guest?

• Yes. Use the guest lookup option on the My Tickets page — enter your order number and email address, or your credit card details, to access your order.

My event was postponed — am I entitled to a refund?

• A postponement is not the same as a cancellation. Contact the organiser directly to discuss your options. If the new date is significantly different, you may also have rights under Australian Consumer Law — see the section above.

Why does my name appear on all my tickets?

• If individual names were not collected during the booking process, your name is used as the default across all tickets in the order. This is expected behaviour. See: My name appears on all the tickets.

Need More Help?

If you're unable to contact the organiser or need assistance, contact our support team