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How to apply for a refund through Secure My Refund

Steps to submit your Secure My Refund request and check your application status.

If you selected Secure My Refund when purchasing your tickets, you can apply for a refund if you are unable to attend due to eligible unforeseen circumstances.

Before you start — check eligibility

Secure My Refund covers eligible unforeseen circumstances that prevent you from attending the event. Common eligible reasons include:

  • Sudden illness or injury (you or an immediate family member)

  • Bereavement

  • Accident or emergency

  • Other unforeseen circumstances as defined in the Secure My Refund terms

For the full list of eligible and ineligible reasons, review the Secure My Refund terms and conditions.

⚠️ IMPORTANT: Secure My Refund does not cover change of mind or circumstances that were foreseeable at the time of purchase. If you are unsure whether your situation is eligible, review the terms before submitting.

Before starting your application, have the following ready:

  • Your order number or the card details used at checkout

  • Your bank account details (for the refund payment)

  • Any supporting documents — such as a medical certificate, death certificate, or other evidence relevant to your reason

Step 1 — Access your order

  1. Go to the My Tickets page at stickytickets.com.au.

  2. Access your order by either:

    • Logging into your account, or

    • Searching using your order number and email address, or credit card details

  3. Once you have found your order, click Apply for Refund (through Secure My Refund).

Step 2 — Complete the application form

  1. Select the ticket or tickets you want refunded. You can apply for a partial refund if only some tickets in your order are affected.

  2. Choose your reason for the refund from the list provided.

  3. Enter your bank account details. Your refund will be paid directly to your nominated bank account rather than back to your original payment method, so make sure the details are accurate before proceeding.

  4. Add any additional information relevant to your application.

  5. Upload supporting documents if required (accepted formats: image, PDF, DOC).

  6. Click Continue.


Step 3 — Review and submit

  • Review all your application details carefully. Make sure your banking details and supporting documents are correct.

  • Click the Submit button to send your request.

What happens after you submit

  • Your application status will show as Pending.

  • Your application will be reviewed against the Secure My Refund terms and conditions.

  • You can return to the same My Tickets page to check your application status at any time.

  • If approved, the refund will be paid to the bank account you provided.

If your application is declined

If your claim is not approved, you will be notified by email with the reason. If you believe the decision is incorrect or want to discuss your options, contact our support team with your application details, and we will assist where possible.

MOST COMMON QUESTIONS:

I can't find the Apply for Refund button.

  • The Apply for Refund option only appears if you purchased Secure My Refund with your ticket. Check your confirmation email or receipt to confirm whether protection was included in your order. If you believe it should be there and it isn't, contact our support team.

My application has been pending for a long time.

  • If your application has been pending beyond this timeframe, contact our support team with your application reference number.

I made an error in my banking details.

  • Once submitted, applications cannot be edited. Contact our support team immediately with your application details.

My supporting documents won't upload.

  • Check that your file is in an accepted format (image, PDF, or DOC). If the problem continues, send your supporting document to support@securemyrefund.com.au or contact Sticky Tickets support team.

Can I apply for a Secure My Refund claim after the event has already taken place?

  • Yes. You can still submit a refund application through Secure My Refund for up to thirty (30) days after the scheduled date of the event.

Can I get a refund for only some of the tickets in my order?

  • Yes. During the application, you can choose which tickets from your order you would like to request a refund for.

Will the booking fee be refunded as part of my Secure My Refund?

  • Yes. The full amount paid for the ticket, including the booking fee, will be refunded. However, the Secure My Refund fee is non‑refundable.

I didn't purchase Secure My Refund. Can I still get a refund?

  • If you did not add Secure My Refund when purchasing your tickets, any refund will be subject to the event organiser’s refund policy. All refund requests are assessed in line with that policy. See: Ticket refunds and cancellations.

NEED MORE HELP?

If you have questions about your application or need assistance, contact our support team.