Ticket Refunds and Cancellations

What's your situation?

Jump straight to what you need:

My event was cancelled → If your event is cancelled
I purchased Secure My Refund → If you purchased Secure My Refund
I want to request a refund → How to request a refund
My event was postponed → My event was postponed (FAQ)

Refunds for events on Sticky Tickets are managed by the event organiser. Each event has its own refund policy — check the event page, your confirmation email, or your receipt before submitting a request.

Important — non-refundable fee: A 1.5% merchant and administration fee is deducted from all refund amounts, and is non-refundable. This applies regardless of the organiser's refund policy.

How to request a refund

Step 1 — Check your eligibility. Before requesting a refund, check the event's refund policy by:

Visiting the event page
Checking your confirmation email or e-ticket
Reviewing your receipt

The policy will show the refund timeframe (e.g. "refunds available up to 7 days before the event") and any conditions that apply.

Step 2 — Submit your refund request

Option 1 — Request through My Tickets (if available)

Go to the My Tickets page.
Locate your order.
Click Refund Request if shown.
Submit your request — it will be sent directly to the organiser.

Option 2 — Contact the organiser directly

If the Refund Request option is not available:

From the event page — click Ask the Organiser and send your message.
From your confirmation email — use the organiser contact details included in the email.

What happens after you submit

Your request is sent to the event organiser for review.
The organiser will respond via email — response times vary.
If approved, the refund is returned to your original payment method within 5–7 business days.

Keep in mind: Refund approvals are at the organiser's discretion. Some events have a no-refund policy. If your request is declined, see the alternatives below.

If your event is cancelled

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

If you are unable to reach the organiser or do not receive a response, contact our support team.

Australian Consumer Law: Regardless of the organiser's stated refund policy, you may have legal rights to a refund if the event is cancelled, significantly changed, or fails to meet consumer guarantees. These rights cannot be excluded by an organiser's policy. If you believe your consumer rights have been breached, you can also contact your state's consumer protection agency.

If you purchased Secure My Refund

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

If you purchased Secure My Refund protection at checkout, your claim is handled through the protection provider — not through the event organiser.

To make a claim, see: How to apply for a refund through Secure My Refund.

You can also contact our support team for assistance.

Alternatives if a refund isn't available

If a refund is not available under the organiser's policy, you may be able to:

Transfer your ticket to another person — see: Change/Update ticket holder's name.
Request a credit or transfer to another event — contact the organiser directly to ask if this is available.

If the organiser is unresponsive

If you have submitted a refund request and have not received a response after a reasonable period, contact our support team. Include your order details and a summary of your attempts to reach the organiser — we'll assist where possible.

Most common questions

How long does a refund take to process?

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

Will the booking fee be refunded as well as the ticket price?

If the organiser's policy 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 and is non-refundable.

A 1.5% fee was deducted from my refund — is that correct?

Yes. A 1.5% merchant and administration fee applies to all refunds processed through Sticky Tickets and is non-refundable. This is separate from the booking fee.

The organiser approved my refund, but I haven't received the money.

Refunds are returned to your original payment method. Allow 5–7 business days after approval. If the refund hasn't appeared after this time, contact our support team with your order details.

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

A postponement is not the same as a cancellation. Contact the event organiser directly to request a refund in line with their refund policy. If the new date is significantly different and you believe this constitutes a major change to the event, you may have rights under Australian Consumer Law — see the ACL section above.

How do I know if I purchased Secure My Refund?

Check your receipt or confirmation email for a line item labelled "Secure My Refund Fee." If it appears that you purchased protection and can submit a claim.

Need more help?

If you need further assistance with your booking, contact our support team.