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How Secure My Refund Works and How to Add It at Checkout

Protect your ticket purchase against unforeseen circumstances — what's covered, how the fee works, and how to add protection at checkout.

What is Secure My Refund?

Secure My Refund is an optional service that protects your ticket purchase. If you are unable to attend an event due to eligible unforeseen circumstances, a successful request will refund your ticket costs — regardless of the event organiser's own refund conditions.

When a request is approved, you receive your refund, and the event organiser also keeps the funds from your original purchase.

What's Covered

Secure My Refund covers unforeseen circumstances out of your control. The following are eligible reasons, including but not limited to:

  • Sudden illness or injury (you or an immediate family member)
  • Pre-existing medical condition that changes unexpectedly
  • Bereavement (death of an immediate family member)
  • Accident or emergency
  • Jury service or court summons
  • Mechanical breakdown of the vehicle is taking you to the event
  • Adverse weather (with government agency travel warnings)
  • Scheduled airline failure or significant flight disruption
  • Public transport termination
  • Home emergency
  • Government travel ban
  • Relocation for work (for more than 3 months)
  • Theft of tickets (confirmed by police report)
  • Changes to examination dates
  • Armed forces or emergency services recall
  • Other emergency circumstances (at Sticky Tickets' discretion)

For the full eligible and ineligible reasons and conditions, see the Secure My Refund terms and conditions.

Not Covered:

  • Change of mind — Secure My Refund does not cover a decision not to attend.
  • Foreseeable circumstances — situations that were known or predictable at the time of purchase.
  • Communicable diseases — including COVID-19, lockdowns, and related government restrictions.
  • Free tickets and donations — excluded from coverage even if the rest of the order is protected.
  • Events purchased more than 12 months before the event date — orders outside the 12-month purchase-to-event window are not eligible.

What does it cost?

The Secure My Refund fee is 8% of your total ticket price, including the booking fee. It is added as a separate line item on top of your ticket and booking fee total. It will appear on your receipt and bank statement as Sticky Tickets Australia Pty Ltd.

Maximum refund limit: $1,000 per order. If your tickets cost more than $1,000, only $1,000 will be refunded.

How to add Secure my Refund at checkout

Step 1 — Select your tickets

Go to the event page and select the tickets you want to purchase. Complete the purchaser form and any required ticket holder details, then click Continue to proceed to the payment page.

Step 2 — Choose whether to add protection

On the payment page, the Secure My Refund section will appear — if the organiser has enabled it for their event.

secure-my-refund-prompt

  • Select Yes (Recommended) to add protection. The SMR fee is added to your total, and protection begins as soon as your payment is confirmed.
  • Select No to skip. No fee is charged, and your order is not protected.

Secure My Refund is not showing? The feature may not be available for all events — it depends on the organiser's settings. If you don't see it at checkout, it is not available for this purchase.

Buying tickets for multiple events in one cart? A checkbox list will appear showing each event and its organiser's refund conditions — select the events you want to include in your Secure My Refund coverage.

Adding secure my refund on events while cart is enabled

 

Step 3 — Accept terms and conditions and confirm payment

Accept the Terms and Conditions, then click Confirm Payment. Your receipt will include the Secure My Refund fee as a separate line item.

Important rules and limits

  • Must be added at checkout. Secure My Refund cannot be added after your purchase is complete.
  • Cannot be cancelled after purchase. Once added and paid, the Secure My Refund fee is non-refundable.
  • Maximum $1,000 refund per order.
  • The whole order is protected — you cannot protect only some tickets. Free tickets and donations are always excluded.
  • Protection starts immediately after payment is confirmed.
  • 12-month limit — your event must take place within 12 months of your purchase date to be eligible for coverage.
  • Ticket transfers: If your ticket is transferred to a different event, protection continues for up to 90 days from the original event date, up to the original ticket value.
  • Event cancelled by organiser: If the organiser cancels or reschedules the event, your refund comes from the organiser — not through Secure My Refund. The SMR fee is non-refundable in this case.

How to submit a request

If you need to submit a refund request through Secure My Refund, see:  How to submit a Secure My Refund request.

Australian Consumer Law: Under the Australian Consumer Law, ticket buyers may have a right to a refund if an event fails to meet consumer guarantees. These rights apply regardless of the organiser's stated refund conditions and cannot be excluded or waived.

Most common scenarios and questions

Can I add Secure My Refund after I've already purchased my tickets?

  • No. Secure My Refund can only be added during checkout. Once your purchase is complete, it cannot be added to that order.

Can I cancel or remove Secure My Refund after purchasing?

  • No. Once added and paid, the Secure My Refund fee cannot be cancelled or refunded — even if your circumstances change.

Does Secure My Refund cover all tickets in my order?

  • Yes — when you add Secure My Refund, your entire order is protected. Free tickets and donations are always excluded.

Does Secure My Refund cover COVID-19 or other communicable diseases?

  • No. Communicable diseases — including COVID-19, lockdowns, and related government restrictions — are not covered by Secure My Refund.

What happens to my Secure My Refund if the organiser cancels the event?

  • If the organiser cancels or reschedules the event, your refund comes from the organiser — not through Secure My Refund. The Secure My Refund fee is non-refundable in this case. See: Ticket refunds and cancellations.

Is Secure My Refund available for every event?

  • No — it depends on the organiser's settings. If you don't see the Secure My Refund section at checkout, it is not available for that event.

Need more help?

If you have questions about Secure My Refund, contact our support team.