Ticketing Policy - Geelong Arena

At the Geelong Arena we want to make your ticket purchase experience easy and efficient.

Our policy is designed to ensure your satisfaction and understanding of our purchase processes. If you have any questions about the information below, please contact the venue.

Each ticket that you purchase is a license to attend a particular event and is subject to the additional terms set forth on that ticket.

Ticketing agencies

Our ticketing agency acts as an agent for those who are promoting, presenting, hosting or otherwise providing the events for which you purchase tickets. As such, except as specified in these terms and conditions, we will not be held personally liable for any dispute over an event or a ticket purchase.

If you are using a ticketing agency site to purchase a ticket for an event that is located in Australia, then you will be contracting with that ticketing agency as agent for the event organiser (and the tickets will be sent from Australia), regardless of whether you are located in Australia or elsewhere.

Details for a particular event can be obtained from the event organiser. Each ticket is issued subject to the terms and conditions of the event organiser and/or venue at which the relevant event is held. Full details are normally available on the event website or at the venue.

Pricing and availability

Our ticketing agency sells tickets on behalf of the event organiser, which means our ticketing agency does not set the ticket prices or determine seating layouts.

Tickets are generally sold through several distribution points, including online, contact centres, outlets and box offices. Most distribution points generally access the same ticketing system and inventory. Therefore, tickets for popular events may sell out quickly.

Occasionally, additional tickets may be available prior to the event. However, our ticketing agency does not control this inventory or its availability.

Cancelled events

Occasionally, events are cancelled or postponed by the event organiser due to weather conditions or other situations which may affect the performers, staff or audience. If an event is cancelled, please contact our ticketing agency  or venue for information on receiving a refund.

Unless indicated otherwise in relation to a particular event, if an event is cancelled or rescheduled, ticket purchasers will be offered seats at any rescheduled event up to the face value of the original tickets or, if the ticket purchaser is unable to attend the rescheduled event or the event is not rescheduled, a refund.

Refunds for tickets purchased prior to the date of the original event will be given up to the amount paid for the tickets (including per transaction handling fees) but will normally exclude any delivery fees paid in respect of the tickets.

Depending on the circumstances in each case, a partial refund may be given where one day of a multi day event is cancelled. Contact our ticketing agency or venue for exact instructions if an event is cancelled or rescheduled. Please make sure to include/provide your order number so we can expedite your refund (if applicable). If you purchased a ticket at a retail outlet, you will need to return the ticket directly to that retail outlet. 

It is your responsibility to ascertain whether an event has been cancelled and the date and time of any rearranged event. If an event is cancelled or rescheduled, our ticketing agency will use reasonable endeavours to notify ticket purchasers of the cancellation once we have received the relevant authorisation from the event organiser. We do not guarantee that ticket purchasers will be informed of such cancellation before the date of the event.

Opening acts

Opening acts or guests may sometimes tour with headlining performers. Our ticketing agency is not always made aware of opening acts or the length of their performances.

These opening acts are subject to change or cancellation at any time without notice. Ticket holders will not be entitled to a refund if an opening act is changed or cancelled.

Presenters generally reserve the right to add, withdraw or substitute such artists and vary advertised programs, seating arrangements and audience capacities.

Refunds, exchanges and replacement tickets

Before purchasing tickets, carefully review the event and seat selection details. Our ticketing agency does not issue an exchange or refund for a lost, stolen, damaged or destroyed ticket (including where a ticket does not arrive in the mail) unless:

  1. our ticketing agency can identify at the venue the actual seat corresponding to the ticket for that event, or in the case of a general admission ticket, our ticketing agency is able to identify (acting reasonably )and cancel the relevant ticket, and
  2. you give our ticketing agency a reasonable amount of notice ahead of the event that the ticket has been lost, stolen, damaged or destroyed, in which case our ticketing agency will issue a replacement ticket to you for a reasonable administration fee.

A change in personal circumstances does not entitle a ticket holder to return or exchange a ticket.

Subject to any statutory rights of refund (including, without limitation the provisions of the Australian Consumer Law), if an event takes place then generally there is no right to a refund or exchange, including where a ticket holder cannot attend because of adverse weather conditions.

COVID-19 specific conditions of entry

You acknowledge that the event may be scheduled to be held, or will be held, during a time at which one or more Government directions or regulations may be in force regarding the number of persons attending an event (or the holding of the event itself). If that is the case, then the number of persons permitted to be in or around the Venue may be affected, resulting in the Seller (or Ticket agency, on behalf of the Seller) being required to or deciding to:

  1. cancel or postpone the event
  2. reduce the number of persons who may attend the event
  3. change your seating allocation and/or
  4. change any standing or seating configurations for attendance at the event

in which case you may receive a refund in accordance with these Terms and Conditions of Sale, or the COVID-19 Refunds and Exchanges Terms and Conditions, as the case may be.

You agree to comply with all Government directions, orders and regulations relevant to attending live events, which may be in place at the time of the event.

If you are attending the event as part of a group, as the primary ticket purchaser, you are responsible for knowing the contact details of all attendees in your group. In the event you are contacted directly by the Government, including the Department of Health for the purposes of contact tracing, you must:

  1. make the contact details of your group available to the Government (if you have the consent of each group member to do so) or
  2. contact each member of your group, and request that they provide their contact details to the Government directly.

All attendees in your group, including yourself, must commit to stopping the spread of COVID-19. If at the time of the event, either you, or any other members of your group are feeling unwell or are subject to a self-quarantine or self-isolation period, you agree not to attend the event. If you do attend the event, you agree to assume all risk associated with COVID-19.

Billing information verification

Orders are processed only after a billing address and other billing information has been verified.

Occasionally, we receive incorrect billing or credit card account information for a ticket order that can delay processing and delivery. In these cases, our ticketing agency customer service will attempt to contact you using the information provided at the time of purchase.

If our ticketing agency is unable to reach you after its initial attempt, we may cancel your order and may sell your tickets to another customer.

Delivery of tickets and venue pick up

If you have selected delivery through the mail (if applicable), please allow at least 14 days after your order is made to receive your tickets.

Our ticketing agency sends tickets to the billing address of the charge card holder. Occasionally, we receive incorrect billing or credit card account information for a ticket order that can delay processing and delivery.

Tickets delivered through venue pick up are typically available one hour prior to the event start time. You will need to present your confirmation number, the credit card used to purchase tickets and picture identification.

Some events do not have venue pick up (in this case you will not get venue pick up as a delivery option when ordering tickets).

Pricing and other errors

If you are able to order a ticket before its scheduled on-sale or presale date or you are able to order a ticket that was not supposed to have been released for sale, then our ticketing agency will have the right to cancel that ticket (or the order for that ticket) and refund to you the amount that you paid. This will apply regardless of whether because of human error or a transactional malfunction of our ticketing agency site or other ticketing agency operated system.

If our ticketing agency discovers an error in the price of tickets you have ordered (regardless of the source of that error, and whether it was an error in a price posted on our ticketing agency site or otherwise communicated to you), our ticketing agency will inform you as soon as possible and give you the option of reconfirming your order at the correct price (and credit or debit your account as applicable) or cancelling your order.

If we are unable to contact you, you agree that we may treat the order as cancelled. If you choose to cancel after you have already paid the incorrect ticket price for the tickets, you will receive a full refund from us.

Limitation of liability

To the extent permitted by law (including, without limitation the Australian Consumer Law), neither the event organiser, venue or ticketing agency shall have any liability to you beyond the face value of the ticket purchased plus any relevant per transaction handling fee and delivery fee.

Neither the event organiser, venue nor ticketing agency shall be liable for any loss of enjoyment or wasted expenditure.

Personal arrangements including travel, subsistence and accommodation relating to the event which have been arranged by you are at your own risk.

The event organiser, venue and ticketing agency accept no responsibility for any personal property. This provision does not affect your rights or remedies in relation to any Consumer Guarantee that may be applicable to the event organiser's or ticketing services.

Injury at events

To the extent permitted by law, our ticketing agency disclaims all liability for any injuries caused at an event.

Balls or other objects may fly into the spectator area during events. Although reasonable measures are taken by the event organiser to protect spectators, injury can occur. Stay alert at all times before, during and after the event.

If struck or otherwise injured or distressed, immediately ask an usher for assistance or directions to a medical station or contact an emergency service.

By purchasing a ticket through our ticketing agency, you acknowledge and accept these terms and conditions in your personal capacity and on behalf of any accompanying minor.

You assume all risks which are incidental to the event for which the ticket you have purchased is issued, whether before, during or after the event. Our ticketing agency, in acting as agent for the event organiser, will not be liable for any obligations owed by the event organiser to you as a ticket purchaser.

Licence, ejection and cancellation, no redemption value

The event organiser reserves the right, without refund of any amount paid, to refuse admission to, or eject, any person whose conduct the event organiser  or their agents, employees or contractors deems to be disorderly, who uses vulgar or abusive language or who otherwise fails to comply with the event organiser’s or the venue's terms and conditions.

Breach of any such terms and conditions will terminate your revocable licence to attend the event without refund or compensation. A ticket is a revocable licence and admission may be refused upon refunding the ticket's face amount. A ticket is not redeemable for cash.

All patrons attending an event must hold a valid ticket for that event. Late arrivals to an event may result in non-admittance until a suitable break in the performance.

Recording, transmission and exhibition

Cameras, video and audio recorders, mobile phones and pagers may not be permitted in certain events. event organisers request that all pagers and mobile phones be turned off before entry. If you do not do so, you may be removed from the event without refund or compensation.

You agree not to record or transmit, or aid in recording or transmitting, any description, account, picture, or reproduction of the event.

You grant permission to the event organiser to utilise your image, likeness, actions and statements in any live or recorded audio, video, or photographic display or other transmission, exhibition, publication or reproduction made of, or at, the event (regardless of whether before, during or after the event) in any medium or context without further authorisation or compensation.

You are subject to search

You may be requested to submit yourself and your belongings to a search on entry to an event for which you have purchased a ticket.

By purchasing a ticket from our ticketing agency, you consent to such searches and waive any related claims that may arise (to the extent permissible by law).

If you withdraw your consent to such searches, you may be denied entry to the event without refund or other compensation. event organiser rules may prohibit certain items from being brought into the premises, including without limitation, alcohol, drugs, controlled substances, cameras, recording devices, bundles and containers. Such items may be confiscated and neither Our ticketing agency, event organiser nor the venue accept any responsibility for confiscated items.

Unlawful re-sale of tickets, commercial purposes

There are laws in place in certain states that prohibit resale of tickets to certain events or limit the prices at which they may be resold. As a ticket purchaser, you are responsible for complying with any such laws.

Please also check when booking for any event-specific terms imposed by an event organiser that may limit your rights to resell a ticket.

A ticket shall not be used for advertising, promotions, contests or sweepstakes, unless formal written authorisation is given by the event organiser, provided that even if such consent is obtained, use of our ticketing agency trademarks and other intellectual property is subject to our ticketing agency’s express consent.

Keeping tickets safe

Please ensure that upon receipt of your tickets that they are kept in a safe place. To safeguard your tickets you may if applicable choose to have them sent by registered post at an additional cost. Allow 14 days delivery time for this method.

Tickets sent by normal mail or express delivery cannot be traced and no responsibility will be taken for tickets sent by this method.

Alternatively your tickets may be collected from the venue on the day of the performance. Please check box office operating hours. In some instances where a venue collection is not available, alternative arrangements may be offered. Please check the purchase page for that event.

Additional terms may also apply

Multiple browser windows

When ordering tickets online at the site, please ensure you are looking for tickets and placing an order using only one browser window. Looking up tickets using multiple browser windows could result in losing your tickets or timer expiration.

Order confirmation

Details of all successful and completed ticket purchase orders are sent to the purchaser (in the form of a confirmation page or email) with a confirmation number.

If you do not receive confirmation number after submitting payment information, or if you experience an error message or service interruption after submitting payment information, it is your responsibility to confirm with our ticketing agency whether or not your order has been placed.

Only you may be aware of any problems that may occur during the purchase process. Our ticketing agency will not be responsible for losses (monetary or otherwise) if you assumed that an order was not placed because you failed to receive confirmation.


The price shown for tickets on our ticketing agency site includes GST and, where applicable, per ticket fees and a payment processing fees of  the ticket price, but excludes fees that are calculated on a per transaction basis. Per transaction fees are added to the final total of your order. The payment processing fee applies to purchases by credit card, debit card or gift card on selected events. The payment processing fee includes (but is not limited to) credit and debit card fees and expenses, administration and associated infrastructure costs.

The fees calculated on a per transaction basis are handling fees and delivery fees. Handling fees cover the costs of providing ticketing services, including things like infrastructure costs and operating an internet site.

Handling fees vary depending on the event and are agreed between the relevant event organiser and The Ticketing Provider.

The delivery fee depends on which delivery option/s are available and selected by you at checkout.

Delivery options that normally attract delivery fees include Express Mail, Registered Post, International Airmail and International Express. The delivery options that attract delivery fees for an event and the applicable fee for each option, are displayed on our ticketing agency Site .

Tickets per customer

When purchasing tickets on our ticketing agency site, you may be limited to a specified number of tickets for each event (also known as a "ticket limit"). This amount is included on the unique event page and is verified with every transaction. This policy is in effect to discourage unfair ticket buying practices.


All ticket prices for events that occur in Australia are stated in Australian dollars (AUD). Our ticketing agency site allows several methods of payment,

Law and jurisdiction

The provisions of this Purchase Policy are governed by the laws of Australia.

For assistance contact Geelong Arena 03 5278 3092 during business hours or email [email protected].

Page last updated: Thursday, 22 June 2023