Refund & Cancellation Policy

1. Overview

This Refund and Cancellation Policy applies to all tickets purchased for events promoted and organised by CineStar Channel Pty Ltd, trading as Cinestar Events (ABN: 17 129 722 541).

Ticket sales for Cinestar Events are conducted through third-party ticketing platforms (such as Ticketek, Moshtix, Humanitix, or similar). The ticketing platform's own terms and conditions also apply to your purchase. In the event of any conflict, this Policy sets out Cinestar Events' position as the event promoter.

This Policy is to be read in conjunction with our Terms & Conditions and is subject to your rights under the Australian Consumer Law.

2. General Refund Policy

All ticket sales are final and non-refundable once purchased, except in the specific circumstances described in this Policy (event cancellation, postponement, or significant changes - see Sections 3, 4, and 5 below).

Tickets are also non-exchangeable and cannot be transferred to another event or date by the ticket holder. Tickets may be transferred to another person at your own discretion, subject to the terms of the ticketing platform through which they were purchased.

Reasons We Cannot Offer Refunds

We are unable to offer refunds in the following circumstances:

• Change of personal plans or circumstances
• Inability to attend due to illness, injury, or work commitments
• Travel disruptions (flights, transport, accommodation issues)
• Weather conditions (unless the event itself is cancelled due to weather)
• Dissatisfaction with the performance (noting that all bookings involve an element of personal taste)
• Purchasing tickets for the incorrect date, city, or event in error
• Failure to redeem tickets before the event date
• Loss or theft of tickets (contact the ticketing platform for assistance)

We strongly encourage all ticket purchasers to review their booking carefully at the time of purchase and to consider purchasing appropriate travel and event insurance for added peace of mind.

3. Event Cancellation by Cinestar Events

In the event that Cinestar Events is required to cancel an event - for example, due to artist cancellation, force majeure, or circumstances outside our control - the following applies:

Notification

In the event of a cancellation, we will notify ticket holders as promptly as possible through the following channels:

• Email notification to the address registered with the ticketing platform
• Announcement on our official website (cinestarevents.com.au)
• Announcement on our official social media channels (Facebook, Instagram)
• Communication through the relevant ticketing platform

What Is Refunded

In the case of a promoter-initiated cancellation, refunds will cover the face value of the ticket. Please note:

• Booking fees and service charges levied by the ticketing platform may not be refunded - this is determined by the ticketing platform's own policy
• Cinestar Events does not cover ancillary costs such as travel, accommodation, or other expenses incurred by the ticket holder

4. Event Postponement

If an event is postponed (rescheduled to a future date rather than cancelled outright), the following applies:

Tickets Remain Valid

Your purchased tickets will automatically remain valid for the rescheduled event date. No action is required from you to transfer your tickets to the new date.

Refund Option for Postponement

We understand that not all ticket holders may be able to attend on the rescheduled date. If you are unable to attend the rescheduled event, you may request a refund of the ticket face value. To do so:

1. Wait for our official postponement announcement, which will include the new event date and refund instructions
2. A refund window will be specified in the announcement (typically 14–30 days from the postponement announcement)
3. Submit your refund request within the specified window via the method detailed in the announcement (usually through the ticketing platform or by emailing us)
4. Refund requests received after the specified window closes will not be accepted, and tickets will remain valid for the rescheduled date

Notification

Postponement announcements will be made through the same channels as cancellations (email, website, social media, and ticketing platform notifications) as soon as the decision is confirmed.

5. Venue or Date Changes

On occasion, operational circumstances may require us to change the venue or specific date of an event within a tour series (for example, moving from one venue to another in the same city, or adjusting the event time).

Minor Changes

For minor changes (such as a change in event start time or a venue of comparable size and standard in the same city), tickets will remain valid and no refund will be automatically offered. We will notify ticket holders of the change as soon as possible.

Significant Changes

If a venue change is deemed significant (for example, a change to a different city, or a material change in the nature of the event), affected ticket holders will be notified and offered a refund option. Please contact us at info@cinestarevents.com.au if you have questions about a specific event change.

Program Changes

The specific lineup, running order, and set list for an event are subject to change. The substitution of supporting acts or changes to the program do not constitute a cancellation or significant change and will not attract a refund entitlement, unless the headlining artist is entirely replaced.

6. Ticket Errors and Technical Issues

If your ticket purchase was affected by a technical error (such as double-charging, incorrect ticket type delivered, or a processing failure), please contact:

• First: The ticketing platform's customer service team - they have direct access to your transaction records and can resolve most ticketing issues
• If unresolved: Contact Cinestar Events at info@cinestarevents.com.au with your booking reference number and a description of the issue

We will work with the ticketing platform to resolve genuine technical errors. Please retain all confirmation emails and booking references for your records.

7. How to Request a Refund

For refunds in eligible circumstances (cancellation, postponement, or significant venue/date changes), refunds will be processed through the ticketing platform through which your tickets were purchased.

Step 1: Check the Official Announcement

When an eligible refund situation arises, we will publish detailed instructions on our website and communicate them by email. Always follow the specific instructions provided in the official announcement for that event.

Step 2: Contact the Ticketing Platform

In most cases, refunds for eligible events are processed directly by the ticketing platform. Visit the platform's website and locate their customer service or refund request section. You will need your:

• Booking confirmation number
• Email address used at the time of purchase
• Name as it appears on the booking

Step 3: Contact Cinestar Events

If the ticketing platform is unable to assist or you have not received a response within 5 business days, contact us directly:

• Email: info@cinestarevents.com.au
• Subject line: Refund Request - [Event Name] - [Booking Reference]
• Include: your full name, booking reference number, the event you attended or were due to attend, and a brief description of your request

8. Processing Timeframes

Refund processing times vary depending on the circumstances and the ticketing platform involved. As a general guide:

• Acknowledgement of refund request: Within 3–5 business days of receiving your request
• Refund processing by ticketing platform: Typically 5–10 business days from approval, depending on the platform
• Funds appearing in your account: Allow a further 3–7 business days for your bank or card issuer to process the credit

In exceptional circumstances (such as large-scale event cancellations affecting many ticket holders), processing may take longer. We will communicate expected timeframes in our official announcements and appreciate your patience.

Refunds will be credited to the original payment method used at the time of purchase. We are unable to redirect refunds to a different card or account.

9. Booking Fees and Service Charges

Booking fees, transaction fees, and service charges levied by the ticketing platform are generally non-refundable, even in the event of an event cancellation or postponement. This is determined by the ticketing platform's own policy and is outside the control of Cinestar Events.

The ticket face value, however, will always be refunded in the event of a promoter-initiated cancellation.

10. Your Rights Under Australian Consumer Law

Nothing in this Refund and Cancellation Policy is intended to exclude, restrict, or modify any rights you have under the Australian Consumer Law (ACL) (contained in Schedule 2 of the Competition and Consumer Act 2010 (Cth)) that cannot be excluded, restricted, or modified by agreement.

Under the ACL, consumers have certain statutory guarantees in respect of goods and services. If a service (such as an event) is not delivered as described or is not fit for purpose, you may be entitled to a remedy - which could include a refund, depending on the nature of the failure.

If you believe your consumer rights have not been met, you may also contact:

• NSW Fair Trading: 13 32 20 or fairtrading.nsw.gov.au
• Australian Competition and Consumer Commission (ACCC): 1300 302 502 or accc.gov.au

11. Contact Us

If you have questions about our Refund and Cancellation Policy or need assistance with a specific situation not covered above, please reach out to us: