Refund and Dispute Policy

Nothing in this Refund Policy limits your rights under the Australian Consumer Law (ACL), being Schedule 2 to the Competition and Consumer Act 2010 (Cth). The ACL provides consumers with automatic guarantees in relation to services, including event tickets. These rights cannot be excluded, restricted, or modified by contract.

Under the ACL, you are entitled to a remedy (including a full refund) where a service fails to meet a consumer guarantee. For event tickets, this includes situations where the event is cancelled, or where a major failure occurs (such as the event being materially different from what was advertised).

If an Organiser cancels an Event, all Buyers who purchased tickets to that Event are entitled to a full refund of the amount they paid, including the GatePass Platform Fee. GatePass will process the refund to the original payment method within 5-10 business days of the cancellation being confirmed on the Platform.

The Organiser is responsible for notifying GatePass of the cancellation promptly. GatePass will notify affected Buyers by email. If an Organiser cancels an Event without notifying GatePass, Buyers should contact GatePass support at [email protected].

If an Event is postponed or rescheduled to a new date, Buyers will be notified by email. Buyers who cannot attend the new date are entitled to a full refund (including the Platform Fee) if they request it within 14 days of receiving the postponement notice.

Buyers who do not request a refund within 14 days will be deemed to have accepted the new date, and their original ticket will remain valid for the rescheduled Event.

A "major change" is a change to an Event that a reasonable person would consider significant, including but not limited to: a change of venue to a substantially different location, a change of the headline performer, or a change that materially alters the nature of the Event.

If an Organiser makes a major change to an Event, affected Buyers are entitled to a full refund (including the Platform Fee) if they request it within 14 days of being notified of the change.

Minor changes (such as a change to the support act, a minor adjustment to start time, or a change to the running order) do not give rise to an automatic right to a refund, but Buyers may contact the Organiser directly to discuss their options.

Tickets are generally non-refundable for buyer-initiated cancellations (change of mind, inability to attend, etc.) unless the Organiser has expressly stated a refund policy for their Event. Each event listing will display the Organiser's refund policy where one has been set.

If you believe you purchased a ticket in error (for example, you purchased duplicate tickets), please contact GatePass support at [email protected] within 24 hours of purchase. We will review your request on a case-by-case basis.

To request a refund for a cancelled, postponed, or materially changed Event:

1. Log in to your GatePass account and navigate to "My Tickets".
2. Select the relevant ticket and click "Request Refund".
3. Select the reason for your refund request and submit.

Alternatively, you may contact GatePass support at [email protected] with your order number and the reason for your request.

Approved refunds will be processed to the original payment method within 5-10 business days. GatePass does not charge any fee to process a refund.

GatePass is a marketplace and is not a party to the contract between Buyers and Organisers. However, we take disputes seriously and will use reasonable endeavours to assist in their resolution.

If you have a dispute with an Organiser that cannot be resolved directly, please contact GatePass support with full details of the dispute. GatePass may, at its discretion, facilitate a resolution or escalate the matter to the relevant Organiser.

If you believe an Organiser has engaged in misleading or deceptive conduct, you may also lodge a complaint with the Australian Competition and Consumer Commission (ACCC) at accc.gov.au or your state or territory consumer protection agency.

If you initiate a chargeback with your bank or card issuer without first contacting GatePass, we may be unable to process a refund through our normal channels. We encourage you to contact us before initiating a chargeback, as we can often resolve the issue more quickly.

Fraudulent chargebacks (where a buyer has received the service they paid for and initiates a chargeback without a legitimate basis) may result in account suspension and may be referred to relevant authorities.

For refund requests or questions about this policy, please contact: