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Ticketing terms and conditions

Except where expressly indicated to the contrary, these Terms and Conditions including the Privacy Policy apply to all tickets for events purchased from MoAD whether in person, by telephone or online.

By purchasing Tickets you agree to be legally bound by these Terms and Conditions. You agree to ensure that any holder of a Ticket purchased by you (or on your behalf) is made aware of and agrees to be legally bound by these Terms and Conditions.

1. Tickets - conditions

1.1. The Ticket and entry to MoAD or an Event is subject to these conditions, MoAD policies and any other special conditions that may be applicable to an Event. If any special conditions apply to an Event, MoAD will notify you of these conditions prior to your Ticket purchase.

Ticket prices and advertisements

1.2. All prices quoted are in Australian dollars and are Goods and Services Tax (GST) free.

1.3. MoAD takes all reasonable care to ensure that all details and prices of Events on the MoAD website are correct at the time of online publication. Ticket prices are subject to change without notice in relation to future sales.

1.4. Sale and promotional Ticket offers are only available at the lower price whilst the allocation lasts and during the designated sale period. MoAD reserves the right to withdraw any offer at any time.

1.5. Advertised Events may be varied without notice. MoAD reserves the right to vary prices, capacity or activity at any time.

Ticket concessions

1.6. Where concessional pricing is applicable, suitable and valid identification must be provided at the Event. If you hold a Companion Card you may be eligible for a free Ticket for one companion. Holding a Companion Card does not indicate that a particular offer is accessible. Companion Card holders must call MoAD reception before purchasing a Ticket in order to check eligibility, accessibility and arrange for an additional Ticket.

Late or out of time entry

1.7. If Ticket holders arrive late to an Event they may only be permitted entry if deemed appropriate by MoAD in its absolute discretion. MoAD may exercise its discretion to refuse entry to Ticket holders if it considers this to be appropriate in the circumstances. Ticket holders enter at their own risk.

1.8. Ticket holders enter MoAD premises or an Event at their own risk. MoAD will not be responsible for any loss incurred, or damage or injury suffered (including damage or injury arising from a pre-existing medical condition) as a result of attending MoAD or an Event, or due to a breach of these Terms and Conditions.

1.9. While MoAD takes reasonable measures to minimise the spread of COVID-19 at an Event, to the extent permissible by law, MoAD makes no representations and disclaims all liability for a Ticket holder contracting COVID-19 while on MoAD premises.

1.10 Ticket holders attending MoAD premises and Events do so at their own risk.

1.11 Ticket holders are responsible for the care and safety of any person who accompanies them to the venue, and who is under 18 years of age.

Privacy and recording

1.12. Ticket holders consent to MoAD collecting their personal information to process the transaction and to contacting them in case offers or Events are cancelled or changed.

1.13 These Terms and Conditions incorporate the MoAD Privacy Policy, which you agree applies to all Ticket holders. It is important that you review the MoAD Privacy Policy for further information.

1.14. By attending an Event offer, Ticket holders consent to being photographed, filmed and recorded. Ticket holders acknowledge that in order to enhance security, surveillance equipment (including security cameras) may be used at MoAD or the Event. Ticket holders also consent to MoAD or law enforcement agencies’ use of any such film, image or recording at their discretion without compensation or further notice.

1.15. MoAD reserves the right to prohibit cameras, and other recording devices. MoAD reserves the right to record, broadcast or telecast any Event.

No scalping or unauthorised Ticket resale

1.16. Tickets may not, without the prior written consent of MoAD, be resold or offered for resale at a premium (including via online auction sites) or used for advertising, promotion or other commercial purposes (including competition and trade promotions) or to enhance the demand for other goods or services either by you or a subsequent Ticket holder. If a Ticket is sold or used in breach of this condition, the Ticket may be cancelled without a refund and the Ticket holder may be refused admission.

Other conditions of entry

1.17. It may be a condition of entry to MoAD and/or individual Events that a search of a Ticket holder and/or their possessions (including cloaking and bag checks) will be required at the time of entry.

1.18. Ticket holders are not permitted to bring alcohol or to smoke at MoAD premises. Food or drink is allowed only in specified areas.

1.19. For admission to licensed areas at an Event, Ticket holders may be required to provide proof that they are over 18 years of age. Acceptable identification includes a valid driver's licence, passport or proof of age card.

1.20. MoAD may vary or update these Terms and Conditions by publishing the updated Terms and Conditions on its website. Ticket holders agree to be bound by any such revisions.

2. Secure payments

For online and telephone Ticket purchases:

2.1. MoAD accepts the following payment methods: Visa, Mastercard, American Express and Braintree, in Australian dollars only.

2.2. Payment is processed immediately with your Ticket purchase. To ensure protection of your credit card details, credit card payments are processed using a secure, third party payment gateway service run by Braintree – A PayPal Service. Credit card details are encrypted and cannot be accessed by MoAD.

2.3. Details about our secure payment partner, Braintree, can be found on the Braintree website.

3. Delivery

3.1. For online and telephone Ticket purchases, once MoAD has received full payment, you will receive a confirmation email confirming the purchase to the email address supplied. The booking confirmation email will include the e-ticket(s) or booking confirmation for the Event. 

3.2 For point of sale purchases, you will be issued with a paper Ticket for the Event.

4. Tickets - refund/exchange policy

4.1. Cancelled or re-scheduled performances

In the rare circumstance that MoAD cancels or re-schedules an Event, MoAD will advise you at the earliest opportunity of the change via the phone number or email address that you have provided. Ticket holders will be entitled to attend the re-scheduled Event. If Ticket holders are unable to attend the re-scheduled Event, or if the Event is cancelled, MoAD will provide a full refund to you. If a Ticket holder cannot attend the re-scheduled event you must notify MoAD within 14 days of being advised of the change to be entitled to a refund.

4.2. Ticket holder unable to attend

It is the Ticket holder’s responsibility to arrive on time for an Event. MoAD is not required to provide an exchange option or refund where a Ticket holder is unable or chooses not to attend the Event, arrives late and cannot be admitted, or has been refused entry or evicted from MoAD or the Event.

4.3. Expectations not met

MoAD is not required to refund the Ticket price on the grounds that an Event has not met your expectations. MoAD acknowledges that in the event of any misleading or deceptive representation by MoAD, you have rights under the Australian Consumer Law.

4.4. Refund and exchange requests

Subject to any restrictions in these Terms and Conditions, if you feel you have a valid reason to receive a refund or Ticket exchange you are required to request it in writing within a reasonable time. You should provide your name and contact details, name and date of the Event, Ticket type and quantity, booking and payment details, whether you are requesting a refund or exchange and the reason for the request. The original Ticket(s) and proof of purchase will be required.

4.5. Concessions

A Ticket holder must have the appropriate and valid form of concession to be eligible for the concession rate. Appropriate identification will be required either at the time of purchase or entry. Ticket holders having one of the following cards are eligible for the concession rate:

  • Centrelink issued: Pensioner Concession cardholders (PCC) *
  • Holders of Seniors cards issued by any Australian State or Territory government
  • Veterans’ Affairs cardholders*
  • Full time secondary or tertiary student cards (e.g. NSW Senior Secondary Student Concession Card or interstate equivalent; NSW Tertiary Student Concession Card or interstate equivalent; or the International Student Identity Card (ISIC))
  • Centrelink issued: Health Care Card (HCC)*

​* Note: Cardholders only (not their dependants listed on the card) are entitled to the concession price.

4.6. Event cancellation or change

Where an Event has been cancelled or purchased Tickets are not available, MoAD will contact you via the email address provided to organise a refund or exchange.

5. Right to refuse entry or remove a Ticket holder

The circumstances in which MoAD may refuse admission or remove a Ticket holder from MoAD or an Event include, but are not limited to, the following:

  • where a valid Ticket or proof of purchase is not produced;
  • where the nominated Event timeslot for a Ticket has expired;
  • where screening procedures at an Event indicate that the Ticket holder may have symptoms of COVID-19, as determined by MoAD in its absolute discretion;
  • where proof of a concession entitlement is not produced;
  • where a Ticket has been obtained by illegal means or has been purchased or obtained through an unauthorised source;
  • where a Ticket holder refuses to undergo a personal search or a search of their possessions (including cloaking and bag checks) where the conditions of entry state that a search may be required;
  • where a Ticket holder has in their possession or refuses to surrender any object, article or animal that is not permitted by MoAD to be brought into or used in MoAD or the Event;
  • where a Ticket holder refuses to participate in MoAD screening procedures to detect COVID-19 when attending MoAD or an Event;
  • where the Ticket holder behaves in a disorderly, offensive, threatening or inappropriate manner, or fails to comply with a Public Health Direction issued by the ACT Government;
  • where the Ticket holder refuses to remain in the area or seat designated on the Ticket; or
  • where the Ticket holder is otherwise in breach of these Terms and Conditions or other special conditions applicable to an Event.

6. Definitions

6.1. Event: includes any MoAD activity for which Tickets are required. This may include activities, programs, talks, tours or other events whether or not held on MoAD premises. An event Ticket only includes general admission to MoAD where specified.

6.2. MoAD: means the Museum of Australian Democracy and where applicable includes the location where an Event is held.

6.3. Ticket: means a valid ticket, e-ticket or wristband to an Event.