Terms & Conditions for Tickets

These Terms and Conditions apply to all tickets for Events purchased from Sydney Living Museums (SLM) whether in person, by telephone or online.
Sections 2 and 3 do not apply where tickets are purchased in-person from SLM.

1.   Tickets – Conditions

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

1.2       The ticket and attendance at the Event is subject to these conditions and any applicable to that Event and/or Venue.

1.3       Patrons will not be admitted without a valid admission ticket.

1.4       Tickets may be invalidated if any part is removed, altered or defaced.

1.5       Tickets may not be cancelled, exchanged or refunded except as provided for under ‘Refund/Exchange’ (see below).

1.6       The right is reserved to charge a fee for the replacement of tickets.

1.7       SLM takes all reasonable care to ensure that all details and prices of Events on the SLM website are correct at the time of online publication. Ticket prices are subject to change without notice.

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

1.9       Advertised Events may be varied without notice. The right is reserved to add, withdraw or substitute artists, vary prices, venues, seating arrangements, dates and audience capacity.

1.10     The right of admission is reserved. See ‘Right to refuse entry or remove a Ticketholder’ below.

1.11     It may be a condition of entry to individual Events that a search of a person and/or their possessions will be required at the time of entry to the Venue.

1.12     Where concessional pricing is applicable, suitable and valid identification must be provided at the Venue. Holders of a Companion Card are eligible for a free ticket for one companion. Acceptance of a Companion Card does not indicate that an Event or Venue is accessible. Companion Card holders must call SLM Bookings before purchasing a ticket in order to check accessibility and arrange for an additional ticket.

1.13     If Ticketholders arrive late, they will be admitted only at SLM's discretion.

1.14     The right is reserved to prohibit cameras, and other recording devices. The right is reserved to record, broadcast or telecast any Event.

1.15     Ticketholders are not permitted to bring alcohol or to smoke in the Venue. No food or drink is allowed in a Venue unless specified.

1.16     Ticketholders enter the Venue at their own risk. SLM will not be responsible for any loss, damage or injury arising from a pre-existing medical condition or due to breach of these Terms and Conditions.

1.17     SLM collects the personal information of Patrons to process the transaction and to contact them in case the Event is cancelled or changed. Please see SLM’s Privacy Statement for further information.

1.18     By attending the Event, Ticketholders consent to being photographed, filmed and recorded. Ticketholders acknowledge that in order to enhance security, surveillance equipment (including security cameras) may be used at the Venue or Event. Ticketholders also consent to the use of any such film, image or recording at the discretion of SLM or law enforcement agencies without compensation or further notice. 

1.19     Tickets may not, without the prior written consent of SLM, 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 the original purchaser or subsequent bearer. If a ticket is sold or used in breach of this condition, the ticket may be cancelled without a refund and the bearer of the ticket may be refused admission.

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

1.21     SLM may at any time revise these Terms and Conditions by updating this notice. Ticketholders are bound by any such revisions.

1.22     Ticket purchasers or holders may be contacted by Sydney Living Museums for market research purposes only to seek feedback on their visitor experience. Participation in market research is not compulsory, and ticket purchasers’ personal information including contact details will not be used for any other purpose without consent.

1.23    From June 2020, Sydney Living Museums has introduced additional conditions of entry in response to COVID-19 to prioritise the health and wellbeing of visitors, staff and volunteers. By purchasing a ticket to an SLM property or Event, Patrons agree to abide by these conditions of entry.  Refer to https://sydneylivingmuseums.com.au/covid-19-conditions-entry

1.24       Concessions

A person must have the appropriate and valid form of concession to be eligible for the concession rate. Appropriate ID will be required either at the time of purchase or entry. Patrons holding 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.

2.   Secure Payments

2.1       SLM accepts payment via Visa or Mastercard, 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 eWay. Credit card details are encrypted and cannot be accessed by SLM.

2.3       Details about our secure payment partner, eWay can be found at http://www.eway.com.au/


3.   Delivery

3.1       Once SLM has received full payment, Patrons will receive a confirmation emails confirming the purchase to the email address supplied. The booking confirmation emails will include the e-ticket(s) or booking confirmation for the Event, except if the patron has requested to receive their ticket(s) through the post or e-tickets are not offered.

3.2       If, for any reason, the purchased tickets are not available, Patrons will be notified via email and provided with a full refund.

3.3       Patrons must allow adequate time for delivery of postal tickets. While SLM endeavours to dispatch tickets within 3 working days, SLM will not be responsible for any delays in delivery which are beyond its control. Where SLM is aware of a delay in delivery, Patrons will be notified accordingly.

3.4       International delivery is not available. 

3.5       Where delivery may not be possible, or for any other reason, SLM may at its discretion allow Patrons to collect tickets directly from SLM.

4.   Tickets - Refund / Exchange policy

4.1       Cancelled or re-scheduled performances

In the rare circumstance that SLM cancels or re-schedules an Event, or closes a property to public visitation, SLM will advise Patrons at the earliest opportunity of the change. Ticketholders will be entitled to attend the re-scheduled Event, or rebook a property visit for an alternate time. If Patrons are unable to attend the re-scheduled Event or time, or if the Event is cancelled, SLM will provide a full refund. If a Ticketholder cannot attend the re-scheduled Event they must notify SLM Bookings within seven days of being advised of the change to be entitled to a refund (see contact details below).

4.2       Ticket Holder unable to attend

It is the Ticketholder’s responsibility to attend and arrive on time for an Event. No exchange or refund will be provided where a Ticketholder is unable or chooses not to attend the Event, arrives late and cannot be admitted, or has been refused entry or evicted from the Venue.

4.3       Expectations not met

SLM is not required to refund the ticket price on the grounds that an exhibition or performance has not met the Patron’s expectations. SLM acknowledges that in the Event of any misleading or deceptive representation by SLM, Patrons have rights under the Australian Consumer Law.

4.4      Non-compliance with conditions of entry

SLM is not required to refund the ticket purchase price for a Patron who has not been permitted entry to a property, or who is asked to leave a property, for not complying with SLM’s current conditions of entry. Refer to https://sydneylivingmuseums.com.au/covid-19-conditions-entry and Condition 5.   Right to refuse entry or remove a ticket holder below.

4.5      Incorrect ticket purchase

SLM is not required to exchange or refund the ticket price, or a proportion of a ticket price, that has been incorrectly purchased by a Patron.

4.6       Refund & exchange requests

If a Patron wishes to dispute a refusal for a refund or ticket exchange they are required to provide their rationale in writing. They should provide: their name and contact details; name and date of the Event; ticket type and quantity; booking and payment details; whether they are requesting a refund or exchange; and the reason for the request. Requests will be reviewed by Sydney Living Museums on a case by case basis, and the Patron will be advised of the outcome. Requests should be sent or emailed to:

Att: SLM Bookings
Sydney Living Museums
The Mint
10 Macquarie St
Sydney NSW 2000

4.8       The original Ticket(s) and proof of purchase will be required.

4.9       Where an Event has been cancelled or purchased tickets are not available, SLM will contact the ticket purchaser regarding a refund or exchange.

5.   Right to refuse entry or remove a ticket holder

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

  • where a valid ticket or proof of purchase is not produced;
  • 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 the Patron refuses to undergo a personal search or a search of his or her possessions where the conditions of entry state that a search may be required;
  • where the Patron has in his or her possession or refuses to surrender any object, article or animal that is not permitted by SLM to be brought into or used in the Venue. Prohibited items include unauthorised firearms and other weapons, drugs and drug paraphernalia, pornography, poisons, chemicals, noxious weeds and other illegal items. All animals are prohibited except for companion animals;
  • where the Patron is behaving in a disorderly, offensive, threatening or inappropriate manner;
  • where the Patron refuses to remain in the area or seat designated on the Ticket; or
  • where the Patron is in breach of other conditions applicable to that Event and/or Venue. These include conditions of entry introduced in response to COVID-19 – see https://sydneylivingmuseums.com.au/covid-19-conditions-entry

6.   Definitions

6.1       Event: includes any SLM activity for which tickets are required which may include activities, programs, talks, tours, special exhibitions or other Events. An Event also includes general admission to SLM properties and Venues.

6.2       A Patron: is a Ticketholder or other person to whom these Terms and Conditions apply.

6.3       Ticket: means any valid ticket, e-ticket or wristband that a Patron has acquired which permits the Patron to attend an Event.

6.4       Ticketholder: is a person that holds a valid admission ticket.

6.5       Venue: means the site at which a SLM Event is held.

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