​

1. General Principle

We want everyone to enjoy the festival, and we aim for fairness. However, once tickets are purchased, they are non-refundable, except as set out below or as required by law.

​

2. Legal Rights in New Zealand

Under NZ law, if an event is cancelled, you are entitled to a full refund (excluding booking fees) of the ticket price.
If an event is postponed, and the new date does not suit you, you may request a refund.
If changes are caused by circumstances beyond our control (e.g. extreme weather, government orders, natural disaster) ("force majeure"), we may not be obligated to refund.
Businesses cannot contract out of consumer rights under the Consumer Guarantees Act, so our policy must respect those rights.

In short: we are allowed to enforce no-refund rules for “change of mind” but must refund you if the event is cancelled or significantly changed (and your new date is unsuitable) unless a valid force majeure applies.

​

3. When refund won’t be available

Unless required by law, we will not provide refunds in the following cases:

• You change your mind or your personal circumstances (e.g. illness, transport problems, scheduling conflict)

• You decide you no longer want to attend

• You cannot attend because of weather (if event proceeds)

• You are denied entry due to not meeting entry requirements (e.g. age ID rules)

• You arrive late or miss part of the event

• A supporting artist withdraws (unless the change is so major it alters the nature of the event)

• Any costs you incur such as travel, accommodation, food, etc.

​

4. When a refund will be available

A refund will be available (or an exchange or credit) in these cases:

• Cancellation — If the festival is cancelled, we will refund ticket cost (and booking fees)

• Postponement / Reschedule — If we change the festival date, and you cannot attend the rescheduled date, you may request a refund within 7 calendar days of the new date announcement

• Relocation / Venue change — If moved to a venue substantially different (in accessibility, capacity, location), and the change is significant, refund requests are allowed within 7 calendar days of the change announcement

• Statutory requirement — Any refund rights arising under NZ law (Consumer Guarantees, Fair Trading Act)

​

5. How to request a refund

• You must apply in writing (e.g. email) within 7 calendar days from when the cancellation, new date, or venue change is announced

• We will refund via the original payment method (credit card, etc.) unless otherwise agreed

• Proof of purchase (ticket, order number) will be required

• Refunds will be processed as soon as reasonably practicable

​

6. Limitation of liability

To the fullest extent permitted by law:

• Our liability is limited to the amount you paid for the ticket

• We will not be liable for any additional losses (travel, accommodation, incidental costs)

• If you accept a new date and do not request a refund within 7 days, you will be taken to have accepted the new date

• We reserve the right to substitute artists, change schedule, adjust lineup, or vary event format without entitling refunds (unless law requires it)

​

7. Force Majeure / External Events

We may postpone, cancel, or change the event without liability where circumstances beyond our control intervene: e.g. extreme weather, natural disasters, government prohibitions, pandemics, unavailability of venue, etc.
Where the event is postponed or rescheduled, tickets will automatically remain valid for the new date. Refunds will only be available within the 7-day window after the new date or major change is announced.

​

8. Tickets & Transfer

• Tickets cannot be cancelled, refunded, or exchanged once issued (except as per this policy or required by law)

• Lost or stolen tickets may be replaced at our discretion (with proof)

• You may transfer your ticket to someone else (subject to any conditions) but that does not entitle you to a refund

​

9. How we treat booking / service fees

• If we are required to refund your ticket, we will refund ticket price and booking fees (unless law allows retaining them)

• In cases where we are not legally required to refund (e.g. change of mind), booking/service fees are non-refundable

​

10. Disputes & Complaints

If you believe your refund is owed under law but is refused, you may bring a claim before the Disputes Tribunal or other relevant body.
We will handle refund requests in good faith and respond within a reasonable time.