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Ticketing Terms & Conditions

Before proceeding it is important that you read the following Terms and Conditions of Sale carefully.

Illuminate Adelaide is the primary ticketing agent and controller of ticketing arrangements for all Illuminate Adelaide ticketing events. As such, the following conditions are the basis upon which bookings are accepted.

If you do not agree with the following Terms and Conditions of Sale then please do not proceed to book tickets for Illuminate Adelaide.

For the full Australian Ticketing Codes of Practice, please visit this website.

For the SA Government Consumer Guidelines for selling and purchasing tickets, please visit this website.

Terms and Conditions for partner Ticket Sellers

Your ticket is only valid when purchased through an authorised agent.

Outside of its primary ticketing agent Tessitura, Illuminate Adelaide partners with a number of trusted providers to ticket our events:

Events sold through Tessitura: Fire Gardens, EDEN, Superluminal, Unsound Adelaide, Unsound Club, Live @ The Lab, Helen Svoboda and Fill The Earth.

Events sold through Adelaide Zoo: Universal Kingdom: Prehistoric Nights

Adelaide Zoo Terms and Conditions: https://www.zoossa.com.au/terms-and-conditions/

Events sold through Moshtix: Max Cooper: 3D/AV with special guest Motez

Moshtix Terms and Conditions: https://moshtix.com.au/v2/termsandconditions

Events sold through Ticketek: Joep Beving: Hermetism 

Ticketek Terms and Conditions: https://premier.ticketek.com.au/content/buyers/termsofsale.aspx 

The only official agency for Illuminate Adelaide events are through our authorised ticketing providers. There is no authorised ticket re-seller of Illuminate Adelaide tickets. Tickets purchased via unauthorised third-party sellers such as Facebook, Viagogo, Ticketmaster Resale or the like may be fake, void, or have previously been cancelled and if so, you risk not being admitted on presentation of these tickets.

Only tickets purchased via authorised agencies should be considered reliable.

PLEASE NOTE: As the primary seller of Illuminate Adelaide events any buy links, sales references and digital or print advertising should link through to the relevant event page on the Illuminate Adelaide website.

Conditions of Entry

Illuminate Adelaide reserves the right to refuse admission with reasonable cause. Please read the full Illuminate Adelaide Conditions of Entry below for more information here.

It is a condition of entry that children 12 years and under can only be admitted if accompanied and supervised by their parents/guardians at all times, which will necessarily be enforced by the Front of House teams throughout the event sites.

Purchase and Payment Methods

Purchases can be made online via the BOOK link listed on each event page.

VISA, Mastercard, and debit cards are accepted.

American Express and Diners Card are not accepted.

Illuminate Adelaide box offices do not accept cash.

Pricing, Fees and Charges

Advertised ticket prices are in $AUD and include GST where applicable.

Advertised ticket prices are exclusive of a non-refundable Transaction Fee. The fee is calculated at 2% of the entire dollar value of each order.

The transaction fee is the only fee "outside" or "in addition" to the transaction with the exception of third party sales through Adelaide Zoo, Moshtix and Ticketek.

Illuminate Adelaide reserves the right to fluctuate ticket prices in accordance with demand and without notice. Any changes are made following the Live Performance Australia Ticketing Code of Practice as listed above.

Ticket and Delivery Terms

Upon successful completion of your purchase, a confirmation email is sent to your nominated email address with receipt attached and outlining your transaction details and order number. Your e-ticket(s) will be sent separately to your nominated email address no later than 48 hours prior to the event. Be sure to check your junk or spam folders should you not receive either of these bulletins or contact [email protected].

Illuminate Adelaide is a paperless event and as such does not provide or print physical tickets. Digital Mobile tickets are delivered to the buyer/recipient to present digitally at the venue to be scanned by venue staff from your phone at the time of the performance. If patrons wish to present a physical ticket, your mobile tickets can be printed at home as a PDF. To do this you need to save the email containing the tickets as a PDF document to your device and then print the PDF document. If you prefer this option, please be sure to place your used tickets in the correct recycling bin afterwards.

Copies of mobile tickets can also be found online when logging into your account on the Illuminate Adelaide website after purchasing less than 90 days out from event date.

If/Where concessions are applicable, suitable and valid identification must be provided on use of the tickets. If the ticket holder cannot present valid identification, the Presenter reserves the right to apply an additional charge up to the difference of a full adult ticket price.

Illuminate Adelaide does not offer a ticket resale facility. Tickets purchased via unauthorised third-party sellers may not be valid, the ticket may be cancelled without a refund, and the bearer of the ticket may be refused admission.


Unauthorised sale or duplication of your ticket may result in you being denied entry to the venue. The venue and/or the event manager are not responsible for any inconvenience caused by such unauthorised sale or duplication. In the event that duplicate copies of a ticket are presented at the gate, we reserve the right to deny entry to all parties.

Tickets must not be on-sold at a premium, packaged with other goods or services, offered as a prize or otherwise used for advertising, promotional or commercial purposes, without the prior written permission of Illuminate Adelaide. Tickets may be cancelled, or orders may be refused, which Illuminate Adelaide deems are in breach of this condition.

Ticket buyers are obliged to confirm and note their order number to confirm their purchase. Illuminate Adelaide takes no responsibility for incomplete purchases that have not received an order number.

Illuminate Adelaide reserves the right to add, withdraw or substitute artists; vary advertised programs, seating arrangements and audience capacity.

Refunds

Please choose your ticket(s) carefully. As per standard industry practice, Illuminate Adelaide does not offer refunds or exchanges as a result of a change in your personal circumstances or where a booking has been made by a patron in error.

In accordance with Live Performance Australia’s Code of Practice for Event Ticketing, event management does not offer refunds for the following reasons:

  • Failure to attend the event
  • Change of mind
  • Everyday circumstances
  • Changes to the line-up/program
  • Inclement/severe weather (this is an all-weather event)
  • Late attendance
  • Incorrect contact details
  • Refused entry or eviction from the event
  • Event dissatisfaction
  • Illness (unless a dedicated doctors certificate can be produced for the day(s) of the performance
  • Fear of exposure to COVID-19*
    * with the ending of COVID 19 Public Health Directions no refund is available due to an individual contracting COVID / becoming unwell

If you are unable to use tickets you have purchased, we encourage you to pass them on to family/friends or you may choose to submit a request for an exchange voucher.

Cancellations and Postponements

In the unlikely event that Illuminate Adelaide ticketed events cannot proceed or are postponed due to circumstances beyond our control, you will receive a refund to the full value of the ticket(s) purchased exclusive of outside charges (please note Transaction Fees are non-refundable). There is no need to request a refund in this case - Illuminate Adelaide will advise you by email that a refund will be processed.

In most cases, refunds will be automatically issued to the credit card originally used for purchase within 5 business days of the event cancellation (please note refunds may take a further 48 hours to reach bank accounts).

If you have an exchange or refund enquiry please email [email protected] prior to your session. Ultimately, the decision to refund lies with Illuminate Adelaide.

Exchanges

Illuminate Adelaide does not exchange tickets from one performance time to another for the same event unless the request is submitted no later than 2 working days prior to the initially booked event time. Exchanges are not permitted after the event you booked for has taken place.

All requests for exchanges must be submitted to Illuminate Adelaide in writing by emailing [email protected] no later than 2 working days prior to your session start time. Ultimately, the decision to exchange lies with Illuminate Adelaide.

  • Eligible exchanges may take up to 48 hours to be completed from the time of request.
  • The value of the ticket/s issued after exchange will be the same as the original ticket/s being returned excluding Transaction Fee.
  • Exchanging ticket/s does not incur a fee or an additional Transaction Fee
  • The exchange can only be completed if there is availability in the session to be exchanged into
  • The original ticket/s being exchanged/returned are void once the exchange has taken place

Refunds and Exchanges from partner Ticket Sellers

Tickets sold through authorised ticket agents outside of the Illuminate Adelaide box office such as Adelaide Zoo, Ticketek or Moshtix need to be refunded or exchanged by the ticket agent they were sold through. The Illuminate Adelaide box office cannot authorise or access external agent ticket bookings.

Donations

Donations can be made in the form of one-off donations or regular donations at the time of purchase.

Illuminate Adelaide will determine where the funds are directed within its activities and charitable objectives.

Donations of $2 or more are tax deductible, depending on your personal tax position. Donors making one-off donations of $2 or more will receive a receipt for each donation.

If you have made an error in making your donation to Illuminate Adelaide, we will happily honour your request for a refund made within 10 working days of your donation. After this time, all donations made are non-refundable.

To request a refund, please email [email protected]. Refunds are returned using the original method of payment. If you made your donation by credit card, your refund will be credited to that same credit card.

Feedback and Complaints

Illuminate Adelaide is committed to having an environment where feedback and complaints are welcomed, and we view issues raised as an opportunity to improve. Anyone may make a complaint or provide feedback.

We are committed to ensuring that anyone is able to make a complaint easily and it is dealt with quickly, fairly and sensitively. We will make every effort to resolve the complaints we receive to the satisfaction of everyone involved.

For details, please email [email protected].

Protecting Your Data

We have security measures in place to protect your information as outlined in our Privacy Policy.

When it comes to your ticket purchase, one of the ways we protect your information is through an external payment processor (Adyen) for billing merchandise and other service charges. It is a dedicated private connection, with enhanced security features such as digital envelopes and content keys. Utilising our system security features including encrypted communication between our payment gateway and the merchant server, such that your credit card information and anonymity are protected.

 

Last updated 26 April 2024