Purchase & Refund Policy

Decibles Pty Ltd (ABN 90 634 189 745) trading as TixRocket

1. Our Commitment & Key Principles

Our goal at TixRocket is to make your purchasing experience easy, efficient, and equitable, so we can get you on your way to live events as quickly as possible. This Purchase & Refund Policy applies to purchases of tickets or related products made through our platform.

Each ticket you purchase is a licence to attend a particular event and is subject to this policy, any terms shown on the ticket, and any event-specific terms. This policy should be read together with our Terms & Conditions and Privacy Policy.

Nothing in this policy is intended to limit any rights you may have under the Australian Consumer Law or other applicable consumer protection laws.

2. Important Terms at a Glance

Please read the full policy carefully. Key points include:

• refunds are limited and only available in the specific circumstances set out in this policy
• refunds for cancelled or rescheduled events are generally subject to Event Organiser decisions and applicable law
• service, handling, and delivery fees are generally non-refundable unless required by law
• you may be responsible for legal costs in certain disputes

3. Event Information & Advertising

TixRocket lists events on behalf of Event Organisers. While we strive for accuracy, we do not control and cannot guarantee the completeness or accuracy of all event information supplied by organisers.

Event descriptions, line-ups, times, venues, and other details are provided by organisers in good faith. To the extent permitted by law, claims relating to the event itself should be directed to the Event Organiser.

4. Ticket Pricing, Availability & Fees

Ticket availability is controlled by Event Partners and Organisers. We do not control all on-sale dates, seating layouts, or inventory releases.

Ticket prices are set by the Event Organiser. Some prices may change based on demand, and you are not entitled to a refund because a ticket was cheaper before or after your purchase.

Displayed prices may include GST and per-ticket fees. Per-transaction fees, delivery fees, and handling fees may be added at checkout. These fees are generally non-refundable unless required by law.

If a pricing error occurs, we may contact you to reconfirm at the correct price or provide a full refund.

5. Refund, Exchange & Cancellation Policy

5.1 General Rule: No Refunds or Exchanges

All sales are final. Subject to your statutory rights and the limited exceptions below, TixRocket does not offer refunds or exchanges for change of mind, incorrect selection, inability to attend, personal circumstances, travel issues, or weather-related reasons.

5.2 Specific Exceptions

Refunds may be considered only in limited situations, including:

• event cancellation
• event rescheduling
• where a major problem exists under the Australian Consumer Law

5.3 Lost, Stolen, or Damaged Tickets

We are not responsible for lost, stolen, or damaged tickets. Replacement tickets may be issued in limited circumstances at our discretion, but no refund is guaranteed.

5.4 Non-Refundable Fees

Handling fees, delivery fees, and other service fees are generally non-refundable, even if the ticket face value is refunded, unless required by law.

5.5 Sole Discretion

To the extent permitted by law, we reserve the right to refuse requests for refunds, exchanges, or credits outside the circumstances set out in this policy.

6. Cancelled & Rescheduled Events

If an event is cancelled or rescheduled, we will use reasonable efforts to notify you using the contact details associated with your account, but we cannot guarantee you will be informed before the event date.

If an event is cancelled in full and not rescheduled, refunds may be issued if authorised by the Event Organiser. Typically this may be limited to the face value of the ticket, with fees generally remaining non-refundable unless required by law.

If an event is rescheduled, tickets will usually remain valid for the new date. If the organiser allows refunds and you notify us within the stated deadline that you cannot attend the new date, you may be eligible for a refund of the face value of the ticket.

Decisions regarding cancelled, rescheduled, or materially altered events are generally made by the Event Organiser, and TixRocket acts as a facilitator of those instructions. :contentReference[oaicite:1]{index=1}

7. Ticket Resale

If an authorised resale feature is enabled by an Event Organiser, it may be available through your account. Unauthorised resale is prohibited and may result in cancellation of tickets without refund. :contentReference[oaicite:2]{index=2}

8. Your Account & Conduct

You are responsible for your account security and all activity on your account. You must not create multiple accounts to bypass purchase limits or use the platform in a fraudulent, abusive, or unlawful way.

We may suspend accounts, cancel orders, or prohibit future purchases where we reasonably suspect abusive, fraudulent, or illegal activity. :contentReference[oaicite:3]{index=3}

9. Ticket Delivery

Tickets may be delivered by email, mobile delivery, venue pickup, or other available methods shown at checkout. You are responsible for ensuring your delivery details are correct and for accessing your tickets in time.

We are not liable for non-delivery caused by incorrect details, failure to accept delivery, or issues with your device or email system. Please review your tickets promptly after receipt. :contentReference[oaicite:4]{index=4}

10. Attendance at Events

Your ticket is a revocable licence. Event Organisers and venues may refuse admission to or remove any person for disorderly conduct, breach of venue rules, safety concerns, intoxication, or other valid reasons, without refund where permitted by law.

You may be subject to bag checks, searches, and venue entry rules. You also acknowledge that events may be photographed or recorded. :contentReference[oaicite:5]{index=5}

11. Indemnification

You agree, to the extent permitted by law, to indemnify and hold harmless TixRocket, Decibles Pty Ltd, affiliated entities, and relevant staff or contractors against claims, losses, liabilities, and reasonable costs arising from your misuse of the platform, breach of these terms, violation of law, or disputes with organisers or third parties. :contentReference[oaicite:6]{index=6}

12. Limitation of Liability

To the fullest extent permitted by law, TixRocket is not responsible for the acts or omissions of Event Organisers, venues, performers, or other third parties. Claims about the event itself should generally be directed to the organiser. :contentReference[oaicite:7]{index=7}

To the extent permitted by law, we exclude liability for indirect, incidental, or consequential losses, including loss of profits, data, business opportunity, travel costs, or accommodation costs associated with an event. The live policy also states a cap on liability tied to service fees paid for the transaction, or AUD $10 where no fees were paid. :contentReference[oaicite:8]{index=8}

Nothing in this clause excludes rights or remedies that cannot be excluded under the Australian Consumer Law.

13. Dispute Resolution & Legal Costs

This policy is governed by the laws of Victoria, Australia. If a dispute arises, please contact us first so we can try to resolve it promptly.

The live policy also states that the prevailing party in certain proceedings may be entitled to recover reasonable legal costs and related expenses. :contentReference[oaicite:9]{index=9}

14. Your Consumer Rights

Nothing in this Purchase & Refund Policy is intended to limit your rights under the Australian Consumer Law or other applicable consumer protection laws. Where goods or services fail to meet guarantees that cannot be excluded, you may be entitled to remedies including repair, replacement, refund, or compensation, depending on the nature of the failure. :contentReference[oaicite:10]{index=10}

15. General Provisions

We may update this policy from time to time by publishing the latest version on our website. If any provision is found to be unlawful or unenforceable, the remaining provisions continue in effect.

This policy, together with our Terms & Conditions and Privacy Policy, forms the agreement governing ticket purchases and related services on the platform. :contentReference[oaicite:11]{index=11}

Contact Us

Decibles Pty Ltd (ABN 90 634 189 745)
Trading as TixRocket
Email: info@tixrocket.com
Phone: +61 4 22 22 44 33
Website: https://tixrocket.com