Refund policy
Effective for the St Lawrence Wetlands Festival 2027 and future events — St Lawrence Wetlands Festival Working Group Incorporated
The St Lawrence Wetlands Festival Working Group Incorporated understands that circumstances can change. This Refund Policy outlines the circumstances in which refunds, exchanges or credits may be considered for festival tickets, camping, glamping, workshops and other festival experiences.
1. General Ticket Refunds
All ticket purchases are generally non-refundable, except where required by Australian Consumer Law or as otherwise outlined in this Refund Policy.
Please carefully consider your purchase before completing your booking.
A change in personal circumstances, including illness, injury, changes to travel plans or an inability to attend the festival, will generally not automatically entitle the ticket holder to a refund.
2. Festival Cancellation
If the St Lawrence Wetlands Festival is cancelled entirely, the St Lawrence Wetlands Festival Working Group Incorporated will consider appropriate options for ticket holders.
Depending on the circumstances, these options may include:
- A full refund;
- A partial refund;
- A credit towards a future St Lawrence Wetlands Festival; or
- The transfer of tickets to a rescheduled event.
Any refund arrangements will take into consideration costs already incurred and any applicable legal obligations.
3. Festival Postponement or Rescheduling
If the festival is postponed or rescheduled, purchased tickets may remain valid for the new date.
Where a ticket holder is unable to attend the rescheduled event, the Working Group may provide further options, including a refund or credit, in accordance with Australian Consumer Law and the circumstances surrounding the postponement.
4. Changes to the Festival Program
The St Lawrence Wetlands Festival program may change due to circumstances beyond the control of the Working Group.
This may include changes to:
- Artists and performers;
- Guest speakers;
- Workshops;
- Activities;
- Event times;
- Venues or locations;
- Food and beverage providers; or
- Other advertised festival experiences.
The Working Group reserves the right to make reasonable changes to the festival program where necessary.
A change to the advertised program, performer lineup or activity schedule does not automatically entitle a ticket holder to a refund.
5. Individual Performer or Artist Cancellation
Every effort will be made to deliver the advertised entertainment and program.
However, performers, presenters and artists may be unable to attend due to illness, travel disruptions, weather or other unforeseen circumstances.
Where possible, the Working Group will endeavour to provide a suitable replacement or alternative activity.
The cancellation or replacement of an individual performer, artist or presenter does not automatically entitle ticket holders to a refund.
6. Weather and Natural Events
The St Lawrence Wetlands Festival is an outdoor event and may be affected by:
- Rain;
- Wind;
- Heat;
- Flooding;
- Storms;
- Cyclones;
- Bushfires; or
- Other weather conditions or natural events.
The festival may continue during reasonable weather conditions.
Tickets will not generally be refunded due to poor weather where the festival continues to operate.
If severe weather or another emergency results in the cancellation of all or part of the festival, the Working Group will assess the circumstances and communicate directly with ticket holders regarding available options.
7. Camping and Glamping
Camping and glamping bookings are generally non-refundable.
Where a ticket holder can no longer attend the festival, they may be able to transfer their booking to another person, subject to approval and any applicable booking platform requirements.
Camping and glamping arrangements may be affected by weather, safety requirements or operational circumstances.
Where a booked accommodation option is unable to be provided due to circumstances within the reasonable control of the Working Group, alternative arrangements, credits or refunds may be considered.
8. Workshops and Ticketed Experiences
Tickets purchased for workshops, demonstrations, luncheons, high teas or other special festival experiences are generally non-refundable.
If the Working Group cancels a specific paid activity and is unable to provide a suitable alternative, affected ticket holders may be offered:
- A refund;
- A credit; or
- An alternative activity of similar value.
The Working Group will communicate directly with affected participants where possible.
9. Ticket Transfers
Where permitted by the applicable ticketing provider, tickets may be transferred to another person.
The St Lawrence Wetlands Festival Working Group may require notification of the transfer to ensure appropriate event records and attendee details are maintained.
Tickets must not be resold for a price greater than the original purchase price unless permitted by applicable law.
The Working Group accepts no responsibility for tickets purchased through unauthorised third-party sellers.
10. Refund Requests
All refund requests must be submitted in writing to the St Lawrence Wetlands Festival Working Group or through the relevant ticketing provider.
Refund requests should include:
- The purchaser's full name;
- Booking or order number;
- Contact details;
- The type of ticket or booking purchased; and
- The reason for the refund request.
Each request will be considered on its individual circumstances and in accordance with this Refund Policy and applicable Australian Consumer Law.
11. Processing of Approved Refunds
Where a refund is approved, the refund will generally be returned to the original payment method used to make the purchase.
Refund processing times may vary depending on the ticketing provider, financial institution or payment platform.
Any booking fees, transaction fees or third-party charges may be non-refundable unless otherwise required by law.
12. Australian Consumer Law
Nothing in this Refund Policy is intended to exclude, restrict or modify any rights or remedies available to consumers under the Australian Consumer Law.
Where the law requires a refund or other remedy, the St Lawrence Wetlands Festival Working Group Incorporated will comply with its legal obligations.
13. Contact Us
For questions regarding this Refund Policy or to submit a refund request, please contact:
St Lawrence Wetlands Festival Working Group Incorporated
Email: stlawrencewetlandsfestival@outlook.com
Our Commitment
The St Lawrence Wetlands Festival Working Group Incorporated is committed to delivering a safe, enjoyable and memorable festival experience for all attendees.
We appreciate your understanding that organising a large community festival involves significant upfront costs and commitments. This policy has been developed to provide fairness to attendees while ensuring the ongoing sustainability of the St Lawrence Wetlands Festival.