OVERVIEW
The emergence of the COVID-19 Pandemic has wreaked havoc across the world with particular impact on the events and hospitality industries. In order to rebuild consumer confidence, it is critical to have in place a comprehensive ticketing policy to ensure that ticket buyers understand their rights during the purchasing process and in the lead up to the event.
LEGISLATIVE ENVIRONMENT
Ticket buyers have rights enshrined under Australian consumer protection legislation and these rights are maintained even in the event of a pandemic. For details relating to ACCC protections and COVID-19, you can visit the ACCC website.
TICKETING TERMS AND CONDITIONS
In the event of COVID-19 impacting the event, the following terms and conditions present a fair and equitable resolution scenario for both event and ticket-buyer, that shall enable the building of consumer confidence in events as the pandemic situation evolves.
Note: the following proposed T+Cs only apply to cancellations or postponements as a result of government restrictions around COVID-19 transmission mitigation being imposed by the DHHS.
EVENT CANCELLATIONS
If a GBW event is cancelled, the ticket purchaser shall receive an email with the option to obtain a refund minus the booking fee, to donate the price of their ticket to the event host, or to obtain an alternative offering to the value of the ticket (access to an online/digital version of the event; a gift offering; a voucher for use at a later date).
EVENT POSTPONEMENT
If a GBW event is postponed, the ticket purchaser shall receive an email with the option to obtain a refund, to donate the price of their ticket to the event host, or to obtain an alternative offering to the value of the ticket (access to an online/digital version of the event; a gift offering; a voucher for use at a later date).
EVENT RESCHEDULING / POSTPONEMENT
If an event is rescheduled/postponed, the ticket purchaser shall receive an email with the option to obtain a refund, to donate the price of their ticket to the event host, or to hold their ticket until the date of the reschedules event.
IF YOU ARE UNWELL
The safety and wellbeing of all patrons and event staff is our number one priority. If you are feeling unwell, showing symptoms of coronavirus (COVID-19), awaiting a COVID-19 test result or have otherwise been directed to self-isolate or quarantine you must not attend the event.
Please contact the Ticket helpline on info@goodbeerweek.com no less than 24 hours prior to the event (subject to availability) and we will work with you to exchange your tickets for another event or assist you in obtaining a refund minus the booking fee. Exchanges are subject to availability at the time of exchange and must be of equal value to the original ticket(s) purchased. If you wish to exchange to a higher-priced ticket(s), you will be asked to pay the difference in ticket price.
TRAVEL RESTRICTIONS
If you have booked a ticket and are unable to attend due to the implementation of travel restrictions, please contact the Ticket helpline on info@goodbeerweek.com no less than 24 hours prior to the event and we will work with you to exchange your tickets for another event (subject to availability) or assist you in obtaining a refund. Exchanges are subject to availability at the time of exchange and must be of equal value to the original ticket(s) purchased. If you wish to exchange to a higher-priced ticket(s), you will be asked to pay the difference in ticket price.
WHAT IF VENUE CAPACITIES ARE REDUCED PRIOR TO THE EVENT?
If an event requires a reduction in capacity to ensure a safe event or by government directive, refunds and exchanges will be processed in reverse order based on transaction date.
Good Beer Week may increase the capacity (within government guidelines) or alter plans for events without notice.
CHANGE OF MIND
No refunds or exchanges will be offered if you do not wish to attend an event due to change of mind, including fear of exposure.
PATRON CODE OF CONDUCT
Keeping COVID Safe is everyone’s responsibility. In order to enter the event, patrons are required to:
- Complete a symptom self-assessment prior to attending the event – patrons displaying symptoms may be refused entry, or asked to leave if already admitted.
- Provide their contact details for contact tracing in line with DHHS requirements.
- Carry a face mask, observe cough etiquette and personal hygiene measures including regularly sanitising hands.
- Maintain at least 1.5m physical distance between those from other groups at all times.
- Minimise movement and stay seated where practical.
- Be patient and treat venue staff with respect – Good Beer Week has a zero tolerance policy for the harassment or mistreatment of event and venue staff.
Contact details will be securely stored for 28 days and then destroyed in line with privacy obligations.
FESTIVAL COMMITMENT TO COVID SAFETY
Good Beer Week is committed to undertaking all possible steps to mitigate COVID-19 transmission in the community.
These steps include:
- Ensuring that all event venues understand their obligations under COVID-19 Public Health Restrictions, inclusive of:
- Ensuring physical distancing and the maintenance of density limits.
- Wearing of face masks in line with DHHS requirements.
- Practising good hygiene.
- Keeping records and acting quickly if a worker or patron becomes unwell.
- Avoiding unnecessary interactions at the event.
- Maintaining event area bubbles where possible.
- Ensuring that venues are operating under a COVID-Safe Plan.
- Ensuring that all event venues are provided with information and resources to assist them in delivering COVID-Safe events.
- Ensuring that conditions of entry and ticketing conditions are communicated to patrons prior to the event
