TERMS & CONDITIONS.

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

These 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 with your booking.

This document may be updated at anytime. Any changes will be notified via our socials.

Conditions of Sale

  • It is a condition of purchase and entry to the event that correct contact information (name and phone number) is provided for the main ticket holder attending the event. Information for the ticket buyer is recorded at the time of purchase, as the purchaser you are responsible for providing the names and contact details of everyone in your party and ensuring that they agree to the Terms & Conditions outlined.

  • Providing contact details is a condition of sale. This also applies to complimentary tickets and staff tickets.

  • The event organiser reserves the right to change the line-up, program, and/or playing schedule without notice.

Pricing and Payment Methods

  • Purchases can be made online.

  • We accept payments via credit and debit card.

  • We DO NOT accept American Express or Diners.

  • Advertised ticket prices are in $AUD and include GST where applicable when purchasing online, see on charges per your selected payment method.

Concession Categories and Companion Cards

There are a limited number of Concession tickets available for the following cardholders - 

    1. Full-time Student Card (18yrs +)

    2. Australian Pensioner Card

    3. Seniors Card holders

Concession tickets will not be issued until valid ID has been presented to our Box Office when picking up tickets, or an upgrade fee may be payable.  Individual Concession Tickets cards will need to be supplied for all concession tickets issued.  Once allocated Concession Tickets are exhausted only Full Price tickets are available. 

We offer a limited number of heavily discounted Companion Cards offering disabled patrons holding a current companion card a second ticket for their accompanying companion at minimal charge.  Application for these tickets must be made via email to priscilla@thepalacehotelbrokenhill.com.au with “Companion Card” in the subject title.  

Applications for companion cards will not be accepted after August 19.

Child and Youth Tickets

  • Are not available this is an over 18yrs event only.

Ticket / Delivery Terms

  • All tickets are to be purchased online only via https://brokenheel.festivalpro.com/form/LrmaqFmBxDwzspuFQBsN/69

  • If you cannot process a purchase online, tickets may be able to be purchased by special circumstance by phoning 08 8088 1699 during Mon-Fri 9am – 4pm(ACST) only. A fee of $5 per ticket will be incurred by using this facility.

  • Upon successful completion of your purchase a confirmation email is sent to your nominated email address with your e-ticket(s) and receipt attached. Tickets should be received within 15 minutes, if not please check you’re your junk / spam folders. Please print the e ticket off as it contains a unique identification code which will be required to gain entry to the event.

  • If you lose the copy of your e ticket – a photo id with exact details as per ticket can be presented to the Ticket office.

  • 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 cannot be exchanged/upgraded or downgraded for other dates or sessions.

Refunds and Exchanges

  • Please choose your ticket(s) carefully. In alignment 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

    • Changes to the line-up/program

    • Inclement/severe weather - this is an all-weather event

    • Late attendance

    • Refused entry or eviction from the event

    • Event dissatisfaction

    • Fear of exposure to COVID-19

*We are governed by www.accc.gov.au and upon valid refund request we will transfer tickets for a period of 12 months.

You can RESELL your tickets via your Festival Pro Tickets Page.  New buyer must match your ticket conditions. 

Should you pass on the options above you may apply for a SPECIAL CIRCUMSTANCE REFUND REQUEST. Please note should this be approved a refund will only be sent to original purchase Stripe account and WILL INCUR a 50% handling fee deducted from the refund amount.  No Special requests can be made any later than the starting day of the event and must be made via email only.   Special Requests for refunds made within 10 days prior to the event, may not be acknowledged or processed up to 30 days after the event.  Documentation backing up special request are requested.

Conditions of Entry

  • Bags may be inspected by security upon entry.

  • Bags and backpacks larger than A3 (approx. 40cm x 30cm) are strictly prohibited – There are no storage facilities on site and we will not cloak these items. Medical items / bags will be permitted subject to inspection.

  • Alcohol, illicit drugs, glass containers, and animals (except guide and assistant animals) are prohibited from being brought into the venue.

  • The event manager takes no responsibility for lost or damaged property.

  • In line with our standard ticketing terms and conditions, the event manager reserves the right to refuse entry to the holder of tickets that have been on-sold without our permission.

  • The event manager reserves the right to view proof of eligibility for Concession ticket purchases.

  • Tickets that have been purchased or obtained through illegal means will be refused entry to the event and may be handed over to NSW Police.

  • This is an all-weather event and will go ahead, rain or shine. You agree to wear adequate clothing and footwear for an all-weather outdoor event, suited to the time of year and the weather conditions on the day. Suitable shoes and protective clothing are recommended especially if the weather has been wet or hot. Just because its suitable it doesn’t mean it can’t be fabulous!

  • Patrons consent to being included in any photography, film and/or sound recordings within the event or its surrounds, and grant the right to this information being used by us or by third-parties directly associated with the event for future marketing or promotional purposes.

  • Intoxicated individuals may be refused entry.

Venue Conduct

  • No busking or performing within the event or its surrounds without prior written permission from the event manager.

  • No flyering or pamphletting is permitted in any surrounding areas.

  • No person shall interfere with plants, water fixtures or any other installation within the venue.

  • NSW Government health regulations ban smoking from all outdoor dining areas. Patrons wishing to smoke will be able to do so in the designated smoking areas marked on the event map.

  • The venue is licensed. Patrons attending the event must comply with all liquor licensing laws. In order to purchase and/or consume alcohol at the event, patrons must be over the age of 18 and have valid photo ID. Responsible Service of Alcohol & The Palace Hotel House Policy will be in effect, this includes no entry to persons on the hotels banned list.

  • The event will be held in accordance with NSW Govt direction regarding Covid 19.

Wristbands

  • Wristbands will be issued and must be worn for the duration of the event. These will be required to scan into the event.

  • Should your wristband become uncomfortable it must only be removed in the presence of a staff member (ideally only at the Box Office) and a replacement one will be issued.

  • If extenuating circumstances exists and you must remove your wristband at home – you must bring the old wristband along with your proof of payment and id to the box office.

  • Any individuals found without a valid wristband will be ejected immediately.

  • Wristbands can be loaded up with credit to use to make payments. Credit can be added via our Ticket Office or during the event (look for the load on zones).

  • Any unused credit CAN ONLY be re-credited back to you at the event or for a short duration after the event.

  • All bars & stalls located outside of Palace Hotel but on festival grounds will offer payment by wristband only (no cash or cards).

Returns Policy for Broken Heel Festival Merchandise

We want you to be thrilled with your purchase from Broken Heel Festival! If, for any reason, you are not entirely satisfied with your merchandise, we're here to help.

Refunds:

  • We offer refunds only for items that are damaged or defective.

  • Refunds are not available for change of mind or incorrect sizing.

  • To be eligible for a refund, please contact us within 14 days of receiving your merchandise.

  • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

  • If your refund is approved, it will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain number of days.

Return Shipping:

  • To return your product, please contact us. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.