Access
Patrons with access requirements needing specific seating accommodation should contact us at boxoffice@carriageworks.com.au or +61 2 8571 9100, so that we can assist with allocating an appropriate seat. This includes those with children under the age of 12 years.

Cloak room
The cloak room will be open during regular opening hours with strictly limited capacity.

TICKET EXCHANGES OR REFUNDS INFORMATION

1. All ticket exchange or refund requests must be made by the ticketholder (whose email is attached to the order) in written format via  boxoffice@carriageworks.com.au. Medical documentation may be requested.
2. Any tickets purchased through Carriageworks are subject to a non-refundable booking fee of $5.
3. All exchanges are subject to ticket availability. Tickets cannot be exchanged for sold out productions.
4. Ticket exchanges and/or ticket name changes can be made up to 24 hours before your performance date at the request of the ticketholder whose email is attached to the order.
5. Tickets can be exchanged for a different performance date of the same production* at Carriageworks’ discretion (*please note this excludes Solomun performances in December 2024). For exchanges to tickets of higher value than the original price paid, Carriageworks Box Office will facilitate a refund for the original ticket price and repurchase of new tickets at their value.
6. In the event that audience capacity is reduced and a ticket you have booked is no longer available, Carriageworks reserves the right to refund tickets based on time of booking.
7. Carriageworks is not liable for auxiliary expenses (eg. cost of travel, accommodation) incurred by you in relation to attending a Carriageworks event, including if the event is cancelled or rescheduled unless required by law. You should consider refund policies of goods or service providers when making arrangements to attend Carriageworks.
8. Carriageworks is not responsible for refunding resold tickets, including those purchased from unauthorised resellers or the secondary ticket market.
9. Carriageworks may present live events to both live and online audiences. If a ticket holder has bought a ticket to attend in person and cannot attend, Carriageworks may offer tickets to be exchanged as an online audience member.
10. Carriageworks can accept donations for the value of your ticket (booking fee not included) in accordance with relevant laws, Carriageworks may ask whether ticket holders are willing to forgo the exchange/refund and donate the price paid for the ticket.

Refunds are only offered for specific and unusual circumstances and all tickets sold by  Carriageworks  are issued subject to the Live Performance Australia Ticketing Code of Practice.

Refunds or exchanges will be offered for the following circumstances:

• Carriageworks cancels an event or reschedules it to a time more than 2 hours earlier or later than originally programmed and you cannot or do not wish to attend the rescheduled event.
• Carriageworks issues a ticket to you by mistake and cannot provide you with the event in question.
• If an event is originally offered only as a live experience and subsequently is offered as a live streamed performance. If you believe an event you have attended was not provided substantially as advertised, we will give reasonable consideration to your request for a refund. However, we reserve the right not to provide a refund.

Carriageworks  reserves the right to deny exchanges or refunds based on the following circumstances:

• The price you paid; or the price of any other ticket to the relevant event is subsequently reduced after you purchase your ticket, for reasons including but not limited to marketing promotions.
• A ticket holder did not enjoy the event, performance or venue, they arrived late or did not attend;
• A ticket holder is refused or removed in accordance with the Carriageworks Liquor House Policy;
• A ticket holder is refused entry or removed due to breach of these General Terms and Conditions; or
• If, despite Carriageworks’ reasonable diligence, the cause was outside our control;
• A ticket holder changes their mind about their ticket purchase; or
• A ticket holder does not wish to attend an event ; or
• A ticket holder does not attend an event; or
• A ticket holder is denied entry into the event for reasons which were disclosed to the ticket holder in the ticket terms and conditions at the time of sale. For example, these reasons may include (but not be limited to) non-compliance with mandatory mask wearing or unwillingness to provide personal contact information when requested; or
• A ticket holder attends the performance and subsequently leaves part way through due to feeling unwell.

If you believe you are entitled to a refund you should apply within five days after the event’s scheduled commencement. If you do not seek a refund within a reasonable timeframe Carriageworks may not provide you with the requested refund, unless required by law. If you purchased your ticket from another authorised ticket seller, you should apply to them for your refund. Any refund payable will be made to the original purchaser, and when practicable to the original form of payment used to purchase the ticket.

General Terms and Conditions for Tickets and Attendance at Events
By acquiring a ticket for an event and/or seeking to attend an event, you agree to these General Terms and Conditions.

By purchasing a ticket on behalf of someone else, you undertake to inform them of these General Terms and Conditions and any other terms and conditions notified at the time of sale.

If another company is presenting the event, tickets and attendance may also be subject to the other presenter’s terms and conditions.

Resale Restriction
You agree that Carriageworks tickets cannot be resold for more than 110% of the original supply cost. Tickets resold for more that this amount are subject to cancellation in accordance with our General Terms and Conditions for Tickets and Attendance at events. We may request evidence of the resale price paid in order to enforce this resale restriction. We will consider any authentic evidence which can reasonably prove that the resale price paid was no more than 110% of the original supply cost. This evidence may include:

1. a bank statement;
2. a resale account receipt;
3. a tax invoice;
4. official documentation which evidences the original acquisition cost and resale price paid; and
5. correspondence between reseller and buyer accompanying any of the above.

Carriageworks is the only authorised ticket seller for events at Carriageworks, unless we specify on our website that there are other authorised ticket sellers for a specific event. We strongly recommend you only purchase tickets from an authorised ticket seller.

If you purchase tickets from another source, such as Ticketmaster Resale, Viagogo, Ticketbis, eBay, Gumtree, Tickets Australia or any other unauthorised reseller, you risk that these tickets are fake, void or have previously been cancelled. Purchasing tickets from an unauthorised ticket seller means that we cannot refund you if an event is cancelled, and we cannot inform you of important changes to event times, parking arrangements, and production details.

Tickets must not be included in packages or used in advertising unless authorised by us in writing.

Credit Card Purchases and Proof of Identity
You must be 18 years to purchase a ticket with a credit card. You can only buy tickets with your parent’s or another person’s credit card if: You have both permission to use the credit card and can bring it to the event if required or; You have permission to use the card and the card holder has completed credit card authorisation form – you will need to bring the form completed by the card holder to the event. All purchases are charged to your credit card at the time of purchase, not at the time of entry to the event.

Companion cards
People who hold a valid Companion Card will be issued a complimentary ticket when they support a ticketholder with a disability or frailty. To reserve tickets please call Carriageworks on +61 2 8571 9100, Wed-Sun 10am-5pm. You may be asked to present your Companion Card at the event. Please note other presenting companies may not always permit Companion Cards.

Concessions
Where concessions are applicable, suitable and valid identification must be provided for collection of tickets and entry to the venue. Failure or refusal to provide valid proof of concession may result in non-admittance.

Children at performances
For ticketed events taking place inside a theatre, Babes in Arms (Under 2) are admitted free without an allocated seat, so long as they remain in the arms of their parent/guardian throughout the performance.

Please note that unless a show is specified as a children’s performance, most performances are considered unsuitable for young children. Age restricted events will be indicated in event information. Please contact boxoffice@carriageworks.com.au for more information.

Other Terms and Conditions of Sale
We may impose other terms and conditions of sale in relation to specific events, in which case you will be notified of these at the time of sale, including on our website with the information relating to the specific event.

We may impose a maximum ticket limit to specific events. Unless otherwise specified, the maximum number specified applies to the event or season overall, not to each performance. Tickets purchased in excess of a ticket limit may be cancelled without notice.

Tickets to specific events at Carriageworks may be subject to delayed delivery and may be issued at a nominated date closer to the event rather than at the time of purchase. This will be communicated to the ticket buyer at the point of sale. Tickets will not be issued early for the purposes of reselling.

Where concessions are applicable, suitable and valid identification must be provided for collection of tickets and entry to the venue. Failure or refusal to provide valid proof of concession may result in non-admittance.

If your order contains a Donation; All donations of $2 or more are fully tax-deductible. Acknowledgement of your gift and a tax receipt will be sent to you by email. Please allow up to 10 working days for processing of your receipt. Donations of $1000 or more will be acknowledged on the Carriageworks’ Honour Board, online and various printed publications at the discretion of Carriageworks.

Lost Tickets
It is your responsibility to keep your tickets safe. Replacement of lost, stolen or missing tickets may be permitted at our sole discretion and fees may apply. We will not replace lost, stolen or missing tickets that have been resold.

Changes
While we endeavour to keep ticketholders informed, details may change sometimes with little or no notice. For example, artists or other participants may be added, withdrawn or substituted or the venue may change.

Despite any seat number on your ticket, we do not guarantee you any particular seat. If we need to allocate a different seat to you for operational reasons, including a change of venue, we will use reasonable endeavours to ensure it is in a location of comparable value to the seat number on your ticket.

We make every effort to ensure pricing is correct but we reserve any rights we may have to correct genuine errors.

Refusal of Admission
Carriageworks may refuse entry to an event or have you removed from the venue on valid grounds, including if:

1. you fail to comply with these General Terms and Conditions;
2. we have not received payment for your ticket or you are unable to produce a ticket;
3. you are intoxicated, or you behave in a threatening, disruptive or offensive manner;
4. you interfere unreasonably with another visitor’s enjoyment of the event or venue or with our staff carrying out their functions; or
5. in accordance with Carriageworks liquor House Policy;
6. as specified elsewhere in these General Terms and Conditions.

We may need to refuse admission for safety or security reasons, in which case we will refund your ticket if it was purchased in accordance with these General Terms and Conditions.

Unless otherwise specified, we do not provide supervision of children under 12 years old. All children requiring supervision must be accompanied by a supervising adult at all times and may be refused admission or attendance if not accompanied by a supervising adult.

Latecomers may be admitted to a performance during a suitable break, which could be the first interval, if an interval is scheduled. In some cases, latecomers may not be admitted at all.

Licensed Venues
Carriageworks sometimes sells tickets for events that are in Carriageworks licensed venues, and these venues require a valid driver’s license, passport or proof of age to prove you are over 18 years of age. You may need to present this proof at the event venue to obtain admission. The staff reserve the right to refuse any patron entry at their discretion if invalid ID is provided.

Patrons who wish to consume alcohol or alcoholic beverages provided at approved facilities in the venue must produce approved photographic identification, including photo driver’s licence, passport, government photo card or interstate or international equivalents. Any person found to be supplying or buying alcohol for a minor will be evicted from the event and handed over to police.

The use of illicit substances is prohibited. This venue has a zero-tolerance policy towards the use and possession of illicit drugs. Patrons found with illicit drugs will be refused entry, have their tickets cancelled and be referred to police.

Venue Requirements
For safety, all patrons must wear appropriate footwear in public places in both Carriageworks interior and exterior at all times unless otherwise stated.

To help ensure the safety and security of Carriageworks, bags and personal belongings may be subject to visual inspection.

Umbrellas, prams, backpacks, larger bags and other items that may be hazardous or restrict the movement of visitors may not be permitted into the venue or may be required to be cloaked, depending on the nature of the event and relevant circumstances.

Cloak room facilities are provided free of charge on a performance requirement basis as deemed by Carriageworks, it is your responsibility to collect any cloaked items after the performance. While all care is taken, Carriageworks accepts no responsibility for loss, theft or damage to any items deposited in the cloak room. Carriageworks reserves the right to refuse to accept any item for deposit in the cloak room. Uncollected items will be logged as lost property post event.

Lost property will be held at the Visitor Services desk located in the Public Space; patrons can complete a lost property form onsite or post event via email/phone. Please note that anything not collected after 2 weeks from date of being logged is disposed of by Carriageworks.

Normally, food and drink are not allowed inside a theatre or auditorium, unless otherwise specified.

Other items that are prohibited inside Carriageworks include but are not limited to: alcohol purchased from outside; glass bottles; offensive signs or clothing, laser pointers; and any other items that could present a safety hazard to others or interfere with the performance.

By entering the event or venue, and using the event medical facilities, you consent (express or implied) to allow third parties to receive personal information from the medical service providers that has been obtained during treatment, during and/or after the event.

Commercial activity including promotions, marketing, photography and filming are not permitted at Carriageworks, unless expressly authorised by us.

Carriageworks reserves the right to implement a ‘no pass outs’ policy for events, meaning once you leave the designated performance area you will not be able to re-enter.

You must switch your mobile phone to silent while in a theatre or performance space.

Event-specific Conditions of Entry may be applicable and will be communicated to all patrons when required.

Photographs, Recordings and Privacy
We reserve the right to record, broadcast and/or telecast any event at Carriageworks and you consent to the use of any image or recording taken of you, and anyone for whom you are responsible, while on the premises. We are not obliged to use, broadcast or provide to you any such recording.

Closed Circuit Television (CCTV) is in use on the Carriageworks’ premises for security and safety purposes. CCTV footage is likely to capture pictures or video footage of individuals. Footage is accessed by persons authorised to do so and may be provided to law enforcement agencies. By attending Carriageworks’ premises you consent to the capture and storage of your image on CCTV for use in accordance with this privacy policy.

Refer to Carriageworks  Privacy Policy  for information about how we handle personal information.

Carriageworks prohibits the use of audio and visual recording equipment in all of its venues, unless expressly authorised by the venue.

Liability
Carriageworks will not be responsible or liable for any loss, damage or injury to the extent arising from your negligent acts or omissions, any pre-existing medical condition, your breach of these terms and conditions, or your reliance on reviews and opinions about events and performers.

You should make your own further inquiries before deciding whether an event is suitable.

You are responsible for your personal possessions such as bags, mobile phones and other items you carry with you.

Our liability to you in relation to tickets is limited to the obligations specified in these General Terms and Conditions and our obligations under applicable laws and the  Live Performance Australia Ticketing Code of Practice – Consumer Code.

The Australian Consumer Law provides certain statutory guarantees for consumers which cannot be excluded, for example that services will be provided with due care and skill. Nothing in these General Terms and Conditions modifies or excludes those guarantees.

COMPLAINTS

We value your feedback, both positive and negative. Please contacts us via:

Email: boxoffice@carriageworks.com.au
Call: +612 8571 9099
Write: PO Box 3035 Redfern NSW 2016
Visit: 245 Wilson St Eveleigh  (cnr. Codrington St)

If you experience a problem or issue with Carriageworks services, please let our Visitor Services Officers know (via the above details) promptly and we will use reasonable endeavours to address the issue.

AMENDMENTS

We may amend these Terms and conditions by updating them on our website. You should review them before seeking to purchase tickets for, or to attending events.

Last updated: March 2024