Big Ears Festival

Our commitment to you as a Buyer

Ticketmaster promises you will receive valid tickets in time for your event when purchased through the Ticketmaster Resale Marketplace, or you'll get your money back.

If a problem arises you won't have to deal direct with the seller. Ticketmaster Resale will step in on your behalf to source replacement tickets that are comparable or better – at no additional cost to you.

In the unlikely event we can't get the seller to deliver your original tickets or we can't source replacements on your behalf, we promise that you will get 100% of your money refunded.

We're here for you when you need us. Contact us anytime with questions or problems. Our fan support team is here to ensure you have an incredible experience.

The details

If you have a problem with your tickets – if they've not arrived, are the wrong ones or you receive correct tickets but experience problems entering the event, then all you need to do is contact our fan support team and we'll take it from there. There's no additional cost to you for this – it's all part of Ticketmaster Resale's service, committing to create a safe and transparent marketplace for buyers and sellers of tickets.

You can reach us at 1300 651 607 or resale.service@ticketmaster.com.au or by writing to Ticketmaster Resale at Level 5, 364 Lonsdale Street, Melbourne, Victoria 3000. If you're contacting us before the event has taken place use phone or email to make sure we have time to try to source alternative tickets.

Contact us at any time prior to the event, although please note if it's within 5 days of the event taking place it may be more difficult to source alternative tickets and your options may be limited to receiving a refund. If you are contacting us after the event has taken place because you experienced problems with your tickets, you must do so within 5 days of the event to make sure we can take the issue up with the seller in good time. However, please note that if you received incorrect tickets but didn't contact us before the event took place you won't be able to claim under the Ticketmaster Guarantee. You should check your tickets carefully when they arrive to make sure they match the ones you purchased.

This commitment is given to you by Ticketmaster Resale in addition to your rights and remedies as a consumer under applicable law (including the Australian Consumer Law) in respect of goods and services supplied by Ticketmaster Resale or third parties . Our services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be acceptable quality and the failure does not amount to a major failure.