Ticket refund and exchange

Cancelled or re-scheduled performance or event

In the unlikely event that the Museum cancels or re-schedules a paid performance or event, the Museum will notify ticket holders of the change at the earliest opportunity. If the event is cancelled or if the ticket holder is unable to attend the re-scheduled event, the Museum will provide a full refund. If a ticket holder cannot attend the re-scheduled event, they must notify the Museum within 10 business days of being advised of the change, to be entitled to a refund.

Non-attendance by ticket holder

It is the ticket holder’s responsibility to arrive on time and to the correct venue for a performance or event. The Museum is not required to exchange or refund the ticket if the ticket holder chooses not to attend the performance or event, arrives late, or has been refused entry or directed to leave the venue.

Variations to performances or events

The Museum reserves the right to add, withdraw, reschedule or substitute artists and/or vary advertised performances, events and other programs, including but not limited to ticket prices, venues, seating arrangements (including ticket categories) and audience capacity. The Museum will publish the details of such changes on its website prior to the performance or event. The Museum is not required to exchange or refund the ticket holder on the grounds of variations to the performance or event, except as required by consumer law. In the case of major change, the Museum will provide a full refund at the request of the ticket holder.

Expectations not met

The Museum encourages ticket holders to provide feedback or notify the Museum of their concerns about the performance or event in accordance with these terms and conditions or other feedback processes. The Museum is not required to refund a ticket holder on the grounds that the performance or event has not met that person’s expectations, except as required by consumer law.

Lost, stolen or damaged ticket

The Museum will replace lost, stolen, damaged or destroyed tickets if the authenticity of the ticket can be verified, including proof of purchase, and if the ticket holder can provide reasonable notice before the event. If authenticity of the lost, stolen, damaged or destroyed ticket cannot be verified, the Museum reserves the right to decline to issue a replacement ticket.

Refund and exchange requests

Requests for refund or exchange by ticket holders should be made in writing to:

Att: Ticket sales
National Museum of Australia
GPO Box 1901
Canberra ACT 2016
tickets@nma.gov.au

To facilitate the Museum providing a refund or exchange, ticket holders should provide the following information:

• their name and contact details
• the name and date of the event
• ticket type and quantity
• booking number and payment details (proof of purchase)
• whether they are requesting a refund or exchange
• the reason for the request.

Purchases made on a credit card will be issued a refund to the credit card account, cash will not be issued.

These terms and conditions do not seek to limit or exclude a ticket holders rights under the Australian Consumer Law.

Wholesale tickets excluded

These terms and conditions do not apply to wholesale tickets purchased by the Museum’s travel industry clients, which are covered by dedicated terms and conditions for wholesale tickets. Please see the Pompeii exhibition Wholesale ticket terms and conditions.

Privacy

Please see the Museum’s privacy policy for more information.