Refund and Cancellation Policy
TICKETS, WORKSHOPS, HIRE BONDS & DGR DONATIONS
1. Mainstage Tickets: Platform Submission & No Change-of-Mind Refunds
Mandatory Ticketing Platform Submission: All ticket refund, exchange, or booking modification requests must be submitted directly through the original ticketing platform of purchase (e.g., The Concourse Box Office / TicketSearch, Fever, or Century Venues) in accordance with that platform’s procedures. PACA Productions cannot manually process refunds or override external box office allocations via social media DMs or general email.
No Change-of-Mind Refunds & Sole Discretion: Except where a statutory remedy is strictly required under the Australian Consumer Law (ACL) or the Live Performance Australia (LPA) Ticketing Code of Practice, all ticket sales are final and non-refundable for change of mind, personal illness, work commitments, adverse weather, or transport delays. Any request for a same-season performance date exchange (submitted at least 48 hours prior to curtain) is never guaranteed and is granted strictly at the sole discretion of PACA Productions and the ticketing platform, subject to seat availability, price-reserve upgrades, and box office fees.
2. Stagecraft Workshops & Adult (18+) Masterclass Enrolments
Enrolments for PACA Stagecraft Workshops (Adult 18+ Masterclasses, Emerging Artist & Youth Pathways, and Technical Stagecraft blocks) are non-refundable for change of mind once a term or intensive block is confirmed. Cancellation requests received in writing more than 14 days prior to commencement may be approved at PACA’s discretion for a studio credit or refund less administrative processing fees.
Cancellations within 14 days of commencement, or missed individual sessions due to personal illness or scheduling conflicts, are not eligible for cash refunds; any transfer to a future workshop block is granted solely at PACA’s discretion. PACA reserves the right to reschedule or consolidate workshop streams if minimum studio enrolment numbers are not met.
3. Commercial Set, Prop & Costume Hire Cancellations & Bonds
Reservation deposits for commercial PACA Stagecraft & Costume Hire lock inventory exclusively for your school or musical society and are non-refundable if cancelled within 60 days of the scheduled dispatch date (cancellations more than 60 days prior incur a 15% administrative restocking fee).
Security bonds are returned within 14 business days following post-return inspection in our ActZero warehouse manifest. PACA Productions reserves the right in its sole discretion to deduct full repair, laundering, late-return penalty, or replacement costs for any damaged, altered, or missing costumes, props, or scenic elements.
4. VIP Patron Memberships & Tax-Deductible ACF Donations
Tax-deductible philanthropic donations processed through the Australian Cultural Fund (ACF) are governed by Australian Taxation Office (ATO) Deductible Gift Recipient (DGR) legislation and are strictly unconditional and non-refundable once receipted.
Annual VIP Patron Memberships and Corporate Sponsorships are non-refundable once seasonal benefits, priority booking codes, or programme acknowledgements have been issued.
CAST CHANGES, LATECOMERS, FORCE MAJEURE & DISCRETION
5. Cast Illness, Understudies, Creative Changes & Latecomer Lockouts
In accordance with the Live Performance Australia (LPA) Ticketing Code of Practice, tickets are sold for the theatrical production as a whole and not for any individual performer. The appearance of an understudy, alternate, or replacement performer, or any adjustment to creative/orchestral personnel, does not entitle a ticket holder to a refund or exchange. Latecomers locked out until a suitable break in the performance, or patrons refused entry due to breach of venue safety/conduct rules at The Concourse Theatre, are not entitled to any refund or exchange.
6. Rescheduled Performances, Force Majeure & Statutory Cap
If a performance is postponed or rescheduled due to venue technical outage, public health order, severe weather, or Force Majeure beyond PACA’s reasonable control, tickets will automatically transfer to the rescheduled session at The Concourse before any refund eligibility is assessed under the LPA Code. Where a statutory refund is required by law, PACA’s liability is strictly limited to the face value of the ticket purchased through the authorised ticketing platform, excluding third-party booking, delivery, or accommodation expenses.