terms & conditions
Ticket and Entry - Terms And Conditions
Thank you for your interest in participating in a Play Big Pty Ltd event. Before purchasing a ticket or product from Play Big Pty Ltd (ABN: 83 661 266 324) Hereafter known as Play Big. I acknowledge I have read and understood the following conditions:
Introduction and Disclosures
General Terms and Conditions
Conditions of Entry
Our Products
Play Big Pty Ltd Privacy Policy
By opting to purchase, allocate or possess an event ticket I and my attending dependents automatically agree to be bound by the Terms and Conditions and any other Terms and Conditions displayed at the entry to the event, event activities, experiences or shows.
If you do not agree with any of the clauses listed below or do not agree with the risk allocations listed here, please do not purchase tickets or enter our event premises.
For the purposes of below a “Child, or “Children” is anyone aged between 1 years and 12 years. A “adolescent” is anyone aged 13-18 years of age. An “adult” is anyone aged 18 and over. An “infant” is a “babe in arms” aged up to 1 years old.
1.Introduction & Disclosures
1.1 We may update or revise these Terms and Conditions from time to time. Any reasonable variations become effective on display. You can find the most current version on our websites (www.thechristmasportal.com.au and www.playbig.com.au)
1.2 By continuing to purchase the ticket or product you consent to being bound by the varied Terms and Conditions.
1.3 In particular, I understand that Play Big may impose restrictions or access to the event and its attractions at any time due to weather, pandemic, epidemic, maintenance and any other reason to protect attendee safety.
2.General Terms and Conditions
2.1 The ticket you purchase has a revokable license for you for access to the event at the time and date specified. In circumstances, such as in public interest or attendee safety, this license can be revoked at any time by Play Big at its sole discretion, without any prior notifications or compensation options. If the license is revoked, you will not be granted entry at the venue.
2.2 The bearer assumes full responsibility for the event tickets once received. Play Big has no liabilities – financial, legal or otherwise for delivered tickets that are lost, stolen, damaged, destroyed, on sold or rendered unusable in any way.
2.3 Flicket.io is the sole authorized source for purchasing event tickets. If you obtain your ticket form any other unauthorized source, you take the risks of those tickets turning out to be fraudulent or stolen. The issuer has the right to dishonor any stolen, counterfeit, fraudulent tickets as null and void. Should you no longer be able to attend the event on your original date, Flicket.io offers a reschedule service among other options.
2.4 Flicktet.io may process and use the ticket bearers data and information about the ticket purchaser activities of use on their site to generate anonymised and aggregated statistical and analytical data. Flicket.io may also use ticket purchasing activity and statistical data to develop, enhance and improve the ticket sales services.
2.5 Play Big Event Tickets provided to you are not for reselling, copying, reproducing or misrepresenting in any form. You cannot use the tickets for any promotional or advertising purposes either (including competitions and raffles) without prior written permission from Play Big. Any proven records of such activities without authorization will result in immediate cancellation of your ticket(s).
2.6 Play Big has the right to void tickets and deny entry if there has been any violation of the event ticketing terms and conditions. In case of any conflicts, the decision of Play Big will be deemed final (i.e., the issuer will remain the final arbiter in cases of disputes).
2.7 The event service will be deemed to have been delivered in its entirety as soon as the event starts on December 14, 2024 From that point on, no refund requests will be entertained.
2.8 If you are not able to access any particular section(s) of the venue - due to delays, federal regulations, organiser policies, weather-related problems, emergencies, venue shutdown/evacuation or any other reason, you will not be eligible for any refunds or future credits.
2.9 If the event is canceled partially such as for 1 day, or in its entirety due to any unforeseen circumstances or factors, Play Big has the sole and absolute right to:
reschedule the event, or
Issue a partial/ full refund, or
Provide a comparable ‘make good’ option
not issue any refunds
2.9.1 These factors are inclusive of, but not limited to, natural disasters, federal/state announcements, strikes, delays in production, pandemics, war, venue maintenance and safety issues, weather of any unforeseen factors and causes not in control of the organizer and the like. Please note that the decision of Play Big in such cases will be deemed final and binding.
2.9.2 In case the event is fully canceled, the refund, if issued, will include ONLY the face value/printed value of the ticket(s). The bearer cannot, under any circumstances, claim refunds on shipping fees, processing fees, handling fees, and such other charges.
2.9.3 In the case of event cancellation Play Big assumes no responsibility for any third-party costs incurred as a result of the ticket purchase, such as event related travel and accommodation fees. Play Big recommends anyone traveling to attend the event arrange suitable travel insurance with a reputable supplier..
2.10 Losses, if any, occurring due to foreign exchange fluctuations at the time of refunds, have to be borne by the purchaser. Play Big cannot be, in any way, held liable for that.
2.11 Tickets for Play Big events cannot be redeemed for cash or credits.
2.12 All ticket sales are deemed as FINAL TRANSACTIONS. There will be no ticket returns/exchanges/cancellations.
2.13 The experience begins at home. We recommend purchasing a personalized invitation for children. A small, non refundable, postage and packaging fee shall be charged for the invitation/s to cover packing, handling and postage. It is your responsibility to provide the correct information for invitation delivery. Refunds will not be provided for missing or incorrect details. For more information please see our FAQ’s.
2.14 Entry to Play Big events is not free for persons aged 1 and over. Infants under age 1 can register for a complimentary infant entry. Play Big events operate “rain or shine”. Some Play Big events or sessions are restricted to persons aged 18+ and this is posted clearly on the ticketing website. It is your responsibility to check the session information thoroughly to ensure you are purchasing the correct age session. For 18+ age sessions by purchasing or holding the event ticket you automatically confirm that you/the attendee(s) are above the “minimum age” or older at the time of entry for the ticketed session.
2.15.1 If it is proven at the venue that an attendee is below the “minimum age” for 18+ sessions he, she, they or other will not be granted entry to the event. No refunds, full or partial, will be issued either.
2.16 By purchasing tickets to any Play Big hosted event and presenting the same at the venue, you give your consent to Play Big to collect certain information about yourself (name, picture, date of birth, gender, address, etc.) for verification, marketing and storage. For information on how this information is used, please refer to our privacy policy at www.thechristmasportal.com.au/privacy-policy
2.17 Play Big does not take any responsibility to personal/financial damages caused to you at the venue, or for any items lost/stolen/misplaced at the venue. Financial reimbursement claims on these counts will not be entertained.
2.18 During all age’s sessions, infants and children must be accompanied by a responsible adult. Play Big implements child-safe policies and staff training to protect children attending our events however Play Big does not take responsibility for infants, children and adolescents onsite. All infants and children must be supervised directly by their responsible adult(s) at all times.
2.19 All Play Big hosted events follow a common ‘zero-tolerance policy’ towards unauthorized drug usage or carrying at the venue, AND towards any type of behavior/actions that can be interpreted as lewd or obscene. If you are found in possession of prohibited items at Play big events and/or if you indulge in any objectionable action, your participation in the event will be terminated immediately. Your event ticket(s) will become void from that point on.
2.20 Please note that you purchase tickets to all Play Big hosted events on your own free will. As such, you do not have the right to initiate a chargeback claim or dispute on the provider of the credit card/debit card that had been used for the transaction. Further refund/return/cancellation requests will not be entertained either.
2.21 In all cases of disputes between the ticket-bearer and the ticket-issuer, the decision of the latter will be deemed final. In case a dispute cannot be resolved, the help of an independent third-party arbiter will be sought.
2.22 While participating in the event, you and your attendee(s) should take care at all times. Participating in some event activities including but not limited to snow zones, crafts and play activities may poses a risk of personal injury, loss or damage to clothing and even death. Unless injuries, loss or damages occurs as a direct result of our negligence, Play Big is not responsible for any injury, loss or damage sustained by you or you attendee(s) as a result of, use of or participating in such activities onsite
2.23 These terms, including any dispute which may arise from these terms, will be governed by the laws of New South Wales Australia.
3.Conditions of Entry
3.1 Play Big uses licensed venues and as such anyone entering Play big events is bound by the requirements of the liquor act 2007.
3.2 It is an offense for minors (person’s under 18 years of age) to purchase or consume alcohol and these activities will result in your participation being terminated from the event. Your event ticket(s) will become void from that point on.
3.3 Attendee(s) required to show a valid identification (ID) as proof of identity must produce one of the following:
(i) A valid Passport with a photograph
(ii) A valid Australian Drivers License
(iii) A valid Proof of Age or Photo Card
3.4 Other than for medical purposes, no external food or beverage will be permitted in the venue.
3.5 No external alcohol is permitted in the venue. Any alcohol obtained onsite may not be taken from the venue.
3.6 Shoes must be worn at all times unless removal is specifically required for participation in a specific activation. At the completion of participation in the activation, you, the attendee(s) will immediately replace your shoes.
3.7 For safety reasons infants are not permitted on some activities at our events including inflatables.
3.8 Wristbands are void if removed. Lost or removed wristbands will not be replaced.
3.9 For safety, strollers, prams and mobility aids will not be permitted in the event area during regular sessions. A small Pram parking zone will be provided at the entry. Mobility aids will be permitted entry to the event during charity and special needs sessions or via prior arrangement with Play Big.
3.10 Smoking and vaping is prohibited in all areas of Play Big event venues except in the designated areas.
3.11 Pets and other animals are not permitted into Play Big events (except licensed guide and service dogs by pre arrangement)
3.12 Play Big Events and you and your attendee(s) visit is set to a strict timetable. The time you booked is the time your experience begins. We recommend arriving 15 mins early. If you miss your entry time you will need to wait 30 mins for the next entry show (pending availability). Should you arrive more than 10 mins late you may be taken directly to join your timed entry group and will miss out on earlier parts of the show.
3.13 You agree to depart promptly at the end of your experience.
3.14 You and your attendee(s) agree to abide by all instructions of staff, health and safety rules, security requirements and safety related sign postings and policies while onsite. Failure to follow safety related instructions may result in your participation being terminated from the event. Your event ticket(s) will become void from that point on.
3.15 Non-professional photography and video recording is permitted at Play Big events. All images must be for non-commercial use. Unless specifically authorized by Play Big under prior arrangement we do not permit professional or commercial photo shoots at our events.
3.16 Play big does not supervise the taking of non-professional and video recording at our events and so we cannot be responsible if you the attendee(s) (including, infants and children) are featured in any other visitors photographs and videos which are subsequently distributed or published in any form.
3.17 You should be aware that Play Big may carry out photography and video recording while you are visiting our events. We may use these images for promotional opportunities. If you do not wish to be recorded or filmed, please let us know on check in and follow the instructions of our staff so we may have an opportunity to manage this for you.
3.18 If you are in the business of (or planning to be in the business of) providing interactive events or immersive experiences for a commercial gain in Australia, then you are a competitor of Play Big Pty Ltd. Competitors are not permitted to attend Play Big Events in an attempt to replicate our ideas and experiences. If you breach this provision, Play Big Pty Ltd will hold you fully responsible for any loss that we may sustain and hold you accountable for all profits that you might make from such a breach.
4.Our Products
4.1 The images of the products and packaging on our website and social media are for illustrative purposes only. By agreeing to purchase these products you understand that the packaging and product may vary slightly from those images.
4.2 If you have purchased a product to be delivered it is your responsibility to ensure the correct address is provided and your address details are up to date. Please contact us at contact@playbig.com.au immediately to update your address. Play Big is not responsible for items which are returned, missed or do not reach their destination due to incorrect details.
4.3 Unfortunately we do not deliver to addresses outside Australia.
4.4 Delivery by nature, may be affected by events outside Play Big control, especially in rural and remote areas. For any issues related to the delivery of your order please contact us at contact@playbig.com.au providing your ticket number or order reference and contact us using the email used to purchase your tickets.
4.5 Purchased items may not be exchanged or returned unless faulty. Play Big reserves the right to request proof of purchase on all returns.
4.6 We will make refunds available to you as soon as reasonably possible, and in any case within 30 days of you advising us of your faulty return.
4.7 Refunds will be made via the original payment method.
5.Gift Vouchers
5.1 As per Australian Consumer Law our events and the corresponding goods are available for a limited time. Gift vouchers purchased during ticketing are provided as a limited event opportunity and are redeemable at our event gift store for the duration of the event only. For the avoidance of doubt, gift vouchers for The Christmas Portal 2024 are valid for use from December 14-23, 2024 (the duration of the event).
5.2 Gift Vouchers are redeemable for merchandise only and not redeemable for cash. No change will be given for any remaining gift voucher value.
5.3 Treat gift vouchers as cash. They will not be replaced if lost or stolen.
5.4 Your purchase, redemption or attempted redemption of the gift card constitutes acceptance of these terms of use.
6.Referral Points Credits
6.1 At times, you may be able to earn Referral Credit Points using a unique referral link provided after ticket purchase. Points earned can be exchanged towards future Play Big event tickets and purchases. There is no limit on the amount of points you can earn. Points are non-refundable, you will not be able to get a refund for your points package. However, points never expire, so even if you can't spend them right now, you still have access to them in the future.
For more information on referral points go to https://flicketfaqs.groovehq.com/help/points
7.Complaints
7.1 We accept that, despite every effort being made to ensure you have a trouble free, enjoyable experience in a live environment, things may occasionally not go to plan. If you have a complaint in relation to Play Big events please inform our staff in the first instance so we may attempt to resolve the problem as soon as possible.
7.2 If you wish to take matters further, please email us at contact@playbig.com.au detailing the nature of your complaint. When making a complaint by email please provide your booking name, date of visit and the email address with which you made your booking. This will help us to resolve the matter as soon as possible.
7.3 All complaints should be received as soon as possible and no later than 30 days after your visit. This is to ensure we have reasonable opportunity to make appropriate enquiries and obtain evidence. If you do not follow this procedure, it may be harder to resolve your matter and this could prejudice any claim that you wish to make.
7.4 You must, in any event, notify us of any claim within 4 weeks of the event concluding.
Addendum – Ticket Refund Programme Terms and Conditions
This Addendum contains the specific terms applicable to the Ticket Refund Programme Add-On Service provided by our ticket partner Flicket.io also referred to as Ticket Protection.
The ticket purchaser (end user) agrees and acknowledges that:
1.1 Yeltrah Limited (trading as EventCover) manages and operates a ticket refund programme (Ticket Refund Programme) under which participating End Users are eligible to receive a refund of the ticket price from EventCover if they are not able to attend a Client Event due to circumstances set out in EventCover’s terms and conditions, as amended by EventCover from time to time, (EventCover Terms);
1.2 for each Play Big Event, End Users who purchase tickets to that Event will be provided with an option to purchase the right to be part of the Ticket Refund Programme at the point of sale on the Cloud Services;
1.3 each End User that purchases the Ticket Refund Programme enters into an agreement directly with EventCover, and is subject to, and bound by, the EventCover Terms;
1.4 Flicket.io and Play Big Pty Ltd are not a party to the Ticket Refund Programme and have no liability to the End User in relation to the programme;
1.5 End user irrevocably waives any claim against Play Big Pty Ltd or Flicket.io, and indemnifies Play Big Pty Ltd and Flicket.io against any claims, in connection with any interrupted, cancelled or postponed Play Big Events and the Ticket Refund Programme.