Refund and exchange policy

At the Sydney Writers’ Festival we strive to provide excellent customer service and ensure a positive experience for all our patrons. To that end, we have established the following Ticket Refund Policy to address ticket-related matters. Please carefully review the terms outlined below: 

a. General refund policy: 

• Tickets are non-refundable except in cases where an event is cancelled or rescheduled, or a major change to the event. 
• Refunds will only be issued to the original purchaser of the ticket. 

b. Event cancellation: 

• In the unlikely event of a cancellation, patrons will be notified promptly, and a full refund will be processed automatically.
• Refunds will be less any booking fees or charges unless required as per the LPA Code or Australian Consumer Law.
• If possible, we may offer the option to transfer the ticket value to a rescheduled date or apply it as credit for future events.

c. Event rescheduling: 

• If an event is rescheduled, ticketholders will be informed about the new date and time. 
• Patrons unable to attend the rescheduled event may request a refund. Refund requests must be submitted prior to the date of the rescheduled event. 

d. Event postponement: 

• In case of event postponement without a confirmed rescheduled date, tickets will remain valid for the new date. 
• Patrons unable to attend the rescheduled event once announced may request a refund prior to the date of the rescheduled event. 

e. Event disruption: 

• In the case of an event disruption causing an event to end early, ticketholders will be refunded if less than two-thirds of the event has passed. If two-thirds of the event has taken place, no refunds will be provided. 

f. Refund request process: 

• Refund requests must be submitted by emailing ticketing@swf.org.au or calling on 02 9256 4200. 
• Provide the order number, the name of the event, and the reason for the refund request. 
• Refund requests will be processed within three (3) business days. 
• Where refunds are granted, they will be made to the card or account from which the original purchase was made. Refunds will be less any booking fees or charges unless we are otherwise required to refund these in accordance with the LPA Code or Australian Consumer Law. 

g. Refund exceptions: 

• No refunds will be issued for lost, stolen, damaged, or destroyed tickets. 
• Refunds will not be provided for dissatisfaction with the event, artist performance, or any other subjective reasons. 
• Refund requests must be in prior to the event commencing. 

h. Ticket exchange: 

• In lieu of refunds, we may offer ticket exchanges for another event hosted by Sydney Writers’ Festival, subject to availability and certain conditions. 
• We may also offer the option to apply the value of your tickets as credit for future events. 
• Ticket exchange requests must be in before the commencement of the event you want your tickets removed from. 

i. Policy amendments: 

• Sydney Writers’ Festival reserves the right to amend this policy at any time. Changes will be effective immediately upon posting on our website. 

Contact Information: 

If you have any questions or concerns about our Ticket Refund Policy, please contact us at ticketing@swf.org.au or 02 9256 4200.