Ticket and refund policy

Tickets to the Geelong Fragrance Fair are sold through our ticketing partner, Humanitix. This policy explains when you can get a refund, how to transfer a ticket, and what happens if the Fair is cancelled or rescheduled. It sits alongside the Humanitix attendee terms.

Your consumer rights

Our tickets come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy limits those rights. If the Fair is cancelled or there is a major failure, you are entitled to a remedy as set out below and under the law.

Paying for your ticket

Tickets are only valid once they have been paid for in full. If payment is not completed, the ticket may be cancelled or voided.

Change of mind

If you can no longer attend, you can request a refund of the ticket price up to 14 days before the Fair, that is, on or before 28 August 2026. After that date, tickets are non-refundable, but you are welcome to transfer your ticket to someone else (see below). Booking fees are not refunded on change-of-mind requests.

Individual assessment

The change-of-mind policy above is our general policy. If it applies to you and you feel your circumstances are different, you are welcome to ask us to assess the actual loss the Fair has incurred because of your cancellation. Depending on that assessment we may offer a lower refund (where our losses are higher than the standard policy), a higher refund (where our losses are lower, for example where we are able to resell your ticket), or confirm that the standard policy applies. Any refund under an individual assessment will not exceed 100% of the ticket value, excluding Humanitix booking fees.

Booking fees

Humanitix passes on a small booking fee at checkout. As with most ticketing platforms, the booking fee is non-refundable except where the law requires otherwise. For a change-of-mind refund you will receive the face value of the ticket, less the booking fee.

Transferring your ticket

Tickets are transferable. If you cannot make it, you can pass your ticket to another person at any time before the Fair. You can update the attendee name through your Humanitix order, or get in touch through our contact page and we will help.

If we cancel or reschedule

• If the Fair is cancelled and does not go ahead, you will be offered a full refund of the ticket price.
• If the Fair is rescheduled, your ticket will be valid for the new date. If the new date does not suit you, you can request a refund of the ticket price instead.
• Where a refund is due because we have cancelled or materially changed the event, we will also seek to refund booking fees wherever possible.

No-shows, late arrival and lost tickets

Tickets are not refundable for non-attendance, late arrival or a change in your circumstances on the day, except as required by law. If you have lost your e-ticket, contact us and we can re-send it.

How to request a refund

You can request a refund or transfer through your Humanitix order confirmation, or by reaching us through our contact page. Approved refunds are returned to your original payment method and usually take 2 to 5 business days to appear, depending on your bank.

Questions

If anything about your ticket is unclear, please get in touch before the Fair through our contact page and we will do our best to help.