Ticket refund and exchange policy

Refunds are not permitted once tickets have been paid for except as in the Code of Practice for Event Ticketing in Australia produced by the Australian Entertainment Industry Association. Please review your event and date selection carefully prior to purchasing your tickets.

Ticket exchanges may or may not be permitted depending on the Promoter’s exchange policy. Please note that a $2.50 per ticket exchange fee will apply should a ticket exchange be allowed.

Lost or stolen tickets

We are able to replace lost or stolen tickets to assigned seat events provided you gave us your name and address at the time of purchase. Lost or stolen tickets to assigned seat events are reissued by the Box Office on the day of the event and you must present photo identification to collect the reprinted ticket.

Unfortunately, we are unable to replace tickets to general admission events and advise that you keep them in a safe place until they are required to avoid disappointment.

Credit Card Transactions

When you purchase tickets online, you will be asked to provide payment by Credit Card.  All Credit Card transactions are securely processed, and any information gathered is solely used to process your transaction. 

Best available seat allocation

Tickets sold to assigned seat performances are allocated by our ticketing system on a ‘next best available’ basis, as determined by a series of ‘fill modes’ built into each venue. When you purchase tickets online, the system checks all unsold seats and offers you the best of what is still available based on these fill modes. The fill modes have been set based on feedback from our customers – we understand you may have particular seat requirements and ask that you phone the Box Office should you wish to request a specific seat allocation.

Unpaid reservations

The Box Office will, if permitted by the Promoter, offer to hold unpaid reservations until close of the next business day for patrons unable to pay at the time of booking. To take advantage of this service patrons are asked to book in person at the Box Office or by phoning 08) 9158 9368. Unpaid reservations can not be made online. Unpaid reservations that have not been paid within the given time period will be automatically released for sale.

Latecomers

Please note carefully the start time of the performance you are booking – latecomers generally are not admitted into the theatre until a suitable break in the program, which may not be until interval. We recommend that patrons arrive at the Centre at least 20 minutes prior to the performance start time to avoid delaying the performance and inconveniencing other patrons.

Privacy Policy

The Matt Dann Cultural Centre aims to abide by the National Privacy Principles (NPPs) at all times when dealing with our customers’ personal information.

Customer details (name, address, phone number and bookings) are stored in our access-controlled database.  These details are only accessible by staff of the Centre or of our ticketing outlets.

The Matt Dann Cultural Centre acts as the ticketing agent for the presenters of a number of events held both at the Centre and at other venues. As the agent for those presenters, the Matt Dann Cultural Centre may pass on your name and address to the presenter of an event for which you have purchased a ticket so that presenter can provide you with promotional material about their upcoming events, unless you tell us otherwise. The Darwin Entertainment Centre will only disclose to the presenter your name and address.

Prior to the supply of any personal information the Matt Dann Cultural Centre will require that these presenters have in place a Privacy Policy with strict conditions requiring that the information will not be forwarded to third parties.

You can at any time request to see the information we have stored in your master file. You can ask that we delete your personal details from the system. Please keep in mind that by doing this, should the need arise, we have no way of verifying you as a ticket holder and are unable to contact you. You may instead request that we specifically note that you do not want to receive information in the mail from the Matt Dann Cultural Centre or from other presenters in the future.

For more information regarding the Box Office’s privacy policy please contact the Event Coordinator on 08 9158 9360. Alternatively, you can obtain a copy of the Federal Privacy Commissioner’s guidelines to the National Privacy Principles at www.privacy.gov.au.