Terms and Conditions
Effective from: 24 Oct 2026
These terms apply to Australian Shakespeare Company (“ASC”, “we”, “us” or “our”) ticket purchases, performances, workshops and school programs in Australia.
Please check your performance date, venue, ticket types and quantities before paying. Our performances are often outdoors, and weather may affect your visit. The sections below explain bookings, exchanges, credits, cancellations and conditions of entry.
For Theatre on Kew and our United Kingdom performances, please refer to the terms published on the Theatre on Kew website.
1. Your consumer rights
Nothing in these terms excludes, restricts or modifies any consumer guarantee, right or remedy under Australian Consumer Law or any other applicable law that cannot lawfully be excluded, restricted or modified.
Our policies for changes of mind, exchanges and account credits apply in addition to those rights.
2. Tickets, prices and payment
Full payment is required before a booking is confirmed or tickets are issued. Unpaid bookings cannot be held.
Ticket prices and booking fees may vary between authorised retailers.
Prices may vary between performances, including Peak and Off-Peak dates. The applicable price and fees will be shown before payment.
Discounts and special offers are subject to availability and may not apply to every performance.
Tickets cannot be added to a confirmed order. Additional tickets require a separate booking, which may attract a further booking fee disclosed before payment.
Booking confirmations and account changes are managed through the original purchaser. We may request information to verify their identity.
Check your confirmation when it arrives and contact us promptly if anything appears incorrect.
Selecting tickets
Please read ticket descriptions carefully. After purchase, we do not ordinarily change ticket categories, such as Adult, Child, Senior, Concession, Student, Under 30 or family/group packages, because a customer selected the wrong category.
We do not ordinarily refund accidental duplicate purchases or purchases of too many tickets. Please contact us promptly; an exchange or no-expiry credit may be available under these terms.
This does not limit remedies for an error caused by ASC or rights under Australian Consumer Law.
Concession and companion tickets
Please bring any card or identification required for your ticket category, including concession, student, senior, age-based or companion eligibility.
If you cannot demonstrate eligibility for a discounted ticket, you may need to pay the difference to the applicable admission price.
3. Seating and general admission
Most ASC performances are general admission. Seating or viewing positions are available on a first-come basis within the area covered by your ticket.
Reserved seating or designated seating areas, including A-Reserve, apply only where expressly advertised. Please check the information for your performance.
For children’s events, each paid admission is charged at the advertised general admission price unless a different category or offer is expressly available. Adults do not receive free admission with a child’s ticket.
4. Changing your performance date
You may request a date or time exchange at least three hours before your booked performance’s scheduled start time.
Email boxoffice@shakespeareaustralia.com.au with:
Your booking reference.
The purchaser’s name.
Your current performance date and time.
Your preferred new performance date and time.
Exchanges are subject to availability. A request is not confirmed until we send confirmation.
Price differences
If your new tickets cost more, you must pay the difference.
If your new tickets cost less, we will retain the difference as no-expiry account credit. We do not provide a cash refund of that difference for a voluntary exchange.
An ordinary date exchange does not, by itself, convert your original cash or card payment into a non-refundable credit. If the replacement performance is later cancelled, section 6 applies.
5. If you cannot attend
We do not ordinarily provide refunds for a change of mind, accidental purchase, illness, scheduling conflict, travel difficulty or failure to attend.
If you cannot attend:
You may request an exchange under section 4.
If you cannot attend an alternative performance, you may request a no-expiry account credit before your performance starts.
For these voluntary credits, the credit covers the ticket price and excludes booking or handling fees.
Requests received after the performance starts are considered at our discretion, unless a legal entitlement applies. Simply not attending does not automatically create an entitlement to a refund or credit.
6. If we cancel or substantially change a performance
Cancellation before the performance starts
If ASC cancels your performance before it starts, including because of weather, you may choose:
An exchange to an available alternative performance.
A no-expiry account credit.
A refund.
For direct ASC bookings, the refund or credit includes the cancelled tickets and booking or handling fees paid to ASC for those tickets. For bookings containing other unaffected tickets, only the fees attributable to the cancelled tickets are included.
If you purchased through another retailer, contact that retailer first. Treatment of fees charged separately by that retailer depends on its arrangements and applicable law.
Rescheduling and major changes
If we reschedule your performance or make a substantial change to its venue or advertised program, we will explain the change and the available options.
If the change materially affects your booking and you do not accept it, you may request a refund rather than being required to accept another date or a credit, subject to your applicable legal rights.
Minor casting or program changes do not ordinarily qualify for a refund unless they substantially change the advertised experience.
These rules also apply to special events.
How refunds are paid
Please contact the original ticket retailer to request a refund.
For direct bookings, refunds are normally returned to the original payment method:
Cash or card payments are refunded to that payment method where practical.
Amounts paid using a gift voucher or voluntarily accepted account credit are normally restored to that voucher or credit.
Mixed payments are normally refunded in their original proportions.
If a payment method is no longer available, we will discuss a suitable alternative after verifying the purchaser’s identity.
These payment arrangements do not limit a remedy required by law.
Choosing an alternative remedy
If you knowingly choose an exchange or credit instead of an available refund, we will confirm that choice. You cannot also claim a second remedy for the same cancellation.
Your choice does not remove rights arising from a separate problem or a later cancellation of the replacement performance.
7. Outdoor performances and weather
Many ASC performances take place outdoors, with uncovered performance and audience areas. Please dress for the conditions and check the venue information before attending.
Performances may proceed in light or moderate rain. Temperature, light, wind and other outdoor conditions may affect your experience.
We assess conditions and may delay, pause, adjust, cancel or abandon a performance where reasonably necessary for safety or operational reasons.
Weather notifications
If we cancel before the performance starts, we will endeavour to notify the purchaser by email and SMS using the booking contact details.
Decisions may be made close to the start time or during the performance. Please keep your contact details current and check messages before travelling.
If you decide not to attend
If the performance goes ahead, choosing not to attend because of the weather does not ordinarily qualify for a refund or credit. You can still request an exchange at least three hours beforehand under section 4.
Delays, interruptions and abandonment
A brief delay or interruption does not automatically qualify for a refund or credit.
If a performance is abandoned or substantially curtailed, we will assess how much was delivered, the circumstances and your applicable rights. We will explain the available remedy, which may include an exchange, credit, partial refund or full refund.
The cancellation-before-start policy in section 6 does not automatically determine the outcome for a performance that has already substantially taken place.
8. No-expiry account credits
ASC account credits issued under these terms have no expiry.
Credits can be used towards future ASC performances, workshops or school programs, subject to availability.
You may use credit across more than one booking. Any unused balance remains on your account.
If a booking costs more than your available credit, you must pay the difference.
Voluntary credits are not ordinarily redeemable for cash.
Booking and handling fees may apply to a new booking and will be disclosed before payment.
Cancellation-related credits and refunds are handled under section 6.
Accepting a voluntary account credit does not exclude any rights that cannot lawfully be excluded.
9. Gift vouchers
Purchased gift vouchers are valid for three years from the date of purchase, unless a longer period is stated.
The expiry date will be provided with the voucher.
Vouchers may be used for ASC Shakespeare mainstage, children’s and special-event productions, subject to availability.
Vouchers can be redeemed online or by telephone.
Any unused balance remains available until the voucher expires.
If your booking costs more than the voucher balance, you must pay the difference.
We do not ordinarily refund gift vouchers for a change of mind or exchange unused balances for cash, except where required by law.
Purchased gift vouchers are separate from the no-expiry account credits described in section 8.
10. Late arrivals
Please allow enough time for transport, parking, entry and finding the performance area.
We will try to admit late arrivals at a suitable point, but admission may be delayed or refused where entry would be unsafe or unreasonably disrupt the performance.
Venue restrictions may limit signage, particularly in gardens and parklands. Please read the arrival instructions supplied with your booking.
If you arrive late for reasons outside ASC’s control, we do not ordinarily provide a refund, exchange or credit. Your statutory rights remain unaffected.
11. Children’s performances
Unless the individual event listing states otherwise:
Children aged 12 months and over require a ticket.
Children under 12 months are admitted free.
Each accompanying adult requires their own ticket.
Adult admission is not included in a child’s ticket.
Children must remain accompanied and supervised by a parent or responsible guardian throughout the event.
Children must not be dropped off and collected after the performance.
Children’s performances are general admission, with no priority seating unless expressly advertised.
We do not ordinarily convert confirmed individual tickets into a family or group package after purchase.
12. Conditions of entry and conduct
Please follow reasonable instructions from ASC staff and venue management.
Safety and respectful behaviour
We may refuse entry or require someone to leave where reasonably necessary because of:
Threatening, abusive, discriminatory or harassing behaviour.
Conduct that endangers people, property, wildlife or the environment.
Serious disruption of a performance.
Failure to follow reasonable safety or venue instructions.
An invalid ticket or failure to meet lawful entry requirements.
Where refusal or removal results from a serious breach by the ticket holder, a refund or credit will not ordinarily be provided, subject to applicable law.
If entry is refused for a reason unrelated to your conduct or ticket validity, any refund entitlement will be assessed under these terms and applicable law.
Please report harassment or safety concerns to staff promptly.
Recording
Photography, video and audio recording during a performance are prohibited unless ASC gives permission. Unauthorised recording may infringe copyright. Staff may ask you to stop, and continued breaches may result in removal.
Smoking and vaping
Smoking and vaping are prohibited within our performance venues and throughout gardens where venue rules prohibit them. Please ask staff where smoking is permitted outside the venue.
Animals
Pets are not permitted. Assistance animals recognised under applicable law are welcome. We may request evidence where permitted by law.
Bag checks
Reasonable bag checks may be required as a condition of entry for safety and security. Staff will explain the process and any applicable venue requirements.
Caring for the venue
Please take rubbish and belongings with you or use the bins provided. Do not damage plants, disturb wildlife or enter restricted areas.
ASC acknowledges the Traditional Custodians of the lands on which we perform and pays respect to Elders past and present.
13. Ticket resale and validity
ASC does not provide a ticket resale service.
Tickets must not be purchased for unauthorised commercial resale or in breach of applicable ticket resale laws. We may refuse a purchase where there are reasonable grounds to suspect such activity.
If we reasonably believe a ticket is fraudulent, duplicated or has been invalidated on lawful grounds, we may refuse admission. Contact us promptly if you believe a ticket has been invalidated incorrectly.
Refund and exchange entitlements depend on the circumstances and applicable law. An invalid ticket does not automatically remove rights arising from an error by ASC.
14. Photography, filming and privacy
ASC may photograph or film performances and events for publicity, marketing, social media, websites and records.
Where practical, we will provide notice of event photography. If you have concerns about being photographed, please speak to staff before the event.
For identifiable close-up images used in promotional material, we will seek permission where appropriate. We will seek a parent’s or guardian’s permission before using an identifiable close-up of a child as a featured promotional image.
We handle personal information in accordance with our Privacy Policy. Buying a ticket does not, by itself, subscribe you to marketing emails or SMS.
15. Personal belongings and other expenses
Please take reasonable care of your belongings.
ASC is not responsible for loss, theft or damage except to the extent caused by our negligence, breach of contract or another circumstance for which we are legally responsible.
We do not ordinarily reimburse travel, accommodation, parking or other associated expenses following a change or cancellation. This does not exclude compensation you are entitled to under applicable law.
16. Workshops and school programs
Full payment is required to secure a place and must be received before attendance.
We do not ordinarily refund fees for a change of mind, illness or scheduling conflict.
If you cannot attend, contact us before the program begins. A no-expiry account credit may be offered.
If ASC cancels a program before it starts, including because of low enrolment, we will refund all fees paid for that program. You may choose an available alternative or credit instead.
If we substantially change a program or cancel after it starts, we will explain the available remedies, taking account of what has been delivered and your legal rights.
For school programs, any separately agreed booking conditions will be provided before the booking is confirmed.
17. Contact us
For bookings, exchanges, refunds or questions about these terms:
Australian Shakespeare Company
Email: boxoffice@shakespeareaustralia.com.au
Phone: (03) 8676 7511
Post: Level 3, 188 Collins Street, Melbourne VIC 3000
Please include your booking reference and the purchaser’s name.
18. Which version applies?
The terms supplied or made available when you book apply to that booking. Later website updates do not retrospectively reduce your existing rights.
Any event-specific conditions will be disclosed before purchase and must be read together with these terms. Applicable consumer rights always continue to apply.