Policies

The Australian Ballet Ticketing Terms and Conditions

The Australian Ballet adheres to the Live Performance Australia (LPA) Code of Practice for the Ticketing of Live Entertainment in Australia. The Eighth Edition of the LPA Ticketing Code of Practice: Consumer Code can be found here.

Tickets to The Australian Ballet performances, classes and events purchased through The Australian Ballet, whether online, over the phone or in-person are subject to the following terms and conditions:

1. Tickets sold by The Australian Ballet are subject to the following and any other applicable terms and conditions and to the terms and conditions, applicable to the venue of the performance.

2. Casting and programs are subject to change without notice.

3. Tickets to mainstage performances are non-refundable except in the case of a cancelled performance or in line with our COVID-19 Ticketing Policy.

4. Exchanges are only permitted for mainstage tickets. Exchanges are subject to availability. 

5. Patrons arriving late will not be admitted into the auditorium until a suitable break in the performance which may not be until the first interval. Latecomers may not be seated in their ticketed seat, but in an alternate nearer an entrance where minimal disruption will be caused to seated attendees. This is at the discretion of the venue staff.

6. Photography or recording of any kind is strictly prohibited.

7. Mobile phones must be turned off before the performance.

8. The Australian Ballet and the venues in which it performs in reserve the right to refuse admission. Patrons who disrupt a performance may be removed from the venue. Patrons enter the performance venue at their own risk.

9. If applicable, proof of concession must be carried at the venue at all times and presented if requested.

10. If a ticket is transferred then the attendee must be eligible for any applicable concession, or an upgrade must be paid by contacting the customer experience team on 1300 369 741 by no later than 3 pm the business day before Wednesday matinee, weekend and public holiday performances and by 10 am on the day of for all other performances, or at the venue box office.

11. Tickets to The Australian Ballet’s performances and events may not be sold for above 110% of the original purchase price, that is the price printed on the face of the ticket. This is in line with NSW and Victorian State Anti-Scalping Legislation.

12. Irrespective of age all patrons must hold a ticket for the performance unless attending a designated babe-in-arms performance, where children aged under 2 years are admitted free of charge, providing they are seated on the lap of an accompanying adult.

Tickets purchased through third parties are subject to the terms and conditions outlined by those parties which may differ from those outlined below. 
TodayTix, Classictic, Luxury Escapes, Sydney Visitor Centres, and our venues and their ticketing agencies are authorised third party ticket sellers of The Australian Ballet. 

Attendees must also abide by the terms and conditions of the venue in which the performance is held. Please refer to the venue’s conditions of entry: 

Sydney Opera House

Arts Centre Melbourne

Adelaide Festival Centre

Margaret Court Arena

Peace Of Mind Promise

View our Peace of Mind Promise for more details. 

COVID-19 Ticketing Policy

As Australia continues to deal with the varying impacts of COVID-19, we at The Australian Ballet are working to keep our audiences, artists and staff safe and healthy and we are looking forward to being back on stage and performing for our Australian audiences again soon. 

See our full COVID-19 Ticketing Policy for the latest ticketing and policy updates.

Ticketing Policies

Ticket Refunds 

Tickets to The Australian Ballet's events and performances are non-refundable except in the case of a cancelled performance or in line with our COVID-19 Ticketing Policy.

Ticket Exchanges

Ticket exchanges can be made for mainstage productions performed at the Arts Centre Melbourne and Sydney Opera House.

Exchanges are available via The Australian Ballet only.

All exchanges are subject to availability.

Exchanges can only be made for performances within the same production and must be finalised prior to the performance. No exchanges will be offered for missed performances or once the performance has passed. 

Subscribers are entitled to fee-free exchanges via The Australian Ballet only.

If exchanging in tickets with a higher value, upgrade fees may apply for changes of day, city, price type, or reserve. If exchanging into a ticket of a lower value, the price difference will not be refunded. 

Exchange fees may apply for non-subscriber ticket holders.

If you are exchanging tickets that you did not originally purchase, you may be required to contact the original ticket holder to connect your accounts. For more information please contact our customer experience team.

Exchanges are available via The Australian Ballet up until 3pm the business day before for performances on weekends, public holidays and Wednesday matinees; and by 10am the business day of all other performances. We are unable to process any requests submitted after this time.

Once an exchange has been finalised, your original e-tickets will no longer be valid and should be deleted. New e-tickets will be sent via email.

Exchanges can be made by calling our customer experience team on 1300 369 741 9am - 5pm Monday - Friday AEST, excluding public holidays. 

Ticket Resale

Tickets to The Australian Ballet’s performances and events may not be sold for above 110% of the original purchase price, that is the price printed on the face of the ticket. This is in line with NSW and Victorian State Anti-Scalping Legislation. 

If you are found to be re-selling tickets for above 110% of the original purchase price, The Australian Ballet reserves the right to void the ticket in question.

If you attend a performance or event held by The Australian Ballet with a ticket(s) purchased via an unauthorised re-seller such as Ticketmaster Resale, Viagogo, Ticketbis, eBay, Gumtree, Tickets Australia, Queen of Tickets, or similar, you may be refused entry to the event, if they do not comply with The Australian Ballet or Authorised Seller’s (e.g. Venue) Ticket Resale Policy.

Donating Tickets

Tickets that cannot be used may be given back to The Australian Ballet as a charitable donation. A tax receipt will be issued for the value of the ticket price.

Tickets for donation must be returned to The Australian Ballet by 3pm the business day before for performances on weekends, Victorian public holidays and Wednesday matinees; and by 10am the day of for all other performances.

Ticket Upgrades

If a ticket sold at a concession rate is to be used by a patron not eligible for the same concession, the difference between the concession and new rate must be paid by the ticketholder. If a full-priced ticket is to be used by a concession holder, the difference in price cannot be refunded. 

This upgrade may be carried out via the venue box offices, or by contacting The Australian Ballet customer experience team on 1300 369 741.

Upgrades arranged over the phone must be completed by 3pm the business day before for performances on weekends, public holidays and Wednesday matinees; and by 10am the day of for all other performances.

Tickets purchased through Third-Party Agents and Venues

The Australian Ballet can only process ticket change requests for tickets purchased directly through The Australian Ballet.

If you require any amendments to your ticket, you must contact the company you originally purchased your ticket with to discuss what options are available to you.

Advertised Ticket Prices

Ticket prices are correct at time of quotation or publication and are subject to change at any time without notice.

While The Australian Ballet makes every effort to ensure that prices on our website are accurate, errors may occur. If we discover an error in the price of tickets you have ordered, we will inform you as soon as possible and give you the option of reconfirming your order at the correct price (and credit or debit your account as applicable) or have your order cancelled. If you choose to cancel after you have already paid the incorrect ticket price for the tickets, you will receive a full refund. 

Dynamic Pricing

Ticket prices may be dynamically adjusted, either up or down, based on real-time market demand and without notice.

Presales, Offers and Discount Pricing

From time to time The Australian Ballet offers our customers special discounts, promotions, and other opportunities. If applicable, relevant proof of entitlement must be provided when booking. This may be in the form of a password or specific promotion code.

Each code is unique to the promotion and should be entered in the promo code box when purchasing a ticket on The Australian Ballet’s website or quoted to the customer experience assistant, at the time of booking and exactly as it appears in the offer/promotion.

Unless otherwise stated, promo codes issued by The Australian Ballet are valid for sales through The Australian Ballet only. 

Partial refunds will not be given on tickets previously purchased at full price.

School and Group Bookings

School and Group Bookings discounts are not available for all events and performances.

Bookings can be reserved for payment by invoice. Payment must be finalised in full no later than six weeks prior to the performance date. Failure of payment by this deadline may result in the seats being released for general sale. 

Bookings can be arranged over the phone by our customer experience team only. 

For details on group offers and discounts, please visit our Ticket Info page. 

Ticket Price Types and Concessions

A variety of price types are available for season packages and single tickets. To view our full list of available concession types, visit our Price Types and Concessions page.

Proof of concession valid at the time of purchase must be provided when purchasing tickets. Tickets may not be issued until proof of concession has been received via email. 

Venue staff may check concession identification upon entry to the venue, so please ensure you have valid concession identification on hand when attending performances. Where valid concession identification cannot be produced, an upgrade to the full-price ticket in that seating reserve will be required.

Available concessions may vary between performances and venues, may be based on purchases as either a season package or single ticket and may change at any time without notice

The Australian Ballet supports the National Companion Card Scheme. For more information about the scheme, visit companioncard.gov.au.

Ticket Fees 

Some service fees apply when booking or exchanging tickets to performances by The Australian Ballet to cover the processing costs associated with the transaction.  

Please note: Different fees may apply through our venue box offices or partner ticketing agencies Please check with individual selling agencies to find out more about their fees. 

All fees are subject to change without notice. 

View our current Season Packages, single tickets and ticket exchange fees on our Ticket Info page.

Sydney Opera House security fee:

In 2018, the Sydney Opera House introduced enhanced procedures to ensure the safety and security of audiences, including bag checks and electronic screening. A security fee of $2.50 per ticket has been absorbed into the ticket price for performances held at this venue. 

Season Package Policies

Season Package structure

The Australian Ballet reserves the right to change the structure of Season Packages from year to year. This includes, but is not limited to; the number of ballets in a given series, the concessions offered within a series or the performance venue, performance dates and times of a particular series or of The Australian Ballet’s performances generally.

Seating Allocation 

Where a Season Package includes renewable seating, The Australian Ballet will take reasonable endeavours to offer Principal Package holders the same seats that were allocated for the previous season. 

These seats will be held until close of business on the renewal deadline for those customers booking packages with renewable seating options (i.e. Principal Package Holders). After the renewal date, all unpurchased seats will be released for reallocation. The Australian Ballet has no obligation following the renewal date to allocate seats in a similar area of the theatre to renewing subscribers. 

Season Package renewal deadlines will vary from year to year. Please refer to the current year Season Package information for full details. 

If the seats allocated for the previous season cannot be offered for the new season, The Australian Ballet will endeavour to offer seats comparable to those allocated for the previous season. However, this may not be possible due to, among other things, existing seating allocations and the layout of the venue. At all times The Australian Ballet reserves the right to vary, substitute or withdraw Season Package seating. 

Seats for season packages that do not include renewable seating (i.e. Create Your Own Packages) will be allocated in order of receipt and according to availability. 

Renewable seating is only available for performances taking place in the Joan Sutherland Theatre, Sydney Opera House and the State Theatre, Arts Centre Melbourne. 

Season Package change requests

Changes to series, seating reserve, and seating allocation are subject to availability for renewing Principal Package Holders. 

Change requests are processed in order of receipt. 

Change requests submitted during the 2022 Season Package sales period will be assessed for the 2023 season. Your current seats will be renewed in full without changes and The Australian Ballet will contact you prior to the 2023 renewal period if your change can be accommodated. 

The Australian Ballet makes no guarantee that all requests can be fulfilled. Where changes cannot be accommodated, subscribers will retain their original seats. Season Package renewals incorporating a change request will initially be charged the cost of the original renewable seating. If an upgrade can be accommodated, the additional charge will be debited upon seating allocation. 

If a subscriber is requesting a reduction in the number of seats, or a downgrade in seating reserve, the original Season Package amount will initially be charged if booking online. The Australian Ballet will regularly assess online bookings and resolve such transaction payments as soon as possible. To avoid the original (greater) charge in the first instance subscribers requesting these changes are advised to renew by phone. 

Ballet Holiday 

Principal Package Holders who have held the same package for five consecutive years or more are able to take a year's break or drop any number of ballets from their Season Package, and The Australian Ballet will take reasonable endeavours to allocate the same seats the following year.

The Ballet Holiday option is only available for one year in every six. Ballet Holidays must be arranged via The Australian Ballet customer experience team.

Payment Instalments

Subscribers are eligible to take the instalment payment option when booking a Season Package.

The Australian Ballet offers the Instalment Payment option to subscribers in good faith and reserves the right to decline the Instalment Payment Option to individuals based on previous payment history with The Australian Ballet. 

Instalments are collected in four equal payments. The first instalment will be charged on receipt of your booking, with the remaining three payments charged on set dates throughout the course of the year. To view instalment dates available for the 2022 Season, please visit our Payment Options page.

Where a Season Package order includes a donation that is greater than one quarter of the total transaction cost, the whole donation amount will be charged on the first payment. The balance will then be deducted as three equal payments on the dates noted above.

Where a Season Package order total contains an uneven cent value and cannot be divided equally into four payments, instalment amounts will be rounded to the nearest cent.

Instalments can be paid by credit card only. Cheques, cash or money order are not accepted. Instalments are restricted to one credit card per Season Package booking.

Customers using the credit card instalment option are asked to inform The Australian Ballet as soon as possible if their credit card details change. Instalments that cannot be collected on the due date will be charged an administrative recovery fee ($33) in addition to the instalment amount.

If payment has not been received in full prior to the first performance in a package, tickets may be cancelled with the value of the tickets deducted from the remaining outstanding balance. 

Subscriber discounts and special offers

The Australian Ballet, in conjunction with partner organisations, offers a range of discounts and special offers to subscribers. Subscribers are required to identify themselves as eligible for The Australian Ballet subscriber discounts by presentation of their mainstage ticket or by logging in to their account when purchasing through The Australian Ballet website.

Head Subscribers and Co-Subscribers and Transferring Packages

For administrative purposes, The Australian Ballet will identify the individual(s) in whose name the Season Package is held, as the Head Subscriber. It is this person to whom all correspondence will be addressed, including tickets, renewal notices and instalment payment reminders. 

Should you wish for the Season Package (whether it be the full package or just a specific seat(s) be transferred to another member of the group as the Head Subscriber, The Australian Ballet will require notification in writing, from both the current Head Subscriber and the new Head Subscriber.  

In the event that the current Head Subscriber is unable to provide written authorisation, written authorisation must be provided by their Power of Attorney and/or the Executor of their Estate. 

Privacy Policy

We are bound by the Privacy Act 1988 (Cth) and the Privacy Amendment (Enhancing Privacy Protection) Act 2012 (Cth) in relation to the personal information you provide and give effect to these laws by adhering to the Australian Privacy Principles when dealing with your personal information.

The information we collect

In the course of our functions and activities, The Australian Ballet collects personal information from ticket buyers, people requesting program or service information, patrons, sponsors and persons who donate or provide support to the organisation. 

The information we collect generally includes your title, name, email address, postal address and other contact details. Information relevant to your relationship with us may also be collected, such as transaction details, indicated seating and event type preferences and details of donations or other support provided to the organisation. From time to time we may seek and record your opinions on our programs and services through customer feedback surveys and other interactions. 

The Australian Ballet does not ordinarily collect sensitive information, which includes information about a person's racial or ethnic origin, political or religious beliefs, sexual orientation, professional memberships or health information. In the event that sensitive information is collected this will only be undertaken with consent from the individual. 

Why we collect the information

The Australian Ballet uses the information we collect to provide the information and services you have requested and to manage any support which you are providing to the organisation. 

In addition, unless you ask us not to, we may use the information to: 

  • update you about The Australian Ballet, its programs and services, such as Season Packages, performances, products and special events 
  • inform you about products, services and events from affiliated organisations in which you may be interested 
  • solicit sponsorship, donations or other support for the organisation 
  • contact tracing purposes related to COVID-19 

Where we collect the information

We collect personal information directly from you, or from a person acting on your behalf when it is provided for ticket/product purchase, Season Package purchase, online registration or competition entries. Similarly, we collect information from telephone, email and written communications we have directly with you. 

We also receive the personal information of customers booking for our events from the venues and facilities at which we present, and from ticketing agencies who sell on our behalf. The personal information obtained from these sources is not used for marketing purposes unless permission has been obtained from the customer. 

Anonymity and pseudonymity

In accordance with the Australian Privacy Principles, a customer may where practicable, deal with The Australian Ballet anonymously or using a pseudonym. Full name and billing contact details must be provided where a credit card transaction is processed online or via telephone. Customers dealing with The Australian Ballet anonymously must accept that The Australian Ballet can take no responsibility for providing further information or services related to any transaction or communication. 

Disclosure of personal information

The Australian Ballet understands the importance of keeping your information private, and only discloses your personal information to third parties in certain circumstances. 

Organisations to which we usually disclose information include: 

  • service providers that assist us with certain functions and activities, in which case we impose appropriate privacy obligations on the service provider (e.g. we may use mailing houses to send information and materials)
  • information may be securely uploaded to third-party service providers, like Google or other media buying agencies, under the terms and conditions outlined by those providers, for the purpose of communications and improving the services of The Australian Ballet
  • government and regulatory authorities and other organisations, as required or authorised by law 
  • a service provider for the purpose of sending you information from our sponsors or other arts companies 
  • venues or facilities at which we present 

Where personal information is disclosed The Australian Ballet will take all reasonable steps to ensure third parties use this information in accordance with the Australian Privacy Principles. 

We do not otherwise provide your information to third parties for use in marketing their own products and services to you. 

The Australian Ballet does not disclose personal information to overseas recipients for any purpose except in the cases stated above.

Management of personal information

We take reasonable steps to ensure that all personal information held by the organisation is kept securely, both in a physical and electronic form, and to protect the information from unauthorised access, modification and disclosure, and from loss and misuse.

Some entities to whom we disclose personal information or with whom we store personal information may be situated outside Australia, including in the United States. The data protection laws in other countries may not provide an equivalent level of protection to Australian privacy law. However, where practicable The Australian Ballet will take reasonable steps to ensure that any overseas recipients of your personal information only use and disclose such information in a manner consistent with this Privacy Policy.

We take reasonable steps to ensure that personal information which is no longer required for any lawful purpose is destroyed or permanently de-identified.

However, some personal information may be held for a specific period of time due to statutory requirements.

Credit card security

The Australian Ballet collects financial information to execute purchase and donation transactions. We share this information with credit card processing organisations as necessary to complete the transactions, but no credit card information is shared with any third parties or stored permanently on our web server.

Access to and correction of personal information

We take reasonable steps to ensure that all personal information we collect, use or disclose is accurate, complete and up-to-date.

If you believe your information holds errors or information is missing please notify our Privacy Officer and we will endeavour to correct or add the information as soon as possible.

You may access information about you held by us or request for your information to be deleted (subject to some exceptions allowed by law including but not limited to GDPR Article 17). For details and access to this information please contact our Privacy Officer on 1300 369 741.

For security reasons, you may be required to put your request in writing and you may need to verify your identity.  A fee may be charged for the administration of information provision.

Display advertising

The Australian Ballet uses display advertising, including remarketing, to advertise online. Third-party vendors, including Google, will display The Australian Ballet’s advertisements across the internet. On occasion, we will use cookies to inform, optimise, and display relevant advertisements based on your past visit history to our site.

Unsubscribing from The Australian Ballet communications

Email communications
If you would like to unsubscribe from email please login to your My Account using your unique username and password and update your My Email Preferences to exclude some or all options. You can also unsubscribe from email communications by clicking Update your preferences or Unsubscribe at the bottom of all our emails. Please contact our customer experience team on 1300 369 741 if you require any further assistance.

Mail and SMS communications
If you would like to unsubscribe from postal mail or SMS please send an enquiry at Contact Us, email us at tickets@australianballet.com.au or phone our customer experience team on 1300 369 741.

Calendar entries
Our 'add to calendar' functionality is powered by a program called ECAL. Follow these instructions on how to unsubscribe from any calendar platform.

Queries, concerns, complaints?

If you have any questions or concerns about how we deal with your personal information, please contact our Privacy Officer on 1300 369 741.

If you believe that our organisation has breached your privacy rights in any way, or you would like to discuss any issues about our Privacy Policy please contact our Privacy Officer. We will aim to satisfy any questions or concerns that you have within ten business days.

The Australian Ballet mailing address:
Private Box 838
South Melbourne Delivery Centre
VIC 3205 AUSTRALIA

If we cannot address your concerns to your satisfaction you have the right to take your issue to the Privacy Commissioner. The Privacy Commissioner may be contacted on 1300 363 992.

Need more information?

If you would like more information about privacy and the Privacy Act (including the Australian Privacy Principles), you can access the Privacy Commissioner's website on: privacy.gov.au

Management reserves the right to update The Australian Ballet’s Privacy Policy in line with technological advancements or legislative changes.

Facebook Login Data Deletion Instructions

The Australian Ballet does not save your personal Facebook login data on our servers. If you want to remove your Facebook login data, you can remove your information by following these steps:

  1. Go to your Facebook account's Settings & Privacy, then click Settings
  2. In the left menu, click Apps and Websites
  3. Go to the app or website you want to remove, then next to the name of the app or website, click Remove
  4. Click Remove again to confirm

You may also access other information about you held by us or request for your information to be deleted (subject to some exceptions allowed by law including but not limited to GDPR Article 17). For details and access to this information please contact our Privacy Officer on 1300 369 741.

For security reasons, you may be required to put your request in writing and you may need to verify your identity.  A fee may be charged for the administration of information provision.

Website Terms of Use and Copyright Policy

General Website Terms of Use

All users of The Australian Ballet's website do so with an understanding and acceptance of the following conditions:

  • All information provided on this website is done so in good faith and The Australian Ballet has taken all reasonable measures to ensure the information contained herein is accurate and current.
  • No liability is accepted for loss or damages incurred as a result of reliance upon material contained on this website.
  • By logging on, you will be deemed to have released and discharged The Australian Ballet from all liability that might arise.
  • By logging on, you will be assuming all risks associated with use of the website, including risk of your computer, software or data being damaged by any virus which might be transmitted or activated via The Australian Ballet site by your access to it.

Links to Third-Party Websites

The Australian Ballet website provides links to other third-party websites for your convenience and informational purposes only, and not for purposes of making any endorsement or recommendation thereof. The Australian Ballet cannot control, takes no responsibility and does not make any warranty, express or implied, with respect to the content, privacy policy or practices of such linked websites.

Cookies

The Australian Ballet may use cookies to 'remember' your browser between page visits. In this situation, the cookie identifies your browser, not you personally. The Australian Ballet may use cookies on this website to facilitate online transactions and develop patterns of site usage. A cookie is a small text file that a server places on your hard drive to identify that subsequent requests to a site have come from the same user. If for any reason you do not wish to take advantage of cookies, you may configure your browser so it does not accept them. However, this may disable or render unusable some of the features of the website.

Copyright Policy

Due to copyright restrictions, The Australian Ballet is unable to supply high-resolution images to the public or allow our photos to be reproduced in any way. While our photographers hold intellectual property rights over those images, other copyright stakeholders include choreographers, costume designers, the dancers in the photographs, and The Australian Ballet.

Event Particulars, Casting and Attendance

Event Particulars

Event particulars including performance date, commencement time, duration, venue, programming and casting are subject to change. No responsibility is taken by The Australian Ballet for any travel or ancillary expenses incurred or for loss consequential from any amendment to advertised event details. 

Casting

Casting details for all ballets (except for ensemble works) will be published on The Australian Ballet website as soon as available.

Casting is subject to change without notice. The Australian Ballet makes no guarantee, whether through advertising or promotional material, that particular artists will appear in specific roles or productions. The Australian Ballet reserves the right to alter the details of any season as may be necessary. No refunds or exchanges will be offered for changes in casting.

Printed cast sheets will no longer be available for collection at the venue. Nightly casting will be available on our website prior to each performance.  

Attendance

Photography or recording of any kind is strictly prohibited.

Mobile phones must be switched off before the performance.

The Australian Ballet and Venue reserve the right to refuse admission. Patrons who disrupt a performance may be removed from the venue. Patrons enter the performance venue at their own risk.

Admittance to all venues is subject to the venue's COVID safe plan at time of entry.

Latecomers

Latecomers will not be admitted into the auditorium until a suitable break in the performance, which may not be until the first interval, and may be refused admission.

If latecomers can be admitted, they may be seated in an area adjacent to an entrance, rather than their ticketed seats to minimise disruption to seated attendees.

The Australian Ballet strongly recommends planning your journey to ensure you arrive at the venue well in advance of the scheduled performance commencement as no refunds or exchanges will be offered for performances missed due to late arrival. 

Seating

The allocation of seats is at the total discretion of The Australian Ballet. 

The Australian Ballet reserves the right to vary, substitute or withdraw any seating arrangements, including Season Package seating.

Children & Babes-in-Arms

Children 15 years old and under must be accompanied by an adult 18 years or above at all of our performance venues.

Both the Sydney Opera House and Arts Centre Melbourne operate their own Babes-in-Arms policies for children aged 2 years and under. Full details of these policies are available on our Children at the Theatre page. 

Step Inside Events, Gift Cards and Ancillary Items

Step Inside Events

Tickets for Step Inside events, talks and classes are non-refundable unless the event is cancelled.

All purchases are final, and tickets are non-transferrable.

Purchase and participation of Step Inside events will be considered acceptance of these Terms and Conditions, and any ongoing updates to these Terms and Conditions. Where a participant is a minor/child as defined by Australian law, a parent/guardian is accepting these Terms and Conditions on their behalf.

Every possible effort is made to deliver classes, workshops and events as advertised however the schedule is subject to change or cancellation without notice.

For security purposes and in case of an emergency, the names of individual event participants will be required for all classes, workshops and tours. You may also be asked to provide additional details either at the time of booking or upon attending certain tours, classes and workshops including the participant’s address, date of birth and an emergency contact.

The Australian Ballet has the right, at any time, to verify the validity of a participant’s registration, to refuse entry and to reject or disqualify a participant from participating in any classes.

Late arrival may be treated as a forfeiting of participation in the event – The Australian Ballet takes no responsibility for causes of delays or lateness beyond the control of the company.

Event participants will be fully supervised during classes and workshops.  Parents, guardians and teachers are not permitted to attend classes and workshops unless otherwise stated. Parents, guardians and/or teachers are asked to meet their children promptly at the conclusion of classes and workshops.

The Australian Ballet takes no responsibility for belongings left unattended during classes and workshops.

Classes can be physically strenuous and participation is voluntary, based on a participant’s own assessment of their fitness, health and understanding of the class requirements.

We require a letter from a doctor to allow participation in a class if the participant is pregnant, has a history of heart condition or strokes, has a serious cardiovascular condition including hypertension, hypotension and heart failure or is currently using diuretics, barbiturates or beta-blockers.

It is the responsibility of the participant to follow instructions given by tour hosts or class teachers to maintain personal safety.

In participating in classes or workshops conducted by The Australian Ballet you agree that neither you, your heirs, assigns or legal representatives will sue or make any other claims of any kind whatsoever against The Australian Ballet for any personal injury, property damage/loss, or wrongful death, whether caused by negligence or otherwise.

If you are unable to attend your Step Inside event, please inform The Australian Ballet customer experience team to make your place available for others. 

Gift Card Policy

Purchasing Gift Cards

Gift Cards can be purchased in any denomination above $10 over the phone. 

Gift cards may be purchased in multiples of $20, $50, $100, $300 or $500 online via The Australian Ballet Shop.

Gift Cards ordered within the same transaction will generate a combined identification Code (e.g. purchasing one $20 and one $50 Gift Card in the same transaction will result in a single $70 Gift Card being issued).

There are no fees associated with purchasing a Gift Card, however, standard processing, booking or postage and handling fees will apply on redemption of Gift Cards.

Gift Card Delivery

The Australian Ballet only issue virtual Gift Cards which will be sent directly to the purchaser’s email address nominated at the time of purchase. Physical Gift Cards will not be sent via post regardless of the delivery method selected at the time of purchase. 

It may take up to 24 hours for your Gift Card code to be generated.

If the Gift Card identification code is lost or deleted the original purchaser must contact The Australian Ballet’s customer experience team to request the voucher be resent. We cannot resend any details to the Gift Card recipient if they are not the original purchaser/account holder. 

Gift Card Expiry

Gift Cards purchased prior to 31 March 2018 have now expired. Gift Cards purchased on or after 31 March 2018 will expire 3 years from the date of issue. Gift Cards due to expire in 2021 have been extended by one year.

Gift Card expiry dates are non-negotiable and cannot be extended.  

Expired Gift Cards cannot be redeemed. After expiration, any remaining Gift Card monies will be donated to The Australian Ballet's Education program. 

Redeeming Gift Cards

Gift Cards may be redeemed online at australianballet.com.au or by phone on 1300 369 741.

Gift Cards may be redeemed for tickets for The Australian Ballet’s performances, classes and events, Season Packages, shop items and Ballet TV and other ancillary items sold directly through The Australian Ballet.  

Gift Cards may not be redeemed for tickets to performances or events sold directly through venue box offices or other agencies. This applies to mainstage performances outside of the Sydney Opera House or Arts Centre Melbourne, Regional Tour performances and many Storytime Ballet performances where tickets are sold exclusively by the Venue and/or the Venue’s chosen ticketing agency. 

Gift Cards may not be redeemed for merchandise or other ancillary items sold at the Venue or by any other agencies. 

Where the value of items purchased is greater than the value of the Gift Card, the difference is payable by the Gift Card holder. Where the value of items is purchased is less than the value of the Gift Card, the remaining value will be held on account by The Australian Ballet for future purchases by the Gift Card holder. Original expiry conditions will apply. 

Gift Cards are not redeemable for cash and cannot be refunded.

When redeeming a Gift Card, the user must provide full contact details and must quote the unique identification code assigned to the Gift Card.

Parking Vouchers

Subscribers (current Season Package holders) may pre-purchase discounted parking vouchers for the Primrose Potter Australian Ballet Centre Car Park with their subscription. 

Parking vouchers should be treated as cash. Lost parking vouchers are not able to be replaced.  

Replacement and/or additional parking vouchers may be purchased in-season over the phone, by calling our customer experience team on 1300 369 741

Parking vouchers are not date specific and may be used year-round, not just for performance dates. 

Parking vouchers will expire on 31 December on the year of purchase or once they have been used. Expired parking vouchers cannot be exchanged or extended. Parking vouchers purchased in 2020 and 2021 have been extended and will be redeemable until 31 December 2022. 

The Australian Ballet Centre Car Park is open 6am to 1 am, except Sundays (9am to 11pm).

Visit The Australian Ballet Centre Car Park for more information or view their Frequently Asked Questions page. 

Program Vouchers

Subscribers may pre-purchase discounted program vouchers with their subscription. 

Vouchers purchased in 2020 and 2021 may be used during 2022.

Program vouchers should be treated as cash.  Lost program vouchers are not able to be replaced. 

Replacement and/or additional program vouchers may be purchased in-season over the phone, by calling our customer experience team on 1300 369 741.

Merchandise Shop & Delivery Policies

Postage Policy

Whilst The Australian Ballet works to dispatch merchandise as soon as possible, all delivery timelines are guides only and delivery dates may be subject to change.

All orders, unless otherwise stated, are sent via standard post and tracking information may not be available. 

Merchandise will be posted to the shipping address nominated during purchase.  It is important to verify that your shipping information is correct at the time of purchase.

Merchandise Delivery

Standard orders within Australia: please allow 10-14 working days from the date of the order, except where product listing indicates a different time frame. Occasionally delivery may exceed these timelines for reasons outside of our control. Most orders are sent with tracking numbers which will be emailed to you when your order is sent. Please contact our customer experience team if you need to follow up on an order. 

Express orders within Australia: Express delivery typically occurs in 2 – 3 working days, though some non-metro postcodes may take longer. For orders placed on Saturdays, Sundays, and public holidays, please allow an extra business day for your delivery to arrive. All orders are sent with a tracking number. Please contact the customer experience team if you need to follow up on an order. Please note express delivery is not available to all locations or for orders in excess of 5kgs. 

International orders: please allow 14 –30 working days for delivery of merchandise items. 

Due to the ongoing impact of COVID-19, please expect delays in delivery. 

Delivery Fees

$10 for Australian Parcel Post

$15 for Australian Express Post (only available for purchases made by phone)

$45 for International Parcel Post

You will always be notified of applicable fees prior to the completion of your order. Fees are always subject to change.

Delivery Failure

If the address provided is incorrect and the package is returned, you may be billed for the additional shipping charges in order for your delivery to reach you, as agreed by placing an order with us. We reserve the right to pass on applicable charges to you if you provide the wrong address information. We also require a contact phone number, which may be used by the courier to arrange delivery. If we and our delivery partner have been unable to deliver your order due to your error or fault after 21 days or three attempts (whichever is sooner), we reserve the right to cancel your order. In these circumstances, we will refund you the price of your order, less the delivery fees incurred by us.

Merchandise Damaged in Transit

Unfortunately, and despite our best efforts, items are occasionally damaged in transit. If you notice that an item is damaged when it is delivered to you, please contact us within two days of delivery with clear digital photos showing the damage. We will advise you on the next steps. 

The type of resolution we offer will depend upon the circumstances. We may arrange to replace the product or provide you with a partial or full refund of the purchase amount. If we require you to return the product to us, The Australian Ballet will pay the cost of the return. 

We reserve the right to refuse a refund in cases where we deem damage to a product to be due to fair wear and tear, misuse, failure to use in accordance with manufacturer’s instructions or failure to take reasonable care. 

Merchandise Returns

Peace of mind returns and exchanges: If you change your mind or your order is not quite right, you may return it to us within 30 days of the date you received it. You must contact us with your name and order number before returning any items. The cost of returning the item to us is your responsibility. 

Items returned must be in ‘as-new’ condition. This means you have not used, damaged, washed or laundered any of the items. Please return items secured in their original packaging if possible. 

After we have received your item and confirmed it is in ‘as-new’ condition, we will issue you with an exchange or refund of the purchase price less the initial delivery fees. If you have purchased an item using a free shipping offer and returned it because you have changed your mind, we will deduct the actual shipping cost to us from your refund. If we cannot be satisfied that you purchased the product from us then we will not accept your product for return. Additional delivery charges may apply if you are requesting an exchange due to a change of mind.

Please note, for hygiene reasons some items are not eligible for exchange or refund except in line with consumer law.

Your Consumer Rights

The goods you purchase come with guarantees that cannot be excluded under the Australian Consumer Law. If your product is faulty, broken or otherwise non-compliant with a consumer guarantee under the Australian Consumer Law please contact us as soon as possible with your name and order number and our customer experience team will advise you on the next steps.