When plans shift, the next step should still feel clear.
This policy explains how Avenue Property and Avenue Society (“Avenue”, “we”, “us”, or “our”) approach cancellations, credits, transfers, and refunds for events, memberships, bookings, and related experiences.
A booking confirmation, payment page, event notice, or written agreement may include more specific conditions. Those conditions apply to that booking, but they do not exclude rights or remedies that cannot lawfully be excluded.
The policy foundation
Purpose & scope
This policy applies where Avenue directly offers or sells an event registration, membership, ticket, or related experience. It should be read with our Terms & Conditions, any event-specific booking terms, and the confirmation issued for your purchase or registration.
If another business is identified as the seller or merchant of record, its refund process may apply. Avenue will explain the appropriate contact route where reasonably possible.
No fee, still valuable
Complimentary registrations
Many Avenue Society experiences are complimentary. Because no ticket price is paid, a cancelled complimentary registration does not create a monetary refund or cash credit.
Places may be limited. If you cannot attend, cancel or contact us as early as practical so the place may be offered to another guest. Repeated no-shows or misuse of limited registrations may affect future access in accordance with our Terms and Code of Conduct.
Know the booking position
Paid bookings & disclosed conditions
Where payment is required, the applicable price, inclusions, taxes, cancellation window, and any stated non-refundable component should be presented before purchase or in the booking terms made available to you.
The amount charged for admission or the relevant Avenue service.
Deadlines, transfer options, inclusions, exclusions, or cancellation requirements.
The business processing payment and the method used for any approved refund.
Your booking reference and the event or service details recorded at purchase.
Keep your confirmation and payment record so we can locate and assess a request efficiently.
When your plans change
Change of mind, late cancellation & no-show
A refund is not automatically available solely because you change your mind, can no longer attend, arrive late, or do not use the booking. Any voluntary cancellation option will be set out in the booking terms and may require notice before a stated deadline.
We may consider an exceptional request on its circumstances, but doing so once does not create an ongoing entitlement. Evidence may be requested where relevant. This section does not affect rights available because the service itself has a problem or is materially changed.
Keeping a place in use
Transfers, substitutions & name changes
Some bookings may be transferred to another eligible guest instead of cancelled. A transfer is only valid where Avenue confirms it and any identity, invitation, membership, guest-limit, age, security, or venue requirements are satisfied.
Do not resell, advertise, duplicate, or transfer a ticket without permission. Avenue may reject an unauthorised transfer or revoke a pass that appears invalid, duplicated, or obtained improperly.
When Avenue cancels
Event or service cancellation
If Avenue chooses to cancel a paid event or cannot supply the booked experience, we will communicate available options as soon as reasonably practical. Depending on the circumstances and your rights, this may include a refund of the ticket price paid directly to Avenue, a replacement experience, a transfer, or a credit that you may choose to accept.
We will use the contact details associated with the booking to communicate material updates.
Any replacement, credit, transfer, or refund choice will be explained with relevant timing.
Nothing in a booking condition removes a remedy that cannot be excluded under applicable law.
Complimentary events do not produce a cash refund, but we may offer priority access, a replacement invitation, or another suitable arrangement where practical.
A changed experience
Postponement, rescheduling & major changes
If an event is postponed, the existing booking may remain valid for the rescheduled date. We will explain the revised arrangements and any available options, including what to do if you cannot attend.
A substantial change—such as a different city, a materially different service, or another change that significantly alters what was purchased—may give rise to a refund or other remedy. The outcome depends on the nature and reason for the change, the booking terms, and applicable consumer law.
Minor operational changes that do not materially alter the experience, such as a schedule adjustment, room change within a venue, or substitute of comparable value, do not automatically create a refund.
Costs beyond the booking
Third-party purchases & incidental costs
Travel, accommodation, parking, dining, merchandise, insurance, and other purchases made through a third party are governed by that provider’s terms. Avenue cannot process a refund for money it did not receive.
Do not make non-refundable travel or accommodation arrangements without considering the possibility of event changes. Whether compensation for related loss is available depends on the circumstances, applicable law, and whether the loss was reasonably foreseeable and properly evidenced.
Returning funds securely
Approved refund processing
An approved refund will ordinarily be returned to the original payment method and in the original currency. We may request reasonable verification before processing a refund to protect against fraud or misdirected payment.
- Processing begins after eligibility and the payment record are confirmed.
- Your bank or payment provider may require additional time before funds appear.
- We will explain if the original payment method cannot be used and another process is required.
- A partial refund may apply where part of a service was properly supplied and law permits it.
- Any approved credit will include its value, validity, transferability, and use conditions.
Rights that remain yours
Australian Consumer Law
Our services may come with consumer guarantees that cannot be excluded under the Australian Consumer Law. Depending on the circumstances, a cancelled event, major event change, unsafe delivery, or major problem with a service may give rise to a refund, cancellation, compensation, or another remedy.
This policy’s change-of-mind, deadline, transfer, and evidence requirements do not limit a statutory remedy where those requirements cannot lawfully apply.
General information about event tickets and consumer rights is available from the Australian Competition and Consumer Commission.
Start with the booking details
Refund requests, questions & contact
Contact Avenue Property through the official contact channel and include the booking reference, attendee name, event or service, payment date, amount, reason for the request, and any relevant supporting information. Please do not send full card details.
We will acknowledge and assess the request against the booking record, event-specific conditions, this policy, and applicable law. We may ask for further information where reasonably necessary.
Use the official Avenue Property contact channel and include “Refund” in your subject line.