Dispute Resolution Policy

At TryBooking.com, we are committed to supporting a fair and transparent process for resolving disputes related to ticket purchases.

This policy outlines the steps and procedures for resolving disputes, including the responsibilities of the event organiser and some the rights of consumers under Australian Consumer Law (ACL).

Note this Policy is not part of our terms and conditions and any full legal advice should be sought with a lawyer or the appropriate bodies.

1. TryBooking’s Role and Responsibility

TryBooking acts as an agent for the event organiser. Each event organiser is subject to Australian Consumer Law and needs to follow their guidance around refunds.

We therefore recommend contacting the Event Organiser and raising the dispute with them before contacting TryBooking.

2. Consumer Rights Under Australian Consumer Law

Under Australian Consumer Law, consumers may be entitled to a refund where an event is cancelled or significantly changed. The entitlement depends on:

• The reason for the cancellation or change.
• The nature of the change.
• The terms and conditions of the ticket.

Examples of situations where consumers may be entitled to a refund include:

• The event organiser cancels the event.
• A major change to the event occurs, such as the headline act being replaced or the event’s location being moved to a different city.
• The event cannot be delivered safely.

Consumers are not entitled to a remedy under consumer law if:

• The cancellation or change is due to actions outside the event organiser's control, such as government restrictions.
• The change is caused by events beyond human control, such as a natural disaster.

For further details, refer to the Australian Competition and Consumer Commission (ACCC) guide on buying tickets to events.

3. Contacting the Event Organiser

You can contact the event organiser via the 'Contact Event Organiser' button on the event and within your confirmation email. The organiser will be your first point of contact for resolving disputes related to refunds or cancellations.

4. Escalating to TryBooking

If you have contacted the event organiser and have not received a refund or resolution within 3 weeks, you can escalate the matter to TryBooking by emailing us at disputes@trybooking.com.

Your email should include:

• Event details (e.g., event name, date, and location).
• Booking details (e.g., ticket number and purchaser information).
• A detailed explanation of the dispute and any prior correspondence with the organiser.

TryBooking will review your submission and, if deemed appropriate, contact the event organiser to escalate the matter on your behalf.

5. Further Escalation Options

If your dispute remains unresolved, please forward a copy of your correspondence with the Event Organiser to disputes@trybooking.com

We will review the correspondence and advise:

• If further follow up with the event organiser is warranted
• If we do not believe you are entitled to a dispute under Australian Consumer Law
• If we believe you are entitled to a dispute and possible next steps available to you.

This policy aims to provide clarity and support to all our users while ensuring compliance with relevant laws and regulations.

Appendix for internal use

• Payment Method: Depending on the payment method used they may have their own dispute resolution policy. We recommend contacting your bank or the chosen payment method to investigate further.
• Contact your state or territory’s consumer protection agency: