1. Application of Terms & Conditions
Before proceeding with Your purchase, please read these Terms and Conditions carefully. You must not complete Your purchase unless You agree with these Terms and Conditions.
In these Terms and Conditions, a reference to the Event is a reference to the Trail of Lights and/or FOSO (Fibre Optic Symphonic Orchestra) and a reference to MRD is a reference to Mildura Tourism and Economic Development Ltd (ABN 46 617 169 838) trading As Mildura Regional Development.
A reference to the Venue is a reference to the premises and/or venue to which a ticket relates.
1.1 By purchasing a ticket or other services or goods (including car parking and merchandise) through any of the authorised sales channels (including but not limited to the Location Box Office, online, over the phone or at the Mildura Arts Centre or Mildura Visitor Information Centre), You agree to comply with these Terms and Conditions.
1.2 Tickets may be sold or issued by MRD in its own right or as an agent for a third party.
1.3 The Venue’s conditions of entry are incorporated into these Terms and Conditions and apply to Your ticket. The Venue’s conditions of entry are available at https://mildura.com/discover-the-lights/conditions-of-entry/
1.4 Without limiting clause 3.5 below, these Terms and Conditions continue to apply even if a ticket is provided to a third party by any means and any subsequent holder of a ticket will therefore be bound by these Terms and Conditions.
1.5 Your ticket may be subject to additional booking terms, which will be notified to You prior to purchase. For example, if Your ticket is to a timed ticketed exhibition, Your ticket will only be valid for Your nominated session time. To the extent that there is any inconsistency between these additional booking terms and the Terms and Conditions, these Terms and Conditions will prevail.
2. Amendments to Terms and Conditions
2.1 MRD may update, replace or vary these Terms and Conditions at any time, including for specific events. Changes will be made effective by posting them on the Discover the Lights website at mildura.com and via email to ticket holders.
2.2 Any update, replacement or variation will not bind You unless You agree to be bound.
3. Purchase of Tickets
3.1 Tickets are valid only when purchased through MRD or from an authorised sales channel. MRD reserves the right to cancel and not refund any ticket it reasonably believes has been bought or sold by an unauthorised seller.
3.2 Refunds will only be granted in the case of a cancellation due to an inclement weather event. An alternative date will be offered as a first option, if You are unavailable to attend on the alternative date offered then a refund will be provided to the original ticket purchaser. If You have purchased a ticket from an unauthorised seller, You have no right to a refund from MRD and may be at risk of no refund from that unauthorised seller.
3.3 MRD will give notice of any restricted access information known to it prior to the purchase of a ticket.
3.4 In the interests of maintaining fair access to tickets, MRD may place limits on the number of tickets that a single person can purchase. It also reserves the right to cancel any purchase exceeding those limits.
3.5 Tickets must not be on-sold at a premium, packaged with other goods or services, offered as a prize or otherwise used for advertising, promotional or commercial purposes, without the prior written permission of MRD. MRD may cancel tickets or refuse to accept orders which are in breach of this condition and the bearer of the ticket may be refused admission to the Event.
4. Pricing and Payment
4.1 All prices are quoted in Australian dollars and are inclusive of GST (where applicable). Where GST applies, Your ticket is a tax invoice.
4.2 Tickets advertised at a particular price will be available at that price for a reasonable period and in reasonable quantities.
4.3 Prices are subject to change.
4.4 A service charge may apply to each purchase and You will be notified of the applicable fee prior to purchase.
4.5 You warrant that You have the authority to make payment for Your purchase and that You own/hold or have express permission of the owner/holder of the credit card or other payment facility used to make the purchase.
4.6 If the amount paid by You for Your purchase is incorrect for any reason (including the ticket price and fee amount where the error was due to an error in a price communicated to You or due to human error or a technical malfunction), MRD may cancel the order or the purchase and refund You the amount paid. Where the purchase was a ticket, MRD may offer a replacement ticket to You at the correct price.
5. Delivery and Collection of Tickets
5.1 If You purchase tickets online, You will be given a confirmation number to confirm Your purchase. If You do not receive a confirmation number or are otherwise concerned that Your purchase was unsuccessful, You must contact MRD for confirmation of Your purchase. MRD takes no responsibility for incomplete purchases, including where You have not received a confirmation number but have made no attempt to confirm the order.
5.2 Delivery or collection of tickets will only be made upon receipt of full payment.
5.3 If tickets are required to be collected at the Venue box office they will be available to collect during standard Venue box office operating hours by the credit card holder or their authorised representative. The person collecting the tickets may need to present the order confirmation number, the credit card used to purchase tickets, photo identification and valid proof of any concession entitlement.
5.4 MRD at its discretion reserves the right to not issue purchased and/or reissued tickets until one hour prior to the advertised starting time of the Event.
6. User Account
6.1 Prior to making an online purchase, You may be required to register for a user account and to nominate an email address and password for Your account. You must maintain the confidentiality and security of Your user account (including Your password) and must not provide it to any other person.
6.2 You are responsible for the use of the online purchase function and all transactions conducted using Your account. If You become aware of any unauthorised use of Your account, You should notify MRD immediately and reset Your password.
6.3 You are responsible for the maintenance and changes made through the online user account.
7. Lost or Stolen Tickets
7.1 Where tickets are lost, stolen, misplaced or damaged, MRD may charge an administration fee to issue replacement tickets and may require proof of identity and purchase prior to issuing a replacement ticket.
8. Companion Card Holders
8.1 Mildura Regional Development is an affiliate of the Companion Card program and admits carers to ticketed events (but not to any associated additional items such as Food & Beverage) as ticketed complimentary guests.
8.2 The use of a Companion Card is restricted to people who are unable to participate at a particular venue or event without attendant care support. Details of use are contained on the Companion Card website www.companioncard.org.au.
8.3 Only the person whose photograph and name appear on the card can use the Companion Card.
8.4 A valid Companion Card or Companion Card number must be produced with a valid ticket at the point of entry. This does not extend to additional items such as food, beverages.
8.5 The Companion Ticket is not valid unless the cardholder is present at the event to which the ticket relates.
8.6 The Companion Ticket holder may be charged for the ticket if the requirements above are not met.
9. Munro Annual Membership
9.1 Mildura Regional Development offers an Munro Annual Membership to access both Trail of Lights and Fibre Optic Symphonic Orchestra (FOSO).
9.2 Membership holders will receive a promotional code upon purchase, granting them complimentary access to both installations for 12 months from their first visit. This access does not extend to additional items such as food, beverages.
9.3 A valid ticket must be produced along with photo identification at the time of each entry when presenting the membership ticket.
9.4 The Membership Ticket is not valid unless the cardholder is present at the event to which the ticket relates.
10. Changes to Experience
10.1 Particulars of the Event are liable to change. Wherever practicable, MRD will advise You of Event changes prior to their commencement, or at the Event itself where prior notice is not practicable.
10.2 Where the normal configuration of the Venue is significantly varied, the configuration to be used will be disclosed in promotional material and Event information.
10.3 In any of the circumstances set out above, Tickets will not be exchanged or refunded unless required by law (including the Australian Consumer Law).
11. Exchanges and Refunds
11.1 You will be entitled to a ticketing refund as required by law (including the Australian Consumer Law).
11.2 Provided that You purchased Your ticket through MRD, You will be entitled to a refund where:
- The Event is cancelled (Note that where the Event is rescheduled, reasonable endeavours will be made to ensure that You are offered a ticket for the rescheduled date).
- The Event is rescheduled and You apply for a refund within the grace period allocated. The grace period will be no less than (5) working days of the announcement of the rescheduling.
- The installation is significantly relocated, and the nature of the experience and/or geographic location of the experience is fundamentally altered by the relocation. You must apply for a refund within five (5) working days of the announcement of the relocation in order to obtain a refund.
- The Event is cancelled due to unforeseen circumstances that arise, leaving the experience uncompleted (Note, however, that if a substantial proportion of the Event is completed then, depending on the circumstances, MRD may determine that a refund or exchange is not warranted in which case a refund or exchange right will not apply).
11.3 Subject to clause 11.1 above, You will not be entitled to a refund or exchange in the following circumstances:
- Your ticket was free or complimentary;
- You did not enjoy or were dissatisfied with the experience;
- You are unable to attend for reasons outside MRD’s control, including but not limited to illness, illness of any person accompanying You to the Event, or other person for whom You need to care; transport failure or delay; or where You choose not to attend the Event;
- You arrive late to the Event and are refused entry on the grounds that latecomers will not be admitted;
- You have reasonably been refused entry to or evicted from the Venue;
- The advertised ticket price is changed in response to varying levels of consumer demand; or
- Tickets for a general admission experience are lost or stolen.
11.4 Refunds will be paid to the original ticket purchaser. Proof of identity and and/or proof of purchase (including the original ticket) may be requested.
11.5 Refunds will be processed using the original method of payment. If the original method of payment was cash, a refund will be issued via direct bank transfer.
11.6 Refunds may not necessarily be available at the time the refund is requested.
11.7 Refunds will be limited to the face value of the ticket plus any service charges applied to the specific ticket purchase. Refunds will not include costs imposed by external suppliers that You were not obliged to incur but chose to incur, such as registered or express post fees, courier charges or insurance. Where tickets to multiple events are purchased in a single order, MRD will not refund the service charge.
11.8 Unless required by law, MRD will not reimburse You for auxiliary expenses incurred in connection with Your attendance or non-attendance at the Event, including a cancelled, rescheduled or relocated Event. Auxiliary expenses include, but are not limited to, the cost of travel, meals, car-parking, child-care and accommodation. You may wish to take out ticket and/or travel insurance for those expenses.
11.9 Where tickets are lost, stolen, misplaced or damaged or are requested to be exchanged, provided that You purchased Your tickets through MRD an Administration Fee of $3.00 will be charged except in the following circumstances:
- If You are entitled to a refund under clause 11.1 or 11.2; or
- If the reason for ticket exchange is an administrative error of MRD.
11.10 When a ticket reprint is requested and You have not received a single reprint of physical tickets, the Administration Fee will be waived.
12. Gift vouchers
12.1 You may purchase a Trail of Lights + FOSO Voucher (which can be redeemed for tickets) to any monetary value.
12.2 Gift vouchers will be redeemable across both TOL+FOSO installations. These vouchers may only be to a specific monetary value reflecting the price of tickets to the activations and can only be redeemed for tickets to the activations.
12.3 Gift Vouchers and unused portions of Gift Vouchers must be spent within 36 months from the date of purchase or at the conclusion of TOL+FOSO (whichever is sooner), which is the “expiry” date displayed on the Gift Voucher.
12.4 Gift Vouchers can be redeemed in person at Trail of Lights + FOSO Box Offices, via the Box Office phone on 03 5018 8380 or online at www.mildura.com/lights.
12.5 Any unused balance will not be refunded or credited on expiry.
12.6 Gift Vouchers are non-refundable.
12.7 Gift Vouchers cannot be redeemed for cash.
12.8 Additional values cannot be added to an existing voucher but additional vouchers may be purchased.
12.9 If Your order exceeds the amount of Your Gift Voucher, You must pay for the balance with an alternative available payment method.
12.10 Gift Vouchers are considered cash. Replacements will not be issued for lost or stolen Gift Vouchers.
12.11 The standard fees and charges must be applied to all Gift Voucher transactions.
12.12 MRD may request an alternative form of payment if it has reason to believe that a Gift Voucher has been fraudulently obtained and is being used to make purchases.
12.13 MRD may provide purchasers of Gift Vouchers with information about the redemption status of Gift Vouchers.
13. Promotions and Competitions
13.1 If You received Your ticket or other product as a prize, gift, donation or otherwise at no cost, these Terms and Conditions and the terms and conditions of the relevant promotion or competition apply to Your use of the ticket.
14. Privacy
14.1 You may be asked to provide personal information (including email address, postal address and other contact information) when making a purchase. Please ensure that You provide current, complete, and accurate information. If You do not provide personal information when requested, MRD may not be able to fulfil Your order and may not be able to contact You to give You information about the Event or to advise You of changes to the Event (including cancellation).
14.2 By making a purchase, You consent to the collection, use, disclosure and handling of Your personal information as set out in MRD’s Privacy Statement.
15. Complaints & Feedback
15.1 Consumers are encouraged to provide feedback on the services provided by MRD. Please send any feedback to lights@mildura.vic.gov.au.
