FAQS

^{To ensure you have a safe and enjoyable experience at Festival Hall, please be aware of the following Conditions of Entry.}

^{Patrons wishing to enter Festival Hall agree at all times to abide by these Conditions of Entry and not bring or attempt to bring into the Venue any Prohibited Items and abide by all laws and regulations and instruction issued by Venue Management.}

^{Entry and Ejection}

• ^{Venue Management reserves the right to inspect any clothing, bags or items upon entry into the Venue and at any time within the Venue for the purpose of ensuring there are no Prohibited Items in the Venue. Depending on the event, handheld metal detectors (wand) may be used to search for prohibited items.}
• ^{By entering the Venue, patrons agree that their image, likeness, or voice may be used as part of any photograph or recording of the event for archival or commercial purposes.}
• ^{Patrons are advised the Venue is fitted with electronic surveillance.}
• ^{Patrons 12 years old or under must be accompanied by a suitable adult (unlicensed areas only).}
• ^{All Patrons wishing to enter a Licensed 18+ area, must provide one of the 5 Government approved Photo ID’s to enter.}
• ^{The Venue is strictly a smoke free venue including e-cigarettes/vaping.}
• ^{Reusable plastic drink bottles need to be empty and no larger than 600ml (free water stations are available at all outlets inside). Sealed plastic drink bottles 600ml or under may be required to have the lid removed prior to entry depending on the event.}
• ^{Patrons agree to only enter the Venue with a valid ticket, pass or invitation issued by an authorised ticketing agent or Venue Management.}
• ^{Verbal or Physical abuse towards another patron, staff member, contractor or artist will result in this person being required to leave or being removed from the Venue. Such conduct includes obscene language, racial, sexual misconduct, threatening remarks or behaviour and acting in an anti-social manner.}
• ^{No stage access or diving.}
• ^{No pass outs, unless approved by Venue Management.} 

^{Importance Notice}

• ^{Patrons enter the Venue at their own risk. Venue Management has no liability whatsoever for any damaged, lost or stolen property, nor for any other loss, damage or injury suffered by any patron, whether in contract, tort or statutory liability to the full extent permitted by law.}
• ^{Venue Management reserves the right to refuse entry or revoke a patron’s right to remain in the Venue if you are found to have breached Conditions of Entry, and any Patrons ejected from the Venue will not be entitled to a ticket refund.}

^{For Health, Safety and Security reasons, the following items are prohibited from being brought into Festival Hall:}

• ^{Bicycles, scooters, rollerblades and skateboards.}
• ^{Alcohol of any nature.}
• ^{Glass, cans or metal drink containers.}
• ^{Illegal substances.}
• ^{Eskies and other large containers.}   
• ^Umbrellas
• ^{Backpacks and bags over A4 size}
• ^{SLRs, Video cameras & audio recorders.}
• ^{Fireworks & laser pointers.}
• ^{Chairs and stools.}
• ^{Weapons of any nature.} 
• ^{Musical instruments (not involved with the performance).}
• ^{Drones, balloons or any other flying object.}
• ^{Animals (except police and assist dogs).}
• ^{Advertising material.}
• ^{Prams & strollers.}
• ^{Chewing Gum.}
• ^{Outside food & drink (except in medical circumstances).}
• ^{Permanent markers, chalk and/or paint pens.}

^{Festival Hall has sections which can be Licensed 18+ only and everyone will need to show one of the 5 government approved photo IDs to gain entry to the venue. Please ensure that you check your tickets before you purchase them to ensure you are buying the correct tickets.}

^{Festival Hall strictly adheres to Responsible Serving of Alcohol practices.} 

^{It is a condition of entry into events that a search of person or possessions may be required.}

• ^{No alcohol is to be brought into the venue.}
• ^{No alcohol is permitted to be taken outside of the venue (doors).} 
• ^{No cans or glass may be brought into the Venue opened or unopened.}

^{You are welcome to bring an unopened plastic bottle of soft drink or water (non- alcoholic) into the venue (Limited to one per person).}

^{Opened plastic bottled soft drink or water, or personal refillable bottles, will need to be emptied before being allowed into the venue (no glass water bottles are allowed inside)}

^{Plastic bottles can be refilled at our free water stations located inside the venue at the F&B outlets!}

^{Patrons deemed by Festival Hall staff to be intoxicated and/or affected by drugs may be refused entry, not be served alcohol, asked to leave the venue or they may be removed from the venue.} 

^{Bars will be open until 30 minutes prior to the end of the scheduled event time or at management's discretion.}

^{Either the show start time or the doors open time will be stated on your ticket and the show will start 1 hour after the doors open. The show times will be listed on the event page as soon as they have been confirmed with the event organiser.}

^{If you are the original ticket purchaser, you will receive pre-event communications via email from Ticketmaster advising of the final show times. Please also check the event page for any updates.} 

^{It is uncommon to have a lock out at Festival Hall, on most shows you will be allowed entry up until 10 minutes before the scheduled end of the show. In an instance where a show does have a lock-out, ticket holders will be given access at an appropriate point in the show.}

^{Please check the event information page to see if any lock out rules will apply.}

^{Festival Hall makes every effort to provide accurate information on this website, but cannot be responsible for changes, cancellations or postponements relating to events at this venue.}

^{Festival Hall has both a GA standing area, and reserved seating areas in the Balcony, Sections 9, 10, 11 and 12. We do not allow patrons to move between areas. On occasion an event may also have a fully seated reserved seat floor.} 

^{All patrons must enter the venue via the door number stated on their ticket and must sit in the seat allocated to them, as stated on their ticket if in a reserved seated area.}

^{The aisles in the seated areas must remain clear at all times during the performance due to safety regulations.}

^{For everyone's enjoyment of the performance, standing and dancing in front of your seat will be assessed by Staff on an event by event basis.}

^{If the majority of patrons in a certain area are standing, patrons will be allowed to stand. However, if at any time the enjoyment of the performance for other patrons is inhibited by patrons standing, these patrons will be required to remain seated or may be offered an alternative place to dance. Patrons are simply asked to be considerate of the enjoyment of the people around them.}

^{Where a patron feels that their enjoyment of the performance is being compromised in any way, please see a Festival Hall staff member immediately so that a solution to your problem can be found in order for you to enjoy the rest of the performance, rather than waiting until after the show has concluded.}

^{Any patron found behaving in a manner that threatens the safety of the performers, staff or other patrons or reasonably interferes with the other patron's enjoyment of the performance, will be removed from the venue.}

^{Small hand-held personal cameras and mobile phones are allowed for personal use, but professional cameras (with detachable lenses) and audio/video recording devices are prohibited unless authorised by the promoter.} 

^{If brought to the venue, these items may need to be stored in your car or elsewhere. A cloaking facility is available on Dudley Street; check the event details to see if it's open.}

^{Media access requires prior approval, and all photography should be respectful of performers and other guests. Please note – this policy may change at the request of the artist, and Festival Hall will inform attendees if video or photography is not allowed at a specific event!}

^{Festival Hall will generally have 18+ only areas, and Unlicensed areas. Patrons entering into a Licensed 18+ area must show one of the 5 government approved photo IDs at the door to gain entry. People of any age can enter an Unlicensed area, no alcohol is served in these areas.}

^{If an artist, manager or promoter deems an event to be unsuitable for under 18s this will be clearly stated in the event’s information. We recommend checking the Ticketmaster page at the time of purchase, or the event page on the Festival Hall website for any age restrictions that may be in place.}

^{Under 12's must be accompanied by a suitable adult (unlicensed areas only).}

^{If arranging drop offs/pick ups, all event times are listed on our website. Please check on the day to ensure this information is as up to date as possible. Please note, all times are approximate and are subject to change by the artist.}

^{In compliance with Victorian Liquor License Legislation specific to our venue, no person under the age of 18 is permitted to enter a licensed area. Majority of events at Festival Hall will feature mixed licensing, including a specific section of the venue that is all ages/unlicensed where those under the age of 18 can enter.} 

^{The choice of licensing for each event is chosen by the event promoter and/or artist.}

^{Yes, a cloak room is available from Dudley St next to the Box Office. Where possible, please avoid bringing large or bulky items to the venue e.g. (Large umbrellas, items larger than A4, motor bike helmets etc.)} 

^{Please note:}

• ^{There are no cloaking facilities for any perishable items. Any food items that are unable to be stored, will need to be taken to your car or elsewhere before entering the venue.}
• ^{Large items like suitcases, prams etc are not able to be cloaked or stored at the venue.} 

^{Merchandise is available for most Festival Hall shows, as organised by each events promoter. There are merchandise counters located on the Main Floor, Section 9/11 and Section 10/12. For some events, the external Dudley St merch window will also be in operation.} 

^{Festival Hall is a cashless venue, therefore only card payments can be accepted. No cash transactions can be processed or accepted.}

^{Please have a valid form of payment, to be used at any of our outlets. This includes our Box Office, Food & Beverage and Merchandise outlets.} 

^{Festival Hall is a member of Live Performance Australia, and abides by the Ticketing Code of Practice.}

^{LPA Safe Tix Guide
Ticketing Code of Practice - Consumer Code}

^{Patrons agree to abide by all Pandemic and Health measures implemented by venue management.}

^{Patrons acknowledge that venue management can implement measures to mitigate against the transfer of infectious diseases such as Covid-19, but cannot completely remove the risk.}

^{You assume all risks associated with Covid by attending the Venue.}

^{All tickets for Festival Hall events are available online through Ticketmaster.}

^{IMPORTANT NOTICE: Ticketmaster is the only authorised seller of tickets to Festival Hall events. We strongly recommend that you only purchase tickets via Ticketmaster to ensure you receive a legitimate ticket and can therefore enter the Venue. See below, 'Unauthorised Ticket Sellers' for additional Information.}

^{Find out more: HERE}

^{Mobile ticket delivery will become the most common way to receive your tickets for Festival Hall shows.}

^{Many of you have already been choosing Mobile tickets at the check-out and entering Festival Hall via a ticket on your mobile device.}

^{Mobile tickets allow you to access your tickets directly through your Ticketmaster Account on your device. It’s the easiest and safest way to access your tickets to your events.}

^{Because there’s no need to carry around physical tickets, your tickets are safe and always accessible via your chosen mobile device, meaning you’re all set to gain entry quickly at the venue when you arrive.}

^{We recommend that you view your tickets prior to attending your event. You have the option to access your tickets in your Ticketmaster Account through the Ticketmaster App or by accessing www.ticketmaster.com.au using your mobile browser.}

^{Mobile tickets may be forwarded to friends and family - this feature is only available on select events. If available, you will be able to click on the Forward button within your order when viewed on www.ticketmaster.com.au (using a web browser on your device) or through the ‘My Events’ section in the Ticketmaster App. The person you are forwarding tickets to will need to already have, or set up, a Ticketmaster account so they can receive the ticket on their device.} 

<sup>*Print-at-Home tickets which were previously emailed to you will not be available as we move our events to Mobile ticketing.

**If you have any issues with your mobile ticket, please make your way to our Box Office located on Dudley St towards the railway end. Our Box Office attendants will be able to assist you on the night of the show.</sup> 

^{Ticketmaster applies a handling fee per transaction, not per ticket, by telephone, internet, mobile device or mail.} 

^{Festival Hall makes every effort to provide accurate information on this website, but cannot be responsible for changes to fees and charges made by the ticketing provider.}

^{Yes, you can collect your tickets at a Ticketmaster outlet listed on this page, prior to the scheduled event date.}

^{The person whose name is on the credit card is the only person who can collect a prepaid ticket. The credit card used to purchase the ticket(s) and photo I.D. must be presented at time of pick up.}

^{Festival Hall Box Office is only open on event nights, 30 minutes prior to the doors opening time (as stated on the event page).} 

^{If you wish to collect your tickets on any other date that is not an event night, you can visit any Ticketmaster outlet.}

^{The person whose name is on the credit card is the only person who can collect a prepaid ticket. The credit card used to purchase the ticket(s) and photo I.D. must be presented at time of pick up.}

^{Yes, Ticketmaster have made it easy to sell the tickets you can no longer use, via the Ticketmaster Fan-to-Fan resale page, meaning another fan can go instead.}

^{For instructions on how to sell your tickets onto another Ticketmaster customer click HERE}

^{FAQ for Fan-to-Fan resale can be found HERE}

^{IMPORTANT NOTICE: Ticketmaster is the only authorised seller of tickets to Festival Hall events. We strongly recommend that you only purchase tickets via Ticketmaster to ensure you receive a legitimate ticket and can therefore enter the Venue.} 

^{Festival Hall advises caution when purchasing tickets through unauthorised sellers or third parties such as Viagogo, StubHub, Ebay or Gumtree online auctions.}

^{Some unscrupulous sellers may also sell the same tickets multiple times meaning you will not be able to enter the Venue for your event. Ticketmaster or the Festival Hall are not able to verify if your tickets are legitimate as they have not been purchased on our system.}

^{Festival Hall is a member of Live Performance Australia, and abides by the Ticketing Code of Practice.}

^{LPA Safe Tix Guide
Ticketing Code of Practice - Consumer Code}

^{Verified Fan is a Ticketmaster system aimed at getting tickets into the hands of fans and out of the reach of bots and resellers.}

^{When an artist decides to use the Verified Fan program, fans who want tickets have to select that specific artist as a favourite or interest in their Ticketmaster account online in advance of the onsale.}

^{Ticketmaster works out if you are a bot or ticket scalper and if you've been 'verified'.}

^{Having selected a particular artist/event in your Ticketmaster account you will be on the list to receive a notification about the event and will be emailed the option to Register as a Verified Fan.}

^{You must Register for Verified Fan for each event you want to attend in order to receive a Unique Code to use to purchase tickets. The Verified Fan registration is in addition to your Ticketmaster Account.}

^{You will receive the code approx. 4 hours prior to the presale time to reduce the chance of codes falling into the hands of unscrupulous sellers.}

^{Registering does not guarantee fans will receive a code or have the ability to purchase tickets. Presale tickets will be available on a first-come, first-served basis.} 

^{If fans miss out on tickets in the Presale, there will be limited tickets available in the general public onsale and codes will not be required for this.} 

^{Before purchasing tickets, carefully review your event, section and seat selection. Policies set forth by our clients, generally prohibit Ticketmaster from issuing exchanges or refunds after a ticket has been purchased. Ticketmaster Purchase Policy.}

^{In the event that a patron is refused entry or removed from the venue during any part of the performance, in accordance with stated conditions, under no circumstances will a refund be offered on the ticket price.}

^{If you are having an issue during an event, please notify one of our front-of-house staff as soon as possible. If you are not proactive in bringing an issue to our notice during an event, a refund after the event has concluded will not be possible.}

^{All refund and exchange requests must be submitted through Ticketmaster, via the Customer Support Form HERE via ticketmaster.com.au for review.}

^{Contact Ticketmaster as soon as you notice the tickets are missing and they will explain the procedures for the event you are attending.}

^{Occasionally, events are cancelled or postponed by the promoter, team, band or venue. Should this occur, Ticketmaster will attempt to contact you to inform you of refund or exchange procedures for that event.}

^{Always ensure that your contact details are up to date on your Ticketmaster account when booking, or when booking at an outlet please provide phone or email contact details so we can contact you in the event of a cancellation / postponement.}