Ticket Terms & Conditions

These Ticket Terms and Conditions (“Terms”) govern tickets purchased from the Australian Museum Trust (ABN 85 407 224 698) (“AM, us, we, our”) and our authorised agents for any exhibition, event, or tour held at the AM (“Event”).

Please read these Terms and the Australian Museum Terms of Entry carefully before purchasing a ticket. The Terms of Entry are available here and are incorporated by reference into these Terms. By purchasing a ticket, you agree to be bound by these Terms and our Terms of Entry. These Terms apply to both the original ticketholder and any subsequent ticketholders (“you”).

These Terms apply to any purchase of tickets made on or after 14 July 2025. If you purchased tickets prior to 14 July 2025, you can contact us for a copy of our previous Ticket Terms and Conditions. The AM may vary these Terms at any time by updating them. Any variations will only apply to ticket purchases made after the date on which these Terms have been updated.

From time to time, certain Events may have additional terms and conditions, in which case, the AM will notify you of the additional terms and conditions at the time of sale. These Terms may not apply to tickets that are purchased from a third-party ticket seller. Where that is the case, you will be notified at the time of sale.

1. Tickets (Pricing, Fees, Availability, Validity)

1.1. Pricing

(a) The AM reserves the right to change published ticket prices at any time, and the new ticket price will apply to all purchases made after the change.

(b) You will not be entitled to a refund if (i) the price you paid for a ticket was at any time before you purchased your ticket less than the price you paid; or (ii) if the price of any other ticket to the relevant Event is subsequently reduced after you purchase your ticket.

1.2. Fees

The price shown for tickets on the AM website includes GST and, where applicable, per ticket fees, but may not include any per transaction fees. Transaction fees are added to your final order, if applicable

If a third-party agent is selling tickets on our behalf, then there may be a further or different booking, handling, or delivery fee associated with the transaction. Any transaction fees will be notified to you at check out.

1.3. Availability

Ticket availability is dependent on the venue capacity limits at the AM. If an Event is sold out, then there is no further availability for that Event. There may be availability at the door, depending on the Event, but the AM recommends you prepurchase your tickets to avoid disappointment.

1.4. Validity

(a) Tickets are only valid if sold by the AM or by an authorised third-party ticket seller.

(b) Tickets are valid only for the specific Event for which they have been issued at the specified date and time on the ticket. Please ensure that you arrive at the AM at least 15 minutes before your scheduled session time.

(c) If your ticket is validated by the AM or any other person for whatever reason, no further entries will be permitted under that ticket. If you attempt to duplicate or reuse your ticket for the purpose of enabling another person to enter the Event, then the ticket is invalid and we will cancel it, you will not be admitted to the Event and are not entitled to a refund or reimbursement.

(d) If you purchased a discounted, concessional, or member ticket, we may ask you to present valid identification and/or your current AM Membership Card evidencing your entitlement to such a ticket. If you cannot produce the required identification following our reasonable request, we reserve the right to deny you entry into the Event.

2. Cancelled and Rescheduled Events

2.1. Notification

If an Event is cancelled or rescheduled, the AM will use reasonable endeavours to notify you via the email you used to purchase your tickets. However, the AM cannot guarantee that you will be informed of such cancellations or rescheduling before the date of the Event. You should monitor your email inbox to ensure you do not miss any notification of a cancellation or rescheduling.

2.2. Cancellation

If the Event is cancelled by the AM for any reason or the AM has provided you with materially incorrect information in relation to the Event, in addition to your rights under the Australian Consumer Law, the AM will either:

(a) refund you the full price of your tickets (excluding any transaction or booking fees from third-party ticket sellers, unless required by the Australian Consumer Law); or

(b) reschedule your ticket to a different time and date (subject to availability).

2.3. Rescheduled Events

(a) If the Event is rescheduled, the AM will transfer your ticket to the new date and time as applicable.

(b) If you are unable to attend the Event at the rescheduled date and time, you must notify us before any specified deadline that you are unable to attend and the AM will cancel your ticket and provide you with a refund of the full price of your ticket (excluding any transaction or booking fees from third-party ticket sellers, unless required by the Australian Consumer Law).

(c) If you fail to notify us that you are unable to attend by any reasonable specified deadline, it will be deemed to be a reconfirmation of your ticket purchase and you will not be able to claim refund or reimbursement as a result of the reschedule, unless required by law.

3. Refunds, Exchanges and Replacements

3.1. Cancelled and Rescheduled Events

The AM will issue refunds for cancelled or rescheduled Events as outlined in clause 2 above.

3.2. Lost, Stolen, Damaged, Destroyed Tickets

Before you purchase your ticket, carefully review the Event details. The AM does not issue refunds or replacements for lost, stolen, damaged or destroyed tickets, unless you notify the AM that the ticket has been lost, stolen, damaged or destroyed, and the AM can verify your purchase and the authenticity of the ticket. The AM may charge you a replacement fee.

3.3. External Factors

Except as required by the Australian Consumer Law (or any other applicable law), the AM does not issue refunds or exchanges as a result of a change in your personal circumstances or due to external factors (such as where you cannot attend due to adverse weather conditions).

3.4. Customer Error

Except as required by the Australian Consumer Law (or any other applicable law), the AM does not issue refunds or exchanges if you have booked the wrong Event or session time, arrived late to the Event or your session time, or did not enjoy the Event.

3.5. Breach of these Terms or our Terms of Entry

If you or a member of your party fail to comply with these Terms or the AM Terms of Entry, then the AM may ask you to leave the AM premises and your tickets will be cancelled, and no exchanges or refunds will be issued.

3.6. Applying for a Refund or Exchange

Where you are eligible for a refund or exchange, you must apply for a refund by at least 2 business days before the scheduled Event by emailing visit@australian.museum and quoting your booking confirmation reference number. If you do not request a refund 2 business days before the Event, the AM is not obliged to provide you a refund or exchange (unless required by the Australian Consumer Law). Proof of purchase may be required for any refund or exchange.

All refunds will be made using the same means of payment as you used for the initial purchase. If you paid by gift card or voucher, you will be issued a replacement gift card or voucher for the amount paid by gift card or voucher.

3.7. Price and fees

Any refunds provided to you by the AM will include the ticket price and any fees (if your ticket is purchased tickets from a third-party selling agent, then any refunds are subject to their policy and may not include refund of transaction fees).

We understand that you may make a donation to the AM at the time of purchasing your ticket. Any refund provided by the AM will be of the ticket price (including any fees) only.

3.8. Limitation of liability

In respect of refunds, exchanges, and replacements, all liability is limited to the amount for which the ticket was purchased. The AM is not liable to you for any other losses as a result of a cancellation or rescheduling of the Event including any travel or accommodation expenses.

4. Resale and Scalping

Tickets must not, without the prior written consent of the AM, be resold or offered for sale whether for a premium or not (including via online auction or other unauthorised resale sites) or used for advertising, promotion or other commercial purposes (including competitions and trade promotions) or to enhance the demand for other goods or services. If a ticket is sold or used in breach of this condition, the ticket may be cancelled without a refund and the ticketholder may be refused admission. The AM will use reasonable efforts to notify you of such action.

SCALPING WARNING: Ticket resales are governed by ticket sales legislation and breaching such legislation may attract severe financial penalties.

5. Liability – Safety, Illness, Injury and Other Losses

5.1. Risk of Injury or Illness

Risks associated with attending an Event may include, without limitation, transmission of COVID-19 or other infectious diseases which may be transmitted in any environment where people gather together and/or injury. While the AM takes reasonable measures to protect visitors, illness or injury can still occur. To the extent permitted by law, the AM disclaims all liability for any loss, injury or damage to any person (including you) or property at the AM premises (except for where liability cannot be excluded including for personal injury or death).

5.2. Safety Protocols

You must follow all directions by AM staff and security, and comply with the AM’s Terms of Entry. If you are injured or distressed, immediately ask AM staff or security for assistance or directions. By purchasing a ticket, you agree to accept these terms and conditions in your personal capacity and on behalf of any accompanying minor. You assume all risks incidental to the relevant Event.

5.3. Liability for Other Losses

Unless required by law, including the Australian Consumer Law, the AM will not be responsible or liable to you for:

(a) any loss in relation to personal arrangements and expenditure, including travel, accommodation, hospitality and other costs which have been arranged by you at your own risk, even if any loss has been caused by the cancellation or rescheduling of an Event for which you have purchased tickets. You may wish to explore options for insurance; and

(b) any loss of enjoyment or amenity, including where an Event has been cancelled or rescheduled;

(c) if admission to the Event or the AM premises is refused or revoked at any time due to your breach of these Terms or the AM’s Terms of Entry;

(d) any personal property taken into the Event or AM premises or any loss of such property; and

(e) any delay or failure by the AM to perform any obligation under these Terms due to events beyond its reasonable control, including but not limited to acts of God, natural disasters, pandemic or epidemic, terrorism, civil unrest, industrial action, power failures, or government restrictions (“Force Majeure Event”). If a Force Majeure Event occurs, the AM will make reasonable efforts to notify affected ticketholders and provide options for rescheduling or refunds in accordance with Section 2.

5.4. Maximum Liability

Where liability cannot be excluded by law, including the Australian Consumer Law, the maximum liability that the AM will have under any circumstances is the face value of the ticket purchased plus any relevant transaction fee. Nothing in these Terms seeks to exclude or limit the AM’s liability which cannot be excluded by law.

6. Ticket Limits

When purchasing tickets for a particular Event you may be limited to a specified number of tickets. If you exceed the stated ticket limit, you may have any or all of your orders and tickets cancelled without notice by the AM or our authorised third-party ticket seller at the AM’s discretion.

7. Privacy

The AM collects your name, email address, billing address, and payment method in order to process your transaction and issue you with a ticket. The AM uses your personal information to provide you with important information about your visit or Event, notify you of any changes or cancellations to Events, respond to your inquiries and provide customer service, and to verify your identity where required for concession or member tickets. When you visit the AM, we may also collect information for security purposes, including CCTV footage in public areas to maintain the security and safety of our premises. With your consent, we may also send you information about upcoming exhibitions, events, promotions and fundraising campaigns from time to time. Your personal information is collected and stored in accordance with our Privacy Statement. By purchasing a ticket, you acknowledge that you have read and understood our Privacy Statement. You can opt out or unsubscribe from receiving communications from the AM at any time by contacting privacy@australian.museum.

8. Accessible Tickets

(a) Companion Card holders are entitled to free admission for their companion. The Companion Card must be presented at entry.

(b) The AM is committed to providing accessible facilities for all visitors. Visitors requiring accessibility accommodations should notify the AM at the time of booking or at least 48 hours prior to their visit by emailing visit@australian.museum.

9. Refusal of entry

The AM reserves the right to refuse entry or exclude or request the removal of any visitor who:

(a) fails to comply with these Terms or the Terms of Entry;

(a) exhibits disruptive, offensive or inappropriate behaviour;

(b) engages in conduct that may endanger the safety or experience of other visitors, AM staff, or museum property; or

(c) for any other reasonable cause.

Refunds will not be provided to visitors who are denied entry or removed from the Event or premises in accordance with this section 9.

10. Currency

Unless otherwise stated, all prices are in Australian Dollars.

11. Disputes

In the event of a dispute relating to these Terms or your ticket purchase, you agree to contact the AM in writing at feedback@australian.museum to attempt to resolve the matter informally before taking any further action.

12. Law & Jurisdiction

These Terms are governed by the laws of New South Wales, Australia and you agree to submit to the exclusive jurisdiction of the courts of New South Wales.

13. Additional terms and conditions may apply to Group Bookings and AM Memberships

Please refer to Group Bookings Terms and Conditions for additional T&Cs that apply to Group Bookings.

Australian Museum Members also access discounts to the Museum Shop, cafes and have other unique benefits. Refer to Membership Terms and Conditions.