Under the Southern Stars - Ticket Updates
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TOP 4 FAQ'S

WHY DID I GET TICKETS: I THOUGHT I ASKED FOR A REFUND?

Our instructions to obtain a refund (on the transfer form, our website FAQ's and in emails that were sent in response to queries) were that all refund requests needed to be submitted, prior to 5pm December 15th via the Eventbrite account associated with the tickets.

We exported all ticket data from the Eventbrite system a little after 5pm on December 15th, which automatically excluded any tickets that already had a pending refund request within the required timeframe.

These are the tickets that have been reissued, since as we had stated, any tickets not requested to be transferred or with a refund request submitted via Eventbrite, would be automatically reissued.

Please refer to the specific Venue / Event page previously to be able to transfer your tickets if required, or register to receive tickets of equal value to the next UTSS Event - both options will require that they are submitted prior to 5pm EST, March 10th 2021 to be processed.


WHERE IS MY REFUND?

We understand that it feels as though you've been waiting for a refund for 2 years, however our refund window only closed on December 15th, 2021 and as advised, we commenced processing refunds on January 31st.

We appreciate your frustrations, however we are simply unable to provide anyone with an 'update' or 'status' of their refund.

What we can tell you is that if your refund request was correctly submitted via the relevant Eventbrite account between November 24th and prior to 5pm AEST December 15th (or December 1st for Adelaide ticket holders) for each Eventbrite Order Number required, they are being processed and will be approved in due time.

If you did not submit your refund request via your Eventbrite account before this time and date, you will already have received, or will be receiving, your reissued tickets. This is simply based on the data export from Eventbrite just after 5pm December 15th, which automatically excluded pending refunds. This is in line with our refund information which stated: Should you miss the refund request cut off date, we will re-issue your event tickets and we'll see you at the show in March!


I DID NOT GET AN EMAIL FROM YOU

Please whitelist our emails! We receive many queries over again because the replies we send are not getting through. Please check your junk / spam folders!

We understand that some of you are getting incredibly frustrated because you don’t think we are responding! There is also the issue of people no longer having access to the email address they used to purchase their tickets originally, or they have made a small error when typing their email address when purchasing tickets or contacting us. Or you've changed emails but we are sending to the email address associated with your ticket purchase. These are all reasons why you may not have received the emails we have been sending.

We did introduce an auto-response due to the volume of similar queries recently. We know you would rather us get on with the task of processing ticket transfers and refunds, so we put together a fairly comprehensive PDF of the main queries. If your email recently is covered by the topics covered in the PDF we will not be responding at this time. This is not to be dismissive; it is simply so we can be as efficient as possible in handling all the requests and things that need attending to before show day!

We thank you for your understanding.

MY CREDIT CARD HAVE EXPIRED / BEEN CANCELLED

If your payment method / credit card has expired, Eventbrite will be in touch with you to discuss alternative arrangements, once the refund has been approved.

All refunds must be directed back to the original purchase method, however if that card has expired or been cancelled, the refund will bounce back to the ticket provider. They will then be in contact with you directly via email to arrange updated or alternative arrangements.

Once the refund has been issued and bounces back, the typical time frame for you to be contacted by the ticket provider would be within seven (7) days (time frames may vary).