Ticketing Terms and Conditions

Black Swan State Theatre Company (‘Black Swan’) is an Australian Organisation and the prices displayed on this website, and in all publications – both online and print – are in Australian Dollars (AUD) only.

Tickets sold or issued by Black Swan are subject to the Live Performance Australia (LPA) Ticketing Code of Practice and the Black Swan Terms and Conditions of sale. Any person purchasing a ticket or attending an event agrees to abide by these terms and conditions.

LPA Ticketing Code of Practice (2021) is a voluntary industry code setting out industry best practice standards of consumer protection for the ticketing of live entertainment events in Australia. Information on the Code and copies of it are freely available via the web or at the time of booking from the Black Swan Box Office.

Transactions must be processed through an Authorised Agent. Tickets are only valid when transacted through an Authorised Agent. Black Swan reserves the right to cancel and not refund any Ticket it reasonably believes has been bought or sold by an Unauthorised Seller.

We are always an Authorised Agent for Transactions relating to selling tickets to our events and performances. Alongside Black Swan, the following arts organisations are always Authorised Agents for Events co-presented with them or in their venues:

• Arts Culture Trust

• Perth Festival

• Yirra Yaakin Theatre Company

If an Event has additional or different Authorised Agents, these will be listed on the Event page on our website.

For transactions that you make from an Unauthorised Seller:

• Transactions may be cancelled without notice and without refund. The Authorised Agents have no responsibility for providing you with a refund in these circumstances.

• Ticket holders may be refused admission to an Event.

• We will not be able to provide customer service and support to you for your transaction, which includes any confirmation of Ticket validity, any communication about the Event and any refund that may be available regarding the Event.

Black Swan is committed to providing an environment where all audience members, including babes in arms and young children, can be accommodated in a way which ensures every person in the theatre can have an enjoyable experience free of distraction or interruption from other audience members.

For the majority of Black Swan performances children who have not yet turned two years old may be admitted into an event at no cost and without a ticket. In these cases, children will not be allocated a seat and must be seated on the lap of a parent or guardian for the duration of the event.

Young children who are not babes in arms and/or are over two years old are required to have their own seat and have a paid ticket.

Black Swan accepts Companion Cards for all productions. Present your Companion Card when you are booking your ticket and you will be required to pay only for your own ticket, a second ticket will be issued for your companion at no charge.

Concessions must be Australian Issued and valid at the time of booking. Full or partial refunds are not available if you become eligible for a concession after you have booked. Proof of concession may be required to be provided to gain access to the venue or event if being admitted on a concession ticket.

Ticket holders must adhere to the performance venue and Black Swan policies when attending Black Swan performances. Failure to comply will result in tickets being rendered void.

Black Swan primarily use Arts Culture Trust venues (including State Theatre Centre, Subiaco Arts Centre & His Majesty’s Theatre) and their conditions of entry can be found here. For non Arts Culture Trust venues please check the venues website for their conditions of entry or contact Black Swan to provide.

You may be refused entry to an Event of evicted from an Event at the sole discretion of Black Swan or Venue management in any circumstance including the following:

• where you arrive at the venue of the Event after the commencement time of the Event;

• where you produce a Ticket that has been handled or dealt with in a way that is contrary to the Terms and Conditions;

• where you cannot produce proof of your concession entitlement where a concession Ticket has been purchased;

• where you produce a Ticket that has been identified by Black Swan, the owner or proprietor of the venue of an Event (Venue Manager) or a person authorised by Black Swan or a Venue Manager to sell Tickets or goods and services relating to Tickets (Ticketing Service Provider) as having been sold or offered for resale for a profit by any person or organisation that is not authorised by Black Swan, the Venue Manager or a Ticketing Service Provider (i.e. a 'scalped' ticket);

• where you have in your possession or refuse to surrender to the Venue Manager any object or article including but not limited to photographic or recording equipment, food or alcohol, that is not permitted to be brought into or used in that venue;

• where you refuse to undergo a physical search or a search of your possessions where such a search is requested by Black Swan, the Venue Manager or a Ticketing Service Provider;

• where you behave in a manner which may cause property damage or that threatens the safety of any other person;

• where you are behaving in a manner that unreasonably interferes with other Ticket holders' enjoyment of the Event, including through the use of cameras, mobile phones, personal computers, paging devices or other electronic devices;

• where you otherwise breach the Venue Manager's conditions of entry or fail to follow the reasonable directions of the staff or agents of Black Swan, the Venue Manager or a Ticketing Service Provider; or

• where you refuse to remain in the area or seat designated on your Ticket.

Content warnings (such as adult themes and coarse language) are noted on the website page for each production and included in the pre-show information email sent to all customers. This information is most up-to-date one week prior to the first Preview of a production. Show warnings are also displayed in the theatre foyer during the production. For detailed information about each production please see our detailed content warnings. Please note that detailed warnings may contain spoilers.

Subscribers and single ticket holders are entitled to exchange tickets to performances within the same season. Tickets can be exchanged to another date of the same production provided the request is received by Black Swan at least 24 hours prior to the performance date indicated on the ticket.

Exchanges are subject to seating availability and depending on the replacement show selected there may be a difference in price.

An exchange fee of $3.95 applies to single ticket buyers (those that are not a subscriber or part of Black Swan’s Friends Program). Exchange fees are waived for subscribers & members of the Friends program.

You are welcome to purchase a Gift Voucher to any monetary value which can be redeemed for tickets or used for donations.

Gift Vouchers and unused portions of Gift Vouchers should be spent within 36 months from the date of purchase, which is the “expiry” date displayed on the Gift Voucher.

Any unused balance will not be refunded or credited on expiry. Gift Vouchers are non-refundable. Gift Vouchers cannot be redeemed for cash. Additional values cannot be added to an existing voucher; however, additional vouchers may be purchased.

Only Gift Vouchers issued by the Black Swan can be redeemed through the Black Swan website and Black Swan Box Office. Gift Vouchers issued by other Authorised Agents must be redeemed through that Authorised Agent.

If your transaction exceeds the amount of your Gift Voucher, you must pay for the balance with an alternate available payment method.

Gift Vouchers replacements will not be issued for lost or stolen Gift Vouchers.

The standard fees and charges must be applied to all Gift Voucher transactions.

We may request an alternative form of payment if we have reason to believe that a Gift Voucher has been fraudulently obtained and is being used to make purchases.

The performance will commence promptly at the advertised time. Black Swan reserves the right to admit latecomers only when/if there is a suitable break in the performance, and to relocate seating. Venue Management reserves the right to refuse admission; this policy is to prevent disruption to other patrons and the performance.

Black Swan reserves the right to change any element of its Events including but not limited to an alteration, cancellation and re-scheduling of Events.

Black Swan reserves the right to add, withdraw or substitute artists.

Black Swan reserves the right to vary ticket prices, and/or vary advertised programmes, seating arrangements and audience capacity.

Black Swan will endeavour to advise you as soon as possible if an Event has been re-scheduled or cancelled and whether you are entitled to entry to a re-scheduled Event. If you are entitled to entry to a re-scheduled Event, then Black Swan will endeavour to ensure you are seated in a similar location in the re-scheduled event.

In the interests of maintaining fair access to Tickets, we may place limits on the number of Tickets and / or Products that you can purchase. Black Swan reserves the right to cancel any transaction exceeding those limits.

Black Swan will advise of any known restricted viewing information prior to the purchase of a Ticket.

The use of automated means to Transact is strictly prohibited. Black Swan reserves the right to cancel any transactions where it is known or reasonably suspected that automated means have been used to Transact.

All prices are quoted in Australian dollars and are inclusive of GST (where applicable).

Tickets advertised at a particular price will be available at that price for a reasonable period of time and in reasonable quantities.

Ticket and Product prices may be subject to demand-based pricing changes without notice. This may see prices increase or decrease at any time without notice during a sales period.

Fees may apply to each transaction. A breakdown of applicable fees is available prior to Transacting.

You warrant that you have the authority to make payment for your transaction and that you own / hold or have express permission of the owner / holder of the credit card or other payment facility used to complete the transaction.

If the amount paid by you for your transaction is incorrect for any reason (including item price and fee amount where the error was due to an error in a price posted on the Black Swan website or otherwise communicated to you or human error or technical malfunction), Black Swan may cancel the transaction and refund you the amount paid. Where the purchase was a Ticket, Black Swan may offer you a replacement Ticket to you at the correct price.

We reserve the right to change any element of our sales structure, including but not limited to reserves, capacities and pricing, at any time and without notice.

You may be asked to provide personal information (including email address, postal address and other contact information) when Transacting. Please ensure that you provide current, complete, and accurate information. If you do not provide personal information when requested, we may not be able to fulfil your transaction and may not be able to contact you to give you information about an Event or to advise you of changes to the Event including cancellation.

By Transacting, you consent to the collection, use, disclosure and handling of your personal information as set out in our Privacy Policy.

Tape recorders, video cameras and cameras may not be brought into any Event and all pagers and mobile telephones must be turned off before entry.

You will be entitled to a Ticket refund as required by law (including the Australian Consumer Law). Provided that you purchased your Ticket through an Authorised Agent, you will be entitled to a refund on your Ticket where:

• The Event is cancelled and not rescheduled.

• The Event is rescheduled, and you cannot or do not wish to attend.

• The Event is significantly relocated, and the nature of the experience and/or geographic location of the Event is fundamentally altered by the relocation.

• An Event is cancelled due to unforeseen circumstances that arise during the Event, leaving the Event uncompleted. (Note however that if a substantial proportion of the Event is completed then, depending on the circumstances, Black Swan may determine that a refund or exchange is not warranted in which case a refund or exchange right will not apply).

In the case of Event reschedules and relocations, we will advise you of the cut-off date for requesting a refund.

You will not be entitled to a refund or exchange if:

• Your Ticket was free or complimentary.

• You did not enjoy the Event or were dissatisfied with the Event.

• You are unable to attend for reasons outside the Black Swan’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; lack of nearby parking, or where you choose not to attend the Event.

• You arrive late to an Event and are refused entry on the grounds that latecomers will not be admitted, or you are delayed admission or readmission until a suitable break in the Event.

• You have been refused entry to or evicted from the Event or Venue.

• A performance has been made by an understudy in the place of a main performer, provided that you have been made aware of the use of an understudy at the Event.

• Where multiple casts perform across a season, you were not satisfied with the cast at a particular performance.

• An opening or support act is cancelled or replaced or if the acts appearing at a festival change, provided that you are made aware of the cancellation, replacement or change at the Event.

• The advertised Ticket price is changed in response to varying levels of consumer demand.

• Additional seats or additional dates are released for presentation of the Event.

• Tickets for a general admission Event are lost or stolen.

Refunds will be paid to the original Ticket purchaser and original method of payment. Proof of identity and and/or proof of purchase (including the original ticket) may be requested.

Refunds may not necessarily be available at the Venue and at the time the refund is requested.

Refunds will be limited to the face value of the Ticket plus any fees. 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, Black Swan will not refund fees relating to other Tickets.

Unless required by law, the Black Swan will not reimburse you for auxiliary expenses incurred in connection with your attendance or non-attendance at an 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.

Unless required by law (including the Australian Consumer Law), Products and donations will not be refunded or exchanged.

Tickets for performances and events are valid only when purchased from an agent authorised by Black Swan to sell or distribute tickets. Tickets may not, without Black Swan’s prior written consent, be on-sold or offered for sale at a premium, offered as a prize or inducement, packaged or otherwise used for advertising, promotional or other commercial purposes. Black Swan reserves the right to cancel any ticket sold or offered for sale or otherwise provided or distributed in breach of this condition, without refund to the consumer.

When you Transact with us you will be given an order number to confirm your transaction. If you do not receive a order number or are otherwise concerned that your transaction was not successful, you must contact us for confirmation of your transaction. Black Swan takes no responsibility for incomplete transactions including where you have not received a confirmation number but have made no attempt to confirm the transaction.

Delivery will only be made upon receipt of full payment for your transaction. For Tickets, you may request one of these delivery methods, additional fees may apply.

Digital Ticket: Delivery of Tickets via email. Each valid digital Ticket has a unique identifier. This unique identifier allows one entry only so please ensure that each individual attending the Event has their own digital Ticket. Do not post your digital Ticket online or give a copy of your digital Ticket to anyone.

Post: You should allow a minimum of 14 days for Tickets and / or Products to be delivered. Tickets may only be sent to addresses in Australia.

Venue Collection: Available to collect during Customer Service operating hours for the Venue 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. If collecting a Product, we recommend calling the Venue in advance to ensure your Product is in stock and available for collection.

Black Swan at its discretion reserves the right to hold Ticket delivery via any method and not issue Tickets (including digital and reissued Tickets) until up to one hour prior to the Event advertised start time.

It is your responsibility to keep your Tickets safe. Replacement of lost, stolen or missing Tickets may be permitted at our sole discretion and fees may apply. Black Swan may not provide replacement Tickets where Tickets are for general admission rather than allocated seating.