Ticketing Terms and Conditions
General Terms and Conditions for Tickets and Attendance at Sunset Piazza

1. Application of General Terms and Conditions
The sale of tickets for, and attendance at, an Event at Sunset Piazza are subject to these General Terms and Conditions as well as any specific terms and conditions notified at the time of ticket sale. 
By acquiring a ticket for an Event and/or seeking to attend an Event, you agree to these Terms and Conditions. 
By purchasing a ticket on behalf of someone else, you undertake to inform them of these General Terms and Conditions and any other terms and conditions notified at the time of sale. 

In these General Terms and Conditions:

2. Refunds and Exchanges
The Sydney Opera House is not required to refund tickets which have been cancelled due to fraud or a breach of these General Terms and Conditions.

The Sydney Opera House will not be responsible for refunding resold tickets, including those purchased from unauthorised resellers. Otherwise, you are entitled to a refund if the City cancels an Event or reschedules it to a time more than 2 hours earlier or later than originally programmed and you cannot or do not wish to attend the rescheduled Event.

You are also entitled to a refund if the Sydney Opera House issue a ticket to you by mistake and the City is unable to provide you with the Event in question.

Sunset Piazza is an all-weather event and you will not be entitled to a refund if you choose not to attend an Event due to inclement weather.

If you believe an Event you have attended was not provided substantially as advertised, the Sydney Opera House will give reasonable consideration to your request for a refund. However, the Sydney Opera House reserve the right not to provide a refund: 

a)    for change of mind, merely because you did not enjoy the Event, performance or Sunset Piazza, you arrived late or did not attend;
b)     if you were refused entry or removed due to your breach of these General Terms and Conditions or for the reasons described in section 5; or
c)     if, despite our reasonable diligence, the cause was outside the control of the City or the Sydney Opera House.
If you believe you are entitled to a refund you should apply within five days after the Event’s scheduled commencement - or (where relevant) by the cut-off date advised in our communication regarding a new date for the Event. If you do not seek a refund within a reasonable timeframe the Sydney Opera House may not provide you with the requested refund, unless required by law. 

Any refund payable will be made to the original purchaser, and when practicable to the original form of payment used to purchase the ticket.

The Sydney Opera House will not be responsible for any expenses incurred or to be incurred by you, for example travel, car parking, child care, accommodation or other goods or services, even if the Event is cancelled. You should consider whether insurance is appropriate for your circumstances.

3. Lost Tickets
It is your responsibility to keep your tickets safe. Replacement of lost, stolen or missing tickets may be permitted at the Sydney Opera House’s sole discretion and fees may apply. The Sydney Opera House will not replace lost, stolen or missing tickets that have been resold

4. Changes
While the Sydney Opera House endeavour to keep you informed, details may change sometimes with little or no notice. For example, artists or other participants may be added, withdrawn or substituted or the location may change.

Despite any seat number on your ticket, the Sydney Opera House do not guarantee you any particular seat and reserve the right to move an audience member to another seat for operational reasons or where unforeseen production elements may impact the view from or require the use of the seat (such as for production equipment).

If you’re required to be re-seated,  reasonable endeavours will be carried out to ensure it is in a location of at least comparable value to the seat you booked or refund you the difference in value.

The Sydney Opera House make every effort to ensure ticket pricing is correct but we reserve any rights we may have to correct genuine errors. 

5. Refusal of Admission
The City may refuse entry to an Event or have you removed from Sunset Piazza on valid grounds, including if:
a)     you fail to comply with these General Terms and Conditions or the Covid–19 Conditions of Entry described in section 
b)     the Sydney Opera House have not received payment for your ticket or you are unable to produce a ticket;
c)     you are intoxicated or you behave in a threatening, disruptive or offensive manner;
d)     you interfere unreasonably with another visitor’s enjoyment of the Event or their attendance at Sunset Piazza or with the City’s staff carrying out their functions; or
e)     as specified elsewhere in these General Terms and Conditions.

The City may need to refuse admission for safety or security reasons, in which case, and provided that you have in no way contributed to the circumstances of the refusal, the Sydney Opera House will refund your ticket if it was purchased in accordance with these General Terms and Conditions.

Unless otherwise specified, the City does not provide supervision of children. All children requiring supervision must be accompanied by a supervising adult at all times and may be refused admission or attendance if not accompanied by a supervising adult.

Latecomers may be admitted to a performance during a suitable break.

Without limiting the City’s rights in this section, the City reserve the right to move an audience member to an alternative seat where the City believes they are causing disruption to artists, performers or other audience members or are interfering unreasonably with others’ enjoyment.

6. Venue Information and Conditions of Entry
Sunset Piazza is an all-weather venue and an Event will only be cancelled if it is unsafe to proceed due to severe weather conditions or poor air quality. You should come prepared in case of unfavourable weather conditions. Whilst umbrellas are permitted onsite, they must not be used during the performance.
This is not an all ages venue. Persons under the age of 18 must be under the direct supervision of a responsible adult at all times. The definitions of a responsible adult, in relation to a minor, means an adult who is--
a parent, step-parent or guardian of the minor, or
for the time being standing in as the parent of the minor.
The City may refuse entry, remove from Sunset Piazza, or refer to the police any persons under the age of 18 who, in the opinion of the City, are without responsible adult supervision.

Bags larger than 35cm in height, 20cm in width and 30cm in length (i.e. too large to be stored under a single seat) or equipment (such as folding chairs and tables) will not be permitted onsite. 

Please minimise the belongings you bring with you as cloaking facilities are not available. Bags and personal belongings may be subject to visual inspection.

Persons wishing to bring personal items into Sunset Piazza are to do so at their own risk. The City will not be held responsible for any damages to, loss or theft of your personal property.

Umbrellas, prams, backpacks, larger bags and other items that may be hazardous or restrict the movement of persons may not be permitted.

Prams will only be permitted when the accompanying person holds a ticket marked pram seating. There is no pram parking available onsite.

Other items that are prohibited to be brought into Sunset Piazza include, but are not limited to: glass or cans; alcoholic beverages and illegal substances; flares, fireworks, explosives, smoke bombs and other flammable devices; laser pointers; knives, weapons or other items that could be used as weapons; oversized banners and flags; whistles, hooters and horns; streamers, confetti or shredded paper; scooters, roller skates, skateboards and bicycles; drones or unmanned aerial vehicles; animals (other than service animals). 

You must remain in your allocated seat, unless using facilities within Sunset Piazza.

Pass-outs will not be issued.

Smoking is not permitted within Sunset Piazza.

You must switch your mobile phone off or to silent while in Sunset Piazza. 

Persons who cause a disturbance or refuse to comply with requests made by venue staff will be denied entry or asked to leave.

A person must not attempt to conceal their identity, either at the point of entry or while inside Sunset Piazza. The City will respect cultural differences and medical conditions, but reserves the right to either refuse entry or remove anyone who covers their face with a scarf, balaclava, mask, helmet, etc (other than a mask required under clause 7).

Persons wearing or otherwise displaying inappropriate or unauthorised commercial, political, religious or other offensive images, logos etc may be denied entry or asked to remove or cover such items prior to entry.

Any person who attempts to enter Sunset Piazza after being asked to leave may be reported to police.
Commercial activity including promotions, marketing, photography and filming are not permitted, unless expressly authorised by the City. Cameras and audio/visual recording devices for commercial purposes (including tripods) will not be permitted.

Additional conditions of entry in relation to Covid 19 are set out in clause 7.

7. Covid–19 Conditions
As a result of Covid-19, and in line with public health orders and the requirements of NSW Government, this clause 7 sets out requirements specific to Covid-19. These requirements do not change the arrangements and details otherwise set out in these General Terms and Conditions. If there is an inconsistency between clause 7 and the remaining General Terms and Conditions, the terms of clause 7will apply (except where indicated). 

Due to the uncertain nature of Covid-19, requirements may change from one day to the next. Consequently, the City and the Sydney Opera House may need to make changes to these General Terms and Conditions from time to time.
Attending Sunset Piazza while under quarantine or isolation orders is prohibited, and if you appear to have Covid-19 symptoms the City may need to deny you entry or ask you to leave. Attending Sunset Piazza when unwell places others as well as yourself at risk. For the safety and wellbeing of everyone, you must not come to Sunset Piazza for an Event if you:
If a ticket holder can no longer attend a performance due to the circumstances referred to in this section, you must contact the Sydney Opera House on (02) 9250 7777 or bookings@sydneyoperahouse.com no later than 5pm before the scheduled Event in order to enquire about a refund. We encourage you to put your enquiry to us in writing. These options are available for all ticket holders but can only be exercised by the person who has made the booking. 

The Sydney Opera House reserves the right to request further information regarding the circumstances which apply to the affected ticket holder.

Please also consider your own safety and wellbeing - is attending the right thing for you? By visiting Sunset Piazza at this time, you voluntarily assume the risks posed by Covid-19. 

You and all accompanying ticketholders must wear a face mask while at Sunset Piazza. You may only remove a face mask while eating or drinking, which is only permitted whilst seated in your ticketed/allocated seat. 

You and all accompanying ticketholders attending an Event must check-in to Sunset Piazza using the Service NSW Covid-19 Check-in App. 

The City will be minimising contact during the scanning or checking of tickets – please have your ticket handy either printed or on your phone.

Practise physical distancing at all times and follow guidance given by the City’s staff, signage and markings. Please sit only in in the seat(s) allocated to you/your group – no change of seats is permitted.

Floor markers and signage will be visible throughout Sunset Piazza to promote physical distancing.

The City has increased cleaning of high-traffic and high-touch areas with hospital-grade disinfectant, and hand sanitiser stations have been prominently positioned in all paths of travel, frequently accessed areas and outside bathroom facilities.

Practise safe hand hygiene - wash hands regularly and make use of the many hand sanitising stations at Sunset Piazza.
Follow NSW Health etiquette for coughs and sneezes – use a tissue or your elbow, dispose of tissues promptly and hygienically, and practise safe hand hygiene.

8. Photographs, Recordings and Privacy
The City reserve the right to record, broadcast and/or telecast any Event at Sunset Piazza and you consent to the use of any image or recording taken of you, and anyone for whom you are responsible, while on the premises. The City is not obliged to use, broadcast or provide to you any such recording.

The City uses closed circuit television (CCTV) cameras at Sunset Piazza. For more information on how your personal information is collected, used, disclosed or stored, please see the Sydney Opera House Privacy Statement.

9. Liability
To the extent permitted by law, neither the City nor the Sydney Opera House will be responsible or liable for any loss, damage or injury however caused or any consequential loss or damage, arising from your visit to Sunset Piazza, and you assume all risk associated with your visit to Sunset Piazza.  

You are responsible for making your own inquiries before deciding whether an Event is suitable for you to attend.
You are at all times responsible for your personal possessions such as bags, mobile phones and other items you carry with you, and must not leave any of your possessions unattended at any time.

The liability of the City or the Sydney Opera House to you in relation to tickets is limited to the obligations specified in these General Terms and Conditions and obligations under applicable laws and the Live Performance Australia Ticketing Code of Practice – Consumer Code.

The Australian Consumer Law provides certain statutory guarantees for consumers which cannot be excluded, for example that services will be provided with due care and skill. Nothing in these General Terms and Conditions modifies or excludes those guarantees. 

10. No Waiver
The City and the Sydney Opera House reserve the right to enforce these General Terms and Conditions if:
a)     you have purchased a ticket to an Event in contravention of these General Terms and Conditions and you attempt to attend the Event; or
b)     The City and the Sydney Opera House have not enforced their rights under these General Terms and Conditions on a prior occasion.

11. Complaints
We value your feedback, both positive and negative. You can provide your comments about Events and Sunset Piazza by emailing: Customer Feedback Sunset Piazza Email: info@sunsetpiazza.com.au

If you experience a problem or issue with the City’s Event or services at Sunset Piazza, please let City staff know promptly and we will use reasonable endeavours to address the issue. If you wish to make a complaint about the Event or Sunset Piazza, we ask that you do so in a timely manner and in any event within five working days after the relevant Event or issue.

12. Changes to these General Terms and Conditions
The City may amend these General Terms and Conditions from time to time by updating them on the Sunset Piazza and Sydney Opera House website. You should review them before purchasing tickets to and attending an Event at Sunset Piazza.

These General Terms and Conditions were last updated on 9 March 2021.