General Terms and Conditions for tickets and attendance at events

Sydney Opera House COVID Safety 

While NSW Government COVID Safety requirements are in place, the terms and conditions under this section 2 will apply. 

1. Please stay at home if you are unwell or pose a risk to others. While this section is in effect, we may in our absolute discretion offer the flexible ticket arrangements set out below.

2. Flexible ticket options

   1. If a ticket holder can no longer attend an Event at our venues due to the circumstances referred to in a) above please contact our Box Office on 1300 SOH TIX or 1300 764 849 or bookings@sydneyoperahouse.com no later than 2 hours before the scheduled start of the Event in order to enquire about flexible ticket options. 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. They are not available for online tours or digital performances where you do not attend our site.

   The flexible ticket options available will also depend on the production and the presenter. Our presenters include Sydney Opera House Presents; Australian Chamber Orchestra, Bangarra Dance Theatre; Bell Shakespeare; Opera Australia; Sydney Theatre Company; Sydney Philharmonia Choirs; Sydney Symphony Orchestra; and The Australian Ballet, as well as any other third party presenters and hirers who have Events at Sydney Opera House.

   We reserve the right to request further information regarding the circumstances in a) which apply to the affected ticket holder.

Exchange

1. You can exchange the ticket for a different performance of the same production, subject to availability. If you exchange for a lower value ticket, we will refund you the difference in the ticket price. If you exchange for a higher value ticket, we will charge you the difference in the ticket price; or
    
2. You can exchange the ticket for a different production by the same Presenter which is currently on sale at the Sydney Opera House, subject to availability. If you exchange for a lower value ticket, we will refund you the difference in the ticket price. If you exchange for a higher value ticket, we will charge you the difference in the ticket price.

Credit Note/Gift Voucher

1. If a ticket exchange is not available we may issue you with a credit note for the full value of your ticket, which can be redeemed for a future Event by the same Presenter at the Sydney Opera House, subject to availability. Alternately, we may issue you with a Sydney Opera House gift voucher for the full value of your ticket. Credit notes and gift vouchers will be valid for 3 years from the date of issue and are transferable.

Refunds

1. Except where required by law, we will only provide refunds in our absolute discretion. Any request for a refund must be made no later than 2 hours before the scheduled start of the Event by contacting our Box Office on 1300 SOH TIX or 1300 764 849 or bookings@sydneyoperahouse.com. If you have called us, you must, as soon as possible and ideally within 24 hours, follow up with a written request.
    
2. We reserve the right to require further information or documentation to substantiate which circumstances in a) apply before issuing a refund. Please see our Customer Privacy Statement for more information.
    
3. While we consider your request for a refund we may issue you with a credit note for the value of your ticket. If a refund is issued the credit note will be cancelled and the refund will be made for the value of the ticket, minus any amount from the credit note which has been redeemed. 
   
   We are not responsible for any expenses you incur or may incur in relation to the requirements or options set out in this section 2.
   
    

1. You agree that Sydney Opera House tickets cannot be resold for more than 110% of the original supply cost. Tickets resold for more that this amount are subject to cancellation in accordance with the General Terms and Conditions. We may request evidence of the resale price paid in order to enforce this resale restriction. We will consider any authentic evidence which can reasonably prove that the resale price paid was no more than 110% of the original supply cost. This evidence may include:

   1. a bank statement;
   2. a resale account receipt;
   3. a tax invoice;
   4. official documentation which evidences the original acquisition cost and resale price paid; and
   5. correspondence between reseller and buyer accompanying any of the above.

   The Sydney Opera House is the only authorised ticket seller for Events at the Sydney Opera House, unless we specify on our website that there are other authorised ticket sellers for a specific Event. We strongly recommend you only purchase tickets from an authorised ticket seller.
   
   If you purchase tickets from another source, such as Ticketmaster Resale, Viagogo, Ticketbis, eBay, Gumtree, Tickets Australia or any other unauthorised reseller, you risk that these tickets are fake, void or have previously been cancelled. Purchasing tickets from an unauthorised ticket seller means that we cannot provide a refund if an Event is cancelled, and we cannot inform you of important changes to Event times, parking arrangements and production details.
   
   Tickets must not be sold or marketed as inclusions in packages with unrelated products or used in advertising unless authorised by us in writing.
    

Refunds and Exchanges

We are not required to refund tickets which have been cancelled due to fraud or a breach of these General Terms and Conditions.

We will not be responsible for refunding resold tickets, including those purchased from unauthorised resellers. Otherwise, you are entitled to a refund if we cancel an Event or reschedule 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 we issue a ticket to you by mistake and we are unable to provide you with the Event in question.

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

1. for change of mind, merely because you did not enjoy the Event, performance or venue, you arrived late or did not attend);
    
2. if you were refused entry or removed due to your breach of these General Terms and Conditions or for the reasons described in section 8; or
    
3. if, despite our reasonable diligence, the cause was outside our control.

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 or venue for the Event. If you do not seek a refund within a reasonable timeframe we may not provide you with the requested refund, unless required by law. If you purchased your ticket from another authorised ticket seller, you should apply to them for your refund.

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

We 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.

We may, in our sole discretion, exchange your tickets between performances for certain productions. Only tickets for future performances are eligible for exchange and seat placement may differ. A fee and other conditions may also apply. Enquiries for ticket exchange should be directed to the Box Office.
 

Refusal of Admission

We may refuse entry to an Event or have you removed from the venue on valid grounds, including if:

1. you fail to comply with these General Terms and Conditions or the Sydney Opera House Trust By-law;
    
2. we have not received payment for your ticket or you are unable to produce a ticket;
    
3. you are intoxicated or you behave in a threatening, disruptive or offensive manner;
    
4. you interfere unreasonably with another visitor’s enjoyment of the Event or venue or with Sydney Opera House personnel  carrying out their functions; or
    
5. as specified elsewhere in these General Terms and Conditions.

We may 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, we will refund your ticket if it was purchased in accordance with these General Terms and Conditions.

Persons aged 15 and under must be accompanied by a separately ticketed adult. That separately ticketed adult will be held responsible for the behaviour and actions of that Child.

Children aged 0 to 2 can sit on the lap of a carer and may require a ticket for certain events. Children aged 3 and above must have a ticket for entry. Please ask the Box Office or check our website when booking your tickets if you are unsure if an event is suitable for children. Carers and children may be asked to step outside the venue if the child becomes unsettled.

Latecomers may be admitted to a performance during a suitable break, which could be the first interval, if an interval is scheduled. In some cases, latecomers may not be admitted at all.

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

Venue Requirements/Conditions of Entry

Bag Checks and Screening

All ticketholders and visitors must present their bags and personal belongings for visual inspection or x-ray screening by Opera House security staff before entering the venue as a safety precaution and condition of entry. Ticketholders attending a performance may be electronically screened by Opera House security staff. Checks and screenings are carried out at the entrance to each venue.

Prohibited Items

The following prohibited items are not permitted in the Sydney Opera House. These items may change, without notice, at the complete discretion of the Sydney Opera House Trust in conjunction with each Event:

1. Alcohol
2. Glass beverage containers
3. Illegal substances including controlled, dangerous or illicit drugs
4. Flammable devices (flares, fireworks and smoke bombs)
5. Anything that could be used as a weapon such as sharp items including knives
6. Suspicious items or items which may look like a weapon
7. Professional cameras or recording devices
8. Laser pointers
9. Offensive signage or clothing
10. Drones or unmanned aerial vehicles (UAVs)
11. Any other item that may cause harm or public nuisance or could interfere with the event

Cloaking

Larger items – including handbags bigger than A4-size, backpacks, umbrellas, suitcases and prams – are not permitted inside the venues at Sydney Opera House and must be cloaked. Cloaking is at the discretion of security staff and all items will be visually inspected.

Items presented to the cloaking desk will only be accepted from patrons with a valid performance ticket.

At no time should bags be left unattended.

It is your responsibility to collect any cloaked items after the performance.

There may be Events where food and drink cannot be taken into the venue and this may not be specified until the commencement of the Event.

Commercial activity including promotions, marketing, photography and filming are not permitted at the Sydney Opera House, unless expressly authorised by us.

You must switch your mobile phone off or to silent while in a theatre or auditorium or on a tour.
 

1. you have purchased a ticket to an Event in contravention of these General Terms and Conditions and you attempt to attend the Event; or
    
2. we have not enforced our rights under these General Terms and Conditions on a prior occasion.
   
    

1. the tour route and access to venues, including theatres, auditoriums and backstage areas, vary depending on availability and performance and rehearsal schedules at the time of each particular tour, which means that no particular route or access is guaranteed;
    
2. ticket holders must remain with the tour guide and follow instructions;
    
3. latecomers will not be able to join a tour and their tickets will not be refunded;
    
4. there may be up to 300 stairs on a tour so flat, rubber soled shoes should be worn.