Browse our FAQs to find answers to common queries. Or you can contact us directly using the details below. Should you have enquiries regarding tickets purchased, please contact the ticketing vendor where you bought your tickets.

Email us at info@thehourgroup.com.au and we will get back to you before the end of the nextbusiness day. Or use our online enquiry form below.



Ticket Availability Explained Can I improve my odds for getting tickets by purchasing via one particular distribution channel? When an event goes on sale, tickets can be purchased online, by phone or in person. We do not reserve a specific amount of tickets for different distribution channels, so the odds of getting tickets are the same no matter how you choose to get your tickets. Why do tickets sell out so quickly for popular events? When a popular event goes on sale there are literally hundreds and sometimes thousands of customers simultaneously attempting to purchase tickets across all distribution channels. Like any limited commodity, tickets are sold as long as seats are available, and sometimes they go quickly. If 500 fans are simultaneously buying four tickets each, 2,000 tickets can be sold in a matter of seconds! This is why a 15,000-seat arena can sell out in a few minutes. Why are "better" tickets sometimes available a few minutes after the event goes on sale? When customers find available tickets either online or through any of the other access points, those tickets are actually reserved while the customer processes the purchase. During that period, which lasts for only a few minutes, no one else can view or purchase those tickets. If the customer decides not to buy the tickets, they are released and become available to other purchasers. ...days after the event goes on sale? Tickets may be released to sell as the event date approaches. This happens for several reasons such as 1) The promoter may no longer need the tickets that were held when the event originally went on sale, or 2) Once the stage or event area is set up, the venue has a better idea about which seats can actually be sold. Sometimes events are so popular that even seats with obstructed views are released for sale! Additionally, sometimes a customer attempts to buy tickets but their credit card is declined. If we are unable to contact the customer to secure a valid credit card or billing address, we may cancel the order and release the tickets for sale. Tickets may also be re-released if a customer does not follow the published ticket limits or other terms of use. May I exchange my tickets if better seats become available later or if a second show is announced? No. As with all ticket sales, there are no refunds, exchanges or cancellations. Why is there a time limit when making purchases online? When you are shopping for tickets, you are reserving real inventory. No one else can purchase those tickets unless you do not complete your purchase. Due to high demand, we've implemented a time limit during the checkout process. Each checkout page is assigned a different time limit based on the type of information we need from you. If you exceed the posted time on the page, the tickets you are holding are released for others to purchase. This gives as many people as possible a chance to purchase tickets. Why are there sometimes limits on how many tickets I can buy? The venue or artist/event management will typically impose a ticket limit per customer, credit card or address in order to provide ticket access to as many fans as possible. Ticket limits vary depending on the type of event or the anticipated demand for tickets. Check the event information area of the purchase page for more information on ticket limits for your event. Please adhere to published ticket limits. If we determine that a ticket limit has been exceeded, we may cancel an order, or part of an order, without notice, and may even cancel a ticket that has already been delivered rendering it unusable without notice. Prevent your tickets from being released: Please use only one browser window at a time (on the same computer) to hold tickets. If you open a new browser and order a different set of tickets, the tickets held in the previous browser will be released for sale to other customers. This helps us to prevent attempts to use automated programs to block other customers from getting tickets. Buying Tickets Are there other ways I can purchase tickets to events I am interested in attending? Box Office: Many venues also make tickets available at their box office. To find contact information for a specific box office, search for the venue name on our website, then click on the venue information link. Why is it that sometimes I hear about an event that is supposed to go on sale, but when I look on your website, it is not listed? We will always wait until all terms about the event are finalised to protect customers from being misinformed. Once the event is confirmed, it will be listed on our website. My tickets say 'General Admission.' What does that mean? General Admission refers to seating or standing areas that are not assigned or reserved, and are occupied on a first-come, first-served basis. When purchasing tickets for a General Admission event, you may be quoted section, row, and seat numbers, however these are for inventory purposes only and do not reflect any actual seating location. Please ensure you carefully read the Event Information and Ticket Information screens when purchasing tickets: Any information on whether your tickets are General Admission will be posted on one or both of these screens. Seating arrangements vary for each event, and there may or may not be seats of any kind available. Service Charges The Service Charge is a fee that covers costs that allow your ticketing vendor to provide the widest range of available tickets while giving you multiple ways to purchase. The Service Charge may varies by event and is determined by negotiations with arena operators, promoters and others based on costs for each event. Is the Service Charge always the same no matter where I buy my tickets? No, the Service Charge will vary depending upon where you purchase the tickets. A Service Charge is applied when you purchase the tickets online, by phone, at ticket outlets or venue box office. Postal Charge Fees: The order processing fee covers the cost to fulfil your ticket request when you purchase the tickets online or by phone. This charge includes services like taking and maintaining your order on the ticketing systems, arranging for posting and/or coordinating with the box office and the Postal Charge Fees are determined by ticketing vendor. Customer Service Who processes refunds? The decision of whether or not to allow refunds is made by the event promoter. Refunds are processed on their behalf by the ticketing vendor you bought your tickets through. How are cancellations, postponements and artist venue changes handled? Occasionally, events are cancelled by the promoter, band or venue. Should this occur, you will receive a refund but delivery and booking fees will not be refunded. What if I don't receive my tickets? If you do not receive your tickets within ten days of the event, please contact the ticketing vendor you bought your tickets. Please have your confirmation number or the Credit Card used to make your purchase handy. The agent will determine the nature of the problem, and if your tickets are replaceable, instruct you as to where and when to pick up your replacement tickets. This is often done at the Box Office prior to the show, and the tickets are marked as "Duplicate" so that they are easily identified as the valid tickets. Duplicate tickets can only be picked up by the Credit Card holder with the original credit card used to make your purchase.
For directions to the venue and information regarding parking please contact either the venue or your ticket vendor.
Please check with the venue and ticketing vendor for all age restrictions and accessibility options.
VIP Tickets Please contact us for information by using the 'Ask a question' tab above. We will get back to you by the end of the next business day, if not much sooner. Seating Seating plans are made available during the purchase process on the Tickets page, prior to committing to purchase. Backstage Passes Backstage passes are not issued for any Hour Group promoted shows. For some shows, meet and greet tickets will be available to purchase when making your booking and these will be clearly advertised if available. If not, it will not be possible to purchase back stage passes or meet the artists. Any requests should be directed to the artist's management via their website. Any such requests sent to Hour Group will be deleted as we are unable to assist. Ticket Order Confirmation Please contact the ticketing vendor you bought your tickets through and please have your Credit Card used for purchase handy. Alternative Purchasing Options Tickets can be purchased in person at ticketing vendor box offices, ticketing outlets or by telephone booking.
Tickets can be purchased through our approved ticketing vendors. Please click on the concerts you wish to purchase from our website and details of the ticketing vendors can be found there.