Ticketing & Entry Terms and Conditions
Version: 1.0
Effective from: 24 September 2026
Last updated: 24 September 2026
Event: Wyndham Carols by Candlelight 2026
Event Date: Saturday 12 December 2026
Venue: Werribee Park, Victoria
These Ticketing & Entry Terms and Conditions (“Terms”) apply to tickets issued for, and attendance at, Wyndham Carols by Candlelight 2026 (“the Event”).
By purchasing, accepting, holding or using a ticket to the Event, or by entering the Event venue, you agree to these Terms and any applicable terms of the authorised ticketing provider.
These Terms apply both to the original purchaser and, where a ticket is transferred or provided to another person, to the person using that ticket.
Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy conferred by the Australian Consumer Law or any other law that cannot lawfully be excluded, restricted or modified.
1. Event Date
Wyndham Carols by Candlelight 2026 is scheduled to take place at Werribee Park on:
Saturday 12 December 2026 (“Event Date”).
The Event is an outdoor event.
There is no pre-approved contingency or alternative Event date for 2026.
Ticket purchasers should therefore make their purchase on the basis that the Event is scheduled for Saturday 12 December 2026.
If circumstances prevent the Event from proceeding on the Event Date, the arrangements in these Terms concerning cancellation, interruption and available remedies will apply.
Nothing in these Terms prevents the Event organisers from considering or offering another arrangement if one later becomes reasonably available and receives all required venue, land manager, regulatory and other approvals. However, no postponement, rescheduled presentation or alternative date is promised or guaranteed.
2. Weather and Other Intervening Circumstances
Wyndham Carols by Candlelight is an outdoor event. The Event organisers will monitor weather forecasts, site conditions and other relevant circumstances before and during the Event.
The Event organisers may delay, suspend, modify, shorten, terminate or cancel the Event where reasonably necessary because of safety concerns, an emergency, an Intervening Circumstance or another circumstance outside their reasonable control.
For these Terms, an “Intervening Circumstance” means a circumstance outside the reasonable control of the Event organisers that affects the ability to safely or reasonably present the Event.
Intervening Circumstances may include, without limitation:
- severe or potentially dangerous weather;
- thunderstorms or lightning;
- heavy or prolonged rainfall;
- high winds;
- extreme heat;
- fire or bushfire;
- flooding or unsafe ground conditions;
- hazardous air quality;
- natural disasters;
- public health emergencies;
- emergency services directions;
- government, venue, land manager or regulatory directions or restrictions;
- failure or interruption of essential infrastructure, utilities or services;
- public safety or security incidents; or
- other circumstances outside the reasonable control of the Event organisers.
A decision may be made on forecast or anticipated conditions where the Event organisers reasonably determine that waiting for those conditions to occur would create an unacceptable safety or operational risk.
Safety considerations will take priority in determining whether the Event can proceed, continue or resume.
3. Cancellation Before the Event Commences
If the Event cannot safely or reasonably proceed on Saturday 12 December 2026 and is cancelled before commencing, the Event organisers will notify ticket purchasers as soon as reasonably practicable.
There is no guaranteed alternative presentation date.
Ticket purchasers will be provided with information concerning:
- the cancellation;
- any refund, credit, exchange, rescheduling option or other remedy available;
- how an applicable remedy will be provided or requested;
- any reasonable timeframe applicable to the process; and
- any other relevant arrangements.
Any remedy will be determined in accordance with applicable law, these Terms and the circumstances giving rise to the cancellation.
Where the Event organisers choose to cancel the Event, or where applicable consumer law otherwise requires a remedy, ticket holders will receive the remedy to which they are legally entitled.
Where cancellation results solely from circumstances outside the Event organisers’ control, the remedy available may depend upon these Terms, applicable law and the particular circumstances.
Where a refund is available, eligible purchasers may also be offered the voluntary option of foregoing that refund and allowing the value of their eligible ticket to remain with Wyndham Carols by Candlelight in support of the Event.
Any decision to do so will be entirely voluntary and will not affect rights which cannot lawfully be excluded.
Current ACCC guidance recognises that the outcome can differ depending on why an event is cancelled or significantly changed, while also making clear that terms cannot remove statutory consumer rights.
4. Interruption, Suspension or Early Termination
If the Event has commenced but is subsequently interrupted, suspended or required to end prematurely because of severe weather, an emergency, safety concerns, an Intervening Circumstance or another circumstance outside the reasonable control of the Event organisers, attendees must comply promptly with directions given by Event staff, security personnel, emergency services, venue representatives and relevant authorities.
Depending on the circumstances, the Event organisers may:
- temporarily suspend the Event and resume it when safe and reasonably practicable;
- modify or shorten the Event program;
- omit or change particular performances, activities or Event elements; or
- terminate the Event for the remainder of the day.
There is no guaranteed contingency date on which an interrupted Event will be re-presented.
If an interrupted or prematurely terminated Event cannot reasonably resume on the Event Date, ticket holders will be advised as soon as reasonably practicable of:
- the status of the Event;
- whether any further presentation or alternative arrangement has become available; and
- any refund, partial refund, credit, exchange or other remedy available.
Any remedy following an interrupted or prematurely terminated Event will be determined having regard to:
- applicable law;
- these Terms;
- the reason for the interruption;
- the proportion and nature of the Event that was able to be presented; and
- any other relevant circumstances.
Where a refund is made available, the Event organisers may establish a reasonable process and timeframe for eligible purchasers to request it, subject always to rights that cannot lawfully be limited.
5. Change of Mind and Inability to Attend
Except where required by law or expressly provided under these Terms, tickets are non-refundable where a ticket holder simply changes their mind or is unable or chooses not to attend.
This may include:
- illness or changes in personal circumstances;
- changes in work or family commitments;
- transport or travel difficulties;
- scheduling conflicts;
- failure to attend; or
- dissatisfaction with weather conditions where the Event nevertheless safely proceeds.
Nothing in this clause limits any right or remedy which cannot lawfully be excluded.
6. Event Program, Performers and Other Changes
All advertised performers, programs, activities, attractions, vendors, facilities, schedules and Event times are correct at the time of publication but are subject to change.
The Event organisers may make reasonable changes due to:
- performer or supplier availability;
- operational requirements;
- weather;
- safety requirements;
- an Intervening Circumstance; or
- other circumstances reasonably affecting delivery of the Event.
Except where required by law, a change to an individual performer, supporting act, activity, vendor, attraction, program time or other Event component does not automatically entitle a ticket holder to a refund.
A change that is sufficiently significant may give rise to rights under applicable consumer law depending on the circumstances. The ACCC identifies substantial changes such as some headline-act or major-location changes as examples that may give rise to refund rights.
7. Tickets and Entry
A valid ticket must be presented for entry where requested.
Tickets must not be:
- reproduced, duplicated or counterfeited;
- altered or tampered with;
- obtained or used fraudulently; or
- used for unauthorised commercial, promotional or advertising purposes.
The Event organisers may refuse entry where a ticket is invalid, cancelled, fraudulent or has already been used where single entry applies.
Tickets should only be obtained through Wyndham Carols by Candlelight or its authorised ticketing provider.
The Event organisers cannot guarantee the validity of tickets obtained through unauthorised sellers or resale channels.
8. Child Tickets and Supervision
Where a child ticket is required, children must be included in the ticket order even where that ticket is issued free of charge.
Parents and guardians are responsible at all times for the supervision, behaviour, safety and wellbeing of children in their care.
Event organisers, staff, contractors and volunteers do not assume responsibility for supervising children on behalf of parents or guardians.
Children must remain appropriately supervised while attending the Event.
9. Conditions of Entry and Attendee Conduct
All attendees must behave in a safe, respectful and lawful manner.
Attendees must comply with reasonable directions given by Event management, staff, volunteers, security personnel, emergency services, venue representatives and relevant authorities.
Subject to applicable law, entry may be refused or a person may be removed where they:
- appear intoxicated or adversely affected by alcohol, drugs or illicit substances;
- engage in threatening, abusive, discriminatory, offensive, dangerous or disorderly behaviour;
- harass Event staff, volunteers, performers, contractors or other attendees;
- create a risk to their own safety or the safety or reasonable enjoyment of others;
- enter or attempt to enter a restricted area without authorisation;
- possess a prohibited, unlawful or dangerous item;
- interfere with Event infrastructure, equipment or operations;
- fail to comply with reasonable safety, security, emergency or crowd-management directions; or
- otherwise materially breach these Terms or applicable venue conditions.
Where a person is lawfully refused entry or removed because of their conduct or breach of these Terms, they will not ordinarily be entitled to a refund.
Police or emergency services may be contacted where appropriate.
10. Prohibited and Restricted Items
For the safety and comfort of attendees, the Event organisers, Parks Victoria, venue representatives or security personnel may prohibit or restrict items considered dangerous, unlawful, disruptive or unsuitable for the Event or venue.
A current list of prohibited or restricted items may be published on the Event website before the Event.
Attendees may be required, where lawfully permitted, to submit bags, containers or other belongings for inspection as a condition of entry.
Any additional venue, land manager, security or safety conditions communicated before or during the Event must be complied with.
11. Photography, Filming and Recording
Photography, filming, livestreaming and other recording may occur throughout the Event.
By entering the Event, attendees acknowledge that they may appear incidentally in photography, video, audio or other recordings of the Event.
To the extent permitted by law, Wyndham Carols by Candlelight and its authorised photographers, videographers, contractors, media representatives and promotional partners may use recordings made at the Event for reporting, archival, promotional and marketing purposes relating to Wyndham Carols by Candlelight and its activities.
Where an individual is specifically approached for an interview, testimonial, posed photograph or other featured content, additional consent may be sought where appropriate.
Parents and guardians remain responsible for making appropriate decisions concerning children in their care.
Unauthorised commercial photography, videography, broadcasting, livestreaming or recording is prohibited without prior written approval.
12. Personal Belongings and Lost Property
Attendees are responsible for their personal belongings.
To the maximum extent permitted by law, the Event organisers are not responsible for loss, theft or damage to personal property brought to or left at the Event, except where liability cannot lawfully be excluded.
Lost property handed to Event staff will be managed in accordance with Event and venue procedures.
13. Health, Safety and Outdoor Conditions
Attendance at a large outdoor event involves risks associated with:
- changing weather;
- crowds;
- temporary structures and infrastructure;
- natural, uneven, wet or slippery surfaces; and
- other conditions associated with outdoor events.
Attendees should take reasonable precautions appropriate to the conditions, including wearing suitable clothing and footwear and considering sun, heat, cold and weather protection.
Attendees must exercise reasonable care for their own safety and for children or other persons in their care.
Attendees must promptly comply with safety and emergency instructions.
Where Event management, emergency services, Parks Victoria or another relevant authority determines that conditions present a safety risk, attendees may be directed to move, shelter, evacuate or leave the Event site.
Nothing in this clause excludes liability which cannot lawfully be excluded.
14. Accessibility
Wyndham Carols by Candlelight seeks to provide reasonable access arrangements for attendees with disability or reduced mobility.
Published accessibility arrangements may include accessible parking, accessible facilities, accessible routes and Auslan interpretation.
Specific arrangements may be affected by site, operational, safety or production requirements.
Attendees with specific accessibility requirements are encouraged to contact the Event organisers before attending.
Where information concerning disability, health or accessibility needs is provided, it will be handled in accordance with the Privacy Policy and used for purposes including accessibility planning, attendee support and safe Event delivery.
15. Commercial and Promotional Activity
Unless authorised in writing, attendees must not undertake unauthorised commercial or promotional activity at the Event, including:
- selling goods or services;
- soliciting business;
- distributing commercial advertising or promotional material;
- conducting commercial photography or filming;
- collecting information from attendees for commercial purposes; or
- using the Event, its name, branding or attendees for unauthorised commercial purposes.
16. Communications With Ticket Holders
Ticket purchasers are responsible for providing accurate and current contact details.
Important operational Event information may be communicated using the email address or other contact details provided with the ticket order.
This may include:
- weather information;
- Event delays or interruptions;
- cancellation information;
- safety or emergency information;
- changes to entry arrangements;
- changes to the Event program; and
- refund, credit or other remedy information where applicable.
These are operational communications associated with the ticket purchase and are distinct from optional marketing communications.
Ticket holders are strongly encouraged to check their email and official Wyndham Carols communications before travelling to the Event.
The Event organisers will use reasonable endeavours to communicate material changes as soon as practicable.
17. Ticketing Support, Refund Requests and Complaints
Ticketing enquiries, remedy requests and ticketing-related complaints should be submitted using the official Wyndham Carols ticketing support or contact channel published on the website.
Ticket holders may be required to provide information reasonably necessary to identify and verify an order, including:
- purchaser name;
- email address;
- ticket or order number; and
- relevant information concerning the request.
Submitting a request does not itself establish an entitlement to a refund or other remedy.
Requests will be assessed fairly and reasonably having regard to:
- these Terms;
- the circumstances;
- applicable consumer law; and
- any other relevant ticketing obligations.
Additional information may be requested where reasonably necessary to resolve the enquiry or complaint.
18. Refund Process
Where a refund, partial refund or other financial remedy is approved, offered or required, the Event organisers will communicate:
- who is eligible;
- the amount or nature of the remedy;
- whether any action is required;
- how a request may be submitted where applicable; and
- any reasonable timeframe applying to the process.
Where a refund request process is established, requests should be made through the nominated process within any communicated timeframe, subject always to statutory rights that cannot lawfully be limited.
Where a refund is available, an eligible purchaser may be offered the choice to:
- receive or request the available refund; or
- voluntarily forgo that refund and allow the eligible ticket value to remain with Wyndham Carols by Candlelight in support of the Event.
The second option is entirely voluntary.
Unless expressly stated otherwise and legally applicable, any retained ticket value will not be represented as a tax-deductible donation.
Refunds will ordinarily be:
- processed through the authorised ticketing provider where practicable;
- returned to the original payment method where reasonably possible; and
- provided to the original purchaser where multiple tickets were purchased in one transaction.
Processing times may depend upon the ticketing provider, payment provider and purchaser’s financial institution.
19. Authorised Ticketing Provider
Tickets are issued through an authorised third-party ticketing provider.
Purchasers may also be subject to that provider’s terms relating to use of its platform, payment processing, ticket delivery and associated services.
These Terms apply to Wyndham Carols by Candlelight’s presentation and operation of the Event and operate alongside applicable ticketing-provider terms.
Nothing in this clause excludes or limits any right or remedy available under applicable law.
20. Privacy and Personal Information
Personal information collected in connection with tickets, Event enquiries, accessibility, website use and communications will be handled in accordance with the Wyndham Carols by Candlelight Privacy Policy.
The Privacy Policy forms part of the information made available to ticket purchasers and is available on the Event website.
21. Australian Consumer Law
These Terms operate subject to the Australian Consumer Law and all other applicable laws.
Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy which cannot lawfully be excluded, restricted or modified.
Where these Terms confer discretion upon the Event organisers, that discretion will be exercised reasonably and subject to applicable law.
The ACCC specifically states that businesses cannot use contractual terms or “no refund” policies to remove consumer guarantees.
22. Changes to These Terms and Version Control
These Terms are published with a version number and date of last update.
The version applicable to a ticket purchase will generally be the version made available to the purchaser when the ticket was purchased.
Wyndham Carols by Candlelight may update these Terms where reasonably necessary, including to:
- comply with law or regulatory requirements;
- comply with Parks Victoria, emergency service, venue or authority requirements;
- update administrative or contact information;
- correct errors or clarify provisions; or
- address Event operational requirements.
An update will not retrospectively remove or materially reduce a purchaser’s existing statutory rights.
Previous versions should be retained by the Event organisers.
23. Severability
If any provision of these Terms is invalid, unlawful or unenforceable, it will be read down to the extent necessary or, where it cannot reasonably be read down, severed.
The remaining provisions will continue to operate to the fullest extent permitted by law.
24. Contact
Ticketing or Terms enquiries may be directed through:
Wyndham Carols by Candlelight
Website: www.wyndhamcarols.org.au
Email: wyndhamcarols@wyndhamcarols.org.au
25. Acceptance
By purchasing, accepting, holding or using a ticket to the Event, or by entering the Event venue, you acknowledge that you have read and agree to these Terms.
In particular, purchasers acknowledge that:
- Wyndham Carols by Candlelight is an outdoor event;
- it is scheduled for Saturday 12 December 2026;
- there is no pre-approved contingency date for the 2026 Event;
- weather, safety or other circumstances may result in delay, modification, interruption or cancellation; and
- any remedies arising from cancellation or significant changes will be dealt with in accordance with these Terms and applicable law.