Novel Terms & Conditions

Attention e-ticket holders

Please read the following regarding the use of E-tickets.

  • The first and last name used in the billing details will be the primary ticket holder for your order.

  • Multiple tickets orders cannot be split. The primary ticket holder must be present to enter the event with e-tickets.

  • E-tickets cannot be transferred to paper tickets or collected prior to the event.

  • Please be aware that you will not be issued a refund if the primary ticket holder cannot attend the event.


What you need to show at the event

  1. Your payment card used to purchase tickets - The name on the card must match your identification.

  2. Valid photo identification - Driver's license, passport, proof of age.

  3. Printed confirmation email - The confirmation email is your e-ticket.


Service charges

Tickets purchased on Novel are subject to a per ticket, non-refundable booking fee.


Privacy Policy

Novel is referred to throughout as "Novel", and the "site".

When you use the Novel site, you are consenting to the practices set forth in the below Privacy Policy Guidelines.


Your IP Address

We use your IP address to help diagnose problems with our server and to administer the Site. Your IP address is also used to help identify you and to gather broad demographic information about you. Your IP address may also be used to assist in the detection of fraud and we may pass this information to the police.



A cookie is a small file that is automatically issued to your computer when you enter our Site and which is stored by the browser on your computer's hard drive. Cookies identify your computer, not the individual user of your computer. Cookies store some basic information that helps us to identify if a user of your computer has visited the Site before and if you have provided us with some personalised information. Our Site uses cookies to keep track of what you have purchased. We use cookies to deliver content specific to your interests, to save your password (if you have supplied us with one) so you do not have to re-enter it each time you visit our Site, and for other purposes, such as informing you that you may have made multiple bookings for specific events on our Site. You can disable cookies or set your browser to alert you when cookies are being sent, but if you choose to do so you may not be able to access some areas of the Site.


Information We Require from you

Our Site's registration forms, order forms, surveys, competitions and prize draws require you to give us personal information (like your name, address and/or email address). If you are ordering tickets, you will be asked to provide financial information (like your account or credit card numbers).


How Novel will use your personal information?

As a ticket agent, Novel sells tickets on behalf of the venue or promoter that produces the event for which you buy a ticket. We refer to the venue or promoter from whom we obtain tickets to sell to you as our "Event Partner". Your personal information is shared between Novel and its Event Partner for the particular event for which you are buying tickets in accordance with this Privacy Policy and Novel's contractual relationship with its Event Partner.

Your personal information is used by us to contact you by post, phone or by email when necessary in connection with transactions entered into by you on the Site.


Selected Third Parties

Depending on your selection when you purchase a ticket or create an account, your personal information may also be provided to carefully selected third parties that may contact you by post or email with information or offers regarding their goods and services.


Opting Out

You may opt out of any of Novel's regular e-mail communication by clicking this link here.


How We Use your Financial Information?

Financial information that is collected is used to authorise payment and bill you for products and services. When you make a purchase on the Site, your consent is given to provide your financial or personal information to those third parties necessary to process your transactions with us, such as credit card companies, banks and the companies that handle shipping on our behalf. This includes exchanging information with other companies and organisations for fraud protection and credit risk reduction.


Except as provided above, we will not share financial information with third parties without your prior consent.

Disclosure of Your Personal Information and Financial Information in Compliance with Laws You should be aware that we may release your personal information or financial information when we believe it is necessary to comply with laws or regulations, to assist law enforcement, to enforce the terms under which you transacted with Ticketmaster, or to protect the rights, property or safety of Ticketmaster, users of the Site or others.


Transfer of Personal Information In Event Of Sale Of Novel

In the event that RA is sold, or transferred some of its assets to another party, your personal information could be one of the transferred assets. If your personal information is transferred, use of your personal information will remain subject to this Privacy Policy. Your personal information will be passed on to a successor in interest in the event of a liquidation or administration of RA.

Security measures in place to protect you This Site has security measures in place to protect the loss, misuse and alteration of the information under our control. We use 128 bit industry standard Secure Server Software (SSL) for your transactions with us. It encrypts all of your personal information, including credit card number, name, and address, so that it cannot be read as the information travels over the Internet.


Novel Ticket Policy

Novel sells tickets on behalf of promoters, artists and venues.

Specific ticket policies set forth by these parties may prohibit us from issuing exchanges or refunds after a purchase has been made or for lost, stolen, damaged or destroyed tickets.

When tickets are being collected at the venue, we ask that the cardholder presents the card that the tickets were booked on as identification. Any other forms of i.d. or letters of authorization are taken at your own risk and may result in the tickets being withheld at the venue.

In the event that your tickets are lost in the post and duplicates are arranged for collection at venue, these will only be given out to the cardholder upon production of the card that was used to make the booking.

Once purchased, tickets cannot be transferred, exchanged, refunded or returned unless the event is cancelled, moved to another date, or if details of the event are significantly changed after an order is placed (significant changes being a change of headline act (concerts only), venue or show time).

In the event of the cancellation of an event by the organiser/promoter (ie a cancellation due to circumstances beyond Novel's control), Novel will only refund the face value of the ticket. Novel will use best endeavours to contact purchasers either by phone, email or in writing (using the details provided at the time of ordering) and advise them to return the tickets. Please note, however, it is the customer's responsibility to check whether the event is going ahead at the scheduled date, time and venue, and Novel cannot guarantee that they will inform the customer of any changes to the event date, time or venue.

If Novel is unable to fulfil an order for any of the reasons below the customer will be entitled to a full refund, including any booking fee charged:

Novel do not receive the tickets for your order from the event organiser, and cannot arrange for the tickets to be collected.

Novel despatched your order to the wrong address and cannot provide replacement tickets.

Novel do not despatch your order and do not arrange for the tickets to be available for collection.

Novel despatched the wrong order, ie wrong event / wrong type of tickets.

Any other similar circumstances where Novel has acted with negligence or where we may have acted in breach of contract.

No duplicate tickets will be issued to replace lost or stolen tickets.

Customers are advised to check their purchase upon receipt, and to notify Novel of any mistakes immediately. Novel can't guarantee that mistakes caused by customer negligence can be rectified.

It is the responsibility of the customer to inform Novel of any change of address, contact phone number or email address, both before and after receipt of the goods. Please note that our preferred method of contact for customers booking online is by email, so care should be taken to provide a current, valid email address.

The right to admission to an event is reserved by the promoter and event venue, who may take health and safety, environmental and security concerns into account at their reasonable discretion, and may from time to time carry out security searches. Novel would advise customers that no refunds will be offered to customers who are refused entry or ejected from a venue on account of late arrival, being (or appearing to be) under age*, declining to be searched, abusive, threatening, drunken or other antisocial behaviour (including smoking in no smoking areas), carrying offensive weapons or illegal substances, or making unauthorised audio, video or photographic recordings.

If it becomes impractical to post tickets out, due to the proximity of an event or circumstances beyond our control, we reserve the right to make tickets available for collection at the venue immediately prior to the event. Customers will be notified by phone, email or in writing (using the details provided at the time of ordering) if this becomes necessary.

By ordering you agree that the tickets are for the personal use of you and your party only, and will not be resold or transferred. Any resale or attempt to resell the tickets at a price higher than purchased will result in your orders being cancelled without prior notification.

If a customer orders more tickets than the maximum allowed, as indicated during the booking process, we reserve the right to cancel the order. The maximum applies per person/card/household.

If tickets that are despatched are returned to Novel as "addressee unknown", we reserve the right to cancel the order.

In order to prevent fraud and to protect both parties, you may be asked to provide additional information after your booking so that we can verify your purchase.

We will not share your personal information for marketing or any other purposes without your consent unless where required by law.

We respectfully acknowledge the Traditional Custodians of the land we live and work upon, the Bunurong Boon Wurrung and Wurundjeri Woi Wurrung peoples of the Eastern Kulin Nation. We pay our respects to elders past, present, and emerging.

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