Refund Policy
This Refund Policy applies to memberships, donations, fundraising payments, programs, events and tickets offered or administered by SCAF, including activities delivered with approved partners.
Nothing in this Refund Policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law or any other applicable law.
- Membership refunds
Membership fees are generally non-refundable except where required by law, where a payment has been processed in error, or where the Gallery Members program owner approves a refund in exceptional circumstances.
If a renewal payment is processed after a valid automatic renewal cancellation request has been completed or received within the required notice period, SCAF and/or the Gallery Memberships team, will arrange a refund of the incorrect renewal payment.
Nothing in this Refund Policy excludes, restricts or modifies any rights or remedies a member may have under the Australian Consumer Law or any other law that cannot be excluded, restricted or modified.
- Donation refunds
Donations are generally non-refundable.
A donation refund may be considered where:
- the donation was made in error
- a duplicate payment was made
- the amount charged was incorrect
- the transaction was unauthorised
- a refund is required by law
- SCAF determines, in its discretion, that refunding the donation is appropriate in the circumstances
Where a donor has nominated a preferred project, partner or purpose, SCAF will use reasonable endeavours to apply the donation in that way. If that purpose cannot proceed or is no longer appropriate, SCAF may redirect the donation to a similar or aligned charitable purpose.
- Fundraising payments
Funds raised for SCAF, the Gallery or an approved partner project are generally treated as donations once received by SCAF and are subject to the donation refund position above.
Fundraisers are responsible for making refund arrangements clear to participants before accepting payments for fundraising activities, raffles, auctions, ticketed fundraising events or other fundraising initiatives.
- Event and ticket refunds
Tickets and event registrations are generally non-refundable once payment has been made, except where required by law or where SCAF, the relevant partner, the event organiser or the relevant program owner approves a refund.
A refund, exchange or credit may be considered where:
- the event is cancelled
- the event is rescheduled and the ticket holder cannot attend the new date
- the event is materially changed
- a duplicate payment or booking error has occurred
- a refund is otherwise required by law
Refunds will not normally be provided where a ticket holder:
- changes their mind
- fails to attend
- arrives late
- is refused entry because they have not complied with event or venue requirements
- can no longer attend due to personal circumstances, unless SCAF, the relevant partner, the event organiser or the relevant program owner agrees otherwise
- once the event is 5 days from occurring
Event-specific refund terms may apply and will prevail to the extent they are more specific than this general Refund Policy.
For Gallery workshops, events, programs or tickets, the Gallery’s published workshop and event terms and conditions, Council venue requirements and any event-specific terms may also apply. To the extent there is any inconsistency, the Gallery, Council or event-specific terms will apply to Gallery events, subject always to any rights or remedies that cannot be excluded under Australian Consumer Law.
How to request a refund
Refund requests must be made in writing within a reasonable time after the relevant issue is identified.
The request should include:
- the purchaser or donor’s name
- contact details
- transaction date
- amount paid
- receipt, booking or membership reference, if available
- reason for the refund request
- any supporting information
Approved refunds will generally be returned to the original payment method where possible.
For questions about transactions, payments, receipts, donations, fundraising, refunds or SCAF supporter communications, please contact:
Sunshine Coast Arts Foundation Ltd
Email: info@scartsfoundation.com
Post: PO Box 253, Caloundra Qld 4551
For Gallery membership administration and enquiries about membership benefits, please contact:
Gallery Membership
Email: gallerymembership@sunshinecoast.qld.gov.au
For Gallery-related enquiries, including Gallery events, Gallery programs, exhibitions, bookings, access requirements or venue information, please contact:
Sunshine Coast’s Regional Gallery
Email: gallery@sunshinecoast.qld.gov.au
Where a refund request or enquiry involves both SCAF administration and partner activity, SCAF and the relevant partner may share relevant information with each other to assess the request, respond to the enquiry and administer the relevant membership, donation, booking, benefit, program or event.
- Processing fees
Payment processing fees, booking fees or transaction fees may be non-refundable unless required by law, or unless the refund relates to an error by SCAF, the relevant partner, the event organiser or a service provider.
Where a refund is approved, the amount refunded may exclude any non-refundable processing, booking or transaction fees that have been disclosed at the time of purchase or donation, unless SCAF or the relevant partner determines otherwise.
Nothing in this section excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law or any other law that cannot be excluded, restricted or modified.