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Booking Terms & Conditions

Introduction & Application

  • These Terms and Conditions govern all ticket purchases and event registrations made with the Museum of Applied Arts and Sciences (ABN 59 354 516 818) ("Powerhouse", "us", "we", "our") and/or our authorised agents for any event, exhibition, tour or program ("event") held at Powerhouse sites and facilities, including Powerhouse Ultimo, Powerhouse Parramatta, Powerhouse Castle Hill and Sydney Observatory (together, "Powerhouse", "the Museum", "our sites").
  • By purchasing/registering for a ticket, you agree to comply with these Booking Terms & Conditions together with any Conditions of Entry, event or program-specific terms, and directions given by Powerhouse staff or security. These terms apply to both the original and any subsequent ticket holders ("you").
  • Where a specific venue or event has additional conditions, those conditions apply in addition to, and in the event of any inconsistency take precedence over, the general conditions elsewhere in this document for that venue or program. These additional terms will be published on the Powerhouse website alongside these Terms and Conditions, specific to the relevant event, and will be available at the time of sale.
  • Powerhouse is a NSW Government cultural institution. These Conditions operate alongside, and do not limit, any rights visitors have under applicable NSW and Commonwealth law, including the Australian Consumer Law.
  • These Terms & Conditions are governed by the laws of New South Wales. If you have a complaint, please contact Powerhouse at book@powerhouse.com.au in the first instance; unresolved privacy complaints may also be raised with the NSW Information and Privacy Commission, see section Privacy.

Tickets

  • Tickets for Powerhouse exhibitions, programs, tours and events must be paid for at the time of booking online at book.powerhouse.com.au (opens in new tab), onsite or by calling (02) 9217 0111.
  • Tickets are sold subject to availability and capacity limits. Powerhouse recommends pre-purchasing tickets to secure entry to events and exhibitions. For select events, Powerhouse may hold some tickets available at the venue for purchase until sold out.
  • Tickets are valid only when purchased through Powerhouse or through an authorised third-party agent. Entry may be denied where tickets have been purchased through an unauthorised vendor or where tickets have been tampered with, damaged or defaced.
  • Tickets are valid only for the event, date, and (where applicable) the session time, stated at the time of booking. It is recommended that visitors arrive at least 10 minutes before the scheduled session time.
  • Tickets are valid for a single entry. Once a ticket has been presented, scanned or otherwise validated by Powerhouse or an authorised representative, it cannot be used for any subsequent entry unless separately expressed.
  • Any attempt to copy, reproduce, transfer, duplicate or otherwise reuse a ticket to facilitate entry by another person will result in the ticket being deemed void. Powerhouse may cancel or invalidate the ticket and refuse admission to the event without liability to provide any refund, credit, reimbursement or other compensation, except as required by law.
  • Tickets must not be resold above face value, or used for any commercial purpose, without prior written consent by Powerhouse. Breach of this condition may result in the cancellation of tickets and admission may be denied. This is in addition to, and does not limit, the ticket on-selling restrictions in the Fair Trading Act 1987 (NSW) (opens in new tab).
  • Powerhouse may at its discretion, amend the prices of tickets offered for sale. Revised ticket prices apply to all tickets purchased after the date of amendment and do not affect already completed purchases. Refunds, credits and price adjustments are not available where:
    • The price decreased after a purchaser had already completed a purchase.
    • The applicable ticket was offered at a lower price at any time before the purchaser completed the transaction.
  • All ticket prices displayed on the Powerhouse website are inclusive of GST and, where applicable, per ticket fees. The advertised ticket price may not include fees that are applied on a per-transaction basis. Any applicable transaction fees will be calculated and added to the total amount payable at the time of sale.
  • Where a third-party ticket agent is selling ticket allocations on behalf of Powerhouse, different fees may be applied at the discretion of that agency. Powerhouse requires its authorised agents to disclose any such fees to you before you complete your purchase.
  • Concession and student tickets are available to visitors holding valid Australian Concession Cards. A valid Australian Concession Card must be presented upon entry at Powerhouse venues. Failure to produce the applicable Concession Card at the time of entry may result in entry being denied.
  • Visitors must advise of, or apply discount offers or vouchers at the time of booking. Discounts and offers cannot be retrospectively applied after a booking is complete.
  • Tickets may be sold with limits applied per customer or transaction for some events. Visitors who exceed the stated ticket limit may have their tickets cancelled without notice.
  • Companion Card holders are entitled to a free admission ticket for their companion subject to availability. Companion Cards must be presented upon entry to the venue.
  • To book Companion Card tickets or for visitors with accessibility requirements, bookings can be made by contacting Powerhouse at (02) 9217 0111.

Refunds, Event Cancellation & Rescheduling

  • Refunds, cancellations and exchanges are not available after purchase except in accordance with Powerhouse policy or as required under Australian Consumer Law.
  • No refund will be provided to any visitor who is refused entry, or removed from a Powerhouse site, for a breach of any Powerhouse Conditions of Entry.
  • If Powerhouse cancels or significantly changes a ticketed exhibition, program, performance or event, including due to circumstances beyond the venue’s reasonable control (such as weather, venue issues, illness of a presenter, industrial action or public health directions), affected visitors will be offered a refund, or, where reasonably practicable, a credit or exchange into an alternative session instead. Visitors can also offer the ticket fee as a tax-deductible donation to Powerhouse.
  • Booking and transaction fees are non-refundable, except in accordance with policy or as required under Australian Consumer Law.
  • Where an event is cancelled by Powerhouse:
    • Powerhouse will make a reasonable attempt to contact ticket holders to notify them of the cancellation as soon as is practical. Ticket holders should monitor their inbox and check powerhouse.com.au and Powerhouse social media in the lead up to the event to be notified of any changes.
    • A refund of the full ticket price will be returned to the original payment method used for the purchase. Ticket holders may opt for a credit if they prefer by contacting Powerhouse.
  • Where an event is rescheduled by Powerhouse:
    • Powerhouse will make a reasonable attempt to contact ticket holders to notify them of the change in event date/time. Ticket holders should monitor their inbox and check powerhouse.com.au in the lead up to the event to be notified of any changes.
    • Powerhouse will transfer your ticket to the new event date and issue a new ticket where required.
  • All liability relating to refunds and exchanges is limited to the amount paid for the ticket. Powerhouse is not liable to you for any losses as a result of cancelling or rescheduling an event, including for travel, accommodation or other expenses. This clause does not exclude any liability that cannot be excluded by law.

Admission

Privacy

  • Powerhouse may collect personal information, including your name, email address, billing details and payment information at the time of booking, as reasonably necessary to process your purchase and issue your ticket.
  • Additional information may be requested, as required, for the express purpose of facilitating an event or program. Additional information may be requested either on or after the date of purchase.
  • Your personal information may be used by Powerhouse for purposes associated with your visit or event, including to providing important information regarding your booking, to communicate any changes, postponements or cancellations, respond to enquiries and provide customer support. Where applicable, Powerhouse may also use your information to verify your eligibility for concession or member benefits.
  • All personal information will be collected, used and stored in accordance with the Powerhouse Privacy Policy. As a NSW Government agency, Powerhouse also collects, uses and stores personal information (including any health or medical information you provide to us in connection with a school, holiday or accessibility program) in accordance with the Privacy and Personal Information Protection Act 1998 (NSW) (opens in new tab) and, where applicable, the Health Records and Information Privacy Act 2002 (NSW) (opens in new tab). If you have a concern about how your personal information has been handled, you can contact the Privacy Officer at Powerhouse, or the NSW Information and Privacy Commission.
  • By purchasing a ticket, you acknowledge that you have read and understood the Powerhouse Privacy Policy and consent to the collection and use of your personal information as described in that statement. You may unsubscribe from or opt out of receiving marketing and promotional communications at any time.

School & Learning Program

  • ("School") refers to public, private, independent schools, early learning and all other organisations bringing groups of minor children into Powerhouse sites.

Changes to Existing Bookings

  • Changes to booked numbers or changes to your booking must be confirmed in writing by the school, 2 weeks prior to your visit. After which time, all details and payments must be finalised. No further reductions to numbers will be accepted after this date.
  • Powerhouse will issue an updated invoice to school groups where applicable changes are made.

Teacher to Learner Ratios

  • Powerhouse maintains supervisor-to-learner ratios to support learner safety and comfort. Supervisors are admitted free of charge within these ratios. Charges apply for additional supervisors.
  • School groups must adhere to the minimum supervisor-to-learner ratios of one or more teachers or supervising adults per 30 students for all bookings.

Payment

  • Student and supervisor numbers may be amended up to 2 weeks prior to your visit. After this time, Powerhouse staff and resources are committed to meeting the requirements of your school group and program. The number of participants invoiced at this time is final, and the full amount stated on the invoice is payable.
  • Full payment must be received two weeks prior to your visit. Payment cannot be made on arrival at the museum.
  • Schools making payment via EdConnect must finalise participant numbers and submit their purchase order directly to EdConnect at least 4 weeks prior to your visit to ensure payment is received on time.
  • GST is not charged on school bookings.
  • Powerhouse is committed to equitable access and offers reduced fees for schools eligible for support based on the Index of Community Socio-educational Advantage (ICSEA). For more information regarding eligibility, please contact the Powerhouse Contact Centre on (02) 9217 0111.

Cancellations and Refunds

Arrivals

  • School groups should arrive at least 15 minutes prior the start of your booked program to allow time for cloaking, toilet visits and/or a refreshment break.
  • Late running groups should contact the Powerhouse Contact Centre as soon as possible on (02) 9217 0111, available 7 days, 9am–9pm, to confirm that the required resources will remain available to your group on arrival.
  • In the event of late arrival, some elements or activities may need to be shortened, removed or modified to ensure the program finishes at the scheduled time. Whole or partial refunds or credits are not available in instances where a program has been shortened due to late arrival.

Before Your Visit

  • Schools and participants should:
    • Bring lunch and refreshments, including water and a sun hat for lunchtime play.
    • Not bring valuables other than items that can be carried with you.
    • School first aid bags (including medications) may be brought into the museum.
  • Organising Teachers must:
    • Advise Powerhouse of any medical requirements at the time of booking.
    • Advise Powerhouse of any access, learning or support requirements that may assist learners to safely and meaningfully participate, at the time of booking.

Sydney Observatory Tours

Weather and Cancellations

  • Tours are subject to weather conditions. Viewing of astronomical objects is dependent on cloud cover, time of day and date.
  • In the event that a tour is cancelled, including due to weather conditions, Powerhouse will notify visitors by email approximately 4 hours prior to the scheduled tour start time.
  • Where a tour is cancelled by Powerhouse, affected visitors will be offered a refund, credit or exchange into an alternative session, where reasonably practicable. See section Refunds, Event Cancellation & Reschedule.

Children and Supervision

  • Minors must be supervised by a responsible adult at all times. A minimum ratio of 1 adult to every 5 children in attendance applies to Sydney Observatory Tours.
  • Sydney Observatory Tours are not suitable for children under 6 years of age. Guided tours are recommended for children aged 12 years and over. Unsupervised children cannot be admitted to tours.
  • Groups with younger visitors are encouraged to book the Sydney Observatory Family Tours, designed for ages 6+.
  • All adults and children in attendance at a Sydney Observatory tour must hold a valid ticket for entry.

Booking, Payments and Refunds

  • Tickets for Sydney Observatory tours must be paid for in full at the time of booking and cannot be reserved without payment.

Accessibility

  • Tours include more than 100 stairs and some areas may be inaccessible to visitors with limited mobility or visitors using wheelchairs or mobility aids. For accessibility information or to discuss access requirements, please contact Powerhouse on (02) 9217 0111.

Seasonal Program & Holiday Workshop

Indemnity

  • The parent or guardian of any minor participating in a Powerhouse workshop or program agrees to release and indemnify the Powerhouse from any liability, loss, damage or expense arising out of or in connection with the participation of the child in the workshop or program. This indemnity applies subject to any liability being reduced to the extent that any unlawful or negligent act or omission of Powerhouse contributed to the loss, damage or expense.

Workshop Requirements

  • Holiday workshops are designed for specific age groups. Participants must meet the age requirement specified for the workshop at the time of registration.
  • Parents and guardians are responsible for considering the suitability of the workshop for the participating child. Refunds are not available where a child is dissatisfied with a workshop or does not meet the age requirement.
  • Powerhouse is committed to providing a safe and positive learning environment. Where a child is unable to participate meaningfully in a workshop, Powerhouse may contact the parent or guardian to arrange for the child to be collected.
  • For technology-based workshops, participants are expected to have basic computer and mouse skills.

Arrival

  • Participants should arrive 10–15 minutes prior to the commencement of the workshop.
  • Workshops are supervised by Powerhouse staff from drop-off until pick-up, including during breaks, unless otherwise specified.

Late Pick Up

  • If a parent or guardian is late collecting a participant, the Powerhouse Contact Centre should be contacted as soon as possible to advise (02) 9217 0111.
  • Where a participating child has not been collected at the end of a workshop, Powerhouse staff will attempt to contact the nominated emergency contact provided at the time of booking.
  • If the participant remains uncollected and a parent or guardian cannot be contacted, the matter may be escalated to the local police.

Child Safety

  • Powerhouse is committed to the safety and wellbeing of children participating in our programs. Powerhouse staff engaging with children in our programs hold a valid Working With Children Check, in accordance with the Child Protection (Working with Children) Act 2012 (NSW) (opens in new tab), and our programs are delivered in accordance with the NSW Child Safe Standards and the Powerhouse Child Safe Policy.

Before Your Visit

  • Participants should:
    • Bring lunch and refreshments, including water and a sun hat.
    • Bring any medication they may require during the workshop.
  • Parents and guardians must:
    • Advise Powerhouse of any medical requirements at the time of booking.
    • Advise Powerhouse of any access, learning or support requirements that may assist the participant to safely and meaningfully participate in the workshop at the time of booking.

Contact Us

If you have any questions about these Conditions of Entry, or would like help planning your visit, please phone (02) 9217 0111.

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