PLEASE FIND OUR COVID TICKET SALES TERMS AND CONDITIONS, THIS IS THE MOST CURRENT VERSION AND REPLACES ANY AND ALL PREVIOUS VERSIONS.
UPDATED 13/01/2021 - See version control for changes (bottom of page)
Please refer also to our frequently asked questions for more information.
This policy is an extension of and forms part of our ticket sales policy which has also been added below to make it easy to compare. You can also see it here.
We do understand that things come up in life, but as a business, we have to consider the costs involved in reserving and holding seats for people who don't show up to our classes.
When tickets are booked (ours are almost always fully booked) others miss out on the seat. We have to purchase class supplies a couple of weeks in advance in preparation for your class so by the time your class arrives we have already spent the cash allocated for your ticket on the supplies needed to teach your class. For those classes that require pre-work, we will have paid an artist to complete it (for example paint my pet and the requirement to pre sketch canvases). The holding of your seat means we also lose out on trying to fill it again.
This becomes particularly expensive as it happens regularly enough that we now need a policy for it.
Instead for those who are kind enough to let us know 48 hours in advance, we gladly offer the option of credit transfers please email us at to rebook. You can use that credit for any time in the next 12 months and transfer to any class, a $10 admin fee applies to process the rebooking for you.
Group bookings may be canceled or rebooked up to 1 week before the scheduled session, otherwise, each seat will incur a $25 cancellation/rebooking fee. The same time requirements apply for no shows in private events as they do for our general events.
All No Shows are charged the full amount without a refund. This is not negotiable and includes calling in sick.
PANDEMIC, EPIDEMIC, FLOOD, FIRE, RIOTS AND ALL OTHER SOCIETY LOCKDOWN EVENTS
If we are required to lockdown for any reason, our lockdown policy comes into place. This policy has been put in place to protect us and our clients and ensure the continuality of business.
This policy should be applied in conjunction with our refund/transfer policy. The refund/transfer policy applies to the letter in the first instance - but in addition to that policy - this policy comes into place when a society lockdown is required at any level.
This policy applies to private events and planned public events.
SIP N DIP LOCKDOWN PROTOCOL
In the event of a lockdown Sip 'n' Dip will follow the below protocol across all regions:
Review communications provided by the state and federal government and comply with the required actions.
Select the events we are required to postpone.
Contact our venues to advise our position, and provide advice as to which actions we are required to take to comply with said required actions.
Contact our artists to ensure their welfare, safety, and provide advice on any shift cancellations.
Contact our studio and advise closure requirements and additional safety requirements.
Based on these actions we will follow the below process in order:
Post on Facebook acknowledging the lockdown and providing confirmation that advice will be forthcoming. Then pin this post to the top of the page.
Add an automatic responder to the Facebook messager reflecting this message.
Add a pop up to the website reflecting this message.
Message all attendees via email to let them know their classes have been postponed with advice for when our next contact will be with them.
Change the title of events that have been postponed on both the website and on Facebook.
Once this sequence has been followed we will wait for advice from the local, state, and federal government as to the appropriate next step. Once restrictions are eased we will follow the below protocol:
Contact all our artists to check their comfort in teaching and confirm shifts.
Contact our venues to confirm their ability to host planned classes under any existing restrictions
Contact ticket holders via email for any events in the next 7 days and email them to confirm their classes will proceed.
Update the Facebook post, website pop up and autoresponder to include the new information.
Proceed to reschedule postponed events for 4 - 6 weeks' time.
Proceed to watch information advice from the local, state, and federal government as to the appropriate next step and action/repeat the protocol as required.
PPE & CUSTOMER SAFETY
Sip 'n' Dip reserves the right to apply the requirement for PPE equipment as a mandatory requirement of attendance. If customers can not comply for a health reason we will review on a case by case basis and agree to comply based on the government's policy. Customers can opt for a credit if they prefer not to attend as an objection to complying with this policy. Refunds will not be offered for customers who object to complying and wish not to attend as a result.
We recognise that some customers may be uncomfortable returning to class after a lockdown situation, this may be for a variety of reasons from fear for their own health and safety to an objection to wearing PPE equipment required to attend. In all cases, customers reserve the right to attend or not to attend. For customers who decide not to attend, an 48 hour notice period is required (or the ticket will be forfeit) and credits will be offered. Refunds will not be offered for customers who object to complying and wish not to attend as a result. If you no longer wish to attend an event due to concerns about COVID-19, this is treated under consumer law as a 'change of mind' please refer to the ACCC website for more information.
CUSTOMERS WHO HAVE COLD OR FLU SYMPTOMS
If customers have cold and flu symptoms that didn't exist prior to the 48 hour notice period (ie. they started getting sick within the notice period and couldn't give notice), they must not attend class. To get a transfer of ticket to another class customers MUST visit a doctor the same day to present with their symptoms in order to claim that transfer. If they present to a doctor with symptoms, they will test for COVID and require them to isolate. A copy of this isolation notice will be required to transfer the ticket or it will remain forfeited and be ineligible to transfer. Refunds do not apply.
The isolation notice will show the date and time customers were tested and verify they have let us know as soon as they could. Unfortunately, people have taken advantage of the government directive not to attend events and are using it as a way to circumnavigate the refund policy and so this policy applies to all tickets purchased.
POSTPONED EVENTS & REBOOKING
If we are required to lock down for a lockdown event, tickets will be postponed for the projected duration of the lockdown. After the lockdown has been finalised and restrictions are lifted we will resume rebooking classes. The ACCC expects that you will receive a refund or other remedy, such as a credit note or voucher, in most circumstances. We comply with this directive by offering to reschedule the event and offering a credit note if you are unable to attend if the lockdown exceeds 30 days we offer a full refund.
This policy confirms we will reschedule classes for the same day & time on a date approx 4-6 weeks after the postponed event allowing clients ample time to make arrangements to attend. If customers are unable to attend a credit without expiry will be offered. Refunds will not be offered if you can not attend the new date.
If lockdown events exceed 30 days at this point, we will proceed with blanket refunds week by week as lockdown progresses until we are able to recommence trade.
UPDATE: 13/01/2021 - 'Postponed Events' additional clarification on existing policy
The ACCC expects that you will receive a refund or other remedy, such as a credit note or voucher, in most circumstances, we comply with this directive by offering to reschedule the event and offering a credit note if you are unable to attend.
UPDATE: 13/01/2021 - 'Customer Preference' additional clarification on existing policy
If you no longer wish to attend an event due to concerns about COVID-19, this is treated under consumer law as a 'change of mind' please refer to the ACCC website for more information.