Gladstone Cinemas Ticket Purchasing Terms and Conditions
Effective date: 1 August 2025
Last updated: 1 August 2026
These Ticket Purchasing Terms and Conditions apply to tickets and associated cinema products purchased from Gladstone Cinemas online, through an official Gladstone Cinemas app, by telephone or at the cinema.
Gladstone Cinemas is operated by The Trustee for The Cam Family Trust ABN 42 217 817 664 (we, us or our).
By completing a purchase, the purchaser:
- agrees to these Ticket Purchasing Terms and Conditions;
- confirms that they have read and agree to the Gladstone Cinemas Conditions of Entry;
- agrees to bring the Conditions of Entry to the attention of every person for whom they purchase a ticket; and
- accepts responsibility for ensuring that any child or other person under their supervision complies with the Conditions of Entry.
Each patron also accepts the Conditions of Entry by entering or remaining on the cinema premises. A purchaser cannot waive another person’s legal rights, but must not knowingly purchase or provide a ticket for a person who will not comply with the Conditions of Entry.
These terms should also be read with our Privacy Policy, Gift Card Terms and CQ Starz Club Terms where applicable.
1. Please check your booking carefully
Before paying, please check:
- the cinema location;
- movie or event;
- date and session time;
- screen format, including 2D, 3D, Gold Room or other advertised experience;
- ticket type and any eligibility requirements;
- selected seats; and
- the total price.
The purchaser is responsible for checking these details before completing the transaction.
2. Prices and online booking fees
All prices are in Australian dollars and include GST where applicable.
Where an online booking fee is compulsory, the online ticket price displayed must include that fee in the total price. The fee may also be itemised separately in the basket or receipt for transparency.
Different prices may apply at the cinema counter, online, on different days, for different experiences or under a membership, promotion or concession. Eligibility conditions must be satisfied when the ticket is purchased and when it is used.
We may correct an obvious pricing or system error before accepting an order. If payment has already been taken for a transaction affected by an error that we cannot reasonably fulfil, we will contact the purchaser and provide an appropriate correction or refund.
3. When a booking is confirmed
A booking is confirmed when payment has been successfully processed and a booking confirmation or booking number has been issued.
Customers should check their confirmation promptly. If no confirmation appears, an error message is displayed or the customer is unsure whether payment was successful, they should not immediately attempt another purchase. They should first check their email and bank account, then contact Gladstone Cinemas to reduce the risk of duplicate bookings.
Customers must provide a valid email address and accurate contact information so that we can provide the confirmation and contact them about a cancellation or significant session change.
4. All selections are final
Except where required by Australian Consumer Law or expressly allowed under our voluntary refund process, all ticket sales and booking selections are final.
We do not exchange, transfer or move tickets to another session. We do not move, swap or change seats after a booking has been completed.
Customers who want a different session or seats should book their preferred replacement tickets and separately apply under section 5 if eligible.
5. Voluntary booking-change requests
If a customer can no longer attend or has selected the wrong session, they may submit a request using the official online Refund Request Form at least 24 hours before the advertised session start time.
This is a voluntary booking-change process offered by Gladstone Cinemas. It is not an automatic entitlement to a refund. Requests received less than 24 hours before the session, after the session has started or after the tickets have been used will not normally be approved for change-of-mind reasons.
Where a voluntary refund is approved, reasonable booking or service fees may be excluded from the refund. This does not apply where refunding those fees is required by Australian Consumer Law.
To avoid missing out, customers should purchase tickets for their preferred new session while the request is being assessed. Staff cannot hold seats or transfer the original booking.
6. Cinema or staff errors
If a Gladstone Cinemas staff member issues a ticket that does not match what the customer requested, the customer should raise it immediately and before entering the auditorium. We will correct a verified cinema error without requiring the customer to use the voluntary 24-hour process.
If the customer supplied or approved the incorrect movie, date, time, ticket type or seats, the voluntary process in section 5 applies.
7. Cancellations and significant changes by the cinema
Session times, screens and programming may change. If we cancel a session or make a significant change to a paid service and cannot provide a reasonable alternative accepted by the customer, we will provide the remedy required by Australian Consumer Law.
Depending on the circumstances and the customer’s rights, an alternative session, replacement ticket or refund may be offered. The voluntary 24-hour deadline does not apply to a remedy required by law.
Minor scheduling, screen or operational changes that do not materially alter the purchased service will be handled reasonably in the circumstances.
8. Australian Consumer Law
Nothing in these terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law.
Statements that sales are final apply to change-of-mind and customer booking-selection requests. They do not remove rights where a service is cancelled, materially misdescribed, not supplied with due care and skill or otherwise fails to meet a consumer guarantee.
9. Ticket types, concessions and identification
The customer must select the correct ticket type. Valid proof may be required for child, student, senior, concession, emergency-services, membership, companion-related, promotional or other restricted tickets.
If satisfactory proof cannot be produced, the customer may be required to pay the difference to the correct ticket price or may be refused entry. A refund is not provided merely because the customer is not eligible for the selected ticket type.
Child-ticket age limits and Gold Room age restrictions are displayed on our website and may vary by advertised session type. Sessions marked 18+ are restricted to persons aged 18 years and over, and acceptable proof of age may be required.
10. Film classifications and supervision
Australian film-classification requirements apply. Customers are responsible for checking a film’s classification before purchasing.
Required proof of age or evidence of a parent or guardian may be requested. Entry may be refused where classification requirements are not met. Children must be appropriately supervised.
Refusal of entry because a patron does not satisfy a clearly disclosed legal classification or identification requirement does not create an entitlement to a refund.
11. Allocated seating
Where allocated seating applies, patrons must sit in the seats shown on their tickets. Seats cannot be moved, swapped or changed after purchase for preference or convenience.
We may relocate a patron where reasonably necessary for safety, accessibility, maintenance or an operational issue. If an equivalent seat cannot reasonably be provided, we will offer an appropriate remedy.
Accessibility requirements should be raised before purchase where possible so that staff can assist with suitable options.
12. Arrival and admission
Patrons should arrive with enough time to collect or present tickets, provide any required identification and enter before the feature begins.
Late admission may be delayed or refused where entry would create a safety risk or unreasonable disruption. Missing part or all of a session due to late arrival does not normally entitle the customer to a refund.
Admission is expressly conditional on compliance with the Gladstone Cinemas Conditions of Entry, film-classification requirements and lawful staff directions. The Conditions of Entry form part of the contract for every ticket purchase and are available on our website and at the cinema on request.
A patron who is refused entry or removed for breaching those conditions will not normally receive a refund, subject always to Australian Consumer Law.
The purchaser must ensure that all members of their booking, including accompanying children, are made aware of the Conditions of Entry before attending.
13. Booking confirmations and ticket use
A booking confirmation, QR code or ticket must not be copied, resold for commercial gain or used more than once. We may refuse a duplicate, altered, unlawfully resold or previously used ticket.
The purchaser should keep booking information secure. We may ask for the booking number, purchaser’s name, identification or other reasonable evidence before reissuing or investigating a ticket.
14. Special events, promotions and third-party events
Special events, festivals, fundraisers, private functions, alternative content, promotional tickets and third-party events may have additional terms. Those terms will be disclosed with the offer and apply in addition to these terms.
Where a specific event term conflicts with these general terms, the specific term applies to the extent of the inconsistency, but it cannot exclude rights that cannot lawfully be excluded.
15. Gift cards, vouchers and CQ Starz Club
Gift cards, promotional vouchers, complimentary passes, loyalty rewards and CQ Starz Club benefits are subject to their own terms, stated expiry dates, eligibility requirements and exclusions.
Purchased gift cards and promotional or donated vouchers may have different legal and expiry conditions. Customers should check the terms printed on or supplied with the particular product.
16. Payment and refunds
Refunds are returned using a method reasonably selected by us, ordinarily to the original payment method where practicable. Processing times may depend on the customer’s financial institution or payment provider.
We may require reasonable information to locate and assess a transaction. Customers should not provide unnecessary medical records, identity documents or sensitive information. Where supporting evidence is reasonably required, customers may redact information that is not relevant to the request.
17. Privacy
We handle personal information in accordance with the Gladstone Cinemas Privacy Policy. Online booking and payment providers may separately handle information under their own policies.
18. Changes to these terms
We may update these terms from time to time. The terms applying to a purchase are those made available when that purchase is completed, except where a later change is required by law or benefits the customer.
19. Governing law
These terms are governed by the laws of Queensland, Australia. The parties submit to the courts and tribunals with jurisdiction in Queensland, subject to any rights a consumer has to bring a claim elsewhere.
20. Contact us
Gladstone Cinemas
Top Level, Gladstone Central Shopping Centre
61–77 Dawson Road, Gladstone QLD 4680
Phone: (07) 4972 0015
Website: https://gladstonecinemas.com.au/contact-us/
Refund requests must be submitted through the official Refund Request Form linked on our website.