Changes and Refunds

Last updated: 9 October 2025 (NZT)

This page explains our policy for handling requests for refunds, upgrade, transfers, and credits for Events operated by Agile on the Beach NZ (AOTBNZ).

Each section below opens with a one-line summary. If the summary and the detailed wording that follows clash, the detailed wording wins.

If anything here is unclear, email trustees@agileonthebeach.co.nz

Your rights

This policy sits alongside our Ticketing Terms. Nothing here limits your rights under the Consumer Guarantees Act 1993 or obligations under the Fair Trading Act 1986.

Upgrades

Want more perks? Pay the difference if inventory exists; no downgrades.

If a higher-tier ticket is still available, you can upgrade by paying the difference (but there are no downgrades). We’ll send a quick payment link and update your confirmation once paid.

Transfers, resale, and refunds (requested by you)

Transfer your ticket at any time; request a resale if 30+ days before the Event; otherwise we’ll offer a credit unless a refund is required under NZ law.

  • If you are unable to attend, you can either transfer your ticket or ask us to resell it for you.
  • Transfers: If you are able to find someone willing to take on your ticket before the Event:
    • Email us with your order number, the new ticket holder’s name, email address, and any dietary or access needs so we can support them.
    • The new ticket holder is responsible for reimbursing you.
    • We will not charge you for this service.
  • Resales: If you are unable to transfer and there are more than 30 days before the Event, you can ask us to put it up for resale:
    • We’ll try to place your ticket with our waitlist or back into general inventory.
    • If we can resell, we will refund you the ticket price, less a NZD $30 fee — to cover admin and non-refundable payment-processor fees — which we’ll confirm by email.
    • If we can’t resell, we’ll offer a credit for a future Event, with a refund if required under the Consumer Guarantees Act.
  • Late request: Within 30 days of the Event, we’ll offer a credit for a future Event, unless a refund is required under the Consumer Guarantees Act, in which case we’ll process it within your statutory rights.
  • How to request: Send us an email to trustees@agileonthebeach.co.nz, from the address that placed the order, explaining your circumstances.

Changes, postponement, and cancellation (by us)

Speakers/schedules may change. If we cancel, you’re refunded; if we postpone or move online, you’ll have the option of a credit/transfer.

We may adjust programme items, speakers, timings, or rooms. If we cancel the Event, we’ll refund ticket fees (we can’t cover travel/accommodation). If we postpone or materially change format (e.g., move online), we’ll offer a credit or transfer to the new date/format.

Processing times

  • We’ll acknowledge your request within 5 business days.
  • We’ll confirm the outcome within 10 business days (once we know if resale is possible).
  • Approved refunds are initiated within 10 business days; your bank/card provider may take longer to display funds. 

Add-ons, masterclasses & merchandise

Masterclasses and other add-ons follow the same transfer, resale, and refund rules, unless specified otherwise at time of purchase. Complimentary tickets or perks (e.g., T-shirts included with certain tiers) aren’t eligible for return/exchange — although defective items will be replaced where stock allows at the Event or refunded if replacement is not possible.

How to contact us

Email: trustees@agileonthebeach.co.nz

Please include your order number, name, and what you’re asking for (upgrade/transfer/resale/credit/refund) so we can help quickly.

Helpful related pages

  • Terms of use — the implied terms you accept by using this website
  • Code of Conduct – our expectations for a safe, inclusive event
  • Privacy – how we handle your data
  • Ticketing – your contract when buying a ticket

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