FREQUENTLY ASKED QUESTIONS

We have answered some of our most common questions here, but feel free to give us a call during business hours if you need more assistance.

Where is the Castle?
Just outside Ballarat, one hour from Melbourne. From Melbourne, the Western Freeway leads past the townships of Bacchus Marsh and Ballan to Ballarat. By train it takes approximately 1 hour and 20 minutes to travel from Melbourne to Ballarat.

What can visitors expect?
Reopening in March 2013, this is Australia’s only medieval adventure park, and recreates a legendary land of myths and medieval adventure. Within the Castle walls is a medieval village of activities, but first visitors negotiate the Dragon’s Labyrinth which tells of the legends and story of the Land of Kryal with the dragon that lives beneath the hill.

Is there jousting?
Of course! Kryal Castle is the only venue in Australia holding regular jousting spectaculars. The high-energy and dramatic jousting shows are action packed from start to finish! Jousting spectacles at the Castle are just part of the new colourful and entertaining arena shows and performances and are a highlight for all who visit the Castle.

Can I get married at Kryal Castle?
Yes! Travel back to an age of chivalry and romance to celebrate a fairytale wedding. Submerge yourself in medieval times with a ceremony in our quaint Chapel. The beautiful surroundings, inspirational menus and enchanting entertainment ensure every wedding at Kryal Castle is unforgettable. With luxury accommodation onsite, Kryal Castle is a complete destination setting for just you, or your party.

Are student education programs offered? Our Education Discovery Programs offer maximum interactive educational value, through unique and fun learning experiences. Kryal Castle is an outstanding environment to stimulate your students’ imaginations!

Can children have private birthday parties at Kryal Castle?
Children from 4-13 years can have an exciting, magical and fun-filled celebration at Kryal Castle! Our themed parties are: princesses; fairies; squires and dragons. Come and enjoy the best fairy bread in the Kingdom!

GETTING AROUND

Kryal Castle was built as a medieval fortress and, as such, has a number of steps, cobblestone surfaces and narrow doorways which present some limitations for some guests in getting around the site with a wheelchair or pram.

Wheelchair access to Kryal Castle is via the large gates to the left of the main entrance. To gain access please call Kryal Castle administration on arrival on 5334 8500 and our friendly staff would be happy to assist you.

Castle Suites offers special access for those with specific requirements . If you have special needs in relation to accommodation please call our friendly Suites reservation staff on 5334 8555.

If you have any further questions prior to your visit please contact our office, or during your visit please speak to any member of the team who will be happy to help you further.

About Oztix | Ticketing Q's | Event Q's

About Oztix

Q: Who is Oztix?
A: Oztix is an independent online ticketing agency that sells tickets for bands, promoters, venues and festivals you all know and love. We sell tickets for events nationwide via the individual band, promoter, venue or festivals website and a 1300 phone service.

Q: What is an Oztix account?
A: An Oztix account will make it quicker for you to purchase tickets. When you create an account, Oztix will store your delivery details. All you need to do is enter your email address and a pin (provided by you) and your details will automatically be supplied. An Oztix account also enables you to receive the Oztix newsletter.
*Note: Oztix does not store your credit card details.

Q: How do I create an Oztix account?
A: Simply click here and you can create an account now. Alternatively you can create an Oztix account when you make a purchase. Just tick the box to "Create Account" when entering your delivery details. For future purchases all you would need to do is type your email address and password and then press login.

Q: Do I have an Oztix account already?
A: If you have purchased tickets thorugh an Oztix online outlet before and chose to "Create Account", we will have your details already. Click here to see the list of bands, festivals, venues and events we have partnered with. If you're still not sure whether you have an account or not, it's fine to try and create one. If you have an existing account our website will let you know, and you will be able to reset your password via your registered email address if you can't remember it.

Q: How can I change my Oztix account details?
A: There is a My Account link on all of the Oztix shops. Simply click on the link, log in and you can change or edit your details at any time. You can also just e-mail us and we will change the details for you.

Q: How do I change my email address?
A: Contact us here or contact us by telephone on 1300 762 545 as we may need you to answer some questions to verify your account.

Q: Why can't I get into my account?
A: You may have entered your details incorrectly. You can contact us via the contact us section of this outlet or phone 1300 762 545 and we will look into it for you.

Q: My email containing my password has not arrived in my inbox. Why is this?
A: The first thing to do is check your junk mail. If you do not have Oztix as a member of your address book the email may end up in your junk inbox. If this fails to bring a result use the contact us section of this outlet or phone on 1300 762 545 and our friendly staff will help you retrieve your password.

Ticketing Q's

Q: How do I make a ticketing inquiry?
A: For general inquiries, please use the contact us section of this outlet or by phone on 1300 762 545. For order inquiries and refund requests please use the contact us section of this outlet or phone 1300 762 545. If you have a current order, please include your Oztix order number. This helps us locate your order quickly, which in turn will ensure that you get the quickest possible response.

Q: Where can I purchase ticket/s?
A: The best way to purchase a ticket is to visit the bands / venues website and follow the prompts. You can also peruse upcoming shows for all the Oztix ticketed events at oztix.com.au or by calling 1300 762 545.

Q: Why can't I find an event on your website?
A: When searching for an event in the 'Find Ticket' search bar at the top of our homepage, entering less information is more likely to yield a successful result. For example, searching 'queen' will return a result for all 'Queens of the Stone Age' shows, whereas searching for 'Peter Murray' will return zero results for 'Pete Murray'

Q: What do I need to purchase a ticket/s?
A: You will need your name, address, phone number and email. Please be sure to provide you full address including street number. You will also need either a VISA® or MasterCard®. At this stage Oztix does not accept AMEX® or Diners Club® cards.

Q: Does Oztix have retail outlets where I can pay in cash?
A: Yes we are glad to say that we do. Oztix supports your local indie music store by placing our ticketing system into their stores. For full details of our retail network please click here.

Q: Why is there a processing surcharge?
A: This is a cost incurred by Oztix in providing various payment options. If you wish to avoid paying a processing surcharge, you can purchase your tickets by paying cash at a retail outlet in person.

Q: How will I receive my ticket/s?
A: There are a number of different delivery modes:

Registered Post:
This is where Oztix will post you out a ticket. Upon delivery the tickets will have to be signed for by a resident at the address. If no one is able to sign for these tickets Australia Post should leave a note informing you that there is a parcel to be picked up from your local Post Office. The person whose name was used as the delivery name during the purchase will need to take photo ID to the Post Office along with the note to pick up the tickets.

Registered post usually takes between 5 and 7 business days to arrive.

If you have not received your tickets after 10 business days please check the tracking information using the Australia Post website, and the registered post number emailed to you, or call Australia Post on 13 13 18 ext 2.

eTicket (Venue Collect):
This is where Oztix automatically adds your name to a door list which we send to the venue.The person who purchased the ticket will need to show photo ID matching the name on the order at the venue on the day/night of the event. We can only attach one name on to each order for collection, so please note that if an order is for multiple tickets, all people will need to arrive together. If you can no longer attend please contact us with name changes no later than 48hrs prior to the event.

eTicket (Barcoded):
This is where Oztix emails you your order confirmation with a PDF attachment with a barcode for each ticket you have purchased. You will need to print this out and bring a copy to the event.
It is absolutely fine to separate barcodes from the original page if people using the tickets wish to arrive at different times, please just ensure that you have one barcode per person.

Outlet Collect:
This means you will need to go to an Oztix retail outlet with your photo ID anytime between now and 4pm on show day to collect your tickets. A list of Oztix retail outlets can be found here.

Q: What should I do if I cannot open the PDF attachments or cannot print tickets?
A: To open the PDF tickets attached in the confirmation of purchase email you will need to the latest version of Adobe Acrobat Reader installed on your computer. In the event that you do not have this program installed, please CLICK HERE to download and install this program. Alternatively you can print your PDF from the ‘My Account’ option of the Oztix website

Q: My ticket/s have not arrived! Why could this be?
A: All envelopes posted by Oztix are registered with Australia Post. In most circumstances the postie has forgotten to leave you a note stating that your tickets are available for pick-up. In this instance head to http://auspost.com.au/track/ with the Australia Post tracking number emailed the day your order was posted or call your local post office prior to contacting Oztix. If this fails to resolve your issue you can contact us here or contact us by telephone on 1300 762 545.

Q: Can I change the name on the door list?
A: E-Ticket (Venue Collect)

Your name will be on the door list at the venue; this will be alphabetised by first name and you will need photo ID that matches the name you entered when purchasing. If the order is not in the name of the person who is picking up the tickets, you can update the name on the door list by logging into the “My Account” feature of our website here, locating your order under “Orders” and modifying the name on the order by clicking “Modify”. You can only update the name on the order provided that ticket sales for the event have not closed (i.e. usually 1 hour prior to the event). Please note: All people who you have purchased tickets on this order must arrive to the venue at the same time – we cannot put names against individual tickets purchased.

If you encounter any difficulties after attempting the above, please email us at orders@oztix.com.au

Q: How do I get a refund?
A: All tickets purchased are non-refundable or non-transferable. This means we are unable to process refunds on tickets. Tickets must be treated like cash, if they are lost or stolen there is no recourse for a refund. If a show has been cancelled by the promoters, Oztix will email you explaining this and the card used to make the purchase will be automatically refunded.

Q: Why isn't my order being processed?
A: There could be several reasons for an order not processing correctly. When you have a problem in the purchase process Oztix informs you of the problem by a notice which appears in a red box at the top of the screen. The reasons for troubles are as follows:

"Processing Error"
This may be due to a number of reasons such as a busy payment gateway or bank. It may also be because you accidentally entered wrong credit card details or you are attempting to use a credit card that we do not accept. Please double check that your credit card is a Visa or MasterCard and that you have entered the correct number and expiry date - then wait a moment and try again.

"Invalid account number"
Please double check that your credit card is a Visa or MasterCard and that you have entered the correct number and expiry date - then wait a moment and try again.
Please note: at this stage we do not accept Bankcard, Amex or Diners Club cards.

"Timeout waiting for Processor response - Bank timed out"
The error is because our bank has indicated that it is currently 'busy'. This can happen when your bank or financial institution is experiencing a very heavy demand. This issue is unfortunately out of our control. Please wait a moment and then try again to process your order. If you continue to have problems please contact us and we will do our best to resolve the situation and help you process your order.

"Declined" and "Insufficient funds available"
Unfortunately, the bank has indicated that your credit card has been declined. This could be due to a number of reasons - possibly that you have insufficient funds. If you continue to have a problem and you are sure you have sufficient funds you can try contacting your bank, or try using another credit card. You can also contact us and we will do our best to help you out.

"Referral"
This means that your bank will not automatically process the funds through our system and has most likely put the funds for this transaction on hold. It may seem that the funds have left your account, however in most cases we have not received the money and it is being held by your bank awaiting additional authorization. You can contact your bank for more information. We have no control over your banks decision to do this but we will do everything within out power to make sure you receive the tickets you have tried to order.

"No response from Payment Gateway"
The error is because the payment gateway has indicated that it is currently 'busy'. This can be due to a large number of reasons one of which being the payment gateway is experiencing a very heavy demand. This issue is unfortunately out of our control. Please wait a moment and then try again to process your order.

If you continue to have problems please contact us and we will do our best to help you out.

Q: Why can't I purchase more than 8 tickets?
A: As a conscientious ticketing agent, we take the issue of illegal ticket scalping very seriously. One of the many measures we have put in place is an 8 ticket per customer limit, which ensures that anyone attempting to engage in illegal scalping cannot buy more than what we consider to be a reasonable number of tickets.

Q: Can I re-sell my tickets?
A: If you can't attend an event for legitimate reasons and want to sell your ticket via an online auction site, trading post or Social Media forum, Oztix will not object to your sale as long as the selling/offer price is no more than the face value of the ticket (ie. what you paid for the ticket).

Q: Can I buy tickets if I am based overseas?
A: Yes, to purchase tickets from an international address you will need to enter your address details the best you can, and also include an Australian State or Territory in the relevant field for the order to finalise.

Oztix does not post tickets to international addresses; therefore you will need to select the delivery option of Barcoded E-ticket or Venue Collection.

Q: I purchased a ticket off a 3rd Party; can I check if it is valid?
A: Oztix does not support any purchasing via third party websites or bidding sites. It is at your own risk that you use these types of websites and we do not take responsibility for any issues that may arise from using these facilities. Oztix recommends that you always secure your tickets from authorised sellers and resellers. We only recommend that you purhcase through someone you know and trust, as we cannot verify the authenticity of tickets purchased, other than with the registered account holder associated with that ticket.

Q: Do you accept Companion Cards?
A: This will vary for event or venue, please contact the venue and query this as the venue often requires prior notice.

Event Q's

Q: What are the age restrictions for an event?
A: Age restrictions for an event vary widely, so we recommend reading the event page carefully to determine if you are eligible to be allowed into an event before purchasing a ticket. Age restrictions are never set by as the ticket company, rather they are determined by the promoter / band / venue.

Some events have special age restrictions (eg. 12+), which are explained wherever applicable, but the most common age restrictions are as follows:

18+: Sorry juniors this show is for people who are over 18 only. No ID, No Entry.

All Ages: Hooray for everyone. The doors are open for all.

All Ages Licensed: This means that the doors are open for all. However there will be licensed drinking areas where there is consumption of alcoholic beverages. You will need to show photo ID in order to gain access to these areas. No ID, No Entry to the licensed area.

Under 18: This is one for the younger generation. Anyone who is 18 or older than 18, will not be admitted. The rules for under 18 shows do vary per venue and for some shows guardians are allowed with kids under 18. Please check with the venue for clarification.

Q: How can I get in touch with a Promoter / Venue / Band?
A: Each band / promoter / venue will have their own website with a contact us section. This is the best way to get in touch with whomever you are chasing. Oztix is unable to release contact details for promoters or bands. If you are chasing a venue then you can go to that particular venues online ticketing site and their contact details are available in the venue information link.

Q: What time does a performer come on?
A: This is a question we cannot answer. The only information we are given in regards to times is the Doors Open time. This is provided online and is visible next to the venue name during the purchase process.

Q: Can I wear shorts / thongs or a singlet to this gig?
A: Each venue or event will have different rules in regards to what you may or may not be able to wear. Each event Oztix sells tickets for has a disclaimer about the event on the first page of the purchase process. This will give you generic details of venue restrictions. Best bet is to visit that particular event / venues website and details of their rules and regulations will be available there.

Q: Can I take a chair / food / drinks or an umbrella to an event?
A: Once again this will vary between events. As a standard rule anything that may cause harm to another person will not be admitted into a venue / festival. Some events will allow food and drink to be brought in, however glass as a standard will not be admitted. You should check on the events / venues website for exact restrictions and regulations.

Q: What is the presale password?
A: Presale passwords are obtained via artist or festival fan club mail outs, newsletters and/or Social Media pages. A presale password is not the same as your My Account password.