Consumer Policies
How bookings are handled during large-scale disruptions (e.g. extreme weather, public emergencies).
Last updated
Version 3.1. This Major Disruptive Events Policy ("Policy") explains how Pitchd handles bookings when large-scale events outside anyone's control make it impossible or unlawful for a Confirmed Booking to proceed. It applies to all bookings made through pitchd.com.au. Read it alongside the [Cancellation & Refund Policy](/legal/cancellation-policy), which this Policy overrides where it applies, the [Payments Terms](/legal/payments-terms), which govern how a refund is processed, and [Pitchd Cover](/legal/pitchd-cover).
In normal circumstances, cancellations and refunds are governed by the Cancellation & Refund Policy. This Policy applies only in the rare circumstances where a covered event — as defined in Section 2 — prevents or legally prohibits a Confirmed Booking from being completed.
When this Policy applies, both Suppliers and Consumers may cancel affected bookings without the penalties and consequences that would normally apply under the Cancellation & Refund Policy. This Policy is not an insurance product and does not replace the Supplier's own public liability insurance or any other insurance coverage.
When a Major Disruptive Event occurs, Pitchd will assess the situation to determine whether this Policy applies. If it does, Pitchd will:
Bookings outside the defined affected area and time period may not be eligible under this Policy even if the event affected the Supplier's or Consumer's ability to travel or prepare. The event must directly impact the booking location or make the service legally impossible to deliver.
The following events are covered by this Policy if they occur after the booking was confirmed, directly impact the booking location, and prevent or legally prohibit the booking from being completed.
Government-declared epidemics, pandemics, and public health emergencies that result in mandatory restrictions preventing the service from being delivered. This does not include diseases that are endemic or commonly associated with an area, or illnesses affecting only the Supplier or Consumer individually without a government declaration.
Mandatory travel restrictions imposed by a government authority — such as a lockdown, evacuation order, or shelter-in-place order — that legally prohibit the Supplier from attending the booking location or the Consumer from accessing the event venue. Non-binding travel advisories and voluntary restrictions are not covered.
Unforeseeable natural disasters and severe weather events that directly impact the booking location and prevent the service from being delivered. This includes earthquakes, floods, cyclones, tornadoes, tsunamis, and bushfires that are unforeseeable for that location at that time of year. Foreseeable seasonal weather is not covered.
Prolonged, widespread outages of essential utilities — including electricity, water, or gas — affecting the vast majority of properties in the booking location area and directly preventing the service from being delivered safely or at all.
Acts of war, terrorism, civil war, insurrection, riots, or other large-scale civil unrest that directly affect the booking location and make it unsafe or unlawful to proceed with the booking.
| Situation | Covered? |
|---|---|
| Supplier personal illness or injury (no government declaration) | No — see the Cancellation & Refund Policy |
| Consumer personal illness or injury | No — standard Consumer cancellation applies |
| Non-binding travel advice or government guidance | No — mandatory restrictions only |
| Cancellation of a third-party event the booking was made for | No — standard Consumer cancellation applies |
| Transport disruptions — unless caused by a covered event | No |
| Foreseeable seasonal weather — rain, heat, wind | No — unless it triggers a mandatory government restriction |
| Supplier equipment failure | No — see the Cancellation & Refund Policy |
| Financial hardship affecting Supplier or Consumer | No — standard cancellation applies |
| Change of mind by Consumer or Supplier | No — standard cancellation applies |
When a booking is cancelled under this Policy, the booking date remains blocked in the Pitchd Platform. Once the event has passed and the Policy is deactivated for the affected area, the date will be unblocked.
Pitchd will proactively activate this Policy for Confirmed Bookings in affected areas where a covered event has been declared. If you believe this Policy applies to your booking and you have not been notified, contact Pitchd support at support@pitchd.com.au and provide:
Pitchd will make reasonable efforts to assess your claim and respond within 5 business days of receiving the information reasonably required to assess it. Complex or large-scale activations involving many bookings may take longer.
This Policy only applies to events that occur after the booking was confirmed. If a covered event was already occurring or had already been declared at the time the booking was confirmed, this Policy does not apply. Consumers and Suppliers are expected to consider known risks at the time of booking.
This Policy takes precedence over the Cancellation & Refund Policy for bookings in an activated Major Disruptive Event area and time period and determines cancellation and refund eligibility in those circumstances. Refund processing and payment mechanics are governed by the Payments Terms. Pitchd Cover includes Major Disruptive Events as a protected scenario. Nothing in this Policy affects the Supplier's own insurance obligations or the Consumer's rights under the Australian Consumer Law.
Pitchd's determination of whether a Major Disruptive Event applies to a specific booking is final within the Platform. Pitchd will make these determinations based on official government declarations, verified media reporting, and other credible sources. Pitchd's determination does not affect your statutory rights under the Australian Consumer Law or any other applicable law.
Nothing in this Policy excludes, restricts, or modifies any right or remedy available to you under the Australian Consumer Law. Your statutory rights are preserved in all circumstances.
Pitchd may update this Policy from time to time. Where a change is material, Pitchd will provide reasonable notice by email or through the Platform where appropriate. Changes will not affect Confirmed Bookings made before the effective date of the change.
For all enquiries related to this Policy, contact Pitchd support at support@pitchd.com.au. Pitchd Holdings Pty Ltd (ABN: 27 700 271 174), Level 1/100 Overton Road, Williams Landing, 3027. This Policy is governed by the laws of Victoria, Australia.
