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Please Note: The museum will close for Passover and ANZAC Day.

Terms and Conditions

  • Background

    1. These Terms and Conditions (T & Cs) govern all tickets issued by the Melbourne Holocaust Museum, herein known as MHM.

    2. Each time you purchase or otherwise obtain tickets in person or online you agree to be bound by these terms and conditions (Ts & Cs), when on our Premises (13 Selwyn Street Elsternwick 3185), at a museum experience, or attending one of our events, our Terms of Entry which are incorporated form part of these Ts & Cs.

    3. The MHM may vary these Ts & Cs from time to time by posting updated Ts & Cs on our website.

  • Ticket validity

    4. The MHM is the only authorised ticket seller for MHM museum experiences and events, unless we specify on our website that there are other authorised ticket sellers for a specific event.

    5. Tickets are valid only for the specific museum experience entry, event entry or program for which they have been issued, at the specific date and time period stated on the ticket.

    6. If your ticket is validated by another person for whatever reason, no further entries will be permitted in respect of that ticket.

    7. If you attempt to duplicate or re-use your ticket for the purpose of enabling another person to enter a museum experience or event to which your ticket relates, we will cancel your ticket and you will not be admitted nor entitled to any refund or reimbursement. For the avoidance of doubt, any ticket that has been duplicated without our written consent is invalid.

    8. We may require that you present valid identification evidencing that you are entitled to a concession or free ticket. If you cannot produce the required evidence, we reserve the right to deny you entry to the event or program.

  • Ticket prices

    9. The MHM reserves the right to change published ticket prices at any time and the new ticket prices will apply to all bookings completed after the change. All prices quoted are in Australian dollars and include GST if applicable.

  • Refunds, exchanges and cancellations

    10. Except as required under the Australian Consumer Law, and other than the circumstances in clause 11, we will not provide a refund to you in the following circumstances, but may try to re-book you to a different time and date (subject to availability):

    a) if you have booked the wrong session.

    b) if you have changed your mind.

    c) if there is a change to your personal circumstances.

    d) if you arrived late for your timed session.

    f) if you did not enjoy the event.

    11. In addition to your rights under the Australian Consumer Law, we will provide you with a full refund or try to re-book you to a different time and date (subject to availability) in the following circumstances:

    a) we, or the event organisers, cancel or postpone the event for any reason to a time and date you are unable to attend.

    b) we, or the event organisers, provided you with materially incorrect information regarding the event.

    c) Requests for refunds must be notified to us at least 24 hours prior to your scheduled ticket/event commencing by emailing reception@mhm.org.au and quoting the names of the persons the tickets were booked for.

    d) Requests for a refund that are made within 24 hours of your scheduled ticket/event time or after the ticket/event time will only be reviewed in exceptional circumstances and in accordance with Australian Consumer Law.

    12. In the event you or a member of your party fails to comply with these Ts & Cs you and your party may be asked to leave the MHM. In this circumstance, tickets will not be exchanged or refunded, unless required by law (including the Australian Consumer Law).

    13. We may replace lost, stolen, damaged or destroyed tickets if the authenticity of the ticket can be verified, including proof of purchase, and if you give reasonable notice prior to the scheduled start time for your ticket/event. We may not replace tickets if we suspect fraud or a breach of these Ts & Cs.

  • Liability and indemnity

    14. Except for any liability under the Australian Consumer Law that cannot be excluded, we exclude all other liability to you (howsoever arising), to the maximum extent permitted by law. Where liability cannot be excluded or modified by law, including under the Australian Consumer Law, the liability of the MHM is limited to the minimum permitted by law.

    15. We are not liable to you for any injury, loss or damage you incur to the extent that you breach these Ts & Cs or your negligence causes or contributes to that injury or loss. You hereby indemnify the MHM, our volunteers, employees, and contractors (MHM Personnel) for any loss or damage the MHM Personnel may incur as a consequence of your breach of these Ts & Cs or your negligence.

  • Privacy

    16. To process your transaction and contact you if there are any issues with your transaction or the event, we require your personal information (including payment method). Your personal information is collected, used, and stored in accordance with our Privacy Policy, which can be viewed online here. NOTE: MHM does not retain credit card information post the successful processing of a payment

  • General

    17. If any part of these Ts & Cs are held to be invalid, illegal or unenforceable, those terms will be disregarded to the extent of their invalidity and the remainder of these Ts & Cs will remain in full force and effect.

    18. These Ts & Cs are governed by the laws of Victoria, Australia.

    19. Food and drink are not permitted to be consumed on the MHM premises unless for a specific event or in accordance with an agreement. Food and drink should never be taken into the exhibition spaces and must be left with reception for the duration of your visit.

    20. Photography is permitted, unless specifically prohibited. No flash photography is permitted at any time. Commercial photography or filming by prior arrangement only.

  • Terms of Entry

    By entering the MHM Premises you agree to be bound by the following Terms of Entry.

    21. You will not:

    a) leave any bags or personal items unattended.

    b) have in your possession and/or refuse to surrender to MHM Personnel any prohibited items including but not limited to:

    i. Illicit substances

    ii. Dangerous or inappropriate items (e.g. weapons, fireworks).

    22. We reserve the right to:

    a) Request Identification

    b) inspect and search you and your belongings prior to entry and/or while you are on the Premises.

    c) require any bag or personal items to be stored in our cloakroom.

    d) exclude all bags or personal items from the Premises when deemed appropriate.

    e) deny entry or remove you from the Premises (without refund) if you refuse to comply with these Terms of Entry.

    23. Your behaviour must not interfere with the safety and experience of others. Specifically, you must not:

    a) behave in a way which causes or may cause property damage.

    b) threaten the safety of volunteers, staff, other visitors, customers, or any other persons.

    c) unreasonably interfere with other visitors’ experience of the MHM.

    d) behave in a disorderly manner including because of intoxication or display unlawful or offensive behaviour.

    e) behave in a rude or aggressive manner to any other person.

    24. You must not:

    a) touch or interfere with the artwork or any other objects in exhibitions or displays unless the item is clearly designated as an interactive element.

    b) smoke or use e-cigarettes anywhere on the MHM Premises.

    c) take photographs, audio, or video recording where this has been restricted.

    d) consume food or drink (including alcohol) inside the Premises unless otherwise indicated.

    e) consume alcohol on the Premises unless you are 18 years of age or older.

    f) bring animals onto the Premises unless they are registered assistance animals.

    g) enter areas of the Premises which are not open to the public, unless authorised to do so by MHM Personnel.

    h) bring bicycles, motorcycles, motorised/electric scooters or segways into the Premises

    25. Unless expressly specified, children under the age of 12 must always be under the supervision of a responsible adult (18 years of age or older) when on the Premises.

    26. Use of your image

    a) You consent to and authorise us to film, record or photograph you (Recordings), and to reproduce Recordings in any audio, video, or photographic display or other transmission, exhibition, publication or reproduction in any medium or context for any purpose without further authorisation by, or compensation or attribution to you. All Recordings are our sole property and you release us from liability arising on account of such usage.

    b) Security cameras operate on the Premises, and you acknowledge that you may be filmed when attending the Premises.