Refund Policy

This refund policy applies to any online transactions through our website

When you buy goods from a us, in law you have a number of rights as a consumer. These include the right to claim a refund, replacement, repair and/or compensation where the goods are faulty or misdescribed.

Your rights can vary depending on the type of item you purchase:

Event Tickets

If the event you have booked is cancelled, you are entitled to a refund of the face value of the ticket. This will normally be processed centrally when we are notified of an event cancellation.

If an event is rescheduled to another date, your tickets will be valid. If you can't make the rescheduled date, then you're entitled to a refund of the face value of the ticket.

You're not entitled to a refund for the ticket if an understudy appears in place of a show's headline star or a headlining artist changes from the ones advertised on a music festival line-up.

If you can no longer attend an event or you've simply changed your mind about going, you will not be entitled to a refund.


If one of the Student Groups (Club, Society or Student Media) you join, don’t deliver what you believe you were promised, you may be entitled to a refund. Here is our advice on how to request a refund with your Student Group:

  1. We encourage you to try to resolve the issue with the Student Group Committee in the first instance.

  2. If the group doesn't deliver what you believe you were promised, you are eligible for a refund up to 30 days from the date of purchase. To claim a refund, please email us at [email protected] and copy in the student group explaining your reasons for the refund request. The student group must confirm you are eligible for a refund before it is approved by the finance team.

  3. If an issue cannot be resolved with the student group, please email [email protected] detailing the dispute. 

  4. If you paid for a black or gold AU membership and you are claiming a refund for a sports club membership, this can only be refunded if you are only a member of one sports club.


Requesting a refund

To request a refund, please first contact the event organiser or group, explaining the reason for requesting the refund. The contact details will be listed on the item page. If you are unsure who to contact please email [email protected] and they will direct your query onto the relevant group/person.

Please include the order number in the email and include Refund in the subject.

If the refund is approved, the YUSU Finance Office will process refunds within 28 days of notification of the refund request. The refund will normally be made using your original payment method.

If the refund is not approved, you will receive a response explaining why a refund cannot be processed.


Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].

YUSU reserves the right to change these terms and conditions at any time without prior notice. In the event that any changes are made, the revised terms and conditions shall be posted on this website immediately.