COVID-19

FREQUENTLY ASKED QUESTIONS

COVID-19 (Coronavirus) - FAQ's

The below information is intended to our Eventfinda Stadium members, hirers and other visitors to understand the protocols and requirements that will be in place at our venue while New Zealand navigates our way through the Covid-19 pandemic. 

Visitor Information

Can I get a refund if an event is cancelled?

Eventfinda’s ticket purchase terms and conditions can be viewed by clicking here. Unless an event is cancelled or for other reasons as required by NZ law, ticket purchases are not refundable.

In the event of a cancellation, ticket holders will be notified by Eventfinda, and refunds will be actioned directly via the Eventfinda platform. If the customer booked online or via the Eventfinda contact centre then refunds are pushed back to the credit card used on the original purchase. Depending on your bank it can take between 5-10 days for the refund to show on your bank statement, depending on banking volumes.

If the tickets were booked at an Eventfinda agency, then the customer will need to return to an agency to get their refund direct.

What should I do with my ticket if an event is postponed?

If the event is postponed, retain your ticket, it will be valid for the new event date. If you can’t locate your e-tickets, the first thing to do is check your spam/junk folder in case the tickets have landed there. You can always login into Eventfinda and check your purchase history in MyEventfinda. You can download any tickets you have purchased and print them again.

I have a membership and come to the stadium to play badminton casually. Do I need to purchase a separate Casual Court Session?

No, if you have a current membership you can enter using this. If you do not have a membership, yes you will need to purchase a session online

Does the ticketing policy for event visitors allow multiple entries and exits throughout the event (e.g. for smoking)?

No, during alert level 2 there will be no ‘pass outs’allowed which means once in and once out only.

Will my ticket still work if the event is postponed?

If an event is postponed all customers will be notified by Eventfinda and informed of the process. If the new date of the event is confirmed tickets will become available for that new date. Tickets do not need to be changed.

If the ticket holder is unable to attend the new date they are entitled to a refund.

If you can’t locate your e-tickets, the first thing to do is check your spam/junk folder in case the tickets have landed there. You can always login into Eventfinda and check your purchase history in MyEventfinda. You can download any tickets you have purchased and print them again.

Client Information

Can I separate rooms to maximise attendee numbers?

This may be possible where areas of the building can be separated in a way that guarantees there can be no mixing of persons between each zone, no sharing of any common spaces and each zone must use separate entrances and exits to any other zone whilst operating contact tracing requirements. This would be assessed on a case by case basis and must be approved by Eventfinda Stadium prior to any event being held.

How can EFS and/or your ticketing provider help me with contact tracing and registration for my event?

As per the EFS covid-19 management plan there are a number of contact tracing processes available depending on the type of venue use. The Eventfinda team have established great tools for hirers to use when building their event and collecting information for contact tracing purposes.

EFS and the Eventfinda team can work through this with you.

How long will it take to process refunds to ticket holders if the event is cancelled?

If an event is cancelled all ticket holders will be refunded. This process is actioned by the Eventfinda team as soon as we have confirmation from the Promoter.  All tickets holders will be notified to inform them, and then the refund of all ticket purchasers is actioned.

If a customer booked with the credit card/debit card online or over the phone their refund is actioned immediately by Eventfinda, however it sometimes takes their associated bank a few days to show this on the customers statement. If tickets are purchased from an Eventfinda agency then the customer returns to the agency to get their refund (cash/EFTPOS).

How many staff does Eventfinda Stadium need on site?

This is determined on a case by case scenario, but we are mindful of minimizing our staff onsite to allow our customers to maximise their attendee numbers. We still need to ensure we have adequate staff onsite to responsibly and safely run each event.

Will there be hand sanitizer available on site for my event?

Eventfinda Stadium provides some sanitizer stations in key areas around the facility as well as soap and running water in all the toilet facilities throughout the venue.

Do I need to provide PPE for my own event staff or does Eventfinda Stadium provide this?

As per the EFS covid-19 management plan, if you wish for any of your event staff to have PPE then it will be your responsibility and cost to provide this to them.

What happens if National Alert Levels prohibit my event from proceeding?

This will be approached on a case by case basis. It is expected that the terms of the venue hire agreement are the terms by which deposits and venue hire refunds will be determined.

How will we know if someone with COVID-19 is on site during my event?

It is likely Eventfinda Stadium would be notified by the Ministry of Health and from there we would be required to provide them with details of the movements of the party involved and anyone else who may have been in the venue at the same time as the party involved, including venue staff, security staff etc

Since my event is now smaller, can I get a reduction on my venue fee?

This will be approached on a case by case basis. At present, the terms of the venue hire agreement are the terms by which deposits and venue hire refunds will be determined.

How many staff are need to stream or broadcast an event?

This will be approached on a case by case basis and is a discussion and agreement between yourself and your broadcast partner.

Whose responsibility will it be to inform the authorities if we suspect an attendee has Covid-19, and who will undertake the contact tracing?

EFS will notify the correct authorities whilst following the suspected Covid-19 carrier procedures outlined in the EFS Covid-19 management plan.

What ticketing agent am I required to use?

Eventfinda Stadium uses only Eventfinda as the ticketing agent for all events held within the Stadium and therefore all clients must use Eventfinda to advertise and sell tickets to their events held with EFS.

Whose responsibility is it to keep contact tracing information for people in the venue?

We aim to have a collaborative approach between the venue, our ticketing agent and our hirers to keep contact tracing for each event. The EFS Covid-19 management plan will be the overarching document by which all decisions will be made with regard to contact tracing.

Who will take care of cleaning?

EFS in line with the Eventfinda Stadium covid-19 management plan.In some circumstances hirers may want to supply cleaning staff to assist with this process and this is to be agreed on prior to the event.

Will I get my deposit back if my event is cancelled due to a change in alert levels?

This will be approached on a case by case basis. At present, the terms of the venue hire agreement are the terms by which deposits and venue hire refunds will be determined.

Want if I do not want to take peoples information for contact tracing purposes?

In line with the Eventfinda Stadium Covid-19 management plan and government requirements, the ability to record attendees’details and contact trace will need to be in place for all events.

If you do not plan to comply, your venue hire agreement may be terminated.

Does the ticketing policy for event visitors allow multiple entries and exits throughout the event (e.g. for smoking)?

No, during alert level 2 there will be no ‘pass outs’allowed which means once in and once out only.

So venue staff and my event staff count as part of the capacity numbers for my event?

Yes, the number of people in the venue at all times must be no more than 95 including all venue personnel, or the applicable Covid-19 Alert level.

Who pays for the extra protocols and procedures in place?

This will be approached on a case by case basis. At present, the terms of the venue hire agreement are the terms by which deposits and venue hire refunds will be determined.

How do I contact all of my ticket holders if my event is postponed or cancelled?

In the case of an event cancellation or postponement – first advise your Eventfinda Event Manager of this change. They will then ‘flag’ the event as cancelled or postponed.

If the event is postponed and the new date is confirmed the original event date will be changed to reflect the new date. Eventfinda will message all ticket holders direct with the communication message you provide. Then Eventfinda will manage the cancellation/postponement process.

Ticketed events /cancelled or postponed: https://www.eventfinda.co.nz/ticketing/guide/my-eventfinda-ticketed-event-has-been-postponed-or-cancelled-what-do-i-do/

Other Resources

Information on New Zealand COVID-19 Alert Level Details Table updated 20th April 2020 can be found on the COVID-19 government website here.

Information on New Zealand COVID-19 latest statistics and data can be found on the Ministry of Health website here.

Information on how to wash your hands safely can be found on the COVID-19 government website page here.

Information on how to cough and sneeze safely can be found on the COVID-19 government website here.

Information on physical distancing can be found on the COVID-19 government website page here.

Information on how to look after others and your mental health can be found on the COVID-19 government website here.

Information on best cleaning practices can be found on the Ministry of Health website page here.

Unite against Covid-19

This government website has everything you need to know about Covid-19 in one place.

Health information

See the latest updates and advice from the Ministry of Health

Council updates

Check here for Corona Virus updates from Auckland Council

Important information regarding the latest Covid-19 Level 3 Lockdown

Eventfinda Stadium is currently operating under Level 2 - Event Facility restrictions. This means we are restricted to no more than 100 people per designated non mixing zone. Please ensure you follow the guidance when you are onsite to help us reduce the spread of Covid-19. For more information please see our information on management of Covid-19 in the Covid section of our Website.