Effective from 1 September 2025

Transfers & Refunds Policy

We know plans can change, and we want to make sure you feel supported every step of the way. Here’s a quick guide to how event credits and Refund Protection refunds work.

Race Roster Enhanced Refund Protection

If you purchased Race Roster Enhanced Refund Protection when you registered, you may be eligible for a refund if something unexpected comes up.

To make a claim, you’ll need to provide documentation that supports your situation—this could include:

  • A medical certificate or doctor’s note
  • A weather report
  • A mechanical repair invoice

To help things go smoothly, please include all relevant documents when you submit your claim.

How to make a claim:

  • Use the link in your Refund Protection Confirmation email received at the time of entry.
  • Or visit the Protect Request webpage

Accidentally bought Refund Protection? You can request a refund for the protection itself within 14 days of purchase. Just use the same link in your confirmation email to contact Protect.

Need help? Email: [email protected].  Please note that Refund Protection is managed by Protect Inc. for Race Roster. It’s not an agreement or insurance policy with The Event Crew. We don’t evaluate, approve, or process these claims.

Apply for Event Credit

If you didn’t purchase Race Roster Enhanced Refund Protection and you can no longer race, here’s what happens:

  • If you are unable to participate, you can email us to apply for an event credit – this must be completed by midnight Sunday, one week before your event date. Credits will not be issued in race week.
  • Credits will be issued minus a $15 admin fee for entries into events from September 2026 onwards.
  • Credits are strictly single use – no additional credit will be offered if you are unable to make the event you have applied your original credit to.
  • Event credit will be valid for 6 months.
  • No cash refunds will be offered on withdrawals for any reason.
  • Special note: Gold Coast Running Festival credit will be issued minus a $20 admin fee if you have had your pack posted out and have requested credit after the postal cut off of March 16.
  • Credits will not be issued for postage.
Non-Refundable / Non-Transferable Items
  • Athlete pack postage fees and made to order event merchandise (GC Running Festival / GC Triathlon singlets and shirts).

Event Changes and Transfers

  • Upgrading to a longer distance: Pay the difference in entry fees (subject to availability)
  • Downgrading to a shorter distance: No refund for the fee difference
  • Transfers to other events operated by The Event Crew: see above section on “Apply for Event Credit”
  • No transfers to other participants
  • If you have purchased Refund Protection but don’t meet the criteria to claim and choose to transfer your entry, your Refund Protection does not transfer to your new event and is non-refundable.

Event Cancellations (Weather or Government Mandates)

If an event is canceled due to weather or a government directive, entry fees are non-refundable.

Questions?

If you have any questions about refunds or transfers, feel free to reach out:  [email protected]