Thirroul man waiting for Wet'n'Wild refund

Illawarra residents are still waiting for answers from the promoter of a New Year's Eve festival at Wet'n'Wild Sydney, which was cancelled just hours before gates were due to open.

Up to 9000 tickets - priced from $110 to $200 - had been sold for the event at the newly opened water park, with more than 50 DJs due to play across six stages.

The promoter, One Cube Entertainment, abruptly cancelled the event on the morning of December 31, citing "a major technical production issue."

"We heard on social media at 11am that it was cancelled, then finally got a text message from the promoters later on," said Clint Gaddes, from Thirroul.

Mr Gaddes and a group of friends bought VIP tickets at $200 each, and pre-booked a hotel in Rooty Hill at $270 for a twin room.

"I thought it was a joke. There was no indication it would be cancelled. Even the day before, the promoters were still advertising it on Facebook."

One Cube said the event was postponed, not cancelled, and will instead be staged on Australia Day.

After initially refusing to offer refunds, One Cube finally caved in to a huge public backlash on social media. The festival website, nyefestival.net.au, said refunds would be available from yesterday.

However, Mr Gaddes has not heard any official word on how and when he will see his money again.

"We'll be going for a refund on principle. I don't want to go on Australia Day after such poor organisation," he said.

On Friday morning, the event promoter posted the following on its Facebook site.

Courtney Uren, from Gerringong, received a ticket to the festival as a Christmas present from her sister, Hayley. She only heard about the event's cancellation through a friend.

"We were actually shopping for an outfit for the night when we heard," Ms Uren said.

"We tried, but it was too late to organise anything else. We didn't know what to do."

She said she sent several emails to One Cube and Wet'n'Wild asking about refunds, but had received no response at all.

"We want our money back. It's uncertain - what if they cancel the Australia Day event too?" she said.

"We haven't heard anything, nothing from either company about when or how to get refunds."

NSW Fair Trading Minister Stuart Ayres said all patrons were entitled to refunds under consumer law.

"These provisions require consumers to receive a full refund when services are not provided, if they so choose," he said.

"We expect the promoters to provide full refunds to patrons who want one."

Ms Uren said she was just disappointed to have her night ruined.

"It was really inconvenient and cruel to do that on the day," she said.

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