Refund Policy

1. Refund Eligibility

Refund eligibility depends on several factors, including the type of service purchased, the rules set by the individual event organizer, the payment method used, and applicable local, state, or federal laws.

As a general rule, all ticket purchases are considered final and non-refundable unless otherwise stated at the time of purchase or required by law. However, refunds may be granted under the following circumstances:

• The event is cancelled by the organizer and not rescheduled.
• The event is significantly rescheduled (date, venue, or lineup changes materially affecting the original purchase).
• A duplicate payment was made for the same order due to a technical or processing error.
• A verified technical error on our platform resulted in an incorrect charge (e.g., wrong ticket type, incorrect quantity, or a failed transaction that was still charged).
• The purchase is covered by a mandatory legal refund right in the buyer's jurisdiction (such as consumer protection laws requiring refunds within a cooling-off period).

Refunds are evaluated on a case-by-case basis, and approval is not guaranteed simply because a request falls into one of the categories above. Each case is reviewed against the organizer's specific terms and our internal policies.

1.1 Non-Refundable Circumstances

Except where required by law, the following are generally not eligible for a refund:

• Change of mind or inability to attend for personal reasons.
• Failure to use a ticket, voucher, or credit before its expiration date.
• Incorrect purchases made due to buyer error (e.g., wrong date, wrong venue, wrong ticket category) where the listing was accurate.
• Minor changes to an event that do not materially affect the core experience (e.g., a supporting act change, small time adjustments, or venue amenities).
• Tickets purchased through unauthorized third-party resellers or secondary marketplaces.

2. Cancelled & Rescheduled Events

2.1 Cancelled Events

Our platform provides the technology to list, sell, and process payments for tickets; we are not the organizer, host, or venue owner, and we do not control decisions to cancel an event or permanently close a venue or space. Accordingly:

• If an event is cancelled by the organizer, or a venue/space is permanently closed, responsibility for issuing a refund lies with the organizer, host, or venue owner - not with our platform. Affected users must negotiate refund terms directly with the relevant organizer or host.
• Upon notice of a cancellation or permanent closure, we will hold ("block") any remaining funds owed to the organizer that have not yet been paid out, up to the amount reasonably necessary to cover affected ticket purchases. These funds will not be released to the organizer until a refund arrangement with affected users has been resolved or otherwise confirmed.
• Any funds already paid out to the organizer prior to the cancellation notice are not held or recovered by us and must be negotiated directly between the user and the organizer or host.
• We facilitate communication between users and organizers where possible, but we do not guarantee, underwrite, or issue refunds on the organizer's behalf for cancelled events or permanently closed venues.
• Users are encouraged to keep records of their purchase (order confirmation, payment receipt) when pursuing a refund directly with the organizer or host.

2.2 Rescheduled Events

If an event is rescheduled, users are generally given the choice to:

1. Retain their existing ticket for the new event date, or
2. Request a refund within a specified timeframe communicated at the time of the rescheduling announcement.

If no action is taken within the stated window, tickets may automatically be honored for the new date, depending on the organizer's policy. Specific deadlines and options will be communicated via email and/or account notifications when a rescheduling occurs.

2.3 Non-Refundable Fees

Service fees, booking fees, delivery charges, and payment processing charges are generally non-refundable, even when the ticket price itself is refunded, unless refunding such fees is required by applicable law. This applies to both cancelled and rescheduled events.

3. Refund Process & Timeline

3.1 Submitting a Request

Refund requests must be submitted through our official support channels (help center, support email, or in-app request form). Requests should include:

• Order or confirmation number
• Name and email address associated with the purchase
• Reason for the refund request
• Any supporting documentation, if applicable (e.g., proof of duplicate charge)

3.2 Review Process

All refund requests are reviewed in accordance with this policy and the specific terms set by the relevant event organizer. Some events may have stricter or more lenient refund terms disclosed at the point of sale, which will take precedence over this general policy where applicable.

3.3 Processing Time

Once a refund is approved, it will be processed within a reasonable timeframe, typically 5 to 14 business days, depending on:

• The original payment method (credit card, debit card, digital wallet, bank transfer, etc.)
• The policies of the issuing bank or payment provider
• Whether the transaction involved currency conversion

We are not responsible for delays caused by banks, card issuers, or third-party payment processors once a refund has been initiated on our end. Refunds are generally issued to the original form of payment; refunds to an alternate payment method are not guaranteed and may be handled at our discretion.

3.4 Partial Refunds

In some cases, only a partial refund may be issued - for example, when only a portion of an order is affected (such as one ticket in a multi-ticket order) or when non-refundable fees are deducted from the total.

4. Chargebacks & Fraud Prevention

Users are encouraged to contact our support team before initiating a chargeback with their bank or card issuer, as this often allows for a faster resolution.

Abuse of the refund system, fraudulent refund claims, or unauthorized chargeback attempts may result in one or more of the following actions:

• Denial of the refund request
• Reversal of any goods or credits issued
• Restriction or suspension of the user's account
• Reporting to relevant payment processors or fraud prevention networks

5. Special Circumstances

We may, at our sole discretion, offer refunds, credits, or alternative remedies outside the scope of this policy in exceptional circumstances, such as documented medical emergencies, bereavement, or other extenuating situations. Such accommodations are not guaranteed and are evaluated individually.

6. Changes to This Policy

We reserve the right to update or modify this Refund Policy at any time. Material changes will be communicated through our website or via notification. The refund terms in effect at the time of purchase will generally apply to that transaction, unless a change is required by law.

7. Contact Us

If you have questions about this Refund Policy or need to submit a refund request, please reach out through our official support channels listed on our website or mobile app.