Event Cancellation and Refund Policy
Event Cancellation and Refund Policy
1. Introduction
This Event Cancellation and Refund Policy outlines the terms and conditions under which refunds may be provided in the event of a cancelled, rescheduled, or otherwise altered event. We encourage all customers to read this policy carefully before purchasing tickets, as it forms part of the agreement between you (the ticket holder) and the event promoter.
When you purchase a ticket through our platform, you are entering into a contractual arrangement with the event promoter. Our role is to facilitate the sale of tickets on behalf of promoters and organizers. Accordingly, while we manage the transaction and ticketing process, the ultimate responsibility for refunds lies with the event promoter.
By completing a ticket purchase, you acknowledge and accept the conditions set forth in this policy.
2. Definitions
For clarity, the following terms are used throughout this policy:
Event – Any concert, show, festival, sporting competition, exhibition, or other ticketed activity promoted by the organizer.
Promoter – The organizer, producer, or entity responsible for staging and managing the event.
Ticket Holder / Customer – Any person who has purchased a valid ticket to attend an event.
Booking Fee – A non-refundable service charge applied at the point of purchase to cover administrative, payment processing, and platform costs.
Refund – The return of the ticket price, excluding booking fees, to the original payment method used at the time of purchase.
3. Event Cancellations
If an event is officially cancelled by the promoter, you will be entitled to a refund of the ticket price. Please note the following important details:
Refund Amount: Only the face value of the ticket will be refunded. Booking fees, transaction charges, and any associated service costs are non-refundable.
Confirmation Requirement: Refunds can only be processed once the promoter has officially confirmed the cancellation and authorized the refund.
Processing Timeline: Once confirmation has been received from the promoter, refunds will typically be issued back to the original payment card within five (5) working days. Actual processing times may vary depending on your bank or payment provider.
4. Rescheduled or Postponed Events
In some cases, instead of cancelling, a promoter may reschedule or postpone an event. If this occurs:
Ticket Validity: Your existing ticket will generally remain valid for the rescheduled date.
Refund Option: If you are unable to attend the rescheduled event, you may be eligible to request a refund of the ticket price (excluding booking fees).
Promoter Authority: The decision to provide refunds in cases of rescheduling rests entirely with the promoter. We are unable to override or alter the promoter’s decision.
5. Refund Process
All refunds are managed directly by the event promoter. Our ticketing platform does not issue refunds independently. The process is as follows:
Event Status Update: The promoter notifies us that the event is cancelled or rescheduled.
Communication to Ticket Holders: We send an official communication (usually via email) to all ticket holders outlining the cancellation or change, along with any instructions provided by the promoter regarding refunds.
Refund Authorization: The promoter authorizes the refund of ticket prices.
Refund Processing: Once authorization is confirmed, the refund is initiated to the card or payment method used during the original purchase. This typically takes up to 5 working days.
Please note: If your payment card has expired, been cancelled, or otherwise become invalid since your purchase, additional time may be required to arrange your refund. In such cases, you may be asked to provide updated payment details directly to the promoter.
6. Non-Refundable Items
The following items are strictly non-refundable under all circumstances:
Booking Fees – These fees cover the cost of payment processing, ticket distribution, and customer support services.
Transaction Charges – Any additional fees applied by your bank or payment provider (such as foreign exchange or transfer fees) are not refundable.
Merchandise or Add-ons – Any purchased merchandise, VIP upgrades, parking passes, or add-ons are subject to the specific terms outlined by the promoter and may not be eligible for refund.
7. Situations Beyond Control
While promoters make every effort to ensure that events proceed as scheduled, there may be situations beyond their control that necessitate cancellation or alteration. These may include:
Severe weather conditions
Natural disasters
Venue damage or closure
Government restrictions or public health emergencies
Technical failures that prevent the safe staging of the event
In such circumstances, the same rules apply: the ticket price (excluding booking fees) will be refunded, subject to promoter confirmation.
8. Limitations of Liability
It is important to understand the limitations of our responsibility:
We cannot be held liable for any additional costs you may incur as a result of a cancelled or rescheduled event. This includes travel expenses, accommodation bookings, or any other indirect costs.
Our liability is strictly limited to the refund of the ticket price (excluding booking fees) in accordance with the promoter’s confirmation.
We act solely as a ticketing service provider. The contractual responsibility for delivering the event rests with the promoter.
9. Customer Responsibilities
As a ticket holder, you are responsible for:
Keeping your contact information up to date to ensure you receive notifications of cancellations, postponements, or refunds.
Checking event updates through official communication channels and the promoter’s website.
Retaining your payment method or ensuring you provide updated information in case your original card becomes invalid before a refund is processed.
10. Dispute Resolution
If you believe you are entitled to a refund and have not received one within the stated timeline:
Please first check the communication sent to you regarding the event, as it may include specific instructions or timelines from the promoter.
If the issue persists, you may contact the promoter directly using the contact details provided in your booking confirmation.
Our customer service team can provide assistance in directing your query to the correct party, but please note that we cannot authorize or issue refunds independently.
11. Final Notes
We recognize that event cancellations can be disappointing and sometimes frustrating. Our commitment is to ensure transparency, fairness, and efficiency in the refund process, while respecting the authority of event promoters who ultimately make these decisions.
By purchasing tickets through our platform, you acknowledge and agree to the terms described in this Event Cancellation and Refund Policy. This ensures that all parties — ticket holders, promoters, and service providers — understand their roles, responsibilities, and limitations.
For further questions regarding this policy, please refer to our customer support team or contact the event promoter directly.