Complaints & Dispute Resolution Policy

This policy explains how customers and organisers can raise complaints or disputes about events, orders and platform use.

First contact

Customers should contact TixEvery support with the order reference, event name, issue summary and evidence. Where the issue concerns event delivery, venue access, lineup, goods or organiser promises, TixEvery may need to involve the organiser.

TixEvery role

TixEvery operates as a ticketing and commerce platform and, for many transactions, as the organiser's disclosed agent. We can help route messages, review platform records, process approved refunds and take safety action, but we do not control event performance, venue operations or organiser decisions.

Organiser responsibility

Organisers are responsible for accurate listings, lawful events, customer communications, venue arrangements, fulfilment and refund decisions unless TixEvery has an independent legal duty to act.

If an organiser does not respond

If an organiser fails to respond within a reasonable time, TixEvery may escalate internally, request more evidence, restrict payouts, apply reserves, suspend listings or take other proportionate action available under the organiser terms.

Evidence and chargebacks

Customers and organisers should provide clear evidence such as screenshots, emails, access logs, delivery records, venue notices or bank dispute references. Chargebacks may limit or affect TixEvery's ability to process a separate refund while the payment provider reviews the dispute.

Response timeframes

We aim to acknowledge support complaints promptly and provide substantive updates as soon as reasonably practicable. Complex event, fraud, chargeback or organiser disputes may take longer, especially where third-party evidence is required.