Refunds & Cancellations

Refunds, Cancellations & Changes Policy Effective date: 24 February 2026 Version: 1.0

This policy explains how refunds, cancellations, postponements and event changes are handled on the TixEvery Platform.

Who is responsible for refunds? In most cases, the Event Organiser is the seller/merchant of record and is responsible for refund policies and decisions, subject to applicable law. TixEvery acts as an agent providing the Platform and may facilitate refunds on the Organiser’s behalf.

Where refund rules are shown Refund eligibility and rules should be displayed on the Event page, during checkout, and/or in the Organiser’s published policy. Always check the specific Event policy.

Event cancelled Where an event is cancelled, postponed, rescheduled or materially changed, refund or alternative remedy availability will be handled in accordance with the organiser's policy and applicable consumer law. Where a refund is due, it will generally be made to the original payment method.

Event postponed/rescheduled If an Event is postponed or rescheduled, the Organiser may offer ticket validity for the new date, transfers, exchanges, refunds or another remedy where required by the organiser's policy or applicable consumer law.

Material changes If an Event is materially changed, the Organiser should follow its policy and applicable consumer law, including any refund or alternative remedy that is available in the circumstances.

Products/Add-ons Products and Add-ons are generally fulfilled by the Organiser (or their linked promoter/artist). Refunds for non-delivery or quality disputes are handled by the Organiser, subject to applicable law.

Booking fees and excluded add-ons Booking Fees may or may not be refundable depending on the Organiser’s policy and applicable law. Some add-ons such as physical distribution, souvenir tickets, and booking fee protection may have separate refund treatment.

Chargebacks If a customer raises a chargeback, resolution follows the payment provider’s process. This can delay outcomes.

How to request a refund Contact the Organiser first using details on the Event page. If you cannot reach them, contact support@tixevery.com and we will route your request or assist where possible.

Fraud prevention and investigation We may delay or withhold refunds where fraud, abuse or chargeback risk is identified, consistent with applicable law.

Statutory rights Nothing in this policy removes your consumer rights under applicable law.

Operational refund handling

If an event is cancelled, postponed, rescheduled or materially changed, TixEvery may ask the organiser to confirm the remedy, timing and affected orders. Refunds may cover ticket face value, booking fees or other components depending on the reason, organiser policy, payment provider rules and applicable consumer law.

Physical ticket delivery, souvenir tickets, booking protection, refund protection, Secure My Booking products, donations, merchandise, digital add-ons and delivery charges may be treated separately from admission tickets. Donations are excluded from TixEvery platform fee calculations unless expressly agreed otherwise in writing, but may still be subject to payment processing fees, Stripe fees, chargeback costs, refund costs or other transaction costs. Booking protection, refund protection and Secure My Booking products are separate optional protection products and are not treated as Organiser ticket revenue. Some elements may be non-refundable once fulfilled, supplied or passed to a third party unless the organiser agrees, provider terms apply or the law requires otherwise.

For dated events, change-of-mind cancellation rights are generally limited after purchase, subject always to applicable consumer law. Fraud checks, suspicious activity, chargebacks, identity issues, duplicate payments, negative balances or pending organiser instructions may delay or hold refunds while evidence is reviewed.

Customers should provide order references and supporting evidence. Organisers should respond to refund escalations within a reasonable time. If an organiser fails to respond, TixEvery may escalate, restrict payouts, apply reserves or take other platform action available under the organiser terms. Chargebacks are handled through the payment provider's evidence process and may prevent duplicate refund processing while the dispute remains open.