Refund Policy

1. Who sets refunds

Tickts is a ticketing platform, not the seller of your Ticket. For every Event, the Organiser is the merchant of record: they receive the ticket money directly into their own Stripe account, and they set their own refund policy. This Refund Policy explains how refunds work in practice. It sits alongside, and does not replace, our Terms of Service (in particular Section 5), and it does not affect your statutory consumer rights (see Section 6 below).

2. If an Event is cancelled

If an Organiser cancels an Event, you are entitled to a full refund of the ticket price. Tickts will help facilitate the refund through Stripe, but the refund is paid from the Organiser’s Stripe balance, as Tickts does not hold ticket-sale funds. Add-ons bought with your Tickets are refunded on the same basis.

2a. Online Events

For an online Event, your admission is a joining link (for example Zoom, Teams, Google Meet, or a webinar link) sent to the email address on your order. If you do not receive a joining link before the Event starts, or the link does not admit you and the Organiser does not put it right, the Event has not been supplied to you and you are entitled to a full refund of the ticket price from the Organiser, the same as for a cancelled Event. Check your spam folder and contact the Organiser first; we can help pass your request on. Problems caused by your own device, software, or internet connection are not grounds for a refund under this section.

3. Other refund requests

For any refund that is not because the Event was cancelled (for example, you can no longer attend), whether you get a refund is at the Organiser’s discretion, in line with the refund policy they set for the Event. You should contact the Organiser in the first instance. You can do this from your order, or we can help pass your request on. Tickts may assist in facilitating communication, but is not obliged to issue a refund on the Organiser’s behalf.

3a. Donations

A donation is a voluntary gift, separate from your Ticket, and is not part of the ticket contract. It is paid directly to the Organiser (or to the charity running the Event). Donations are non-refundable, including where your Ticket or the Event is refunded or cancelled, because the gift has already passed to the Organiser or charity. An Organiser may choose to refund a donation at their discretion.

Gift Aid is offered only on Events run by a charity recognised by HMRC and verified on the Platform. If you Gift Aid your donation you must be a UK taxpayer, you make a declaration, and you provide your home address so the charity can claim Gift Aid from HMRC. The charity, not Tickts, makes the claim and is responsible for it. If your donation is later refunded after Gift Aid has been claimed, the charity is responsible for adjusting the claim with HMRC.

3b. Gift cards

Gift cards are prepaid credit with a specific Organiser and are non-refundable once delivered, except where required by law. If a gift card has an expiry date it is shown before you buy, and any unspent balance is lost on expiry. Where an order paid with a gift card is refunded, the refund is returned as gift-card balance with that Organiser. Because the prepaid funds are held by the Organiser, any remedy for an unspent balance if the Organiser ceases trading is against the Organiser.

3c. Pay-what-you-can Tickets

Some Tickets are “pay what you can”, where you chose the amount you paid, at or above a minimum set by the Organiser. Any refund is of the amount you actually paid, on the same basis as any other Ticket for that Event.

4. How refunds are paid

Because ticket-sale funds are paid directly to the Organiser’s connected Stripe account, any refund (full or partial) is issued from that account back to your original payment method, usually within 5 to 10 business days depending on your bank. Other than fan-to-fan resale transactions (see Section 5), Tickts does not hold, receive, or control ticket-sale funds and does not refund them out of its own resources.

By payment method. A refund is always made to the method you used to pay. If you paid by card (online, or in person via a card reader or Tap to Pay at the Organiser’s box office), the refund goes back to that card, and the card chargeback route with your bank remains available if the Organiser does not refund you. If you paid by Pay by Bank (open banking through Stripe), the refund is returned to the bank account you paid from; because that is a bank-to-bank payment and not a card payment, the card chargeback route does not apply to it. You can still raise a dispute or complaint about the payment with your own bank, which processes open-banking payments and may be able to help under its complaints procedure. Cash and other payments handled by the Organiser outside the Platform are refunded by the Organiser through the same channel (see Section 5).

Refunds offered as credit. An Organiser may offer you a refund as credit (for example account credit, or a gift card with that Organiser) instead of a refund to your original payment method. You are free to accept credit if it suits you, but where you have a statutory right to a refund (for example because the Event was cancelled), you can ask to be refunded to your original payment method instead.

5. Resale, box office and reserve-and-pay

Resale Tickets. If you buy a Ticket through our fan-to-fan resale feature and the Event is cancelled, you are refunded and the seller is not paid. If a listing is no longer available at the moment you buy, you are automatically refunded in full. See Section 6a of our Terms of Service for how resale works.

Box-office Tickets. Where you obtained a Ticket through an Organiser’s box office (cash, card-present at the venue, or complimentary), no Stripe payment was processed. Any refund is made by the Organiser through the channel the payment was originally taken, and you do not have chargeback rights against Tickts or Stripe for those payments.

Reserve and pay. Where you reserved a place and paid the Organiser directly rather than through the Platform, any refund of that payment is made by the Organiser through the same channel, and you do not have chargeback rights against Tickts or Stripe for it.

5a. Payment plans and group payments

Payment plans (instalments). If you paid for Tickets over a payment plan and the Event is cancelled by the Organiser, no further instalments are collected and any refund of what you have already paid is subject to the Organiser’s refund policy. If you stop paying and your plan is cancelled for non-payment, your Tickets are revoked and the reserved place is released for sale; the Organiser may retain the deposit to cover the cost of reserving and then re-releasing your place (a genuine pre-estimate of their loss rather than a penalty), and any instalments you paid beyond the deposit are refunded to your original payment method. The full terms of a payment plan are in Section 7 of our Terms of Service.

Split the bill (group payments). If you paid your share of a group “split the bill” order and the group does not complete it before the deadline, your share is refunded to your original payment method and no Tickets are issued. Once a split is complete and Tickets have issued, refunds follow the ordinary rules above and the Organiser’s refund policy, refunded to each participant individually. See Section 4c of our Terms of Service.

5b. Call Dibs and Make-it-happen Pledges

Call Dibs. When you call dibs on a sold-out Event you save a card but are not charged unless a place opens up and your dib is fulfilled. If no place opens, your dib expires (after 30 days, or when the Event starts, whichever is first) and nothing is charged, so there is nothing to refund. You can cancel an unfulfilled dib at any time. If a dib is fulfilled and your Ticket issued, it is refunded on the ordinary basis above and the Organiser’s refund policy.

Make-it-happen Pledges. When you pledge you save a card but are not charged unless the target is met and the Organiser confirms the Event. If the campaign does not reach its target, or the Organiser cancels it, your pledge is released and nothing is charged. Once a pledge has been charged and your Ticket issued, it is refunded on the ordinary basis above and the Organiser’s refund policy.

6. Your consumer rights

Nothing in this Refund Policy affects your statutory rights under Irish consumer law, including the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013 and the Consumer Rights Act 2022. Please note that the right to cancel a distance contract does not generally apply to tickets for events scheduled for a specific date, which are exempt from the cooling-off period.

7. Optional refund protection (TicketPlan)

At checkout you may have been offered optional Refund Protection, provided by an independent third party (TicketPlan) and governed by their own separate terms. It is a distinct product from your Ticket. The protection premium is non-refundable, and any claim under it is handled by the provider, not by Tickts or the Organiser.

8. How to request a refund or escalate

Start by contacting the Organiser of your Event. If you have a problem you cannot resolve with the Organiser, contact us at [email protected] and we will do what we can to help.