Refund & Cancellation Policy

1. General position: tickets are non-refundable

Event tickets are, by their nature, a time-limited right to attend a specific event on a specific date. Once your order is confirmed, tickets are non-refundable and non-exchangeable except in the circumstances set out below, or where a specific event listing states otherwise. This reflects standard practice for event ticketing and is consistent with the Consumer Protection Act 68 of 2008.

2. If the event is cancelled or materially postponed

If the event organiser cancels the event outright, or postpones it to a materially different date without a suitable alternative you can attend:

• You will be entitled to a refund of the ticket price paid.
• Booking or service fees may not always be refundable, as they cover costs already incurred in processing your order — this will be made clear at the time.
• Where an event is postponed and your existing ticket remains valid for the new date, no refund is due unless you are unable to attend the new date, in which case contact us.
• Refunds for a cancelled or materially postponed event are usually processed within 14 business days of the cancellation being confirmed.

A minor change (for example, a small line-up change, a support act swap, or a short delay to the start time) does not, on its own, entitle you to a refund.

3. The 7-day “cooling-off” right does not apply to event tickets

South Africa's Electronic Communications and Transactions Act 25 of 2002 (ECTA) gives consumers who buy goods or services online a general right to cancel within 7 days for a full refund. This right does not apply to tickets for an event taking place on a specific date— ECTA expressly carves out the “provision of accommodation, transport, catering or leisure services to be provided on a specific date or during a specific period” from the cooling-off right. Event tickets fall squarely within that exclusion, which is why we cannot offer a no-reason 7-day refund on a ticket purchase the way we might for, say, a physical product bought online.

This is a genuine and important limitation to understand before you buy: outside of the circumstances in Sections 2 and 4 of this policy, a change of mind is not grounds for a refund.

4. Duplicate or accidental purchases

If you accidentally bought the same tickets twice, bought the wrong quantity or ticket type, or made another genuine ordering mistake, contact us as soon as possible at [Platform support email — to be completed]. We deal with these on a case-by-case basis and will do our best to help, particularly where you contact us promptly and before the event has taken place.

5. How to request a refund

1. Email [Platform support email — to be completed] with your order reference (from your confirmation email), the event name, and the reason for your request.
2. We will confirm receipt and let you know if we need any further information.
3. Where a refund is due under this policy, we will confirm the amount and expected timing by email.

We aim to respond to every refund request within 5 business days, and, where a refund is approved, to process it within 14 business days of approval.

6. How refunds are paid

Approved refunds are returned to the original payment method used at checkout, via Yoco, our payment processor. We are unable to refund to a different card, account, or payment method. Depending on your card issuer, it may take a further few business days after we process the refund for it to reflect in your account.

7. Contact us

For anything refund-related, email [Platform support email — to be completed].