Important: This refund policy applies to ticket purchases made through EntryTicket. Event organizers set their own refund policies for their events, which may differ from this general policy.
At EntryTicket, we strive to provide a fair and transparent refund process for both ticket buyers and event organizers. This policy outlines the circumstances under which refunds may be issued.
1. Refunds for Ticket Buyers
Event Cancellation
If an event is cancelled by the organizer:
- You are entitled to a full refund of the ticket price
- Refunds will be processed automatically within 5-10 business days
- The refund will be issued to your original payment method
- Platform fees are also refunded in case of cancellation
Event Postponement
If an event is postponed to a new date:
- Your ticket remains valid for the new date
- If you cannot attend the new date, you may request a refund within 14 days of the postponement announcement
- Refund requests must be submitted through your account dashboard
Organizer-Set Refund Policy
Event organizers may set their own refund policies, which can include:
- No refunds: All sales are final
- Partial refunds: Refunds available up to a certain date before the event
- Full refunds: Refunds available up to a specified time
The organizer's refund policy is displayed on the event page before purchase. Please review it carefully before buying tickets.
Technical Issues
If you experience technical issues that prevent you from accessing your ticket:
- Contact our support team immediately
- We will work to resolve the issue before the event
- If unresolved, a full refund will be issued
2. Refunds for Event Organizers
Platform Fees
EntryTicket platform fees are generally non-refundable, except in the following cases:
- Event cancelled before any tickets are sold
- Technical issues on our platform prevent ticket sales
- Duplicate charges due to system errors
Payout Timing
If you cancel an event after tickets have been sold:
- Ticket buyers will be refunded automatically
- Any payouts already processed cannot be reversed
- You are responsible for refunding attendees for any payouts received
3. How to Request a Refund
Step-by-Step Process:
- Log in to your EntryTicket account
- Navigate to "My Tickets" in your dashboard
- Find the ticket you wish to refund
- Click "Request Refund" (if available per organizer's policy)
- Provide a reason for the refund request
- Submit your request
Processing Time: Refunds are typically processed within 5-10 business days. The time it takes for the refund to appear in your account depends on your payment provider.
4. Non-Refundable Items
The following are generally non-refundable:
- Service fees (unless event is cancelled by organizer)
- Tickets purchased for events with a "no refund" policy
- Tickets for events that have already occurred
- Tickets that have been scanned/used for entry
- Promotional or discounted tickets (unless specified otherwise)
5. Payment Processing
All payments are processed securely through Stripe. Refunds are issued to the original payment method used for purchase:
- Credit/Debit Cards: 5-10 business days
- Apple Pay/Google Pay: 5-10 business days
- Bank Transfers: 7-14 business days
6. Chargebacks and Disputes
Important: Please contact us before initiating a chargeback with your bank.
Chargebacks can result in additional fees and may affect your ability to purchase tickets in the future. We're committed to resolving any issues fairly and promptly.
7. Your Consumer Rights (UK)
Under the UK Consumer Rights Act 2015, you have certain rights when purchasing tickets:
- Services must be provided with reasonable care and skill
- Services must match their description
- Digital content must be of satisfactory quality
These rights are in addition to any refund policy set by the event organizer.
8. Contact Us
If you have questions about refunds or need assistance:
EntryTicket Support
Email: support@entryticket.co.uk
Help Center: entryticket.co.uk/help
Response time: Within 24 hours on business days