Refund and Returns Policy

Refunds & Returns

1. Our Role and Legal Position
   ticketfence (“We”, “Us”, “Our”) operates as an intermediary electronic ticketing platform that facilitates the listing, marketing, sale, and distribution of tickets on behalf of third-party event organisers (“Event Hosts”).
   
   ticketfence:
   – Is not the organiser, promoter, or host of events listed on the platform; and
   – Does not control the execution, quality, safety, or delivery of events.
   
   Nothing in this policy shall be interpreted as limiting Our obligations where liability arises directly from Our own conduct under the applicable laws and regulations.
   
2. Governing Refund Framework
   Subject to applicable laws and regulations, all ticket refunds are governed by the refund policy specified by the Event Host at the time the event is listed (“Event Refund Policy”).
   By purchasing a ticket through the Service, the ticket purchaser (“ticket holder”) acknowledges and agrees that:
   – The Event Refund Policy forms part of the transaction between the Ticket Holder and the Event Host; and
   – We facilitate the transaction as an intermediary and is not a principal party to the event delivery.
   
3. Event Host Obligations
   Event Hosts are responsible for:
   – Clearly disclosing their Event Refund Policy at the time of listing;
   – Ensuring that their refund terms comply with the Consumer Protection Act and other applicable laws;
   – Honouring refunds, credits, or remedies where required by law or by their stated policy.
   
   We do not warrant, audit, or guarantee the legality or enforceability of any Event Host’s refund policy.
   
4. Ticket Holder Responsibilities
   Ticket Holders are responsible for:
   – Reviewing the Event Refund Policy prior to purchase; and
   – Understanding that different events may carry different refund terms.
   
   Failure to review an Event Refund Policy does not, in itself, create an automatic right to a refund.
   
5. Cancellations, Postponements, and Material Changes
   In the event of cancellation, postponement, rescheduling, or material changes to an event (including date, venue, or time):
   – Refunds, credits, substitutions, or ticket rollovers shall be handled in accordance with the Event Refund Policy;
   – Where an event is cancelled and no reasonable alternative is offered, the ticket holder may be entitled to a refund as contemplated under the Consumer Protection Act.
   
   We may assist with communication and refund processing but are not responsible for decisions made by the Event Host.
   
6. Refund Processing
   Where a refund is authorised or legally required:
   – Refunds will be processed via the original payment method where reasonably practicable;
   – Processing times depend on payment gateways and financial institutions and are not guaranteed;
   
7. No-Shows and Voluntary Non-Attendance
   Unless expressly stated in the Event Refund Policy:
   – Tickets are non-refundable in cases of non-attendance, late arrival, or partial attendance;
   – Such circumstances are deemed voluntary non-performance by the Ticket Holder.
   
8. Limitation of Liability
   – We shall not be liable for losses arising from an Event Host’s failure to deliver an event or honour a refund;
   – We do not guarantee the financial solvency or performance of any Event Host.
   This clause does not exclude liability where such exclusion is prohibited under the applicable laws and regulations.
   
9. Amendments
   We reserve the right to amend this Refund Policy from time to time. The policy applicable to a ticket purchase is the version in force at the time of purchase.