Refunds & Cancellations

If you bought a ticket

Asking for a refund

Contact the organiser. Their event page and your confirmation email say who they are. Quote your order reference, which is printed on your tickets and in the email. If you cannot reach the organiser, email [email protected] with the reference and we will pass your request on and help where we can.

Changing your mind

A ticket is for an event on a specific date, so the 14-day cooling-off period that applies to most online purchases does not apply (Consumer Contracts Regulations 2013, regulation 28(1)(h)). Whether the organiser refunds you anyway is up to them and their own policy.

Cancelled, moved or materially changed events

If the event is cancelled you are entitled to a refund of the ticket price from the organiser. The same applies if the date, venue or headline act changes so much that the event is no longer what you bought and you cannot or do not want to attend. Organisers agree in our terms to tell every ticket holder and to offer refunds in these cases. Tixy does not cover travel, accommodation or other costs.

How the money comes back

• Refunds go to the card or wallet you paid with. They cannot be paid to a different card.
• You get back the full amount for the refunded tickets. Tixy returns its fee on the order, and there is no charge for a refund.
• We send an email when the refund is issued. Banks usually show it within 5 to 10 working days, depending on the card issuer.
• Once a ticket is refunded its code stops working at the door.

Your legal rights

Nothing here reduces your rights under the Consumer Rights Act 2015 or any other law. If you paid by credit card for an order over £100 you may also have a claim against your card issuer under section 75 of the Consumer Credit Act 1974, and most cards offer chargeback for events that do not go ahead.

If you organise an event

• You can refund any paid order in full, or refund individual tickets within it, from the order page in your event. Comps have nothing to refund and can simply be cancelled.
• Refunded tickets stop working at the door, and when a whole order is refunded its tickets go back on sale automatically.
• Until you have been paid out for the event, refunds come out of the proceeds Tixy is holding for you. After that they come out of your future proceeds, and we may recover any shortfall from you. Tixy reverses its fee on the refunded amount, so the guest receives the full price and the refund costs you nothing extra.
• You set your own refund policy for changes of mind. Say what it is on your event page so guests know before they buy.
• If you cancel an event, refund every paid order and tell every guest, including comps. If a cancelled event still has unrefunded orders after a reasonable time, we may refund them for you from your balance.
• Chargebacks raised by guests are handled through Stripe. Refunding promptly is the best way to avoid them; a lost dispute costs the disputed amount plus the card scheme’s dispute fee.

Questions

Email [email protected]. See also our terms of service.