Refund Policy

Requesting a refund

You can request a refund on any active ticket you hold, as long as it hasn't already been checked in at the event. To request one, go to My Tickets, open the ticket, and select Request Refund.

Refund tiers

Every event is assigned one of three refund tiers by its organizer. The tier that applies to your ticket is shown on the event page and at checkout.

• Strict: buyer-requested refunds are not available (0%). Tickets under this tier are only refunded if the organizer cancels or postpones the event, or in the case of the ticket holder's death or hospitalization (supporting documentation required).
• Medium: 50% refund if requested up to 7 days before the event's scheduled start time. No refund (0%) for requests made within 7 days of the event.
• Lenient: 75% refund if requested up to 48 hours before the event's scheduled start time. No refund (0%) for requests made within 48 hours of the event.

Of the amount withheld from a refund (i.e. the portion of the ticket price not returned to you), TicketFlow retains a 10% Refund Retention Fee, and the balance is retained by the organizer as a cancellation/no-show charge.

What happens after you request one

1. Your ticket is voided immediately so it can't be scanned at the door while the request is pending.
2. Our team reviews the request and either approves or rejects it.
3. If approved, the refund amount for your ticket's tier is paid out to you via our payment provider.
4. If rejected, your ticket is reactivated and remains valid for entry.

Resale (marketplace) tickets

Tickets bought through the resale marketplace are covered by the same tiered policy as the underlying event; eligibility is based on the ticket's status (active, not checked in) and the event's refund tier and cutoff.

Event cancelled or postponed by the organizer

If an organizer cancels or postpones an event, every affected ticket holder receives a mass refund regardless of the event's refund tier. A flat cancellation fee of R2.30 per ticket is deducted from each refund to cover gateway processing costs; see our Terms of Use for how this is funded depending on payment gateway and settlement stage.

Disputes and chargebacks

If you dispute a charge directly with your bank or payment provider instead of requesting a refund here, see the Disputes and chargebacks section of our Terms of Use; it may take longer to resolve and can result in account suspension if used to bypass this policy.

Questions

If you're unsure which tier applies to your ticket or whether it's eligible, reach out via our Contact page before the event starts; refund requests can't be processed after a ticket has been used for entry.