Refund, Cancellation, Postponement and Rescheduling Policy
Default refund position
Refund decisions are normally made by the event promoter. The default position is that promoters do not offer refunds except where the promoter is at fault, the event is cancelled, or the event is postponed or rescheduled in a way that requires a refund or suitable alternative.
Tickets for an event on a specific date are exempt from the statutory 14-day "cooling-off" cancellation right that applies to many online purchases. This does not affect your legal rights where an event is cancelled or is not provided as described, and nothing in this policy removes consumer rights that cannot be excluded by law.
How to request a refund
For event-related refund requests, contact the promoter using the details on the event page. For ticket-link, QR-code, or payment-page issues, contact support@etickets.im. eTickets may help route a request, but the promoter remains responsible for the event and refund decision unless eTickets is legally required to act.
Cancelled events
If an event is cancelled, the normal expectation is that the promoter will offer a refund or a clear alternative such as rescheduling. The promoter is responsible for telling buyers what will happen and for arranging the refund or alternative.
Postponed or rescheduled events
If an event is postponed or rescheduled, tickets may remain valid for the new date. If the new date is not acceptable to a buyer, the promoter should set out whether a refund is available and any deadline for requesting it.
Booking fees
Where an event is cancelled by the promoter, or otherwise cannot be delivered, the full amount paid is refunded, including any compulsory booking fee. Where a refund is given at the promoter's discretion (for example, a goodwill refund for a change of mind), whether the booking fee is included is a decision for the promoter, and this will be made clear before or during the refund.
Original payment method
Where a refund is processed through eTickets, it is returned to the original payment method through PayPal. PayPal balance refunds are usually returned quickly. Card refunds typically appear within 3-5 business days, depending on the buyer's bank or card provider.
Scanned or partly used tickets
If a ticket has already been scanned or the event has partly taken place, the promoter decides whether a refund, partial refund, rescheduled entry, or other remedy is appropriate. The eTickets platform may record the financial refund without restoring the used ticket slot to the available ticket pool.
Chargebacks and PayPal disputes
Chargebacks and PayPal disputes are handled by the merchant of record for the transaction. Buyers should raise event and refund questions with the promoter before opening a dispute where practical. Promoters remain responsible for event accuracy, customer communication, refund decisions, and costs allocated to them under the promoter terms.
Promoter responsibility
Promoters must not list events they cannot reasonably deliver. Promoters are responsible for refund decisions, buyer communication, cancellation notices, dispute evidence, and any PayPal/card/refund/dispute/chargeback costs allocated under their agreement with eTickets.