Refund Policy

1. General Principles

When you purchase a ticket on TicketSmart, your transaction is with the event organizer. The organizer sets the ticket price, event terms, and refund policy for their events. TicketSmart facilitates the transaction but does not control refund decisions.

We encourage organizers to clearly communicate their refund terms on the event page before purchase.

2. Organizer-Controlled Refunds

Each event organizer determines their own refund policy, which may include:

• Full refunds available up to a specified deadline before the event
• Partial refunds (e.g., minus a cancellation fee)
• No refunds after purchase
• Case-by-case review at the organizer's discretion

Before purchasing, review the event details and any posted refund terms. If no refund policy is displayed, contact the organizer before buying.

3. Event Cancellations

If an event is cancelled by the organizer:

• Organizers are expected to process full refunds for all ticket holders
• Ticket holders will be notified via email at the address used for purchase
• If the organizer fails to issue refunds within a reasonable timeframe, contact TicketSmart support for assistance

On organizer-triggered Stripe refunds, TicketSmart waives its own platform fee for the refunded scope. The buyer's final refund can still vary if the organizer chooses to deduct Stripe processing from the refund.

4. Event Postponements and Changes

If an event is rescheduled or materially changed (different venue, date, or lineup):

• The organizer should notify all ticket holders of the changes
• Existing tickets typically remain valid for the new date
• If you cannot attend the rescheduled event, contact the organizer to request a refund — policies vary by organizer

Minor changes (e.g., schedule adjustments, support act changes) typically do not qualify for refunds.

5. Duplicate Orders

If you accidentally purchased duplicate tickets, contact support immediately with both order numbers. We will work with the organizer to process a refund for the duplicate order, provided the tickets have not been used or transferred.

6. Processing and Timing

Once a refund is approved and initiated:

• Refunds are processed back to the original payment method
• Credit/debit card refunds typically appear within 5-10 business days, depending on your bank
• The exact timing depends on your card issuer and financial institution
• You will receive an email confirmation when the refund has been initiated

If your refund has not appeared after 10 business days, contact your bank first, then reach out to support if the issue persists.

7. Non-Refundable Situations

Refunds are generally not available for:

• Change of mind or inability to attend (unless the organizer's policy allows it)
• Failure to meet event entry requirements (age restrictions, dress code, ID checks)
• Ejection from an event due to violation of venue rules
• Tickets that have already been used for check-in
• Tickets that have been transferred to another person
• Free tickets (no charge was made)

8. Chargebacks

If you file a chargeback (payment dispute) with your bank instead of requesting a refund through proper channels:

• Your TicketSmart account may be suspended pending investigation
• Any associated tickets will be invalidated
• We will provide transaction evidence to the payment processor

We strongly encourage resolving refund requests through the organizer or our support team before initiating a chargeback.

9. How to Request a Refund

To request a refund:

• Step 1: Check the event page for the organizer's refund policy
• Step 2: Contact the event organizer directly through the event page
• Step 3: If unable to reach the organizer, email support@ticketsmart.ai with your order number (TS-...), event name, and reason for the refund request

We aim to resolve all refund inquiries within 3 business days.