This document is a draft and requires formal legal review before publication.
1. General Refund Policy
TicketPlug acts as a ticketing platform connecting event organisers with ticket buyers. Refund eligibility and policies are primarily determined by the event organiser.
When you purchase a ticket, you enter into a contract with the event organiser. TicketPlug facilitates the transaction but is not the seller of the ticket.
All refund requests are assessed on a case-by-case basis in accordance with the event organiser's refund policy and applicable consumer protection law.
2. How to Request a Refund
To request a refund:
- Log in to your TicketPlug account
- Navigate to My Orders and select the relevant order
- Click Request Refund and provide a reason for your request
- You will receive an email confirming your request has been submitted
Alternatively, you can email us at [email protected] with your order number and reason for the refund request.
Refund requests should be made as soon as possible. Requests made after the event has taken place will generally not be eligible for a refund.
3. Refund Eligibility
Eligible for Refund
- Event cancellation: If an event is cancelled by the organiser, you are entitled to a full refund including service fees
- Significant event changes: If the event date, venue, or lineup changes substantially and you can no longer attend, you may be eligible for a refund
- Duplicate purchases: If you were charged multiple times for the same ticket due to a technical error
- Organiser-approved refunds: If the event organiser approves your refund request within their stated policy
Generally Not Eligible for Refund
- Change of mind after purchase
- Inability to attend due to personal circumstances
- Requests made after the event has taken place
- Free tickets
Service Fee Refunds
- In the case of event cancellation, service fees are refunded in full
- For organiser-approved refunds, whether the service fee is refunded depends on the circumstances and will be communicated at the time of the refund
4. Processing Times
Once a refund is approved:
- Card payments: Refunds are processed within 5-10 business days. The exact timing depends on your card issuer
- Bank transfers: Refunds are processed within 5-10 business days
You will receive an email notification when your refund has been processed. If you have not received your refund within the timeframes above, please contact your bank or card issuer first, then contact us if the issue persists.
5. Event Cancellations
If an event is cancelled:
- TicketPlug will notify all ticket holders by email as soon as we are informed
- A full refund including service fees will be processed automatically
- You do not need to submit a refund request for cancelled events
- Refunds for cancelled events are typically processed within 5-10 business days
If an event is postponed rather than cancelled, your ticket will usually remain valid for the new date. If you cannot attend the rescheduled event, you may request a refund.
6. Event Rescheduling
If an event is rescheduled to a new date:
- Your existing ticket remains valid for the new date
- If you are unable to attend the rescheduled date, you may request a refund
- Refund eligibility for rescheduled events is assessed by the event organiser
7. Chargebacks
If you initiate a chargeback with your bank or card issuer without first contacting TicketPlug, your account may be suspended pending investigation. We encourage you to contact us first so we can resolve the issue directly.
8. Contact
If you have questions about refunds or need assistance, please contact us at:
- Email: [email protected]
- Website: ticketplug.co.uk