Refund Policy

1. Who Decides

Refunds are decided by the event organiser, not by Tickgate. Where the organiser has set their own terms for an event, they are shown before you pay and apply to your order. Where they have set none, this policy applies. Nothing in it affects your rights under the Consumer Protection Act 1999.

2. How to Ask for a Refund

Contact the event organiser with your order reference. Their contact details are in your order emails and on your order page. The organiser will approve or decline your request, and give you their reason if they decline it.

If you cannot reach the organiser, write to us at the email below with your order reference and we will follow it up with them.

3. When a Refund Can Be Asked For

Unless the organiser's own terms say otherwise, a refund can be asked for up to 24 hours before the first ticket in your order starts, and not once any ticket in your order has been used.

4. What a Refund Covers

A refund covers your whole order and is given once. The organiser decides the amount, up to what you paid for your tickets.

Once your order is refunded, every ticket in it stops being valid and will not get anyone in.

5. Processing Fees

Where a processing fee was added to your total at checkout, it is not refunded, including where the event is cancelled.

6. How the Money Comes Back

Once a refund is approved, the organiser transfers it to the bank account you give them, or hands it back to you where you paid in cash. We email you when the refund is recorded. How long it takes to reach you depends on the organiser and your bank.

7. QR Code and Cash Payments

Where you paid by the organiser's QR code or in cash, the money went directly to the event organiser and never passed through Tickgate. Only the organiser can refund it, and Tickgate is not liable for any refusal or failure by the organiser to do so.

8. Event Cancellation or Postponement

If an event is cancelled, the organiser must tell ticket holders and refund those who are entitled to it. Where you paid online and they do not, we may refund you ourselves out of what we hold for them. For QR code and cash payments, which never reach us, the organiser alone is responsible for any refund.

If an event is postponed, your ticket will usually remain valid for the new date; whether you can have a refund instead depends on the organiser's terms.