1. Organiser responsibility
The organiser is responsible for setting, publishing, and applying the event refund policy. Tickety provides the platform and may process approved refunds, but the organiser remains responsible for event delivery and refund obligations.
2. Minimum policy information
- Whether discretionary refunds are allowed.
- The deadline for submitting a request.
- How a buyer can request a refund.
- The information the buyer must provide.
- The expected response timeframe.
- How fees will be treated where permitted by law.
3. “No refunds” policies
An organiser may state that change-of-mind refunds are not offered. However, a “no refunds” statement does not remove remedies or rights that apply under New Zealand law, including where an event is cancelled, materially different from what was advertised, or the supplied service does not meet applicable legal guarantees.
4. Cancelled, postponed, or materially changed events
- Stop or update sales promptly and communicate clearly with buyers.
- Explain whether the event is cancelled, postponed, or rescheduled.
- Provide refunds or other remedies where required by law or the published policy.
- Do not replace a refund entitlement with credit unless the buyer agrees or the law permits it.
5. Request handling
Organisers should acknowledge and respond to refund requests promptly, normally within five business days. Decisions should be recorded and communicated clearly to the buyer.
6. Processing refunds
Approved refunds are generally returned to the original payment method. Processing time depends on the payment provider and the buyer’s bank. Tickety may deduct refunds, chargebacks, fees, and related amounts from event proceeds or future payouts.
7. Buyer escalation
Buyers should first contact the organiser. Where the organiser is unresponsive or the matter concerns cancellation, duplicate payment, misleading event information, or platform processing, the buyer may contact Tickety support for review.