The below wording sets out the cancellations and refunds policy that form part of FIXR’s terms and conditions of service for customers (the “Terms”).
Definitions used in this policy shall have the same meaning as set out in the Terms.
In using FIXR, Customers will be deemed to comply with the Terms and expected to operate in accordance with these.
This policy is effective as at 1 September 2016.
Can I cancel a ticket purchase?
Due to the nature of the service we provide, whereby tickets are often purchased shortly before an Event commences, it is not possible for you to cancel ticket purchases. Please therefore ensure you are able to attend the Event you are purchasing tickets for, as we cannot offer you a refund if you are unable to attend.
What happens if an Event is cancelled or re-scheduled?
If, prior to an Event commencing, an Event is cancelled, or there is a material change to the nature of the Event in question, we will look to refund the cost of tickets purchased directly to the account used to buy the tickets, unless we have already paid an Event Organiser the proceeds from the sale of your ticket(s), in which case we shall notify you of this, and you will either need to claim a refund from the Event Organiser directly, or we may work with the Event Organiser to help them process refunds.
A “material change” means a significant change, which in our reasonable opinion, means the Event in question is fundamentally different to that which a purchaser of a ticket would, acting reasonably, have expected. A change in DJs or failure of DJs or performers to attend an Event does not constitute a material change.
If an Event is re-scheduled, and you cannot attend the re-scheduled Event, again, we will look to refund the cost of tickets purchased directly to the account used to buy the tickets, unless we have already paid an Event Organiser the proceeds from the sale of your ticket(s), in which case we shall notify you of this, and you will need to claim a refund from the Event Organiser directly. Please note, if you cannot attend a re-scheduled Event, you must notify us of this fact within 72 hours of the date of the re-scheduled Event being announced in order to qualify for a refund.
Where an outdoor Event is cancelled or re-scheduled because of the weather, we shall not be liable to pay a refund but you may still be eligible for a refund direct from the Event Organiser according to the terms and conditions of the Event applicable to your ticket purchase. Should the Event Organiser choose to offer refunds, we may work with the Event Organiser to help them process these.
When you are entitled to a refund from FIXR
We will look to refund the cost of tickets purchased where:
An Event is cancelled or re-scheduled and the circumstances described in the above section entitled “What happens if an Event is cancelled or re-scheduled?” apply.
It is demonstrated that you have paid too much for your tickets. Where this is the case, we will refund you the difference between the price paid and the correct face value of the tickets.
In other cases, at our discretion.
To claim a refund, please contact us.
We will pay any refunds as soon as possible. Please allow up to 5 (five) working days for a refund to appear in your bank account. The refunded amount will include any booking fee paid, unless we advise you otherwise. In certain cases, an administrative charge may apply to refunded rickets.
PLEASE NOTE: ONCE AN EVENT HAS COMMENCED, ANY COMPLAINTS, DISPUTES OR CLAIMS FOR A REFUND YOU MAY HAVE RELATING TO THAT EVENT, MUST BE TAKEN UP WITH THE EVENT ORGANISER DIRECTLY. HOWEVER, WE ARE ALWAYS KEEN TO LEARN ABOUT YOUR EXPERIENCES IN ATTENDING AN EVENT AND ANY FEEDBACK (GOOD OR BAD) CAN BE PROVIDED BY CONTACTING US.
When you are not entitled to a refund from FIXR
If you fail to turn up for an Event, turn up after the time specified in the terms and conditions of entry or turn up on the wrong date.
In certain cases, an Event Organiser may dis-allow refunds on our Platform. In this situation, you are not entitled to a refund of your purchase. However, if a refund request falls under one of the situations described in the section “When you are entitled to a refund from FIXR” above, we would seek to work the Event Organiser to allow the refund to be processed.
If you are refused entry because you do not comply with the terms and conditions of entry or you are refused entry by an Event Organiser at their discretion. If you fail to provide valid identification or are deemed to be intoxicated, you are likely to be refused entry by an Event Organiser and refunds will not be processed in these cases.
If there is a change to an Event and this does not constitute a “material change” (see the above section entitled “What happens if an Event is cancelled or re-scheduled”?).
If an Event is re-scheduled and you do not notify us that you cannot attend the re-scheduled Event within the prescribed time limit.
If an Event Organiser has over-sold tickets. In this case, you should any raise any complaint or claim for a refund with the Event Organiser directly.
After the Event has commenced. Once the Event has commenced, any complaints, disputes or claims for a refund should be taken up with the Event Organiser directly.