Cancellations and Refunds Policy for Customers
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. The Terms, including this policy, may be updated at any time.
Due to the nature of the services we provide, whereby tickets are often purchased shortly before an Event commences, it is not possible to cancel ticket purchases.
Event Organisers set their own refund policies. Before purchasing tickets to an Event, you should ensure that you are aware of the refund policy set by the Event Organiser and contact them directly if necessary. Event Organisers may have a “no-refund” policy.
If an Event Organiser has allowed refunds, then conditions are likely to apply, and you should first contact the Event Organiser to see if you qualify for a refund. For example, where you are in breach of the terms and conditions of entry to an Event, you are unlikely to be offered a refund.
FIXR can process refunds on an Event Organiser’s behalf only where:
- The Event Organiser gives us permission to do so; and
- The Event Organiser has enough funds on account to enable us to make the refund.
Otherwise, you will need to contact the Event Organiser directly about obtaining a refund. FIXR is under no obligation to process a refund on behalf of an Event Organiser.
If an Event Organiser has set a “no-refund” policy, then FIXR will not be able to process refunds under any circumstances apart from where there has been a technology error – see below. If you wish to try and claim a refund, you will need to contact the Event Organiser directly.
If an Event is cancelled, postponed, or re-scheduled please see the section headed “Cancelled, postponed or re-scheduled Events including because of COVID-19” below.
Refunds – Ticketplan
We make available on the Platform a refund protection service which you can select at the point of purchase. This service is provided by TicketPlan and is designed to provide protection for you and your party should you be unable to attend the Event for which you purchased tickets due to certain specified circumstances. Please note that this protection does not apply to all circumstances which may prevent you from attending the Event. Please see TicketPlan’s terms and conditions which are made available at the point of purchase for details of when the protection will apply.
Should you wish to make a claim, you will need to complete TicketPlan’s online application form, available here. We will use our reasonable endeavours to provide TicketPlan with any information they may require regarding details of your booking in order to process the refund.
We do not guarantee that you will receive a refund from TicketPlan and we will not be liable in any way whatsoever for any refusal or failure on the part of TicketPlan to provide a refund. If you have any questions, please contact TicketPlan directly here.
Refunds – technology error
FIXR will look to process a refund where it can be demonstrated that a technology error on our part has occurred and you inform of this prior to an Event commencing. You will need to contact us about this and provide evidence that an error has occurred which can be attributed to us and not you.
Cancelled, postponed or re-scheduled Events including because of COVID-19
If an Event is cancelled, postponed or re-scheduled including because of COVID-19, please contact the Event Organiser directly as to their policy and plans for issuing refunds.
Event Organisers are given flexibility to offer full refunds or provide alternative consideration where an Event is cancelled, postponed or re-scheduled including by offering credit, the opportunity to attend another Event or price discounts on other Events. Because of this, there can be no guarantee you will receive a refund if an Event is cancelled, postponed, or re-scheduled.
Given the devastating effect COVID-19 is having on the events industry, if an Event is cancelled, postponed or re-scheduled, we would encourage you to consider options other than a refund to help Event Organisers during a difficult period. This may include donating your ticket funds to the Event Organiser.
Cancelling a ticket purchase transaction with your bank
If you try to obtain a refund by cancelling a ticket purchase transaction with your bank / credit card company, and there is no legitimate basis for you doing so, FIXR reserves the right to reclaim from you the full price of the tickets purchased (including booking fees) and all fees we may suffer as result of you cancelling the transaction, including chargeback or other dispute fees levied by our payment partner. We also reserve the right to suspend your use of the Platform.
If a refund is made, you will be refunded the full face-value of the ticket(s) you purchased. Unless there is proven error on our part, FIXR will retain the total booking fee and other fees such as Ticket Refund Protection paid on purchased tickets and may deduct a further administrative charge for processing the refund.
If a transaction is refunded by error or accident after an Event has taken place, FIXR is unable to reverse this. FIXR therefore reserves the right to re-charge the card you used to make the original transaction, where you have stored this card when making a transaction through our payment partner. The re-charge will be for the same value as the original transaction, including any booking fees and Ticket Refund Protection fees paid.
Receipt of refunds
We will pay any refunds as soon as possible. Please allow five to ten business days for a refund to appear in your bank account. If you are receiving a refund from an Event Organiser directly, you should clarify with them how long it will take for you to receive this.