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.
This policy is effective as at 9th March 2020.
Due to the nature of the service 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 will often 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.
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
Please contact the Event Organiser directly as this will depend on the refund policy set by the Event Organiser. There can be no guarantee you will receive a refund if an Event is cancelled, postponed or re-scheduled for any reason.
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 tickets you purchased. FIXR reserves the right to withhold the booking fee paid on purchased tickets and deduct an 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 with out payment partner. The re-charge will be for the same value as the original transaction, including any booking 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.