Cancellations and Refunds Policy for Event Organisers
The below wording sets out the cancellations and refunds policy that form part of FIXR’s terms and conditions of service for event organisers (the “Terms”).
Definitions used in this policy shall have the same meaning as set out in the Terms.
In using FIXR, Event Organisers 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.
As an Event Organiser it is up to you to set the terms of your refund policy for an Event, including if an Event is cancelled, postponed or re-scheduled. We would encourage you to make the refund policy clear in the Event description.
By default, FIXR will not process refunds on your behalf without your prior approval, unless there has been a proven technology error on our part.
When you set-up an Event on the Platform, you can request control to process refunds (the default setting is “off”) albeit FIXR is under no obligation to allow this. If you are given control, this will enable you to refund Customers directly, provided you have enough funds on account with FIXR and the Event has not finished. Where a refund is processed, your ticket sales balance will reduce by the amount refunded.
If you need to make refunds after an Event has finished, please contact us about this.
Cancelling, postponing or re-scheduling an Event
If you need to cancel, postpone or re-schedule an Event please contact us. We will then take steps to remove the Event from the Platform and / or prevent further ticket sales to the Event.
We will liaise with you as to how best to refund Customers who have bought tickets to an Event that is cancelled, postponed or re-scheduled, in accordance with the refund policy set by you. Where you have been paid some or all the ticket sales proceeds to an Event, you will need to either return to these funds to us so that we can make refunds on your behalf, or refund Customers directly.
Responsibility for refunds
FIXR accepts no responsibility for processing refunds for ticket sales to your Events, unless there is proven technology error on our part. Otherwise, we will only process refunds in accordance with the refund policy set by you, and with your approval.
In the absence of technology error on our part, all refund enquiries and claims are your responsibility.
If a refund is processed, Customers will be refunded the full face-value of the tickets purchased. FIXR reserves the right to withhold the booking fee paid on purchased tickets and deduct an administrative charge from the Customer for processing the refund.
Typically, we do not charge Event Organisers when we process a refund. However, in certain cases, for example where we are required to process a high number of refunds or there is a high refund value, we may look to recover from you the cost of processing these refunds. This cost may be recovered by way of direct invoice or from withholding any ticket sales proceeds payable to you.
There will be no charge where refunds are required due to a technology error on our part.
Funds on account
We will not process refunds (or allow you to do so) where you do not have enough funds on account to cover the cost of these. If, due to error, refunds are processed and your account goes into negative balance as a result, we will have an immediate claim to recover this balance by way of direct invoice or by withholding any ticket sales proceeds payable to you. We also reserve the right to suspend all further ticket sales to your Events and you from using the Platform, until the balance is recovered.
If you do not have enough funds on account because you have been paid ticket sales proceeds, it is your obligation to process refunds. You will need to either place us in funds to process these on your behalf or make refunds to Customers directly.
Recovery of ticket sale proceeds, chargebacks / dispute fees
As per our Terms, we have the right to recover any payment provider chargeback or dispute fees suffered by us in connection with ticket sales to your Events. If you set a restrictive refund policy or refuse to honour refunds and this causes Customers to cancel / dispute ticket sales payments with their bank or card company so as to obtain a refund (for example, you do not offer a fair process for refunds where an Event is cancelled, postponed or re-scheduled), you agree to fully indemnify FIXR for any losses suffered including (i) the full face-value of ticket purchases which are cancelled (if you have not remitted funds back to us); (ii) any dispute or chargeback fees imposed on us by our payment partner; and (iii) the booking fees on the cancelled ticket purchases. We may recover such losses by way of direct invoice or by withholding any ticket sales proceeds payable to you.