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 7 October 2019.
When you create an Event through the Platform, you will have the option to allow or dis-allow refunds on ticket sales or other items for sale (for example merchandise) for that Event. By default, the Platform is set to allow refunds and we would encourage you to retain this policy.
What happens if we need to cancel or re-schedule an Event?
Please contact us as soon as possible to inform us of this. We will then take steps to remove the Event from the Platform and / or prevent further ticket sales to the Event.
Where an Event is cancelled, we will liaise with you as to how best to refund Customers who have bought tickets to that Event.
When are refunds paid?
Refunds are typically only payable by us directly to Customers in the following, limited circumstances:
1. If an Event is cancelled before it has commenced, and we have not already paid on to you any proceeds received from the sale of tickets through the Platform (less any booking fees). If proceeds have been paid on to you, you are responsible for any claim for a refund a Customer may have (see below).
2. If an Event is re-scheduled and Customers notify us within the prescribed time limit that they cannot attend the re-scheduled Event. If we are not notified within the prescribed time limit by Customers, we will look to pay on to you the proceeds from ticket sales in the normal way.
3. If there has been a clear error in processing a transaction on our part, for example an incorrect ticket price has been paid or an over-payment made.
4. Where we agree with you that a refund should be paid.
I have dis-allowed refunds in the Platform for my Event(s), what does this mean?
In short, this means we won’t process a refund unless one of the instances under “When are refunds paid?” above applies.
What happens if an Event has taken place and I need to refund Customers?
Once an event has commenced / taken place, any complaints, disputes or claims for a refund a Customer may have are between the customer and you directly. If you need to refund a Customer, and we have not yet paid you the proceeds from ticket sales to the Event in question, we can do this for you. If we have paid you ticket sales proceeds, we will liaise with you as to how best to offer refunds.
Can I pay refunds myself?
Yes, unless the Event has taken place. To do this, go to “Sales and Transactions” in your Event and for each attendee you will see a refund option. Please note that once a refund is processed, it cannot be reversed.
You cannot pay batch refunds. To implement a batch refund please contact us via firstname.lastname@example.org or speak to your relationship manager.
How are refunds processed?
Where the proceeds from ticket sales have not been paid on to you, we can process refunds on your behalf. Refunds will be processed directly via our Platform and payment provider and once implemented, return the full transaction value to the Customer, including any booking fees paid.
Is there a charge for refunds?
In the majority of cases there is no charge when we process a refund. However, in certain cases, for example where we have 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 ticket sales proceeds from your events. There will be no charge where refunds are required due to an error on our part e.g. technical error.
If you wish to issue refunds via us, including batch refunds for large events which are cancelled or re-scheduled, please contact us via email@example.com or speak to your relationship manager.