Refund Policy

1. TicketWave's Role

TicketWave operates as a ticketing platform and payment facilitator. We are not the seller of event tickets. The contract of sale is between you (the ticket purchaser) and the venue owner or event organiser. TicketWave processes payments and facilitates refunds on behalf of venue owners.

2. Venue-Set Refund Policies

Each venue owner on TicketWave can configure their own refund policy for their events. The applicable refund policy is displayed on the event page at the time of purchase. We encourage you to review the refund policy before completing your purchase.

Venue owners may choose to offer full refunds, partial refunds, credit towards future events, or no refunds depending on the nature and timing of the event.

3. Default Refund Policy

Where a venue owner has not configured a custom refund policy, the following default policy applies:

• A full refund is available if the refund is requested at least 48 hours before the scheduled event start time.
• Refund requests made less than 48 hours before the event are not eligible under the default policy.
• Free tickets do not require a refund — you can simply choose not to attend.

4. Event Cancellation

If a venue owner cancels an event, all ticket purchasers will receive an automatic full refund to their original payment method. No action is required on your part. Refunds for cancelled events are processed immediately and typically appear in your account within 5–10 business days.

5. Weather-Related Cancellations

If an event is cancelled or significantly altered due to adverse weather conditions, ticket holders will be offered one of the following options at the venue owner's discretion:

• Full refund to the original payment method.
• Rebook option — transfer your ticket to a rescheduled date at no additional cost.

The venue owner will communicate the available options directly to ticket holders via email.

6. How Refunds Are Processed

• All refunds are processed back to the original payment method used at the time of purchase.
• Refunds are processed through Stripe, our payment processor.
• Once a refund is initiated, it typically takes 5–10 business days for the funds to appear in your account, depending on your bank or card issuer.
• You will receive an email confirmation when your refund has been processed.

7. Disputes

If you have a question or concern about a refund:

1. Contact the venue owner first. The venue owner is responsible for their refund policy and is best placed to address your request. You can find their contact information on the event page or in your order confirmation email.
2. Contact TicketWave support. If you are unable to resolve the issue with the venue owner, or if the venue owner is unresponsive, please reach out to us at support@ticketwavehq.com. We will investigate and work to reach a fair resolution.

We aim to respond to all refund disputes within 5 business days.