Refund policy

1. The short version

Tickets are refunded in full, automatically, to the card that paid if the event is cancelled. If the event moves more than a day later, buyers can take a full refund for 30 days (or until the new date). Otherwise tickets are not refundable, but buyers can resell them at face value on the Aventix exchange (the seller is refunded when the new buyer pays) or transfer them to someone else for free.

This is the summary you agree to when you buy. The rest of this page explains it in detail.

2. If the event is cancelled

If an organizer calls an event off, we refund every ticket automatically. You don't need to ask.

• You get back everything you paid: the ticket price and our fee.
• The money goes to the card or payment method you paid with.
• We tell the buyer, and anyone they transferred a ticket to, by email, and by push notification and text if they've turned those on.
• If you were paying in installments, everything you've paid comes back and nothing more is charged.
• Any listing on the resale exchange is withdrawn, and the waitlist closes.

3. If the event is moved

If an event moves more than 24 hours later after tickets have gone on sale, you can choose a full refund instead of going on the new date.

• The refund window lasts 30 days from the change, or until the new date if that's sooner. The event page and your tickets show when it closes.
• Use the Get a refund button on the ticket, in your account or in the app. It's refunded straight away: the ticket price and our fee.
• Each unused ticket can be refunded on its own, by the person who bought it.
• Once refunded, the ticket is cancelled and its seat goes back on sale.
• Tickets on a payment plan can be refunded this way once the plan is paid in full. You can pay the rest early from your account.
• If you do nothing, your ticket stays valid for the new date.

Moving an event earlier, or by a day or less, doesn't open a refund window. If that leaves you unable to go, see the next sections.

4. Other changes to an event

Changes to the lineup, the start time on the same day, the venue within the same area, or the format don't open an automatic refund. Organizers may still refund you for them, and we'll help you ask: open a request at Help.

If a change means the event is no longer what was advertised in a material way, contact us. Where the law gives you a right to a refund, you'll get one.

5. If you can't go

Tickets aren't otherwise refundable. Instead, you have two free ways to make sure your ticket isn't wasted:

• Sell it at face value on the Aventix exchange (Can't go? Sell at face value on the ticket). When another fan buys it, we refund the face value you paid to your original card. There is no fee to sell. The fee you paid when you bought isn't returned. Until a buyer pays, the ticket is still yours, and you can take it back as long as nobody is checking out with it. If it doesn't sell before the event starts, it comes back to you.
• Transfer it to someone you know, free. A transfer moves the ticket, not the money: if the event is later cancelled, the refund still goes to whoever bought it.

Tickets you received by transfer can't be sold on the exchange, because the refund would go to the card that paid. You can send them back to the buyer.

6. Refunds from the organizer

Organizers can refund any ticket, at any time, for any reason. An organizer refund returns that ticket's price and our fee in full, and cancels the ticket. If you were paying in installments, the whole order is cancelled and everything you've paid comes back.

Organizers can't refund an order while its payment is being disputed with your bank (see Chargebacks).

7. Orders we cancel and refund

Sometimes we cancel an order and refund it in full, automatically, before any tickets are issued:

• Over the per-person limit. Each event has a limit per person (usually 8), counted across email addresses and across the cards that pay. An order that takes a person or a card over it is refunded.
• Sold out while you paid. If your seats were released because checkout took too long, and the event sold out meanwhile, we refund you rather than oversell.
• Resale tickets that stopped being available while you were paying (for example, the event was cancelled). Nothing is delivered and you're refunded.
• Prizes paid after the deadline, once the prize has passed to the runner-up.
• Orders we believe are fraudulent, or that break our terms.

If we've cancelled your order by mistake, tell us at Help and we'll put it right.

8. Payment plans

Some events let you pay over time: a 25% deposit at checkout, then up to 3 payments every 14 days on the same card, with no interest and no plan fee. The full rules are in the terms. For refunds:

• Event cancelled, or the organizer refunds the order: everything you've paid comes back, with no fee. Nothing more is charged.
• A payment fails: we try again 1, 3 and 5 days after it was due and tell you each time. You can pay with any card meanwhile. If the last try fails too, the order is cancelled, the tickets stop working, and we refund what you paid minus a fee of 5% of the order total (never more than you'd paid). That fee covers the card processing on every payment and on the refund, which isn't returned to us.
• Event moved: the refund window opens for your tickets once the plan is paid in full.

9. Auctions, giveaways and group purchases

• Auctions: a ticket won at auction is refunded like any other if the event is cancelled or moved, at the price you paid. If you sell it on the exchange, it sells at the event's face value, never above it, and you get back that face value (the organizer keeps the rest of your winning bid).
• Giveaways: free prize tickets have nothing to refund. If you won the right to buy, the tickets you bought are refunded like any other.
• Group purchases: if the group doesn't fill by its deadline, nobody is charged: the holds on your cards are released. Once a group's tickets are bought, refunds go back to each member's card, up to what they paid.
• Free tickets and comps have nothing to refund. You can still return them on the exchange so someone else can go.

10. How and when the money arrives

• Refunds always go back to the original payment method, in the currency you paid (USD).
• We send a refund to our payment processor, Stripe, straight away. Your bank usually shows it within 5 to 10 business days.
• We tell you when a refund is on its way, with the amount.
• If your card has been closed or replaced, the refund normally still reaches your account. If it comes back to us, we'll contact you to pay it another way.
• We never charge a fee to refund you, except the payment-plan default fee above and any seller fee on the exchange.

11. Chargebacks

Please contact us before disputing a charge with your bank: refunds through us are faster, and we answer within the times shown on Help.

• While a dispute on an order is open, or if the bank decides it for you, the tickets on that order can't be sold on the exchange or refunded through Aventix: your bank is already returning the money.
• If a dispute is decided in your favor, the tickets on that order are no longer valid, because they've been paid back.
• If you dispute a charge for tickets you received and could use, we'll show the bank the order, the tickets and how they were used, together with this policy.

12. Your legal rights

This policy doesn't take away any rights you have under the law where you live, including any right to a refund when an event isn't provided as described. Where the law gives you more than this policy, the law applies.

13. Getting help

Open a request at Help. A person answers, not a chatbot: within 1 hour for an event in the next 48 hours, and within 8 hours otherwise. You can also write to [legal contact email].