A refund is made only when the event organiser cancels the event or approves your refund request. Without the organiser’s approval, TixGo cannot refund a ticket.
Refund is given when
- The organiser cancels the event.
- The organiser approves your refund request.
- The organiser allows refunds after a change of date or venue.
Refund is not given when
- You change your mind or cannot attend.
- The ticket has already been scanned at the gate.
- The event takes place as announced.
- The organiser has not approved the request.
1. Who decides
Organisers set their own events and decide whether a refund will be given. When you ask for a refund, TixGo passes your request to the organiser. The organiser’s decision is final.
2. If the organiser cancels the event
You will get a notification in the app. Once the organiser confirms the cancellation, the refund starts automatically. You do not need to apply.
The full amount you paid is refunded: ticket price, GST and the payment gateway charge.
3. If the date or venue changes
Your ticket stays valid for the new date or venue. A refund is given only if the organiser allows it for that event. If it does, the event page and your notification will say so.
4. How to ask for a refund
- Open Tickets in the app and select the ticket.
- Open Help & Support and choose “Refund request”.
- Send your ticket ID, the name on the booking and the reason.
- We forward it to the organiser and tell you the decision, usually within 7 days.
5. How much you get back
| Situation | Amount refunded |
|---|---|
| Organiser cancels the event | Full amount paid |
| Organiser approves a refund request | Amount the organiser approves for that event |
6. How long it takes
After a refund is approved, the money goes back to the payment method you used. This usually takes 7 to 10 working days. Your bank or card issuer may need extra time to show it in your account.
7. Bookings with more than one ticket
Every ticket in a booking has its own QR code and is treated separately. A refund for one ticket does not cancel the others. Once a ticket is refunded, its QR code stops working.
8. Lost, shared or copied tickets
Keep your QR code private. A QR code works only once. If someone scans a copy before you, the entry is counted and no refund is given.
9. Changes to this policy
We may update this policy from time to time. The version on this page when you book your ticket is the one that applies to your booking.
10. Need help?
Use Help & Support in the TixGo app to chat with us.