Effective date: 1st September 2023

  1. Introduction

1.1 Purpose of the Policy

This refund policy outlines the circumstances under which users can request a refund, the process for requesting a refund, and the obligations of Ticketshop Management Ltd with regard to processing such refunds. Our goal is to facilitate a fair and transparent process for handling refunds to ensure customer satisfaction and trust.

1.2 Scope of the Policy

This policy applies to all transactions made through, encompassing ticket purchases and related services. It lays down the terms and conditions under which refunds will be issued.

  1. General Guidelines

2.1 User Eligibility for Refund

Users are eligible for a refund under specific conditions as outlined in this policy, including event cancellations and rescheduling, and vendor non-compliance with the terms of service.

2.2 Events Eligible for Refund

Refunds are generally applicable to events that are cancelled and not rescheduled, or in cases where the vendor fails to fulfill the order and a replacement of equal or higher category cannot be found.

  1. Conditions for Refund

3.1 Event Cancellation

  • 3.1.1 Refund for Cancelled Events: In the event of a cancellation, users are entitled to a refund amounting to 70% of the total amount paid. The refund will be processed as soon as the cancellation is confirmed by the event organizer.
  • 3.1.2 Partial Refunds: In certain cases, partial refunds may be issued at the discretion of Ticketshop Management Ltd, depending on the specific circumstances surrounding the cancellation.

3.2 Rescheduled Events

  • 3.2 Notification of Rescheduling: We will notify users promptly if an event is rescheduled. Users have the option to retain their tickets for the rescheduled date or request a refund as per the terms outlined in this policy.
  1. Vendor Non-Compliance

4.1 Vendor Failure to Fulfill Order

In cases where the vendor fails to complete the order and we are unable to find a replacement of equal or higher category, the user will be entitled to a refund as per the terms outlined in this policy.

4.2 Replacement Orders

If the vendor fails to fulfill the initial order, we will endeavor to find a replacement of equal or higher category. If a replacement cannot be found, the user is eligible for a refund as detailed in this policy.

  1. Refund Process

5.1 Requesting a Refund

Users can initiate a refund request by logging into their account on and navigating to the respective order in their order history. Follow the instructions outlined on the website to submit your refund request. Alternatively, users can contact our customer support via email or WhatsApp for assistance with initiating a refund.

5.2 Refund Timeframe

Upon approval, refunds will be processed within a standard timeframe of 14 working days. Please note that the duration might vary depending upon the payment method used during the initial transaction.

5.3 Refund Method

Refunds will be credited back to the original payment method used during the transaction. In case of any issues or delays, users are encouraged to get in touch with our customer support for assistance.

  1. Limitations on Refunds

6.1 Non-refundable Circumstances

Refunds will not be issued under the following circumstances:

  • If the event is rescheduled and not cancelled.
  • If the user wishes to cancel the order after the purchase is completed.
  • In case of any alterations or changes in the event details, except for cancellation.

6.2 Order Cancellation by Buyer

Once the purchase is completed, the order cannot be cancelled by the buyer under any circumstances. Users are urged to review their orders carefully before completing the purchase.

  1. Transaction Guarantees

7.1 Platform Guarantees

The Platform offers specific guarantees to protect the interests of both buyers and sellers. These guarantees are designed to foster a secure and reliable marketplace for ticket transactions.

7.2 Modification or Discontinuation of Guarantees

Ticketshop Management Ltd reserves the right to modify or discontinue the transaction guarantees at any time at its sole discretion. Any changes will be communicated through updates to this policy on our website.

  1. Contact Us

8.1 Refund Inquiries

For any queries or concerns regarding the refund process, users can reach out to our customer support through the following channels:

8.2 Contact Details

Our official mailing address for correspondence is: Tower Business Centre, 2nd Floor, Tower Street, Swatar, BKR4013 Malta

  1. Amendments to the Refund Policy

9.1 Updates and Changes

We reserve the right to amend this refund policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons.

9.2 Acceptance of Changes

By continuing to use our services after the policy updates have been made, you acknowledge and agree to the updated terms.