Refund Policy

1. Overview

This Refund Policy explains the circumstances under which refunds are available for ticket purchases made through JusTix. Please read this policy carefully before making a purchase.

2. General Refund Policy

2.1 Standard Policy

By default, all ticket sales are final. This means:

• Tickets cannot be refunded once purchased
• Tickets cannot be exchanged for different events or dates
• Tickets are non-transferable (linked to your identity QR code)
• Failure to attend an event does not entitle you to a refund

2.2 Event-Specific Policies

Event organizers may set their own refund policies that override the standard policy. These policies are displayed:

• On the event page before purchase
• During the checkout process
• In your purchase confirmation email

You agree to the event-specific refund policy when completing your purchase.

3. Event Cancellation by Organizer

3.1 Full Refunds

If an event is cancelled by the organizer, you are entitled to a full refund including:

• Full ticket price
• Platform service fees
• Payment processing fees

3.2 Refund Process

When an event is cancelled:

1. You will be notified via email within 24 hours of cancellation
2. Refunds are automatically processed to your original payment method
3. Refunds typically appear within 5-10 business days
4. You will receive email confirmation when the refund is processed

3.3 Event Postponement

If an event is postponed to a new date:

• Your tickets will be automatically valid for the new date
• If you cannot attend the new date, you may request a refund within 14 days of the postponement announcement
• After 14 days, standard refund policies apply

4. Purchaser-Initiated Refund Requests

4.1 Eligible Circumstances

You may request a refund in the following circumstances:

• Duplicate Purchases: If you accidentally purchased the same tickets multiple times
• Technical Errors: If a platform error resulted in incorrect ticket allocation
• Fraud: If your account was compromised and unauthorized purchases were made
• Medical Emergency: Documented medical emergency preventing attendance (subject to verification)
• Force Majeure: Circumstances beyond your control (natural disasters, travel restrictions, etc.)

4.2 How to Request a Refund

To request a refund:

1. Email support@justix.com with subject line "Refund Request"
2. Include your order number/transaction ID
3. Explain the reason for your request
4. Provide supporting documentation if applicable
5. Submit your request at least 48 hours before the event (for time-sensitive requests)

4.3 Review Process

• We will review your request within 2-3 business days
• You will be notified via email of our decision
• If approved, refunds are processed within 5-7 business days
• If denied, we will provide a reason for the denial

5. Partial Refunds

In certain circumstances, partial refunds may be offered:

5.1 When Applicable

• Significant changes to event details (venue, performers, duration)
• Technical issues that affected your event experience
• Organizer-approved early cancellation with penalties

5.2 Refund Amount

Partial refund amounts are determined by:

• The organizer's refund policy and timing
• Time remaining until the event
• Severity of the issue
• Non-refundable fees (payment processing fees may not be refunded)

6. Platform Service Fees

6.1 Refundable Scenarios

Platform service fees are refunded when:

• Event is cancelled by the organizer
• Event is postponed and you cannot attend the new date
• Platform error resulted in incorrect charges
• Duplicate purchase due to platform issue

6.2 Non-Refundable Scenarios

Platform service fees are NOT refunded when:

• You change your mind about attending
• You cannot attend due to personal reasons (excluding documented emergencies)
• The event occurred as scheduled but you failed to attend
• Refund request is made after the event has occurred

7. Payment Processing and Timing

7.1 Refund Method

• All refunds are processed to the original payment method
• We cannot process refunds to different payment methods or accounts
• If your original payment method is no longer valid, please contact support

7.2 Processing Timeline

7.3 Currency and Exchange Rates

All transactions are in South African Rand (ZAR). If your payment method uses a different currency, exchange rate fluctuations may result in minor differences in refund amounts.

8. Special Circumstances

8.1 Fraudulent Purchases

If your account or payment method was used fraudulently:

• Contact us immediately at support@justix.com
• File a dispute with your bank or card issuer
• Provide any available evidence of fraud
• We will investigate and process refunds for verified fraudulent transactions

8.2 Chargebacks

Please contact us first to resolve any billing issues before initiating a chargeback.

8.3 Force Majeure Events

In the event of circumstances beyond anyone's control (pandemics, natural disasters, government orders):

• Refund policies may be modified to address the situation
• You will be notified of any policy changes
• We will work with organizers to provide the best possible outcome for all parties

9. Event Organizer Responsibilities

Event organizers are responsible for:

• Setting clear refund policies before ticket sales begin
• Honoring their stated refund policies
• Funding refunds from their event proceeds
• Communicating event changes or cancellations promptly

While we facilitate refund processing, organizers are ultimately responsible for refunding ticket revenue. Platform service fees are handled separately by JusTix.

10. Disputes and Appeals

10.1 Refund Denials

If your refund request is denied, you may:

• Request a detailed explanation of the denial
• Provide additional documentation to support your request
• Request review by a supervisor
• File a formal complaint through our dispute resolution process

10.2 Escalation Process

1. Initial support team review (2-3 business days)
2. Supervisor escalation (3-5 business days)
3. Management review (5-7 business days)
4. Final decision communicated via email

10.3 External Dispute Resolution

If you are unsatisfied with our final decision, you may seek resolution through applicable consumer protection agencies or legal channels as outlined in our Terms of Service.

11. Changes to This Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to the platform. Your continued use of JusTix after changes constitutes acceptance of the modified policy.

However, the refund policy in effect at the time of your purchase will govern that specific transaction.

12. Contact Us

For refund requests or questions about this policy: