Can a Customer contact TicketSource and request a Refund or an Exchange?

We at TicketSource do not process refunds or exchanges. Being a self service online box office system, the Event Organisers have full authority over refunds and exchanges and is subject to their own refund and exchange policy. 

If a customer contacts TicketSource to request a refund or exchange, we will direct them to the Event Organiser via the "Contact Us" link or via a telephone number/email address (if a public number/email address has been provided).

However, if the refund is due to an event cancellation, postponement or major variation to venue or headline act, etc, TicketSource will refund the customer in full - including the booking fee.  

If we receive a customer request to refund due to cancellation, postponement or major variation to venue or headline act and we have not received any notification from the Event Organiser, we will make contact with the Event Organiser to seek clarification prior to refunding the tickets. 

For information on how to cancel an event or process an exchange or refund, please follow the relevant guidance. 

Category: Managing Bookings

Keywords: cancellations, exchanges, process, refund

Last modified on Tue 5 July 2016