What happens to your ticket when an event is postponed, rescheduled or cancelled
Due to unforeseeable circumstances, sometimes events are forced to postpone and unfortunately, occasionally need to be cancelled altogether.
Event organisers do not make these decisions lightly, and they are as disappointed as you are - they have worked countless hours bringing everything together!
Firstly - thank YOU for purchasing a ticket, we appreciate your making events possible with your support.
NOTE: Ticket funds are go straight to the event organiser at the time of purchase, and are not held by INTIX at any point. Any refunds will be processed by the event organiser, as per their policies, terms & conditions.
INTIX will provide customer support, and will be a channel between event organisers and their customers so as to ensure the most comprehensive care possible.
When an organiser is forced to make changes to an event, stay calm!
The first thing organisers try to do is reschedule the event — the show must go on! They've put their time and resources into pulling together an awesome event for you and they want it to happen if at all possible.
There are any number of reasons why events are postponed or cancelled, and the ripple effect is enormous. An artist could get sick, a venue could lose electricity, severe weather could cause flooding or fires.
Trust that these issues cannot all be anticipated, but event organisers are working to circumvent them.
Communication is important!
As soon as organisers have formed a new plan, they will let you know. The most likely method is via email, so keep an eye on your inbox. Event organisers will also update their social media pages, as well as their event's ticketing page with the latest info - or when to expect further details.
A postponed or rescheduled event
Depending on the circumstances and the policies of the event organiser, one of the following scenarios may occur:
- You may keep your tickets and see if the new date suits you.
- You may be able to request a refund, or,
- Refunds may be automatic.
If an event is rescheduled (the new date is set and communicated) refunds may be subject to the organisers T&Cs.
A cancelled event
The organiser will be doing their best to issue refunds for tickets holders - this can take time! Keep in mind that event production is complex, with lots of moving parts and personnel. Patience and understanding all around is greatly appreciated.
FAQs
Q. Where will the refund go if you bought tickets through INTIX?
A. The ticket price will be refunded back to the card you used to buy the ticket (less ticket and transaction fees in the vast majority of cases).
NOTE: If your friend forwarded you a ticket or name changed a ticket to you, then they will receive the refund. This is because they purchased the ticket initially, and their card details are the ones organisers have available to process a refund.
Note: Name Change is only for friends & family as per the T&Cs. If you sold a ticket online to friend of a friend of a friend - that is technically ticket scalping. It makes it hard to get a refund if you paid a stranger for a ticket.
Q. How long until you see the money in your account?
A. Once the event organiser initiates a refund, it can take up to 10 business days (usually 3-5 days) for the funds to show in your account, depending on your bank and their security measures.
Q. I haven't got my refund - what happened?
A. If the card you used to purchase tickets is no longer valid, you've switched banks, the card expired or you lost it, then the event organiser will get an error when they try to refund that card. Contact the event organiser and they will refund you to an alternative account after verifying your ticket.
If you didn't buy the ticket directly from INTIX (forwards, name changes, third-party resale sites) then see above - Where will a refund go if you bought tickets through INTIX?
Q. Why are you holding onto my money, INTIX?
A. We're not. Ticket funds go straight to the event organiser at the time of purchase. It is important to note that INTIX cannot process refunds on behalf of organisers. You have paid them, not us, for your ticket so that money is in their bank account and we are not authorised to give it out.
We can give you updates from the organisers if we have details, but your best source of information is always the organisers directly.
You can use the 'Contact Organiser' button on the ticket page, or email us at help@intix.com, and we will help you as best we can!