Refund policy

This refund policy applies to every ticket sold through Tixi Ticket, for every event and every organiser. Organisers sell their tickets under this policy and cannot offer buyers less than it provides. An organiser may approve an additional refund of the ticket price as a goodwill gesture.

This policy forms part of the consumer terms and the organiser terms. Nothing in it limits a right you have under mandatory consumer law.

Tickets for events are for a specific date, so the fourteen-day right of withdrawal for distance purchases does not apply to them (article VI.53, 12° of the Belgian Code of Economic Law; article 16(l) of Directive 2011/83/EU). Checkout tells you this before you pay.

A ticket is not refunded because you change your mind, can no longer attend, bought the wrong ticket or quantity, or miss the event. Apart from the cases below, a ticket can only be refunded if the organiser chooses to approve it.

If an event is cancelled and not rescheduled, every buyer receives a refund of the ticket price. You do not need to request it: the refund starts automatically when the event is cancelled.

If only one date of a multi-date event is cancelled, the ticket price of the tickets for that date is refunded.

If an event moves to a new date or time, your tickets stay valid for the new date and you do not need to do anything.

If you cannot attend the new date, you may request a refund of the ticket price within 30 days after the new date is announced. Requests after that period, or once the rescheduled event has started, are not accepted.

If an event is postponed without a new date, your tickets stay valid until the new date is announced, and the 30-day period starts then. If no new date is announced within twelve months of the original date, the event is treated as cancelled.

If the organiser makes a material change to an event, you may request a refund of the ticket price within 30 days after the change is announced. A material change is one that a reasonable buyer would consider a fundamental change to what they bought, such as a move to a different city or a venue substantially further away, the cancellation of the headline act, or a substantially shorter or different programme.

Changes to the supporting line-up, set times, opening hours, seating within the same price category, or minor changes to the venue layout are not material changes.

If you were charged more than once for the same order or charged for an order that did not complete, the duplicate or incomplete charge is refunded in full. If you were sold a ticket, seat, or table that could not be honoured because of an error by the organiser or Tixi Ticket, its ticket price is refunded.

Tickets are not refunded if you are refused entry or removed because you did not meet the published entry conditions, such as the minimum age, identification, the dress code, or the house rules, or because of your conduct. They are not refunded if you arrive after the last entry time, leave early, or attend only part of the event.

Weather, travel disruption, illness, or other personal circumstances do not give a right to a refund, unless the event itself is cancelled, postponed, or materially changed.

Tickets that were resold, transferred, or obtained in breach of the consumer terms are not refunded.

The service fee is the price of Tixi Ticket's own service, not part of the ticket price. Tixi Ticket does not organise the event and cannot control whether it takes place, is postponed, or changes. What Tixi Ticket provides, and what the service fee pays for, is the use of the platform to reserve, buy, pay for, and receive your tickets. That service is fully performed when your order is completed, whatever later happens to the event. For that reason the service fee is not refundable, including when the event is cancelled, postponed, or changed, or when the organiser approves a refund.

Service fees and payment processing costs are not refundable. They pay for the ticketing and payment services that were provided when you placed your order, so every refund under this policy, including for a cancelled event and a goodwill refund approved by the organiser, covers the ticket price only. The only exception is a charge that never resulted in a completed order, which is refunded in full.

Refunds are paid to the payment method used for the order, in the currency you paid. They are not paid in cash, as a voucher, or to a different account.

A refund is normally started within 14 days after it becomes due. It then usually takes 5 to 10 business days to appear on your statement, depending on your bank or card issuer.

Once a ticket is refunded, it is voided and can no longer be used for entry.

To request a refund for a postponed or materially changed event, or for an error, email support@tixiticket.com from the address you used to buy, with your order number. We handle the request with the organiser and confirm the outcome by email.

Please contact us before you dispute a payment with your bank. A chargeback on an order that is still valid voids its tickets.