Refund policy

When you buy a ticket, the payment splits immediately. The organiser’s share settles to the organiser’s own bank account; CrowdBuzz keeps only its fee. There is no wallet here and no balance sitting in between.

That means the organiser decides whether a ticket is refundable, and a refund is paid out of the organiser’s money. We can process one on their instruction. We cannot create one out of funds we never held.

Regardless of what an individual organiser says, you are entitled to a refund of the ticket price in these cases:

• The event is cancelled and not rescheduled.
• The event is moved to a different date, time or venue and you cannot attend the new one. Tell us or the organiser within 14 days of the change being announced.
• You were charged more than once for the same ticket, or charged for a ticket that was never issued. We fix these without asking the organiser.
• The ticket never arrived and we cannot deliver it to you.

Changing your mind is not on that list. A ticket is a dated admission to a specific event, which is one of the categories a seller is not obliged to take back — so whether you can return one is the organiser’s decision, not an automatic right.

A refund returns the ticket price. Two things may not come back with it, and you should know which before you ask:

• The bank’s payment charge is taken by the payment processor when the money moves, not by us. It is usually not recoverable on a refund.
• Our fee is returned whenever the refund is because the event was cancelled, moved, or went wrong on our side. We do not profit from an event that did not happen.

Refunds go back to the card or account you paid from. We cannot send one somewhere else, and we will never ask you for your card details to process one.

Start with the organiser: their contact details are on the event page, and they are the one holding the money. If they do not respond within 7 days, or the event was cancelled and nothing has happened, write to us at [CONTACT EMAIL] with the order reference from your confirmation email.

We aim to answer within 5 working days and to resolve a valid claim within 14. Where the money has already settled to the organiser, we will pursue it with them on your behalf and tell you honestly how far we have got.

You can dispute a payment with your bank. We would rather you came to us first: a chargeback takes months, and the bank decides without hearing the organiser.

Where a chargeback is raised after an event has been attended and scanned at the door, we will provide the scan record as evidence.

You set your own refund terms and you are responsible for honouring them, and for the statutory cases in clause 2 whatever your terms say. You can issue a refund from your dashboard on any settled order.

Where an event is cancelled, refunding your buyers is your obligation, not ours. If you do not, we may refund them out of any amount still to settle to you, suspend your account, and pass on the costs of doing it — see the terms of service.

Nothing on this page reduces any right you have under the Federal Competition and Consumer Protection Act or any other law that applies to you. Where this policy and the law disagree, the law wins.

If we cannot resolve a complaint between us, you may take it to the Federal Competition and Consumer Protection Commission.