Refund and Cancellation Policy

Who you are dealing with

Teeckets is an online event ticketing and event management platform operated by Kanvas Creative Solutions in South Africa. We sell tickets on behalf of the organiser who lists an event, and we collect and settle the money for those ticket sales.

• Trading nameTeeckets (www.teeckets.co.za)
• Operated byKanvas Creative Solutions
• Registration number2019/136304/07
• Physical addressto be completed, South Africa
• Support emailsupport@teeckets.co.za
• Legal and privacy emaillegal@teeckets.co.za
• Telephoneto be completed
• Support hoursMonday to Friday, 09:00 to 17:00 (SAST), excluding public holidays
• CurrencyAll prices and payouts are in South African Rand (ZAR)

1. The short version

• Event cancelled: you get a refund of the ticket price.
• Event postponed or materially changed: your ticket normally moves to the new date; if you cannot make it, you may ask for a refund.
• Changed your mind: refundable only if the organiser's published policy allows it. A ticket to a dated event is not covered by the seven-day cooling-off right in the Electronic Communications and Transactions Act.
• Paid twice, charged the wrong amount, or paid for a ticket you never received: we fix it, whatever the event policy says.
• The card processing cost is not refunded, because the gateway keeps it when a payment is reversed, unless the law requires otherwise.
• All refunds are in South African Rand, to the payer, through the original payment method wherever possible.

2. When a refund is due

Always:

• the event is cancelled and not rescheduled;
• you were charged more than once for the same order, or charged the wrong amount;
• payment succeeded but no valid ticket was issued and we cannot issue one;
• the ticket was refused at the door through a fault of the platform or the organiser, and you did not attend; or
• the law otherwise requires it, including your rights under the Consumer Protection Act, 2008.

If the organiser's published event policy allows it: a change of mind, an inability to attend, or a transfer of the ticket to someone else. The policy appears on the event page before you pay. Where an event page says nothing, treat the tickets as non-refundable except in the cases listed above.

3. How to claim

1. Check the event page for the organiser's refund rules and contact details.
2. Start the claim. Open Claim a refund and authenticate with your order reference and ticket PIN, or email support@teeckets.co.za from the address you bought with, quoting the order reference and the reason.
3. Give repayment details when asked. Refunds go back to the card used where the gateway supports it; otherwise we ask for a South African bank account in the payer's name, submitted through the secure form, not by email.
4. The organiser reviews it against their policy, or Teeckets decides it directly where the refund is due in every case (see section 2).
5. We pay and confirm. The ticket is voided at that point and can no longer be used for entry.

Keep the order reference. Without it, or without access to the email address used at checkout, we may not be able to verify that the ticket is yours.

4. How long it takes

• Acknowledgement: within one business day.
• Decision: within five business days, or sooner for a cancelled event.
• Payment once approved: normally within ten business days.
• Card reversals can take a further three to ten business days to appear, depending on your bank. EFT repayments usually reflect within two business days of being sent.

A claim can take longer if the bank details are wrong, the payment is still being settled by the gateway, the order is under a fraud or chargeback review, or the organiser has not responded. We will tell you if any of those apply.

5. Cancelled, postponed or changed events

Cancelled. The organiser must tell ticket holders and arrange refunds. Teeckets may hold or stop the organiser's payout and use the money it holds to repay buyers. You do not need to claim separately once a cancellation refund run has started, though you may.

Postponed. Tickets normally stay valid for the new date. If the new date does not suit you, ask for a refund within 14 days of the new date being announced.

Materially changed. A change to the headline act, the city or the type of event is material; a change of running order, support act or minor venue detail usually is not. Where a change is material you may ask for a refund.

If the organiser will not repay and Teeckets still holds the proceeds, we will use them to repay buyers. Where the money has already been paid out to the organiser, the refund is a matter between you and the organiser, and we will give you what we can to pursue it, including the record of your purchase.

6. Part refunds, fees and coupons

• Part of an order: an order of several tickets can be partly refunded. The remaining tickets stay valid.
• Card processing is not refundable. The gateway keeps its processing cost when a payment is reversed, so it is not returned to Teeckets and cannot be passed back to you. It is deducted from the amount repaid, whatever the reason for the refund, unless the law requires otherwise. The cost is shown to you as a separate line at checkout before you pay.
• Organiser fees and booking costs shown at checkout are refunded with the ticket when the whole order is refunded.
• Coupons and discounts: you are refunded what you actually paid. A used coupon is not refunded as cash and may not be reusable.
• Free (R0) tickets: nothing to refund; cancel them instead so the seat is released.

7. When there is no refund

• You did not attend, and the organiser's policy does not allow a refund.
• You arrived after entry closed, or were refused entry for age, conduct, intoxication or venue rules.
• The ticket had already been scanned in, or you shared the link or PIN and somebody else used it.
• The event went ahead broadly as advertised and you were unhappy with it. That is a complaint for the organiser.
• The claim arrives more than 30 days after the event, unless the law says otherwise.

8. Chargebacks and disputes with your bank

If you ask your bank to reverse the payment before contacting us, the money is frozen while the gateway investigates, which usually takes longer than a refund from us and can end with the claim being declined.

Please contact us first. If we cannot resolve it, your right to take the matter to your bank, the National Consumer Commission, a consumer ombud or a court is unaffected.

Where a chargeback is raised on a ticket that was in fact used, we may give the gateway the order, scan and delivery records as evidence, and may recover the amount from the organiser's payout.

9. Cancelling an order

Before you pay. Close the checkout or let it expire. Nothing is charged, and any seats held for you are released within a few minutes.

An EFT order you have not paid yet. Tell us and we cancel it, or it lapses on its own once the organiser's payment window closes. Tickets are only issued once payment is confirmed, so nothing has to be undone.

After you have paid. A paid order can only be cancelled by refunding it, so sections 2 to 7 apply. Where a refund is due, the ticket is voided the moment the refund is approved and can no longer be used for entry.

Free (R0) tickets. Cancel them from your ticket email or ask the organiser, so the seat goes back to someone else. There is nothing to refund.

Part of an order. Tell us which tickets you no longer need; the rest of the order stays valid.

10. Cancelling an event

An organiser may cancel an event at any time from the Event Operator. It is a decision with consequences for everyone holding a ticket, and these follow from it:

• Ticket sales stop and the event page stops taking orders.
• Every ticket holder must be told promptly by the organiser, using the event's own messaging tools.
• Buyers are refunded the ticket price. Where Teeckets still holds the proceeds we use them for the repayments; where a payout has already been made, the organiser must fund them.
• The payout is stopped or held until the refunds are settled.
• Card processing costs on the original sales are kept by the gateway and are not refundable, as section 6 explains. Buyers are repaid the ticket price less that cost, unless the law requires otherwise.

An event with no sales can simply be unpublished or deleted, with nothing further to do.

A ticket type that has sold cannot be deleted, because completed orders record what was charged. Close it instead: it stops selling and the tickets already bought stay valid. A ticket type that has sold nothing can be deleted outright.

Postponing is not cancelling. Move the date and tell ticket holders. Their tickets carry over, and anyone who cannot attend may ask for a refund under section 5.

11. Cancelling an account

Email support@teeckets.co.za from the account's own address and we will close it.

• Events still selling must be closed or cancelled first, and anything owed to buyers settled.
• Money we hold for you is paid out in the ordinary way once the event has passed and the settlement rules in the Terms are met.
• Order, ticket and payment records stay for at least five years, because tax and company law require it. Closing an account does not erase them; the Privacy Policy sets out what is kept and for how long.
• Capacity packages are per event, not a subscription, so there is nothing recurring to stop.

Closing an account does not by itself entitle you to a refund of a package fee already deducted from a completed event.

12. When Teeckets cancels

We may cancel an order, unpublish an event or suspend an account where:

• a payment fails, is reversed, or is suspected to be fraudulent;
• an event is unlawful, unsafe, misleading or breaks the Terms;
• the law, a court or the payment gateway requires it; or
• a duplicate or test order was created in error.

Where we cancel a paid order and the fault is not the buyer's, the buyer is refunded the full ticket price, subject to the card processing rule in section 6. Where we cancel an event, ticket holders are told and refunded from the proceeds we hold.

13. How to cancel

1. An order: email support@teeckets.co.za from the address you bought with, quoting the order reference. If you have already paid, start at Claim a refund.
2. An event: open the Event Operator, change the event's status, then message your ticket holders. Contact us if the refunds need to be run for you.
3. An account: email us from the account's own address.

We acknowledge a cancellation request within one business day, and confirm in writing what has been cancelled, what is being refunded and when.

14. For organisers

Publish a refund policy on your event page before you sell. It must comply with the Consumer Protection Act and may not remove rights a buyer cannot lawfully give up.

You must approve or decline a refund claim within five business days. Teeckets may approve one directly where a refund is due in every case, where an event is cancelled, or where the law requires it.

Refunds, reversals and chargebacks are deducted from what Teeckets holds for you and, once paid out, may be recovered from you. Where an event is cancelled after payout, you must repay the buyers.

The capacity package fee and card processing are described in the Terms. A refunded ticket is removed from eligible revenue when the payout is calculated.

15. Getting help

Email support@teeckets.co.za with your order reference, or start at Claim a refund. Support hours are Monday to Friday, 09:00 to 17:00 (SAST), excluding public holidays.

This Policy covers both refunds and cancellation, forms part of the Terms of Use, and does not limit any right you have under South African law.