Refunds, Cancellations and Postponements

This Policy explains how refunds, cancellations, postponements, and ticket-related remedies are handled on the Ticket Brew platform, and sets out the rights and responsibilities of buyers and organisers.

Ticket Brew provides the platform used to sell tickets. Each event is operated by the relevant organiser, and refund rights may depend on the organiser's event-specific policy, the circumstances of the event, and applicable South African law, including the Consumer Protection Act, 2008 ("CPA") and the Electronic Communications and Transactions Act, 2002 ("ECTA").

Nothing in this Policy limits any right you have under applicable law, including the CPA, that cannot be limited by agreement.

Buyers should review the event details and any event-specific refund terms before completing a purchase.

Unless stated otherwise for a specific event, tickets are generally non-refundable once purchased, except where a refund is required by law, by the organiser's stated policy, or under this Policy.

Your rights under the CPA and ECTA apply to ticket purchases made through the Platform as follows:

• CPA cooling-off (direct marketing): If you purchase a ticket as a result of direct marketing (for example, a promotional message sent directly to you), you have the right under CPA s.16 to cancel the transaction within five business days of the date of the transaction or delivery of the goods or services, whichever is later, without penalty, by giving written notice to us.
• ECTA cooling-off (electronic transactions): For electronic transactions concluded on our Platform, you may have rights under ECTA s.44 to cancel within seven days. Note that ECTA s.44 does not apply to certain categories of goods and services. Where the CPA and ECTA both apply, the provision most favourable to you will govern.

These statutory rights apply in addition to, and are not affected by, any event-specific cancellation policy.

If an event is cancelled and not rescheduled, buyers will generally be eligible for a refund of the ticket price paid, subject to any lawful deductions permitted under applicable law, including the CPA.

Ticket Brew may facilitate refunds on behalf of the organiser. The primary obligation to provide a remedy for a cancelled event rests with the organiser.

If an event is postponed or rescheduled, the organiser may confirm that tickets remain valid for the new date. Where required by law or stated in the organiser's event policy, buyers may be offered a refund or another appropriate remedy within a reasonable period of the postponement announcement.

If there is a material change to an event — such as a major venue change, a significant change to the date, or a substantial change to the headline act or core event offering — the organiser may, and may be required by law to, offer buyers a refund or an alternative remedy depending on the circumstances, the organiser's stated policy, and applicable law including the CPA.

If a buyer requests to cancel a ticket before the event (outside any applicable statutory cooling-off period), the request will be handled according to the organiser's event-specific cancellation terms and any applicable law. A reasonable administration or cancellation fee may apply where permitted by law.

If a buyer is incorrectly charged more than once for the same transaction, or if a transaction is processed in error, Ticket Brew may investigate and reverse or refund the incorrect amount where appropriate. If you believe you have been incorrectly charged, contact us promptly at [email protected] with your order details.

We may delay refunds, hold payouts, or investigate transactions where fraud, payment abuse, chargeback risk, or misuse of the Platform is suspected. This does not affect any statutory rights you have to a remedy.

Approved refunds are processed through Paystack, our payment service provider, and are generally returned to the original payment method used for the transaction. Refund timing is subject to Paystack's processing timelines and your card issuer's or bank's settlement timelines, which are typically 5–10 business days but may vary. Ticket Brew is not responsible for delays caused by Paystack or your financial institution.

Where the original payment method is unavailable, an alternative refund method may be arranged, subject to verification requirements.

Whether platform fees, Paystack processing fees, or other charges are refunded depends on the reason for the refund, applicable law including the CPA, the organiser's stated policy, and Paystack's rules. Where an event is cancelled or a statutory right to cancel applies, any fee that cannot lawfully be withheld will be refunded.

If a buyer raises a card dispute or chargeback with their bank or card issuer, the matter will be handled in accordance with Paystack's rules and the applicable card network's dispute procedures. Ticket Brew may provide Paystack or the relevant financial institution with transaction records, ticket delivery confirmation, and check-in data where lawfully required to investigate or respond to the dispute.

Raising a chargeback does not automatically result in a refund and may affect your access to the Platform pending resolution.

For refund, cancellation, or postponement queries, contact us at [email protected]. Event-specific questions may also need to be directed to the relevant organiser. Please include your order reference and event details when contacting us.