1. The short version

The organiser runs the event and decides its refund policy. Ticket Brew sells tickets for the organiser as their agent. The ticket price is the organiser's money.
Ticket Brew's service fee pays for the ticketing service, which is complete once your ticket is issued.
Where a refund is allowed, Ticket Brew reserves the right to keep the service fee and any payment processing fees on your purchase, to the extent the law allows (see section 4).
If you cancel or change your mind, whether you get the ticket price back depends on the organiser's policy and your rights under the law (see section 5).
If the event is cancelled, or the organiser can't give you what you paid for, you get the ticket price back. Fees are dealt with as set out in section 4.

Nothing in this Policy takes away any right you have under the Consumer Protection Act, 2008 ("CPA"), the Electronic Communications and Transactions Act, 2002 ("ECTA") or any other law that cannot be excluded by agreement.

2. Who is responsible for your refund

When you buy a ticket on Ticket Brew, your contract for the event is with the organiser named on the event page. Ticket Brew (Pty) Ltd acts as the organiser's agent: we sell the ticket, collect your payment, issue your ticket and hold the ticket money for the organiser until it is paid out.

The organiser decides whether to approve refunds requested by buyers and is responsible for refunds the law requires. While we still hold the organiser's money for the event, we will pay any refund that is due to you from that money, so you do not have to chase the organiser yourself.

3. Before you buy

The event page and checkout show the organiser's refund policy, the ticket price, the service fee (if any is added for you to pay) and the total you will pay. Please read them before you pay.

4. Service fees

Each paid ticket carries a Ticket Brew service fee. Depending on how the organiser has set up the event, you may pay all of it, some of it or none of it; checkout always shows exactly what you pay.

Ticket Brew's right to keep fees. Whenever a refund is allowed or required, for any reason, Ticket Brew reserves the right to keep the service fee and any payment processing fees (for example Paystack's fees) that relate to the purchase, because Ticket Brew has already provided the service and cannot recover those fees from the payment provider. These fees are normally recovered from the organiser, and we will refund them to you only where the organiser pays them or where we choose to. If the organiser cannot or does not pay, the refund you receive may be reduced by those fees. This does not apply where the refund is due to Ticket Brew's own error (for example a duplicate charge caused by our system), and nothing here limits any right you have under the CPA or other law that cannot be excluded.

Examples of when the service fee is not refunded to you:

you change your mind, can no longer attend, or ask to cancel your ticket, and the organiser agrees to a refund under their policy; or
you are refused entry or removed from the event for a reason disclosed before you bought your ticket (for example being under the age limit or breaking venue rules).

In these cases the service fee forms part of the cancellation charge. We think this is reasonable because the ticketing service, payment processing and ticket delivery have already been provided.

Examples of when we may refund the service fee to you as well as the ticket price (at our discretion, or where the law requires it):

the event is cancelled and not rescheduled;
the event is postponed or materially changed, and you are entitled to (and ask for) a refund under section 6 or 7;
the organiser cannot honour your ticket, for example because the event was oversold;
you cancel within a statutory cooling-off period (section 8);
you cancel because of the death or hospitalisation of the person the ticket was booked for (section 5);
you were charged twice or in error; or
the law otherwise requires a full refund.

5. If you want to cancel your ticket

You can ask to cancel your ticket at any time before the event by contacting [email protected] with your order code.

The organiser's refund policy shown on the event page sets out what, if anything, you will get back. Under CPA section 17 an organiser may charge a reasonable cancellation fee, which may take into account how close to the event you cancel and whether your ticket can be resold.
Any refund the organiser approves will be the ticket price paid, less any cancellation fee under the organiser's policy. The service fee and payment processing fees may be kept (see section 4).
Death or hospitalisation: if you can't attend because the person the ticket was booked for has died or been admitted to hospital, no cancellation fee will be charged and you will be refunded the ticket price in full, and we will not charge a cancellation fee. We may ask for reasonable proof.

If the organiser allows ticket transfers, transferring your ticket to someone else may be a simpler option.

6. If the event is cancelled

If the organiser cancels the event and does not reschedule it, you will receive a refund of the ticket price, and of the service fee where section 4 allows. You do not need to request it: we will refund the original payment method automatically, normally within 10 business days of the cancellation being confirmed.

7. If the event is postponed or materially changed

If the event moves to a new date, your ticket stays valid for the new date unless the organiser tells you otherwise.

If you can't make the new date, or if there is another material change (such as a different venue or city, a substantially different line-up or headline act, or a change to the core event), you may ask for a refund of the ticket price (and of the service fee where section 4 allows). Please ask within 14 days of being told about the change, and in any case before the new event date. If you attend the event on the new date or after the change, you will be treated as having accepted it.

8. Cooling-off rights

ECTA: the seven-day cooling-off right in ECTA section 44 does not apply to tickets for leisure events that take place on a specific date or within a specific period (ECTA section 42(2)).
CPA direct marketing: if you bought your ticket because of direct marketing (for example a promotional SMS, WhatsApp or email sent to you), you may cancel the purchase in writing within five business days without giving a reason and without penalty (CPA section 16). You will receive a refund as required by section 16 of the CPA.

9. Duplicate or incorrect charges

If you were charged more than once or charged in error, contact [email protected] with your order details and we will refund the incorrect amount in full.

10. How and when refunds are paid

Refunds are paid back to your original payment method through our payment provider, Paystack. Once we have processed a refund, your bank usually takes 5 to 10 business days to show it. If the original payment method is no longer available, we will arrange another method after verifying your identity.

Refunds required by law will be paid within the time the law allows (for a CPA section 16 cancellation, within 15 business days).

11. Chargebacks

Please contact us before you dispute a payment with your bank. Most problems can be solved faster that way. If you do raise a chargeback, we may give Paystack and your bank the order, delivery and check-in records needed to respond to it. A chargeback for a ticket that was used to enter the event may be disputed.

12. Fraud and abuse

We may pause a refund while we check for fraud, for example if a ticket was scanned at the door after a refund was requested. This does not affect your legal rights.

13. Contact

Email [email protected] or call +27 69 056 2548 with your order code and event name. If you are not happy with how we handled your complaint, you may contact the Consumer Goods and Services Ombud (www.cgso.org.za) or the National Consumer Commission (www.thencc.gov.za).

Refunds, Cancellations and Postponements