Refund and Cancellation Policy

Last updated: 1 August 2026

Current payment status

FestMate is not yet accepting live marketplace payments. This policy applies when Stripe payments are enabled.

Ticket problems

A buyer should report non-delivery, an incorrect ticket, failed transfer, duplicate sale, materially misleading listing or other genuine issue within 24 hours of verified delivery. FestMate will pause seller payout while reviewing timely reports.

Refund outcomes

Where evidence supports the buyer’s claim, FestMate may cancel the transaction and return eligible amounts to the original payment method. Where the ticket was delivered as described and transferable, a change of mind may not qualify, subject always to statutory rights.

Event cancellation or change

Refund entitlement may depend on the event organiser’s terms and applicable law. Sellers must pass through refunds they receive for a resold ticket where required. Payouts may be reversed or recovered when a seller receives an organiser refund after resale.

Services, stays and goods

Faulty, misdescribed, undelivered or improperly performed goods/services are handled according to applicable consumer law and the role of the seller. Any statutory cancellation right and exceptions will be displayed before checkout.

Timing

Approved refunds are initiated promptly to the original payment method. Bank processing times are outside FestMate’s control.

Chargebacks

Users should contact FestMate before starting a chargeback where practical. Fraudulent or duplicate chargebacks may lead to account restrictions, but lawful payment-card rights are not limited.