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Ticket Souq - Refund Policy


Event Organizer's Refund Policy 


Policy Overview


- Each organizer must provide a clear and explicit refund policy in the contract and the event requirements file for display on the event page for buyers.

- Ticket Souq is a ticketing platform only and is not responsible for refunding ticket money to buyers except in specific and clear cases specified by the organizer.

- When requesting a refund, Ticket Souq retains a fee for the operational costs of the ticket sales process, meaning that only the ticket price will be refunded to the buyer.


Refund Requests


- The organizer must exclusively make Refund requests. The buyer contacts the organizer, collects the data, and sends it to Ticket Souq to start the refund process.

- Refunds are processed using the original payment method used at the time of purchase.

- For any postponement or cancellation of the event, the organizer requests a refund of the ticket money to the buyers. The request is processed within 48 hours, and the money reaches the buyers within  14 working days.

- Ticket Souq reserves the right to obtain a percentage or a certain amount in the event of event cancellation to cover the operational costs of creating the event on our platform.


Special Cases Approved by Ticket Souq for Refunds:


- Only in the event of an error from Ticket Souq in issuing the ticket (name, number, image, date, or seat) and the buyer's desire to refund the ticket instead of issuing a new ticket.

- By signing the contract, you acknowledge and agree to Ticket Souq’s refund policy and commit to it for the success of the event ticket sales process and the customer's satisfaction.


Additional Notes


-  Ticket Souq is not responsible for lost, stolen, damaged, or destroyed tickets.

- Refunds are not available for changes in buyer plans or circumstances.

- Refunds are not available for events that have not been canceled or postponed.



Refund Policy for Attendees


This Ticket Souq Event Refund Policy (the "Policy") applies to all ticket purchases made through the Ticket Souq platform (the "Platform"). Ticket Souq is a ticketing platform that connects event organizers ("Organizers") with ticket buyers ("Buyers"). As a platform, Ticket Souq does not directly organize events and is not responsible for any organisers' refund policies.


1. Ticket Purchase


Authorized Purchase: Tickets for this event can only be purchased through our official ticketing platform, Ticket Souq. Tickets purchased through any other website or platform are not valid, and the event organizer is not responsible for any issues arising from unauthorized purchases. Tickets will be delivered electronically (e-tickets); no physical tickets will be mailed.


2. Ticket Validity


Tickets are only valid for the specific event, date, and seat location indicated on the ticket. The seat may not be changed. Tickets cannot be resold or transferred without authorization from the event organizer.


3. Refunds and Exchanges:


Ticket purchases are generally final and non-refundable. Refunds may be available at the sole discretion of the Organizer, and Refunds are subject to service and handling fees. Ticket Souq will only issue refunds if explicitly authorized by the Organizer for a particular event.


4. Organizer's Refund Policy:


Refunds by Organizer:

- Event Cancellation: The Buyer will receive a full refund if the Organizer cancels the event.

- Event Postponement: If the event is postponed, the Organizer will determine the refund policy, which may include offering a full or partial refund or the option to retain the ticket for the rescheduled event date.

- At Ticket Souq, we advise you to always check the refund policy for each event on the event page to ensure you understand all the details and protect your rights. 


5. Process for Requesting a Refund


If an Organizer offers a refund, Buyers should contact the Organizer directly to request it. Ticket Souq will facilitate communication between the Buyer and Organizer but will not be involved in decision-making. 

If an organizer offers a refund, you can request it by contacting them directly with the following information:

- Order number

- Email address

- Full name

- Phone number


6. Organizer Responsibility


Organizers are solely responsible for establishing their refund policies for their events. Ticket Souq encourages Organizers to outline their refund policy on the event listing page.


7. Ticket Souq's Role


Ticket Souq acts as a platform to connect Buyers and Organizers. Ticket Souq is not responsible for any refunds and has no authority to issue refunds on behalf of Organizers.


8. Dispute Resolution


In the event of a dispute between a Buyer and an Organizer regarding a refund, Ticket Souq encourages both parties to communicate directly to resolve the issue. Ticket Souq is not obligated to mediate and has no authority to make binding refund decisions.


9. Updates to the Policy


Ticket Souq reserves the right to update this Policy at any time. The revised Policy will be posted on the Platform. By using the Ticket Souq platform, Buyers agree to be bound by the terms of this Policy.


10. Additional Refund Information


1. Refund Method:

- If you are a Consumer and receive a refund for your ticket, you will discard it and not use it (or any copy of it) to attend the event. Violation of this is considered fraud and will lead to legal action against the violator.


2. Non-Refundable Circumstances:

  • Tickets cannot be refunded, exchanged, or transferred except in the below circumstances.
  • The Customer must check for entry restrictions (age, dress code, etc.) before purchasing a ticket. Ticket Souq will not refund tickets if entry is declined for any reason.
  • The Promoter and venue management reserves the right to refuse admission without giving a reason. Ticket Souq does not offer refunds in such cases.
  • Customers can request a refund in writing to Ticket Souq if an event is canceled or postponed within 24 hours of the announcement, provided that the organizer allows refunds on the event page.


3. Non-Justifiable Reasons for Refund:

  • Minor changes in performance times or durations.
  • Changes to supporting artists.
  • Performance quality, technical issues, or customer dissatisfaction.
  • Abandonment of an event once started due to reasons beyond the Promoter's control, including weather conditions, natural disasters, or acts of force majeure.



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