Refund & Cancellation Policy

At Tixbro, we strive to provide the best booking experience. This Refund and Cancellation Policy explains the terms under which refunds are processed for tickets purchased through our platform. Please read this policy carefully before making a purchase.

1. General Refund Policy

Tixbro facilitates ticket sales between users and event organizers. While we act as the booking platform, the ultimate decision on refunds for event cancellations or postponements rests with the event organizer. However, we are committed to ensuring fair treatment for all our customers.

2. Event Cancellation by Organizer

2.1 Full Refund

If an event is cancelled by the organizer, you are entitled to a full refund, including:

• The full ticket price
• Tixbro service fees
• Payment gateway charges
• Any other applicable fees

2.2 Processing Time

• Refunds will be initiated within 7-10 business days from the date of cancellation announcement.
• The refund will be credited to the original payment method used for the purchase.
• Depending on your bank or payment provider, it may take an additional 5-7 business days for the refund to reflect in your account.

2.3 Notification

You will be notified via email and SMS about the event cancellation and refund status. Please ensure your contact information is up to date.

3. Event Postponement or Rescheduling

3.1 Ticket Validity

If an event is postponed or rescheduled:

• Your existing ticket will remain valid for the new date.
• You will be notified of the new event date, time, and venue (if changed).
• No action is required from your end; your ticket will automatically be transferred to the new date.

3.2 Refund for Rescheduled Events

If you are unable to attend the rescheduled event, you may request a refund subject to the following conditions:

• The refund request must be submitted within 7 days of the reschedule announcement.
• A cancellation fee of 10-20% may apply, depending on the event organizer's policy.
• Service fees are non-refundable in case of rescheduling.

4. User-Initiated Cancellations

4.1 Non-Refundable Tickets

Unless explicitly stated otherwise at the time of purchase, all ticket sales are final and non-refundable. This means:

• You cannot cancel or request a refund if you simply change your mind.
• Refunds will not be issued for failure to attend the event.
• No refunds for incorrect bookings (wrong date, time, or event). Please double-check your booking details before confirming.

4.2 Exceptions

Refunds may be considered in exceptional circumstances, such as:

• Medical emergencies: Valid medical certificates may be required.
• Travel restrictions: Government-imposed restrictions preventing attendance.
• Technical errors: Duplicate bookings or payment errors on our platform.

Such requests will be reviewed on a case-by-case basis, and approval is at the sole discretion of Tixbro and the event organizer.

5. Service Fees

5.1 Non-Refundable Service Fees

Tixbro service fees cover platform maintenance, customer support, payment processing, and technology infrastructure. These fees are non-refundable except in the following cases:

• The event is cancelled by the organizer.
• There is a technical error on our platform resulting in duplicate or incorrect charges.

5.2 Payment Gateway Charges

Payment gateway charges are typically non-refundable. However, in case of event cancellations by the organizer, Tixbro will absorb these costs and provide a full refund to the customer.

6. Special Event Categories

6.1 Concerts and Live Shows

• All sales are final unless the event is cancelled.
• Artist changes do not qualify for refunds unless explicitly stated by the organizer.
• Setlist changes, performance duration, or stage setup modifications are not grounds for refunds.

6.2 Sports Events

• Tickets are non-refundable even if a player or team is replaced.
• Weather-related delays or shortened games do not qualify for refunds.
• If a match is cancelled and not rescheduled, full refunds will be provided.

6.3 Turf Bookings

• Cancellations made 24 hours or more before the booking time: 75% refund (service fees deducted).
• Cancellations made 12-24 hours before booking: 50% refund.
• Cancellations made less than 12 hours before booking: No refund.
• Weather-related cancellations initiated by the turf owner: Full refund.

6.4 College Fests and Cultural Events

• Refund policies are determined by the respective college or organizing committee.
• Tixbro will facilitate refunds as per the organizer's instructions.
• Typically, refunds are available if the fest is cancelled, but not for individual event changes within the fest.

6.5 Movies and Theatre Shows

• Cancellations made 4 hours or more before showtime: 80% refund.
• Cancellations made 2-4 hours before showtime: 50% refund.
• Cancellations made less than 2 hours before showtime: No refund.
• Service fees are non-refundable for user-initiated cancellations.

7. How to Request a Refund

7.1 Through the Platform

1. Log in to your Tixbro account.
2. Go to "My Bookings" and select the ticket you want to cancel.
3. Click "Request Refund" and provide the reason for cancellation.
4. Submit the request and await confirmation.

7.2 Customer Support

If you encounter issues requesting a refund through the platform, contact our customer support team:

• Email: refunds@tixbro.com
• Phone: +91-XXX-XXX-XXXX (Mon-Sat, 9 AM - 9 PM IST)
• Live Chat: Available on our website and mobile app

7.3 Required Information

When requesting a refund, please provide:

• Booking ID or Order Number
• Registered email address or phone number
• Reason for refund request
• Supporting documents (if applicable, such as medical certificates)

8. Refund Processing

8.1 Review Period

• Refund requests are typically reviewed within 3-5 business days.
• You will receive an email notification once your request is approved or denied.

8.2 Payment Method

• Refunds are issued to the original payment method used for the purchase.
• If the original payment method is no longer available, please contact customer support for alternative arrangements.

8.3 Refund Timeline

• Credit/Debit Cards: 7-14 business days
• UPI/Net Banking: 5-10 business days
• Digital Wallets: 3-7 business days

Note: The actual time may vary depending on your bank or payment provider's processing times.

9. Tixbro Wallet Credits

9.1 Alternative to Refund

In some cases, you may choose to receive the refund amount as Tixbro Wallet credits instead of a bank refund. Benefits include:

• Instant credit: Credits are added to your wallet immediately upon approval.
• Bonus credits: Receive an additional 5-10% as bonus credits (subject to promotional offers).
• No service fees: Use wallet credits for future bookings without paying service fees.

9.2 Wallet Credit Validity

• Wallet credits are valid for 12 months from the date of issuance.
• Unused credits will expire after the validity period.
• Wallet credits are non-transferable and cannot be converted back to cash.

10. Disputed Charges

10.1 Unauthorized Transactions

If you notice unauthorized charges on your account:

• Report it to us immediately at support@tixbro.com.
• We will investigate the matter and freeze the account if necessary.
• Refunds for unauthorized transactions will be processed within 7-10 business days after verification.

10.2 Duplicate Charges

If you were charged multiple times for the same booking due to a technical error:

• Contact our support team with proof of duplicate charges.
• Duplicate amounts will be refunded within 5-7 business days.

11. Force Majeure and Unforeseen Circumstances

11.1 Events Beyond Control

In cases of force majeure events such as natural disasters, pandemics, government-imposed lockdowns, wars, or other unforeseen circumstances:

• Refunds will be processed as per the event organizer's decision and available options.
• Tixbro will facilitate communication between users and organizers to find fair solutions.
• In some cases, vouchers or credits may be offered instead of cash refunds.

12. Non-Refundable Items

The following are non-refundable under all circumstances:

• Tixbro service fees (except in case of event organizer cancellations).
• Add-on services such as travel insurance, parking passes, or merchandise.
• Promotional or discounted tickets marked as "Non-Refundable" at the time of purchase.
• Gift cards or vouchers purchased on the platform.

13. Refund Denials

13.1 Grounds for Denial

Refund requests may be denied if:

• The event took place as scheduled.
• The refund request was submitted after the event date.
• The ticket was already used for entry.
• The booking was made as part of a non-refundable promotional offer.
• Insufficient or invalid supporting documents were provided.
• There is evidence of fraudulent activity or policy violation.

13.2 Appeals

If your refund request is denied and you believe the decision was made in error, you may appeal by contacting our customer support team at escalations@tixbro.com within 14 days of the denial notification.

14. Changes to This Policy

Tixbro reserves the right to modify this Refund and Cancellation Policy at any time. Changes will be effective immediately upon posting on the website. We encourage you to review this policy periodically for any updates.

14.1 Notification of Changes

• Significant changes will be communicated via email to registered users.
• The "Last Updated" date at the top of this page will reflect the most recent revision.

15. Contact Information

For refund inquiries, assistance, or escalations, please contact us:

• Email: info@tixbro.com
• Phone: +91 9503051239 (Mon-Sat, 9 AM - 9 PM IST)
• Live Chat: Available on our website and mobile app