Refund Policy

1. Overview

This Refund Policy explains when and how you can receive a refund for tickets purchased through RavePass. We understand that circumstances change, and we aim to be as fair and transparent as possible.

2. Cancelled Events

If an Event is cancelled by the Event Organiser and will not be rescheduled, you are entitled to a full refund of the ticket price.

2.1 Notification

We will notify you by email as soon as we are informed of an Event cancellation. Refunds for cancelled Events are typically processed automatically within 5-10 working days.

2.2 Your Action

In most cases, no action is required from you. Refunds will be issued automatically to your original payment method. If you have not received your refund within 14 days of the cancellation announcement, please contact us.

3. Postponed or Rescheduled Events

If an Event is postponed or rescheduled to a new date, your original ticket(s) will remain valid for the new date.

3.1 If You Can Attend the New Date

No action is required. Your original ticket will be valid for entry at the new date and time. Keep your confirmation email and ticket.

3.2 If You Cannot Attend the New Date

If you cannot attend the rescheduled Event, you are entitled to an instant refund of the ticket price. No promoter approval is required.

You must request your refund before the new Event date.

3.3 Significant Changes

If there are significant changes to an Event (such as major lineup changes, venue changes, or time changes that materially affect your ability to attend), the Event Organiser may offer refunds. This is at the discretion of the Event Organiser.

4. Refund Requests

4.1 When You Can Request a Refund

To be eligible to request a refund, your request must be:

• Submitted at least 24 hours before the event start time
• Submitted through your RavePass account or by email

4.2 Promoter Discretion

All refund requests (except for cancelled events) are at the discretion of the Event Organiser (Promoter). When you submit a refund request:

1. The Event Organiser will be notified of your request
2. They have 3 days to review and respond
3. If the Event Organiser approves your request, you will receive a refund of the ticket price (booking fee not refunded)
4. If the Event Organiser declines your request, you will be notified and your ticket remains valid
5. If the Event Organiser does not respond within 3 days, your refund will be automatically approved

4.3 No Post-Event Refunds

4.4 Legal Position

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the 14-day cooling-off period does not apply to:

• Services related to leisure activities (including events)
• Where the service is to be provided on a specific date or during a specific period

Event tickets fall within this exemption, which means there is no automatic right to cancel once your purchase is complete.

4.5 Transfer as Alternative

If your refund request is declined or you miss the 24-hour deadline, you may be able to transfer or sell your ticket to someone else, provided:

• The Event Organiser permits ticket transfers
• You do not sell above face value (ticket touting restrictions may apply)
• You notify the new ticket holder that the original QR code is required for entry

5. Booking Fees

Our booking fees cover the cost of providing our ticketing platform, payment processing, customer support, and ticket delivery services. These services are provided at the time of purchase.

Scenario	Booking Fee Refund?
Event cancelled by organiser	No
Event rescheduled - you can't attend	No
Change of mind	No
Refused entry due to your conduct	No
Did not attend (no show)	No

6. How to Request a Refund

6.1 Through Your Account

1. Log into your RavePass account at ravepass.co.uk
2. Go to "My Orders" or "My Tickets"
3. Select the order you wish to request a refund for
4. Click "Request Refund" and provide a reason
5. Submit your request

The refund option will only be available if the event is more than 24 hours away.

6.2 By Email

Alternatively, you can email us at support@ravepass.co.uk with:

• Your order number
• The email address used for the purchase
• The reason for your refund request
• Any supporting documentation (if applicable)

Email requests must also be received at least 24 hours before the event.

6.3 Response Time

Once you submit a refund request:

• The Event Organiser has 3 days to approve or decline your request
• If they approve, your refund will be processed
• If they decline, your ticket remains valid for entry
• If they do not respond within 3 days, your refund is automatically approved

You will receive email notifications at each stage of the process.

7. Refund Processing

7.1 Payment Method

Refunds are issued to your original payment method. We cannot refund to a different card or bank account.

7.2 Processing Time

Once approved, refunds typically take:

• Credit/Debit Cards: 5-10 working days to appear on your statement
• Your bank may take additional time to process the credit

The refund will show on your statement as "RavePass" or similar.

7.3 Partial Refunds

In some cases, we may offer a partial refund (for example, ticket price without booking fee). This will be clearly explained when your refund is processed.

8. Exceptions

Refunds will not be provided in the following circumstances:

• After the Event: Refund requests submitted after the event has taken place cannot be processed
• Within 24 Hours: Refund requests submitted less than 24 hours before the event start time
• No Show: If you fail to attend the Event without prior refund request
• Refused Entry: If you are refused entry due to your own conduct, failure to meet age requirements, or breach of venue rules
• Duplicate Tickets: If your ticket was copied or duplicated and already scanned
• Fraud: If the purchase was fraudulent or in breach of our Terms
• Third-Party Purchases: If you purchased tickets from an unauthorised reseller
• Weather: Unless the Event is officially cancelled, outdoor events proceeding in bad weather do not qualify for refunds
• Promoter Declined: If the Event Organiser declines your refund request (your ticket remains valid)

9. Chargebacks

A chargeback is when you dispute a transaction directly with your bank or card provider.

9.1 When Chargebacks Are Appropriate

Chargebacks are intended for cases of:

• Unauthorised transactions (fraud)
• Goods or services not received (after attempting resolution with the merchant)
• Duplicate charges

9.2 When Chargebacks Are Not Appropriate

Filing a chargeback instead of requesting a refund through proper channels is considered "friendly fraud" and may result in:

• Cancellation of your ticket(s)
• Suspension of your RavePass account
• Being banned from future purchases
• Legal action in cases of repeated abuse

9.3 Disputing Chargebacks

We will challenge chargebacks that we believe are unjustified. We retain transaction records, delivery confirmations, and usage logs to support our case.

10. Your Consumer Rights

This Refund Policy does not affect your statutory rights under UK consumer law. Key legislation includes:

• Consumer Rights Act 2015: Services must be performed with reasonable care and skill
• Consumer Contracts Regulations 2013: (Note: leisure services exemption applies to event tickets)

If you believe we have not provided our ticketing service with reasonable care and skill, please contact us to discuss.

For independent advice on your consumer rights, you can contact:

• Citizens Advice: citizensadvice.org.uk
• Consumer helpline: 0808 223 1133

11. Contact Us

If you have questions about this Refund Policy or need assistance with a refund request:

• Email: support@ravepass.co.uk
• Website: ravepass.co.uk

When contacting us, please include your order number and registered email address to help us assist you quickly.