Ticket Refund Policy

Version: refund-v2 · Jurisdiction: South Africa · Locale: en-ZA · Last updated: 22 August 2026 · Effective: 22 August 2026

This Ticket Refund Policy explains when and how a ticket order placed through WhatAnEvent may be cancelled, refunded, or corrected. It applies together with the Terms of Use, Guest Checkout Terms, the event information shown before purchase, and any rights that cannot lawfully be excluded.

1. Who is responsible

WhatAnEvent provides the ticketing and payment-administration platform. The event organiser creates and operates the event and is responsible for the event, venue, advertised programme, entry conditions, and decisions to cancel, postpone, or materially change it.

WhatAnEvent may administer a refund on the organiser's behalf and update the order and tickets accordingly. The payment provider and the merchant arrangement used for the order may affect how the money is returned, but they do not remove any right you have under applicable law.

2. Your statutory rights

Nothing in this policy excludes or limits a remedy available under the Consumer Protection Act 68 of 2008 or other applicable South African law. Among other matters, the Consumer Protection Act regulates cancellation of advance bookings and permits only a reasonable cancellation charge where that right applies.

The outcome of a request depends on the facts, including how the ticket was sold, the nature of the event, the notice given, costs already incurred, whether a replacement sale is reasonably possible, and any circumstance in which a cancellation charge is prohibited. The official Act is available from the South African Government.

3. Event cancellation

If the organiser cancels an event and does not offer a lawful replacement arrangement that you accept, you may request a refund of the amount legally refundable for the affected ticket.

The ticket face value will ordinarily be refunded. Whether a disclosed service or payment fee is also refundable depends on applicable law, the reason for cancellation, the service already supplied, and the terms shown at checkout. We will not withhold a fee where doing so would be unlawful.

Once cancellation is confirmed, affected QR tickets may be voided. Do not rely on a cancelled-event ticket for entry.

4. Postponement, rescheduling, or material change

If an event is postponed or rescheduled, the organiser may keep the original ticket valid for the replacement date. The notice should explain the new arrangements and any deadline for requesting a refund.

If you cannot attend the replacement date, or the event changes materially, contact support as soon as reasonably possible. We and the organiser will assess the request under the disclosed event terms and applicable law. A deadline must be reasonable in the circumstances and does not override a non-excludable right.

A change to an advertised participant, performer, running order, start time, entrance, or venue does not automatically create a refund right. The nature and significance of the change, the event description, and applicable law will be considered.

5. Buyer cancellation or change of plans

You may ask to cancel an advance booking before the event. A reasonable cancellation charge may be deducted where applicable law permits it. The charge, if any, will be assessed in the circumstances rather than imposed as an automatic fixed penalty.

No refund is ordinarily due merely because you arrive late, do not attend, use the wrong entrance, lose access to your chosen communication channel, or are lawfully refused entry for breaching disclosed event or venue rules. This does not affect a remedy available because the event or ticket service was not supplied as agreed.

6. Duplicate payments and technical errors

Contact us promptly if you believe you were charged more than once, charged an incorrect amount, paid for an order that was not created, or received the wrong ticket quantity.

We will compare the order, payment-provider records, and ticket issuance history. A verified duplicate or incorrect platform charge will be corrected or refunded. A pending bank authorisation that was never captured may disappear automatically and is not necessarily a completed duplicate payment.

7. Partial orders and used tickets

A refund may cover all or only part of an order where the payment provider and circumstances allow it. Refunded tickets will be voided and cannot be used or transferred.

A ticket that has already been checked in is ordinarily treated as used. We may refuse a refund for a used ticket unless the law or the failure of the supplied service requires otherwise.

8. How refunds are paid

Refunds are normally returned through the original payment method and payment provider. We may request verification before changing a payment destination, and we will not redirect a refund merely because someone has access to a QR code or order link.

WhatAnEvent or the organiser will initiate an approved refund within a reasonable period after the necessary facts and payment details have been confirmed. Your bank or payment provider controls the time between initiation and the credit appearing in your account.

If the original payment method cannot receive the refund, we will explain the available verification and alternative-payment process. Do not send full card details by email or WhatsApp.

9. How to request a refund

Email support@whatanevent.app with:

• Your order reference or secure order-lookup link.
• The event name and ticket type.
• The reason for the request.
• Any relevant evidence, such as proof of a duplicate debit or the rescheduling notice.
• The contact details used for the order.

Do not send a password, full card number, card security code, or one-time PIN. We may ask reasonable questions to verify that you are the buyer or otherwise authorised to act on the order.

10. Payment disputes and chargebacks

You may use any lawful payment-provider or consumer-protection process available to you. Contacting us first often allows an error or refund request to be resolved faster, but doing so is not a condition that removes your right to dispute a transaction.

If a chargeback or payment dispute is opened, we may provide the payment provider with relevant order, consent, delivery, refund, communication, and check-in records. Tickets connected to a reversed or disputed payment may be suspended or voided while the matter is investigated.

11. Organiser-specific notices

An organiser may display additional event-specific refund information. It may provide more generous rights but may not reduce a right that applicable law or this policy makes non-excludable. If event wording is unclear, contact support before purchasing.

12. Contact

Refund and payment queries: support@whatanevent.app

Platform: https://whatanevent.app