Refund Policy

Last updated: June 20, 2026

This Refund Policy (Policy) is provided by Ticketted Pty Ltd and applies to purchases made through the Ticketted platform at www.ticketted.com, including:

• event tickets,
• AI credits and credit packs,
• memberships and recurring subscriptions,
• Design Services, and
• any other paid offerings.

This Policy sits alongside, and forms part of, our Terms of Service.

1. General

• We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this Policy.
• Any benefits set out in this Policy may apply in addition to your rights under the Australian Consumer Law.
• Before making a purchase, please read this Policy so that you understand your rights and what you can expect from us if you are not satisfied with your order.

2. Australian Consumer Law

Under the Australian Consumer Law:

• Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the goods, you are entitled:
  • to cancel the purchase;
  • to a refund for the price of the goods; and
  • to compensation for any damage or loss (whether direct or consequential) that was, or reasonably ought to have been, foreseeable by us.
• If the failure with the service does not amount to a major failure, you are entitled to a re-supply of the service within a reasonable time, or to cancel the purchase and be provided with a refund of any price paid.

We offer refunds, repairs and replacements in accordance with the Australian Consumer Law. The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services. If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.

Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.

If a product or service you purchased from us has a major failure (as defined in the Australian Consumer Law), you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure. If the failure does not amount to a major failure, you may still be entitled to have the goods or service repaired, replaced or re-supplied.

3. Cancellation and Change of Mind

We do not offer any refund as a matter of course if you change your mind, or find the same product or service cheaper elsewhere. For ticket purchases, individual Providers may, at their own discretion, offer change-of-mind refunds on their events — please refer to the Provider's published refund terms before purchasing.

4. Our role as a facilitator (ticket purchases)

Ticketted is a facilitator that introduces the ticket buyer (Receiver) to the event organiser (Provider) and provides a system for safe payment. For ticket purchases, Ticketted does not hold any liability to the Receiver directly and will not personally refund payments outside the process set out in this Policy.

Each Provider may set their own refund terms and conditions for the events they list (including, for example, change-of-mind windows, transfer rights or partial-refund policies). Where a Provider's published terms are more generous than this Policy, the Provider's terms apply to that purchase. In all cases, your rights under the Australian Consumer Law continue to apply and cannot be excluded by any Provider's terms.

5. How to request a refund (buyers)

If you are unsatisfied with the services provided by a Provider, or you believe you may be entitled to a refund, you must:

• Contact the Provider directly first to request a refund. Most refund requests are resolved at this step.
• If the Provider has not responded within fourteen (14) days, contact Ticketted at support@ticketted.com outlining why you believe you are entitled to a refund. We will review the matter and determine whether the Provider should be removed from the Services.

For AI credits, memberships, Design Services and any other purchases made directly from Ticketted (rather than from a Provider), contact us at support@ticketted.com directly.

6. Provider obligations on receipt of a refund request

If you are a Provider and a Receiver requests a refund:

• Email support@ticketted.com with the subject line "Refund request — [event name]", attaching the original buyer request and confirming the refund amount you have agreed to;
• Once we verify the request, Ticketted will process the refund through the original payment method, less any fees and charges incurred by Ticketted in processing the refund.

If you agree to a refund, you instruct Ticketted to refund all or part of the payments made to the Receiver directly, less any fees and charges incurred by Ticketted in processing the refund.

7. Exceptions

Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product or service purchased by you if:

• you misused the product or service in a way which caused the problem;
• you knew, or were made aware of, the problem(s) with the product or service before you purchased it;
• you asked for a service to be performed in a certain manner, or asked for alterations against our advice, or were unclear about what you wanted; or
• any other exception applies under the Australian Consumer Law.

8. Non-refundable fees

Where a refund is processed on a ticket purchase, the buyer-paid processing fee and platform fee are non-refundable. Refunds are issued for the face value of the ticket (and any add-ons) only. This reflects the costs Ticketted and our payment processor have already incurred at the point of sale.

9. Cancelled events

If a Provider cancels an event, all ticket holders are eligible for a refund of the face value of their tickets. Providers are responsible for initiating these refunds promptly through their Ticketted dashboard.

10. How refunds are paid

• Unless otherwise determined in our sole discretion, all refunds are paid in the same form as the original purchase, or to the same account or credit card used to make the original purchase.
• To be eligible for a refund, repair or replacement, you must provide proof of purchase (such as your order confirmation email or receipt).

11. Response time

We aim to process any requests for repairs, replacements or refunds within 30 days of receipt.

12. Compliance

Both Receivers and Providers agree that they will comply with this Refund Policy as set out in the Terms of Service.

13. Contact

If you wish to speak to us about this Policy or about any refund, repairs or replacements, please contact us at support@ticketted.com.