Refund Policy
Last updated: March 25, 2026
This policy explains when refunds are available, who controls them, and how to request one.
1. Overview
DashTicket operates as a technology marketplace that connects event organisers with ticket buyers. Because DashTicket is not the organiser of any event listed on the Platform, refund eligibility is primarily determined by the individual event organiser's stated policy. This Refund Policy sets out the circumstances under which refunds are available, defines DashTicket's obligations as a marketplace facilitator, and explains how to request a refund. It should be read in conjunction with our Terms & Conditions and the specific refund terms stated on each event's page before purchase.
2. Organiser-Set Refund Policies
Each event organiser may set their own refund and cancellation policy, which will be displayed on the event page and at checkout before you confirm your purchase. By completing a purchase, you acknowledge and accept the organiser's stated refund policy. DashTicket strongly encourages you to review the organiser's refund policy before purchasing. Once a purchase is confirmed, refund eligibility is subject to that policy unless one of the overriding circumstances in sections 3–8 below applies. Where an organiser has not stated a refund policy, the default position is that all sales are final, subject to your statutory rights under applicable law and the exceptions described in this policy.
3. Event Cancellation by Organiser
If an event is cancelled by the organiser and does not take place, you are entitled to a full refund of: (a) The ticket face value set by the organiser; (b) DashTicket's platform fee. Note: Stripe processing fees (for international payments) are non-refundable as Stripe does not return processing fees on refunds (see Section 7). How it works: 1. DashTicket will notify affected ticket holders by email when an event is cancelled; 2. Refunds will be initiated automatically or upon your request, depending on the circumstances; 3. Refunds will be returned to the original payment method used at purchase; 4. Processing time is 7–14 business days from the date of refund initiation (see Section 10). If you have not received your refund within 14 business days of cancellation confirmation, please contact hello.dashtickets@gmail.com with your order details.
4. Event Postponement
If an event is postponed to a new date by the organiser: (a) Your ticket remains valid for the rescheduled date; (b) You are not automatically entitled to a refund solely because the date has changed. If you are unable to attend the rescheduled date, you should contact the organiser directly using the contact information on the event page. The organiser may, at their sole discretion, offer a refund or credit. If an organiser offers refunds for postponed events, DashTicket will facilitate the refund process. Platform fees for postponement refunds follow the organiser's stated policy.
5. Significant Event Changes
If an event undergoes a significant material change after your purchase — such as a substantial change of venue, a change of headline performer that was material to the event's advertised nature, or a significant reduction in the event's scope — you may be entitled to a refund at the organiser's discretion. What constitutes a "significant" change is determined on a case-by-case basis. DashTicket does not guarantee refunds for minor event changes such as schedule adjustments, supporting act substitutions, or changes within the same venue or location. To request a refund for a significant event change: 1. Contact the event organiser using the contact information on the event page; 2. If you are unable to resolve the matter with the organiser, contact DashTicket at hello.dashtickets@gmail.com. DashTicket may, at its absolute discretion, intervene to facilitate a resolution between you and the organiser.
6. Platform Fee Refundability
DashTicket's platform fee (8% of the transaction amount, subject to applicable minimums) is: Refundable when: • An event is cancelled by the organiser; • A refund is initiated by DashTicket due to a verified platform error; • DashTicket determines at its sole discretion that a refund is warranted. Non-refundable when: • You request a refund under the organiser's voluntary refund policy (the platform fee is charged for the use of the Platform infrastructure regardless of whether you attend); • An event is postponed and you receive a full face-value refund — organiser discretion applies. The platform fee minimum (Nu. 15 for BTN transactions; USD 2.00 for USD transactions) applies to the platform's cost of processing and is non-refundable in all cases except event cancellation.
7. Stripe Processing Fees
For international payments processed through Stripe, please note: Stripe's processing fees (4.85% of the subtotal plus USD 0.60 per transaction) are charged by Stripe, not DashTicket. Stripe's policy is that processing fees are non-refundable regardless of the reason for the refund. This means that in the event of any refund — including organiser cancellation — the Stripe processing fee component will not be returned. DashTicket has no control over this policy and cannot override it. The amount refunded to you for an international payment on a cancelled event will be: Ticket face value + DashTicket platform fee (only) — Stripe's processing fees are not returned.
8. Duplicate & Fraudulent Purchases
If you have been charged more than once for the same order due to a technical error on our Platform, or if you believe your account has been used to make an unauthorised purchase, please contact us immediately at hello.dashtickets@gmail.com. For duplicate charges: • DashTicket will investigate and, if confirmed, will refund the duplicate charge in full, including all associated fees; • Please provide your order reference number(s) and the email address on your account. For unauthorised purchases: • Immediately secure your account by changing your password; • Contact hello.dashtickets@gmail.com with full details; • DashTicket will review the transaction and take appropriate action, which may include a full refund and account security measures. Please do not initiate a bank chargeback before contacting DashTicket — see Section 11.
9. How to Request a Refund
Step 1 — Contact the event organiser: For voluntary refunds under the organiser's policy, your first point of contact should be the event organiser. Organiser contact details are listed on the event page. Organiser-approved refunds are processed through the DashTicket Platform. Step 2 — Contact DashTicket: If you cannot resolve the matter directly with the organiser, or if your refund request falls under sections 3, 8, or another DashTicket-covered category, contact us at: Email: hello.dashtickets@gmail.com Subject line: Refund Request — [Your Order Reference Number] Please include in your message: • Your full name and registered email address • Your order reference number • The event name and date • A clear description of the reason for your refund request • Any supporting documentation (e.g., cancellation notice, duplicate charge evidence) DashTicket aims to acknowledge all refund requests within 2 business days and to resolve them within 14 business days.
10. Refund Processing Times
Once a refund is approved and initiated by DashTicket or the organiser: • The refund will be returned to the original payment method used at purchase; • Standard processing time is 7–14 business days from the date of initiation; • Actual credit to your account may take additional time depending on your bank or card issuer's processing schedule — this is outside DashTicket's control; • Refunds cannot be redirected to a different payment method or bank account than the original. If you have not received an approved refund within 14 business days, please contact your bank first, then contact DashTicket at hello.dashtickets@gmail.com.
11. Chargebacks
A chargeback is a forced reversal of a payment initiated through your bank or card issuer. Before initiating a chargeback, we strongly encourage you to contact DashTicket at hello.dashtickets@gmail.com to resolve the issue directly. Initiating a chargeback without first contacting DashTicket may: (a) Cause delays in resolving your issue; (b) Result in your DashTicket account being suspended or terminated pending investigation; (c) Affect your ability to purchase tickets in the future. DashTicket will cooperate fully with your financial institution in the event of a legitimate chargeback dispute. We reserve the right to recover losses caused by fraudulent or bad-faith chargebacks.
12. Changes to This Policy
DashTicket may update this Refund Policy at any time. Changes will be effective upon posting to this page. The "Last Updated" date at the top of this page will reflect the most recent revision. Continued use of the Platform constitutes acceptance of the updated policy. For purchases made before an updated policy takes effect, the policy in place at the time of purchase applies to refund eligibility.
13. Contact
For all refund enquiries: DashTicket Customer Support Email: hello.dashtickets@gmail.com We aim to respond to all refund-related enquiries within 2 business days.
See also: Terms & Conditions and Privacy Policy.