Refund Policy

1. Overview

OutNow Tickets is a ticketing marketplace. Unless an event page states otherwise, the event promoter or organiser shown on the listing is responsible for delivering the event. OutNow provides the platform, checkout, ticketing, communications and refund tools.

Refund eligibility depends on why the refund is requested, the circumstances of the event, the promoter's obligations and your rights under applicable law. Nothing in this policy limits rights that cannot lawfully be excluded.

2. Change-of-mind cancellations

Tickets for leisure activities taking place on a specific date or during a specific period generally do not have the usual 14-day online purchase cooling-off right.

A ticket therefore will not normally be refundable simply because you change your mind, can no longer attend, have travel problems or accidentally make a duplicate booking, unless the promoter's terms allow it or the law gives you a separate right to a refund.

3. If an event is cancelled

If an event is cancelled and will not go ahead, affected customers may be entitled to a refund in accordance with applicable law and the promoter's obligations.

When OutNow processes a full refund for an affected order under the current platform flow, the refund is based on the amount charged for that order. This can include the OutNow booking fee originally shown at checkout where the full order is being refunded.

Refunded tickets are invalidated and cannot be used for entry. Customers should not transfer or attempt to use a ticket after a refund has been approved.

4. Promoter-requested event cancellations

Promoters cannot unilaterally cancel an event through OutNow. A promoter cancellation request requires OutNow admin approval and must be made while the event is still upcoming.

Once the event's recorded end time has passed, the normal promoter cancellation process is closed. A promoter cannot submit a new cancellation request after that point, and a pending request cannot be approved through the normal cancellation flow after the event has ended.

If a promoter-caused cancellation is approved before the event ends, OutNow may stop further ticket sales and automatically create refunds for affected paid orders. Under OutNow's promoter terms, the promoter bears the customer refund liability attributable to the cancelled event and the payment processing cost allocated to those refunds.

OutNow may recover those amounts from promoter pending, available or reserved balances. If the promoter has already been paid and the available balance is insufficient, the promoter's platform balance may become negative and future promoter earnings may be used to repay the outstanding amount before another payout is made.

5. Postponed, rescheduled or materially changed events

Promoters may sometimes change the date, time, venue, line-up or other event details. Your ticket may remain valid for the revised event.

If a change is significant, the promoter may offer a refund or alternative. Where you have a legal right to a refund because of a material change, that right is not affected by this policy.

Minor changes that do not materially alter the event may not create a refund entitlement.

6. How to request a refund

If your order is eligible, use the refund option shown in your order or ticket area where available, or contact OutNow support at support@outnowtickets.com.

1. Provide your order details and the reason for the request.
2. OutNow may review the request with the event promoter.
3. If approved, OutNow submits the authorised refund through the original payment system.
4. Any refunded tickets are invalidated.

Submitting a request does not itself guarantee that a refund will be approved.

7. How refunds are paid

Approved refunds are normally returned to the original payment method through Stripe. Once OutNow has submitted a refund, the time it takes to appear in your account depends on your bank, card issuer and payment network.

OutNow will not normally refund a different card, bank account or person unless required by law or necessary to resolve an exceptional payment issue securely.

8. Booking fees and payment processing costs

OutNow may charge a customer booking fee and may deduct platform commission from promoter ticket revenue. The customer's total price is shown before payment.

For a full event-cancellation refund processed through the current platform flow, the customer may receive the full affected order amount, including the booking fee originally charged for that order.

Stripe or another payment provider may retain or charge processing costs even where the customer receives a refund. Where the cancellation is caused by the promoter, OutNow's current platform rules allocate the relevant processing cost to the promoter. For other refunds, the allocation of processing costs may depend on the refund reason, platform rules and applicable law.

9. Situations that may not qualify

Unless the law or the promoter's event terms say otherwise, a refund may be refused where:

• you simply decide not to attend;
• you arrive late or cannot travel to the venue;
• entry is refused because you breach valid venue, age or safety rules;
• a ticket has already been used for entry;
• the request concerns travel, accommodation or other costs not purchased from OutNow;
• the request is fraudulent, abusive or unsupported; or
• the event has taken place and no separate legal refund right applies.

Nothing above removes any remedy you are legally entitled to.

10. Questions, complaints or disputes

If you believe a refund has been handled incorrectly, contact us with your order number and a clear explanation of the issue. We will review the booking and the information available from the promoter and payment provider.