Payout Policy

1. Standard Payout Schedule

Payouts are issued after the event has successfully taken place or after the organiser's refund window has expired.

Why we wait:

• To ensure customers can request refunds if eligible
• To protect against event cancellations
• To verify the event took place as advertised
• To handle any immediate customer support issues

Typical payout timeline:

• Standard Refund Policy (48h): 7 days after event completion (refund window closes 48h before event)
• Responsible Organiser: After event completion AND all refund obligations settled (see Escrow section below)

Payouts are processed via Stripe Connect and typically arrive within 2-7 business days depending on your bank.

2. Reserve Holds

TicketBaron may retain a reserve until after the event completes. This protects:

• Customers – ensuring refunds can be processed if needed
• The platform – covering potential chargebacks and disputes
• Your reputation – ensuring smooth event delivery

When reserves may be higher:

• First-time event organisers
• High-value ticket sales
• Events with long lead times (months in advance)
• Events with previous cancellation history

Once you've successfully hosted multiple events, reserve requirements typically decrease.

4. Event Cancellation or Failure to Deliver

If an event is cancelled or fails to take place:

1. Customers are refunded their ticket face value (the TicketBaron Booking Fee is non-refundable)
2. Remaining balance, if any, is paid to the organiser
3. If the organiser has already received a payout, they may be invoiced for refund amounts

Important: Organisers are responsible for valid refunds. Repeated cancellations may result in account restrictions or termination.

If you want customers to receive a full refund including the booking fee, see the Responsible Organiser option above.

5. Fees and Pricing

You set the amount you want to receive per ticket (your ticket value). TicketBaron adds a booking fee on top, which the customer pays. Your payout is always your ticket value — predictable and transparent.

How it works:

• You set your ticket value (the amount you receive per ticket)
• TicketBaron adds a Booking Fee on top, which comprises:
  • TicketBaron service fee: 5% + 35p per ticket
  • VAT: 20% on the service fee
• The customer sees: ticket price + TicketBaron Booking Fee at checkout
• You always receive your full ticket value — guaranteed

Refunds and Booking Fees:

The TicketBaron Booking Fee is non-refundable as it covers the cost of our ticketing service.

• When a refund is issued, the customer receives their ticket face value back
• The TicketBaron Booking Fee is retained
• If you want customers to receive a full refund including the booking fee, use the Responsible Organiser option (you cover the fee cost)

6. Chargebacks and Payment Disputes

Organisers are responsible for all chargebacks, payment disputes, reversals, and associated fees.

When a customer raises a chargeback with their bank, the disputed ticket amount is automatically held by the payment processor. You then choose how to respond via the organiser portal.

Your options when a dispute occurs:

Option 1: Accept the dispute

• The customer keeps the refund (ticket amount is held by the payment processor)
• You pay the dispute administration fee (£20 + VAT)
• You can absorb the fee from your event balance (if sufficient funds) or pay via invoice

Option 2: Challenge the dispute

• You pay both the dispute fee and challenge fee (£20 + £20 + VAT) before submitting evidence
• Again, you can absorb from your event balance or pay via invoice
• You submit evidence through the organiser portal (ticket records, customer communications, event details, etc.)
• TicketBaron submits your evidence to Stripe on your behalf
• If you win: the held ticket amount is released back to your balance
• If you lose: the customer keeps the refund

The organiser portal includes a cost-benefit analysis tool to help you decide whether challenging is worthwhile based on the ticket value and fees involved.

Dispute fees breakdown:

• Dispute administration fee: £20 per dispute (charged when a chargeback is filed)
• Challenge administration fee: £20 per dispute (charged only if you choose to challenge)

How to pay dispute fees:

• Absorb from balance: Fees are deducted instantly from your event balance (only available if your balance covers the full amount)
• Invoice: An invoice is generated and sent to your registered finance email. The action (accept or evidence submission) proceeds once payment is received.

⚠️ Important: These fees are non-negotiable. All prices shown are exclusive of VAT. UK customers will be charged VAT at the prevailing rate on all fees.

How to avoid disputes:

• Always deliver events as advertised
• Respond promptly to customer refund requests
• Communicate clearly about any event changes
• Provide excellent customer service

Chargebacks harm your standing with payment processors. Repeated disputes may result in account restrictions or termination.

7. Summary Table

8. Contact Us

Questions about payouts or this policy?

Email: contact@ticketbaron.com

For payout inquiries, please include your event name and organiser account details.