Refund Policy
Last updated: 29 January 2025
TicketBaron acts as a disclosed booking agent for event organisers. Refunds are processed by TicketBaron on behalf of the event organiser. Refunds are issued according to the rules below.
Important - No Cooling-Off Period: Event tickets are for a leisure service on a specific date and time. Under the UK Consumer Contracts Regulations 2013 (Regulation 28(1)(h)), the statutory 14-day cooling-off period does not apply. Once you complete a purchase, you are bound by these refund terms.
1. Customer-Initiated Refunds
If an event organiser enables refunds for their event, customers may request a refund until the organiser's specified refund deadline.
What you receive:
- ✅ Your ticket face value is refunded
- The TicketBaron Booking Fee is non-refundable
Example:
Ticket price: £10.00
TicketBaron Booking Fee: £1.02 (incl. VAT)
Total paid: £11.02
Refund: £10.00 (ticket face value)
The standard refund deadline is 48 hours before the event start time.
2. Event Cancellation or Major Changes
If an event is cancelled, rescheduled, or significantly changed by the organiser:
- ✅ Customers receive a refund of the ticket face value
- The TicketBaron Booking Fee is non-refundable
The booking fee is non-refundable — it is not covered by TicketBaron or the organiser.
3. Chargebacks and Payment Disputes
If a customer initiates a chargeback (dispute with their bank), the disputed ticket amount is automatically held by the payment processor. The event organiser then chooses how to respond via the organiser portal.
For Event Organisers:
Organisers are responsible for all chargebacks, payment disputes, reversals, and associated fees.
- Accept the dispute: Pay the dispute administration fee (£20 + VAT) — absorb from balance or pay via invoice
- Challenge the dispute: Pay dispute + challenge fees (£20 + £20 + VAT), then submit evidence via the portal
- Fees can be absorbed from your event balance (if sufficient) or paid via invoice
For full details on dispute handling, fee payment options, and the cost-benefit analysis tool, please see our Payout Policy.
4. Summary Table
| Scenario | Refund Amount | Booking Fee Refunded? |
|---|---|---|
| Customer refund request (organiser allows) | Ticket face value | ❌ No (booking fee kept) |
| Event cancelled or postponed | Ticket face value | ❌ No (booking fee kept) |
5. Contact Us
Questions about refunds or this policy?
Email: contact@ticketbaron.com
For refund requests, please include your order number and reason for the refund.