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. Responsible Organiser - Full Refund Option
Some event organisers choose to offer 100% full refunds including the TicketBaron Booking Fee to provide maximum peace of mind to their customers.
✅ What This Means for You:
- 💯 100% Full Refund - Receive your entire payment back including the ticket price and TicketBaron Booking Fee
- ⭐ Trusted Organiser - The organiser demonstrates confidence in their event by covering non-recoverable booking fees
- 📋 Standard Deadline - Refunds available up to 48 hours before event start
✨ How to identify: Events with this option will show a “✅ Responsible Organiser - Full Refund” badge on the event page under the refund policy section.
📋 Organiser Commitment & Terms:
When an organiser opts for the “Responsible Organiser” option, they are demonstrating their commitment to customer satisfaction and making a binding agreement with TicketBaron:
- Escrow of Event Funds: TicketBaron will hold event proceeds in escrow until all refunds have been processed and the refund account has been settled
- Fee Invoicing: The organiser will be invoiced for all non-recoverable TicketBaron Booking Fees when refunds are issued
- Binding Commitment: This is a contractual commitment that cannot be changed once tickets have been sold. A commitment is a commitment.
- Fund Release: Event funds will be released to the organiser only after the refund deadline has passed and all refund obligations have been satisfied
⚠️ Important: This option demonstrates maximum trust in your event but comes with financial obligations. Ensure you understand the commitment before enabling this option.
3. 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
- ✅ Organiser may choose to cover the booking fee for a full refund to customers
TicketBaron does not cover booking fees for cancelled events.
If the organiser wants customers to receive a full refund including the booking fee, the organiser will be invoiced for those fees before refunds are processed.
4. 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.
5. Summary Table
| Scenario | Refund Amount | Booking Fee Refunded? |
|---|---|---|
| Customer refund request (organiser allows) | Ticket face value | ❌ No (booking fee kept) |
| Responsible Organiser refund | Full amount paid | ✅ Yes (organiser covers fee) |
| Event cancelled or postponed | Ticket face value | ❌ No (booking fee kept) |
| Event cancelled — organiser funds fees | Full amount paid | ✅ Yes (organiser covers fee) |
6. 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.