Refund Policy
Last updated: 7 January 2025
TicketBaron aims to provide a fair and transparent ticketing platform that protects customers, event organisers, and our service from unnecessary financial loss. Because payment processing fees are non-recoverable, refunds are issued according to the rules below.
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.
Refund amount depends on the event's billing mode:
Exclusive Billing (fees shown separately at checkout):
- ✅ Full refund of ticket base price
- Stripe payment fees are non-refundable
- Platform fees, booking fees, and support fees are non-refundable
Example (Exclusive Billing):
Base price: £20.00
Platform fee: £1.80 (5% + 50p + VAT)
Stripe fee: £0.53
Total paid: £22.33
Refund: £20.00 (base price only)
Inclusive Billing (all-in ticket price):
- ✅ Ticket price minus Stripe fees and TicketBaron platform fees
- Stripe payment fees are non-refundable
- TicketBaron platform fees are non-refundable
Example (Inclusive Billing):
Ticket price: £20.00 (all-in)
Stripe fee: £0.49
Platform fee: £1.67 (5% + 50p + VAT)
Organiser receives: £17.84
Refund: £17.84 (ticket price minus all fees)
If the organiser chooses not to allow refunds, the order is non-refundable unless Refund Protection was purchased.
2. Responsible Organiser - Full Refund Option
Some event organisers choose to offer 100% full refunds including all Stripe and platform fees to provide maximum peace of mind to their customers.
✅ What This Means for You:
- 💯 100% Full Refund - Receive your entire payment back including ALL fees (ticket price, Stripe fees, platform fees, and support fees)
- ⭐ Trusted Organiser - The organiser demonstrates confidence in their event by covering non-recoverable processing fees
- 📋 Standard Deadline - Refunds available up to 72 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 via Stripe Payment Link for all non-recoverable processing fees (Stripe fees + platform 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. Refund Protection (Optional Add-On)
Customers may optionally purchase Refund Protection at checkout for added peace of mind.
✨ What's Included:
- 💯 100% Full Refund - Get back your entire purchase amount including ALL fees (ticket price, Stripe fees, platform fees, and support fees)
- 🕐 Extended Deadline - Cancel anytime up to event start time (not just 72 hours before)
- ❓ No Questions Asked - Cancel for any reason at all - no documentation or proof required
💡 How it works: If you need to cancel, simply request a refund through your ticket confirmation email or contact support. Your full payment will be refunded - no hassle, no questions.
⚠️ Please note: The Refund Protection fee itself is non-refundable. However, all other fees (ticket price, Stripe fees, platform fees, and support fees) will be refunded in full if you cancel.
Important: Refund Protection must be purchased at the time of booking and cannot be added later.
4. Event Cancellation or Major Changes
If an event is cancelled, rescheduled, or significantly changed by the organiser:
Exclusive Billing:
- ✅ Customers receive refund of the ticket base price
- Stripe, platform, and support fees remain non-refundable
- ✅ Organiser may choose to cover all fees for a full refund to customers
Inclusive Billing:
- ✅ Customers receive ticket price minus Stripe and platform fees
- Stripe and platform fees remain non-refundable
- ✅ Organiser may choose to cover deducted fees for a full refund to customers
TicketBaron does not cover Stripe or platform fees for cancelled events.
If the organiser wants customers to receive a full refund including all deducted fees, the organiser will be sent a Stripe Payment Link to fund those fees before refunds are processed.
5. Chargebacks and Payment Disputes
If a customer initiates a chargeback (dispute with their bank), TicketBaron will submit all ticket and event records to the payment processor to challenge the dispute.
For Event Organisers:
Organisers are responsible for all chargebacks, payment disputes, reversals, and associated fees.
- Stripe dispute fee: £20 per dispute
- Stripe challenge fee: £20 per dispute
- If the dispute is lost, the organiser is also invoiced for the refunded ticket amount
TicketBaron may deduct these amounts from the organiser's account balance or from any future payouts. All prices shown are exclusive of VAT. UK customers will be charged VAT at the prevailing rate on all fees.
For full details on dispute handling and fees, please see our Payout Policy.
6. Summary Table
Exclusive Billing (fees shown separately):
| Scenario | Refund Amount | Fees Refunded? |
|---|---|---|
| Customer refund request (organiser allows) | Base Price | ❌ No (all fees kept) |
| Customer refund with Refund Protection | Base Price | ❌ No (all fees kept) |
| Event cancelled or postponed | Base Price | ❌ No (all fees kept) |
| Event cancelled — organiser funds fees | Full amount paid | ✅ Yes (organiser pays) |
Inclusive Billing (all-in price):
| Scenario | Refund Amount | Fees Refunded? |
|---|---|---|
| Customer refund request (organiser allows) | Ticket Price – All Fees | ❌ No (Stripe + Platform kept) |
| Customer refund with Refund Protection | Full Ticket Price | ❌ Platform fees kept |
| Event cancelled or postponed | Ticket Price – All Fees | ❌ No (Stripe + Platform kept) |
| Event cancelled — organiser funds fees | Full Ticket Price | ✅ Yes (organiser pays) |
7. 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.