What happens to your ticket when an event is postponed, rescheduled or cancelled

Due to unforeseeable circumstances, sometimes events are forced to postpone  and unfortunately, occasionally need to be cancelled altogether. 

Event organisers do not make these decisions lightly, and rest assured, they are as disappointed as you are - maybe even more so as they have worked countless hours bringing everything together.

Firstly - thank YOU for purchasing a ticket, we appreciate your making events possible with your support.

NOTE: Ticket funds are go straight to the event organiser at the time of purchase, and are not held by INTIX at any point. Any refunds will be processed by the event organiser, as per their policies, terms & conditions. INTIX will provide customer support, and will be a channel between event organisers and their customers so as to ensure the most comprehensive care possible.

When an organiser is forced to make changes to an event, stay calm!

The first thing organisers try to do is reschedule the event — the show must go on! They've put their blood, sweat, tears, time and resources into pulling together an awesome event for you and they want it to happen if at all possible.

There are any number of reasons why events are postponed or cancelled, and the ripple effect is enormous. An artist could get sick, a venue could lose electricity, severe weather could cause flooding or fires.

Trust that these issues cannot all be anticipated, but event organisers are working to circumvent them.

Communication is important!

As soon as organisers have formed a new plan, they will let you know. The most likely method is via email, so keep an eye on your inbox. We encourage event organisers to update their social media pages, as well as their event's ticketing page with the lates info - or when to expect further details.

A postponed or rescheduled event

Depending on the circumstances surrounding the postponement and the policies of the event organiser, one of the following scenarios may occur:

• You may keep your tickets and see if the new date suits you.
• You may be able to request a refund, or,
• Refunds may be automatic.

If an event is rescheduled (the new date is set and communicated) refunds may be subject to the organisers T&Cs.

A cancelled event

If an event is cancelled, the organiser will be doing their best to organise refunds for tickets holders. This can take time! Keep in mind that organising events can be a huge job, with lots of moving parts and personnel, including boards or investors. In the already high-energy events industry, a postponement or cancellation turns that energy into a lot of pressure to find the best resolution for all parties affected in the least time possible.

Patience and understanding all around is greatly appreciated.

FAQs

Q. Where will the refund go if you bought tickets through INTIX?
A. The ticket price will be refunded back to the card you used to buy the ticket (less ticket and transaction fees in the vast majority of cases).

NOTE: If your friend forwarded you a ticket or name changed a ticket to you, then they will receive the refund. This is because they purchased the ticket initially, and their card details are the ones organisers have available to process a refund.

Note: Name Change is only for friends & family as per the T&Cs. If you sold a ticket online to friend of a friend of a friend - that's a no-no because technically that is ticket scalping. It makes it hard to get a refund if you paid a stranger for a ticket.

Q. How long until you see the money in your account?
A. Once the event organiser initiates a refund, it can take up to 10 business days (usually 3-5 days) for the funds to show in your account, depending on your bank and their security measures. 

Q. I haven't got my refund - what happened?
A. If the card you used to purchase your tickets is no longer valid, you've switched banks, the card expired or you lost it, then the event organiser will get an error when they attempt to refund that card. Contact the event organiser and they will refund you to an alternative account after verifying your ticket. This is the most common reason why people don't receive their refund.

If you didn't buy the ticket directly from INTIX (forwards, name changes, dodgy online 'resales') then see above - Where will a refund go if you bought tickets through INTIX?

Q. Why are you holding onto my money, INTIX?
A. We're not. Ticket funds go straight to the event organiser at the time of purchase. It is important to note that INTIX cannot process refunds on behalf of organisers. You have paid them, not us, for your ticket so that money isn't in our bank account and we are not authorised to give it out.

When events have to postpone, reschedule or cancel, our team works closely with organisers to help them make the best decisions and to ensure that they can use the INTIX system to process refunds swiftly (if that is their policy).

We can give you updates from the organisers if we have details, but your best source of information is always the organisers directly.

You can use the 'Contact Organiser' button on the ticket sales page, or email us at [e-mail]  to get in touch with us, and we will help you to the extent of our abilities!

Stay loyal and support your favourite events, clubs, venues and organisers - we appreciate you!