Refunds & Cancellations Policy

This Refunds & Cancellations Policy ("Policy") governs all ticket purchases and sales conducted through the TiketCaribbean platform, operated by CaribraConnect Technology Ltd, a company incorporated in the Republic of Trinidad and Tobago and also registered in Scotland ("the Company", "we", or "TiketCaribbean").

By purchasing a ticket through TiketCaribbean, you ("Attendee") acknowledge and agree that you have read, understood, and accepted the terms of this Policy. By listing and selling tickets through TiketCaribbean, you ("Organiser") likewise accept this Policy and agree to its obligations as they apply to you.

This Policy applies to all transactions on the platform whether undertaken via the TiketCaribbean website, mobile application, or any authorised third-party integration. It should be read in conjunction with our Terms of Service, Privacy Policy, and any applicable Organiser Agreement.

In this Policy, unless the context otherwise requires:

• "Attendee" means any individual or entity that purchases one or more tickets through the Platform.
• "Organiser" means any individual or legal entity that registers on TiketCaribbean to list, promote, and sell tickets for an event.
• "Platform" means the TiketCaribbean website, mobile applications, APIs, and any associated digital infrastructure.
• "Ticket Price" means the face value of a ticket as set by the Organiser, exclusive of all fees.
• "Service Fee" means any fee charged by TiketCaribbean to the Attendee or Organiser for use of the Platform, including but not limited to booking fees, platform access fees, and technology fees.
• "Payment Processor" means any third-party financial institution or payment gateway engaged by TiketCaribbean to facilitate the collection, holding, and disbursement of funds.
• "Refund" means the return of all or part of the purchase amount to the Attendee's original payment method.
• "Chargeback" means a reversal of a payment transaction initiated by the Attendee's card issuer or financial institution.
• "Material Change" means a significant alteration to an event that was not disclosed at the time of ticket purchase, including but not limited to change of venue, date, headline performer, or event format.
• "Force Majeure Event" has the meaning given in Section 9 of this Policy.
• "Organiser Refund Policy" means the refund terms set by a specific Organiser at the time of event listing on the Platform.

3.1 What TiketCaribbean Does

• Provides the technical infrastructure for listing, discovering, and purchasing tickets.
• Collects funds from Attendees on behalf of Organisers through authorised Payment Processors.
• Disburses proceeds to Organisers in accordance with applicable payout schedules and agreements.
• Communicates refund determinations and facilitates processing where applicable.
• Provides administrative dispute assistance at its sole discretion.

3.2 What TiketCaribbean Does Not Do

• TiketCaribbean does not assume liability for the performance, quality, safety, or cancellation of any event.
• TiketCaribbean does not guarantee that an Organiser will honour their stated refund policy.
• TiketCaribbean is not responsible for an Organiser's financial insolvency, cessation of trading, or failure to deliver an event, except where the Company exercises its discretionary authority under Section 15.

Notwithstanding the above, TiketCaribbean may, at its absolute discretion and without creating a precedent or ongoing obligation, intervene administratively in refund disputes to protect the integrity of the Platform and the trust of its user community.

4.1 When Service Fees Are Not Refunded

• Customer-initiated cancellations or change of mind.
• Event postponement or rescheduling by the Organiser (unless the Attendee elects to cancel).
• Failure to attend the event (no-show).
• Partial event delivery (e.g., shortened event duration not qualifying as a Material Change).
• Refunds issued under an Organiser's discretionary goodwill policy.

4.2 When Service Fees May Be Refunded

• The event is cancelled entirely by the Organiser and no alternative date is offered.
• The event is cancelled or removed by TiketCaribbean due to breach, fraud, or regulatory non-compliance by the Organiser.
• A duplicate charge or technical Platform error is confirmed by TiketCaribbean's support team.
• A court order or applicable consumer protection law mandatorily requires the refund of fees in the relevant jurisdiction.

TiketCaribbean reserves the right to amend its fee schedule at any time. All fees applicable to a transaction are disclosed at the point of purchase.

Each Organiser is solely responsible for setting and honouring their own refund policy for their events. Organiser Refund Policies are displayed on the event listing page at the time of ticket purchase.

5.1 Organiser Obligations

• Organisers must specify a clear refund policy before publishing any event on the Platform, selecting from the Platform's available policy types: Full Refund, Partial Refund, No Refund, or a custom defined policy.
• Organisers are legally liable to Attendees for the delivery of the event and the fulfilment of their stated refund obligations.
• Organisers must notify TiketCaribbean and all affected Attendees promptly and in writing upon any cancellation, postponement, or Material Change to an event.
• Organisers grant TiketCaribbean irrevocable authority to deduct, withhold, or reverse amounts from Organiser payouts to satisfy validated Attendee refund claims.
• Organisers must not offer refunds or alternative compensation outside the Platform in a manner that circumvents Platform processes or conflicts with this Policy.

5.2 Platform Oversight

TiketCaribbean reserves the right to review, override, or supplement any Organiser Refund Policy where the Company determines it to be inconsistent with consumer protection principles, applicable law, or the Platform's Terms of Service. Organisers who consistently fail to honour their stated refund policies may be suspended or removed from the Platform.

The following circumstances may give rise to a refund claim, subject to the verification procedures in Section 11:

Attendees seeking to cancel a ticket purchase of their own accord (i.e., not as a result of an event cancellation, postponement, or Material Change) must comply with the following:

• The cancellation request must fall within the cancellation window specified in the Organiser Refund Policy applicable to the event.
• Refunds for customer-initiated cancellations are limited to the Ticket Price only. Service Fees are non-refundable.
• Where the Organiser's policy is No Refund, customer-initiated cancellation requests will be declined unless the Company, at its sole discretion, determines there are exceptional circumstances warranting review.
• Requests must be submitted via the Platform or by contacting support with the subject line "Refund Request", and must include the order reference number, the event name, and the reason for cancellation.

8.1 Organiser Obligations on Rescheduling

Any Organiser who reschedules or makes a Material Change to an event must notify TiketCaribbean in writing as soon as reasonably practicable and no later than 24 hours after the decision is made. TiketCaribbean will communicate the change to Attendees via the contact details on file.

8.2 Attendee Options

Upon notification of a rescheduling or Material Change, Attendees may:

• Accept the new date or changed event details and retain their existing ticket.
• Request a refund of the Ticket Price within the applicable refund window (14 calendar days from notification for rescheduling; 7 calendar days for Material Changes).

8.3 Platform's Role

TiketCaribbean acts as conduit for notifications and refund processing only. The liability for any loss suffered by an Attendee due to rescheduling or Material Change rests solely with the Organiser.

9.1 Definition

A Force Majeure Event means any event beyond the reasonable control of a party including, without limitation: acts of God; hurricanes, tropical storms, or other extreme weather events; earthquakes, floods, or other natural disasters; pandemic or epidemic declared by a national or international health authority; civil unrest, riot, or war; government-imposed curfews, lockdowns, or venue closures; power or infrastructure failures; or any other event of similar gravity and unforeseeable nature.

9.2 Effect on Refund Obligations

• Where an event is cancelled or cannot be held due to a Force Majeure Event, refund entitlements are governed primarily by the Organiser Refund Policy and the circumstances of the cancellation.
• TiketCaribbean may, at its absolute discretion, override a No Refund policy where a Force Majeure Event renders the event entirely impossible and the Organiser agrees or is ordered by a competent authority.
• Neither TiketCaribbean nor its Payment Processors shall be liable for delays in processing refunds caused by Force Majeure Events affecting banking or payment infrastructure.

9.3 Limitation

Force Majeure does not relieve Organisers of their underlying obligation to refund Attendees for events that were not delivered. It may, however, extend the timeframe for processing and affect the recoverability of funds from the Organiser by TiketCaribbean.

TiketCaribbean takes reasonable technical measures to prevent duplicate transactions and payment errors. Where such errors occur, the following applies:

• Attendees who believe they have been charged in duplicate must notify TiketCaribbean within 14 calendar days of the relevant transaction date by contacting support with the subject line "Duplicate Charge", providing the order reference number(s) and transaction amounts.
• TiketCaribbean will investigate and, where a duplicate charge or Platform error is confirmed, will process a full refund of all incorrectly charged amounts (including Service Fees) within 5–10 business days.
• TiketCaribbean is not responsible for errors arising from the Attendee's own banking institution, card issuer, or internet connection, or for instances where the Attendee has submitted the same order multiple times.
• Suspected technical errors that are not reported within the 14-day window may, at the Company's discretion, be declined.

11.1 How to Submit a Refund Request

All refund requests must be submitted through one of the following channels:

• Contact Support: Submit a request via our contact page with the subject line "Refund Request", including your full name, order reference number, event name, reason for the request, and any supporting documentation.
• Platform Portal (when available): Submit via the Refund & Disputes section of your Attendee account dashboard.

11.2 Required Information

To process your request efficiently, please include:

• Full legal name as registered on the account.
• Order or booking reference number.
• Event name and scheduled date.
• Reason for the refund request (with reference to the relevant section of this Policy).
• Supporting evidence where applicable (e.g., screenshot of duplicate charge, official cancellation notice).

11.3 Processing Timelines

All refunds are returned to the original payment method used at the time of purchase. TiketCaribbean does not issue refunds in cash, by cheque, or via alternative payment methods. Fund arrival timelines are approximate and depend on the Attendee's card issuer or bank. International card transactions may take longer.

11.4 Request Deadlines

• Refund requests arising from event cancellation must be submitted within 60 calendar days of the original event date.
• Requests arising from Material Changes must be submitted within 7 calendar days of notification of the change.
• Requests arising from rescheduling must be submitted within 14 calendar days of notification.
• Requests arising from duplicate charges must be submitted within 14 calendar days of the charge date.
• Customer-initiated cancellation requests must be submitted within the window specified in the Organiser Refund Policy.

Requests submitted outside these windows will generally be declined. TiketCaribbean reserves the right to consider late requests in exceptional circumstances at its sole discretion.

TiketCaribbean uses third-party Payment Processors to collect, hold, and disburse funds. All payment processing is subject to the terms and conditions of the applicable Payment Processor, in addition to this Policy.

12.1 Role of Payment Processors

• Payment Processors are independent third parties and are not agents of TiketCaribbean.
• By completing a purchase on the Platform, Attendees consent to their payment data being processed by the applicable Payment Processor in accordance with that processor's privacy and data security practices.
• TiketCaribbean does not store full card details. All card data is handled directly by PCI-DSS compliant Payment Processors.

12.2 Refund Processing via Payment Processors

• Once TiketCaribbean approves a refund, the refund instruction is transmitted to the relevant Payment Processor.
• The actual crediting of funds to the Attendee's account is outside TiketCaribbean's control and is subject to the processing schedules and policies of the Payment Processor and the Attendee's bank.
• TiketCaribbean shall not be held liable for delays caused by a Payment Processor, banking institution, or card network.
• Where a Payment Processor imposes non-refundable processing charges, such charges may be deducted from the refund amount unless otherwise stated in this Policy.

13.1 Chargeback Process

A chargeback is a reversal of a payment transaction initiated by the Attendee's card issuer. TiketCaribbean strongly encourages Attendees to first attempt to resolve any payment dispute directly through the Platform's refund request process before initiating a chargeback with their bank.

13.2 Platform Rights on Chargeback

• Where an Attendee initiates a chargeback without first submitting a refund request through the Platform, TiketCaribbean reserves the right to provide the Payment Processor and relevant card networks with all transactional evidence to contest the chargeback.
• TiketCaribbean may suspend or restrict the Attendee's account pending resolution of a disputed chargeback where there is reason to believe the chargeback is unwarranted, fraudulent, or in bad faith.
• Where a chargeback is upheld in the Attendee's favour, TiketCaribbean may seek recovery of corresponding amounts from the Organiser where the refund obligation arose from an Organiser's failure.

13.3 Chargeback Costs

Organisers acknowledge and agree that they are liable for all chargeback fees, penalties, and associated costs arising from disputes relating to their events, and that TiketCaribbean may deduct such amounts from Organiser payouts. Where TiketCaribbean incurs costs defending an unwarranted chargeback initiated by an Attendee in bad faith, TiketCaribbean reserves the right to seek reimbursement from that Attendee.

TiketCaribbean employs automated and manual monitoring systems to detect and prevent fraudulent transactions, abusive refund patterns, and manipulation of Platform processes.

14.1 Prohibited Behaviour

The following constitute refund fraud or policy abuse and are strictly prohibited:

• Submitting a refund request knowing the Attendee attended the event.
• Providing false or misleading information in connection with a refund or chargeback claim.
• Initiating a chargeback whilst also receiving a Platform-issued refund for the same transaction.
• Creating multiple accounts or using third-party identities to circumvent refund restrictions.
• Coordinated or organised exploitation of the Platform's refund infrastructure.
• Organiser submission of false cancellation notices to trigger improper payouts or reserve releases.

14.2 Consequences

Notwithstanding any other provision of this Policy, TiketCaribbean reserves the right (but expressly accepts no obligation) to exercise the following discretionary powers in the interest of Platform integrity, consumer trust, and the Caribbean events community:

• To approve or issue a discretionary refund in circumstances not otherwise covered by this Policy where TiketCaribbean determines it to be reasonable and proportionate.
• To override an Organiser's No Refund policy in cases involving suspected Organiser fraud, deliberate event misrepresentation, or regulatory non-compliance.
• To place a temporary hold on Organiser payouts pending resolution of active refund disputes, complaints, or fraud investigations.
• To appoint an internal review process for disputes escalated beyond the standard refund request pathway.
• To waive refund request deadlines in exceptional circumstances at the Company's sole and unreviewable discretion.

The exercise of any discretionary intervention by TiketCaribbean shall not create precedent for future intervention, impose any ongoing obligation on TiketCaribbean, or constitute an admission that TiketCaribbean bears primary liability for the underlying dispute.

16.1 Where Organiser Funds Are Available

Where TiketCaribbean holds funds collected from an event that have not been disbursed to the Organiser, TiketCaribbean may, at its discretion, use those funds to fulfil validated Attendee refund claims before releasing any remaining balance to the Organiser or their account.

16.2 Where Organiser Funds Are Unavailable

Where the Organiser's payout has already been disbursed, where payout funds are insufficient to cover all refund claims, or where TiketCaribbean is unable to recover funds from the Organiser, TiketCaribbean's liability to Attendees is limited to facilitating the refund claim process and assisting Attendees in pursuing their claim against the Organiser through available channels. TiketCaribbean shall have no obligation to fund such refunds from its own resources.

16.3 Organiser Risk Acknowledgement

Attendees acknowledge and accept that purchasing tickets for events involves an inherent risk of Organiser non-performance. TiketCaribbean recommends that Attendees exercise due diligence before purchasing tickets for events of significant value, and consider independent travel or event insurance where available.

17.1 Platform Liability Cap

To the maximum extent permitted by applicable law, TiketCaribbean's total aggregate liability to any Attendee or Organiser in connection with any refund dispute or claim arising under this Policy shall not exceed the total amount actually paid by that Attendee for the relevant ticket(s) for the relevant event, exclusive of Service Fees and third-party payment processing charges.

17.2 Exclusion of Consequential Loss

TiketCaribbean shall not be liable for any indirect, special, incidental, or consequential loss arising from or in connection with a refund decision, including but not limited to: travel and accommodation costs; loss of earnings; costs of alternative entertainment; emotional distress; or reputational damage, regardless of whether such losses were foreseeable.

17.3 Administrative Role

TiketCaribbean's role in refund processing is administrative and intermediary in nature. Any decision made by TiketCaribbean to assist in resolving a dispute does not constitute an assumption of primary liability for the underlying Organiser obligation.

17.4 Consumer Rights Reservation

Nothing in this Policy is intended to limit or exclude any statutory rights that Attendees may have under applicable consumer protection legislation in Trinidad and Tobago, or any other jurisdiction where such rights cannot lawfully be excluded or restricted. Where a conflict exists between this Policy and mandatory consumer protection law, the applicable law shall prevail to the extent of that conflict only.

18.1 Governing Law

This Policy and any dispute arising out of or in connection with it shall be governed by and construed in accordance with the laws of the Republic of Trinidad and Tobago, without regard to its conflict of law principles.

18.2 Jurisdiction

Subject to clause 18.3, the courts of Trinidad and Tobago shall have exclusive jurisdiction to determine any dispute, claim, or matter arising out of or in connection with this Policy.

18.3 UK Consumers

CaribraConnect Technology Ltd is also registered in Scotland. For consumers ordinarily resident in the United Kingdom, TiketCaribbean recognises and complies with applicable UK consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in this Policy is intended to limit or exclude any statutory rights that UK consumers cannot lawfully be deprived of. Where event tickets are sold to UK consumers, the 14-day cancellation right under the Consumer Contracts Regulations does not typically apply, as event tickets are exempt under Schedule 3(l) of those Regulations. However, this Policy provides broader refund rights in specified circumstances. UK consumers who remain dissatisfied after exhausting this Policy's dispute process may also seek assistance from Citizens Advice (citizensadvice.org.uk) or, where applicable, pursue a chargeback with their card issuer.

18.4 Informal Resolution First

Before initiating any formal legal proceedings, all parties agree to first attempt resolution through TiketCaribbean's standard refund and dispute process. TiketCaribbean will use reasonable efforts to respond to and resolve escalated disputes within 21 calendar days of escalation.

18.5 Policy Updates

TiketCaribbean reserves the right to amend this Policy at any time. Changes will be published on the Platform with an updated effective date. Continued use of the Platform after such changes constitutes acceptance of the updated Policy. Where changes are material, TiketCaribbean will endeavour to provide reasonable advance notice to registered users.

For all refund requests, questions about this Policy, or disputes relating to ticket purchases, please contact TiketCaribbean's dedicated support team: