TiketCaribbean Refund and Cancellations Policy

This policy explains who is responsible for refunds and cancellations for the different kinds of event on TiketCaribbean, and what happens when an event is cancelled, moved or changed. It forms part of the Terms of Service. Organisers also agree to it through the Merchant Agreement.

There are three kinds of listing, and the rules are different for each:

• External events: tickets are sold by another website or by the organiser directly (section 2).
• Free events: no money changes hands; we issue a pass (section 3).
• Paid tickets sold through TiketCaribbean: available for events run by organisers whose business we have approved for paid ticketing; sections 4 to 12 apply.

Nothing in this policy limits your rights under consumer law where you live. Where this policy and those rights conflict, the law wins.

Most listings on TiketCaribbean today link to tickets sold elsewhere. When you buy through that link:

• Your contract is with the seller (the ticket agency or the organiser). TiketCaribbean does not receive your payment and does not hold your ticket.
• The seller's refund and cancellation terms apply. Ask them, or the organiser, for a refund, a replacement ticket or information about a cancelled or changed event.
• We cannot issue refunds for tickets we did not sell, and we cannot compel a seller to. If a seller behaves unlawfully we will remove the listing and can help you find the right consumer body to complain to.
• If the seller offered "buyer protection" or you paid by card, your card issuer's chargeback scheme may also help.

Please tell us at support@tiketcaribbean.com if a linked ticket seller has misled you; it helps us keep bad listings off the platform.

• Registering for a free event costs nothing, so there is nothing to refund.
• If the organiser cancels or reschedules, we notify you through the app and by email, and your pass is cancelled or updated.
• You can cancel your own registration from My Tickets so that the place goes to someone else.
• The organiser decides admission at the door. If you are refused entry at a free event, that is between you and the organiser.

• The organiser is the seller. Your ticket contract is with the organiser. The organiser is responsible for the event taking place as advertised.
• TiketCaribbean collects the payment for the organiser. You pay on a page provided by Stripe. The money is received into our Stripe platform account, held for the organiser, and paid to the organiser after the event, less our fees. Because we hold the money until then, we are able to process refunds ourselves for most events.
• Refunds go back to your original payment method through Stripe. We do not refund in cash, to a different card, or by bank transfer.
• Our booking fee is shown as its own line at checkout, on top of the ticket price. Whether it is refunded depends on why the refund is made (section 6).

When an organiser publishes a paid event they set a refund policy that is shown on the event page before you buy. It has three parts:

Each rule can be Full refund, a Partial refund (a stated percentage of the ticket price), Future credit, or No refund. Whatever the rule says, your statutory rights when a service is not provided (section 13) still apply, and where the law entitles you to a refund we will apply the law rather than the rule. Organisers must not make a policy stricter after tickets go on sale, and may always refund more generously than it says.

• Open the ticket in My Tickets and choose Request refund. The amount you are entitled to under the event's policy is calculated and shown before you confirm. You can also email support@tiketcaribbean.com with "Refund request" in the subject line, your order reference, the event name and the reason.
• Refund requests close 24 hours before the event starts. After that, contact the organiser if you can't attend. This does not affect refunds when the organiser cancels the event or refunds your ticket themselves.
• For most events the refund is sent to Stripe straight away. Some organisers choose to approve requests themselves first; if so, your request shows as pending until the organiser decides. Our staff can approve a refund where the organiser is unresponsive, where this policy or the law requires one, or where we have suspended the organiser.
• Stripe returns the money to your original card or bank; how long that takes depends on your bank, typically 5 to 10 working days.
• You can see the status of your request (pending, approved, declined, refunded) in My Tickets.
• An organiser can also refund your ticket, or remove it and refund it, without a request from you (for example, if they can no longer admit you). We treat that as a cancellation of your ticket: you are notified, your ticket stops being valid for entry, and the refund goes back to your original payment method.

Where an organiser reviews requests, we do not promise a decision within a set number of days, because the decision is theirs. If a request has had no answer for 14 days, email us and we will chase it.

Fees

• If the organiser cancels the event, the booking fee is refunded in the same proportion as the ticket price: a full refund returns all of it, a 50% refund half of it.
• If the organiser refunds or removes your ticket on their own initiative, the booking fee is refunded in the same proportion as the ticket price, as it would be if they had cancelled the event.
• If we remove the event, the organiser recorded no policy, or the refund is because of our error, you get back everything you paid, including the booking fee.
• For change-of-mind refunds under the organiser's time bands, and for refunds after a reschedule, the refund is the ticket price (or the stated percentage of it); the booking fee is not refunded, because the booking was made and stood. The exact amount is shown before you confirm the request.
• Any fee you pay is included in the price shown at checkout; nothing is charged separately afterwards.

If an organiser cancels a paid event, here is exactly what happens:

• You are notified in the app and by email.
• A refund is worked out automatically for every active ticket under the organiser-cancellation part of the event's policy (or the weather part, if that is why). You do not need to do anything. If the organiser recorded no policy, or we removed the event because the organiser broke our rules, the refund is the full price you paid, including the booking fee.
• Our staff release the refunds through Stripe. We check the batch rather than firing it automatically, because a mistaken cancellation of a large event would otherwise be irreversible in seconds; in practice this happens within a few working days.
• The money returns to your original payment method, typically 5 to 10 working days after release, depending on your bank.
• If the policy provides a future credit instead of cash, we record what you are owed and the organiser must honour it on a later event; that is a promise from the organiser, not a payment we can make for them.

Where an organiser's ticket money has already been paid out and the organiser will not fund the refunds, we will use any money we still hold for that organiser and pursue the balance from them. We do not guarantee to fund refunds from our own money in that situation, but we will tell you what has happened and how to pursue the organiser and your card issuer.

If an organiser moves a paid event to a new date or venue, or changes something material such as the headline act, we notify you and your ticket stays valid for the new arrangements. You may instead request a refund of the ticket price (not the booking fee) within 14 days of the notification; after that we treat you as having accepted the change. For a new date, request it from My Tickets and it is sent straight away without waiting for the organiser. Requests from My Tickets close 24 hours before the event starts, so make yours before then. For a new venue or other material change, contact us within the same 14 days and we will arrange it. This right covers tickets bought before the change, not tickets bought for the new arrangements. Minor changes (set times, supporting acts, small programme changes) do not give a right to refund.

Organisers must tell us about a reschedule or material change as soon as they know, and no later than 24 hours after deciding, so that we can notify you.

• If you were charged twice for one order, or our platform made an error in your order, tell us within 30 days and we will refund the incorrect charge in full, including fees.
• If the same person submits two separate orders, both are valid purchases and the organiser's refund rule applies to the one you do not want.
• We are not responsible for delays or errors caused by your bank or card issuer, but we will give you the transaction references you need to raise it with them.

• You did not attend, arrived late or left early.
• You changed your mind after the organiser's cut-off or within 24 hours of the event starting, or the organiser's rule is No refund and none of sections 7 to 9 applies.
• You were refused entry for breaking the venue's conditions (age, dress code, behaviour, prohibited items).
• Your ticket was lost, copied or used by someone else after we delivered it to you.
• Weather or travel disruption stopped you attending, unless the event itself was cancelled.

If you ask your bank to reverse a payment, Stripe notifies us and the organiser. Please contact us first: a refund through us is usually faster and does not risk your account. When a chargeback is raised we will give the bank the order records. Chargebacks raised in bad faith (for example after attending, or after receiving a refund) may lead to your account being closed and to the organiser recovering the amount from you. If the bank reverses the payment, the ticket price is taken back from the organiser's settlement for that event, as with a refund; we carry the card network's dispute fee ourselves.

Caribbean events are exposed to hurricane season, power failures, curfews and public-health orders. Every paid event carries a separate weather-cancellation rule, shown before you buy, which may say the organiser will try to reschedule before refunding. If a weather event stops the event taking place and it is not rescheduled, section 7 applies under that rule, and your statutory rights apply on top of it; banking disruption may delay the money. If the event goes ahead but you cannot travel, section 10 applies. Organisers are not excused from refunding for events that did not happen, but our ability to recover money from an organiser may be affected.

United Kingdom. The Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 apply to purchases by UK consumers. The 14-day right to cancel a distance purchase does not apply to leisure activities with a specific date (regulation 28(1)(h)), which includes event tickets; the refund rights in this policy apply instead. If you are unhappy with how we or an organiser have dealt with you, Citizens Advice can help.

Caribbean. Consumer protection laws in the country where the event takes place, such as the Trinidad and Tobago Consumer Protection and Safety Act, the Jamaica Consumer Protection Act and the Barbados Consumer Protection Act, apply to the organiser as seller and, where relevant, to us.

European Union territories. Consumers in Martinique, Guadeloupe and Saint-Martin keep the protections of French consumer law.

• To choose and display a refund rule before selling tickets, and not to make it stricter afterwards.
• To respond to refund requests in the dashboard, and to honour cancellations, reschedules and material-change refunds as this policy requires.
• That we may deduct approved refunds and chargeback amounts from money we hold for them, and recover any shortfall.
• That when they cancel an event, or refund or remove a ticket on their own initiative, or we remove their event for breaking our rules, the booking fee refunded to buyers is recovered from their settlement. Where a refund is because of our error, we bear the booking fee.
• To notify us of cancellations and changes without delay, and not to offer refunds outside the platform in a way that undermines these rules.
• That repeated failure to honour this policy can lead to suspension.

We may refund in situations this policy does not cover, override an organiser's No refund rule where we suspect fraud or misrepresentation, hold an organiser's payout while a dispute is investigated, or accept a late request where there is a good reason. Doing so once does not oblige us to do so again and does not make us the seller of the ticket.

Refund questions: support@tiketcaribbean.com with "Refund request" in the subject line, or the Request refund option in My Tickets. We answer email during UK business hours.

CaribraConnect Technology Ltd, trading as TiketCaribbean. 48 West George Street, Glasgow G2 1BP, United Kingdom. Registered in Scotland (SC889839) and in the Republic of Trinidad and Tobago (C2025101100002).