Refunds

Frequently Asked Questions

What is the refund policy?

Refunds depend on the specific situation. We handle refunds differently based on whether the event was cancelled, postponed, or if there was a delivery issue.

Event Cancellation or Postponement

If an event is officially canceled or postponed, buyers would seek refunds from the official event provider (the primary ticket seller like Ticketmaster, etc.). TrueFanTix facilitates communication but the refund ultimately comes from the original ticket issuer.

Delivery Issues

If tickets fail verification or delivery:

A dispute can be opened by the buyer
The case will be reviewed by our team
If the seller cannot provide valid tickets, a refund will be issued

How do I open a dispute?

If the seller has submitted transfer proof but the tickets were not received or the transfer details look wrong, open the purchase from your Holding page and choose Open dispute. Add a short explanation and any evidence link or transfer details so our team can review it.

What happens during a dispute?

1. Seller payout is paused — No money changes hands until the dispute is resolved.

2. Evidence is reviewed — Both parties can submit documentation to support their case.

3. Admin resolves fairly — An impartial decision is made based on the evidence provided.

Full Policy

All refunds follow the platform's formal Dispute & Refund Policy. For detailed information about refund eligibility and procedures, please review our Terms of Service.

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