1. Event cancelled or rescheduled

If the organiser cancels an event, you are entitled to a full refund of the ticket price and all SuperTickets fees shown at checkout. If an event is rescheduled, your ticket remains valid for the new date; if you cannot attend, you can request a full refund of ticket price and fees.

2. Change of mind

If you can no longer attend an event that is still going ahead as planned, submit a refund request from your ticket. Approval is at the organiser's discretion, because the ticket may already represent inventory the organiser cannot resell close to the event date.

3. How to request a refund

1. Open the order in your Tickets tab and choose "Request refund".
2. Select a reason (event cancelled, cannot attend, duplicate purchase, wrong tickets, or other) and add any details.
3. Our team reviews every request within 48 hours and routes organiser decisions where required.

Prefer the in-app flow so the request stays tied to your order. Requests sent only by email or social media will be redirected to Support so we can locate the order.

4. How refunds are paid

Approved refunds return to the original payment method via Paystack. After approval, card or bank posting typically takes several business days depending on your bank. On staging, TEST refunds appear in the Paystack dashboard rather than a live bank statement.

5. Fees

When a refund is due to event cancellation or rescheduling, the service fee and payment processing fee are refunded in full with the ticket price. For change-of-mind refunds approved by the organiser, the ticket price is refunded; any payment-processing fee already paid to Paystack on the original charge may be non-refundable.

6. Partial orders

If your order contains multiple tickets, you can request a refund for specific tickets where the tier still allows reissue.

7. Non-refundable situations

• You were denied entry for reasons unrelated to the organiser (arriving after gates closed, missing required ID, prohibited items).
• Your QR ticket was scanned by someone else before you arrived (see Terms of Service on ticket sharing).
• You already received a replacement ticket or transfer credit covering the same purchase.

8. Support

If a refund status is unclear after 48 hours, contact Support with your order reference.