BookYourShow

Refund Policy

Last Updated: December 17, 2024

1. Overview

At BookYourShow, we strive to provide a fair and transparent refund policy. This policy outlines the circumstances under which refunds may be issued for ticket purchases made through our platform.

Please note that BookYourShow acts as an intermediary between customers and event organizers. Refund eligibility is ultimately determined by the event organizer's policies in combination with our platform policies.

2. Event Cancellations by Organizers

If an event is cancelled by the organizer:

  • Full refund: You are entitled to a full refund of the ticket price
  • Service fees: All booking fees and service charges will also be refunded
  • Processing time: Refunds will be processed within 5-10 business days
  • Notification: You will receive an email notification regarding the cancellation and refund
  • Refund method: Refunds will be issued to the original payment method used for purchase

3. Event Postponements or Rescheduling

If an event is postponed or rescheduled:

  • Ticket validity: Your tickets will remain valid for the rescheduled date
  • Refund option: If you cannot attend the new date, you may request a refund
  • Request window: Refund requests must be submitted within 14 days of the rescheduling announcement
  • Approval: Refunds for rescheduled events are subject to organizer approval

4. Customer-Initiated Cancellations

For cancellations initiated by customers:

4.1 Before Payment Completion

If you do not complete payment within 15 minutes of seat selection, your booking will automatically expire and no charges will be made.

4.2 After Payment Completion

Once payment is completed and tickets are issued:

  • Movies: Generally non-refundable unless the screening is cancelled
  • Concerts & Sports: Refunds may be available up to 48 hours before the event (subject to organizer policy)
  • Theater & Other Events: Refund policies vary by organizer and will be displayed at checkout

5. Special Circumstances

Refunds may be considered in the following exceptional circumstances:

  • Duplicate bookings: If you accidentally purchase duplicate tickets
  • Technical errors: If a system error resulted in incorrect booking details
  • Medical emergencies: Documented medical emergencies (supporting documentation required)
  • Force majeure: Natural disasters, pandemics, or other extraordinary events

All special circumstance refund requests are evaluated on a case-by-case basis and require supporting documentation.

6. Non-Refundable Situations

Refunds will NOT be issued in the following cases:

  • Change of mind after ticket purchase
  • Failure to attend the event
  • Arriving late to the event
  • Incorrect booking details due to customer error (wrong date, time, or venue selected)
  • Lost or misplaced tickets (digital tickets can be resent via email)
  • Poor event quality or performance (complaints should be directed to the event organizer)

7. How to Request a Refund

To request a refund:

  1. Contact our support team at avim0002@student.monash.edu or call +61 434 310 130
  2. Include your booking ID (found in your confirmation email)
  3. Provide a clear explanation for your refund request
  4. Attach any supporting documentation if applicable

Our support team will review your request and respond within 2-3 business days.

8. Refund Processing Timeline

Once a refund is approved:

  • BookYourShow processing: 1-2 business days
  • Payment provider (Stripe): 5-10 business days to return funds to your account
  • Bank processing: Additional 2-5 business days depending on your financial institution

Total refund timeline: Approximately 7-15 business days from approval

9. Service Fees

BookYourShow platform service fees:

  • Event cancellation: Service fees are fully refunded
  • Customer cancellation: Service fees are non-refundable unless otherwise stated
  • Partial refunds: Service fees may be deducted from the refund amount

10. Exchanges and Transfers

Ticket exchanges and transfers:

  • Date/time changes: Not currently supported; requires cancellation and rebooking
  • Name changes: Tickets are generally non-transferable unless specified by the organizer
  • Seat changes: Not available after purchase is completed

We are working on implementing ticket transfer features in future platform updates.

11. Disputes

If you disagree with a refund decision:

  • Contact our customer support team to escalate your case
  • Provide additional information or documentation to support your request
  • Allow up to 7 business days for escalated review

For unresolved disputes, you may contact the Australian Competition and Consumer Commission (ACCC) or your state's fair trading office.

12. Consumer Rights

This refund policy does not affect your rights under Australian Consumer Law. You are entitled to:

  • A refund if goods or services are not as described
  • Remedies for faulty services
  • Protection against misleading or deceptive conduct

13. Policy Updates

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated "Last Updated" date. Continued use of our services constitutes acceptance of the updated policy.

14. Contact Information

For refund requests or questions about this policy: