Effective date: 11 September, 2026
1. The short version
1.1 Tickets bought through TicketMax AI are non-refundable. Please be sure before you buy.
1.2 There are a small number of exceptions, set out below, and they exist to correct errors rather than to allow a change of mind.
2. Change of mind
2.1 If your plans change, if you can no longer attend, or if you simply decide not to go, your ticket is not refundable.
2.2 You may give your ticket to someone else. You may not sell it. Some events require a transfer to be approved first, and where that applies it is shown on the event listing.
3. If an event is cancelled
3.1 Where an event is cancelled, the organizer decides what is offered to ticket holders. That may be a refund, a credit, or entry to an alternative event.
3.2 Any refund is funded by the organizer, not by us. Where we still hold the funds we will process it for you. Where funds have already been released to the organizer, the organizer pays you directly.
3.3 The organizer is responsible for telling ticket holders what is happening and by when.
3.4 Our platform fee is not refunded.
4. If an event is rescheduled or changed
4.1 Where an event moves to a new date, your ticket remains valid for that date. You do not need to do anything.
4.2 If you cannot attend the new date, your ticket is not automatically refundable. Any alternative is at the organizer’s discretion.
4.3 A change of line-up, a change of support act, a delay to the start time, or weather affecting an outdoor event is not by itself a reason for a refund.
5. When we will always put things right
5.1 If you were charged more than once for the same order, we refund the duplicate charge.
5.2 If your payment was taken but no ticket was issued, we either issue the ticket or refund you in full.
5.3 If a ticket was bought using your card without your authority, contact us and we will investigate and cancel the order.
5.4 If an obvious pricing or listing error meant you were charged the wrong amount, we will correct it or cancel and refund the order.
6. Refused entry
6.1 No refund is due where entry is refused or you are removed from an event for behaviour that is unsafe, abusive or unlawful, for breaching the venue’s conditions of entry, or for failing to meet an age or identification requirement stated on the listing.
7. How to ask
7.1 Email tickets@ticketmaxai.com with your order number and what has happened. We answer email at any time and will come back to you.
7.2 Where a refund is agreed, it goes back to the card or account you paid from, normally within 14 business days.
7.3 We cannot refund to a different card or a different person.
8. Where this sits
8.1 This policy forms part of our Terms and Conditions. Where an organizer offers terms more generous than this policy for their own event, those apply to that event.
9. Contact
9.1 Refund and order queries: tickets@ticketmaxai.com
9.2 Anything else: info@ticketmaxai.com