Refund Policy

Last updated: June 2025

How refunds work

Because Tikiberry uses escrow, refunds work differently from traditional e-commerce. Your payment is held securely until the transaction is complete — which means disputes and refunds can be addressed before funds are ever released to the seller.

When you are eligible for a full refund

  • The seller fails to transfer the ticket within a reasonable timeframe.
  • The ticket received is invalid, counterfeit, or not as described.
  • The event is cancelled and the seller does not initiate a refund.
  • The seller transfers a ticket for a different event, date, or seat without agreement.

When refunds are not available

  • The buyer has already confirmed receipt of the ticket.
  • The buyer confirms receipt and then changes their mind.
  • The event is postponed (not cancelled) and the ticket remains valid.
  • The buyer made an error in the purchase and the ticket is as described.

How to request a refund

Do not confirm receipt if there is an issue with your ticket. Instead:

  1. Go to your Deal Room.
  2. Click "Raise a dispute".
  3. Describe the issue and provide any evidence (screenshots, photos).
  4. Our team will investigate and respond within 48 hours.

Refund processing time

Approved refunds are processed within 5–10 business days, depending on your bank and card provider. The Tikiberry platform fee is non-refundable on completed transactions.

Contact

For refund enquiries: disputes@tikiberry.co.za