Need your money back for a ticket? Ask the event's organizer first. It's almost always faster than disputing the charge with your bank, and it keeps your ticket record clean.
Ask the organizer for a refund
Each event is run by its organizer, and refunds are their decision, including whether to give one and how much.
- Find the organizer's contact details in your receipt or ticket email, or on the event page.
- Tell them which event, the name or phone number on the order, and why you're asking.
- If they approve it, the refund goes back to the card or payment method you used.
Can't reach the organizer? Email hello@toktix.com with the event name and the phone number you bought with, and we'll help you get in touch.
What a refund covers
- A refund returns the ticket price. The fees shown at checkout (service fee, payment processing, and any organizer fee) are non-refundable.
- If the organizer cancels the event, they're responsible for refunding the full amount you paid.
- Once a ticket is refunded, it stops working at the door.
The full policy is in the Terms of Service under "Refunds, Disputes, and Taxes".
Disputing a charge with your bank
A dispute (or chargeback) is when you ask your bank or card company to reverse a charge. It's meant for charges you didn't make, or for when a seller won't fix a real problem. Here's what to expect:
- The organizer gets to respond. Your bank sends them the claim, and they can submit evidence like the event's posted terms and whether your ticket was scanned at the door.
- Your bank makes the call, usually over several weeks.
- If the bank sides with you, you keep the money. If you disputed the whole order, its tickets are voided and won't scan at the door.
Didn't recognize the charge? Check your email for a TokTix receipt and look in the Tix tab of the TokTix app. A friend may have bought tickets for you. See Where to find your tickets.
Already disputed, then sorted it out?
If you and the organizer agree on a refund after you've filed a dispute, withdraw the dispute with your bank first. While a dispute is open, the charge can't be refunded directly, so withdrawing lets the organizer send the refund.