Refund Policy

Last updated: 16 February 2026

How Refunds Work on OurTicketGrid

OurTicketGrid is a platform that connects ticket buyers with event organisers. Refund policies are set by each individual event organiser. This page explains how the refund process works at a platform level.

For Ticket Buyers

Requesting a Refund

• Contact the event organiser directly — they are responsible for their own refund policy and for deciding whether to approve your refund.
• The event organiser's contact details should be available on the event page or in your confirmation email.
• If you cannot reach the event organiser, contact us at support@ourticketgrid.com and we will help facilitate communication.

How Refunds Are Processed

• Refunds are processed back to your original payment method (the card you used to purchase).
• Refunds typically take 5-10 business days to appear on your statement, depending on your bank.
• When a refund is issued, your ticket(s) are automatically cancelled and the QR code will no longer work for check-in.
• Free tickets do not require a financial refund — the organiser can simply cancel them.

Event Cancellations

• If an event is cancelled by the organiser, they are responsible for issuing refunds to all ticket holders.
• OurTicketGrid will assist organisers with bulk refund processing where needed.

For Event Organisers

Issuing Refunds

• You can issue full refunds from your OurTicketGrid dashboard: go to Orders, find the order, and click Refund.
• Refunds are processed through Stripe and returned to the customer's original payment method.
• When you refund an order, the tickets are automatically cancelled and the sold count is restored.

Platform Fees on Refunds

• When a refund is issued, the Stripe processing fee is not returned by Stripe (this is standard Stripe policy).
• The OurTicketGrid platform fee is reversed — you are not charged platform fees on refunded orders.

Your Refund Policy

• You are responsible for setting and communicating your own refund policy to ticket buyers.
• We recommend including refund terms in your event description.
• Under UK consumer law, ticket buyers may have statutory refund rights in certain circumstances (e.g. event cancellation, significant changes to the event).

Disputes

If a ticket buyer disputes a charge with their bank (a "chargeback"), Stripe will handle the dispute process. Event organisers are responsible for providing evidence to contest chargebacks where appropriate. OurTicketGrid will provide transaction records to support dispute resolution.

Contact

For refund queries: support@ourticketgrid.com