Refund Policy

 

1. Purpose of this Refund Policy

This Refund Policy explains when refunds may be available for bookings made through Gigstarters and how refund requests are handled.

It should be read together with the Supporter Terms of Service, Booking Policy and any other applicable platform policies.

By making a booking through Gigstarters, supporters acknowledge and agree to this Refund Policy.

2. General Refund Principle

Gigstarters operates a demand-validation ticketing model that allows supporters to help determine whether events proceed.

As a general principle:

  • Campaign bookings that do not confirm are not charged and therefore do not require refunds.
  • Once payment has been successfully collected for a confirmed booking, the booking becomes a completed purchase.
  • Completed purchases are generally non-refundable except where expressly provided under this Refund Policy, applicable law or an organiser-approved refund.

A supporter’s inability or failure to attend an event does not entitle the supporter to a refund unless otherwise required by applicable law or expressly approved by the organiser.

Supporters should carefully review event details before making a booking or purchase.

A change of mind, scheduling conflict, personal circumstances, travel issues, inability to attend or similar reasons do not automatically create a right to a refund.

3. Campaigns That Do Not Confirm

If a campaign does not achieve its required ticket goal by the end of the campaign period:

  • The event will not confirm.
  • Payment will not be collected.
  • Associated add-ons will automatically lapse.
  • Supporters will be notified that the campaign did not proceed.

Because no payment is collected, no refund is required.

Supporters will not be charged for unsuccessful campaigns.

4. Organiser-Issued Refunds

Organisers may choose to offer refunds at their own discretion and subject to their own event policies.

Where available, Gigstarters may facilitate organiser-approved refunds through the platform.

Supporters acknowledge that:

  • Refund decisions made by organisers are the responsibility of the organiser.
  • Gigstarters does not control organiser refund decisions.
  • Gigstarters is not obligated to override organiser decisions.
  • Organiser-issued refunds do not create an entitlement to future refunds for similar situations.

Unless otherwise required by applicable law, booking fees, platform fees and other non-refundable charges may not be returned when an organiser issues a refund.

5. Event Cancellations

Where an organiser cancels a confirmed event, supporters may be eligible for a refund in accordance with this Refund Policy.

Refund eligibility will be assessed based on the circumstances of the cancellation, applicable laws and any actions taken by the organiser.

Refund eligibility following an event cancellation will depend on the circumstances of the cancellation, any actions taken by the organiser, the terms applicable to the booking and any obligations imposed by applicable law.

Where a refund is approved following an event cancellation:

  • Ticket amounts may be refunded.
  • Eligible add-ons attached to the cancelled booking may be refunded.
  • Booking fees are generally non-refundable.
  • Processing fees or other non-recoverable costs may be deducted where disclosed and permitted by law.

Gigstarters is not responsible for losses arising from events cancelled, postponed, modified or impacted by circumstances beyond the reasonable control of Gigstarters or the organiser.

Gigstarters reserves the right to determine the appropriate refund process for cancelled events.

Submission of a refund request does not guarantee approval.

Refunds, where approved, are limited to amounts paid through the Gigstarters platform. Gigstarters is not responsible for any indirect expenses, incidental costs or consequential losses incurred by supporters, including but not limited to travel expenses, accommodation costs, transportation costs, parking fees, meals, childcare expenses, loss of income, loss of opportunity or other related costs.

6. Material Event Changes

Events may evolve after publication and organisers may occasionally make updates to event details.

Not all event changes give rise to refund rights.

Examples of changes that generally do not create an automatic right to a refund include:

  • Minor scheduling adjustments;
  • Running order changes;
  • Supporting act changes;
  • Operational updates;
  • Venue adjustments within the same general type or area; or
  • Other reasonable event management decisions.

However, Gigstarters may review certain significant changes that substantially alter the core event experience originally promoted to supporters.

Examples may include:

  • Removal of a major advertised headline performer, speaker or attraction without a reasonably comparable replacement;
  • Significant changes to the fundamental nature or purpose of the event;
  • Material misrepresentation of the event being delivered; or
  • Other substantial changes that fundamentally alter the experience purchased.

Whether a particular change constitutes a material event change will be determined by Gigstarters in its sole discretion, taking into account the specific circumstances of the event.

A finding that a material event change has occurred does not automatically guarantee a refund.

Gigstarters does not guarantee the quality, suitability, enjoyment, commercial value, outcome or success of any event. Personal dissatisfaction, subjective disappointment or failure of an event to meet individual expectations does not create a right to a refund.

7. Gigstarters Refund Reviews

In exceptional circumstances, Gigstarters may independently review refund requests relating to events listed on the platform.

Examples may include:

  • Event cancellations;
  • Serious organiser misconduct;
  • Failure to deliver an event;
  • Material event changes;
  • Material misrepresentation; or
  • Other circumstances where intervention is reasonably necessary to protect supporters or maintain platform integrity.

Supporters may be required to provide information, evidence or supporting documentation as part of the review process.

Gigstarters reserves the right to:

  • Approve a refund;
  • Decline a refund;
  • Request further information;
  • Refer the matter to the organiser; or
  • Take any other action reasonably necessary to investigate the matter.

Refund reviews are conducted on a case-by-case basis.

Nothing in this Refund Policy creates an obligation for Gigstarters to issue refunds outside situations expressly covered by this Policy or required by applicable law.

Gigstarters facilitates event discovery, booking and payment processing but is not the organiser of listed events unless expressly stated otherwise. Except where required by applicable law, Gigstarters does not guarantee organiser performance and is not an insurer, guarantor or financial underwriter of events listed on the platform. Nothing in this Refund Policy creates an obligation for Gigstarters to compensate supporters for losses arising from an organiser’s actions, omissions or inability to fulfil an event.

8. Add-Ons & Partial Refunds

Add-ons purchased through Gigstarters are linked to the booking with which they were purchased.

Unless expressly stated otherwise:

  • Add-ons cannot be refunded independently of the associated booking.
  • Add-ons cannot be cancelled separately from the associated booking.
  • Add-ons cannot be exchanged for cash, credit or alternative products.
  • Add-ons cannot be transferred to another event, product or service unless expressly permitted by the organiser.

Where a refund is approved, Gigstarters or the organiser may determine whether the refund applies to the entire booking or only to eligible portions of the booking.

Certain add-ons may be non-refundable by nature, including where fulfilment, preparation, allocation or procurement has already occurred.

Examples may include:

  • Merchandise
  • Food and beverage packages
  • Hospitality products
  • Personalised or customised items
  • Physical goods
  • Time-specific upgrades or experiences
  • Other organiser-incurred costs associated with delivering the add-on

Where an organiser has already incurred costs, reserved inventory, prepared products or otherwise fulfilled obligations relating to an add-on, Gigstarters and the organiser reserve the right to refuse a refund request for that add-on, regardless of whether a ticket refund is approved.

Any refund of an add-on is granted solely at the discretion of Gigstarters and/or the organiser, except where otherwise required by applicable law.

Where a refund is approved:

  • Booking fees associated with the add-on are non-refundable.
  • Payment processing fees, transaction costs, currency conversion costs or other third-party charges may be deducted from the refund amount.

Gigstarters or the organiser may determine whether a refund applies to:

  • The entire booking;
  • The ticket only;
  • Specific eligible portions of the booking; or
  • No portion of the add-on purchase.

Gigstarters reserves the right to refuse partial refund requests where the booking structure, event configuration or operational requirements make partial refunds impractical or inappropriate.

Nothing in this section obligates Gigstarters or an organiser to offer partial refunds.

9. Booking Fees

Booking fees help support the operation of the Gigstarters platform and the services required to facilitate bookings, payments, ticket delivery, supporter communications and event administration.

Unless otherwise required by applicable law:

  • Booking fees are non-refundable.
  • Booking fees are retained even where a booking is refunded.
  • Booking fees are retained even where an event is cancelled.
  • Booking fees are retained even where a refund is issued as an exception under this Refund Policy.

Booking fees are charged separately from ticket prices and are disclosed during the booking process.

10. Refund Processing Fees

Certain refunds may be subject to processing fees, payment provider costs, foreign transaction costs or other non-recoverable charges incurred in connection with the original transaction or refund process.

Where permitted by applicable law, Gigstarters reserves the right to deduct reasonable processing costs from refunds before funds are returned to supporters.

Such deductions may apply to:

  • High-value transactions;
  • International transactions;
  • Transactions involving foreign payment methods;
  • Transactions involving non-recoverable payment processing fees; or
  • Other situations where refund processing results in unrecoverable costs.

Any applicable deductions will be determined by Gigstarters acting reasonably and in accordance with applicable law.

11. Refund Request Procedure

Where supporters believe they may be entitled to a refund, they should first review the organiser’s stated refund terms and event information.

Where the organiser is handling refund requests, supporters should contact the organiser directly using the available communication channels.

Where a supporter believes a matter requires Gigstarters review, the supporter may submit a refund request through the designated support channels.

Gigstarters may require:

  • Booking details;
  • Supporting documentation;
  • Screenshots;
  • Communications with the organiser;
  • Proof of payment; or
  • Other information reasonably required to assess the request.

Incomplete requests may be delayed or declined.

Supporters must cooperate reasonably with any refund review or investigation. Failure to provide requested information, documentation or clarification within a reasonable period may result in the refund request being closed, suspended or declined. Gigstarters reserves the right to discontinue investigations where supporters fail to engage meaningfully with the review process.

Gigstarters reserves the right to discontinue or close any refund review or investigation where supporters fail to engage meaningfully with the review process, fail to respond within a reasonable period, or otherwise prevent the matter from being reasonably assessed.

Submission of a refund request does not guarantee approval.

Refund requests should be submitted as soon as reasonably possible after the event, cancellation or issue giving rise to the request. Gigstarters reserves the right to reject refund requests submitted after an unreasonable delay where investigation, verification or resolution is no longer reasonably practicable.

12. Refund Timelines

Where a refund is approved, Gigstarters or the organiser will initiate the refund through the applicable payment provider.

Refund processing times may vary depending on:

  • Payment method;
  • Card issuer;
  • Financial institution;
  • Payment provider;
  • Geographic location; and
  • Other factors outside Gigstarters’ control.

While refunds are typically initiated within a reasonable period after approval, Gigstarters does not guarantee specific processing timeframes.

Supporters acknowledge that payment providers, card issuers and financial institutions ultimately control when refunded funds appear in an account.

Gigstarters is not responsible for delays caused by third-party payment providers or financial institutions.

Refunds will generally be processed in the same currency as the original transaction. Gigstarters is not responsible for exchange-rate fluctuations, foreign bank charges, currency conversion differences or other fees imposed by payment providers or financial institutions.

13. Refund Method

Approved refunds will generally be returned to the original payment method used for the booking.

Gigstarters is not obligated to:

  • Issue refunds to a different payment method;
  • Transfer refunds to another person;
  • Provide cash refunds;
  • Provide refunds via bank transfer; or
  • Provide refunds through alternative payment channels.

Where the original payment method is unavailable, supporters may be required to provide additional information or cooperate with reasonable verification procedures before alternative arrangements are considered.

Gigstarters reserves the right to determine the appropriate refund method in exceptional circumstances.

Ticket buyers are responsible for maintaining the security of their tickets, ticket links, QR codes and ticket IDs. Where a ticket buyer chooses to share access to a ticket with another person, the supporter assumes responsibility for that decision. Gigstarters is not responsible for unauthorised use, misuse, duplication or loss of access arising from a ticket buyer’s sharing of ticket information.

14. Chargebacks and Payment Disputes

Supporters are encouraged to contact the organiser or Gigstarters before initiating a chargeback, payment dispute or payment reversal through their financial institution or payment provider.

Where a supporter initiates a chargeback, payment dispute or payment reversal:

  • Gigstarters may suspend review of any ongoing refund request;
  • Gigstarters reserves the right to consolidate, pause, suspend or decline duplicate refund reviews where substantially the same matter is simultaneously being considered by organisers, payment providers, financial institutions, card issuers or other dispute resolution channels.
  • Gigstarters may request additional information from the supporter;
  • Gigstarters may provide booking records, attendance records, communications and transaction information to payment providers for dispute resolution purposes; and
  • Gigstarters may take any other action reasonably necessary to protect its interests, the organiser’s interests or the integrity of the platform.
  • Gigstarters may rely on booking records, ticket issuance records, QR-code scans, redemption records, check-in activity, account activity logs and other platform records when assessing refund requests, payment disputes or chargebacks. Such records may be treated as evidence that a ticket was issued, accessed, redeemed or used.

Where a chargeback, payment dispute or payment reversal is resolved against the supporter, the supporter remains responsible for any outstanding amounts owed in connection with the booking.

Nothing in this Policy prevents Gigstarters or organisers from contesting chargebacks or payment disputes where appropriate.

Any chargeback fees, dispute fees, administrative costs or other amounts incurred by Gigstarters as a result of a chargeback initiated by a supporter may be recovered from the organiser where the chargeback relates to the organiser’s event, subject to the Organiser Terms of Service and Organiser Policies.

15. Fraudulent, Abusive or Duplicate Refund Requests

Gigstarters reserves the right to refuse, limit or investigate refund requests that appear to be:

  • Fraudulent;
  • Misleading;
  • Duplicative;
  • Abusive;
  • Excessive; or
  • Submitted in bad faith.

Examples may include:

  • Multiple refund requests relating to the same booking;
  • Refund requests submitted after attendance at an event;
  • Attempts to obtain both a refund and a chargeback for the same transaction;
  • False claims relating to event attendance, ticket usage or payment activity; or
  • Attempts to misuse platform processes for financial gain.

Where Gigstarters reasonably believes that abuse, fraud or misuse has occurred, Gigstarters may take additional action, including:

  • Rejecting refund requests;
  • Suspending accounts;
  • Restricting platform access;
  • Cancelling bookings; or
  • Referring matters to payment providers, law enforcement agencies or other relevant authorities where appropriate.

Where a refund has already been issued, whether by the organiser, Gigstarters, a payment provider or a financial institution, supporters are not entitled to recover the same amount more than once. Gigstarters reserves the right to recover, offset or reverse duplicate refunds issued in error.

16. Final Decision and Discretion

Gigstarters reserves the right to make final determinations regarding refund eligibility under this Refund Policy.

In assessing refund requests, Gigstarters may consider:

  • Information provided by supporters;
  • Information provided by organisers;
  • Booking records;
  • Attendance records;
  • Payment records;
  • Communications relating to the event;
  • Applicable laws and regulations; and
  • Any other information reasonably relevant to the matter.

Refund decisions are made on a case-by-case basis.

A decision made in one situation does not create an obligation to provide the same outcome in future situations.

Gigstarters reserves the right to grant, deny, limit or condition refunds where permitted by applicable law.

Gigstarters may exercise reasonable judgment when interpreting and applying this Refund Policy and reserves the right to administer this Policy in a manner consistent with its purpose, the integrity of the platform, the legitimate interests of affected parties and applicable laws.

Nothing in this Refund Policy limits any rights that cannot be excluded under applicable law.