Refunds and cancellations

Organizer policy comes first

Each organizer is responsible for setting and communicating the refund expectations for their event. Tixer may show or help communicate that policy, but the organizer remains responsible for event delivery, attendee communication, cancellation decisions, and refund decisions unless applicable law requires otherwise.

Cancelled or changed events

If an event is cancelled, materially changed, or postponed without a clear new date, the organizer should communicate promptly with ticket buyers and work with Tixer support and the payment provider to resolve affected orders.

Payment-provider limits

Tixer does not hold organizer funds, so refunds depend on the payment provider, the organizer settlement route, payment status, provider rules, and whether the funds have already settled. Some provider or processing fees may not be refundable.

Duplicate or mistaken charges

If an attendee believes they were charged twice, paid for the wrong order, or paid but did not receive a ticket, they should contact sup@tixer.live with the event name, buyer email, phone number used, and any payment reference they received.

Pilot support process

• Tixer support reviews the order, payment reference, provider status, and ticket issuance state.
• If the order is unpaid or failed, no ticket should be issued manually unless support confirms payment through provider records.
• If a refund is appropriate, the organizer and provider process determines how it is completed.
• If a ticket has been refunded or cancelled, it must not be used for entry.