All the important legal and security stuff, right here.

1. General Refund Policy

• No Refunds, Exchanges, or Cancellations: In adherence to our ticketing terms, no refunds, exchanges, or cancellations are permitted once a booking is made, unless the event is specifically cancelled or postponed by the organizer. Our system is designed to confirm your purchase multiple times before payment to ensure clarity, and we highly recommend reviewing your booking details before finalizing payment. All sales are final, and transactions once completed and confirmed are not exchangeable or refundable under any circumstances.
• Promo Codes and Discounts: We regret that requests for retroactive application of promo codes, rebates, or discounts cannot be accommodated after the checkout process is complete. Please ensure any promotional codes are applied before proceeding to payment.
• Ticket Transfers: While refunds or exchanges for inability to attend are generally not permitted once a transaction is confirmed, some event organizers may permit the transfer of tickets to friends or family, depending on their specific event policy. Please note that generally, all entries are not transferable, refundable, nor deferrable. Changes to the category or other ticket details will not be entertained once participation is confirmed.

2. Event Cancellation or Postponement

• Refund Eligibility: If an event is cancelled or postponed, refunds are generally permitted. However, the Organizer reserves the right to not refund participants who are unable to attend for whatever reason.
• Official Announcements: In the event of a cancellation or postponement, please refer to the official announcement from the event promoter or organizer, for further information and action.
• Refund Procedures & Deadlines: The official notices will advise the correct procedure for requesting a refund and the specific period within which ticket holders can request a refund. Refund requests made after the given period from the date of a notice will not be entertained. Any un-refunded sums in such cases shall be dealt with at TicketCARE's discretion (for events using TicketCARE's default payment solution).
• Organizer's Discretion: The Organizer reserves the right to alter, change, cancel, and/or postpone any event due to circumstances that directly affect or impact the event, which are within or beyond their control.
• Refund Method (if applicable): For eligible refunds, where TicketCARE holds the funds, refunds will be processed via Online Bank Transfer, and the Ticket Buyer may be required to submit a photocopy of NRIC/passport and other valid supporting documents.

3. Refund Amount and Non-Refundable Fees

• Refundable Amount: For eligible refunds, the refundable amount is based on the ticket price only.
• Non-Refundable Fees: The following charges are typically non-refundable:
  • Booking Fee(s): A booking fee applies on each ticket and is non-refundable.
  • Transaction Fee(s): A transaction fee applies per transaction for ticket purchases via the website and is non-refundable.
  • Processing Fee(s): Any processing fees are non-refundable.
  • Sales and Service Tax (SST): SST, if applicable, is non-refundable.
  • Additional Courier Charges: If any additional courier charges were incurred, these are non-refundable.
• Pro-rated Basis: Any refunds made by TicketCARE (for events using TicketCARE's default payment solution) shall only be processed out of sums held by TicketCARE for the organizer, as authorized by a prior written agreement with the organizer. The refund amount may be on a pro-rated basis in accordance with the amount of the said sum held and the price paid for the ticket. TicketCARE shall not be liable to make a refund beyond the pro-rated amount under any circumstances. TicketCARE is under no obligation to make any refund at all in the event the organizer did not pay in advance the said sum to TicketCARE.

4. Payment Process & Confirmation

• Confirmation Email: A confirmation email containing details of your order will be sent to your registered email upon successful purchase. This confirmation email is the only valid proof of confirmed registration.
• Missing Confirmation Email: If you do not receive a confirmation email, please check your "Spam" or "Junk Mail" folder. You may also click on 'Resend Booking Confirmation' on our website or contact TicketCARE support for assistance.
• Failed Booking, Debited Card: In the rare scenario of a failed booking where your credit/debit card has been debited, please contact TicketCARE support immediately. Depending on bank policies, it might take up to 15-30 business days for the reversal to take effect. If the order process fails during payment, TicketCARE will notify you if an error occurred and return the deducted amount within 3 weeks.
• Available Payment Methods: Currently, the available payment method for purchasing tickets is primarily FPX, Visa/MasterCard credit & debit cards, DuitNow QR and E-Wallets. Security measures like Verified by Visa/MasterCard Secure Code (using One-Time Password or OTP) and CVV codes are in place to protect your transactions. We plan to add more payment options in the future.
• Ticket Limits: You are generally allowed to buy up to 10 tickets per transaction, though the maximum number of tickets available can vary from event to event.

5. Role of TicketCARE and Event Organizers in Refunds

• Organizer's Responsibility: The Event Organizer holds the primary responsibility for the organization, staging, and safety of the event. By confirming payment, the participant agrees to abide by the rules and regulations set forth by the Organizer. Any claims by the Registered Parties arising from the event itself shall be directed to the organizer.
• TicketCARE's Role: TicketCARE acts as an online registration portal and facilitator for ticket sales and collection of payments. TicketCARE is not responsible for the organization, staging, and safety of any events. TicketCARE makes no warranty or assurance that its services will be uninterrupted, secure, or error-free, nor does it guarantee the accuracy or completeness of any information provided in connection to the events or on the website. TicketCARE shall not be liable for all or any claims, damages, compensations, liabilities, or costs arising from or in connection with the event. You indemnify TicketCARE for any claims of loss or damage related to credit/debit card transactions over the registration portal.

6. Specific Refund Policy for BYOK (Bring Your Own "Payment Gateway" Key) Events

This section applies to events where the organizer chooses to integrate their own payment gateway ("BYOK") with the TicketCARE platform.

• Custody of Funds: For events utilizing a BYOK payment gateway, TicketCARE does not collect or hold any ticket sales revenue. The funds from ticket purchases are processed directly through, and received by, the Event Organizer's own chosen payment gateway or method. TicketCARE's role is solely to provide the platform for registration and linking to the organizer's external payment processing.
• Organizer's Sole Responsibility for Refunds: Consequently, all aspects of refunds, chargebacks, and related disputes for BYOK events are the sole and direct responsibility of the Event Organizer. TicketCARE will not be responsible or liable in any way for processing or issuing refunds, errors in refund disbursements, or the absence of refunds in connection with BYOK events.
• Organizer's Specific Refund Policy: Event Organizers utilizing a BYOK payment gateway are mandated to clearly communicate their own, distinct refund policy to ticket buyers at the point of sale. This policy should explicitly outline their terms for event cancellations, postponements, and any other circumstances under which refunds may or may not be granted. TicketCARE strongly advises all ticket buyers to thoroughly review the specific refund policy provided by the Event Organizer for BYOK events before finalizing their purchase.
• Direct Communication for Refunds: If a refund is desired for an event processed via a BYOK payment gateway, the ticket buyer must contact the applicable Event Organiser directly to request and facilitate the refund. TicketCARE's support in such instances is limited to platform functionality and technical issues, not financial transactions or refund processing.
• Indemnification: The Event Organizer agrees to indemnify and hold harmless TicketCARE against any and all claims, actions, liabilities, losses, damages, compensations, or costs arising from or in connection with their refund practices or disputes related to transactions made through their BYOK payment gateway.