Refund and Cancellation Policy

1. Definitions

In this policy:

• "Order" means a purchase of one or more tickets or collectibles that we have confirmed to you in writing and for which payment has cleared;
• "Total price" means the full amount you paid for an order, including the ticket or item price, any fees and service charges we disclosed, and applicable taxes, but not optional extras you chose separately such as expedited shipping or insurance, unless the law requires them to be included;
• "Event organizer" means the promoter, team, league, venue, performer, or other party responsible for staging an event;
• "Primary seller" means the party that first sold the ticket to the public, such as the venue box office or an official primary ticketing platform;
• "Cancelled" means an event that will not take place at all and has no rescheduled date announced by the event organizer;
• "Postponed" or "rescheduled" means an event moved to a later date or time, and "relocated" means an event moved to a different venue.

2. General rule

Because tickets and collectibles are time sensitive, limited in supply, and priced by the live market, all sales are final once an order is confirmed. You may not cancel an order for a change of mind once it is confirmed.

Refunds, credits, or replacements are available only in the situations set out in this policy, where we expressly agree in writing, or where applicable law requires them. If a situation is not described in this policy, please contact us and we will review it in good faith, but we are not obligated to provide a refund unless the law requires one.

3. Before you buy

Before you pay for any order, we will confirm in writing the event or item, the date, time, and venue of any event, the section, row, and seat or seating area where available, any known restrictions such as age limits, obstructed views, or mobile only delivery, and the total price with an itemized list of any fees, service charges, and taxes.

Please read this confirmation carefully. If anything is incorrect, tell us before you pay. By completing payment, you confirm that the details are what you intended to buy.

4. Events in Ontario

For tickets to events held in Ontario, we follow the Ticket Sales Act, 2017 and its regulations as amended from time to time. You are entitled to a full refund of the total price you paid if:

• the event is cancelled before the ticket can be used;
• the ticket does not grant you admission to the event for which it was issued, unless this is caused by an action of the primary seller or venue after the ticket was sold to you;
• the ticket is counterfeit; or
• the ticket does not match its description as advertised or represented to you, including the event, date, location, or seating area.

This guarantee is given to you in writing through this policy and the confirmation of every Ontario order. Where the Ticket Sales Act, 2017 gives you broader rights than this section, those rights apply.

5. Events outside Ontario

For events held outside Ontario, consumer protection laws vary by province, state, and country. Where the law of the place where you live or where the event takes place requires a refund, you will receive the refund that law requires.

Where no law requires a refund and an event is cancelled with no rescheduled date, we will seek a refund from our own supplier for your order. Any refund to you is limited to what we actually recover for that order. We will tell you what we recover and pass it on to you within the timeframes in this policy. We are not obligated to refund amounts we cannot recover from our supplier.

Even where no refund is required, if your ticket is counterfeit or does not match its description, we will, at our option, provide comparable or better tickets or refund the amount you paid for the affected tickets.

6. Postponed, rescheduled, or relocated events

If an event is postponed, rescheduled, or relocated, your tickets normally remain valid for the new date, time, or venue, and no refund is due, unless the law, the event organizer, or the primary seller requires or offers one.

Where an event organizer or primary seller offers refunds for a postponed or relocated event, we will tell you how the offer applies to tickets bought from us and pass on any refund we are able to obtain for your order.

If you cannot attend the new date, contact us. We may be able to help you relist the tickets for sale, but we cannot guarantee that they will sell or the price they will sell for, and any resale is subject to the law, including the resale price limits for Ontario events.

7. Partial performances and changes to the event

We do not control the content of any event. A change of performer, supporting act, program, set list, running time, lineup, or opponent, a shortened or delayed event, a game played in poor weather, or a change of seating layout by the venue does not entitle you to a refund from us, unless the event organizer treats the event as cancelled or the law requires a refund.

If an event is stopped partway through and the event organizer offers refunds, we will pass on any refund we are able to obtain for your order.

8. Our delivery guarantee

If tickets we confirmed to you are not delivered in time for you to use them for the event, we will, at our option, provide comparable or better tickets for the same event, or refund the total price you paid for the affected tickets.

"Comparable" means tickets in the same or a better seating area, as reasonably determined by us, taking into account the section, level, and view. If you decline comparable or better replacement tickets that we offer before the event, we will refund the total price for the affected tickets instead.

This guarantee does not apply where delivery fails because:

• you gave us an incorrect email address, phone number, account name, or delivery address;
• you did not accept a ticket transfer, did not create or sign in to the account needed to receive it, or did not respond to our messages in time;
• you are not able to access the tickets because of your own device, account, or connection;
• the event organizer, venue, or primary seller changed its delivery method or entry rules after the sale; or
• you asked us to change the delivery details after the order was confirmed and we could not complete the change in time.

9. Entry problems at the venue

If you are refused entry with a ticket bought from us, please ask venue staff for the reason in writing, or take a photo of any message shown by the scanner, and contact us immediately, ideally while you are still at the venue.

If a ticket fails to grant admission for a reason covered by this policy, we will try to resolve it in real time where possible, including by supplying replacement tickets. If we cannot resolve it, you will receive the refund described in this policy.

We are not responsible for entry being refused because of your own conduct, intoxication, identification that does not match the name on the ticket where the venue requires it, a prohibited item, arriving after the doors have closed, age restrictions you were told about, or other venue rules that apply to all ticket holders.

10. What is not refundable

Unless the law requires otherwise, no refund, credit, or replacement is due for:

• a change of mind, a change of plans, a scheduling conflict, illness, injury, or a family emergency;
• travel disruption, including cancelled or delayed flights, trains, or road closures;
• weather, unless the event itself is cancelled;
• a duplicate order placed by you, unless you tell us before the tickets are delivered and we are able to cancel it;
• seats that are not together where we did not state that they would be;
• your opinion of the view, sound, or experience from a seating area that matched its description;
• travel, accommodation, parking, food, merchandise, or any other cost incurred around an event.

We recommend that you consider travel or event insurance from a third party provider if you want protection against these risks.

11. Fees, taxes, and shipping

Where you are entitled to a full refund under the section on events in Ontario, the refund includes the total price you paid, including fees, service charges, and taxes.

In other cases, unless the law requires otherwise, refunds do not include optional extras you chose, such as expedited or insured shipping, or fees charged by your bank or card issuer, such as foreign exchange or cash advance fees.

12. How to request a refund

To request a refund, email support@zyxevents.com with the subject line "Refund request" and include:

• your full name and the email address used for the order;
• the event or item, date, and order details;
• the reason for your request; and
• any supporting evidence, such as screenshots, messages from the venue or event organizer, or photos.

For a ticket that did not grant admission, please contact us as soon as possible and no later than 7 days after the event. For a cancelled event, you do not need to do anything until we contact you, but you may contact us at any time. For all other requests, please contact us within 14 days of the reason for the request arising.

We will acknowledge your request promptly and let you know the outcome, or what further information we need, as soon as we reasonably can.

13. How and when refunds are paid

Approved refunds are paid to the original payment method. If that is not possible, for example because the card has expired or been closed, we will contact you to agree another method, and we may ask you to verify your identity first.

Refunds required by law are issued within the time the law requires. Other approved refunds are issued as soon as reasonably possible after approval. For cancelled events outside Ontario, refunds are issued promptly after we receive funds back from our supplier.

Once issued, a refund may take several additional business days to appear on your statement, depending on your bank or card issuer.

Before a refund is issued, we may require that any tickets are returned, transferred back, or cancelled, and that any unused tickets are not used or resold.

14. Credits instead of refunds

We may offer you a credit toward a future order instead of a refund. Accepting a credit is always your choice, except where the law allows credits to be issued in place of a refund. Any credit will be confirmed to you in writing with its value and any expiry date, and will not expire sooner than the law allows.

15. Chargebacks and payment disputes

If you have a problem with an order, please contact us first. Most issues can be resolved faster than a card dispute.

If you open a chargeback or payment dispute for an order that we fulfilled as confirmed, we may provide the payment provider with records of your order, communications, delivery, and ticket use, cancel or suspend any undelivered or unused tickets from that order, and decline future orders. Where a dispute is decided in our favour, we may recover the disputed amount and any reasonable costs of the dispute to the extent the law allows.

16. Fraud and misuse

We may refuse a refund, or reverse a refund already issued, where we reasonably believe that a request is fraudulent, that tickets were used, transferred, or resold before or after a refund was requested, or that the request is otherwise made in bad faith. We may also report fraud to the payment provider and the authorities.

17. Complaints

If you are not satisfied with how we handled your request, please reply to our response and ask for it to be reviewed. A different member of our team will review it and respond as soon as reasonably possible.

You also have the right to contact Consumer Protection Ontario or the consumer protection office in your province or territory.

18. Changes to this policy

We may update this policy from time to time. The version in effect on the date your order was confirmed applies to that order. Material changes will be posted on this page with a new updated date.

19. Contact

Questions about this policy can be sent to support@zyxevents.com.