Refund policy

This policy explains how a refund request is handled on Ticket-Roogo. The conditions set by each organiser for its event apply in addition.

1. Full refund cases

A full refund applies when the organiser cancels the event. Service fees are then refunded too.

2. Refund request by the buyer

The request is made from "My tickets", with a reason. It is reviewed by the Ticket-Roogo team, which takes into account the organiser's conditions and the date of the request relative to the event. You are informed of the outcome by notification and email.

3. Excluded tickets

• Free tickets are not refundable.
• A ticket already used (scanned) at entry is not refundable.
• A ticket for an event that has already taken place is not refundable.

4. Service fees

Service and gateway fees are refunded only if the organiser cancels the event. Otherwise they remain payable.

5. How refunds are paid

Where the payment gateway allows it, the refund is made automatically to the original payment method. Otherwise, the team processes it manually. Processing usually takes 5 to 10 business days; the time for the money to appear depends on your bank or operator.

6. Amount already paid out

If the sale amount has already been paid out to the organiser, the refund is a direct arrangement between the buyer and the organiser; Ticket-Roogo does not recover it.

7. Service bookings

For a marketplace booking, deposit refund conditions are those of the booking and of the sales terms (marketplace section of the terms of sale), including the possibility of a dispute.