The template
Your event’s name, your name and your email go where the brackets are. On One Ticket, choose the same policy in your event’s Refunds settings and paste this under it: buyers see it under the option you chose before they pay.
Refund policy for [Event name]
This policy covers tickets to [Event name], run by [Organiser name].
Refunds case by caseIf you can’t come, ask for a refund from your ticket and tell us why. We look at every request and answer within 3 days, or by the day before the event if that’s sooner. If we don’t answer in time, One Ticket’s support team takes it up.
If the event changesIf we change the date, start time or place after you’ve booked, you can refund your order in full, booking fee included, from your ticket until the event starts.
If we cancelIf we cancel the event, we’ll refund every order in full, booking fee included.
How refunds are paidRefunds go back to the card you paid with, usually within 5 to 10 business days. When we refund an order ourselves, the booking fee comes back too. If you paid at the door, ask us.
Good to knowIf your dog is unwell on the day, please keep them home and ask for a refund from your ticket.
Your rightsNothing in this policy takes away your rights under the Australian Consumer Law.
QuestionsEmail us at [your email].
Why this policy suits a yappy hour
Dogs get sick at short notice, and nobody wants an unwell dog at the event. Case by case lets you say yes to those requests without opening refunds to every change of plans.
What every policy includes
- A change means a full refund. If you change the date, start time or place after people have booked, each of them can refund in full from their ticket, booking fee included, until it starts, whatever your policy says.
- Your refunds include the booking fee. When you refund an order from Orders, the whole amount goes back to the card, booking fee included. A buyer’s own refund under your policy returns the ticket price, and the booking fee stays.
- Cancelling doesn’t refund by itself. If you cancel, refund each order from Orders.
- New organisers’ money waits. Until your first paid event has gone cleanly, ticket money is paid out two days after each event, and an open refund request holds it for longer.
- Buyers see it first. The policy you choose in the event’s settings is shown on the event page and at checkout before anyone pays, with your own written policy under it when you paste one in.
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Common questions
- Can I ask about vaccinations before people book?
- Yes: add a required question at checkout, and check at the gate. The answers sit on your orders and in the attendee export.
- Is the booking fee refunded?
- When a buyer refunds themselves under your policy, the ticket price comes back and the booking fee stays. When you refund an order, or when you’ve changed the date, start time or place, the booking fee is refunded too.
- Do I have to refund if I cancel the yappy hour?
- Generally, yes: under the Australian Consumer Law people are entitled to their money back if you cancel, whatever your policy says. On One Ticket, refund each order from Orders; your refund returns the booking fee too.