cuthroat

Draft. This document is not final and is not yet in effect.

Refund Policy

Effective date: [EFFECTIVE DATE]

This page explains refunds for tickets bought through cutthroat, on cutthroat.tickets or on an organiser’s own ticket site that runs on it.

1. The short version

  • You buy your ticket from the organiser of the event, and refunds come from the organiser.
  • If the event is cancelled, you get a full refund, including fees.
  • If the event is postponed, rescheduled or moved, you can ask for a refund.
  • Otherwise, refunds depend on the organiser’s refund policy, which is shown on the event page and at checkout before you pay.

2. Refunds the law guarantees

Whatever an organiser’s own policy says, California law gives you these rights for events held in California:

Cancelled events. If an event is cancelled, the organiser must refund the full price you paid, including all fees, within 30 days of the cancellation. You do not need to ask. If you have not been refunded by then, contact the organiser, and then us.

Postponed, rescheduled or relocated events. If an event is moved to a different date, time or place, you are entitled to a full refund if you ask the organiser for one. Ask promptly. If you would rather go, your ticket stays valid for the new date or place.

3. The organiser’s policy

For everything else (you can no longer go, you changed your mind, you bought the wrong ticket) the organiser’s policy applies. Each organiser sets its own policy for each event. You will find it:

  • on the event page, under “Refunds”;
  • at checkout, next to the pay button; and
  • on your order page, where the organiser offers self-service refunds.

If an organiser has not written a policy for an event, this one applies: “Full refund if the event is cancelled or moved. Otherwise ask the organiser before doors.”

Unless the organiser’s policy says so, a change to the line-up, set times or other details that is not a cancellation, postponement or move does not entitle you to a refund.

4. Events outside California

An event held in another state follows that state’s refund laws as well as the organiser’s policy. If that state gives you a stronger right, you have it.

5. How to get a refund

Refund it yourself, where offered. Some organisers let you refund your own tickets up to a set time before doors. If the event you booked allows it, your order page shows a “Request a refund” section with the deadline. You will see the exact amount before you confirm. You can refund some tickets on an order and keep others.

Otherwise, ask the organiser. Reply to your confirmation email or write to the organiser’s support address, which is on the confirmation email and on your order page. Give your order number.

If the event was cancelled, the organiser refunds orders itself; the self-service button is switched off for cancelled events.

A few things to know:

  • A ticket you have offered to someone else cannot be refunded by you until you withdraw the offer.
  • A ticket you have already transferred is no longer yours to refund. If a refund becomes due on it (for example, the event is cancelled), the refund goes to the original buyer’s payment method, and the organiser arranges it directly.
  • Tickets paid in cash at the door are refunded by the organiser in person.
  • Free tickets have nothing to refund.

6. What you get back, and when

  • When a ticket is refunded in full, you get back everything you paid for it: the ticket price and any fees that were included in your total.
  • The refund goes to the payment method you used. It cannot be sent to a different card or person.
  • It usually appears on your statement within 5 to 10 business days, depending on your bank.
  • You normally get an email confirming the refund. A refunded ticket stops working and will not scan at the door.
  • An organiser may offer a partial refund in some situations. If it does, the email shows the amount.

7. Why cutthroat cannot refund you directly

Your payment went straight to the organiser’s own payment account. cutthroat never received or held it, so we have no ticket money to return. What we do:

  • give every organiser the tools to refund one ticket, one order or a whole event in a few clicks;
  • require every organiser, in its contract with us, to follow its published policy and the law described in section 2; and
  • return our own per-ticket fee to the organiser when an event is cancelled, so nothing stands in the way of a full refund.

8. If you cannot get a refund you are owed

  1. Contact the organiser first, in writing, with your order number.
  2. If you do not hear back within a few days, or you believe the organiser is not following its policy or the law, write to support@cutthroat.tickets. Tell us the order number and what happened. We will raise it with the organiser, and we can pause an organiser’s sales if it is not meeting its refund duties.
  3. You also keep any right you have to dispute the charge with your card issuer. Please give the organiser a chance to fix it first: tickets on an order may be cancelled while a dispute is open.

9. Contact

  • The organiser: the support address on your confirmation email and order page.
  • cutthroat: support@cutthroat.tickets
  • Post: Cutthroat Tickets, Inc., [MAILING ADDRESS]