Refunds & support

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Last updated 19 September 2026

1. Refund windows and fees 2. How to request a refund 3. When the money arrives 4. Exchanges and transfers 5. Cancelled or postponed shows 6. When we cannot refund 7. Common questions 8. Contact us

1. Refund windows and fees

The fee depends on how long before the performance you ask. The service fee (4% of the order) is not refundable at any stage.

When you ask	Fee	You get back
8 or more days before	No fee	The full ticket price
4 – 7 days before	10% of the ticket	90% of the ticket price
1 – 3 days before	20% of the ticket	80% of the ticket price
On the day, or after	Not refundable	Nothing — the ticket is treated as used

Some promoters set stricter rules for particular performances (for example, no refunds after a fixed date). Where they do, that rule is shown on the event page and in your order, and it overrides the table above.

2. How to request a refund

Request

Open My tickets › Orders, tap Request refund, pick a reason

Automatic check

We compare the request against the timing and any promoter rules

Review

Standard requests clear instantly; promoter-specific ones take 1–2 working days

Money back

Returned to the original payment method — we cannot send it elsewhere

If an order holds several tickets you can refund part of it, as long as at least one ticket remains. To return them all, submit the whole order at once.

3. When the money arrives

Paid with	Typical time	Notes
Credit or debit card	3 – 10 working days	Depends on your bank; cross-border cards can take longer
PayPal	1 – 5 working days	Back to your PayPal balance or the linked card

We submit the refund instruction within 24 hours of approval. If it has not arrived after the window above, contact us with your order number and we will send you the refund receipt to give your bank.

4. Exchanges and transfers

Exchange — between performances of the same show and promoter, once per order, up to 7 days before. No fee; you pay or receive the price difference. Exchanges between different shows are not possible.
Transfer — for named tickets, change the attendee name in your order up to 48 hours before, once per order. Unnamed tickets can simply be passed on as a QR code.
No resale above face value — we cancel orders found being resold at a markup, without refund.

5. Cancelled or postponed shows

If the promoter cancels, postpones or materially changes a show (a different headliner, a different city):

Cancelled — full refund including the service fee, returned automatically. You do not need to ask.
Postponed — your ticket stays valid for the new date. If you cannot make it, you have 7 days from the announcement to refund in full with no fee.
Force majeure — cancellations caused by natural disaster, public health measures or government order are treated as "cancelled" above.

6. When we cannot refund

The performance has started, or the ticket has already been scanned.
You arrived late, went to the wrong venue, or did not bring required ID.
Merchandise orders that have already shipped.
Tickets marked final sale or non-refundable — always flagged before you pay.
Entry refused or ejection for breaking venue rules.

7. Common questions

Why is the service fee not refunded?

It covers ticketing, payment processing and support, and is incurred the moment the order is placed. The one exception is a cancelled or postponed show, where it is returned in full.

I booked the wrong date. Can I get my money back?

Yes, under the fee table above. If both dates belong to the same show, an exchange is usually better — free if you ask 7 or more days ahead.

Can the refund go to a different card?

No. Anti-money-laundering rules require refunds to return by the original route. If that card is closed, your bank will normally move the money to another account in your name.

I accidentally ordered twice.

Duplicate orders for the same performance and tier placed within 10 minutes on one account can be refunded with no fee, as long as you ask at least 24 hours before the show.

My QR code was leaked. What now?

Tap Reset ticket code in your order — the old QR stops working immediately. If someone has already used it to get in, contact us with your order number and we will check with the venue.

Can I get an invoice?

Yes, within 30 days of the performance, from your order page. It covers the ticket price plus the service fee. Invoices for overseas shows are issued by the local promoter and can take another 5–10 working days.

8. Contact us

Channel	Where	Hours
Live chat	Bottom-right of any page	Daily, 09:00 – 22:00 SGT
Email	support@tickyo.com	Always open, replies within 1 working day

On show day, use live chat — it is staffed until the performance ends and answers faster than email.