FAQ
Frequently asked questions
For people buying tickets, and for organizers thinking about working with us. If it is not here, email [email protected] and a person will answer.
Buying tickets
- Do I need an account?
- No. Enter your name and email at checkout. Your tickets, and a link to manage them, are emailed to you.
- How long do I have to complete checkout?
- Ten minutes once you select tickets for an event with limited capacity. If the time runs out the tickets are released — just start again.
- Is the price I see the price I pay?
- Yes. Ticket price, add-ons, any processing fee and tax are all shown before you confirm. Nothing is added afterwards.
- What is the processing fee?
- A charge on card payments that recovers the cost of card processing: a percentage of the order plus a few cents, shown as its own line. Where an event offers e-Transfer or cash, those options carry no fee, and checkout shows the totals side by side.
- Can I use a promo code?
- Enter it at checkout. The discount shows on the order before you pay.
- I joined the waitlist. What happens?
- When tickets free up we email you an offer with a deadline. Buy before it expires or the offer passes to the next person.
Your tickets
- Where is my ticket?
- Emailed the moment your order is confirmed. Check your junk folder, then use the link in any email from us — or write to us and we will resend it.
- Do I need to print it?
- No. Show it on your phone. A screenshot of the code works just as well.
- Can I give my ticket to someone else?
- Yes, free of charge. Open your ticket link, choose transfer, and enter their name and email. They receive a fresh code and yours stops working. A ticket that has already been scanned at the door cannot be transferred.
- I bought several tickets. Does everyone need their own?
- Each person needs their own code. They are all in your confirmation, and you can put a name on each one. You can arrive together or separately.
- I made a typo in a name.
- Fix it from your ticket link under rename. No need to contact us.
- How long does my ticket link work?
- 180 days from your order. After that, email us and we will send a fresh one.
Paying
- How can I pay?
- By card for every event. Some events also accept Interac e-Transfer in advance and cash at the door — checkout shows what each event accepts.
- Is my card safe?
- Card details are entered on a form provided by Stripe and go straight to Stripe. Ticketry never sees or stores your card number.
- I paid by e-Transfer. When do I get my ticket?
- When your transfer arrives and is matched to your order — usually within one business day. Put your order reference in the transfer message to speed it up. We email reminders while it is outstanding, and close the order after 14 days if nothing arrives.
- I sent the wrong amount.
- Email us. We hold the order until it is topped up; tickets are not issued against a partial payment. An overpayment is returned.
Refunds and cancellations
- The event was cancelled. What now?
- You are refunded in full to the way you paid — ticket, fee and tax. We email you when it is done. You do not need to ask.
- The event moved to a new date.
- Your ticket is valid for the new date or venue. If you cannot make it, email us within 14 days of our notice for a full refund.
- Can I get a refund if I change my mind?
- That depends on the organizer's refund terms, shown on the event page before you buy. Where refunds are allowed we process them on request. Where tickets are non-refundable, transfer the ticket to someone else instead — it is free.
- How long does a refund take?
- Card: issued right away and on your statement within 5–10 business days. e-Transfer or cash: within 10 business days.
Your information
- What do you do with my details?
- We use them to deliver your tickets, tell you about the event and keep the records tax law requires. The organizer receives the attendee list for their event. We do not sell your information and we use no advertising trackers.
- Will I get marketing email?
- Only if you sign up and confirm. Every marketing email has an unsubscribe link. Order emails — confirmation, tickets, reminders, changes — are sent regardless, because they are about your order.
- Where is my data stored?
- In Canada. Our systems and backups are hosted in Québec. Card payments are processed by Stripe on Stripe's own infrastructure.
For organizers
- Do I need an account?
- No. Ticketry creates and runs the event on your behalf. You deal with a person, not a dashboard.
- What do you charge?
- Nothing from the ticket price. Our revenue is the processing fee on card orders; e-Transfer and cash orders carry none. We agree the fee with you before the event goes on sale.
- When do I get paid?
- On the schedule we agree before sales open. With e-Transfer, the money arrives in the weeks before the event rather than after it.
- What about refunds?
- You set the refund terms. They appear on the event page and at checkout, and we honour them. A cancellation refunds everyone in full.
- Can people pay at the gate?
- For events with no cap on numbers, yes — cash at the gate and e-Transfer in advance both work. For a room with a fixed capacity we sell by card, so two people never buy the same seat.
- Who owns the attendee data?
- It is collected under Ticketry's privacy policy and shared with you for your event. Use it for that event only.
The policies these answers come from
- Terms of Sale — the agreement for every order.
- Refund Policy — when and how you get your money back.
- Cancellation & Changes Policy — what happens when an event is cancelled, postponed or moved.
- Privacy Policy — what we collect and why.
- Cookie Policy — every cookie, listed.
Still have a question?
Email us with your order reference and we will pick it up within a business day.