When you get your money back, and how

1. The short version

• The event is cancelled: you are refunded in full — ticket, add-ons, processing fee and tax — to the way you paid. You do not need to ask.
• The event moves to a new date or venue and you cannot attend: full refund if you ask within the window in our Cancellation & Changes Policy.
• You changed your mind: the organizer's refund terms, shown on the event page before you bought, decide. Where they allow refunds, we process them on request. Where tickets are non-refundable, they are — but you can transfer the ticket to someone else free of charge.
• Something went wrong with the order — a double charge, the wrong ticket type, a problem we caused: contact us and we put it right.

2. How to ask

Email [email protected] from the address on your order, with:

• your order reference — it is on your confirmation email and begins with the event's code,
• which tickets you want refunded, if not all of them,
• the reason.

We confirm within one business day what will be refunded and when. Where an organizer's terms set a deadline (for example "refunds up to 48 hours before doors"), your request must reach us before it.

3. What is refunded

A refund covers the ticket price, any add-ons, the processing fee and the tax on each, for the tickets being refunded.

• Full refund: you receive exactly what you paid.
• Partial refund (for example two of four tickets): we refund those tickets' share of the order, calculated line by line including their share of the tax, and the remaining tickets stay valid.
• Where an organizer's own terms treat the processing fee as non-refundable on a change-of-mind refund, we tell you before processing whether the fee is included.

4. How it is paid

• Card: refunded to the card you paid with, through Stripe. We issue it as soon as it is approved; it typically appears on your statement within 5–10 business days, depending on your bank. If the card has since been cancelled, banks normally redirect the refund to the replacement card or account — contact your bank if it has not arrived after 10 business days.
• Interac e-Transfer: returned by e-Transfer to the account the original transfer came from, within 10 business days of our confirming the refund.
• Cash at the door: refunded in cash at the box office on the day where possible; otherwise by e-Transfer within 10 business days.

We cannot refund to a different person, or to a different payment method than the one used for the order.

5. What happens to the tickets

A full refund cancels every ticket on the order; their codes stop working at the door immediately. A partial refund cancels only the tickets you asked us to refund; the rest remain valid and will admit their holders. If a ticket still shows as valid after you were refunded for it, that is an error — do not use it; tell us.

6. After the event

Refund requests received after an event has taken place are considered where the event was materially not as described, or on the organizer's instruction. "I did not go" is not, by itself, a ground for a refund after the event.

7. What is not covered

• Travel, accommodation, parking or other costs you incur around the event.
• Tickets cancelled under sections 7 or 10 of our Terms of Sale — refused entry, resale above face value, or automated purchasing.
• Donations added at checkout, except where the event is cancelled.

8. Your rights

Nothing in this policy reduces the rights you have under the Ontario Consumer Protection Act, 2002 or any other consumer-protection law that applies to you. If you believe a refund is due and we have said no, write to us and say why; we will look again.

9. Contact

IBQS Inc. operating as Ticketry
2972 Danforth Avenue, East York, Ontario M4C 1M6
[email protected]
Weekdays 9am–6pm Eastern