How do I refund a Ticket?

How do I refund a ticket?

We are sorry to hear that you would like to refund your ticket. We would love to know more about what has led you to decide that this is the best course of action. In the meantime, here is a quick guide on how to refund your ticket and a brief outline of the Gighabit refund policy.

How to refund your booking

To refund your ticket the first thing you will need to do is navigate to the My Bookings Tab. This is found by either hovering over or clicking on the small black arrow next to your name in the top right-hand corner of your screen. Once you have clicked this arrow you will have the option to either check your bookings or sign out. Of course, you will need to click Bookings. Once you are on the bookings tab you will be able to see a list of either your current bookings (events that have not yet happened) or past bookings, bookings for shows that have already finished. 

Clicking on a booking you will see the booking reference, ticket type, event location, and other event details on the ticket tab. On the receipt tab, you will see the receipt for your order, and at the bottom of the receipt will be a button to enact a refund. Once you have clicked this button you will be prompted to provide a reason for refunding your ticket. You can also include a written explanation to provide further supporting evidence for why you are requesting a refund. If we believe your request for a refund is valid, we will accept the refund. 

When does Gighabit Allow refunds? 

Gighabit allows refunds up until the point doors open. We do not generally allow refunds retrospectively as that goes against our terms of service. Furthermore, we only give refunds in communication with the event organisers. It is not our money that you are requesting to be refunded, it is the event organisers. We do, however, make exceptions at our discretion. The full Gighabit refund policy can be found on our homepage. If you have any questions you can feel free to get in touch with our customer support team and they will be happy to discuss things further with you.

What does a refund include

Any refunds triggered will comprise one hundred percent of the face value of the ticket. The refund will not include any booking fees, transaction fees, delivery fees, venue levies, or any additional charges that do not comprise the face value of the ticket. Gighabit does not refund our booking fee under any circumstances. Gighabit prides itself on offering competitively low booking fees, which means you get to see the shows you love as cheaply as possible. We are always exploring ways to improve our service and reduce our fees for the consumer, you. However, this, therefore, means that the fees we pay when you purchase the ticket, when we create, serialise, and protect your ticket, and then in the case of a refund when we return your money to you, is all a sunk cost for us. Thank you for your understanding.

Refunding Free Tickets

Understandably, you may be wondering why we insist you refund free tickets if you find yourself unable to attend. The simple answer is each event has a capacity limit. That limit might be a loft unattainable number for free events, but often a free event does still have a capacity to keep in mind. By refunding your unused tickets for free events you ensure that there are enough tickets to go around for people that would be able to attend. This allows event creators to host an event in a venue that has, for example, a capacity of 400 to ensure that 400 people are able to attend their show. It would be unreasonable and unsafe to allow event organisers to sell more than the 400 tickets (that make up the max capacity as a venue) as on the off chance that more than 400 people turned up it would be a health and safety hazard. Thank you for your cooperation and consideration. 

How long do refunds take to show up in my account?

Refunds take 24-48 hours to show in your bank account in most cases. This is not an absolute rule as you will sometimes find that the refund can take as long as 7 days subject to the discretion of Stripe and your bank account. Random, or automatically triggered financial checks, can occur on any transaction at any time and that is completely out of the control of Gighabit, the Event Organisers for the show you are no longer attending, and yourself. If you are concerned that a refund is taking too long please contact us to let us know and we can potentially chase the relevant organisations on your behalf.

Refund of ticket vs refund of booking

Currently, Gighabit does not allow partial refunds of bookings. Meaning, you cannot refund 1 ticket of a 6-ticket booking. You would either need to refund all of the tickets or none of the tickets. While we do have plans to change this down the line, the current situation requires that refunds be done on the booking level, not an individual ticket level.