Refund Policy

Sacketickets, operated by Sack-E Co. Ltd ("Sack-E"), sells tickets as an agent on behalf of event promoters. The promoter is named on the event page and at checkout and is responsible for delivering the event.

Sack-E collects your payment and holds the ticket proceeds until after the event has taken place. Promoters are not paid out before their event, which is how we are able to fund the refunds described below.

All ticket sales are final. We do not issue refunds if you change your mind, cannot attend, bought the wrong ticket type or quantity, or have a personal scheduling conflict, except as set out in this policy.

If an event is cancelled and not rescheduled, you are entitled to a full refund of the ticket price. You do not need to make a request: we will email you at the address used for your purchase and process the refund to your original card.

If an event is postponed or moved to a new date, your ticket remains valid for the new date and you do not need to do anything.

If you cannot attend the new date, you may request a refund of the ticket price within 14 days of the postponement being announced. Requests received after that window are not eligible, and your ticket stays valid for the new date.

If an event is not delivered substantially as advertised (for example, a change of venue to a different city, the cancellation of the main advertised act, an event that ends far short of its advertised duration, or valid ticket holders being refused entry because of an organizational failure), we will review the circumstances case by case.

Where we find that buyers did not receive what they paid for, we will offer a full or partial refund of the ticket price to affected buyers, funded from the event proceeds we hold. We will email affected buyers with the details and how to claim.

Refunds are only available for tickets bought on Sacketickets, and are paid only to the original purchaser. Tickets bought from third parties or resellers are not eligible.

Tickets that have been used to enter the event are not eligible for a refund, except under section 05. Tickets found to have been bought fraudulently will be cancelled.

The Sack-E service fee shown at checkout pays for payment processing and running the platform. It is non-refundable in all cases above, including cancelled and postponed events.

The one exception is a payment error on our side, such as a duplicate charge. In that case we refund the full amount charged, including the service fee.

The event promoter is responsible for the cost of refunds for their event under our Merchant Agreement. Because promoters are paid only after the event, refunds are paid from the ticket proceeds Sack-E is still holding for that event. Where proceeds are insufficient, Sack-E recovers the shortfall from the promoter.

Refunds are always returned to the original card used for the purchase, through our payment processor. We do not refund in cash, by bank transfer, or to a different card.

Approved refunds are processed within 7 business days of approval. Your bank may then take a further 5 to 10 business days to show the credit on your statement.

Email support@sacketickets.com or use our Contact page, and include your order number (shown on your receipt and in My Tickets) and the reason for your request. We acknowledge requests within 2 business days. For some events we may set up a dedicated claim address and will email affected buyers directly.

If you have a problem with a purchase, please contact us before disputing the charge with your bank. We can usually resolve it faster, and refunds can only go back to your card once.