Sometimes events are forced to postpone to an unknown date, sometimes they need to reschedule to a different date and unfortunately, sometimes they do need to be cancelled altogether.
Event organisers don't make these decisions lightly and it breaks their heart's to let you down when these things happen.
If you've bought tickets to an event that uses INTIX as their ticketing partner who've had to make changes to their event then firstly, thank you!* This is a guide to help you get a good idea of what happens next for ticketholders.
When an organiser is forced to make changes to an event, stay calm! The first thing organisers try to do is reschedule the event — the show must go on! They've put their blood, sweat, tears, time and resources into pulling together an awesome event for you and they want it to happen if that's possible.
Sometimes guest speakers lose their voice because they've been speaking at other, awesome events, venues get flooded because their plumbing has decided to give up on life, or, like we've seen in 2020, natural and unprecedented events can take place. We've had bushfires, floods and a global virus outbreak all within 6 months and all affecting events who's organisers couldn't have predicted this in their wildest dreams! (or nightmares, really)
Communication is important!
As soon as organisers know what the plan of attack is, they will let you know. We are so connected these days that it's easy to get updates when they come out. Organisers might contact you directly via email or SMS, they might post to their socials and online event pages and we encourage organisers to update their online ticketing pages ASAP too.
What happens to your tickets? Do you get a refund?
If an event is postponed (the new date isn't known yet) then you may be able to keep your tickets and see if the new date suits you. At INTIX we encourage you to support events and organisers and #keepyourtickets where possible. You may be able to request a refund or refunds may be automatic.
If an event is rescheduled (the new date is set and communicated) the same goes as above and refunds may be subject to the organisers T&Cs.
If an event is cancelled then the organiser will be doing their best to organise refunds for tickets that have been purchased ASAP. This can take time! Remember that organising events can be a huge job, with lots of people involved, including boards or investors. Money is generally spent in advance for artists, speakers, venues, security, and a very long list of things that go into organising events that most people don't want to think about. But for organisers, they have to! And sometimes this means it could be a week or two before they can sit down and start processing refunds so please be patient with them.
Where will a refund go if you bought tickets through INTIX?
If you have purchased a ticket through INTIX and a refund is processed then the ticket price will be refunded back to the card you used to buy the ticket. If your friend forwarded you a ticket or name changed a ticket into your name then they will get the refund as they paid for the ticket and their card details are the ones organisers have available to process a refund.
Note: Don't forget that Name Change is only for friends & family as per the T&Cs. If you sold a ticket online to friend of a friend of a friend - that's a no-no because of things like this. It makes it hard to get your refund if you paid a stranger for a ticket...
How long until you see the $$$ in your account?
Once refunds have been processed it can take up to 10 business days for the funds to show in your account. This isn't because we want you to have to wait for your money back. It's because your bank will have security rules in place and, depending on your bank, it takes a little while for them to clear the refund to your account.
I haven't got my refund...
If the card you used to purchase your tickets is no longer valid, you've switched banks, the card expired or you lost it, then contact the event organiser and they will refund you to an alternative account after verifying your ticket. This is the most common reason why people don't receive their refund. If you didn't buy the ticket directly from INTIX (forwards, name changes, dodgy online 'resales') then see above - Where will a refund go if you bought tickets through INTIX?
Why are you holding onto my money, INTIX?
We're not. It is important to note that INTIX cannot process refunds on behalf of organisers. You have paid them, not us, for your ticket so that money isn't in our bank account and it isn't ours to give out. When events that are ticketed through INTIX have to postpone, reschedule or cancel, our team works closely with organisers to help them make the best decisions and to ensure that they can use the INTIX system to process refunds swiftly, if they choose to. We can give you updates from the organisers if you're concerned, but your best source of information is always the organisers directly. You can use the 'Event Enquiries' button on the ticket sales web page to contact the event organiser or the 'Contact INTIX' button to get in touch with us and we will help you as best we can!
Remember, event organisers live to put on amazing events for you and your colleagues, friends and family. They hate to have to pull the plug, change line ups or move dates/venues, but sometimes that's just what has to happen! Stay loyal, support your favourite events, venues and organisers, give them a like or a follow on socials and don't forget to buy tickets to their next event as soon as you can.
*INTIX is Aussie owned and staffed so when you buy tickets that are sold on the INTIX platform you are supporting some super cool people who could well be your neighbour, your best mate's cousin, that guy that buys too many coffees at the local coffee place or the girl at the gig the other week who was dancing and having the time of her life. We are everyday people, just like you, who love events and love what we do! When you buy tickets from organisers who use INTIX you make us happy - you make us smile (and keep us employed!). So, lookout for more events at intix.com and don't forget to support the events industry!