We understand that plans can change, and we’re here to help. Below is a quick guide to how refunds work on XTIX.
General Terms
Refunds follow the laws of the country where the event takes place.
Most refund decisions are made by the event organizer, but we’re always happy to support you and help communicate with them.
If an event is canceled or significantly changed, submit a refund request from your XTIX account.
Refunds are sent to your original payment method and typically take around 5 business days to appear in your account.*
A service fee (usually around 10%) may be withheld, depending on the organizer. Additional fees may be applied by your payment provider.**
*Processing times may vary depending on your bank.
**Fees are shown at checkout.
When Is a Refund Considered?
Approval is at the organizer's discretion. Not applicable for "changed my mind" or similar reasons.
For any request, we recommend attaching supporting documents in the Description section - such as medical certificates, booking confirmations, screenshots, or other relevant proof. Providing documentation helps the organizer review your request, as refunds may not be approved without it.
1. Unexpected personal emergency
Illness, medical reasons, or death of a close relative. A valid medical document or death certificate is required.
2. Event cancellation or postponement
Attach a link to an official source confirming the cancellation or postponement.
3. Change in personal plans
Travel issues or schedule conflict. Briefly explain the circumstances.
4. Incorrect or duplicate ticket purchase
Wrong date, section, or accidental duplicate. Explain what went wrong.
5. Denied entry due to face control
Explain what happened and include the refund password from the organizer if provided. Not applicable if face control was not enforced at the event.
6. Other
For serious circumstances not covered above (e.g. traffic accident, flight cancellation).
Important to Know
Organizers set their own refund policies, which are published on their website or social media.
XTIX doesn’t decide or fund refunds but can help mediate if needed.
Refund Timelines
Once approved, refund processing times depend on your payment method:
Payment Method | Estimated Time |
Credit/Debit Card | 5–10 business days |
Bank Transfer (EFT) | 3–5 business days |
Other Methods | May vary |
We do our best to process refunds quickly, but delays can happen due to banks or payment providers.
Still have questions? Reach out to our support team – we’re here to help!