When you list and sell tickets through XTIX, you agree to follow our Refund Policy. These guidelines are here to help you stay transparent, legally compliant, and provide a consistent experience for your fans.
1. Clearly Share Your Refund Policy
You must publish a refund policy for each event. This helps fans understand what to expect before they buy tickets.
You can choose to offer:
Full refunds
Partial refunds
No refunds (see exceptions below)
Where to share your policy:
On your official website
On the event page
On your social media channels
If you don’t publish a policy, we’ll assume no refunds are offered – except in cases of cancellation or as required by law.
2. When Refunds Are Always Required
Regardless of your published policy, you must offer full refunds in the following situations:
Event cancellation – All fans must receive a full refund of the ticket price
Event rescheduling – Fans must be given the choice to attend the new date or request a refund
Major changes – If there’s a significant change (like a new venue or headline act), fans must have the option to request a refund
XTIX service fees are non-refundable unless required by law.
3. Processing Refunds
As the organizer, you’re responsible for issuing and funding refunds.
Use your event proceeds or a backup payment method
Refunds should be processed promptly – ideally within five business days
If you use XTIX Payment Processing, refunds must be submitted through the XTIX dashboard for proper tracking
4. XTIX’s Role
XTIX is not a party to the ticket sale between you and the fan, but we may step in to help if needed.
We may:
Assist with refunds if we processed the payment
Intervene if refund obligations aren’t met
Issue refunds on your behalf and recover the amount from your account
5. If You Don’t Follow the Policy
Not following these guidelines may result in:
Suspension or removal of your event(s)
Withholding of payouts to cover potential refunds
Termination of your organizer account
Legal action, if applicable
6. Follow Local Laws
You must comply with all local laws related to refunds, consumer protection, e-commerce, and taxes in the regions where your event is promoted or tickets are sold.
These guidelines do not override any legal obligations you may have.
7. Policy Updates
We may update these guidelines from time to time. Any changes will be posted on the platform. By continuing to use XTIX, you agree to the latest version.
These refund requirements are part of the XTIX Organizer Services Agreement and are included in the XTIX Terms of Service.
If you have questions or need help setting up your refund policy, feel free to contact us. We're here to support you.