What are Sealed Tickets?

Sealed Tickets are tickets that become available for download shortly before an event starts. We do this at the organiser’s request to prevent fraud and discourage unfair trading of tickets.

When can I download my Sealed Tickets?

Your tickets will become available for download shortly before the event. You can read the date and time they will become available on the order status page.

How do I reach the order status page?

You can reach the order status page through the ‘Download tickets’-link in the confirmation email of your purchase.

I want to resell my Sealed Tickets

Do you want to resell your Sealed Tickets? You can read more about this here.

How can I request a refund?

If you’ve bought tickets for an event, but you’re unable to attend, you’ll need to contact the event organiser as they can execute this for you.

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Step 1
Contact the event organiser to request your refund.

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You can find the organiser’s contact details on their website or social media pages.

Step 2
If the event organiser doesn’t grant you permission, Tixify isn’t able to carry out the refund without their approval.

I have requested a refund, but I have switched bank

Due to privacy laws, we cannot see the bank account used to order your tickets with. Therefore, when we carry out refunds, we automatically try to return them to the same account used to complete the order before taking any other steps. At this time, we cannot redirect funds to another bank account.

The refund has already been carried out to your old bank account. We will receive this money back because your old bank account doesn’t exist anymore. Once we have received the refund back, we can start a manual refund process. To start this process, we’ll need the correct banking information.

How can you provide us with the correct information?
Send an email to ticket-help@tixify.live with the subject ‘change of bank account’. Make sure to include the following information:

- The email address you used to purchase the tickets

- The name of the event for which you purchased the tickets

- IBAN of your new bank account

- BIC-code of your new bank

It's important that we receive all of the information above in order to help you as quickly as possible.

When can I expect my refund?

There are two ways to receive a refund:

1. The organiser initiated the refund
2. The event is postponed or cancelled and you have requested a refund

1. The organiser initiated the refund
Once you’ve requested a refund by the event organiser, you’ll receive a confirmation e-mail about the initiated refund. At that point, you can expect your money back within 5 business days.

If this isn’t the case, please contact the event organiser as they can answer this question for you.

You can find the organiser’s contact details on their website or social media pages.

2. The event has been postponed or cancelled
You have requested a refund yourself through the order status page because the event has been postponed or cancelled. You can see which ticket(s) you have requested a refund for on the order status page. Read how you can reach the order status page.

If the window for requesting a refund has passed, Tixify and the event organiser have to go through a few processes before the refund will be carried out.

Once everything is processed, we do our best to carry out the refunds as quickly as possible. We have no influence over the final date, as this is determined by the organiser. If you would like more information, you can contact the event organiser.

You can find the organiser’s contact details on their website or social media pages.

I've received a partial refund

1. Down payments and final payments
If you purchased your tickets in two separate payments, you will receive two separate payments from us when the refunds are carried out. One of the refunds may arrive sooner than the other.

2. I’ve received another amount than I have paid
We carry out refunds at the request of the event organiser. If you haven’t received a refund for the complete order and you would like more information, please contact the event organiser.

You can find the organiser’s contact details on their website or social media pages

My refund has failed

You may have received an email from Tixify stating that we require more information in order to carry out your refund.

Why do we need this information?

1. Your refund failed because the IBAN, credit card or PayPal account used to pay for the order no longer exists.
2. Your bank or PayPal has decided to decline the transaction and has returned the money to us.
3. The period that we can retain your bank details has elapsed and we no longer have access to your payment information.
   

What do you need to do?

To ensure your money is transferred to the correct bank account, we request the following information:

- Your IBAN (no spaces)

- The account holder's name

- Your bank’s BIC code

Please respond to the email we sent you with the correct information. If we do not receive this information, we won’t be able to carry out the refund.