Complaints & Dispute Resolution Policy

Effective date: 11 September 2026 Version: 1.1

This policy explains how customers and users can raise complaints, Network reports or disputes about events, orders and platform use.

First contact

Contact TixEvery support with the order reference, event or Network profile name, issue summary and relevant evidence. Where the issue concerns event delivery, venue access, lineup, goods or organiser promises, TixEvery may need to involve the organiser. Network content or conduct may also be reported through an available in-product reporting route.

TixEvery role

TixEvery operates as a ticketing, commerce and professional Network platform and, for many transactions, as the organiser's disclosed agent. We can help route messages, review platform records, process approved refunds and take proportionate safety or moderation action, but we do not control event performance, venue operations, organiser decisions or agreements made separately between users.

Organiser and user responsibility

Organisers are responsible for accurate listings, lawful events, customer communications, venue arrangements, fulfilment and refund decisions unless TixEvery has an independent legal duty to act. Network users are responsible for their profiles, content, communications, checks, decisions and professional relationships.

If an organiser does not respond

If an organiser fails to respond within a reasonable time, TixEvery may escalate internally, request more evidence, restrict payouts, apply reserves, suspend listings or take other proportionate action available under the organiser terms.

Evidence, confidentiality and chargebacks

Customers, organisers and Network users should provide clear and relevant evidence such as screenshots, emails, messages, access logs, delivery records, venue notices or bank dispute references. TixEvery may preserve and review relevant content, messages, account, technical and transaction records, request information from affected users or witnesses, and keep a reporter's identity or other information confidential where reasonably practicable and appropriate. A report is not by itself proof of a breach. Chargebacks may limit or affect TixEvery's ability to process a separate refund while the payment provider reviews the dispute.

Response timeframes

We aim to acknowledge support complaints and Network reports promptly and provide substantive updates as soon as reasonably practicable. Complex event, safety, fraud, moderation, chargeback or organiser disputes may take longer, especially where third-party evidence is required. We may apply interim restrictions and may act immediately for urgent safety, fraud, security or legal concerns.

Network moderation appeals

Where reasonably practicable, TixEvery will explain a material moderation, restriction, suspension or termination decision. An affected user may appeal through the route and within the period in the decision notice or, if none is stated, within 7 days through support@tixevery.com. The appeal should explain its grounds and include relevant evidence. Wherever reasonably practicable, a suitably authorised team member who was not materially involved in the original decision will review it and may uphold, vary or reverse the decision. This is an internal review, not independent adjudication; restrictions may remain while it is considered, and statutory rights and external remedies are unaffected.