Refund Policy

1. Event Cancellation by Organizer

If an event is cancelled by the organizer, you are entitled to a full refund of the ticket price. TicketWave will process the refund as soon as we receive confirmation of the cancellation from the event organizer.

You are entitled to a full refund of the total amount paid (ticket price + service fee). TicketWave forfeits its service fee on refunded orders.

Refunds for cancelled events will be issued to the original payment method used at the time of purchase. If the original payment method is no longer available, please contact our support team to arrange an alternative refund method.

2. Event Postponement

When an event is postponed, your tickets remain valid for the rescheduled date. You do not need to take any action - your original QR code will grant entry to the rescheduled event.

If you cannot attend the new date, you may request a refund within 14 days of the postponement announcement. Refund requests submitted after this window will be evaluated at the organizer’s discretion.

If you cannot attend the rescheduled date, you will receive a full refund of the total amount paid, including service fees. TicketWave forfeits its service fee on refunded orders.

3. User-Initiated Refund Requests

If you are unable to attend an event and wish to cancel your ticket, you may submit a refund request. To be eligible, your request must be received at least 48 hours before the scheduled event start time.

Refund eligibility guidelines:

• Requests submitted 48+ hours before the event: You receive a full refund of the total amount paid, including service fees. TicketWave forfeits its fee on refunded orders. Approval is at the organizer’s discretion.
• Requests submitted less than 48 hours before the event: Generally not eligible for a refund, except in extraordinary circumstances evaluated on a case-by-case basis.
• After the event has started: No refunds are available for user-initiated requests.

4. Processing Timeline

Refund processing times vary depending on the type of refund and your payment method:

• Organizer cancellation refunds: Processed within 5-10 business days after cancellation confirmation. Funds typically appear in your account within 3-7 business days after processing.
• Postponement refunds: Processed within 10-14 business days after your request is approved.
• User-initiated refunds: Processing begins after organizer approval, typically taking 7-14 business days.

All refund timelines are estimates and may vary based on bank processing times, payment provider policies, and the responsiveness of event organizers.

5. How to Request a Refund

To request a refund, please follow these steps:

1. Check eligibility: Review the sections above to confirm your situation qualifies for a refund.
2. Contact the organizer: For user-initiated refunds, reach out to the event organizer first. Organizer contact information is available on the event page.
3. Submit a request to TicketWave: Email our support team at support@ticketwavegh.com with your order number, the event name, and the reason for your request.
4. Await confirmation: You will receive a confirmation email once your request is received, and a follow-up once it is approved or denied.

For faster processing, please include your order number (found in your purchase confirmation email) and the email address used at checkout in all correspondence.

6. Chargebacks & Payment Disputes

If you believe a transaction was unauthorized or incorrect, please contact our support team before initiating a chargeback with your bank. We will work with you to resolve the issue promptly.

Initiating a chargeback without first contacting TicketWave may result in:

• Permanent suspension of your TicketWave account
• Invalidation of any tickets purchased through the disputed transaction
• Loss of access to future events

If a chargeback is filed and subsequently overturned in TicketWave’s favor, an administrative fee of GH₵25.00 will be deducted from any refund due.

7. Exceptions & Special Circumstances

TicketWave reserves the right to make exceptions to this refund policy in extraordinary circumstances, including but not limited to:

• Medical emergencies with supporting documentation
• Natural disasters or extreme weather events
• Travel disruptions (flight cancellations, road closures) with proof
• Military deployment or jury duty with official orders

All exception requests are evaluated on a case-by-case basis and require supporting documentation. Submission of a request does not guarantee approval.

TicketWave’s refund policy may be updated from time to time. Changes will be posted on this page with an updated “Last updated” date. Refund requests are governed by the policy in effect at the time of your ticket purchase.