We understand it can be frustrating to have a refund request denied, especially if you're no longer able to make an event. As a ticketing platform, our role is to provide the technology that connects you with event organisers. We don't organise the events ourselves. Because of this, refund policy is set entirely by the event organiser and both they and you agree to this when listing and purchasing tickets through Fatsoma.
What does this mean in practice?
Most event organisers are unable to offer refunds unless the event doesn't go ahead. Unless a refund policy is explicitly stated by the event organiser on the event listing, we'd recommend assuming that refunds won't be available if you're simply unable to attend.
If you'd like to understand more about why your request was denied or want to discuss your circumstances, reaching out to the event organiser directly is your best option. Some organisers may be willing to consider individual situations, but this is entirely their decision to make and not something we're able to influence.
If you believe the event was cancelled or rearranged but this isn't showing on Fatsoma, please get in touch with our support team and we'll look into it for you.
Raising a refund decision with our team
If you feel strongly that your refund request has been incorrectly denied, you're welcome to raise this with our support team and we'll do our best to look into it for you. We want to make sure that every customer is treated fairly and we take these concerns seriously.
However, it's important to be transparent with you about what we're able to do. Our team is not responsible for setting refund policy and in the majority of cases we're unable to supercede an event organiser's decision not to provide a refund.