The Refund Guarantee is an optional service that provides coverage for specific, unforeseen events that prevent a customer from attending the event or attraction.
The Refund Guarantee is not a general cancellation or “change of mind” service and does not provide a right to a refund merely because a customer does not attend, does not use the ticket, or no longer wishes or is unable to attend for a reason not expressly covered by these Terms.
Covered situations include:
● Organizer’s insolvency or inability to process a refund upon event cancellation.
● Accidents or medical emergencies that prevent attendance (e.g. hospitalization, childbirth), as certified by a licensed physician.
● Death or serious illness of a direct family member (spouse, parent, child, grandparent, grandchild, or sibling)
For the Purpose of This Policy:
● Medical emergencies — sudden, unforeseen medical conditions that require immediate medical attention, hospitalization, or surgery.
Examples may include serious injuries, acute illnesses requiring urgent care, or childbirth requiring hospitalization, as certified by a licensed medical practitioner.
● A direct family member includes spouse, parents, children, grandparents or grandchildren, and siblings.
● Spouse – means a person to whom the customer is legally married or with whom the customer is in a legally recognised civil union .
● A serious illness of the customer's direct family member means a medically certified illness or condition that is serious enough to require hospitalization or immediate medical care, and which, as a result, reasonably prevents the customer from attending the event.
● Accidents refer to sudden, unintended, and external events that cause physical injury to the customer and prevent them from safely attending the event. Examples may include traffic accidents resulting in injury or hospitalization, or other unforeseen incidents beyond the customer’s control.
● Physician - a person (other than a customer) who is not related to the customer by blood or marriage who is licensed to prescribe drugs and administer medical treatment (within the scope of such license) at the location where the treatment is provided. A physician does not include a naturopath, a herbalist or a homoeopath.
Exclusions
Refunds under the Refund Guarantee will not be granted for:
● Change of mind or personal preference
● Dissatisfaction with event content, artist performance, or production quality
● Accidental purchases, incorrect ticket/date/category selection, duplicate or double bookings, purchasing more tickets than intended, or failure to review the booking details before completing payment.
● Requests to upgrade, downgrade, exchange or change a ticket category, seat, date or event, including requests for a refund of any price difference.
● Minor or operational changes to seating arrangements, seat allocation, venue layout or event configuration that do not materially alter the ticket category or service purchased, subject always to the customer's rights under applicable law.
● Work commitments or employment-related circumstances, including inability to obtain leave, changes in work schedules, being required to work, business meetings or other employment obligations, unless expressly stated as covered under these Terms.
● Failure to arrange and/or delays in transport or accommodation, including missed flights, cancellations, or other travel disruptions
● Voluntary non-attendance (“no-show”), late arrival, or leaving an event or attraction before its conclusion. A customer will not be entitled to a refund merely because they did not attend or use their ticket. This exclusion does not apply where the non-attendance results directly from a circumstance expressly covered under this Refund Guarantee and the customer provides the required supporting documentation.
● Misinterpretation or disregard of the event’s published format, terms, or participation conditions (including but not limited to age restrictions, access limitations, or other eligibility requirements) when such information has been clearly disclosed on the event page
● Visa denials or entry restrictions preventing travel to the event location
● Weather conditions (unless the event is officially cancelled)
● Inability to attend the event due to wars, pandemics, government restrictions, or other global or regional events beyond Platinumlist’s control
● Changes in performance order, replacement of supporting artists, or other adjustments that do not affect the main act
● Changes in ticket prices, promotional offers, discounts or the subsequent availability of tickets at a lower price after the customer's purchase.
Event Cancellation
Without the Refund Guarantee, refunds for cancelled events are processed in accordance with the Organizer’s refund policy and remain the Organizer’s responsibility.
Customers who purchased the Refund Guarantee are protected in any case of event cancellation — Platinumlist will handle the refund process directly and ensure that the applicable refund amount is returned, regardless of the Organizer’s ability or policy to refund.
Purchase and Eligibility
To make use of the Refund Guarantee, please note the following conditions regarding purchase and eligibility:
● The Refund Guarantee must be purchased at the time of ticket checkout and cannot be added after the order is completed
● The Refund Guarantee applies only to tickets for which it has been purchased, and only for the person(s) named in the original booking.
● The Refund Guarantee service fee is non-refundable under any circumstances.
Refund Method
Refunds will normally be credited to your Wallet account on the Platform, where they can be used for future purchases in accordance with the applicable Wallet Terms and Conditions. Alternatively, you may submit a request via the customer Support team for an alternative method. The customer understands that if a refund has already been issued to the Wallet in accordance with the Wallet Terms and Conditions, it cannot be subsequently transferred to the original payment method.
If a refund is requested to be made to the original payment method, processing times will depend on the relevant bank or payment provider.
Submission of Claims
All refund claims must be submitted through the customer support team.
Refund requests must be submitted by the person whose name appears on the ticket or booking, with valid supporting documentation (e.g. ID, medical certification, death certificate, police report), within the timeframe specified for the relevant event or attraction, which will be displayed under the “Important Notes” section at checkout when purchasing the Refund Guarantee.
Claims submitted before the allowed submission period or based on medical conditions that may reasonably improve before the event date may be deferred or re-evaluated closer to the event.
Claims will not be accepted for tickets that are already used or scanned, or that have expired.
Customers must provide all the following:
● Official documentation supporting the refund reason (e.g., medical certificate, death certificate, police report, etc.)
● For medical-related claims, the medical certificate must be issued by a licensed physician, identify the relevant medical condition or emergency to the extent legally permissible, and clearly confirm that the condition prevented the customer from attending the relevant event or attraction on the applicable date. Evidence merely confirming attendance at a clinic, consultation or medical facility will not, by itself, be sufficient.
● Valid identification
● Order Number and booking confirmation.
Only tickets covered by submitted documentation will be considered for refund.
Refunds are limited to a maximum of USD 600 (six hundred United States Dollars) per order/transaction, except in cases where the event or attraction is cancelled by the Organizer and will be paid in the original transaction currency. The equivalent amount in local currency may vary based on the applicable foreign exchange rate on the date the refund is processed.
Refunds shall be processed within twenty-one (21) working days from the date of submission of a valid refund request, subject to receipt and verification of all required documentation.
Incomplete, inaccurate, or fraudulent claims will be rejected without further obligation. In cases where fraud or intentional misrepresentation is suspected, Platinumlist reserves the right to report the matter to the competent authorities, including the police or judicial bodies.
The purchase of the Refund Guarantee does not automatically entitle a customer to a refund. Each claim must satisfy the applicable eligibility requirements and be supported by the documentation required under these Terms.
Statutory Rights
Nothing in these Refund Guarantee Terms and Conditions excludes, restricts or affects any rights or remedies available to the customer under applicable consumer protection law. Where a refund is required by applicable law independently of the Refund Guarantee, the customer's entitlement will be assessed separately from these Terms.
Assessment and Approval
All claims are subject to individual review and verification by Platinumlist.
Platinumlist and/or its appointed claims handler reserve the right to:
● Reject any claim that does not meet the criteria
● Request additional documentation
● Determine whether a claim meets the eligibility requirements of these Terms, based on the information and supporting documentation provided.
● Review and verify the claim.
Platinumlist’s decision on any claim shall be considered final within the scope of its internal review process.
Subject to applicable law, refunds will not exceed the face value of the affected ticket(s).
Liability and Warranties
Platinumlist shall not be liable for any indirect, incidental, punitive, or consequential losses, including but not limited to:
● Lost enjoyment
● Travel or accommodation expenses
● Third-party service costs, except where such limitations are prohibited by applicable law
The total liability of Platinumlist under this Refund Guarantee is strictly limited to the amount paid by the customer for the affected ticket(s) and only to the extent covered by this policy.
Platinumlist makes no express or implied warranties regarding the availability, timeliness, or outcome of refund claims under this Refund Guarantee.
This Refund Guarantee is a voluntary service, not an insurance product.
By accepting and purchasing the Refund Guarantee, you agree to these Refund Guarantee Terms and Conditions.
