TESSERA TICKETS
REFUND POLICY
Last Updated: 07th May 2026
At Tessera Tickets (“we”, “us”, “our”), we strive to ensure that our customers have a smooth and enjoyable ticketing experience. This Refund Policy explains when refunds are available, who has the authority to approve them, and how they are processed.
Tessera acts solely as a payment and ticketing intermediary. We are not the organizer of any event listed on the Platform and bear no responsibility for any event’s quality, execution, or outcome. Refunds relating to the event experience itself are not within Tessera’s remit and must be directed to the Organizer.
Tessera will not issue refunds under any tier on the basis of a Buyer’s dissatisfaction with the event experience. Such requests are solely the Organizer’s responsibility.
Once the first ticket of a given type has been sold, the price for that ticket type is permanently locked on the Platform. Organizers cannot modify the price of, or delete, any ticket type once a sale has occurred. This means:
The only circumstance in which Tessera may act on a pricing matter is where a documented platform or system fault caused an incorrect price to be displayed and a sale to occur before any valid sale of that ticket type had taken place. In this narrow case, Tessera may cancel and refund the affected order at its discretion (see Tier 1 below). An Organizer’s own misconfiguration does not fall within this exception.
Tessera may issue a refund at its own discretion, without Organizer authorization, in the following circumstances:
If a payment is successfully charged but a ticket is not issued due to a platform or payment gateway error, Tessera will initiate a full refund automatically. No action is required from the Buyer.
If a Buyer is charged more than once for the same transaction due to a platform fault, Tessera will refund the duplicate amount promptly upon verification.
If a ticket was sold at an incorrect price due to a documented platform or system fault — not an Organizer misconfiguration — and this occurred before any valid sale of that ticket type, Tessera reserves the right to cancel the affected order and issue a full refund. Tessera will provide written confirmation of the fault before exercising this right. An Organizer’s change of mind or pricing mistake does not qualify under this provision; in those cases the price remains valid and binding.
The 7% refund processing fee is waived on all Tier 1 refunds. These refunds arise from platform faults and the associated costs are absorbed by Tessera.
Tier 1 refunds will be processed within 5 to 7 business days of the fault being identified and verified. Buyers will be notified by email once the refund has been initiated.
Where an event is cancelled or postponed by the Organizer, refunds are available subject to the Organizer’s formal authorization through the Tessera platform. Tessera will not process Tier 2 refunds without this authorization.
If an event is cancelled, the Organizer must formally notify Tessera and authorize refunds through the Platform. Once authorization is received:
If an event is postponed, whether refunds are available is at the Organizer’s discretion. Tessera will notify Buyers of the new event date. If the Organizer authorizes refunds for Buyers who do not wish to attend the rescheduled event, Buyers may submit a request within 10 to 14 days of the postponement announcement. The 7% fee applies.
Tier 2 refunds will be processed within 10 to 14 business days of the Organizer’s authorization being confirmed on the Platform.
Once an event has commenced or concluded, all ticket sales are final. Tessera has no authority to issue, review, approve, or process refunds for completed events. Any refund for a completed event is entirely at the sole discretion of the Organizer.
The inability or failure to attend a completed event does not constitute grounds for a refund request under any tier, regardless of the reason for absence.
Exception: If an event is cancelled or significantly curtailed after it has commenced due to a safety incident, venue failure, or force majeure event, the matter is treated as a Tier 2 refund. Organizer authorization is still required before Tessera can process any refund.
Tessera will not issue refunds under any tier on the basis of a Buyer’s experience at or dissatisfaction with an event. This includes, but is not limited to:
These matters are solely the responsibility of the Organizer. Buyers must direct all such complaints and refund requests to the Organizer of the relevant event. Tessera bears no liability whatsoever in respect of such claims and will not mediate or adjudicate them.
The following tickets are non-refundable under any tier and under any circumstances:
To submit a Tier 1 or Tier 2 refund request, follow these steps:
For Tier 1 requests (platform or payment faults), Tessera will review and process your refund directly. For Tier 2 requests, Tessera will assess eligibility and refer the matter to the Organizer for authorization. You will be notified of the outcome.
For post-event (Tier 3) matters, please contact the Organizer directly. Tessera does not accept post-event refund requests through the Platform.
Please note that depending on your payment provider, it may take additional time for the refunded amount to appear in your account.
Organizers may publish their own refund terms on their event pages. These operate within the framework of this policy. In all Tier 2 and Tier 3 cases, Organizer authorization through the Tessera platform remains a prerequisite for processing.
Tessera is not responsible for delays or failure to provide refunds due to circumstances beyond our control, including acts of God, natural disasters, war, pandemics, or government restrictions. In such cases, refund availability remains subject to Organizer authorization under the applicable tier.
If you have questions about this Refund Policy or need assistance with a Tier 1 or Tier 2 refund request, please contact our Customer Support team:
Tessera Tickets
Email: [email protected]
Phone: +260 97 313 7700
Website: tessera.co.zm
