At Tessera Tickets (“we”, “us”, “our”), we strive to ensure that our customers have a smooth and enjoyable experience when purchasing tickets for events. We understand that sometimes plans change, and you may need to request a refund. This Refund Policy outlines the terms under which refunds will be provided and the procedures for initiating a refund request.

1. General Refund Policy

Tickets purchased through Tessera Tickets are generally non-refundable, except in the circumstances outlined below. By purchasing tickets through our platform, you acknowledge and agree to the following terms:

• Refund Requests: All refund requests must be made by the original ticket purchaser.
• Refund Method: Refunds will be issued using the same payment method used to purchase the tickets, unless otherwise agreed upon by both parties.
• Refund Fee: A 7% refund processing fee will be deducted from the total refund amount on all refund requests made by the ticket buyer. This fee covers administrative costs, transaction fees, and processing time. The 7% fee will be applied regardless of the reason for the refund request.

2. Refunds for Cancelled Events

If an event is cancelled by the event organizer, ticket buyers will be entitled to a full refund of the ticket price paid, minus the 7% refund fee.

• Cancellation by Organizer: If the event is cancelled, you will be notified by Tessera Tickets via email and/or through the account provided at the time of purchase. Once the cancellation is confirmed by the event organizer, you will receive your refund minus the applicable 7% fee.
• Processing Time for Cancelled Events: Refunds for cancelled events will be processed within 10 to 14 business days after the event is officially cancelled and the refund request is confirmed.

3. Refunds for Postponed Events

If an event is postponed by the event organizer, you may be entitled to a full refund or the option to attend the rescheduled event, depending on the event organizer’s policy.

• Postponement by Organizer: If an event is postponed, Tessera Tickets will notify you of the new event date and provide details regarding whether you are eligible for a refund. If you do not wish to attend the rescheduled event, you can request a refund within 10 to 14 days of the announcement of the new event date. The 7% refund fee will still apply.
• Processing Time for Postponed Events: Refunds for postponed events will be processed within 10 to 14 business days after the refund request is confirmed.

4. Refunds for Other Circumstances

Refunds for events that are not cancelled or postponed will only be issued in the following specific cases:

• Incorrect Ticket Purchases: If you accidentally purchased the wrong ticket (e.g., the wrong date, time, or type of ticket), you must contact our customer support team within 24 hours of the purchase. A 7% refund processing fee will apply, and you must provide proof of the error.
• Duplicate Purchases: If you made a duplicate ticket purchase for the same event, we will issue a refund for the duplicate tickets, subject to the 7% fee. Requests must be made within 24 hours of the duplicate purchase.

5. Non-Refundable Tickets

The following tickets are non-refundable under any circumstances:

• Special or Limited Events: Tickets for events that are marked as “Non-Refundable” or “Final Sale” at the time of purchase, such as VIP or early-bird tickets.
• Third-Party Fees: Any third-party service fees, delivery charges, or processing fees associated with your ticket purchase that are non-refundable, even if the event is cancelled or postponed.
• Non-Attendance: Refunds will not be issued if you are unable to attend the event for any reason other than the cancellation or postponement of the event by the event organizer.

6. How to Request a Refund

To request a refund, follow these steps:

1. Log into your account on Tessera Tickets.
2. Navigate to “My Tickets” and find the order for which you want a refund.
3. Click on “Request Refund” and fill out the form with the relevant details (order number, reason for refund, and any required documentation, if applicable).
4. Submit the request to our support team.

Once we receive your refund request, we will review it and process it in accordance with the terms of this Refund Policy.

7. Refund Processing Times

• For Cancelled Events: Refunds will generally be processed within 10 to 14 business days of the event cancellation confirmation.
• For Postponed Events: Refunds will be processed within 10 to 14 business days after the refund request is confirmed following the postponement notice.
• For Other Refund Requests: Refunds will be processed within 10 to 14 business days of the receipt and approval of your refund request.

Please note that depending on your payment provider, it may take additional time for the refunded amount to appear in your account.

8. Exceptions and Limitations

• Event Organizer’s Policies: While we handle the processing of refunds, the terms of refunds for an event are also subject to the policies of the event organizer. In some cases, event organizers may set their own terms for refunds. We will inform you of these terms at the time of your refund request.
• Force Majeure: Tessera Tickets is not responsible for delays or failure to provide refunds due to circumstances beyond our control, such as acts of God, natural disasters, war, pandemics, government restrictions, or other force majeure events.

9. Contact Information

If you have any questions or concerns about this Refund Policy or need assistance with a refund request, please contact our Customer Support team at:

Tessera Tickets

Email: [email protected]

Phone: +260 97 313 7700

Website: tessera.co.zm