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Effective Date: 7Apr2026
These Refund Policy Requirements (“Requirements”) apply to all Organizers who create, promote, and sell tickets to Events through the XTIX Platform. By listing an Event and selling tickets, you agree to comply with these Requirements in full, in addition to the XTIX Organizer Services Agreement.
These Requirements are designed to ensure transparency, legal compliance, and a consistent user experience for Fans.
Event Organizers are required to create and publish a clear refund policy for each Event. Such policy must be made available to Fans prior to purchase, for example, by including it on the Organizer’s official website, event landing page, or social media account.
The refund policy may include: - Full refunds - Partial refunds - No refunds (subject to Section 2 below)
If the Organizer does not publish a refund policy, XTIX will assume that no refunds are offered, except in cases of Event cancellation or as otherwise required by applicable law.
The Organizer’s refund policy must align with XTIX’s refund guidelines. XTIX reserves the right to require the Organizer to modify its refund policy if it does not comply with XTIX’s policies or applicable laws.
Refundability - If the service fee is charged to the Ticket Buyer, it is non-refundable and will not be returned to the Ticket Buyer. - If the service fee is paid by the Event Organizer, the fee will be refunded to the Organizer upon ticket refund.
Regardless of your published policy, you are required to provide full refunds in the following cases:
· Event Cancellation: You must issue a full refund of the ticket price to all Fans.
· Event Rescheduling: You must give Fans the option to attend the new date or request a refund.
· Significantly Changed Event: If the Event is significantly changed (e.g., change of principal performer(s), venue, or other essential characteristic, as defined in the XTIX Terms of Service), you must provide a refund option.
XTIX Service Fees are non-refundable, unless required by applicable law.
You are responsible for initiating and funding refunds, including through your available Event Proceeds.
Refunds must be issued promptly, ideally within five (5) business days of a valid request.
If you use XTIX Payment Processing, refunds must be submitted through the XTIX Platform for tracking and processing.
(a) Response Obligation
You must review and respond to all refund requests submitted by Fans within five (5) business days of receipt. A valid response must either:
(i) confirm that the refund has been or will be issued, specifying the expected timeframe;
(ii) provide written reasons for declining the refund request, with specific reference to your stated refund policy and, where applicable, the basis under applicable law; or
(iii) request additional information from XTIX or the Fan that is reasonably necessary to assess the request, provided that you complete your assessment within five (5) business days of receiving such information.
A failure to respond within the required timeframe, or a response that does not substantively address the merits of the request, will be treated as non-response for the purposes of this Section.
(b) Reminder and Additional Response Period
If you fail to provide a valid response within the initial five (5) business day period, XTIX may send you a reminder notice and allow an additional response period of up to five (5) business days.
(c) XTIX Intervention
If no valid response is received after the expiration of the additional response period described in Section 3.4(b), XTIX reserves the right, at its sole discretion, to review and resolve the refund request on your behalf.
Notwithstanding the foregoing, if a Fan has initiated a chargeback or payment dispute with their payment provider, XTIX may review and resolve the refund request immediately, without sending a reminder notice or waiting for any additional response period, given the time-sensitive nature of payment network dispute procedures.
In such cases, XTIX may:
(i) assess the request based on available information, including the Fan’s stated reason for the refund, transaction records, and event details available on the XTIX Platform;
(ii) apply your published refund policy and these Requirements;
(iii) issue a full or partial refund to the Fan where required under applicable law, payment network rules, or these Requirements; and
(iv) take any other action reasonably necessary to resolve the request and protect the rights of the Fan or XTIX’s obligations to payment networks.
Any action taken by XTIX under this Section does not relieve you of your obligations under these Requirements, the Organizer Services Agreement, or applicable law.
(d) Refund Composition
Where XTIX issues a refund on your behalf under this Section:
(i) In the event of Event cancellation or a Significantly Changed Event (as defined in the XTIX Terms of Service) that gives rise to a refund right under applicable law or your stated refund policy, the refund shall cover the full ticket price paid by the Fan. XTIX Service Fees are non-refundable, unless required by applicable law.
(ii) In all other cases, the refund amount shall be determined in accordance with your stated refund policy.
(e) Funding and Cost Recovery
You are responsible for funding any refund issued by XTIX under this Section. XTIX reserves the right to recover the following amounts from you:
(i) the refund amount paid to the Fan;
(ii) any chargeback fees, dispute fees, penalty fees, or similar charges imposed by payment networks or financial institutions in connection with the refund request or chargeback; and
(iii) reasonable administrative costs incurred by XTIX in processing the refund where the refund was necessitated by your failure to respond within the required timeframe.
XTIX may recover these amounts by:
(a) deducting them from your available Event Proceeds held by XTIX; or
(b) invoicing you for the outstanding amount, payable within fifteen (15) days of receipt.
(f) Notification and Appeal
XTIX will notify you within one (1) business day of taking any action under this Section, specifying:
(i) the refund amount issued to the Fan;
(ii) the basis for XTIX’s determination, including the specific provision of your refund policy or applicable law relied upon; and
(iii) any fees or costs deducted or to be deducted from your proceeds.
You may submit a written appeal within five (5) business days of receiving such notification. Your appeal must include:
(i) the specific grounds for your dispute; and
(ii) any supporting documentation (e.g., prior communication with the Fan, evidence that the refund request was invalid).
XTIX will review the appeal in good faith and provide a final determination within ten (10) business days of receipt.
The submission of an appeal does not suspend, reverse, or delay any refund already issued to a Fan. However, if XTIX upholds your appeal in whole or in part, the corresponding amount will be credited to your XTIX account.
XTIX is not a party to the ticket transaction between you and the Fan. However, XTIX may:
· Assist in refund facilitation where we processed the payment
· Intervene if you fail to meet your obligations , including as described in Section 3.4
· Issue Mandatory Refunds on your behalf and recover the corresponding amounts from you
Failure to comply with these Requirements may result in: - Suspension or removal of your Event(s) - Withholding of payouts or reserves to cover potential refund liabilities - Termination of your Organizer account - Legal action, where applicable
You must comply with all applicable consumer protection, e-commerce, tax, and refund-related laws in all jurisdictions where your Events are promoted or tickets are sold. These Requirements do not override mandatory legal obligations under local law.
XTIX may modify these Requirements at any time. Updated versions will be posted on the Platform. Continued use of XTIX services after such updates constitutes your acceptance.
These Requirements form an integral part of the XTIX Organizer Services Agreement and are incorporated by reference into the XTIX Terms of Service.