Refund Policy

1. This policy

This Refund Policy applies to every purchase and booking made on SwiftPass. It forms part of our Terms & Conditions and explains when you are entitled to a refund, how to request one, and how long it takes.

Where an organiser or venue sets its own refund policy on their listing, that policy also applies — but it can never reduce the rights described here.

2. Event cancelled or postponed by the organiser

• Cancelled event: you receive a full refund of the ticket price and the SwiftPass service fee, automatically initiated — you do not need to request it.
• Postponed event: you may choose between keeping your ticket for the new date or receiving a full refund.
• Refunds to the original payment method within 7–10 business days of approval; your bank may add a few days for the funds to appear.

3. Changed your mind

• Tickets are generally non-refundable after purchase, because inventory is held for you and released to the organiser.
• If the organiser's listing allows cancellation, you may request a refund up to the deadline stated on the event page.
• Free tickets can be cancelled at any time so the seat returns to sale.
• Where an amount is refunded at the organiser's discretion, the SwiftPass service fee is retained.

4. When you could not attend through no fault of your own

If you were refused entry despite a valid ticket, or the event was materially different from its published description, contact support with your order reference. We review these cases with the organiser and can approve a full refund including fees.

5. Duplicate or failed payments

• A payment taken twice for the same order is refunded in full once verified.
• If a payment succeeded but no ticket was issued, we issue the ticket or refund the payment in full.
• Failed payments that never completed are released by your bank automatically; nothing is captured by SwiftPass.

6. Venue bookings

• A booking enquiry is not a payment. Nothing is charged until a booking is confirmed.
• If a confirmed venue booking is cancelled by the venue owner, the booking amount and the SwiftPass service fee are refunded in full.
• If you cancel a confirmed booking, the venue's own cancellation terms apply and the SwiftPass service fee is retained.

7. How to request a refund

• Open My Tickets or your order in your dashboard and choose Request refund, or ask Oba to connect you with support.
• Include your order reference and a short reason so the organiser can review it quickly.
• The organiser reviews the request; if it is not decided within the timeframe stated in your event's policy, escalate to SwiftPass support and we will intervene.
• You will be notified in the app and by email when the request is approved, rejected or processed.

8. After approval

• The refund is sent to the payment provider against the original transaction, and the tickets it covers are cancelled so their QR codes cannot be used.
• You receive a provider reference you can quote to your bank.
• If your card or account has changed, contact support — the refund must still be returned to the original payment method.

9. What is not refundable

• Service fees on voluntary cancellations and discretionary goodwill refunds.
• Tickets already scanned or used at the door.
• Third-party costs you arranged yourself, such as travel, accommodation or parking.
• Bookings cancelled after the venue's stated deadline.

10. Chargebacks

Please contact us before raising a chargeback with your bank — most issues are resolved far faster through support. If a chargeback is raised, the related tickets and payouts are paused while the dispute is investigated.