Paylogic is hired by specific events and festivals to manage and conduct their ticket sale. Whenever you make a formal refund request, Paylogic establishes contact with the event or festival organisers in order for them to decide if the refund can be authorized and then conducted by Paylogic.
When a refund request is authorized, "Refund costs" or a "Refund fee" has to be fulfilled with Paylogic, as we are executing the refund process. The event organizers further decide whether to cover the fee themselves or to pass it on to the consumer (depending on the situation and reason for the request). Therefore, when you receive an e-mail confirming a refund, it will state if the "Refund costs" are reflected on the amount you are receiving.
Please note! The policies applied by the event organizers are final. Unfortunately, there is nothing that Paylogic can do about it, as we process the ticket sale under their rules.
If you would like to present a refund or change request you can check the options to REQUEST IT HERE.
If you have another inquiry, you can CONTACT US HERE.
We will try to help you as soon as possible.