Whether a refund is possible or not depends on the event! Before sending a refund request, please check the FAQ on the festival's official website and the Terms & Conditions of the event's organisation. Keep in mind that only the main buyer of the order can request a refund. If you are not the main buyer, we advise you to contact them first. Requests sent by other than the official buyer will not be processed.

If you cannot find whether you are eligible for a refund of your ticket(s), you can fill in a refund request via our contact form. Please make sure to provide a reason for your request.

Refund Protection provides a refund if a customer is unable to attend due to a number of circumstances as defined in their Terms and Conditions.

Booking insurance is offered by Booking Protect. This means that Paylogic cannot exercise any influence over an insurance policy that has been taken out with Booking Protect.

Booking Protect can only help you if you purchased insurance with your tickets.

It is not possible to take out booking insurance after an order has been placed. Insurance can only be purchased for some events when ordering.

Questions regarding the Refund protection can be directed at Booking Protect.

Please fill in and submit your refund application form as soon as you are aware that you will not be able to attend to the event according to the circumstances defined in the Terms and Conditions of Booking Protect.

If you are not eligible for a refund for your tickets, there might be several alternative options available to you:

1. Ticket Personalization Not Required: If your tickets do not need to be personalised, you have the option to give them to someone else who is interested in attending the event. The name on the ticket is not relevant for entry, and it does not need to be changed. This allows you to transfer the tickets to another person without needing to change the name on the ticket.

2. Transfer Unpersonalized Tickets to Another Person: If you have not personalised your tickets yet, you can always give them to someone else and personalise them with the names of the new attendees. As the main buyer, you are not obligated to attend the event yourself.

3. Name Change Option: Certain organisations offer the option to change the name on your tickets. To check if this option is available, access your order environment with your order confirmation email by clicking the "manage order" button. Click on the "More actions" section, where you can see if the "Change Name" option is enabled. This allows you to change the attendee's name on the ticket.

4. TicketSwap: Some events work with TicketSwap, a secure platform designed for the resale and purchase of unused tickets at reasonable prices. TicketSwap aims to prevent fraud and overpriced resale. If you can't use your tickets, you can list them on TicketSwap for others to buy. More information about how Ticketswap works can be found on their website.

5. Official Resale Platform: Some events may have an official resale platform for secure resale and purchase of tickets. 

Please note that each event's policies and options may vary, so it's important to review the specific guidelines provided by the event organisers. Always ensure that any ticket transfer or resale is done in accordance with the event's terms and conditions.

Did you request a voucher for your order of a postponed or cancelled event? 

After requesting it you should have received an email confirming your choice. If you have not, please check here to see if you can request it again. After you've submitted your request, it might be approved automatically, or it might take a few weeks. Once approved you will receive an email with the voucher code. If you have lost the email, you can request it again here.

In case you want to change your original request (from donation, refund request or voucher) to a different request (to donation, refund request or voucher), you need to fill in the voucher tool again.

Keep in mind that different events might have different options regarding offering a refund, donation or voucher. The options that are available are shown in the voucher tool once you fill in your order number and mail address. You can find the link for the voucher tool here!