Refunds & Cancellations

Last updated: 6 October 2026

TicketsSA is a marketplace. We do not take your payment, so we do not issue refunds. Each Provider (the event organiser, property owner, tour operator or equipment supplier) sets their own cancellation and refund policy, and refunds are arranged between you and that Provider.

1. Check the policy before you book

Every listing shows the Provider's cancellation and refund policy. Providers choose the terms, so they differ. Typical examples:

No refundsAll bookings are final once confirmed.
50% refundHalf is refunded if you cancel at least 7 days before; nothing after that.
Full refundEverything is refunded if you cancel at least 7 days before; nothing after that.
CustomThe Provider sets their own terms and explains them on the listing.

The policy shown on the listing when you booked applies to your booking. We also include it in your booking email.

2. How to ask for a cancellation or refund

  1. Contact the Provider using the details in your booking email (replying to that email reaches them).
  2. Say which booking it is (include the reference number) and what you are asking for.
  3. Any refund is paid by the Provider, the same way you paid them.

If you cannot reach the Provider, email support@ticketssa.co.za with your booking reference. We will try to help the two of you reach an outcome, but we cannot refund money we never received and we cannot override a Provider's policy.

3. When the Provider cancels or changes things

If a Provider cancels an event, stay, experience or hire, or changes it materially (for example date, venue or what is included), you should be offered a refund or a reasonable alternative by the Provider. Providers are responsible for this under their agreement with you and the law.

4. Your legal rights

This page does not limit your rights under South African law, including the Consumer Protection Act 68 of 2008. For example, a consumer may cancel an advance booking or reservation, but a Provider may charge a reasonable cancellation penalty (section 17), and goods or services that are not as described, or not delivered, may entitle you to a remedy from the Provider. If you cannot resolve a complaint, you may approach the National Consumer Commission (thencc.org.za) or an applicable industry ombud.

5. Providers: setting your policy

When you create a listing you choose a cancellation and refund policy. Make it clear, fair and one you will honour. Policies cannot be used to avoid obligations you have under the law, and you must refund bookings that you cancel or cannot deliver.

6. Listing fees

Where TicketsSA charges a Provider a listing fee, it is non-refundable once the listing has been published, unless we agree otherwise in writing. See our Terms of Service.

Questions about this page? Email support@ticketssa.co.za.