Refund Policy

Effective date:

This policy is part of our Terms of Service and covers tickets bought on tix.tooq.ca. The Organizer of each event may offer more generous terms, which will be shown on the event page.

The short version

What happened

What you get

The event is cancelled

A full refund of what you paid, without having to ask

The event is postponed, moved or rescheduled

Your ticket stays valid for the new date; you can ask for a refund until the date shown in our email

A major change (headliner, venue in another city)

Same as postponed: keep it, or ask for a refund within the window

You can't go

No refund, but you can send the ticket to someone or resell it at face value where allowed

We cancel your order (limits, fraud, a mistake)

A full refund

Cancelled, postponed and changed events

Cancelled. If an event is cancelled, everyone who bought online is refunded the full amount they paid: the ticket price (with the fees built into it) and the sales tax, back to the card they paid with. We'll email you when it's done. Tickets bought with cash at the door or from an advance seller are refunded by the Organizer, the same way they were sold.

Postponed or rescheduled. If an event moves to a new date or time, your ticket is valid for the new date and you don't need to do anything. If you can't make the new date, you can ask for a refund until the deadline in our email (at least 14 days after we announce the new date, unless the event is sooner). After that, tickets aren't refundable.

Moved to another venue. Same as a postponement if the new venue is in another city or the change is major. A move within the same city usually isn't a reason for a refund, but you can still transfer or resell your ticket.

Lineup changes. Acts can change. If the headliner (the act the event is named after) cancels, the Organizer will treat it as a postponement or cancellation. Changes to support acts or set times aren't a reason for a refund.

Festivals. For multi-day passes, if one day is cancelled the Organizer will refund that day's share or offer a credit / another day. If the whole festival is cancelled, it's a full refund.

Can't go?

Tickets aren't refundable just because you can't attend, change your mind or bought the wrong one. Instead:

  • Send it to someone. From your order page, transfer the ticket to a friend. They get their own ticket and yours stops working. (Where the Organizer allows transfers.)
  • Resell it at face value. List it on the event page. If someone buys it, your ticket is cancelled and you get your money back, less [the card fee on the new sale / nothing], as shown when you list it. If it doesn't sell, you keep your ticket.
  • Waitlists. For sold-out events, tickets you resell go to people on the waitlist first.

The Organizer can still choose to refund a ticket in other cases (for example illness or a duplicate order). Ask them through [email or the contact on the event page].

What a refund covers

  • Cancelled events and cancelled orders: everything you paid, including the fees built into the ticket price and the sales tax.
  • Postponed or changed events (within the window): everything you paid.
  • Refunds the Organizer offers by choice: the ticket price and its tax; the Organizer decides whether to include the fees. The amount is shown in your refund email.
  • Partial refunds: if you're refunded for some tickets on an order, only those tickets are refunded and cancelled; the rest stay valid.

Card processing fees aren't returned by the card network on refunds. They're covered by the Organizer or us, not taken from your refund, except on resale where the refund is shown before you list.

How refunds are paid

  • Where it goes: back to the card or payment method you used. We can't refund to a different card or in cash for online orders.
  • How long: we start a refund within 7 business days of a cancellation or your approved request. Your bank usually shows it within 5 to 10 business days after that.
  • Your ticket: a refunded ticket is cancelled and won't scan at the door.
  • Who pays it: when the Organizer is paid through their own Stripe account, the refund comes from the Organizer's account. Otherwise we refund you and recover it from the Organizer.
  • Free tickets: there's nothing to refund. If you can't go, please send the ticket to someone who can use it.

Chargebacks

Please contact us before disputing a charge with your bank; most problems are quicker to fix directly. If a chargeback is filed, the tickets on that order may be cancelled while it's reviewed.

Contact

Questions about a refund: contact@mytooq.com. Include your order number (in your ticket email).

For questions about the event itself, contact the Organizer listed on the event page.