Refund Policy

This policy applies to all tickets bought and paid for through ersatix.com.

Tickets bought directly at an organizer's counter (cash or other payment received by the organizer) are refunded by the organizer at that counter, because the organizer holds the money.

Tickets bought from parties other than Ersatix and the official organizer are not covered.

Before payment: an unpaid order costs nothing. An order not paid by the payment deadline expires on its own and its tickets are released.

After payment: cancellation by the buyer follows the policy chosen by the organizer and shown on the event page and your order page, which is one of: non-refundable; refundable up to 7 days before the event (D-7); or refundable up to 1 day before the event (D-1).

Unless the event page says otherwise, paid tickets cannot be cancelled by the buyer.

Event cancelled by the organizer: all buyers receive a full refund without having to apply.

Event rescheduled: tickets remain valid for the new date. Buyers who cannot attend may request a full refund until the deadline announced by email and on the order page.

Payment succeeded but tickets could not be issued, for example the payment arrived after the time limit and the tickets were sold out: the money is refunded in full.

Double payment or overpayment caused by a payment system fault: the difference is refunded.

Cancellation by the buyer within the event's policy deadline (D-7 or D-1).

Change of mind, being unable to attend, or arriving late for an event whose policy is non-refundable, or after the event's policy deadline has passed.

Choosing the wrong event, date, ticket category or number of tickets.

Tickets already scanned at the gate.

Being refused entry for breaking the organizer's or venue's rules, not meeting the age limit, or not being able to show the required ID.

Tickets cancelled because they were obtained fraudulently, resold, or in breach of the Terms and Conditions.

Changes of performers, program or start time on the same day, as long as the event still takes place.

Open your order page. Buyers with an account open it from Order history. Guest buyers open it from Check Order (ersatix.com/check-order) with their email and order code.

Press Request a refund, enter the verification code sent to the purchase email, then write your reason. This button only appears while the order still qualifies.

If the button does not appear although you are sure you qualify, or for a double payment, email [email protected] with your order code, purchase name and email, proof of payment, and your reason.

For orders paid by bank transfer, include the bank name, account number and account holder name for the refund. The account holder name must match the buyer or the sender of the transfer.

Requests are reviewed within 3 business days. The result is sent by email and shown on the order page.

Once approved, the money is sent within 14 business days.

For cancelled events, refunds are processed in batches for all buyers and completed within 14 business days of the cancellation announcement.

All payments, including QRIS, virtual account, e-wallet, retail store, paylater and bank transfer, are refunded by transfer to a bank account in the buyer's name. If the account details are missing, the Ersatix team asks for them by email.

Refunds are paid by Ersatix, including when the event's sales money has already been paid out to the organizer.

Refunds are not given as cash, balance or vouchers.

Ersatix does not deduct administration fees. The refund equals the total paid for the order, including PBJT and the service fee.

A refund applies to a whole order. Once refunded, all e-tickets in that order are cancelled and can no longer be used for entry.

The refund status is shown on the order page. For questions, contact [email protected] or another channel on the Contact page (ersatix.com/contact), including your order code.