Refund Guarantee Terms and Conditions

Life happens — and sometimes plans change unexpectedly.

Our Refund Guarantee is designed to give you extra peace of mind. Here’s how it works and when you’re covered. 

The Refund Guarantee is an optional service offered by Platinumlist that provides limited contractual refund support in specific unforeseen circumstances that prevent a Customer from attending the relevant event or attraction. 

For the purposes of these Terms, ‘Platinumlist’ means Platinumlist Processing LTD, a company incorporated in the Republic of Cyprus. 

Covered situations include:

• The Organizer’s insolvency or inability to process a refund following an event cancellation.

• Accidents or medical emergencies that prevent attendance (e.g. hospitalization, childbirth), as certified by a licensed physician.

• Death or serious illness of immediate family member (spouse, parent, child, grandparent, grandchild, or sibling) 

For the Purpose of these Terms:

• Medical emergencies — sudden, unforeseen medical conditions that require immediate medical attention, hospitalization, or surgery. Examples may include serious injuries, acute illnesses requiring urgent care, or childbirth requiring hospitalization, as certified by a licensed medical practitioner.

• Immediate family member includes spouse, parents, children, grandparents or grandchildren, and siblings.

• Spouse means a person to whom the Customer is legally married or with whom the Customer is in a legal recognised civil union, where applicable.

• A serious illness of the customer's immediate family member means a medically certified illness or condition that is serious enough to require hospitalization or immediate medical care, and which, as a result, reasonably prevents the Customer from attending the event.

• Accidents refer to sudden, unintended, and external events that cause physical injury to the Customer and prevent them from safely attending the event. Examples may include traffic accidents resulting in injury or hospitalization, or other unforeseen incidents beyond the customer’s control.

• Physician means person, other than a Customer and not related to the Customer by blood or marriage, who is duly licensed to prescribe medication and administer medical treatment within the scope of that licence in the jurisdiction where the treatment is provided.

Exclusions

Refunds under the Refund Guarantee will not be granted for:

• Change of mind or personal preference

• Dissatisfaction with event content, artist performance, or production quality

• Incorrect ticket selection or double booking

• Changes in seating arrangements or seat allocation 

• Non-emergency work or personal commitments

• Failure to arrange and/or delays in transport or accommodation, including missed flights, cancellations, or other travel disruptions

• Late arrival, non-attendance, or leaving the event before its conclusion, including due to traffic or transportation delays

• Misinterpretation or disregard of the event’s published format, terms, or participation conditions (including but not limited to age restrictions, access limitations, or other eligibility requirements) when such information has been clearly disclosed on the event page

• Visa denials or entry restrictions preventing travel to the event location

• Weather conditions (unless the event is officially cancelled)

• Inability to attend the event due to wars, pandemics, government restrictions, or other global or regional events beyond Platinumlist’s control

• Changes in performance order, replacement of supporting artists, or other adjustments that do not affect the main act

Event Cancellation

Without the Refund Guarantee, refunds for cancelled events are processed in accordance with the Organiser’s refund policy and remain the Organiser’s responsibility.

Where a Customer has purchased the Refund Guarantee and event is cancelled, Platinumlist will administer the refund process in accordance with these Terms and will use reasonable efforts to ensure that the applicable refund amount is returned, regardless of the Organiser’s ability to process the refund.

Purchase and Eligibility

To make use of the Refund Guarantee, please note the following conditions regarding purchase and eligibility:

• The Refund Guarantee must be purchased at the time of ticket checkout and cannot be added after the order is completed

• The Refund Guarantee applies only to tickets for which it has been purchased, and only for the person(s) named in the original booking.

• The Refund Guarantee service fee is non-refundable, except where required under applicable law. 

Refund Method

Refunds may be credited to your Wallet account on the Platform where this has been clearly disclosed at the time of purchase and is permitted under applicable law, and may then be used for future purchases in accordance with the applicable Wallet Terms. Where available, you may also submit a request through the Customer Support team for an alternative refund method. Where a refund has already been validly issued to the Wallet in accordance with the applicable Wallet Terms and disclosed process, it may not subsequently be transferred to the original payment method, unless required under applicable law. 

If a refund is requested to be made to the original payment method, processing times will depend on the relevant bank or payment provider.

Submission of Claims

All refund claims must be submitted through the Customer Support team. 

Refund requests must be submitted by the person whose name appears on the relevant ticket or booking, with valid supporting documentation (e.g. ID, medical certification, death certificate, police report), within the timeframe specified for the relevant event or attraction, as displayed at checkout when purchasing the Refund Guarantee or otherwise communicated to the Customer.

Claims submitted before the allowed submission period or based on medical conditions that may reasonably improve before the event date may be deferred or re-evaluated closer to the event.

Claims will not be accepted for tickets that are already used or scanned, or that have expired.

Customers must provide all the following:

• Official documentation supporting the refund reason (e.g., medical certificate, death certificate, police report, etc.)

• For medical-related claims, the certificate must be issued by a licensed physician and must clearly state that the Customer (or their immediate family member, if applicable) was unable to attend the event due to the diagnosed condition

• Valid identification

• Order Number and booking confirmation.

Only tickets covered by submitted documentation will be considered for refund.

Except in cases where the event or attraction is cancelled by the Organizer, refunds under this Refund Guarantee are limited to a maximum amount equivalent to USD 600 (six hundred US Dollars) per order or transaction, payable in the original transaction currency. Any equivalent amount in local currency may vary depending on the applicable exchange rate on the date the refund is processed.

Refunds shall be processed within twenty-one (21) working days from the date on which a complete and valid refund request, together with all required supporting documentation, has been received and verified. 

Incomplete, inaccurate, or fraudulent claims will be rejected without further obligation. In cases where fraud or intentional misrepresentation is suspected, Platinumlist reserves the right to report the matter to the competent authorities, including the competent regulatory, law enforcement, or judicial authorities.

Assessment and Approval

All claims are subject to individual review and verification by Platinumlist.

Platinumlist and/or its appointed claims handler reserve the right to:

• Reject any claim that does not meet the criteria

• Request additional documentation

• Determine eligibility acting reasonably and in accordance with these Terms

• Review and verify the claim.

Platinumlist’s decision on any claim shall be final for the purposes of its internal review process, without prejudice to any rights the Customer may have under applicable law. 

Subject to applicable law, refunds under this Refund Guarantee will not exceed the face value actually paid for the affected ticket.

Liability and Warranties

Nothing in these Terms shall limit or exclude liability where such limitation or exclusion is not permitted under applicable law.

To the extent permitted under applicable law, Platinumlist shall not be liable for any indirect, incidental, punitive, or consequential losses, including but not limited to:

• Lost enjoyment

• Travel or accommodation expenses

• Third-party service costs, except where such limitations are prohibited by applicable law

The total liability of Platinumlist under this Refund Guarantee shall be limited to the amount paid by the Customer for the affected ticket(s), to the extent covered by these Terms and permitted under applicable law.

Platinumlist does not make any express or implied warranties regarding the availability, timing, or outcome of refund claims under this Refund Guarantee, except as expressly stated in these Terms or where required under applicable law. 

This Refund Guarantee is a voluntary contractual service offered by Platinumlist and not an insurance product.

By accepting and purchasing the Refund Guarantee, you agree to these Refund Guarantee Terms and Conditions.

Governing Law and Jurisdiction

These Refund Guarantee Terms and Conditions shall be governed by and construed in accordance with the laws of the Republic of Cyprus. Any dispute arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the competent courts of the Republic of Cyprus, without prejudice to any mandatory consumer rights under applicable law.