Refunds and cancellations

Ithas Fire checks refund eligibility automatically. The answer depends on the event's state and whether the organiser's funds have paid out.

When a refund is available

Your request is eligible when all of these are true:

• The event hasn't started yet
• The order hasn't already been fully refunded
• The organiser's funds for this order haven't paid out yet

If any check fails, the UI tells you why with a reason code like event_started, already_refunded, past_deadline, or paid_out.

Automatic refunds

When an organiser cancels an event, every buyer is refunded automatically — including the booking fee — within 5 business days.

How to request a refund

1. Open /my-tickets.
2. Click into the order.
3. Click Request refund.
4. Confirm. The refund amount is shown before you submit.

Approved refunds return money to your original payment method. The order status changes to Refunded (full) or Part refunded (partial).

Processing time

• Cards — 5–10 business days to appear on your statement
• Apple Pay / Google Pay — usually same day, up to 5 business days
• ACH / bank account — up to 10 business days

If the automatic check says no

If eligibility denies you but you believe circumstances warrant a refund (accessibility issue, duplicate order, event substantially changed), email [email protected]. Support can sometimes intervene manually.