// Buyers
Request a refund
A purchased ticket is not refundable as a matter of right: buying a ticket online for a set date carries no cooling-off period. The event organiser decides, and the platform forwards, tracks and arbitrates when things stall.
Make a request
Requests are made from your account, on the order concerned: that is how we check the tickets are yours.
The decision belongs to the event organiser. Without an answer, we remind them at day 3 and day 7; at day 14, E-Cosplay takes over the case. A refusal can be contested from your account.
How a request unfolds
- You sign inFrom your account, you open the order concerned and start a refund request.
- You choose the ticketsYou pick the tickets to be refunded: a request may cover only part of an order.
- You explain whyYou state the reason for your request. A confirmation email is sent to you straight away.
- The organiser is notifiedThey receive your request by email and handle it as quickly as they can. Automatic reminders are sent if they do not answer.
- The decision reaches youAccepted or refused, you get an email either way. If accepted, the refund goes back to the original payment method.
- You can contest itIf the answer seems unjustified, a button lets you ask the platform to step in and review the case.
What is possible, and what is not
- Event finished
- No request possible: the event has taken place. An unused ticket is not refunded.
- Event under way
- Requests close as soon as the event begins.
- Event cancelled or postponed
- The organiser must refund the tickets: they are responsible for the event and its ticketing. The platform chases them and may refund itself if they stay inactive.
- Service fees
- When a ticket is refunded, the platform commission goes back with it. Payment processing fees stay with Stripe.
The detail is in the terms of sale . For any question, use our contact form .