Refund Guarantee Service: Coverage and Conditions for Ticket Cancellations
The Refund Guarantee service offered by Platinumlist provides customers with the option to request refunds for tickets under specific, predefined circumstances. Below, we outline the key details, eligibility criteria, and requirements for using this service.
Overview of the Refund Guarantee Service
The Refund Guarantee is an optional add-on available during checkout. It allows customers to request refunds for tickets in certain situations, such as event cancellations or emergencies. However, it does not cover discretionary cancellations or reasons outside the specified conditions. The Refund Guarantee fee itself is non-refundable.
Eligibility Criteria for Refunds
Refunds under the Refund Guarantee are only granted if the reason for cancellation aligns with the following covered scenarios:
Event or Attraction Cancellation: If the event or attraction is completely canceled by the organizer.
Medical Emergencies: Situations requiring hospitalization, such as intensive care confinement, car accidents, childbirth, or serious injuries.
Immediate Family Emergencies: Serious illness, injury, or death of an immediate family member (e.g., spouse, parents, children, grandparents, siblings).
Non-Eligible Scenarios
Travel-related issues, such as visa delays or failure to obtain a visa.
Discretionary cancellations or reasons not listed in the Refund Guarantee terms.
Required Documentation
To process a refund request, customers must provide the following:
Official certificates or documentation supporting the claimed reason (e.g., medical certificates, police reports).
Valid identification.
Proof of the claimed reason for cancellation.
Submission and Processing Timelines
Submission Window: Refund requests must be submitted within 3 days after the event.
Processing Time: Refunds are typically processed within 7–15 working days after the event.
Refund Limits and Exclusions
Refunds are capped at USD 600 per order/transaction, except for canceled events.
Used or scanned tickets are not eligible for refunds.
The Refund Guarantee service fee is non-refundable.
How to Request a Refund
Verify that your situation aligns with the covered scenarios listed in the Refund Guarantee terms and conditions.
Gather the required documentation, including your order number, official certificates, and proof of the claimed reason.
Submit your refund request through the designated support channel within the specified timeframe.
Frequently Asked Questions
Can I cancel the Refund Guarantee add-on and get a refund for it?
No, the Refund Guarantee fee is non-refundable once purchased.
What happens if I have non-refundable tickets and did not purchase the Refund Guarantee?
Refunds are not available for non-refundable tickets without the Refund Guarantee. You may consider transferring the tickets to someone else who can attend the event.
How can I check if my booking includes the Refund Guarantee?
Bookings with the Refund Guarantee will have this option explicitly added to the order. By understanding the Refund Guarantee service and its conditions, customers can make informed decisions about their ticket purchases and refund requests.