Refunds

The policy, in plain numbers

Version 2026-10.v1 · in force since 2026-10-30. Every refund in SceneOnHe is quoted against this page before anyone sees an amount.

When you change your mind

Full refund

Seven days or more before doors: face value, our fee and the tax on it all come back.

100%

Applies from 7 days before doors.

Half refund

Between seven days and 48 hours before doors: half of the ticket value, fee and tax included.

50%

Applies from 2 days before doors.

Window closed

Inside 48 hours of doors the ticket is locked — unless the organiser moves or cancels the show.

Applies from the moment doors open backwards to 48 hours.

What is refundable

Comes back

Ticket face valuethe price you paid
SceneOnHe feesame share as the tickets
Sales tax on that feewe never keep tax you did not owe

Stays with the provider

Payment processingalready paid to the PSP

Cards carry a 2.95% network cost, wallets 2.20%, Raast 0.60%. This is the only line that does not come back on a buyer-change refund — and it is shown before you confirm.

When it is not your decision

The organiser cancels or moves the show

You get everything back — face value, our fee, the tax, and the processing fee. That cost is the organiser's to carry, not yours.

You were charged twice

Duplicate charges are refunded in full, processing included, as soon as the second capture is confirmed.

How the process runs

A deadline, in writing

Every request carries a 72-hour decision deadline. Overdue requests turn red in our console and in yours.

No refund fee

We never charge a percentage to give money back. Zero. The only amount that can stay behind is what the payment provider already took.

Four steps you can see

Requested, approved, sent, received — each with a timestamp and the name of who moved it.

If we cancel, you get everything

When a show is cancelled or moved by the organiser, the processing fee comes back too. That cost is ours to carry, not yours.

Four eyes on large refunds

Above Rs 25,000 the person who files the request cannot approve it. Under Rs 2,500 with a full window, no human has to touch it at all.

File a request from your account, or read the reasoning behind the fee split on the pricing page.