Refund Guarantee Terms & Conditions The Refund Guarantee is an optional service that provides coverage for specific, unforeseen events that prevent a customer from attending the event or attraction.
Covered situations include:
Death or serious illness of a direct family member
Organiser’s inability/bankruptcy to process a refund upon event cancellation
Accidents or medical emergencies that prevent attendance
For the purpose of this policy:
Medical emergencies — sudden, unforeseen medical conditions that require immediate medical attention, hospitalisation, or surgery.
Examples may include serious injuries, acute illnesses requiring urgent care, or childbirth requiring hospitalisation, as certified by a licensed medical practitioner.
A direct family member includes spouse, parents, children, grandparents or grandchildren, and siblings.
Spouse - the person who is legally married or in a legal civil union with.
A serious illness of the customer's direct family member means a medically certified illness or condition that is serious enough to require hospitalisation 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 hospitalisation, or other unforeseen incidents beyond the customer’s control.
Physician - a person (other than a customer) who is not related to the customer by blood or marriage who is licensed to prescribe drugs and administer medical treatment (within the scope of such license) at the location where the treatment is provided. A physician does not include a naturopath, a herbalist or a homoeopath.
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 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.
Customers who purchased the Refund Guarantee are protected in any case of event cancellation — Platinumlist will handle the refund process directly and ensure that the applicable refund amount is returned, regardless of the Organiser’s ability or policy to 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 under any circumstances.
Refund method
Refunds will normally be credited to your Wallet account on the Platform, where they can be used for future purchases in accordance with the Wallet. Alternatively, you may submit a request via the customer Support team for an alternative method. The customer understands that if a refund has already been issued to the Wallet in accordance with the Wallet Terms, it cannot be subsequently transferred to the original payment method.
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 original booking or ticket within the timeframe specified for the relevant event or attraction, which will be displayed under the “Important Notes” section at checkout when purchasing the Refund Guarantee.
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 of 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 direct 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.
Refunds are limited to a maximum of USD 600 (six hundred United States Dollars) per order/transaction, except in cases where the event or attraction is cancelled by the organiser, and will be paid in the original transaction currency. The equivalent amount in local currency may vary based on the applicable foreign exchange rate on the date the refund is processed.
Refunds shall be processed within twenty-one (21) working days from the date of submission of a valid refund request, subject to receipt and verification of all required documentation.
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 police or judicial bodies.
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 at their sole discretion
Review and verify the claim.
Platinumlist’s decision on any claim shall be considered final within the scope of its internal review process.
Refunds will not exceed the face value of the ticket (excluding service fees, other additional services selected by the customer, or the Refund Guarantee fee).
Liability and Warranties
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 limitation is prohibited by applicable law
The total liability of Platinumlist under this Refund Guarantee is strictly limited to the amount paid by the customer for the affected ticket(s) and only to the extent covered by this policy.
Platinumlist makes no express or implied warranties regarding the availability, timeliness, or outcome of refund claims under this Refund Guarantee.
This Refund Guarantee is a voluntary service, not an insurance product.
By accepting and purchasing the Refund Guarantee, you agree to these Refund Guarantee Terms and Conditions.
