A Pass marketplace refund request is assessed against the order and settlement state, buyer/seller roles, transfer evidence, buyer confirmation, dispute history, displayed transaction amounts, and applicable law. A model may help route or summarise the case, but deterministic rules and appropriate human review control any refund request.

If a seller does not complete the required transfer, misses an applicable deadline, or cannot provide sufficient evidence, report it before confirming receipt. Pass may hold settlement, request more evidence, contact the parties through approved channels, move the order into review, and request an eligible refund through the approved payment/settlement workflow.

Report an invalid, duplicated, cancelled, already-used, wrongly described, or admission-rejected ticket promptly with the safest available evidence. Do not send a live QR/barcode through ordinary support. Pass may compare issuer information, transfer records, claims, and event details and may hold settlement while the case is reviewed.

A buyer’s change of plans does not automatically unwind a completed secondary-market transaction. Any cancellation request depends on the current order state, whether funds or tickets have moved, the seller’s position, issuer rules, displayed terms, and rights that apply under South African law. Contact Support before taking another action.

The organiser or original issuer—not Pass—usually controls the underlying event remedy. A postponement, date or venue change does not always produce the same outcome as cancellation.

In a secondary sale, the issuer may refund only the original purchaser. The secondary buyer is not guaranteed a direct issuer refund. If the seller receives an issuer refund affecting a Pass order, Pass may require the seller to cooperate and may use the confirmed issuer refund, order state, settlement status, and applicable rules to determine the next marketplace step. Pass does not guarantee recovery until funds and responsibility are verified.

Report a suspected duplicate, failed, or incorrect payment immediately and do not repeat payment unless the approved payment flow clearly instructs you to do so. Pass will compare provider references and order state. Idempotent processing is used to avoid repeating a refund request, but provider investigation may still be required.

Buyers pay the ticket price and a R4.49 Pass service fee per ticket. Pass currently does not add a separate payment and settlement provider fee. Sellers pay no listing fee and a 5% commission only on a successfully completed sale. Refund treatment for the Pass service fee depends on the reason, provider outcome, displayed transaction terms, and applicable law. Pass does not promise that the fee is always refundable or always non-refundable.

Nothing on this page excludes or limits rights that cannot lawfully be excluded under applicable South African law. The final application of the Consumer Protection Act, Electronic Communications and Transactions Act, VAT/tax rules, and fee-refund treatment to Pass’s marketplace model will be legally reviewed before live launch.

Use Support with the Pass order reference, a concise description of what happened, the original issuer/source, relevant dates, and safe evidence references. Do not publish private transfer details, payment credentials, identity documents, or live ticket codes. Pass may ask for more information or escalate the matter for human review.