FootyPass Legal
Refund Policy
This Refund Policy explains when a FootyPass ticket purchase may qualify for a refund, how refund requests are assessed, and how approved refunds are processed.
1. Purpose and Scope
This Refund Policy explains circumstances in which a ticket purchase made through FootyPass may qualify for a refund or other appropriate remedy.
1.1 Eligible Orders
This Policy generally applies to qualifying ticket orders completed through the authorised FootyPass checkout and payment process.
1.2 Assessment of Claims
Refund eligibility depends on the circumstances of the order, available evidence, applicable FootyPass policies, and any mandatory consumer rights.
1.3 Buyer Protection
Certain refund claims may also be assessed under the FootyPass Buyer Protection Policy.
1.4 Third-Party Transactions
Payments or ticket arrangements made independently outside FootyPass may not qualify for refunds administered by FootyPass.
1.5 Mandatory Rights
Nothing in this Refund Policy removes or limits refund or consumer rights that cannot lawfully be excluded.
2. Cancelled Events
Where an event is cancelled and will not take place as scheduled or on a replacement date, FootyPass may assess affected eligible orders for a refund or other remedy.
2.1 Confirmation of Cancellation
FootyPass may wait for reliable confirmation from the organiser, venue, ticket issuer, governing body, or another appropriate source before treating an event as cancelled.
2.2 Eligible Orders
A confirmed cancellation may make an affected FootyPass order eligible for a refund subject to the circumstances and applicable rights.
2.3 Seller Proceeds
FootyPass may withhold, reverse, deduct, or recover seller proceeds associated with an eligible refunded order where permitted by applicable terms and law.
2.4 Original Issuer Refunds
FootyPass may consider information concerning refunds, credits, or remedies made available by the original ticket issuer where relevant to resolving the transaction.
2.5 Partial Cancellation
Where only part of an event, order, or ticket entitlement is affected, FootyPass may determine an appropriate proportionate remedy.
2.6 Consumer Rights
Any refund decision relating to cancellation remains subject to mandatory rights that apply to the buyer.
3. Postponed, Rescheduled and Changed Events
A postponement, rescheduling, kick-off change, or other event modification does not necessarily mean that a ticket has been cancelled or that an automatic refund is due.
3.1 Postponed Events
Where an event is postponed and expected to take place later, FootyPass may wait for information concerning the rescheduled event before determining the appropriate treatment of affected orders.
3.2 Rescheduled Events
Existing tickets may remain valid for a rescheduled event where confirmed by the organiser or ticket issuer.
3.3 Date and Time Changes
Football fixtures may change date or kick-off time. Refund eligibility following such a change depends on applicable rights, policies, and the circumstances.
3.4 Venue Changes
Where an organiser changes the venue, FootyPass may assess whether existing tickets remain valid and whether any additional remedy is appropriate.
3.5 Material Changes
A significant event change may be assessed differently from a minor scheduling adjustment where applicable law or FootyPass policy requires it.
3.6 Official Information
Buyers should check reliable event information before travelling because fixture details can change after a ticket is purchased.
4. Non-Delivery and Incorrect Tickets
An eligible buyer may qualify for a refund or other remedy where a seller fails to deliver the purchased ticket or supplies a materially incorrect ticket.
4.1 Non-Delivery
FootyPass may provide an appropriate remedy where a qualifying ticket is not delivered within the applicable final fulfilment timeframe.
4.2 Delayed Ticket Release
A ticket is not necessarily considered undelivered merely because the original issuer has not yet released it, particularly where release commonly occurs close to the event.
4.3 Incorrect Ticket
A remedy may be available where the ticket supplied materially differs from the ticket purchased and the difference is not an authorised or accepted substitution.
4.4 Delivery Evidence
FootyPass may review transfer records, emails, screenshots, ticket files, timestamps, or other delivery evidence when determining whether fulfilment occurred.
4.5 Buyer Cooperation
The buyer must take reasonable steps necessary to receive, download, accept, transfer, or access a properly delivered ticket.
4.6 Remedy
Depending on the circumstances, an eligible non-delivery or incorrect-ticket claim may result in a refund or another remedy permitted under FootyPass policies and applicable law.
5. Invalid Tickets and Failed Entry
A refund may be available where a qualifying ticket supplied through FootyPass is invalid or materially defective and this causes the buyer to be refused entry.
5.1 Invalid Ticket
FootyPass may investigate tickets reported as cancelled, duplicated, already used, counterfeit, or otherwise invalid for the represented admission.
5.2 Reporting Failed Entry
Buyers should report a ticket-related refusal of entry as soon as reasonably possible and explain what occurred.
5.3 Evidence
FootyPass may request ticket records, screenshots, scan information, photographs, venue communications, or other reasonable evidence supporting the claim.
5.4 Venue Confirmation
Where reasonably available, information from the venue, organiser, issuer, or ticketing system may be considered when investigating validity.
5.5 Non-Ticket Reasons
A refund may not be due under this section where entry was refused for reasons unrelated to ticket validity, such as attendee conduct or failure to comply with lawful venue requirements.
5.6 Seller Investigation
FootyPass may request information or evidence from the seller before determining the claim.
5.7 Eligible Refund
Where FootyPass confirms a qualifying ticket-validity problem, an appropriate refund or other remedy may be provided subject to applicable rights and policies.
6. Materially Inaccurate Listings
A refund or other remedy may be available where material information in a ticket listing was inaccurate or misleading and materially affected what the buyer received.
6.1 Material Difference
A claim may arise where the delivered ticket materially differs from important information presented in the listing.
6.2 Ticket Location
Material inaccuracies concerning the applicable stand, block, section, category, row, or other relevant ticket location may be investigated.
6.3 Undisclosed Restrictions
Known restrictions that should have been disclosed but were materially omitted may be considered when assessing eligibility.
6.4 Minor Differences
Minor differences that do not materially affect the ticket or represented admission may not justify a full refund.
6.5 Evidence
FootyPass may compare the original listing, supplied ticket, seller information, and other relevant evidence when assessing the claim.
7. Requesting a Refund
Buyers requesting a FootyPass refund should provide sufficient information for the relevant order and circumstances to be identified and investigated.
7.1 Order Reference
A refund request should identify the affected FootyPass order using the available order reference or other requested transaction information.
7.2 Reason for Request
The buyer should clearly explain why a refund is requested and what problem affected the ticket or transaction.
7.3 Supporting Evidence
FootyPass may request screenshots, ticket files, transfer records, payment information, venue communications, photographs, or other reasonable supporting evidence.
7.4 Timely Reporting
Buyers should report problems promptly, particularly where FootyPass may still be able to investigate or assist before an event takes place.
7.5 Accurate Information
Refund requests and supporting materials must be truthful and must not be fabricated, altered, or intentionally misleading.
7.6 Additional Information
FootyPass may request further information from the buyer or seller where existing evidence is incomplete or conflicting.
8. Refund Method and Processing
Approved monetary refunds will normally be returned through the original payment method where reasonably possible, subject to payment-provider processes and applicable requirements.
8.1 Original Payment Method
Where reasonably possible, FootyPass will initiate an approved refund to the payment method used for the original transaction.
8.2 Processing Time
The time required for refunded funds to appear may depend on the bank, card issuer, payment processor, payment method, and other circumstances outside FootyPass control.
8.3 Refund Status
FootyPass may record and communicate relevant information concerning the processing or completion status of an approved refund.
8.4 Currency
Refunds will generally be processed using the currency associated with the relevant transaction, subject to payment-provider functionality and applicable requirements.
8.5 Exchange Rates and Bank Charges
Where currency conversion or external banking charges apply, the final amount appearing in an account may be affected by a bank or payment provider outside FootyPass control, subject to applicable consumer rights.
9. Refund Exclusions and Limitations
Not every circumstance affecting a ticket purchase creates an automatic right to a FootyPass refund, although mandatory consumer rights always remain unaffected.
9.1 Change of Mind
A buyer is not automatically entitled to a FootyPass refund merely because they change their mind or can no longer attend, particularly where applicable law excludes a general cancellation right for a date-specific leisure service.
9.2 Travel and Accommodation
Unless required by applicable law, FootyPass refunds do not ordinarily cover separately purchased travel, accommodation, meals, or other external expenses.
9.3 Buyer Conduct
A refund may not be available where entry fails because of attendee misconduct or failure to satisfy lawful venue requirements rather than a problem with the ticket.
9.4 External Transactions
FootyPass generally cannot refund payments made independently to a seller or another party outside the authorised FootyPass checkout.
9.5 No Double Recovery
A buyer must not obtain multiple reimbursements for the same loss. FootyPass may consider chargebacks, issuer refunds, insurance payments, or other compensation already received.
9.6 Mandatory Rights Preserved
Nothing in this section limits a refund, cancellation, or other remedy that applicable law requires to remain available.
10. Disputes, Policy Updates and Support
FootyPass may investigate disputed refund decisions and may update this Refund Policy as marketplace practices, payment arrangements, or applicable requirements develop.
10.1 Refund Disputes
A buyer who believes a refund decision was based on incomplete or incorrect information may contact FootyPass and provide relevant additional evidence.
10.2 Payment Disputes
Nothing in this Policy removes rights a buyer may lawfully have through a payment provider, although multiple recoveries for the same loss are not permitted.
10.3 Policy Updates
FootyPass may revise this Refund Policy to reflect changes to services, ticketing practices, payment processes, Buyer Protection, or applicable law.
10.4 Existing Rights
Policy changes will not retrospectively remove rights that cannot lawfully be removed from an existing transaction.
10.5 Customer Support
Buyers requiring assistance with a refund request may contact FootyPass through the support methods provided on the platform.