Refund Policy

389 Tickets is a subsidiary of 389 Group Ltd.

389 Tickets operates solely as a ticket sales and resale platform. We sell tickets on behalf of Event Partners (event organisers, promoters, venues, football clubs and match organisers, bus operators and travel agencies). We do not run the events, matches or trips ourselves.

Refunds are the responsibility of the Event Partner, not 389 Tickets. All refund requests must be directed to the organiser, club, bus operator or travel agency that runs the event, match or trip. 389 Tickets may help with communication but has no obligation to process, approve, deny or fund refunds.

1. What this means for buyers and passengers

• We cannot exchange or refund tickets after purchase, except as set out in this policy.
• Tickets that are lost, stolen, damaged or destroyed are not replaced or refunded. Keep your tickets safe, and do not share your QR code.
• Changing your mind, being unable to attend, arriving late, or missing a bus departure does not qualify for a refund.
• Check the details before you pay, including the date and time, venue or boarding point, stand, seat, and passenger names and phone numbers. Mistakes cannot always be corrected.

2. Event Partner responsibility

• The Event Partner is responsible for the event, match or trip and for every refund decision relating to their listing, including when they cancel, postpone, reschedule or change it.
• If you believe a refund is due under the listing or applicable law, contact the Event Partner directly. You can also reach us at [email protected] or through our Contact Us page and we will try to put you in touch.
• Where an Event Partner authorises a refund and asks 389 Tickets to process it, and we agree to do so, the refund is paid from the Event Partner's balance and returned to the original payment method where possible.

3. Cancelled, postponed or rescheduled events and matches

• If an event or match is cancelled, postponed or rescheduled, any refund entitlement is decided by the Event Partner and applicable law, not by 389 Tickets.
• If an event or match is moved to a new date, your ticket normally stays valid for the new date unless the Event Partner says otherwise. A new date alone does not create a right to a refund.
• Football tickets are for a stand, not a numbered seat. Seating inside a stand is unreserved and subject to the stadium's capacity and rules.
• It is your responsibility to check whether an event or match has changed.

4. Bus trips

• The bus operator or travel agency is responsible for the journey, including departure times, the bus used, luggage, delays, breakdowns and cancellations. Refunds, rebooking or transfers to another trip are decided by them.
• Seats are held for a short time while you pay. If payment does not go through, the seats are released and may be booked by someone else.
• Arrive at the boarding point in good time. Passengers who miss the departure are not entitled to a refund unless the operator agrees.
• If a trip is delayed, rescheduled or moved to another bus, your ticket normally remains valid for the replacement departure unless the operator says otherwise.

5. Force majeure

389 Tickets, Event Partners, venues and operators are not liable for failure or delay caused by circumstances beyond reasonable control, including natural disasters, severe weather, road closures, fuel shortages, epidemics, war, civil unrest, government action, strikes, or power or network failures. In such cases, a cancellation, postponement or change does not create an automatic right to a refund from 389 Tickets, unless applicable law requires it or the listing explicitly says so.

6. Fees paid by buyers

Unless otherwise agreed in writing between 389 Tickets and the Event Partner, or required by applicable law, platform, booking and handling fees are non-refundable, including when an event, match or trip is cancelled, postponed or rescheduled. Where a handling fee is added at checkout, that fee is non-refundable even if the ticket price is refunded.

7. Event Partners: fees are not refunded

Platform fees and payment provider charges are not refundable to Event Partners. This includes the one-time platform fee, the agreed commission on tickets sold, and payment provider charges for collecting payments and sending payouts, even if a listing is cancelled, postponed, rescheduled, unpublished, or sells fewer tickets than expected, and even where the Event Partner refunds its buyers.

• Where an Event Partner-authorised refund is processed through 389 Tickets, the refunded amount is taken from the Event Partner's net balance. The payment provider's charge on the original payment is not returned and remains the Event Partner's cost.
• If a refund is issued after a payout has been sent, the amount may be deducted from future payouts or invoiced to the Event Partner.

8. Contact

Legal and refund policy questions: [email protected]