389 Tickets is the online ticketing platform of 389 Xperience, a 389 Agency brand. Our trading name is 389 Agency.
389 Tickets sells tickets on behalf of event organizers ("Event Partners"). This policy explains when refunds may be available for online ticket purchases.
1. All online sales are final
- All online ticket sales on 389 Tickets are final and non-refundable, except where an event is cancelled as described below.
- We cannot issue exchanges or refunds after a purchase has been made.
- Tickets that are lost, stolen, damaged, or destroyed are not eligible for replacement or refund. Please keep your tickets in a safe place.
- Changing your mind, inability to attend, or travel issues do not qualify for a refund.
2. Cancelled events
- If an event is cancelled by the Event Partner, you may be entitled to a refund of the ticket face value from the responsible party.
- When refunds are opened for a cancelled event, contact us at support@389xperience.com or via our Contact Us page with your order number and event name.
- Approved cancellation refunds are returned to the original payment method used at checkout, where possible.
- Once refunds are available for a cancelled event, you should submit your request within a reasonable time. We may close refund processing after twelve (12) months from the original event date unless otherwise communicated.
3. Postponed or rescheduled events
- If an event is postponed or rescheduled, your ticket will typically remain valid for the new date unless the Event Partner states otherwise.
- Postponement or rescheduling alone does not automatically entitle you to a refund unless the Event Partner authorizes one or the event is ultimately cancelled.
- It is your responsibility to check whether an event has been cancelled, postponed, or rescheduled.
4. Processing time
- Eligible cancellation refunds are reviewed by our support team after we receive Event Partner authorization.
- Once approved, refunds usually take 7–10 business days to reflect, depending on your bank or mobile money provider.
- Check the original purchase date on your statement when confirming whether funds have returned.
5. Non-refundable fees
Platform, booking, and payment processing fees are non-refundable, including when an event is cancelled or postponed, unless required by applicable law.
6. Organizer payouts
Approved attendee refunds for cancelled events reduce the Event Partner's net balance. If a refund is issued after a payout has been sent, the amount may be deducted from future payouts or invoiced to the organizer.
7. Contact
Refund questions for cancelled events: support@389xperience.com