Prime Ticket Refund and Cancellation Policy | What Happens in Every Case
The question that worries ticket buyers most is a simple one: what happens if something changes after I pay? This page answers every case clearly, one by one, whether you are a buyer or a seller on Prime Ticket.
When something happens to the event itself
What happens if the event is cancelled?
If the organizer cancels the event permanently, the full amount you paid comes back to you through the same payment method, with no action needed from your side. We contact you with the details as soon as the cancellation is officially confirmed.
What happens if the event is postponed?
Your ticket automatically remains valid for the new date, with no extra steps needed. If the new date does not suit you, contact the support team before the event date and we will review your case.
What happens if the venue changes?
Your ticket remains valid at the new venue in the same category, and we notify you as soon as the organizer announces the change.
When something happens to the ticket or the order
What happens if the ticket does not work at the gate?
Contact the support team immediately on WhatsApp with your order number and a photo of the problem if you have one. The team verifies the case right away, and if the ticket is confirmed invalid you receive a full refund under the Prime Ticket guarantee.
What happens if your ticket never arrives before the event?
If the seller does not deliver the ticket before the event, the order is cancelled and you receive a full refund, and the seller receives nothing, because seller earnings are only paid out after the transaction completes successfully.
Can I cancel my order if my circumstances change?
Purchased tickets are final, and refunds do not cover a change in personal circumstances or accidental purchases. But instead of losing the ticket's value, you can relist it for sale on the platform in minutes at the price that suits you.
For sellers
I am a seller, when do I receive my earnings?
After the transaction completes successfully, your earnings are added to your wallet on the platform and then transferred to you. If the event is cancelled or the transaction does not complete, no earnings are paid out for that order and the buyer is refunded.
How does the money come back to you?
Every refund goes back through the original payment method: mada, credit card, or Apple Pay. It usually appears in your account within 5 to 14 business days depending on your card's issuing bank. If you paid in installments through Tabby or Tamara, the cancellation is processed through the same provider and the remaining installments stop.
How do you request a refund?
- Contact the support team on WhatsApp or through the contact us page, with your order number ready.
- The team verifies your case and confirms your refund eligibility under this policy.
- The amount goes back through the same payment method, and we notify you as soon as it is processed.
Read next: how the Prime Ticket guarantee protects you step by step, or browse the frequently asked questions about how the platform works.
