Refund policy
When tickets are refunded, who issues the refund, and how long it takes. Read alongside our Terms of service.
Last updated: 29 April 2026.
1. The principle
BoxxTicket sells tickets as agent of the event organiser. The organiser is the merchant of record for the ticket face value; BoxxTicket is the merchant of record for the service fee. Refunds therefore have two parts that follow different rules.
2. When you are entitled to a full refund
You are entitled to a refund of the ticket face value and the BoxxTicket service fee in the following cases:
- The organiser cancels the event in full.
- The event is rescheduled or moved to a different venue and you do not wish to attend the new date or location. The window for this and the deadline to claim are set by the organiser and stated on the event listing.
- The ticket is voided due to a BoxxTicket error (signing key regeneration, accidental refund, etc.).
3. When the service fee is non-refundable
The BoxxTicket service fee covers the cost of issuing, securing and delivering your ticket. It is non-refundable if:
- You request a refund for personal reasons (change of plans).
- You miss the event or arrive after doors close.
- The organiser denies entry due to your conduct or breach of venue rules.
- You did not provide the correct email or phone for delivery.
The face value in these cases is at the organiser’s discretion. Some events offer goodwill refunds; the event listing states the policy.
4. How to request a refund
- Email [email protected] with your order reference, the email used at checkout, and the reason.
- If the request meets the criteria in section 2, we initiate the refund. If it requires the organiser’s sign-off, we forward the request and follow up.
- Approved refunds are pushed back through the original payment method. Settlement timing depends on Paystack and your card or mobile-money provider.
5. Refunds for a cancelled event
When an organiser cancels, BoxxTicket initiates refunds for all affected orders as soon as the official cancellation notice is received. You do not need to apply individually — refunds run automatically and you will receive a confirmation email.
6. Partial attendance and partial refunds
We do not issue partial refunds for multi-day events you only partially attended, unless the event listing explicitly offers per-day pricing.
7. Voided tickets
Tickets voided for fraud (counterfeit, duplicate scan, suspected scalping) are not refunded. The buyer of the original valid ticket is unaffected.
8. Chargebacks and disputes
If you believe a ticket was charged to your card without authorisation, contact us first — we will investigate and refund promptly if the claim is valid. Filing a chargeback before contacting us forfeits the BoxxTicket service fee in any subsequent settlement, since chargebacks are costly to operate.
9. Statutory rights
Nothing in this policy limits your statutory rights as a consumer under Ghanaian law. The right to a refund of the ticket face value when an event is cancelled by the organiser cannot be waived by either party.
10. Contact
Refund questions: [email protected].