Refund Policy

1. General Rule

Tickets are non-refundable unless an event is cancelled, materially changed, rescheduled and you cannot attend the new date, or a return option is expressly made available through our platform. Please check event details carefully before completing your purchase.

2. If We Cancel an Event

If an event is cancelled, the original ticket purchaser will receive a full refund — including the booking fee — to the original payment method used at checkout.

Where possible, refunds will be processed automatically. Please allow up to 5–10 working days for the refund to appear in your account, depending on your bank or payment provider.

3. If We Reschedule an Event

If an event is rescheduled, your ticket will usually remain valid for the new date.

If you are unable to attend the new date, you must contact us within 14 days of being notified of the change to request a refund or credit. After that period, the booking becomes non-refundable. Booking fees are non-refundable on rescheduled events.

4. Material Changes to an Event

If there is a material change to an event — such as a significant venue change, major timing change, or headline artist change — we may offer one of the following at our discretion:

• a refund,
• site credit (Faith Credit),
• or transfer of your ticket to another event.

Minor changes, including changes to support acts, running order, door times, or other non-essential details, do not qualify for a refund.

5. Ticket Return & Waitlist Resale

Where our platform makes a ticket return or waitlist resale function available, you may be able to release your ticket back to the waiting list before the event, subject to availability and cut-off times.

A refund or Faith Credit will only be issued if:

• the return option is available for that event,
• the ticket is successfully reallocated to a waiting list buyer,
• and the ticket has not already been used, transferred, scanned, or invalidated.

If a returned ticket is not successfully reallocated, no refund will be due and the ticket will remain with the original customer. Booking fees are non-refundable on returned tickets.

6. Exceptional Refund Requests

We may review refund requests outside the above cases in limited circumstances, including:

• accidental duplicate purchase,
• a technical error during checkout,
• or other exceptional situations approved by our support team.

Any such refund is entirely at our discretion unless required by law.

7. No Refunds in the Following Cases

Refunds will not usually be given where:

• you can no longer attend,
• you bought the wrong ticket by mistake,
• you failed to receive or read event information sent to your email,
• the event details changed in a non-material way,
• or you purchased a ticket from an unauthorised third party or resale platform.

8. Third-Party Purchases

We are only responsible for tickets purchased directly through faithinstrangers.co.uk and our authorised checkout channels.

We cannot refund, replace, or validate tickets bought through unofficial resale sites, third parties, or private sellers.

9. How to Request a Refund

To request a refund, contact hello@faithinstrangers.co.uk and include:

• your full name,
• order number,
• event name,
• and the reason for your request.

We may ask for further information before making a decision.

10. How Refunds Are Paid

Approved refunds will be made to the original payment method used when the order was placed.

Booking fees, processing fees, donation amounts, and optional add-ons are non-refundable, except where the event is cancelled by us or where required by law.

11. Chargebacks & Fraud

If a payment is disputed or charged back fraudulently, we reserve the right to cancel the associated ticket and customer account while the matter is investigated.

12. Your Legal Rights

Nothing in this policy affects your statutory rights under applicable consumer law.