Ticket Refund Guarantee FAQ

What is the Ticket Refund Guarantee?

If you choose to add the ticket refund guarantee to your ticket purchase, you will receive a 100% refund if you cannot make the event for the reasons stipulated below.

Please note: This is different to Event Cancellation.

How is it different to Event Cancellation?

Event cancellation is when the event organiser needs to cancel the event. Refunds under this type of cancellation may or may not be covered by an insurance policy the event organiser has taken out.

Ticket Refund Guarantee is when the event is still happening, but you are not able to attend anymore. The guarantee is only valid if the reason you cannot attend is covered under the categories listed below.

How much does it cost?

10% of the ticket cost added as a separate line item to your basket.

Can I request a refund if I did not add the guarantee to my basket?

No. Unless it is covered under our Refund Policy in our Terms & Conditions.

Does Easyreg process the refund?

No. Easyreg provides this option to our customers, but it is administered by SureStart Online Financial Services FSP. 47233.

A SureStart agent is available to assist regarding this guarantee on: 087 550 6726.

How do I request a refund on my ticket?

1. Download and complete the Refund Request Form.
2. Collect the supporting documents listed below for the category you are claiming under.
3. Send the completed claim form with the supporting documents to: ticketrefunds@surestart.co.za.
4. Should you need to speak to someone, a SureStart agent is available on 087 550 6726.
5. A valid refund is typically approved within 4 working days and paid into your bank account within 2 working days.

What reasons am I covered for with the Ticket Refund Guarantee and what do I need to submit?

1. Incapacity of the Ticket Holder(s) to attend a ticketed event due to their own or immediate family's Death, Accidental Bodily Injury or illness first commencing post booking and prior to the Ticketed Event.

   Required documents: Accident report / Hospital or Clinical Report / Doctors note / Dated receipt of self-medication / Death Certificate of the deceased.

2. Adverse weather conditions* that make it physically impossible for a Ticket Holder(s) to attend the ticketed event at the specified venue but does not result in the Ticketed Event being Cancelled, Abandoned, Postponed, Curtailed or Relocated.

   *Adverse weather conditions, as defined in this category, refers to extreme weather conditions that are dangerous, life-threatening and might cause damage to the infrastructure or disrupt normal day-to-day activities. These conditions are limited to alert levels 5 to 10 weather warnings according to the South African Weather Service warnings matrix.

   Required documents: Time-stamped photographic proof of adverse weather conditions preventing attendance OR official weather warning notice of alert levels 5 to 10 from the South African Weather Service.

3. Travel Delay due to either a (1) delay or cancellation of flight, (2) the theft of Ticket Holder's vehicle, or (3) the mechanical failure of, or accidental damage to the transport in which the Ticket Holder(s) is travelling to the Ticketed Event and/or collecting their tickets from either the Venue or a designated collection point.

   Required documents: Mechanic's report or relevant invoice or photographic evidence in the event of minor damage preventing the ability to travel but not requiring a mechanic. / Accident report / Police Report / Confirmation from relevant Air Carrier or Agents / Verified news report and timestamped screenshot of unavailability of e-hailing services.

4. The unavoidable requirement for the Ticket Holder(s) to remain at home or place of business due to serious damage to the Ticket Holder(s) Home or Place of Business caused by fire, aircraft, explosion, storm, flood, subsidence, earthquake, falling trees, burst pipes, lightning, malicious persons or theft.

   Required documents: Time-stamped photographic evidence of serious damage to their home or Place of Business.

5. The Ticket Holder(s) being summoned to appear at Court Proceedings or as a witness where the witness summons was first received by the Ticket Holder(s) after the date of Booking.

   Required documents: Official Summons letter.

6. The Ticket Holder's inability to attend a Ticketed event due to either being unexpectedly required by their employer, outside the ordinary scope of their work to conduct business affairs on the day of the Ticketed event or due to their employer's unexpected change of business address. The refund is subject to the Ticket Holder being made aware of the unexpected change post their booking of the Ticketed event.

   Required documents: Letter on company letterhead from the Ticket Holder's employer confirming unexpected circumstances resulting in the abnormal and unusual requirement of the Ticket Holder to conduct business affairs on the day of the Ticketed event.

7. The Ticket Holder(s) being unexpectedly called in for duty as a First Responder to attend a major accident or emergency in order to provide aid or relief. First Responder means a Ticket Holder whose job entails being the first on the scene of an emergency, such as a firefighter, healthcare practitioner, disaster relief services, or a member of the defence force or police services, whether the job is voluntary or otherwise.

   Required documents: Confirmation letter on a company letterhead from the Ticket Holder's employer or organization.

8. The Ticket Holder(s) inability to attend a Ticketed Event due to unexpectedly being retrenched by their employer with whom they have been permanently employed for an uninterrupted period of 2 years, but not due to voluntary retrenchment or disciplinary action. The ticket holder has to be notified of their retrenchment after purchasing the ticket/s for the ticketed event and not after the ticketed event has commenced.

   Required documents: Confirmation letter on a company letterhead from the Ticket Holder's employer of retrenchment and years of employment.

9. The Ticket Holder(s) inability to attend a Ticketed Event which is now postponed, after the ticket holder's Booking was made. The ticket holder's inability to attend should be due solely to a pre-existing engagement that the Ticket Holder(s) has committed to attending prior to the date of the first announcement of the postponement.

   Required documents: Proof of the Ticketed Event being postponed and additional evidence of the invite being received by the Ticket Holder prior to the first announcement of the postponement of the Ticketed Event. (screenshots are required to show the date the message or invite was received)

10. The Ticket Holder(s) inability to attend a Ticketed Event due to a change of dates for education examinations conducted by an education institution such as a school, college or university where the Ticket Holder is registered. New examination dates should be on the date of the Ticketed Event but not more than 7 days after the event.

    Required documents: Confirmation letter on the letterhead of the educational institution advising of the change in examination dates.

11. The Ticket Holder(s) inability to attend a Ticketed Event due to theft of their physical ticket, where the booking agent is unable to provide a replacement ticket to the Ticket Holder(s).

    Required documents: Police affidavit and case number / An email from the booking agent that they cannot replace the tickets.

Conditions of refund:

• The Ticket Holder must as soon as practicably possible give written notice of a claim but, not later than 30 days after the ticketed event has taken place, and provide all requested documents within 30 days following the request from the designated claims handler. Should a valid loss occur the refund will be due to the Ticket Holder once the ticketed event has taken place or the ticket has been officially cancelled whichever may come first.
• In the case of multiple tickets purchased and a claim is made for all the tickets, the relevant supporting evidence (such as doctor's notes, a letter from the employer, etc) should correspond and equate to the number of tickets holders claimed for, or alternatively a compelling thorough reason as to why the other individuals are due a refund will be required and accepted only at the discretion of the Insurer.
• To provide sufficient evidence as required in the category claiming under.
• Valid refunds will additionally require a stamped proof of bank account details not older than 3 months to be processed.

Exclusions:

Notwithstanding anything to the contrary within this Refund Guarantee, the insurer shall not be liable to make any payment whatsoever in connection with, arising out of, based upon or attributable to any infectious or communicable virus, or any declared or classified epidemic or pandemic, and/or any mutation or variation of any such infectious or communicable virus, bacteria or disease, epidemic or pandemic.

Can I sell my ticket and request a refund?

No. As soon as a refund is logged against a ticket, the ticket becomes unusable at the event to prevent fraud.