REFUND & CANCELLATION

Last updated: 1 October 2025

This policy covers (1) Events/Shows, (2) E-Books & Audio Stories (digital), (3) Products Sold & Shipped (physical goods), and (4) Organizers/Agents who use our platform. It’s written in plain English and doesn’t limit any rights you have under South African law.

1) Events / Shows (tickets)

1.1 If we cancel or materially change the event

  • You may choose a full refund (including fees) or a transfer to the new date/time (subject to availability).
  • If a performance is postponed for safety/operational reasons (e.g., load shedding, venue failure), you may accept the new date or request a full refund.

1.2 If you need to cancel
A reasonable cancellation fee may apply based on timing:

  • 14+ days before show: 100% refund, less 10% admin fee
  • 7–13 days before show: 50% refund
  • 3–6 days before show: 25% refund
  • Under 72 hours or no-show: No refund
    Compassionate exceptions (e.g., medical emergency/hospitalisation with proof) may be considered.

1.3 Non-refundable (events)

  • Used/partially used tickets, late arrivals after admission cut-off, or no-shows.

1.4 How to request (events)

2) E-Books & Audio Stories (digital)

2.1 Before download starts

  • If you haven’t downloaded the file yet, you may cancel within 7 days of purchase for a full refund.

2.2 After download begins

  • Once a download has started (our system logs this), refunds are not available, unless the file is defective/corrupted.
  • If defective, we’ll re-provide the file or refund if we can’t fix promptly.

2.3 Download limits

  • Each purchase currently includes 2 downloads per item. We generally don’t reset used/expired downloads unless there’s a verified technical fault on our side.

2.4 How to request (digital)

3) Products Sold & Shipped (physical goods)

3.1 Return window & eligibility

  • You may return unused, unopened items within 14 days of delivery.
  • Items must be in original packaging with all accessories/tags.
  • Proof of purchase (order number or receipt) is required.
  • Do not send returns to the manufacturer — wait for our RMA instructions.

3.2 Non-returnable items (physical)

  • Opened/used items that cannot be resold for hygiene/safety reasons.
  • Customised / made-to-order goods.
  • Final-sale/clearance items (only defective-on-arrival may be returned).
  • Gift cards (non-refundable).

3.3 Wrong item / size exchange / defective or damaged

  • Incorrect item (our error): we cover return shipping and replace or refund.
  • Size exchange (if applicable): you cover return shipping to us; we ship the replacement back at standard courier rates.
  • Defective/damaged on arrival: notify us within 7 days with photos (item + parcel label). We’ll repair, replace, or refund. We cover reasonable return shipping on verified defects/damage.

3.4 Sale items

  • Sale/discounted items follow the same rules unless marked “final sale.”

3.5 Returns process (RMA – Return Merchandise Authorisation)

  • Email support@tmtheatre.co.za to request an RMA; we’ll reply with the return address and simple instructions.
  • Until you have an RMA, please don’t ship the item.
  • For higher-value returns, we recommend trackable shipping.

3.6 Refund method & timing

  • Refunds are processed to the original payment method (PayFast/Ozow) within 5–10 business days after we receive and inspect the return.
  • Late or missing refunds:
    1. Re-check your bank.
    2. Contact your card issuer/bank (posting delays happen).
    3. If still missing after 10 business days, email accounts@tmtheatre.co.za.

3.7 Gifts

  • Gift cards: non-refundable.
  • Gifted physical items: if marked as a gift and shipped directly to you, approved returns may be credited as store credit to you; otherwise refunds go to the original purchaser.

4) Organizers / Agents (platform users)

This section applies to individuals or entities that create events/listings or sell through our platform. It clarifies fees, payouts, scanning/box-office services, and responsibilities.

4.1 Annual organizer/agent platform fee / Organizer Membership (yearly access) — non-refundable

  • The annual organizer/agent fee and Organizer Membership (yearly access) are strictly non-refundable once access is granted (e.g., upon payment confirmation or first use of organizer tools), including but not limited to account closure, inactivity, event cancellations, listing mistakes, rejections, or policy breaches.

4.2 Fees deducted before payout
From gross ticket sales, before organizer payout we deduct:

  • Payment gateway/bank processing fees, plus
  • an Event Sales Service Fee of 7% (platform/service fee).
    Where applicable, taxes on fees may also be deducted.

4.3 Payout timing

  • Standard organizer payouts are made 5–7 working days after the event date (or the final performance of a multi-day event).
  • Payouts may be delayed by bank/gateway processing times, chargebacks, or compliance checks.

4.4 Cancellations, attendee refunds & fees

  • If an organizer cancels or materially changes an event, attendees are entitled to a refund or transfer (see Section 1).
  • All attendee refunds, associated gateway charges, and reasonable admin costs may be netted from organizer payouts or invoiced to the organizer.
  • Payment gateway charges, platform fees, and transaction fees are non-refundable to organizers except where a gateway explicitly returns such fees.

4.5 Chargebacks & disputes

  • Where attendees dispute charges or initiate chargebacks, we may withhold or deduct the disputed amount, gateway/bank fees, and a reasonable admin fee from organizer payouts until resolution.

4.6 Box Office & scanning services (by The Masked Theatre)

  • If The Masked Theatre Pty Ltd is required to run the box office and/or scan tickets on-site, additional service fees, transport fees, and accommodation fees will apply and must be quoted and accepted in advance.
  • These fees may be invoiced or deducted from organizer payouts.

4.7 Self-scanning by organizer (devices & signal)

  • If the organizer performs their own scanning, The Masked Theatre Pty Ltd takes no responsibility for:
    • network/signal availability, Wi-Fi performance, or provider outages;
    • device faults, dead batteries, OS/app issues, or user error.
  • Each scanning device must be registered with us in advance; unregistered devices cannot be used to scan an event on our system. We will provide the registration process and cut-off times.
  • The organizer is responsible for ensuring sufficient devices, power/battery, and connectivity for the venue and audience size.

4.8 Listing errors & content responsibility

  • Organizers/agents are solely responsible for their listings and materials, including spelling, grammar, images, logos, video, music, branding, age ratings, copyrights/permissions, schedules, prices, and availability.
  • Refunds or remedial costs arising from misrepresentation or material errors in an organizer’s listing may be charged to the organizer and deducted from payouts.

4.9 Payout adjustments & holds

  • We may place temporary holds on payouts where we suspect policy violations, high chargeback risk, inaccurate listings, or pending attendee refunds.
  • Where refunds are due, we may net-off owed amounts against current or future payouts.

4.10 Support contacts for organizers

Contact & Notices (customers)

Legal & Updates

This policy is issued by The Masked Theatre Pty Ltd and interpreted under South African law. We may update this policy to reflect operational or legal changes. The “Last updated” date shows the current version.