Refund & Cancellation Policy

This policy applies to Ashvyn-ticketed events — events you register for, or buy tickets to, through Ashvyn GO. Each event page also shows the organiser’s own refund information; read it before you commit. Where this policy and the organiser’s information differ, whichever is more favourable to you applies, and neither limits your rights under New Zealand law (see “Your statutory rights”).

External listings are shown for discovery only. Ashvyn is not the organiser or ticket seller for them, holds no booking or payment for them, and has no refund role. Refunds, cancellations and entry questions go to that event’s own organiser or ticket seller through their official page.

The organiser is responsible for delivering the event and for deciding to change, postpone or cancel it. Ashvyn is responsible for the ticketing service, for the fees it charges, and for handling refunds of money it collected. Where money was paid through Ashvyn checkout, contact us — you do not need to chase the organiser first.

A free registration has no payment, so there is nothing to refund. If an Ashvyn-ticketed event with no paid orders (a free event) is cancelled, the tickets for that event stop being valid and we email the people who registered, at the address they registered with. Please also check the event page: an email can be delayed or filtered, and we cannot promise it will reach every inbox.

If any order for an event involved a payment — including an event that offers both free and paid tickets — we do not send this automatic email. We handle that event individually, as described under “Paid events that are cancelled” below.

If you can no longer attend a free event, you do not need to do anything, though letting the organiser know is courteous.

If a paid event is cancelled, you are entitled to a refund of the amount you paid for the affected tickets, including any booking or service fee charged on them. We do not treat fees as non-refundable when the event does not go ahead.

Refunds go back to the original payment method where that is possible. Your entitlement does not depend on how we process it, but so that you know what to expect: we currently handle paid-event cancellations and refunds individually and manually. There is no automated cancellation email or automatic refund for paid events at the moment, so if you bought a ticket to an event that has been cancelled, email us at tickets@ashvyn.co with your order details and we will arrange your refund.

If an event is postponed, your ticket normally stays valid for the new date. If the new date is not reasonably suitable, you can ask for a refund and we will consider it fairly, having regard to how different the new date is from the one you booked and to your statutory rights.

If a significant change is made after you buy — such as a different venue, a materially different start time or date, or a headline performer or programme element that was advertised being dropped or replaced — you can ask for a refund. Whether a change is significant depends on what was advertised and on the circumstances, and we look at each case on its merits. Minor changes (for example, a small change to running order or a support act) do not on their own give a right to a refund, unless the event page or consumer law says otherwise.

Unless the event page says otherwise, we are not required to refund a ticket just because you changed your mind or cannot attend. An organiser may choose to allow refunds or transfers, and if it does, the event page says so. This does not affect the rights described under “Your statutory rights”.

Organisers and venues can refuse entry for reasons that were clearly disclosed in advance — for example an age restriction, ID requirement, dress code, capacity, or unsafe or intoxicated behaviour. If you are turned away for breaching a condition that was properly disclosed, you are generally not entitled to a refund. If you are refused entry for a reason that was not disclosed or is not a reasonable one, contact us and we will look into a refund.

If you were charged twice for the same tickets by mistake, contact us and we will refund the duplicate. If a ticket is scanned by someone else because a QR code was shared or copied, we may be unable to refund it, so please keep tickets private. We may cancel tickets or orders that we reasonably believe were fraudulent; where the payer was genuine, we treat the payment fairly.

If an event cannot go ahead or must change because of something outside the organiser’s control (for example severe weather, a venue closure or an emergency), we treat it as cancelled, postponed or significantly changed under this policy. We do not rely on a general “force majeure” clause to remove your rights.

To ask for a refund, email tickets@ashvyn.co with your order confirmation or ticket code. Please be aware of how we describe progress:

• Requested means you have asked and we have it.
• Approved means we have agreed that a refund is due. It is not yet completed.
• Completed means our payment provider has processed it. We will not tell you a refund is complete until it has been processed.

After a refund is processed, how quickly the money appears depends on your bank or card issuer, and can take some time.

Where a booking or service fee applies, it is shown before you pay, as a separate line in the total. It is refunded when you are entitled to a refund because the event is cancelled or significantly changed, or because we made an error. It may not be refunded where you have simply changed your mind and the event goes ahead, unless the event page or law says otherwise.

Please contact us first so we can resolve the problem directly — it is usually faster. You keep the right to raise a dispute with your bank or card issuer. If a payment is disputed, we may provide the payment provider or bank with information about the order so they can decide it.

This policy is about the money paid for tickets and fees. Costs you incur elsewhere, such as travel or accommodation, are not automatically covered by a refund. That does not remove any right you may have under consumer law to recover losses that were a reasonably foreseeable result of a failure by us. We recommend arranging travel and accommodation with flexible terms where you can.

Nothing in this policy limits or excludes your rights under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other law that cannot be excluded. Those rights can include remedies where services are not provided with reasonable care and skill, do not match how they were described, or are not provided at all. Where those laws apply to you, they prevail over anything in this policy.

See also our Customer & Ticket Terms and Privacy Policy.