Refund and cancellation policy

Last updated: 28 October 2026

This policy applies to tickets bought through MeshTickets. Refund rights depend on why a booking is cancelled and the circumstances of the event. It does not limit any right available under the Consumer Protection Act 68 of 2008 (CPA) or other applicable law.

Online cancellation rights depend on the service and booking. ECTA section 44 provides a seven-day cooling-off right where it applies, but section 42(2)(j) excludes that particular right for qualifying leisure services booked for a specific date or period, which can include event admission. This exclusion does not remove other rights under the CPA, ECTA or applicable law.

Customer cancellation requests

For an unused ticket, sign in and submit a refund request from the ticket page. We review each request against the booking, event status, notice given, whether the ticket can reasonably be resold and applicable consumer law. No automatic two-hour deadline applies. A cancellation charge may be applied only where permitted and reasonable in the circumstances. Where a charge applies, the request page shows the estimated deduction and net refund before you submit.

The current default estimate is a fixed R7.50 plus 2.5% of the ticket and any package value assigned to it, capped at that value. The platform operator may change these values through its fee configuration; the amount displayed for your request is the amount used for that estimate. A staff reviewer considers whether a cancellation deduction is reasonable in the circumstances and can adjust the approved amount before it is sent to Paystack. Where the law requires a fee waiver, including qualifying cases of death or hospitalisation under the CPA, no cancellation fee will be imposed.

Cancelled, postponed or materially changed events

If an organiser cancels an event, MeshTickets starts the cancellation refund process for affected ticket holders and sends updates to the email on the order. Refunds for cancelled events are not treated as ordinary customer-requested cancellations. For a postponement, venue change or other material change, the organiser’s notice will explain whether tickets remain valid and how to request review if you cannot attend.

When an event concludes as scheduled, scanned tickets are closed for entry and retained as part of the transaction record. We automatically submit a full refund for each paid ticket that was not scanned, including packages assigned to that ticket. No customer cancellation deduction applies to this event-end refund. Submission is automatic, but the payment provider and the original payment method determine when the funds appear.

Review and payment timing

Submitting a request is not approval. We may ask for information needed to review it. Approved refunds are sent to the payment provider for return to the original payment method where supported. Bank and card providers control the final posting time, so a refund may take additional business days to appear. We will email you when the request is received and when its status changes.

Used tickets, errors and complaints

A successfully scanned ticket is ordinarily not eligible for a voluntary cancellation refund. This does not affect remedies for a cancelled event, a duplicate or unauthorised charge, non-delivery, or another right available under law. If you believe a decision or charge is incorrect, contact us using the support contact shown in your order correspondence and include your order reference.