01How refunds work
Revelree is the platform that takes your payment and delivers your ticket. The Partner is the organizer responsible for the actual event. Because the Partner controls the event, the seats, the lineup, and the operational reality of cancelling or replacing a ticket, the Partner sets the refund policy.
Our role is to process the refund quickly and accurately once the Partner approves it — or to step in directly when the situation is one of the cases listed in Section 3.
You submit a request
From your order in your Revelree account, or by replying to your confirmation email.
The Partner reviews it
The Partner applies the policy on their event page. Most respond within 1–3 business days.
Revelree processes it
Once approved, we refund to your original payment method within 5–10 business days.
02Where to find your Partner's policy
Every Revelree Partner has a bio page that includes their refund and exchange policy. The same policy is summarized on each event page, directly above the “Buy tickets” button, before you check out.
- Before you buy: click the Partner's name on any event page to open their bio — the refund policy is the second section.
- After you buy: open your order, click the event, and the active policy is shown on the right-hand side.
- If the policy changes: only the policy that was in effect when you purchased applies to your order. Partners can't retroactively make a stricter policy apply to tickets already sold.
If the Partner hasn't posted a policy, the default Revelree policy applies: no refunds within 7 days of the event; refunds for verifiable medical or bereavement reasons up to 24 hours before the event; full refund for event cancellation. We'd rather Partners write their own policy than rely on this default.
03When Revelree always refunds
Regardless of the Partner's policy, Revelree will refund your purchase in full, including fees, in these situations:
- The Partner cancels the event outright and does not offer a replacement date.
- A duplicate charge caused by a payment-side error on our end.
- Material misrepresentation of the event by the Partner — e.g. the headline performer was never booked, the venue doesn't exist, or the event was advertised in a different city than where it took place.
- Canadian consumer-protection law requires it. Provincial laws can override anything in a Partner policy — we'll honour them.
In each of these cases, refunds are issued automatically where possible. If we miss one, email refunds@revelree.ca with your order number.
04Common scenarios
How different situations are typically handled across our Partners. Your specific Partner's policy may differ — check it.
| Situation | Who decides | Typical outcome |
|---|---|---|
| Event cancelled by the Partner | Revelree | Full refund, including fees, automatically |
| Event rescheduled to a new date | Partner | Most Partners honour your ticket on the new date or refund on request |
| You can't make it (change of plans, illness) | Partner | Depends on the Partner's policy and timing. Many allow exchange or transfer up to 48–72 h before the event |
| You bought the wrong ticket type | Partner | Usually exchanged for the correct ticket, paying or refunding the difference |
| You bought a duplicate by accident | Revelree | Full refund of the duplicate, including fees, on request |
| Event was misrepresented | Revelree | Full refund, including fees, after a brief investigation |
| Day-of weather (outdoor event, no cancellation) | Partner | Generally no refund unless the Partner cancels — check their rain policy |
| You were refused entry for breaking event rules | Partner | Generally no refund |
| Your ticket was scanned by someone else (duplicated) | Partner | The first valid scan wins. Contact us immediately if it wasn't you |
05How to request a refund
The fastest path:
- Sign in to revelree.ca and open My Orders.
- Find the order and click Request refund.
- Pick the tickets, choose a reason, and add a short note.
- Submit. The request goes to the Partner with a copy to Revelree support.
If you didn't make an account at checkout, click the link in your order confirmation email and use “Refund this order” at the bottom. You'll be asked to verify ownership with the email on the order.
Don't dispute the charge with your bank before going through the steps above — it freezes our ability to process a refund directly and adds several weeks to the timeline. Talk to us first; chargebacks are a last resort.
06Processing time and method
Once a refund is approved, we issue it within 1 business day to your original payment method. Your bank or card network controls how long it takes to actually appear in your account:
- Credit cards: typically 5–10 business days
- Debit cards (Interac): 1–5 business days
- Apple Pay / Google Pay: follows the underlying card
- Gift cards or Revelree credit: issued instantly to the original gift card or credit balance
If the original payment method is no longer valid (expired card, closed account), we'll work with you to issue the refund as Revelree credit or by Interac e-Transfer.
07Fees and Ree•bates
Service fees follow the ticket. When a refund is issued because the Partner cancelled, because of a Revelree error, or because of consumer law, fees are refunded in full. When a refund is at the Partner's discretion for any other reason, fees may be non-refundable — check the Partner's policy.
Ree•bates cashback earned on a refunded purchase is reversed at the time the refund is processed. If the cashback has already paid out, the reversal is taken from your next eligible balance.
08Chargebacks
A chargeback is when you dispute a charge directly with your bank. They exist for real fraud and unauthorised transactions and we take them seriously. They are not a substitute for the refund process — using them as one wastes everyone's time and may result in your account being suspended while the dispute is investigated.
If you believe a charge on your statement is actually fraudulent, contact us at fraud@revelree.ca right away and we'll act faster than your bank will.
09Contact
For anything refund-related that isn't covered above:
Revelree Tickets Inc. — Refunds team
Email: refunds@revelree.ca
Response time: within one (1) business day, usually faster.
