This is guidance for attendees. Event organisers, check out our FAQs.
Refunds are handled by the organiser of the event you bought a ticket for rather than by Tito. They're the only ones who can issue a refund for your order.
How to contact the organiser
Check your order confirmation email. The email you received when you bought your ticket includes a link to contact the organiser.
Look on the event's registration page. Most organisers list a contact email.
Use our Lookup Tool. You can retrieve links to your orders or tickets and find contact details for the organiser.
When you get in touch, it's a good idea to include your order number(it's in your confirmation email), the name and date of the event, and a short note explaining why you're requesting a refund. That gives the organiser everything they need to help you quickly.
Why Tito can't process refunds directly
Tito is the software that event organisers use to sell tickets, but we don't handle the money ourselves. We don't take in your payment and then pay the organiser. Instead, the organiser collects the payment directly and pays us a small commission for using our software.
In payment terms, this makes the organiser the "merchant of record" — the party responsible for the sale and for any refunds.
Because of this, we aren't authorised to access an organiser's account or move their funds without their permission. The refund decision and the actual payment can only come from the organiser.
What to do if you don't hear back from the organiser
Sometimes organisers are slow to respond, especially around busy event periods. If that happens, here are some steps you can take:
1. Follow up. Send a reminder after a few business days, and try any alternative contact methods you can find (a second email address, the event's social media, or a phone number on their website).
2. Keep a record. Hold on to your confirmation email, your order number, and copies of any messages you've sent. This will be useful if you need to escalate.
3. Contact your bank or card provider. If you've made a reasonable effort to reach the organiser and still haven't had a response, you can ask your bank or card issuer about disputing the charge (sometimes called a "chargeback"). They can advise on their process and the time limits that apply. You'll usually need your proof of purchase and a summary of your attempts to contact the organiser.
If you're unsure which event organiser sold you your ticket, get in touch and we can point you in the right direction.