There is no additional fee to process a refund.
If you're using Stripe
If you're using Stripe as your payment gateway, Tito's transaction fee is taken automatically at the time of transaction. If you later need to refund an order, we're unable to return the transaction fee. Stripe also does not return the fees from the original charge when issuing a refund to a customer (see their help docs).
If you're using a different payment method
Tito fees for tickets sold via pay-by-invoice or any payment gateway other than Stripe (e.g. PayPal) are currently charged to the card we have on file for you when we do our monthly billing run. Tito fees for any subsequently refunded orders will still be applicable. This is also the case for PayPal — the fees you originally paid to them will not be returned (see their help docs).
If you have any follow-up questions, drop us a line at firstname.lastname@example.org or chat to us in-app and we’ll get back to you as quickly as we can.