Assistance fee policy
The assistance fee covers the time, effort and resources spent securing your ticket. It is what you pay us, and it is separate from the price of the ticket itself.
What the fee covers
The assistance fee pays for the work of securing your ticket: watching the selling window, queuing on the official seller, and holding your request until it lands. It is charged once your ticket has been secured in your name.
No ticket, no payment
If we do not secure your ticket, you owe us nothing. The assistance fee only becomes due after a ticket has been secured for you.
When the fee is not refundable
Once a ticket has been secured, the assistance fee is not refunded. These are the four cases we are asked about most.
Account issues caused by the client
If your seller account is banned, suspended or loses access because of your own actions — sharing the login with anyone outside the team working your request, or breaking the platform’s own rules — the fee is not refundable. The sign-ins we make ourselves while working your request are expected, and are never held against you.
Your circumstances changing
If you can no longer attend because of a schedule clash or another personal reason after the ticket has been secured, the fee is not refundable.
Event cancelled or postponed
If the organiser cancels or reschedules after your ticket has been secured, the fee is not refundable. A refund on the ticket itself is a separate matter, covered below.
Queue number and sold-out sections
You pick the seat location and section you want, and we buy in that section. If it sells out while we are queuing, we take the next best available section and tell you exactly what we bought. Queue numbers are assigned by the ticketing platform, not by us, so a long queue is not a ground for a refund — and neither is dissatisfaction with the substitution we made.
Refunds on the ticket itself
A refund on the ticket — as opposed to our fee — is issued by the seller under their own policy. If an event is cancelled or postponed we will point you to the right process with the seller, but the refund comes from them.