Legal

    Refund Policy

    How refunds are issued once a cancellation is approved — the settlement side of the Cancellation Policy, used whenever a supplier hasn't published their own refund terms.

    1. Section 1

      Scope

      This is the Tixxly platform default refund policy. It governs the settlement side of any refund triggered by a cancellation, a supplier-side cancellation, or an agent-recorded booking intent that does not complete. Tour and activity suppliers may publish their own refund terms, which take precedence over this document.

    2. Section 2

      Refund Method

      Refunds are issued to the original payment method used to record the booking. Where the booking was recorded as an agent intent under the Tixxly ACP without an immediate charge, no refund is required because no funds were captured.

    3. Section 3

      Timing

      Refunds are initiated by the supplier within five business days of the cancellation request being acknowledged. Depending on the buyer's card issuer or payment provider, settlement may take a further five to ten business days to appear in the buyer's account.

    4. Section 4

      Partial Refunds

      Where a partial refund is owed under the Cancellation Policy or a supplier-specific policy, only the eligible portion is refunded. Platform fees are refunded in full whenever the buyer is owed a full refund, and not refunded when the buyer is owed a partial refund, unless the supplier elects to absorb them.

    5. Section 5

      Currency

      Refunds are issued in the same currency as the original payment. Foreign exchange variation between the date of payment and the date of refund is not compensated.

    6. Section 6

      Disputes

      If a buyer believes a refund has not been issued correctly, contact Tixxly at help@tixxly.ai. We mediate between the buyer and supplier and may issue a goodwill refund where the supplier is unresponsive.

    7. Section 7

      Chargebacks

      A buyer who initiates a chargeback with their card issuer rather than a refund through Tixxly forfeits their right to use Tixxly's refund mediation for the same booking.

    8. Section 8

      Updates

      This policy may be updated from time to time. The version published at this URL at the moment of booking is the version that applies.