If you choose to add the ticket refund guarantee to your ticket purchase, you will receive a 100% refund if you cannot make the event for the reasons stipulated below.

Please note: This is different to Event Cancellation which is covered under “Refunds and Reschedules”

Event cancellation is when the event organiser needs to cancel the event. Refunds under this type of cancellation may or may not be covered by an insurance policy the event organiser has taken out.

Ticket Refund Guarantee is when the event is still happening, but you are not able to attend anymore. The guarantee is only valid if the reason you cannot attend is covered under the policy.

10% of the ticket cost added as a separate line item to your basket.

No. Unless it is covered under the Refunds and Reschedules section. section.

No. Webtickets provides this option to our customers but it is administered by SureStart Online Financial Services FSP. 47233.

A SureStart agent is available to assist regarding this guarantee on: 087 550 6726

1. Download and complete the claim form.
2. Collect the supporting documents listed above for the category you are claiming under.
3. Send the completed claim form with the supporting documents to: ticketrefunds@surestart.co.za
4. Should you need to speak to someone, a SureStart agent is available on 087 550 6726.
5. A valid refund is typically approved within 4 working days and paid into your bank account within 2 working days.

Click here to view detailed information on what reasons you are covered for with the Ticket Refund Guarantee and what needs to be submitted.

No. As soon as a refund is logged against a ticket, the ticket becomes unusable at the event to prevent fraud.