Refund Policy

1. The show sets the policy

Every show on Houselights is sold by its Promoter, and the Promoter decides the refund terms for that show. The policy is shown on the show page and again at checkout before you pay. Unless the show says otherwise, tickets are non-refundable once purchased, except in the cases below.

2. Always refunded

• The show is cancelled. Every order is refunded in full to the original payment method, automatically, and you receive an email confirming it.
• Duplicate charges. If you were charged twice for the same order, the duplicate is refunded.

3. Asking for a refund

Reply to your ticket email or use the contact details on the show page; requests go to the Promoter, who approves refunds within their policy. Approved refunds are issued through Stripe and appear on your statement within 5 to 10 business days depending on your bank. Refunds cover the ticket price and any service fee for the refunded tickets; payment processing fees are returned where Stripe returns them to the Promoter.

4. Rescheduled or changed shows

If a show moves to a new date or venue you will be notified by email. Your ticket remains valid for the new date. If you cannot attend the new date, ask the Promoter for a refund; Promoters are expected to honour such requests when the change was theirs.

5. Disputes

If you believe a Promoter is not honouring their published policy, contact us at team@houselights.live with your order details and we will look into it. Raising a chargeback with your bank before contacting the Promoter can delay resolution; disputes are reviewed with the order and door-scan records.

6. Promoters

Refunds are issued from your dashboard and come out of your Stripe balance. Funds from a show are held for a short period after the show ends so that refund obligations can be met; details are on your payments settings page and in the terms of service.