Still waiting on a

Moshtix

refund?

Moshtix operates a strict no-refund-by-default policy across all ticket purchases in Australia. Refund eligibility is narrow and tied almost entirely to event-level changes, not buyer circumstances. Knowing exactly where you stand before submitting a Moshtix refund request saves time and prevents a flat denial.

When you ARE eligible for a refund:

• Cancelled event — If the organiser cancels the event, you're entitled to a full refund under the Live Performance Australia Ticketing Code of Practice, which Moshtix must comply with as an LPA member.
• Postponed or rescheduled event — If the event moves to a new date and you cannot attend, you're generally entitled to a refund. You must initiate the request via your account.
• Material change to the event — A significant change to lineup, venue, or date may trigger eligibility, at the event organiser's discretion.
• Secure Tickets (Booking Protect) holder — If you purchased Moshtix Secure Tickets and experience a qualifying personal circumstance (illness, injury, bereavement, travel disruption), you can lodge a claim directly with Booking Protect.
• Event organiser authorisation — The organiser may approve a refund at their discretion in circumstances outside the above.

When you are NOT eligible for a refund:

• Change of mind — No refund is available once you've confirmed your purchase.
• Incorrect purchase — Buying the wrong date, event, or quantity does not guarantee a refund; it's entirely at the organiser's discretion.
• Personal inability to attend — Unless covered by Secure Tickets insurance criteria, personal circumstances do not qualify.
• Booking, transaction, and delivery fees — These are non-refundable even when a ticket face value refund is approved.
• Secure Tickets (Booking Protect) protection fee — Non-refundable after the 14-day cooling-off period.
• Ticket Return — unsold tickets — If you submit a return request but the ticket isn't resold, no refund is issued.

There are four distinct paths for a Moshtix ticket refund in Australia, depending on why you're requesting it.

Cancelled or Eligible Event Refund

1. Log in to your account at moshtix.com.au.
2. Click Manage My Tickets from your account dashboard.
3. Locate the affected order and click Request Refund.
4. Select the specific ticket(s) you want to refund.
5. Submit the request — once submitted, it cannot be withdrawn or amended.
6. Moshtix will process the refund to your original payment method once approved.
7. You'll receive an email confirmation once the refund is processed.

For a detailed walkthrough, see Moshtix's step-by-step refund guide.

Moshtix Ticket Return (Can't Attend — Non-Eligible Event)

1. Log in to the Moshtix account used for the original purchase.
2. Go to Manage My Tickets, then select Request Ticket Return.
3. Choose the ticket(s) and click Submit Request for Tickets.
4. Status changes to "Return Pending" — Moshtix lists the ticket for resale at the current price for that ticket type.
5. If the ticket sells, the refund (minus service fee) is returned to your original payment method.
6. Monitor progress under My Account > Manage Orders.

Important: If the ticket is not resold, no refund is issued. See What is Ticket Return? for full details.

Secure Tickets (Booking Protect) Insurance Claim

1. Find your claim instructions in your original confirmation email, or go to My Account > Manage Tickets.
2. Follow the provided link to the Booking Protect claims portal.
3. Submit your claim with the required supporting documentation (e.g., medical certificate, death certificate).
4. Booking Protect reviews your claim and issues payment via bank transfer if approved.

Note: Booking Protect covers personal unforeseen circumstances only - it does not cover event cancellation, postponement, or relocation. Those are Moshtix's responsibility under Path A. See Secure Tickets information for eligibility criteria.

Contact Moshtix Support Directly

If none of the above pathways apply or your request is unresolved, contact Moshtix support:

• Support portal: tixsupport.moshtix.com.au
• Email: help@tixsupport.com
• Phone: Not available — Moshtix has no phone support.

Processing times vary significantly depending on which refund pathway applies to your situation.

• Cancelled or rescheduled event refund — Up to 10 business days to your original payment method after Moshtix approves the request. Additional bank processing time may apply.
• Ticket Return refund — No fixed timeline. Only processed if and when your returned ticket is resold. There is no guaranteed timeframe.
• Booking Protect insurance claim — Several weeks, depending on documentation requirements and review by Booking Protect's UK-based team.
• Bank or card processing delays — Allow additional time beyond Moshtix's processing window for your financial institution to post the funds.

Factors that can extend the Moshtix refund timeframe:

• High-volume cancellation events (e.g., festival cancellations) create processing backlogs.
• Moshtix has no phone support, which can slow communication during disputes.
• Booking Protect claims requiring extensive documentation take considerably longer than standard refunds.
• Card issuer processing times vary by institution.

For more details, see When do I get my refund? on the Moshtix support portal.

How Moshtix issues your refund depends on which pathway applies to your ticket purchase.

• Original payment method (cancelled/eligible event) — Refunds for cancelled or rescheduled events are returned to the card or payment method used at the time of purchase.
• Original payment method minus service fee (Ticket Return) — If your Ticket Return request results in a resale, the refund is issued to your original payment method, less a service fee displayed before you confirm the request.
• Bank transfer (Booking Protect claims) — Booking Protect issues all approved insurance claim payments via bank transfer, regardless of how the original purchase was made.
• Point of purchase (cash/EFTPOS tickets) — Tickets purchased with cash or EFTPOS at a physical outlet must be returned to that original point of purchase.

Key restrictions to know:

• Booking, transaction, and delivery fees are not refunded under any pathway.
• Gift card or promotional credit purchases may not be refundable to the same format. Contact Moshtix support for clarification.

• No refund for change of mind or incorrect purchase — Moshtix's no-refund-by-default policy applies immediately on purchase. Double-check event name, date, and ticket type before confirming. There is no cooling-off period.
• Delayed Moshtix refund not received within 10 business days — Submit your refund request as soon as a cancellation is confirmed. If 10 business days have passed, follow up at help@tixsupport.com with your order reference number.
• Unresponsive customer support — With no phone line, all contact is via email or support ticket. Keep records of every submission and response. If Moshtix doesn't resolve your issue, escalate your complaint to your state's consumer affairs office or initiate a bank chargeback.
• Ticket Return provides no guarantee of a refund — The resale model means your money is only returned if someone buys your ticket. Consider purchasing Moshtix Secure Tickets at checkout as a more reliable safety net.
• Booking Protect documentation requirements — Secure Tickets insurance requires supporting evidence (medical certificates, etc.) and operates under UK-based terms, not Australian consumer law. Read the full terms before purchasing to understand what is and isn't covered.
• Missing cancellation notifications — Moshtix relies on email and account notifications. Follow the event organiser and Moshtix on social media, and check your account dashboard regularly after a major event disruption.