This Refund Policy outlines when and how Ignitex processes refunds for tickets, registrations, and other purchases made through our platforms. We aim to be fair and transparent — please read this policy carefully before completing any purchase.
1. General Policy
All purchases made through Ignitex — including event tickets, esports tournament registrations, artist booking deposits, and merchandise — are considered final at the time of transaction unless a specific exception applies as outlined in this policy. We strongly encourage all buyers to review event details, dates, and terms before completing a purchase.
2. Event Cancellations by Ignitex
If Ignitex cancels an event entirely, all ticket holders will be entitled to a full refund of the face value of their ticket(s). Refunds will be automatically processed to the original payment method within 14 business days of the cancellation announcement. You will receive a confirmation email once your refund has been initiated.
Ignitex is not responsible for any secondary costs incurred as a result of an event cancellation, including but not limited to travel, accommodation, visa fees, or time off work.
3. Event Postponements & Rescheduling
3.1 Rescheduled Events
If an event is postponed or rescheduled to a new date, your existing ticket will remain valid for the new date. You will be notified via email with the updated event details as soon as they are confirmed.
3.2 Refund Window for Rescheduled Events
If you are unable to attend the rescheduled date, you may request a full refund within 7 days of the rescheduling announcement. Refund requests submitted after this window will not be eligible unless further changes to the event are made. To request a refund, contact us with your order reference number.
4. Significant Event Changes
If Ignitex makes a material change to a confirmed event — such as a venue change of significant distance, a major headliner withdrawal, or a substantial reduction in programming — affected ticket holders may be eligible for a partial or full refund at Ignitex's discretion. Eligibility will be assessed on a case-by-case basis and communicated directly to affected purchasers.
5. Non-Refundable Circumstances
Refunds will not be issued in the following circumstances:
- Change of personal plans, travel difficulties, or inability to attend for personal reasons
- Failure to use a ticket or registration before the event date
- Removal from an event due to violation of our Code of Conduct or Terms and Conditions
- Purchases of non-refundable add-ons, VIP upgrades, or merchandise unless the associated event is cancelled
- Tickets obtained through unauthorized third-party resellers
- Service fees and booking charges applied at the time of purchase
6. Esports Tournament Registrations
6.1 Standard Registrations
Tournament registration fees are non-refundable once the registration deadline has passed. If you withdraw before the deadline, a refund may be issued minus any applicable processing fees. Please refer to the individual tournament's rules page for specific deadlines.
6.2 Tournament Cancellation
If Ignitex cancels an esports tournament prior to its start, all registered participants will receive a full refund of their registration fee within 14 business days. If a tournament is cancelled mid-event due to circumstances outside Ignitex's control (such as platform outages or force majeure), partial refunds may be issued at Ignitex's discretion.
7. Artist Booking Deposits
Deposit payments made for artist bookings are governed by the individual booking contract between the client and Ignitex. In general, deposits are non-refundable upon cancellation by the client. If Ignitex or the artist cancels a confirmed booking, deposit refund terms will be outlined in the relevant contract. For any booking-related refund queries, contact us.
8. Duplicate Purchases
If you accidentally purchase the same ticket or registration more than once, contact us within 48 hours of the transaction. We will review your request and, if confirmed as a duplicate, issue a refund for the additional purchase(s) within 7 business days.
9. Refund Processing & Timelines
All approved refunds are processed to the original payment method used at the time of purchase. Estimated timelines are as follows:
- Credit / Debit Cards: 5–10 business days after the refund is approved
- Digital Wallets: 3–5 business days after approval
- Bank Transfers: Up to 14 business days depending on your financial institution
Processing times may vary based on your bank or payment provider. Ignitex is not responsible for delays caused by third-party payment processors once a refund has been initiated on our end.
10. How to Request a Refund
To submit a refund request, with the following information:
- Full name and registered email address
- Order or registration reference number
- Event name and date
- Reason for the refund request
Our support team will acknowledge your request within 3 business days and provide a resolution or update within 10 business days.
11. Chargebacks & Disputes
We encourage you to contact us directly before initiating a chargeback with your bank or payment provider. Unauthorized chargebacks may result in account suspension and could affect your eligibility for future Ignitex events. We are committed to resolving disputes fairly and promptly through our support team.
12. Changes to This Policy
Ignitex reserves the right to update this Refund Policy at any time. Material changes will be communicated via email or a prominent notice on our platform at least 14 days before they take effect. Your continued use of our services after the effective date constitutes acceptance of the updated policy.
13. Contact Us
For any refund-related questions not covered by this policy, please reach out to the Ignitex Support Team. We will respond within 3 business days.