1. Overview
This Refund & Cancellation Policy explains the circumstances under which you may be entitled to a refund for tickets purchased through the Hawke's Bay Hub platform, and how to request one.
Hub acts as a marketplace platform connecting event organisers with ticket buyers. Event organisers are responsible for delivering their events as described. Hub processes ticket payments on behalf of organisers via Stripe.
This policy is in addition to — and does not limit — any rights you hold under the New Zealand Consumer Guarantees Act 1993 or the Fair Trading Act 1986.
2. Event Cancellation by the Organiser
If an event is cancelled by the organiser before it takes place, you are entitled to a full refund of the ticket face value.
✅ You are entitled to a full refund if the event is cancelled by the organiser for any reason.
What happens
- Hub will notify ticket holders by email as soon as we are made aware of the cancellation.
- Refunds will be processed to your original payment method within 10 business days of Hub being notified.
- If the organiser has not notified Hub directly, please contact us at admin@hawkesbayhub.co.nz and we will investigate promptly.
Platform fees on cancellation
The Hub platform service fee (5%) may be retained by BayRevive Limited and is not refunded when an event is cancelled by the organiser. The ticket face value — the amount that would have gone to the organiser — is refunded in full.
3. Event Postponement or Major Changes
If an event is postponed to a new date, or if there are significant changes to the event (venue, format, or substantial programme changes), the following applies:
- Your ticket remains valid for the rescheduled event by default.
- If you are unable to attend the rescheduled date, you may request a full refund of the ticket face value.
- Refund requests for postponed events must be submitted within 7 days of the postponement being announced.
What counts as a "major change"? Changes to the headline act, venue relocation by more than 10km, or a date change of more than 48 hours all qualify. Minor schedule adjustments (e.g. start time shifts under 2 hours) do not entitle you to a refund.
4. Change of Mind
Unless an event is cancelled or significantly altered, tickets are generally non-refundable if you simply change your mind or are unable to attend.
❌ Change of mind refunds are not available as a standard right. If an organiser offers a more generous policy, it will be displayed on their event listing.
Some event organisers may choose to offer their own refund windows. Where an organiser's policy is more generous than this default, it will be clearly stated on the event listing page.
If you have a buyer protection add-on on your ticket, see Section 5 below.
5. Buyer Protection
Some events on Hub offer an optional buyer protection add-on at checkout. When you purchase buyer protection:
- You may request a full refund of the ticket face value up to 1 hour before the event start time.
- Refunds under buyer protection are processed within 5–10 business days to your original payment method.
- The buyer protection fee itself is non-refundable in all circumstances.
- You can request a protected refund directly from the "My Tickets" section in your Hub account, or by contacting us.
Buyer protection is available only on events where the organiser has opted in. Look for the protection badge at checkout. Not all events offer this feature.
✅ Protected refund eligible
You request a refund more than 1 hour before the event starts and have a buyer protection add-on on your ticket.
❌ Not eligible
You request a refund within 1 hour of the event start time, or after the event has taken place, even with buyer protection.
6. Ticket Transfers
Where the organiser has enabled ticket transfers, you may transfer your ticket to another person using Hub's built-in transfer tool (available in "My Tickets").
- Ticket transfers are final once completed.
- Transferred tickets retain their original terms and conditions, including any age restrictions.
- Hub is not responsible for transfers made in error. Please double-check recipient details before confirming.
- Transferred tickets are not eligible for a refund to the original buyer once the transfer is complete.
7. How to Request a Refund
1
Check your eligibility
Review the sections above to confirm your situation qualifies for a refund (cancelled event, postponement within 7 days, or buyer protection within 1 hour of event).
2
Use the Hub platform (fastest)
If you have buyer protection, go to My Tickets in your Hub account and tap the Refund button on your ticket. This is the fastest method — usually processed same day.
3
Contact us by email
Email
admin@hawkesbayhub.co.nz with your name, the event name, your ticket order reference, and the reason for your refund request. We will respond within 2 business days.
4
Receive your refund
Once approved, refunds are returned to your original payment method. See Section 8 for processing times.
8. Refund Processing Times
Once a refund is approved, the time to appear in your account depends on your bank and payment method:
- Credit/debit card: 5–10 business days (varies by bank)
- Buyer protection refund (via Hub platform): 3–7 business days
- Event cancellation refund: Up to 10 business days from Hub being notified of cancellation
Hub does not control the speed at which your bank processes incoming refunds. If you have not received your refund after 10 business days, please contact your bank first, then contact us if the issue persists.
9. Platform Fees
Hub charges a platform service fee of 5% of the ticket face value, deducted from the organiser's payout. In most refund scenarios:
- Event cancelled by organiser: Ticket face value refunded; Hub's 5% fee may be retained.
- Buyer protection refund: Ticket face value refunded; buyer protection fee is non-refundable.
- Postponement refund: Ticket face value refunded; Hub's fee may be retained.
Stripe's payment processing fees are typically absorbed by Hub and are not charged back to the buyer in a refund.
10. Your Consumer Rights
Nothing in this policy limits your rights under New Zealand law. In particular:
- The Consumer Guarantees Act 1993 provides guarantees that services (including events) will be delivered as promised. If an event is not delivered as described, you may have rights beyond those in this policy.
- The Fair Trading Act 1986 prohibits misleading conduct. If you believe an event was misrepresented, this may give you additional grounds for a refund.
Where your statutory rights exceed the protections in this policy, your statutory rights take precedence.
11. Disputes
If you are not satisfied with our response to a refund request, you may escalate your complaint through the following channels:
We strongly encourage you to contact us first at admin@hawkesbayhub.co.nz. The majority of disputes are resolved quickly when raised directly with our team.
12. Contact Us
For all refund requests and questions about this policy: