Effective Date: September 15, 2026
1. Scope and related documents
This Ticketing, Payments, Refunds and Resale Policy applies to primary tickets, free registrations, organiser allocations, ticket holds, waitlists, transfers, direct offers, marketplace resales, entry validation and related support in Haps and the connected Organiser Portal.
It forms part of the Haps Terms of Service. The Privacy Policy explains how ticketing and payment-related personal information is handled. If these documents differ on a ticket-specific operational rule, this Policy applies to that rule; rights that cannot lawfully be excluded continue to apply.
2. Roles and event responsibility
The event organiser creates the event, sets ticket types, prices, capacities, sale times, per-person limits, entry conditions and lawful refund decisions. Haps provides discovery, reservation, ticketing, transfer, support and technical administration services and is not the event promoter, venue or producer unless expressly stated.
Organisers must keep listings accurate, honour valid tickets, manage lawful capacity, operate entry checks, respond to attendee issues and comply with tax, consumer, safety, licensing and privacy obligations.
3. Inventory, limits and temporary holds
Inventory is checked against completed tickets and active unexpired holds. Starting a paid checkout normally holds the selected inventory for 35 minutes so it remains reserved through Stripe's minimum 30-minute session; the displayed checkout expiry controls. A hold is temporary, is not a completed purchase and may be released when it expires, checkout is abandoned or payment is not confirmed.
A single primary order is limited to 20 tickets. Unless an organiser configures another limit for a ticket type, the default per-user limit is 10 for that type. Capacity, organiser-set limits and availability shown at confirmation remain controlling.
4. Prices, fees, currency and tax
Primary ticket checkout currently adds a 1% buyer processing fee to the discounted ticket total. Haps currently deducts a separate 5% administration fee from the organiser's ticket revenue; it is not added to the buyer's total. The final AUD amount and fee breakdown are shown before payment and the server-authoritative quote controls the amount collected.
For ticket transfers, a free gift transfer currently has a $0.50 AUD processing fee. Direct offers and marketplace purchases currently have a 1% buyer transfer fee with a $0.50 AUD minimum. Applicable GST treatment is shown where available. Fees may change prospectively, but the amount disclosed and accepted for a completed order will not be increased afterwards.
5. Payment and ticket fulfilment
Paid checkout is completed through Stripe and the connected Organiser Portal. Haps does not store full card details. Checkout uses a time-limited quote bound to the buyer, event, selections, amount and checkout attempt. A ticket is issued only after Haps receives and validates authoritative payment confirmation.
A return screen, email or notification is not proof of payment by itself. My Tickets and the recorded payment and ticket status are authoritative. If a confirmation message is delayed, a successfully fulfilled ticket remains valid; refresh My Tickets or use in-app support rather than paying again.
6. Ticket ownership, entry and validation
Tickets are revocable licences to attend under the organiser's disclosed conditions. QR credentials are signed, bound to the current holder and may be rotated after transfer. Entry may be recorded by QR, NFC or authorised manual check-in. Duplicate presentations and repeat scans may be recorded for fraud prevention.
A payment receipt, RSVP, map check-in or proximity signal does not override venue capacity, age, identity, safety or lawful entry conditions. Fraudulent, duplicated, refunded, cancelled, transferred or already-used tickets may be rejected.
7. Transfers, offers and resale
Only active tickets for events that have not ended may be transferred or listed. Gift transfers and direct offers require eligible Haps accounts and mutual following; direct-offer buyers may also be subject to account-age and integrity checks. A ticket is locked while a transfer checkout is active so it cannot be sold, transferred or refunded twice.
Marketplace asking prices are capped at 10% above the ticket's recorded original cost across Australia, and free tickets cannot be resold for profit. Fees cannot be used to evade this cap. On completion, ownership changes, the old QR credential is invalidated and the new holder receives a new credential. Resale and transfer transactions are final except where this Policy or applicable law provides otherwise.
8. Buyer-requested refunds
The current in-app flow allows the holder of an active ticket to request a pre-event refund before the event starts. The request is sent to the organiser for review and is not an approval or completed refund. A ticket in an active transfer checkout cannot enter refund review, and duplicate refund requests are blocked.
For a used ticket, the current post-event flow opens after the event ends and closes 48 hours later. It requires a reason and a 1–5 event rating. Organiser approval, the amount approved, payment-provider processing and mandatory consumer rights still apply. Haps may assist with unresolved requests but does not represent a refund as successful until the recorded payment-provider outcome confirms it.
9. Event cancellation, changes and refund status
When an organiser cancels an event, tickets are invalidated and Haps attempts to submit eligible paid-ticket refunds to the original payment method. Free tickets require no monetary refund. Each ticket may show refunded, refund pending/requested, or refund not confirmed; only a confirmed successful status means the refund has been issued.
Bank and payment-provider settlement times vary, so Haps does not guarantee a fixed arrival date. If an automated refund cannot be confirmed, the request remains recorded for organiser or support action. Material event changes, postponements and cancellations remain subject to the Australian Consumer Law and other non-excludable rights.
10. Waitlists, promo codes and organiser reserves
A waitlist position is not a ticket and does not guarantee an offer. Promo codes may have usage limits, expiry and eligibility conditions; they have no cash value and may be rejected when invalid, exhausted or misused. Discounts are applied before the primary buyer and organiser percentage fees are calculated.
Organiser reserve tickets consume capacity but are not public ticket sales. They may be complimentary or assigned under a separate agreement between the organiser and recipient; any off-platform settlement for a reserve allocation is not processed as Haps ticket revenue.
11. Organiser Portal and attendee data
The app and Organiser Portal exchange event, ticket type, inventory, quote, payment status, ticket, transfer, refund, check-in and aggregate performance records. Organisers and authorised staff may access attendee and ticket information only for events they control and only for event delivery, entry, support, legal and accounting purposes.
Organisers must protect attendee data, restrict staff access, avoid unrelated marketing, resolve conflicting edits using the authoritative current record and delete exports when no longer needed. The Privacy Policy describes recipients, legal bases, retention, international processing and user rights.
12. Support, disputes and chargebacks
Ticket issues are handled first by the organiser and may be escalated through in-app support. Do not create a second payment while a checkout or ticket is reconciling. Contact support if payment appears completed but no ticket arrives, a refund remains unconfirmed, or transfer ownership does not update.
A chargeback may cause the related ticket or transfer to be restricted while the payment dispute is reviewed. Nothing in this Policy limits rights or remedies under the Australian Consumer Law or another applicable mandatory law.