How Refunds Work
Last updated: 25 February 2026
This page explains in plain English how refunds and fees work on UTIX.
For the full legal terms, see our Terms of Service (section 12).
Who sets the refund policy?
The Event Organiser sets the refund policy for each Event. This might include:
- Full refunds if you cancel more than 30 days before the event;
- Partial refunds (e.g. 75% or 50%) for cancellations closer to the event date;
- No refunds within a certain number of days before the event;
- No refunds after the event has taken place.
The Organiser’s refund policy is shown on the Event page and at checkout. Please review it before purchasing.
Who issues the refund?
The Event Organiser is responsible for approving and issuing refunds. UTIX facilitates the refund process through the Platform, but the decision to refund is the Organiser’s (subject to applicable law).
What about the UTIX Service Fee?
When you purchase a ticket, UTIX charges a 7.5% Service Fee. This fee covers payment processing, platform infrastructure, and transaction costs. The Service Fee (and its refund treatment) is disclosed at checkout.
The Service Fee is generally non-refundable when a ticket refund is issued. Here is why:
When you buy a ticket, payment processing, card network and other transaction costs are incurred at the time of purchase and are typically non-recoverable, even if the ticket price is later refunded. For this reason, the Service Fee is generally retained even when the ticket price itself is refunded.
The Service Fee may be refunded where required by applicable law, or where UTIX actually recovers the relevant third-party fees and chooses to pass them back to you.
Examples
Example 1 — Refund within the Organiser’s refund window
- You bought a ticket for £100 + £7.50 Service Fee = £107.50 total.
- The Organiser’s policy allows a full refund more than 30 days before the event.
- You request a refund 35 days before the event.
- You receive: £100 refund (the ticket price).
- You do not receive: the £7.50 Service Fee.
- Total refunded: £100.
Example 2 — Partial refund under the Organiser’s policy
- Same ticket: £100 + £7.50 = £107.50.
- The Organiser’s policy offers a 50% refund between 7 and 14 days before the event.
- You request a refund 10 days before.
- You receive: £50 refund (50% of the ticket price).
- You do not receive: the £7.50 Service Fee.
- Total refunded: £50.
Example 3 — The Organiser cancels the event
- Same ticket: £100 + £7.50 = £107.50.
- The Organiser cancels the event.
- The Organiser is required to refund the full ticket price.
- You receive: £100 refund from the Organiser.
- You do not receive: the £7.50 Service Fee (because UTIX’s processing costs were still incurred), except where required by law or where UTIX recovers the underlying fees.
- Total refunded: £100 (typically).
Your rights under the law
Nothing in this policy overrides your statutory rights. If you believe you are entitled to a refund that the Organiser has refused, you may:
- Contact the Organiser directly through the Platform;
- Contact UTIX support at info@utix.co.uk;
- Seek advice from your local Citizens Advice Bureau or trading standards office;
- Exercise your rights under the Consumer Rights Act 2015.