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I requested Cool:Off but I haven’t received my refund?

I’m not sure if my Cool:Off refund has been processed?

Updated this week

If you're unable to attend the event and Cool:Off is enabled, but you haven’t received your refund, here’s what to check and do next:

Step 1: Did You Request the Refund?

First, ensure you followed the steps in this article:
How do I request a Cool:Off refund?

Step 2: Did You Receive a Confirmation Message?

After submitting your refund request, you should have received a confirmation message saying:

"Your refund request has been successfully processed."

If you received this confirmation:

  • Your refund is being processed.

  • Please allow up to 5 working days for the funds to appear in your bank account.

Still no refund after 5 working days?
Contact our support team via the chatbot in the bottom right corner of your screen.
Be ready to provide:

  • A screenshot or copy of your refund confirmation

  • The email linked to your order

  • The order reference number

One of our agents will investigate this further for you.

Step 3: Didn’t Receive a Confirmation?

If you didn’t receive a confirmation message after your refund attempt, your request was not successfully processed. In that case:

  • Please contact our team immediately using the chatbot in the bottom-right corner of the screen.

  • We’ll guide you through the correct steps to resolve the issue.

Alternative Option: Transfer Your Tickets

If you’re no longer attending the event and missed the refund window—or Cool:Off isn’t enabled—you can still transfer your tickets to someone else.

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