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.
Learn how here:
👉 How do I send my tickets to someone else?