Refund policy

Returns and refund policy

In short: tickets are excluded from the statutory right of withdrawal (cooling-off period). You do always get your money back if the event is cancelled, if your ticket turns out to be invalid or if you receive something other than what you ordered.

1. No cooling-off period for tickets
The statutory 14-day right of withdrawal does not apply to the purchase of event tickets via Garantix. This is a legal exception (Article 6:230p(e) of the Dutch Civil Code) for leisure services that take place on a specific date or within a specific period, such as concerts, festivals and club events. You therefore cannot cancel or return a purchased ticket because you have changed your mind or can no longer attend yourself.

Tickets are digital and transferable via a unique QR code. Once a ticket has been sent, we cannot rule out that the QR code has been shared, copied or resold elsewhere. To prevent fraud – for you, our sellers and other buyers – we do not take back a ticket after it has been sent on the basis of a cooling-off period.

2. When do you get your money back?
You are entitled to a full refund of the purchase price if:
- the event is cancelled entirely by the organiser;
- your ticket turns out to be invalid or already used at the entrance, despite our check before sending;
- you receive a ticket that differs from your order, such as the wrong event, the wrong date or the wrong section;
- we have not delivered your ticket at the latest 24 hours before the start of the event.
In these cases you receive the full purchase price back or, by agreement, a suitable alternative. If an event is postponed, your ticket remains valid for the new date. If you cannot make the new date, please contact us and we will look for a solution together.

3. When do you not get a refund?
- You can (no longer) attend the event yourself.
- You changed your mind after your purchase.
- Entry is refused because your ticket was scanned earlier or because you shared it with a third party. The first valid scan at the door determines entry, even if you are the original buyer. So never share your ticket before the event.

4. Cancelling an order
If your ticket has not yet been sent to you, you can cancel your order free of charge by contacting us straight away. Once the ticket has been sent, cancellation is no longer possible (see point 1).

5. How to request a refund
Send us a message as soon as possible, and at the latest within 7 days after the event, with your order number and a short description of the problem:
- WhatsApp or phone: +31 20 5500 803
- E-mail: info@garantix.nl
We usually respond within 24 hours. If your request is approved, we refund the amount within 10 working days via the payment method you used (for example iDEAL, credit card or PayPal). It may then take a few more days for your bank to process the amount.

6. Checks and quality
Every ticket sold via Garantix is checked for validity before it is sent. When you receive your ticket, check that the details on it are correct (event, date, venue, section/row) and report any discrepancies straight away via info@garantix.nl, so that we can resolve them before the event.

7. Contact
Garantix is a trading name of X-management, Achtergracht 24 A, 1017 WP Amsterdam. Chamber of Commerce (KvK) 97344036, VAT identification number NL005263597B75. Unsure about a purchase or running into a problem? Contact us via info@garantix.nl or +31 20 5500 803 – we are happy to help.