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Buyer Protection & Disputes

Working draft — to be reviewed and approved before launch.

After you receive your ticket

After your event or admission time, your OutAgain account will give you the option to confirm that your ticket was successfully used or to raise a dispute if something went wrong.

If you do nothing, eligible orders are automatically treated as successfully used after the normal 24-hour dispute window has passed, unless a dispute has already been raised.

Raising a dispute

If you could not use your ticket or there was a material problem, raise a dispute as soon as possible and normally within 24 hours of the scheduled event or admission time.

The dispute form asks for:

• Order/transaction reference
• Ticket information
• Reason for the dispute
• Details explaining what happened
• Supporting evidence

Evidence

Evidence may include photographs, screenshots, emails, messages from the venue or organiser, proof of refusal of entry, the ticket itself, or other relevant information. Only provide evidence that you are entitled to share.

What happens next?

1. OutAgain records the dispute.
2. The seller is notified that a dispute has been raised.
3. The seller is given an opportunity to provide further information or evidence.
4. OutAgain reviews the evidence from both sides.
5. OutAgain decides the appropriate outcome based on the available evidence.

The seller may email outagainresale@hotmail.com with any further information they believe will help the investigation.

If the buyer is right

Where the evidence shows that the seller was responsible for the problem, the transaction may be cancelled or refunded and the seller may not receive the sale proceeds. Where funds have already been paid to the seller, OutAgain may seek recovery of amounts properly due, subject to the applicable payment arrangements and law.

If the seller is right

If the evidence supports the seller, the dispute may be rejected and the seller's funds may be released.

Evidence-based decisions

A dispute is not automatically decided in favour of either party. We consider the evidence reasonably available to us and may request additional information.

Support

Email outagainresale@hotmail.com.