Refund & Cancellation Policy
Last updated: 9 November 2026
Refunds at a glance
| Situation | What you get | When |
|---|---|---|
| Event cancelled | What you getFull ticket price. The service fee is kept. | WhenAutomatic, within 7 days of the announcement |
| Event postponed or moved | What you getYour ticket stays valid, or a refund if you ask | WhenAsk within 7 business days by emailing support@soundguide.co. Paid within 5 business days |
| You change your mind | What you getNo refund. Transfer it for free, resell it if resale opens, or use refund protection | When— |
| You added refund protection | What you getTicket price. The service fee and protection fee are kept | WhenCancel up to 24 hours before the event. Refunded straight away |
| We cancel your order (fraud or a pricing error) | What you getFull refund | WhenWithin 5 business days |
| Refused entry for breaking the conditions of entry | What you getNo refund | When— |
Refunds always go back to the card or account that paid. Your bank may take up to 10 business days to show the funds.
Who this applies to
This policy applies to every ticket sold by Sound Guide (Pty) Ltd (“Sound Guide”) on soundguide.co or in the Sound Guide app. Tickets bought from another ticketing site are covered by that seller’s policy. Sound Guide sells tickets as an agent for the event organiser, who is responsible for the event itself.
If an event is cancelled
If an event is cancelled and not rescheduled, you will get a full refund of the ticket price. The service fee pays for Sound Guide’s ticketing service, which has already been provided, so it is not refunded unless the organiser chooses to cover it. We will tell ticket holders by email, and by in-app notification if notifications are switched on. You don’t need to apply. Refunds start within 7 days of the cancellation being announced.
If an event is postponed or moved
If an event moves to a new date or venue, your ticket stays valid for the new event. We’ll tell you about the change by email, and by in-app notification if notifications are switched on. If you can’t attend, you can ask for a refund within 7 business days of the change being announced, by emailing support@soundguide.co. After that, your ticket stays valid for the new event only.
Lineup and set-time changes
Artists and set times are set by the organiser and can change. A change to the lineup, set times or running order is not a cancellation and does not qualify for a refund. If the headline artist billed on the ticket does not perform, the organiser decides whether to offer a refund. If they do, we’ll refund ticket holders to their original payment method, and we’ll tell everyone the outcome.
Change of mind
Tickets are for a specific event on a specific date, so the statutory cooling-off period for online purchases does not apply. Change-of-mind refunds aren’t offered. Instead:
- you can transfer your ticket to a friend for free in the app; or
- you can resell it through Sound Guide if resale opens for the event, or cancel it under refund protection if you added it at checkout.
Refund protection. If you added refund protection at checkout, and you haven’t transferred the ticket, you can cancel it for any reason up to 24 hours before the event starts. The ticket price is refunded straight away to your original payment method, and the ticket is voided. The service fee and the refund protection fee are not refunded.
Tickets that can’t be refunded
- Tickets that have been scanned at the event.
- Entry refused or ended by the organiser or venue for breaking their conditions of entry, age limits or the law.
- Complimentary or guestlist tickets.
How refunds are paid
Refunds are always paid to the card or account that paid for the ticket, through our payment providers. This applies even if the ticket has since been transferred: the refund goes to the original buyer, not the person holding the ticket. We can’t pay refunds to a different card, account or person. Once a refund is approved, we send it within 5 business days. Refunds for cancelled events go out within 7 days of the cancellation being announced, as set out in section 02. Your bank may take up to 10 business days to show the funds.
How to ask for a refund
If your event was cancelled, you don’t need to ask: refunds happen automatically. For anything else, email support@soundguide.co with your order number, the event name and the email used to book. We will reply within 2 business days.
Your rights
Nothing in this policy limits your rights under the Consumer Protection Act, 2008 or the Electronic Communications and Transactions Act, 2002. See also our Terms & Conditions.