Refunds & complaints
Draft updated 20 September 2026
These policies are being completed. Retention periods, business-disclosure requirements and commercial terms still require confirmation. This draft does not reduce any rights you have under applicable law.
Report an order problem
Contact support as soon as reasonably possible with your order reference, event and a description of the problem. If admission is refused, preserve any explanation from the venue and relevant correspondence. Do not send passwords, complete payment-card details or a usable ticket QR code in a public message.
Missing, invalid or misdescribed tickets
We will need to examine the order, delivery evidence and relevant seller information to determine what happened and what remedy is due. Automated ticket checks are not an admission guarantee. This draft does not promise an automatic refund or a guaranteed response time. Applicable statutory rights remain available.
Cancelled or rescheduled events
Let support know if your event is cancelled, postponed or materially changed. Entitlement and processing depend on the circumstances, the sale, applicable law and the organiser’s arrangements. Sellers must disclose relevant notices and must not retain both a refund and resale proceeds where doing so would leave the buyer out of pocket unlawfully. The platform’s final allocation of refunds and fees still needs to be agreed.
Changing your mind
Do not assume that an event ticket carries a 14-day cooling-off right. Contracts for certain leisure services on specified dates can be exempt, and rights also depend on who the seller is. This does not remove rights relating to non-delivery, misdescription or other failures.
Complaints and escalation
Use the support link below and ask for a complaint to be recorded. Include the outcome you are seeking. If you disagree with a response, ask for a further review and explain why. This does not prevent you from seeking independent advice or exercising rights with your payment provider or through the courts. Do not seek duplicate recovery for the same loss.
Before this policy becomes final, Nightfair must confirm its complaint contact, response targets, refund eligibility rules, treatment of fees and payout holds.
Direct organiser bookings
For tickets issued directly by an organiser on Nightfair, contact support with your order reference if the event is cancelled or you need help. The organiser dashboard supports full refunds of unused direct-ticket orders, including the booking fee. It does not currently offer partial refunds or refunds after a ticket has been checked in; contact support about those cases. Admission codes are disabled when a refund is requested and remain invalid after completion. Bank processing time varies. A technical refund button does not determine whether you are legally entitled to a refund; your statutory rights remain unaffected.
Nightfair is operated by Janhavi Oturkar, an individual trading as Nightfair, based in London, UK. Nightfair is not a registered company.
Contact: support@savethenight.uk · +44 7393 080444. You can also visit Help & Support.