Refund & Cancellation Policy

1. Ticket purchases and acceptance

All ticket purchases made through FOBA Tickets are considered final once payment has been successfully processed and the customer has received confirmation of the transaction.

Tickets are non-refundable except in the specific circumstances stated in this policy.

Before proceeding to payment, customers must actively confirm that they have read and agree to the FOBA Tickets Terms & Conditions, Refund & Cancellation Policy and Privacy Policy.

The customer must complete a mandatory acceptance checkbox before proceeding to payment. FOBA retains a record of this acceptance, including the customer account, order reference, date and time of acceptance and the version of the applicable policies accepted.

2. Circumstances in which refunds may be granted

Refunds will only be granted in the following circumstances:

The event is cancelled by FOBA and is not rescheduled.

The event is materially changed as defined in this policy and the customer submits an eligible refund request within the stated period.

FOBA confirms that the customer was incorrectly or multiply charged for the same transaction.

FOBA confirms that, because of a FOBA Tickets platform failure, a valid purchased ticket cannot be delivered or made available to the customer and the issue cannot reasonably be corrected before the event.

A refund is otherwise required under applicable law, card-network rules or banking requirements.

A change of mind, inability to attend or failure to attend does not qualify for a refund.

3. Ticket transfers

A ticket holder may transfer an eligible ticket to another person through the official FOBA Tickets platform. The person receiving the ticket must have, or create, a valid FOBA Tickets account before the transfer can be completed.

Once a transfer has been successfully completed: the ticket will be associated with the receiving person's FOBA Tickets account; the original ticket holder will no longer have the right to use the ticket for admission; the transferred ticket will retain its original ticket details and event conditions; the transfer does not constitute a new sale and does not create an additional right to a refund.

FOBA may require appropriate account and ticket verification before completing or recognising a transfer. Customers should only transfer tickets using the official FOBA Tickets transfer process. Forwarding, copying or sharing a ticket, QR code or screenshot does not constitute an official transfer, and FOBA is not responsible for unofficial transfers conducted outside the FOBA Tickets platform.

Where a transferred ticket subsequently qualifies for a refund under this policy, the refund will normally be returned to the original payment method used to purchase the ticket.

4. Change of mind or inability to attend

FOBA does not provide refunds where a ticket holder: changes their mind after purchasing a ticket; is unable to attend the event for personal reasons; arrives late or fails to attend the event; purchases the incorrect quantity of tickets and the transaction was correctly processed; or is denied entry because of failure to comply with the event's published terms, admission requirements or security procedures.

Where permitted, the customer may instead use the official FOBA Tickets transfer process to transfer an eligible ticket to another registered user.

5. Event cancellation

If an event is cancelled by FOBA and is not rescheduled, customers who purchased affected tickets through FOBA Tickets will be eligible for a refund of the applicable ticket purchase amount charged by FOBA.

FOBA will communicate refund instructions to affected customers using the contact information associated with their FOBA Tickets account. Approved refunds will be returned to the original payment method used for the transaction.

FOBA will initiate an approved refund within 10 business days after the refund has been approved. The customer's financial institution or card issuer may require additional time to post the credit to the customer's account.

6. Event postponement, rescheduling or material change

If an event is postponed or rescheduled, purchased tickets will normally remain valid for the revised event.

For the purposes of this policy, a material change includes any of the following: the event is moved to a different calendar date; the event is relocated to a different venue; the advertised event start time changes by four hours or more; or an in-person event is changed to a virtual or substantially different event format.

Where a material change occurs, FOBA will notify affected ticket holders. Eligible customers who do not wish to attend following a material change may request a refund within 7 calendar days of the date on which FOBA issues the material-change notification, provided the request is made before the event takes place. If no refund request is received within the stated period, the ticket will remain valid for the revised event.

Where circumstances require different arrangements, FOBA will clearly communicate those arrangements to affected customers.

7. Duplicate or incorrect charges

Customers who believe they have been charged more than once for the same transaction, or who identify another apparent payment-processing error, should contact FOBA as soon as possible. FOBA will review the transaction records.

Where a duplicate or incorrect charge is confirmed, FOBA will initiate the appropriate refund or correction within 10 business days of confirming the error.

8. Ticket delivery and fulfilment

Electronic tickets are delivered to, and associated with, the customer's FOBA Tickets account. Failure to immediately receive an email containing ticket information does not automatically constitute grounds for a refund. Customers should first sign into their FOBA Tickets account and contact FOBA Customer Service if the ticket is not available.

Where payment has been successfully processed, FOBA may reissue, resend or restore access to the electronic ticket after appropriate verification.

To assist with transaction verification, customer support and the resolution of disputes, FOBA maintains appropriate transaction and ticket-fulfilment records, which may include: order records; payment transaction references; ticket issuance date and time; ticket number; account to which the ticket was issued; electronic ticket generation records; QR code generation and validity records; email sending or delivery-status records where available; ticket transfer records; current ticket-holder records; and ticket scan and event-admission records. These records may be used to verify that a purchased ticket was issued, delivered, transferred or used.

9. Refund processing

Approved refunds will normally be processed to the original payment method used for the purchase. FOBA will initiate an approved refund within 10 business days of approval, unless another timeframe has been communicated as part of a specific event cancellation or legally required process.

Once FOBA submits the refund, the time required for the refunded amount to appear on the customer's account may vary depending on the customer's card issuer, financial institution and payment network. FOBA is not responsible for processing times imposed by the customer's financial institution after the refund has been submitted.

10. Currency

Where a transaction was processed in Trinidad and Tobago Dollars (TTD) or United States Dollars (USD), an approved refund will normally be processed in the same transaction currency.

Any foreign exchange conversion, exchange-rate difference, international transaction fee or other charge applied by the customer's card issuer or financial institution is outside the control of FOBA.

11. Billing and card statement descriptor

During checkout and in the purchase confirmation, FOBA Tickets advises customers of the billing descriptor that may appear on their credit or debit card statement. The descriptor will appear substantially as: Fatima Old Boys' Association. Customers should use this information to identify their FOBA Tickets transaction on their card statement.

The exact descriptor will be published here and shown at checkout once confirmed by Scotiabank.

12. Disputes and customer resolution process

Customers who believe there is a problem with a payment, ticket, refund or transaction are encouraged to contact FOBA Customer Service before initiating a dispute with their financial institution, using the official Customer Service or Contact facility provided on the FOBA Tickets website.

FOBA will: acknowledge the enquiry within 2 business days; review the relevant transaction and ticket records; aim to resolve standard enquiries within 5 business days; and advise the customer if additional investigation is required.

Where an issue cannot be resolved through the initial customer-service process, it will be escalated internally to an authorised FOBA Tickets administrator for further review. Nothing in this process limits any rights a cardholder may have under applicable law, banking requirements or card-network rules.

13. Information required for refund or dispute enquiries

Refund, cancellation, payment or ticket-related enquiries should include sufficient information to identify the transaction, including where available: customer name; email address associated with the FOBA Tickets account; order or transaction reference; event name; ticket number; date of purchase; and a description of the issue.

Customers should never send complete credit card numbers, CVV security codes, passwords or other sensitive payment credentials by email, messaging service or through an unsecured communication channel.

14. Policy updates

FOBA reserves the right to update this policy from time to time. The policy applicable to a ticket purchase will be the version presented to and accepted by the customer at the time of the transaction, subject to applicable law and card-network requirements.

FOBA will maintain appropriate records of the policy version accepted during checkout.