Ticket Terms & Refund Policy

• The organiser runs the event. Ridelivo runs the ticketing: we take the payment, issue your tickets and check them at the door with the organiser’s staff.
• Your price, Ridelivo’s service fee and the total are shown before you pay.
• If an event is cancelled or taken down, every ticket is refunded in full, the service fee included, automatically, to the person who bought it.
• If an event’s date or time moves by more than 24 hours, the person holding the ticket has 7 days to ask for a full refund, which goes to the original buyer.
• Otherwise tickets are non-refundable, unless the organiser’s own refund policy shown before you paid says more.
• You can send a ticket to someone else by their verified phone number or a WhatsApp link until doors open. The QR code and backup code change when you do.
• Reselling tickets for profit is not allowed.
• Events can be rated All ages, 16+, 18+ or 21+. The date of birth on your account must meet the rating to buy, receive or claim a ticket, and ID may be checked at the door.
• Your ticket’s QR code changes every few seconds, so screenshots don’t work: show it live from the Ridelivo app, the website or the WhatsApp ticket link.

Who sells what. Each event is run by its organiser, who sets the ticket types, prices, quantities, sale times, any discount codes, the age rating and the venue rules. The organiser is responsible for the event itself: the line-up, the venue, safety, security and anything that happens there. Ridelivo provides the ticketing platform: we take your payment, issue the tickets, give the organiser’s door staff the tools to check them, and handle refunds as described below. Organisers who sell paid tickets are checked and approved by Ridelivo first.

Your account. You need a Ridelivo account to buy or hold a ticket. Your tickets live in your account (Wallet → Tickets in the app, or ridelivo.com/tickets/mine), not on one phone. Each ticket carries the holder’s first and last name for ID checks at the door, so use the name on your ID. Keep your sign-in details safe: anyone who signs in to your account can see and use your tickets.

Price and service fee. You pay the ticket price set by the organiser plus Ridelivo’s service fee. The fee is worked out per ticket, depends on how you pay (Ridelivo wallet, card or PayPal) and is never more than 9% of the ticket price you pay after any discount; free tickets have no fee. The ticket price, any discount, the service fee and the total are always shown before you pay.

Ways to pay.

• Ridelivo wallet: paid at once and your tickets appear straight away. Only money you paid into your wallet (top-ups, gift top-ups and gift vouchers) or refunds can pay for tickets; promo, referral and voucher credit from Ridelivo can’t.
• Card (secure payment by WiPay): your seats are held for 15 minutes while you pay. Ridelivo confirms the card payment before the tickets appear, usually within a few hours.
• PayPal (where offered): charged in US dollars at the rate shown at checkout; your seats are held for 15 minutes while you pay.

If a payment isn’t finished in time the seats go back on sale. If tickets sell out while you are paying, a payment that still goes through is paid back.

Limits. Each ticket type has a most-per-person limit set by the organiser, and there is a most-per-order limit; checkout tells you if you reach one. You can have up to 3 unfinished card or PayPal payments at a time.

Discount codes. One code per order, from the organiser or Ridelivo. Codes can have an expiry, a limit on uses and a limit per person. A code that brings a ticket to J$0 makes it a free ticket with no fee.

Tickets for other people. At checkout you can type a guest’s first and last name for each ticket; otherwise every ticket carries your name. If the event is age rated, you are responsible for making sure each guest meets the rating; door staff may check their ID. You can also send a ticket to the guest’s own account (see the transfer policy).

Groups. If you hold several tickets for one event, the app and website can show one group QR code that admits as many of your tickets as you choose at the gate.

Changes to the event. The organiser or Ridelivo may change an event’s details. Ticket holders are told in the app when the date, time or doors-open time changes. A move of more than 24 hours gives you a refund right (see the refund policy).

Event cancelled or taken down. If an event is cancelled by its organiser, or taken down by Ridelivo, every ticket is refunded in full, the service fee included. This happens automatically; you don’t need to ask. Free tickets are cancelled.

Refunds always go to the original buyer, even if the ticket was sent to someone else, and back the way it was paid:

• Wallet payments and card payments: as Ridelivo wallet credit, which you can use for rides, deliveries and more tickets.
• Card payments: if you would rather have a card-ticket refund back in your bank, ask us to withdraw it from your wallet to your bank account; Ridelivo staff check and approve each withdrawal.
• PayPal payments: back to your PayPal account in US dollars (or to your Ridelivo wallet if PayPal can’t take the refund).

Refund credit in your wallet can’t be sent to another person.

Event moved by more than 24 hours. If an event’s date or start time moves by more than 24 hours, the person holding the ticket has 7 days from the change to ask for a full refund, the service fee included (Wallet → Tickets → Refund). Like every refund, the money goes to the original buyer: if someone sent you the ticket, the refund goes to them, and you can ask them for your money back in the app. If no one asks within 7 days, the tickets stay valid for the new date.

Everything else: tickets are non-refundable. We can’t refund a ticket because you can’t go, changed your mind, arrived late, were refused entry for breaking the venue rules or the age rating, or didn’t like the event. If you can’t go, you may be able to send the ticket to a friend instead (see the transfer policy).

The organiser’s own refund policy. Some organisers offer more, for example refunds up to a set time before the event. If they do, it is shown before you pay and in your receipt. To use it, contact Ridelivo Support within the time it allows; we process the refund to the original buyer in the same way. An organiser’s policy can add to these terms, never take away from them.

Mistakes and problems. If you were charged twice, charged for tickets you didn’t get, or something else went wrong with a payment, contact Support with your order number (RO-…). Ridelivo can refund a ticket at its discretion, for example to fix a mistake.

Timing. Wallet refunds usually appear straight away; PayPal refunds can take a few days to show in PayPal. In rare cases, for example when an event is cancelled after its ticket money was paid to the organiser, our team processes the refund by hand, which can take longer, but you are still refunded in full.

Sending a ticket. If the organiser allows it, you can send a ticket to someone else from My tickets (or the ticket screen in the app):

• to a Ridelivo account by its verified phone number: the ticket moves to their account straight away; or
• by WhatsApp link, if no Ridelivo account uses that number: the ticket waits for that number, and your friend claims it by signing up or signing in with it. You can cancel the send, or send a new link, until it is claimed. If it isn’t claimed in time (7 days, or the event’s end if that is sooner), it comes back to you with a new code.

When. Tickets can be sent until doors open. Tickets paid by card can be sent 24 hours after purchase. Transfers are frozen while an event is cancelled, postponed or taken down. Used, refunded and cancelled tickets can’t be sent.

How many times. Usually a ticket can be sent once. An organiser may allow up to 5 sends per ticket. Sending a ticket back to the person who bought it doesn’t count towards the limit, and a WhatsApp send that is cancelled or runs out doesn’t either.

What changes. When a ticket is sent, its QR code and backup code change straight away: the old phone’s code, any screenshot and the old backup code stop working. The name on the ticket changes to the new holder’s verified account name. The new holder must meet the event’s age rating.

Refunds stay with the buyer. If a sent ticket is later refunded (for example because the event is cancelled), the money goes to the original buyer, not the new holder. The new holder is told in the app and can ask the buyer for their money back there; any money between you and the buyer is between the two of you.

Every transfer is recorded (who sent it, to whom and when), so tickets can be traced if something goes wrong.

Ratings. Organisers rate each event All ages, 16+, 18+ or 21+. The rating is shown as a badge on the event page.

Your date of birth decides. To buy, receive or claim a ticket for a rated event, the date of birth on your Ridelivo account must meet the rating on the day. Accounts without a date of birth can’t get tickets for rated events, and rated events don’t show to them. A date of birth can be set once; only Ridelivo Support can correct it.

Under 18. You must be at least 13 to have a Ridelivo account. Accounts aged 13 to 17 can get tickets for events rated for their age (All ages, and 16+ from 16). A parent or guardian linked to the account can add money to it, and rides to and from the event follow the teen account rules: the account must be linked to a parent or guardian, who sees the trips. Parents and guardians are responsible for the events their children go to.

At the door. When your ticket is scanned, door staff see the name on the ticket, a blue tick if your account’s name, phone and date of birth are verified, whether you are 18+ or under 18, and your profile photo if you are verified and haven’t turned the photo off. They never see your date of birth. The organiser may ask for photo ID, and you can be refused entry if you don’t meet the rating, without a refund.

• Show the live QR code from the Ridelivo app (Wallet → Tickets), ridelivo.com/tickets/mine, or the ticket link Ridelivo sends you on WhatsApp (send “wallet” to Ridelivo on WhatsApp to get your ticket links). The code changes every few seconds, so a screenshot or a photo of it won’t work.
• Backup code. Every ticket also has a ticket number (RT-…) and a 4-digit backup code that door staff can type in if the QR won’t scan. Keep it to yourself: it works like the ticket.
• No signal at the venue? Open your ticket in the Ridelivo app once before you go; it then shows your QR without signal. Door staff can also scan offline in Gate mode. If the gate had no signal but your phone does, tap “Scanned at a gate with no signal?” on your ticket and scan the code on the gate’s screen, and your ticket shows checked in straight away.
• One entry per ticket. A ticket admits one person once. After it is scanned it shows “Checked in” and can’t be used again. If you need to leave and come back, ask the organiser’s staff; re-entry is up to the organiser.
• Arrive early. Doors-open time is on your ticket. Leave time for queues and ID checks; arriving late doesn’t give you a refund.
• Venue rules apply. The organiser and venue can search bags, refuse entry or remove anyone for safety, security, the age rating, or breaking their rules or the law. Their decisions at the door are theirs; a ticket that was already used, refunded, cancelled or copied will be refused.
• Lost or changed phone? Your tickets are in your account, not your phone. Sign in to Ridelivo on another phone or on ridelivo.com/tickets/mine and they are there. If you think someone else has your sign-in, change your password and contact Support straight away.

Tickets on Ridelivo are for fans, not for resale. Don’t sell tickets for more than you paid, buy tickets in order to resell them, or advertise Ridelivo tickets for sale elsewhere. Don’t copy, share or sell QR codes or backup codes.

Sending a ticket to a friend or family member, even if they pay you back what you paid, is fine. We watch for patterns that suggest reselling, such as one account sending many tickets to many different people. If we find that tickets were bought or sold for profit, we may cancel them without a refund and limit the accounts involved. Before we do, we look at the facts, and you can contact Support if you think we got it wrong.

Only buy Ridelivo tickets from Ridelivo or receive them through a Ridelivo transfer. A ticket bought from someone else outside Ridelivo may already have been used, sent on or refunded, and we can’t help with money paid to other people.

The organiser and their door staff see what they need to run the door: the name on each ticket, the ticket type, check-in times, and at the scan the age group, verified tick and (if you allow it) your photo. They never get your phone number, email, address, date of birth or payment details. You can turn off your photo at events under Account → Privacy (“Show my photo when my ticket is scanned at events”). Our Privacy Policy has the details.

For tickets, payments and refunds, contact Ridelivo: use the Support page, Help & support in the app, or tap “Talk to a person” on WhatsApp. Have your order number (RO-…) or ticket number (RT-…) ready. For questions about the event itself (line-up, times, venue rules, what to bring), contact the organiser through the details they publish for the event (for example in the event description); if you can’t reach them, Ridelivo Support can help.

These ticket terms are governed by the laws that apply in Jamaica, except where another applicable law requires otherwise, and nothing in them takes away rights you have under Jamaican law. We may update them; the date at the top shows the latest version, and the version in force when you bought a ticket applies to that ticket’s refunds.