1. Introduction ProTickets LTD is committed to providing excellent service and ensuring a fair and transparent process for resolving any disputes or complaints raised by our customers. This policy outlines the steps customers should follow when submitting a dispute and explains how we will handle and resolve such matters.
2. How to Submit a Complaint or Dispute If you wish to raise a complaint or dispute relating to a ticket purchase, subscription, billing, cancellation, refund, or any other matter, please contact us using one of the following methods:
Email: gotickets@goestickets.com
Phone: +972559579987
Please include the following details:
Full name
Order number / subscription ID
Any supporting documents (e.g., screenshots, receipts)
3. Review and Response Time
Upon receiving your complaint, we will:
Acknowledge receipt within 2 business days
Provide an initial response or request for additional information within 5 business days
Aim to provide a final resolution within 15 business days, depending on the complexity of the issue
4. Resolution Process
We will review all relevant information, transaction history, and supporting evidence.
Possible outcomes include:
Refund or partial refund (according to our Refund Policy)
Replacement tickets (if applicable)
Clarification or correction of billing issues
Additional assistance or guidance related to the event or service
If a resolution cannot be reached immediately, we will keep you updated throughout the process until a final decision is made.
5. Escalation Procedure
If you are not satisfied with the final outcome, you may request that your complaint be escalated to a senior review manager at ProTickets LTD. We will re-evaluate the matter and provide a final written response.
6. External Dispute Resolution (ADR)
If you believe your dispute has not been resolved satisfactorily after completing our internal process, you may choose to seek independent Alternative Dispute Resolution (ADR) services or pursue legal remedies, depending on your jurisdiction.
You may also submit a complaint through the EU Online Dispute Resolution (ODR) Platform if you are an EU customer: https://ec.europa.eu/consumers/odr/
7. Governing Law & Jurisdiction
This Dispute Resolution Policy is governed by the laws of England and Wales. Any legal proceedings arising from unresolved disputes shall be brought before the competent courts of London, United Kingdom, unless otherwise required by consumer protection laws in the customer’s country of residence.
8. Changes to This Policy
ProTickets LTD reserves the right to update or modify this policy at any time. Updates will be published on our website and take effect immediately upon posting.