1. What This Policy Covers
This policy explains how Mega Tickets USA handles payment disputes, including chargebacks (a dispute initiated with the Attendee's card issuer), refund disputes (a disagreement about whether a refund should be granted), and Event-quality complaints. It applies to all Ticket purchases on the Service.
2. Try a Refund First
Before contacting your card issuer, please request a refund through the Service or contact support at contact@megaticketsusa.com. We resolve most issues within 1–3 business days. Contacting the card issuer first can result in extra fees, delayed resolution, and — in the case of abusive chargebacks — account suspension.
3. Types of Disputes
| Type | Description | Who Handles |
|---|---|---|
| Unauthorized transaction | The Attendee claims they did not authorize the purchase (card theft, account compromise). | Mega Tickets USA defends with device, IP, and session evidence. |
| Product not received | The Attendee claims they did not receive a Ticket. | Mega Tickets USA defends with delivery evidence (email receipt, in-app visibility, QR scan records). |
| Duplicate or wrong amount | The Attendee was charged twice or charged the wrong amount. | Mega Tickets USA investigates and refunds if confirmed. |
| Event not as described | The Event was materially different from what was advertised. | The Organizer is primarily responsible. Mega Tickets USA gathers evidence and may charge back the Organizer. |
| Event cancelled or not held | The Event did not take place. | Mega Tickets USA processes full refunds; the Organizer is financially responsible. |
| Fraud / friendly fraud | The Attendee attended the Event but disputes the charge to avoid payment. | Mega Tickets USA defends using check-in records, device fingerprint, and on-premise evidence. |
4. Our Response Time
When a chargeback is filed, Mega Tickets USA responds to the card network within seven (7) U.S. business days. Most card networks require our response within a longer window, but we respond fast to preserve evidence.
If an Attendee contacts us first with a dispute (not yet filed with the card issuer), we aim to respond within one (1) business day and resolve within three (3) business days.
5. Evidence We Collect Automatically
The Service collects a forensic trail for every purchase and sensitive action, including:
- IP address, user agent, and device fingerprint at purchase and at subsequent sensitive actions (transfer, resale, refund);
- Session identifiers and authentication events (login, password change, MFA);
- For web-initiated sensitive actions: the selfie verification captured on the mobile app;
- QR scan events at check-in, including the staff account that scanned, time, and GPS (when available);
- Email receipts and delivery timestamps;
- Communications between the Attendee, Organizer, and Mega Tickets USA support.
This evidence is preserved for a minimum of three (3) years and is used both to defend chargebacks and to prevent fraud.
6. Financial Responsibility for Chargebacks
Where a chargeback is lost and a refund is made to the Attendee, financial responsibility is allocated as follows:
| Cause of Loss | Responsible Party |
|---|---|
| Stolen card / unauthorized transaction, despite reasonable fraud controls on our side | Mega Tickets USA |
| Event cancelled by Organizer | Organizer |
| Event materially different from description | Organizer |
| Organizer denied lawful Attendees entry | Organizer |
| Organizer did not hold required licenses or permits | Organizer |
| Duplicate charge / billing error | Mega Tickets USA |
| Friendly fraud / Attendee attended but disputed | We defend vigorously; if lost despite defense, Mega Tickets USA absorbs in the first instance but the Organizer may be consulted for shared responsibility |
Where the Organizer is responsible, a Chargeback Fee of $25.00 per lost dispute is charged to the Organizer in addition to the refunded amount, as permitted by the Organizer Services Agreement.
7. Organizer's Role in Disputes
When a dispute touches on the quality or delivery of an Event, Mega Tickets USA will notify the Organizer promptly and may request:
- The Event program, advertised performers, and any changes;
- Photographs, video, or other evidence that the Event occurred as advertised;
- Check-in records for the specific Attendee;
- Any communications between the Organizer and the Attendee.
The Organizer must respond within three (3) business days. Failure to respond may cause Mega Tickets USA to concede the dispute and charge the refund amount plus the Chargeback Fee to the Organizer.
8. Abusive Disputes
We consider the following abusive and reserve the right to suspend accounts, recover fees, and pursue collection:
- Chargebacks filed without a prior refund request where one was reasonably available;
- Chargebacks filed after the Attendee used the Ticket (attended the Event);
- Repeated chargebacks across multiple orders inconsistent with the evidence;
- Coordinated chargebacks by multiple accounts tied to the same person or device.
9. Appeals
If you disagree with a refund or dispute outcome, you may appeal by emailing contact@megaticketsusa.com with "Appeal" in the subject and your Order ID. A senior support agent will review within five (5) business days and respond in writing.
10. Contact
Dispute support: contact@megaticketsusa.com
Organizer support: contact@megaticketsusa.com
Legal: legal@megaticketsusa.com