Skybookings (Pty) Ltd
Effective Date: 07 December 2024
Skybookings (Pty) Ltd is committed to providing event organizers and ticket buyers with a reliable and transparent service. This document outlines the policies governing key operational aspects, including payouts, refunds, event cancellations, and other critical services.
1. Payouts
1.1 Regular Payouts
- Payouts to event organisers are processed every Wednesday for all completed transactions from the preceding period.
- The cutoff date for calculating weekly payouts is on Mondays at noon South African time (12 pm, GMT +2). Ticket sales recorded after this time will be scheduled for payout the following week.
- Whereas payouts are processed on Wednesdays, it can take up to 24 hours for funds to reflect in a patron’s bank account.
1.2 Ad-Hoc Payouts
- Organisers may request ad-hoc payouts, which are processed within 72 hours subject to approval.
- Skybookings reserves the right to decline ad-hoc and resort instead to regular payouts as stipulated above.
1.3 Payout Visibility
- Organisers can monitor their earnings and upcoming payout schedules via the Skybookings dashboard.
1.4. Restrictions
- All payouts are made to verified South African bank accounts only
2. Refunds
2.1 Refund Processing
- Approved refunds are issued to the patron’s original payment method, ensuring security and compliance with payment regulations.
2.2 Organiser Refund Policies
- Refund policies are determined by the event organiser. These policies must be explicitly stated on the event page, providing clarity to ticket buyers.
2.3 Organiser Revenue Disbursement
- Revenue from ticket sales is disbursed to organizers weekly. Skybookings works with organizers to facilitate refunds; however, refund decisions remain at the sole discretion of the organizer.
2.4 Organiser Abdication
- In instances where an organiser fails to honor refund obligations, Skybookings will seek legal counsel, and where it is permissible, make reasonable efforts to recover funds and process refunds for patrons. However, Skybookings cannot be held financially liable for unpaid refunds in such cases.
3. Event Cancellations
3.1 Organiser Responsibilities
- Organisers are responsible for notifying Skybookings promptly in the event of an event cancellation.
- Clear communication must be provided to ticket buyers, including information on whether the event will be rescheduled or canceled entirely.
3.2 Refunds for Canceled Events
- Refunds for canceled events are subject to the organiser’s stated refund policy.
- If the organiser is unresponsive, Skybookings will attempt to mediate and recover funds for refunds but is not obligated to cover financial losses incurred by patrons.
3.3 Rescheduled Events
- For rescheduled events, ticket buyers retain their original tickets unless explicitly stated otherwise. Organizers must communicate any changes clearly and promptly.
4. Chargebacks
4.1 Handling Disputes
- Skybookings manages chargeback disputes on behalf of organisers, ensuring timely responses to claims.
- Chargeback fees levied by payment service providers are passed to the organiser.
4.2 Preventative Measures
- Skybookings employs fraud detection tools and secure payment processes to minimize chargeback risks.
5. Customer Support
5.1 Dedicated Support
- Skybookings offers dedicated customer support to organizers and ticket buyers through email, phone, and live chat.
5.2 Response Times
- Email: Queries are addressed within 24 hours on business days.
- Phone and Chat: Real-time support during business hours.
5.3 Dispute Resolution
- Skybookings acts as a mediator in disputes between organisers and ticket buyers, striving to achieve a fair outcome for all parties.
6. Data Protection
6.1 Compliance
- Skybookings complies with South Africa’s Protection of Personal Information Act (POPIA) and international data privacy standards.
6.2 Secure Transactions
- All payment information is encrypted and processed through trusted payment service providers.
6.3 Privacy Policy
- For details on how personal information is collected, used, and stored, please refer to our Privacy Policy.
7. Platform Availability
7.1 Uptime Guarantee
- Skybookings strives to maintain platform availability of 99.9% however sometimes this is not possible due to unforseen challenges.
- Scheduled maintenance is communicated to all users in advance to minimise disruption.
7.2 Backup and Recovery
- Data is backed up regularly to ensure recovery in the event of system failures.
8. Fee Structure
Skybookings offers tiered pricing tailored to various event types:
- Tier 1 (Self-Service): 5% of ticket sales + PSP fees (average 2.9%).
- Tier 2 (Managed Service): 10% of ticket sales + PSP fees (average 2.9%).
- Tier 3 (Corporate & Big Events): Customised pricing.
Fees are transparent and disclosed upfront during event creation. Organisers can contact Skybookings for volume discounts or custom pricing for recurring events.
9. Amendments to this Policy
Skybookings reserves the right to amend this service-level policy to reflect changes in operations, regulations, or best practices. Organizers will be notified of updates via email and the Skybookings platform.
10. Contact Us
For questions about this Service-Level Policy, contact us at:
Email: support@skybookings.com
Phone: +27 73 689 8968
Address: 21 Keyes Avenue, The Mesh Club, Rosebank
