FanX Guarantee is our guarantee to our valued clientele that they will be 100% protected against fraud and your tickets will always arrive on time for the event. Whether you are buying or selling tickets in our marketplace FanX Guarantee assures that every transaction will be completed in a safe and secure environment.
FANX GUARANTEE FOR BUYERS:
- You will not be charged until the seller confirms your order.
- Your tickets will arrive in time for the event.
- Your tickets will be authentic and valid for entry.
- You will be refunded if the event is cancelled and not rescheduled.
In the rare case where the tickets of a confirmed order have not been received before the event, FanX Guarantee will attempt to locate the tickets and ensure their delivery to the Buyer prior to the event. However if the tickets cannot be located, FanXchange will attempt to find comparable alternate tickets to fulfill the order or a full refund for the cost of the tickets, including service fees and shipping and handling charges, based on what the Buyer prefers.
If the tickets are invalid and not honored by the venue, the Buyer is encouraged to call FanXchange Customer Service immediately at 1-866-970-FANX (3269) for assistance. If this situation occurs, FanXchange will attempt to locate comparable replacement tickets for the Buyer. If replacement tickets cannot be found, a prepaid FedEx shipping label will be provided to the Buyer along with a Ticket Return Form so the Buyer can return the fraudulent tickets to FanXchange, where after confirmation from the venue that the tickets were invalid, we will issue the Buyer a refund for the full cost of the tickets, including service fees and shipping and handling charges.
If an event is ever cancelled and not rescheduled FanXchange will send the Buyer an email offering the Buyer the opportunity to return their tickets within 2 weeks in order to receive a refund for the full cost of the tickets, including service fees and shipping and handling charges or the opportunity to receive replacement tickets to the rescheduled event if FanXchange can obtain them. FanXchange, in its sole discretion, will determine when an event has been cancelled, including if an event is postponed and the number of replacement tickets available is limited, FanXchange may, in its sole discretion, deem the event cancelled.
In order to make a claim under FanX Guarantee, the buyer has to contact FanXchange Customer Services within the required time period outline below. If the Buyer does not follow the appropriate steps, the benefits of this guarantee may not be applicable.
If the tickets of a confirmed order are not received before the event:
The Buyer must contact FanXchange Customer Service at customerservice@fanXchange.com or 1-866-970-FANX (3269) within 7 calendar days from the date the tickets were supposed to arrive.
If the tickets are invalid and not honored by the venue:
The Buyer must contact FanXchange within 7 calendar days following the date of the event.
If the event is cancelled or postponed:
If the event is cancelled and not postponed, FanXchange will send the buyer an email offering the Buyer the opportunity to return their tickets within 2 weeks in order to receive a refund for the full cost of the tickets, including service fees and shipping and handling charges. If FanXchange can obtain tickets to a rescheduled event, the Buyer will have the opportunity to exchange the unused tickets by returning them to FanXchange, in return for new tickets to the rescheduled event. All returned tickets must be received by FanXchange within 2 weeks (14 calendar days) of the Buyers receipt of notice from FanXchange regarding eligibility for refund.
FANX GUARANTEE FOR SELLERS:
- You will never be contacted directly by a Buyer or prospective buyer.
- You can adjust your ticket prices to reflect marketplace value at any time.
- You will receive payment from FanXchange for all ticket orders you confirm and fulfill.
In the event that a Seller is either a) contacted by a buyer or prospective Buyer regarding an order, b) the Seller cannot adjust ticket prices on the site, or c) the Seller has not received payment for a ticket order, the Seller is encouraged to contact Customer Service at customerservice@fanXchange.com or 1-866-970-FANX (3269) for assistance.
In order to make a claim under FanX Guarantee, the Seller has to contact FanXchange Customer Service within the required time period outlined below. If the Seller does not follow the appropriate steps, the benefits of this guarantee may not be applicable.
If the Seller has not received payment for a ticket order:
The Seller should first check to make sure that the Seller Payment Information that was provided to FanXchange is correct. If there were any errors in the Seller Payment Information, please allow 2-3 weeks for FanXchange to re-issue payment. If the Seller Payment Information is already correct, the Seller may submit a Payment Investigation Request, which he can obtain by contacting Customer Service at customerservice@fanXchange.com. FanXchange will then investigate the Sellers complaint promptly and determine the status of the payment.
As long as a Seller confirms and fulfills their orders as promised, FanXchange guarantees your payment.
Abuse of the FanX Guarantee:
FanXchange will investigate all claims and determine resolutions on a case-by-case basis. FanXchange reserves the right to limit the dollar amount a Seller may be awarded and the number of claims a Seller may file in a calendar year. FanXchange may suspend or permanently cancel the registration of any Buyer or Seller who attempts to abuse the FanX Guarantee and will report any such abuse to the appropriate legal authorities.
Terms and Conditions:
The FanX Guarantee is effective as of, and applies to all orders placed after, January 1, 2009.
If we change this Guarantee, we shall post a revised version of this Guarantee here, which shall automatically replace the terms of this Guarantee. Your continued use of the Site and the Services following FanXchange posting of a revised Guarantee will constitute your acceptance of the revised Guarantee. If you do not agree with the terms of this Guarantee or any revised version of this Guarantee, do not continue to use the Services or this Site.