[Singapore] Buyer Protection for Event, Local attractions & Transport tickets

In accordance with the Singapore's Online Criminal Harms Act (OCHA) policy that was recently passed, Carousell has been working closely with the Ministry of Home Affairs (MHA) to refine our safety protocols. We want to regulate the sales of tickets - specifically in the category of Event, Local attractions and Transport tickets by requesting that users dealing via delivery must use the ‘Buy’ button’ to collect payment, or make payment. If a listing does not have a ‘Buy’ button, both parties should only deal via a meet-up.

We highly encourage buyers to pay for their tickets via the ‘Buy’ button where Buyer Protection* will be applied to the order.  You may use PayNow, DBS PayLah! to pay for your tickets if you would like to pay via the 'Buy' button. Under the Buyer Protection program for Event, Local attractions and Transport tickets,  buyers can get their money back if a dispute is raised within the dispute window* for the following scenarios: 

1. An item did not arrive within the stipulated time frame, including no-show cases for meet-ups**
2. An item is significantly not as described by the seller ***
   1. The ticket is a different variation in event, event date/time, seating
      • Seller sends CAT 4 ticket instead of CAT 1 as promised to the buyer
      • Seller sends Artiste A ticket instead of Artiste B as promised to the buyer
      • Seller sends Date A ticket instead of Date B as promised to buyer
   2.  The ticket has incomplete or missing parts which differs from what is stated in the listing description. 
      • Seller sends ticket only when listing indicates that merchandise will be included with the ticket. 

* The dispute window starts when the seller confirms the order and ends when the order is marked as completed by the buyer or autocomplete triggered by the system after the expiration of the dispute window, whichever occurs first. 

**  Meet-up or agreed time frames to deliver tickets which are longer than the dispute window are not covered under Buyer Protection.

*** Including evidence to prove that condition of item varies significantly from the listing description or is intentionally omitted out.

For a ticket purchased via the ‘Buy’ button, the seller has 6 days to mail out the ticket if tracked shipping was used, or 3 days to meet-up with you. Should the seller fail to commit to the abovementioned timeline, you may raise a dispute from your Order details page. More information here: https://support.carousell.com/hc/en-us/articles/360001548627--Singapore-How-do-I-raise-a-Return-Refund

Alternatively, you may also reach out to us via Contact Support. We strongly encourage you to do so as soon as possible so that our support team can render assistance to you. 

*Disclaimer*

Buyer Protection will not cover for claims pertaining (and not limited to) the ticket not being honoured by the event organiser, the quality of content, platform, third-party services, management or  performance, no-show, cancellation or invalidity pertaining to the event ticket(s). 

• The following applies with regards to a sale or purchase of event, local attraction and transport tickets through our platform:
  • Each Buyer agrees and acknowledges that such ticket(s) may be from a seller who is not the event organiser, such as other fans, season ticket holders, or professional resellers. In certain circumstances, the ticket(s) may be obtained from unauthorised sources may be lost, stolen, counterfeit, invalid and if so, could be void and not honoured by the event organiser. 
  • Buyers are strongly encouraged to do their due diligence prior to purchasing the ticket(s). 
  • Buyer Protection is not intended to and does not at any time guarantee that the ticket(s) will be honoured by the event organiser or is valid.

Carousell is not responsible nor do we represent, warrant, undertake or promise that any purchase of a ticket on the platform will grant any Buyer or ticket holder access to the event, be honoured and/or not voided by the event organiser.