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Some questions on refunds – Jan 7, 2017

Hey Burners, 

As promised, we've answered some of the questions brought to our attention in regards to your ticket refunds. We hope this helps address your concerns, and we hope that we can update you again soon with good news. 

 


Why do we still not have our ticket money refunded?

Some have expressed their feelings that the process has taken quite a while, however it’s moved as fast as we expected it to.

As the event was cancelled so close to its start date, submitting our claim became quite complex. Our underwriters have had to review over one thousand expenses across 80 categories individually, and they have had to remain in constant contact with our finance and legal teams since the event’s cancellation. As mentioned in our previous update, reviewing these expenses has now been completed and we are waiting on our underwriters to confirm the agreed amount.

 

Some people have also asked if Burning Seed can refund the tickets now while waiting for the claim to be settled.

This has never been an option for us. Approximately half our budget (and a large portion of ticket sales) had been spent by the time we cancelled, on expenses that needed to be secured well in advance. The safety net of funds that Burning Seed has built up over the last few years is also not enough to secure refunds for all ticket holders, hence why taking out cancellation insurance was the most appropriate option.

 

Why haven't we received more solid info and more constant updates?

Working with an insurance company on a claim like this is really tricky, and we’ve had to be extremely careful with what we say. It means that until we are given updates in writing from our underwriters, we can't give any specific information on the status of the claim and we certainly can’t speculate on the outcome. Legally, we can only provide the confirmed details we are provided, or it could jeopardise our claim and your refunds. We’re sorry we haven’t been able to provide more information, but we have to play by the rules and this is just the nature of this kind of work.

 

When can we expect to have an answer?

While we've heard from our underwriters that our prospects are positive, we're still unsure on when exactly we'll know the status of this claim. We can confirm we’ve requested they give us a specific timeframe for this to be finalised so that we can forward on that information to the community.

We want our money back in our pockets as much as you do, and this process has been given our fullest attention. We're sorry that we can't speed up this process anymore.

 

What if I transferred my ticket to someone?

We've put together some info to help those of you who purchased tickets via the Quicket transfer system. We'll release this as soon as we know that refunds are certain.

 

Burn Bright )*(

Posted in News.