Refund & Reschedule Policy
We want every visit to Pines Resort to go smoothly. Please read this policy carefully before your visit so you know exactly what to do if your plans change.
Refunds
Request by 09:00 the day before your visit date (the 24-hour cut-off)
Date Changes
Request before 11:00 AM on the day of your visit
Important
Refunds and date changes go through Webtickets. Once a ticket is scanned, it is used, non-refundable and non-transferable.
Refund Policy
Refunds are available if requested by 09:00 the day before your scheduled visit date (at least 24 hours' notice).
Refunds Are Available
- ✅Requested by 09:00 the day before your visit date
- ✅Applies to the Pines Resort ticket value only
- ✅Processed through Webtickets directly
Refunds Will NOT Be Issued
- ❌After 09:00 the day before your visit (the 24-hour deadline has passed)
- ❌Once your ticket has been scanned and wristband issued
- ❌For missed visits or failure to attend
- ❌For Webtickets booking or service fees
- ❌After a ticket date has already been changed
Reschedule Policy
You may change your ticket to another available date for any reason, provided the request is made before 11:00 AM on the day of your visit.
Date Changes
- ✅Permitted for any reason before 11:00 AM on your visit day
- ❌No date changes accepted after 11:00 AM
- ✅Full Pines Resort ticket value is retained when changing dates
- ❌Once changed, ticket becomes final and non-refundable
- ⚠️You must choose either a refund or a date change, not both
Medical Exceptions
A one time date change may be considered if illness or injury prevents attendance after the 11:00 AM deadline.
- ✅Date change only, no refunds under this exception
- ⚠️A dated medical certificate or hospital record is required
- ✅Request must reach us within 48 hours of your visit date
- ⚠️Reviewed individually, approval is not guaranteed
- ✅New date must fall in the same season, subject to availability
- ⚠️Once changed, the new date is final and non-refundable
How to Request a Refund or Date Change
All requests must be made directly through Webtickets before the applicable deadline.
Log in to your Webtickets account
Go to webtickets.co.za and sign in with the account used to purchase your tickets.
Go to My Order History
Find your Pines Resort booking in your order history.
Choose your option
Select "Refund Tickets" (by 09:00 the day before) or "Reschedule Tickets" (before 11:00 AM on the day).
Follow the prompts
Complete the process on Webtickets. Processing times vary depending on your payment method.
Need help? Contact Webtickets directly:
Weather, Lightning & Operational Closures
Pines Resort is an outdoor venue and conditions can change quickly.
Temporary closures due to rain, thunderstorms, lightning, load shedding, or other operational reasons after you have entered the Resort do not qualify for refunds or date changes.
Lightning warning: Lightning can be detected in surrounding areas even when the sky directly above appears clear. Temporary safety closures may still be required.
Exception: If Pines Resort is closed before the event date due to extreme weather or an unforeseen emergency, affected ticket holders will be assisted through Webtickets.
Important Conditions
- ⚠️Once your ticket is scanned and a wristband issued, your ticket is used and non-refundable
- ⚠️Wristbands must be worn at all times. Lost, removed or damaged wristbands are invalid
- ⚠️Tickets may only be scanned for guests physically present at the entrance
- ⚠️No re-entry is permitted once you have entered the Resort
- ⚠️If you do not attend and have not changed your ticket before 11:00 AM, your ticket will be forfeited
- ⚠️Management decisions on refund timing and date change eligibility are final, subject to applicable law
Ready to Book?
Buy tickets in advance on Webtickets, Pick n Pay or Boxer. No gate sales.
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