Refund & Cancellation Policy

Effective Date: July 24, 2026 Last Updated: July 24, 2026

This Refund & Cancellation Policy forms part of, and should be read together with, our Terms & Conditions and Payment Policy.

1. Ticket Cancellations by a Participant

1.1 You may request a refund for a paid Booking from within the App (My Bookings → Request Refund), provided the Event has a refund window and your request falls within it. The exact refund window is configurable per deployment and is shown to you at the time of booking.

1.2 A refund request is not automatically approved — it is reviewed by the Event's Organizer or by our team.

1.3 Free Bookings (no payment made) can be cancelled directly from My Bookings with no refund process involved, since no payment was collected.

2. Organizer Cancellations

2.1 If an Organizer cancels an Event, all Participants with a Booking for that Event are notified by email and push notification.

2.2 Participants with a paid Booking for a cancelled Event may request a refund; such requests are treated as automatically eligible for approval, subject to review by the Organizer or our team.

3. Refund Eligibility

3.1 A Booking is eligible for a refund request only if: (a) it has a completed payment, (b) it has not already been cancelled or refunded, and (c) it falls within the Event's refund window (if the Event has not been cancelled by the Organizer) or the Event has been cancelled by the Organizer.

3.2 Only one refund request may be open per Booking at a time.

3.3 Approval or rejection of a refund request is at the discretion of the Event's Organizer (or our team, for platform-level review), based on the circumstances of the request.

4. Refund Processing

4.1 Once a refund request is approved, it is processed back to your original payment method through our payment gateway.

4.2 You will receive a notification at each stage of your refund request: when it's received, approved or rejected, and when it's been processed.

4.3 We do not guarantee a fixed processing time for funds to reflect back in your account after a refund is processed — this depends on your bank/payment provider's own processing times, which are outside our control.

5. Failed Payments

5.1 If a payment attempt fails (declined, timed out, or otherwise unsuccessful), no Booking is confirmed and any amount that appears to have been debited is not something we have received or hold — retry the payment or contact your bank/payment provider.

5.2 If you believe you were charged for a failed payment, contact us with your payment reference so we can investigate with our payment gateway.

6. Chargebacks and Payment Disputes

6.1 If you dispute a charge directly with your bank or card issuer (a "chargeback") instead of requesting a refund through the App, we reserve the right to suspend the associated account while the dispute is investigated.

6.2 We recommend requesting a refund through the App first — it is typically faster to resolve than a bank-initiated chargeback, and keeps your Booking history accurate.

6.3 Fraudulent or abusive chargeback activity (e.g., disputing a charge for an Event you attended) may result in account suspension under our Terms & Conditions.

7. Organizer Payouts and Refunds

7.1 If a refund is processed for a Booking whose payout to the Organizer has already been released, we reserve the right to deduct the refunded amount from the Organizer's future payouts.

8. Contact

Questions about a specific refund or cancellation can be directed to:

Support Email: support@eventrix.app

For anything unresolved through support, see our Contact & Grievance Policy.