Refund Policy

1. Overview

EventPass is a ticketing platform that facilitates the sale of event tickets on behalf of event promoters. This Refund Policy explains the circumstances under which refunds may be issued and how to request one. All refunds are subject to the individual event promoter's refund terms and applicable law.

2. Refund Eligibility

Refunds may be considered in the following cases:

• The event is cancelled by the promoter or venue.
• The event is significantly postponed and you are unable to attend the rescheduled date.
• You were charged in error due to a duplicate or fraudulent transaction.
• The promoter expressly offers a refund window as part of their event terms.

2.1 Promoter Refund Opt-Out

Promoters may choose to disable refunds for an individual event using the "Allow refunds" toggle when creating or editing the event. This is set at the promoter's discretion per event — EventPass facilitates refund requests but cannot override a promoter's decision to opt out.

What buyers see:

• Every event details page displays a Refund Policy section — "Refunds available" when enabled, "No refunds for this event" when disabled — so buyers are informed before purchasing.
• When refunds are disabled, the "Request Refund" button does not appear on that event's tickets in My Tickets. A "Refund Not Available" notice is shown instead.

We encourage promoters to clearly disclose their refund policy in the event description. If refunds are disabled for an event, the general refund eligibility rules above do not apply, except where a lawful exception requires a refund. Promoters retain the ability to manually initiate refunds from their dashboard even when the opt-out is active.

3. Non-Refundable Items

The following are generally not eligible for a refund:

• Tickets for events that have already taken place.
• Change of mind, scheduling conflicts, or no-shows.
• Tickets purchased at a discount or as part of a promotion, unless the promoter's stated terms allow a refund or required by law.
• Carousel banner fees, promo video fees, and other promoter add-on charges.
• Tax (GCT) collected on service fees and promoter add-on fees — tax is always non-refundable, even when a fee refund is approved.

4. Event Cancellation

If an event is cancelled by the promoter or venue, attendees will be notified and a full refund of the ticket price will be issued to the original payment method. Service fees are non-refundable, even when the event is cancelled.

5. Event Postponement or Date Changes

If an event is postponed or rescheduled, tickets remain valid for the new date. If you are unable to attend the rescheduled event, you may request a refund within 14 days of the postponement announcement. After this period, tickets are considered final.

6. How to Request a Refund

You can request a refund directly in the app — go to My Tickets, open the relevant ticket, and tap "Request Refund." You will be asked to select a reason. Alternatively, contact us at support@eventpassja.com with your order number, ticket code, and the reason for your request. Approved refunds are processed back to the original payment method used at checkout.

Review time: Our team reviews refund requests and responds within 5 business days of submission. Processing time: Once a refund is approved, the amount typically appears on your statement within 5–10 business days, depending on your bank or card issuer (see Section 12). These are two separate stages — a 5-business-day review does not mean the money is back in your account in 5 days.

Promoters can also initiate refunds on behalf of attendees from their Promoter Dashboard. If a promoter initiates a refund, the ticket is immediately cancelled and the refund is processed to the buyer's original payment method.

Partial refunds: If a refund is requested for only some of the tickets in a multi-ticket order, the service fee is not prorated — service fees are non-refundable (see Section 13). Only the ticket price portion of the refunded tickets is returned.

7. Multi-Day Pass Refunds

Multi-day passes cover every day of a multi-day event under a single ticket. Refunds for multi-day passes are only available before the event begins. Once any day of the event has started or any day-ticket within the pass has been checked in, the multi-day pass is no longer eligible for a refund.

8. Recurring Event Tickets

Recurring events generate a separate ticket for each individual occurrence (date). Refund eligibility for a recurring event ticket is assessed per occurrence — a ticket is only refundable before its specific occurrence has started. Once an occurrence has begun or its ticket has been checked in, that ticket is final and no longer refundable. Tickets for future occurrences in the same recurring series remain eligible for refund until their respective occurrence dates.

9. Transferred Tickets

Once a ticket has been fully transferred to a new recipient, the original buyer no longer holds the ticket and cannot request a refund for it. If a promoter-initiated refund is processed on a transferred ticket, the refund is issued back to the original buyer's payment method — the method used at checkout when the ticket was first purchased. The original buyer is responsible for arranging any reimbursement to the recipient who received the transferred ticket; EventPass does not facilitate transfers of funds between users.

10. Reissued Tickets

If your ticket is reissued (for example, because the original QR code was compromised or lost), the old ticket is invalidated and a new QR code and ticket code are generated. Reissuing a ticket does not change its refund eligibility — the reissued ticket retains the same refund status and deadline as the original. Refund requests are evaluated against the original purchase date and the event's terms, not the reissue date.

11. Free or RSVP Tickets

Free tickets and RSVP-only registrations carry no monetary value. Because nothing was paid, no refund is owed or payable. You may cancel a free ticket or RSVP at any time from My Tickets to release your spot, but no monetary refund applies.

12. Processing Time

Approved refunds for card payments typically appear on your statement within 5–10 business days, depending on your bank or card issuer. Refunds for purchases made via Lynk digital wallet are returned directly to your Lynk wallet, and are generally not subject to the same bank processing delays as card refunds. EventPass is not responsible for delays caused by financial institutions or third-party payment providers.

13. Service Fees

Service fees charged at the time of purchase cover platform operations and payment processing. Service fees are non-refundable.

14. Rejected Event Fee Refunds

If an event you submitted is rejected during admin review, the carousel banner fee and promo video fee you paid for that event are eligible for a full refund. Refunds for rejected events are processed automatically and do not require a separate request. The refund will be issued to your original payment method within 5–10 business days.

Tax (GCT) collected on promoter fees is non-refundable, even when a fee refund is issued for a rejected event.

15. Refund Denial and Reinstatement

If your refund request is reviewed and denied by EventPass or the promoter, your ticket will be reinstated and remains valid for entry to the event. A denied refund does not cancel your ticket — you retain full access to the event and can check in as normal using your QR code or 6-digit ticket code.

If a promoter initiates a refund on your behalf but the payment cannot be processed (for example, due to an expired or declined card), the refund will be flagged as failed and our support team will contact you to arrange an alternative refund method. In such cases the ticket may remain cancelled until the refund is successfully completed.

16. Gate Sale Tickets (Cash or Card)

Tickets purchased at the event gate ("gate sales") are sold by the promoter directly, and the promoter collects payment in person — in cash or by card on a POS terminal. Because EventPass does not hold or process the payment for a gate sale, it cannot process a refund to you for a gate-bought ticket — the platform never received your payment.

If you need a refund for a gate-bought ticket, please return to the event and speak with the promoter or gate staff, who will refund you directly (in cash, or back to your card if the original payment was taken on a POS terminal). The general refund eligibility rules in Section 2 and the in-app "Request Refund" flow do not apply to gate tickets — the Request Refund button will not appear on a gate-bought ticket in My Tickets, and a notice explains that the refund must be handled in person by the promoter. Your gate ticket is valid for entry and scans at the door just like an online ticket; once a promoter cancels a gate ticket from their dashboard, it can no longer be used for entry. The refund to you is the promoter's responsibility, not EventPass's.

17. Contact Us

If you have any questions about this Refund Policy, please contact us at support@eventpassja.com.