Refund Policy

This Refund Policy (the “Policy”) is issued by the Company and governs all refund requests, credits, cancellations, transfers, and chargebacks associated with purchases made through the Platform, the Website, or any Services offered by the Company. It has been prepared to provide Customers with a transparent, predictable, and equitable framework for understanding when refunds are available, how they are processed, and what obligations both the Customer and the Company assume when a transaction is completed.

This Policy operates in conjunction with, and is expressly incorporated by reference into, the Company’s Terms of Service and Privacy Policy. To the extent that any provision of this Policy conflicts with the Terms of Service on matters relating to refunds, credits, cancellations, chargebacks, or payment disputes, the provisions of this Policy shall control. All other terms, definitions, disclaimers, and limitations of liability set forth in the Terms of Service remain in full force and effect and apply equally to any transaction addressed by this Policy.

By completing a purchase, submitting a registration, reserving inventory, checking out on the Website, or otherwise transacting with the Company through any channel, the Customer expressly acknowledges that the Customer has read, understood, and accepted the terms of this Policy in their entirety. Acceptance is a material condition of every transaction; the Company would not accept the Customer’s payment or reserve any Services without such acceptance.

This Policy applies to all Customers regardless of geographic location, method of purchase, or category of Service purchased, subject only to any non-waivable consumer protection rights conferred by the mandatory laws of the Customer’s jurisdiction. Where such non-waivable rights exist, they shall apply in addition to, and not in derogation of, the terms of this Policy.

The Company is committed to operating its refund program with fairness, consistency, and transparency. This Policy is intentionally detailed so that every Customer understands the rules that will be applied to their transaction before they complete a purchase. The Company encourages every Customer to review this Policy carefully and to contact customer support with any questions before placing an order.

The capitalized terms used throughout this Policy have the meanings set forth below. Terms defined in the Terms of Service and not redefined here retain the meaning given to them there.

Company

The legal entity operating the Platform, the Website, and the Services, together with its subsidiaries, affiliates, officers, directors, employees, agents, contractors, successors, and permitted assigns.

Customer

Any natural person or legal entity that purchases, reserves, registers for, or otherwise pays for Services, tickets, subscriptions, credits, or any other item made available through the Platform.

User

Any individual who accesses the Website, the Platform, or the Services, whether or not that individual has completed a purchase. A User may or may not be a Customer.

Platform

The Company’s hosted software, applications, back-end systems, integrations, APIs, dashboards, and related infrastructure through which the Services are delivered and administered.

Services

All products, subscriptions, events, ticketing, registrations, credits, digital deliverables, and other offerings made available by the Company, whether provided online, in person, or through third-party venues.

Website

The public-facing web properties operated by the Company, including all subdomains, landing pages, checkout flows, and customer portals through which purchases may be initiated.

Event

Any scheduled experience, session, program, class, workshop, conference, activity, or gathering — virtual, hybrid, or in-person — for which the Company sells access, registrations, or tickets.

Ticket

A single unit of paid admission or access to an Event, whether delivered digitally (including via QR code, barcode, or email) or physically.

Registration

The confirmed enrollment of a Customer or attendee in an Event, program, waitlist, or reserved capacity slot on the Platform.

Purchase

Any completed transaction in which the Customer has authorized payment and the Company has issued an order confirmation, whether or not the underlying Service has yet been consumed.

Credit

A non-cash balance issued by the Company at its discretion, redeemable toward future purchases in accordance with the terms under which it was issued.

Refund

A return of funds, in whole or in part, to the original payment method used at checkout, subject to the eligibility criteria described in this Policy.

Chargeback

A payment dispute initiated by the Customer directly with the Customer’s card issuer or bank, resulting in the reversal of a transaction pending investigation.

Processing Fee

The non-refundable surcharge applied to card transactions to offset third-party payment processor costs, as further described in Section 7.

Business Day

Any day other than a Saturday, Sunday, or nationally recognized public holiday in the jurisdiction of the Company’s principal place of business.

Cancellation

The formal termination of a Purchase, Registration, or Ticket by the Customer or the Company, effected in accordance with this Policy.

No Show

The failure of a Customer or ticketed attendee to appear at, log into, or otherwise participate in an Event for which a Ticket or Registration was issued.

Force Majeure

Any event or circumstance beyond the reasonable control of the Company, as further described in Section 18.

Every Purchase made through the Platform triggers the immediate allocation of operational, logistical, financial, and human resources. When a Customer completes checkout, the Company commits inventory, reserves capacity, and initiates a series of downstream obligations to venues, suppliers, staff, instructors, licensors, technology providers, and other third parties. These commitments are made in reliance on the Customer’s Purchase and cannot be readily reversed once made.

Ticket Purchases reserve seating or admission slots that are then unavailable to other Customers. Even where an Event is not sold out, each Ticket sold materially affects capacity planning, staffing ratios, catering counts, materials procurement, and venue configuration. The Company sets pricing and inventory availability in reliance on the binding nature of Purchases; late cancellations therefore impose costs that cannot be recovered by re-selling the released inventory.

Purchases also reserve operational resources such as instructor time, live production crews, moderators, technical support personnel, streaming bandwidth, and administrative capacity. Many of these resources are contracted in fixed blocks and cannot be scaled down after a Customer has committed. For these reasons, Customers are strongly encouraged to review every element of a Purchase — including date, time, quantity, participants, add-ons, and any applicable eligibility requirements — carefully before proceeding to checkout.

Once payment has been authorized and an order confirmation has been generated, the Purchase becomes a legally binding transaction between the Customer and the Company, enforceable in accordance with the Terms of Service, this Policy, and applicable law. Requests to modify or cancel a Purchase after that point are governed exclusively by the eligibility rules and procedures described in this Policy.

All Tickets are sold exclusively through the Platform and the Website. The Company does not sell Tickets through door sales, cash transactions, or unaffiliated third parties unless expressly designated in writing. Any Ticket obtained through unauthorized channels is null and void and confers no right of admission or refund.

Online Registration is the sole mechanism through which a Customer may guarantee inventory. Adding a Ticket to a cart, initiating checkout, or beginning a Registration does not, by itself, reserve inventory; a reservation is created only upon successful authorization of payment and issuance of an order confirmation. Until that moment, inventory remains available to other Customers on a first-come, first-served basis.

The Company cannot and does not guarantee the availability of any Ticket, Event, or Registration without payment. Pricing, availability, and Event details displayed on the Website are subject to change at any time and are not binding until a Purchase is confirmed. The Company reserves the right to correct pricing errors, cancel obvious mispricings, and refund affected Customers in accordance with this Policy.

Upon successful payment authorization, the Company will generate and deliver an order confirmation, together with any applicable digital assets, including QR codes, barcodes, calendar files, access links, or downloadable Tickets. These confirmations are transmitted automatically and are typically delivered within minutes of checkout. Customers are responsible for ensuring that the email address provided at checkout is accurate, monitored, and configured to accept messages from the Company.

A Ticket is considered validly issued upon transmission of the confirmation email, regardless of whether the Customer has opened, downloaded, or otherwise interacted with the message. Failure to receive or retrieve a confirmation does not entitle the Customer to a Refund, but the Company will make reasonable efforts, through customer support, to re-issue lost or misdirected confirmations.

Customers may request a Refund only if the Cancellation is submitted more than seven (7) calendar days before the scheduled start of the applicable Event, session, or Service delivery window. Refund requests submitted at any time within the seven (7) day window prior to the scheduled Event, or after the Event has occurred, are not eligible under this Policy, without exception except as expressly provided in Sections 8 (Event Cancellations), 15 (Exception Requests), or as required by mandatory applicable law.

The seven (7) day eligibility period is measured in calendar days, inclusive of weekends and public holidays, and is calculated based on the local time and date of the Event as displayed on the Customer’s order confirmation. A Cancellation is considered “submitted” on the date the Company receives a properly formatted request through the channels described in Section 10; requests submitted through unofficial channels, informal messages, or third parties are not deemed received until they have been routed to and acknowledged by the Company’s customer support team.

This eligibility window exists because the Company incurs a substantial and largely irreversible cost structure in the days leading up to any Event. During the final week before an Event, the Company finalizes orders with venues, caterers, printers, logistics providers, and staffing agencies; releases production runbooks and seating charts; procures perishable inventory; confirms guaranteed headcounts with third parties; and commits staff time that cannot be redeployed on short notice. Cancellations received inside this window generate costs that cannot be recovered by re-selling the released inventory, because there is insufficient time to market the released capacity to new Customers.

The Company’s ability to deliver high-quality Events at accessible price points depends on the reliability of confirmed Purchases. If cancellations were permitted on short notice, the Company would be required to either raise prices across the board to absorb the resulting losses or reduce the scope and quality of its Events. The seven (7) day window represents a balanced compromise between Customer flexibility and the Company’s operational integrity.

Refund requests that satisfy the eligibility criteria will be reviewed within a reasonable time, typically within five (5) Business Days of receipt. The Company reserves the right to request additional information reasonably necessary to verify the identity of the requesting Customer, the authenticity of the underlying Purchase, and the absence of fraud, chargeback abuse, or other disqualifying conduct.

No Refunds will be granted for Cancellations submitted within seven (7) calendar days of the scheduled Event, regardless of the reason for the Cancellation, and regardless of whether the Customer ultimately attends. The Customer expressly acknowledges and agrees that this restriction is a material term of the Purchase and is essential to the Company’s ability to operate.

Circumstances that do not qualify a Customer for a Refund within the seven (7) day window include, without limitation:

• Change of plans, calendar conflicts, or scheduling changes on the part of the Customer or any attendee;
• Illness, injury, or medical condition of the Customer, any attendee, or any related party, whether or not documented;
• Adverse weather conditions of any kind, including but not limited to rain, snow, extreme temperatures, or storms that do not result in the Company cancelling the Event;
• Transportation issues, including flight delays or cancellations, missed connections, road closures, ride-share unavailability, and public transit disruptions;
• Scheduling conflicts with work, school, family obligations, religious observances, or other personal commitments;
• Personal, family, or professional emergencies of any nature;
• Failure to attend the Event for any reason not attributable to the Company;
• Arriving late to the Event, missing check-in, or failing to complete any prerequisite steps;
• Leaving the Event early, whether voluntarily or involuntarily;
• Choosing not to participate in some or all of the Event once on site;
• Dissatisfaction with the Event experience, content, venue, staff, other attendees, or any element that the Company has delivered substantially as described.

This policy is necessary because the Company’s operational expenses during the final week before an Event are fixed and non-recoverable. Venue rentals, staffing contracts, insurance premiums, licensing fees, equipment rentals, catering minimums, production costs, and marketing spend are all committed on the basis of confirmed Ticket sales. When a Customer cancels within the seven (7) day window, the Company continues to incur those costs but loses the corresponding revenue, and cannot resell the released inventory in time to make the Customer whole.

The Company does not make individual exceptions to this policy on the basis of hardship narratives, third-party recommendations, or the perceived reasonableness of the Customer’s circumstances. Applying the policy uniformly is essential to fairness across the Customer base, because any exception granted to one Customer effectively raises costs for every other Customer who paid in full and honored their commitment.

A Credit Card Processing Fee equal to three and one-half percent (3.5%) of the transaction total is added to every Purchase completed using a credit card, debit card, or comparable card-based payment method. The Processing Fee is calculated on the Ticket price, applicable taxes, and any add-ons included in the order, and is displayed as a separate line item on the checkout screen before the Customer confirms payment.

The Processing Fee is disclosed transparently at checkout, and no Purchase is completed until the Customer has been given the opportunity to review the full order total, including the Processing Fee, and to affirmatively authorize payment. By completing checkout, the Customer acknowledges that the Processing Fee has been clearly presented and expressly consents to its addition to the transaction.

The Processing Fee exists solely to offset the transaction, interchange, network, and gateway fees charged to the Company by its third-party payment processors, card networks, and issuing banks. These third-party fees are assessed on the gross transaction amount and are payable by the Company regardless of whether the underlying Purchase is later refunded. The Processing Fee is not marketed as, and does not function as, a source of ticket revenue; it is a pass-through charge that reimburses the Company for costs it does not control and cannot avoid.

Processing Fees are non-refundable in all circumstances. Even where a Refund is otherwise granted under this Policy — whether because a Customer cancelled within the eligibility window, the Company cancelled an Event, or an exception request was approved — the Processing Fee is retained. This is because payment processors and card networks do not return their portion of the fee to the Company when a transaction is reversed; the Company itself continues to bear that cost.

By way of illustration, if a Customer purchases a Ticket priced at one hundred dollars (US$100.00) plus a Processing Fee of three dollars and fifty cents (US$3.50), and the Customer is later granted a Refund of the Ticket, the Company will return the one hundred dollars (US$100.00) to the original payment method, and the three dollars and fifty cents (US$3.50) Processing Fee will be retained to cover the Company’s non-recoverable third-party costs.

In the event that the Company cancels an Event in its entirety, and the Event is not rescheduled to a mutually acceptable alternative date, the Company will, at its discretion and based on the totality of the circumstances, offer affected Customers one or more of the following remedies: (i) a Refund of the Ticket price paid, less any non-refundable Processing Fees; (ii) a Credit of equivalent value redeemable toward future Purchases; or (iii) a complimentary transfer of the Registration to a comparable Event of substantially similar scope and value.

Where the Company elects to issue Refunds for a cancelled Event, such Refunds will be initiated within a commercially reasonable time following the announcement of the cancellation, generally within ten (10) to fifteen (15) Business Days, and will be returned to the original payment method used at checkout. Actual receipt of funds by the Customer depends on the Customer’s bank or card issuer and is outside the Company’s control.

The Company retains sole discretion to determine which remedy or combination of remedies is appropriate for a given cancellation, taking into account factors such as the reason for the cancellation, the availability of substitute Events, the proportionality of costs already incurred, and any applicable insurance or force majeure provisions. No Customer is entitled to any specific remedy or to a cash Refund in preference to a Credit or transfer unless required by mandatory applicable law.

Where an Event is cancelled or curtailed as a result of circumstances beyond the Company’s reasonable control — including without limitation those described in Section 18 (Force Majeure) — the Company’s obligations are further limited, and the Company may in its discretion offer Credits or transfers in lieu of cash Refunds, or, where cost recovery is not feasible, offer no Refund at all to the extent permitted by applicable law. This allocation of risk is a material term of every Purchase.

The Company reserves the right to reschedule any Event, in whole or in part, for operational, safety, logistical, licensing, weather-related, or other reasons the Company deems appropriate. Where an Event is rescheduled, all Tickets and Registrations issued for the original Event will automatically transfer to the new date and time, without any action required on the part of the Customer, and will remain valid for admission on the same terms as originally purchased.

Customers who are unable to attend the rescheduled Event may request one of the following options, subject to review and approval by the Company: (i) transfer of the Registration to another Event of comparable value; (ii) issuance of a Credit valid for a defined redemption period toward future Purchases; or (iii) in appropriate circumstances, a Refund of the Ticket price paid, less any non-refundable Processing Fees and administrative costs.

Requests to elect an alternative remedy following a rescheduling must be submitted within fourteen (14) calendar days after the Company’s official notice of the new date. Requests received after that period will be handled in accordance with the standard eligibility rules in Section 5, measured against the newly scheduled Event date. The Company’s determination of an appropriate remedy is final except where mandatory applicable law provides otherwise.

The Company will make reasonable efforts to communicate any rescheduling decision as promptly as circumstances allow, using the email address associated with the Customer’s account. Customers are responsible for maintaining current contact information and for monitoring the inbox associated with their Purchase.

Cancellation requests must be submitted in writing through one of the official channels designated by the Company, which include (i) the Customer’s account dashboard on the Platform, where a self-service cancellation option is available for eligible Purchases; (ii) email to the customer support address published on the Website; and (iii) any dedicated cancellation form provided by the Company. Requests submitted through social media, direct message to individual staff members, or informal conversations are not considered valid Cancellations and will not be processed.

Each Cancellation request must include, at a minimum, the Customer’s full name, the email address used at checkout, the order or confirmation number, the Event name and date, and a clear statement of the requested action. The Company may, in its sole discretion, require additional information to verify the identity of the requesting party and to confirm that the request is authorized by the account holder.

Eligibility for a Refund is determined by reference to the timestamp at which a properly formatted request is received by the Company, not the timestamp at which the Customer intended, drafted, or attempted to send the request. Customers are strongly encouraged to submit Cancellation requests as early as possible to avoid inadvertent exposure to the seven (7) day cutoff.

Once a Cancellation request is received, the Company will acknowledge receipt within a reasonable time and will complete its eligibility review within five (5) Business Days, subject to volume, holidays, and any additional verification required. Upon completion of review, the Company will issue a written determination confirming whether the request has been approved, declined, or approved subject to conditions (such as issuance of a Credit in lieu of a cash Refund).

Approved Cancellations are final. Once a Refund or Credit has been issued and confirmed, the underlying Purchase is void and cannot be reinstated. Customers who wish to attend a subsequent Event must complete a new Purchase at then-current pricing and availability.

Where permitted for a specific Event, a Customer may transfer a Ticket to another individual, provided that the transfer is completed through the Platform’s designated transfer tool or via a written request approved by the Company. Informal transfers — including forwarding of confirmation emails or sharing of QR codes — are not recognized and expose the original Customer to the risk that the intended recipient will be denied admission.

The Company may require the transferee to accept the Terms of Service, this Policy, and any Event-specific rules as a condition of admission. Certain Events, such as those subject to identity verification, age restrictions, licensing requirements, or regulated capacity limits, may not permit transfers at all, or may permit transfers only with additional documentation.

Transfer requests must be submitted no later than seventy-two (72) hours before the scheduled start of the Event, or such other deadline as the Company may publish for a specific Event. Requests received after the applicable deadline may be declined at the Company’s sole discretion, regardless of the reason for the delay.

A transferred Ticket remains subject to this Policy in its entirety. The transferee assumes all rights and obligations of the original Customer under the Purchase, including the non-refundability of the Ticket within the seven (7) day window. The Company will not entertain Refund requests from the original Customer with respect to a Ticket that has been transferred, nor from the transferee on the basis of the transfer.

A No Show occurs whenever a ticketed Customer or attendee does not appear at, log into, check in for, or otherwise participate in the Event covered by their Purchase. No Show status is determined by the Company’s internal attendance records, which include on-site scans, digital check-ins, streaming access logs, and instructor confirmations.

The Company’s costs of delivering an Event are substantially the same whether or not any particular Customer actually attends. The venue is rented, the staff is scheduled, the materials are procured, and the capacity is reserved on the basis of confirmed Ticket sales, not on the basis of walk-in attendance. A No Show therefore imposes the full cost of the Ticket on the Company without any offsetting revenue recovery, and is treated as a completed transaction for all purposes under this Policy.

Repeated No Shows may result, in the Company’s sole discretion, in the restriction, suspension, or termination of the Customer’s account and future purchasing privileges, particularly where the pattern indicates abuse of complimentary registrations, reservation of scarce capacity in bad faith, or manipulation of waitlist or lottery mechanisms.

Approved Refunds are processed exclusively to the original payment method used at checkout. The Company does not issue Refunds by check, wire transfer, cash, cash equivalent, gift card, or to any payment method other than the one used for the original Purchase, except where required by mandatory applicable law or where the original payment method is no longer available and an alternative has been verified in writing.

The Company will initiate approved Refunds within a commercially reasonable time, generally within five (5) to ten (10) Business Days following approval. Once initiated, the actual posting of the refunded amount to the Customer’s account depends on the processing timelines of the Customer’s bank, card issuer, or payment provider, and may take an additional five (5) to fifteen (15) Business Days to appear on a statement.

The Company has no control over, and cannot guarantee, third-party processing timelines, banking holidays, cross-border settlement windows, currency conversion schedules, or the internal policies of any card network or issuing institution. Delays in the posting of an initiated Refund do not constitute a breach of this Policy so long as the Company has properly initiated the Refund on its side.

Customers who do not see an initiated Refund on their statement after fifteen (15) Business Days should first contact the issuer of the original payment method. If the issuer confirms that no pending Refund has been received, the Customer should notify the Company’s customer support team, which will provide the corresponding processor reference and, if necessary, assist with tracing the transaction.

Certain categories of Purchase are non-refundable in all circumstances, regardless of the timing of the Cancellation. These items are identified as non-refundable at the point of sale, and the Customer expressly acknowledges and accepts their non-refundable status by completing the Purchase.

Non-refundable categories include, without limitation:

• Credit Card Processing Fees, as described in Section 7;
• Digital products, downloadable materials, e-books, templates, and files that have been delivered, accessed, or made available for download;
• Memberships, whether monthly, annual, lifetime, or usage-based, once a billing period has commenced;
• Subscriptions, once a renewal has been processed for the applicable billing cycle;
• Promotional items, giveaways, bundled add-ons, and items provided free of charge or at a nominal cost as part of a larger Purchase;
• Discounted Tickets sold under promotional, early-bird, flash sale, group, or partner discount programs, unless the applicable promotion expressly states otherwise;
• Gift cards, promotional codes, and Credits, whether purchased, earned, or issued as goodwill;
• Downloaded materials, recordings, replays, on-demand videos, and archived content, once access has been granted;
• Administrative fees, service fees, convenience fees, cancellation fees, rebooking fees, and expedited handling fees;
• Third-party charges, including venue-imposed fees, insurance premiums, licensing fees, and pass-through charges collected on behalf of external parties;
• Shipping and handling charges, where physical goods have been dispatched to the Customer or a designated recipient;
• Taxes, duties, levies, and other governmental charges, where applicable law does not require their refund.

Where a Purchase includes both refundable and non-refundable components, only the refundable portion is eligible for return. The Company will calculate the eligible Refund amount by deducting all non-refundable elements from the transaction total and returning only the residual balance, less any applicable Processing Fees.

Exceptions to this Policy are rare, granted sparingly, and reserved for narrowly defined circumstances in which strict application of the standard rules would produce a result that is inconsistent with the Company’s good-faith obligation to its Customers. The Company’s decision to grant or decline an exception is made in its sole discretion and does not create any precedent, entitlement, or expectation for future requests.

Circumstances that may, but are not required to, warrant an exception include:

• Duplicate charges arising from processor error or repeated checkout attempts that the Company can verify through its internal transaction logs;
• Documented system errors on the Platform that prevented the Customer from completing, modifying, or cancelling a Purchase within the applicable eligibility window;
• Billing mistakes attributable to the Company, such as charges for the wrong Event, wrong quantity, or wrong price where the Customer’s intent is clearly documented at checkout;
• Cancellation of an Event by the Company or its designated organizer, subject to Section 8;
• Legal requirements imposed by a court, regulator, or mandatory consumer protection statute applicable to the transaction.

Exception requests must be submitted through the same channels as Cancellation requests (see Section 10), must clearly identify the underlying circumstance, and should be accompanied by any supporting documentation available to the Customer. The Company will review each request individually and communicate its determination in writing.

Approval of an exception in a particular case does not constitute a waiver of any provision of this Policy in that case or any other, and does not obligate the Company to grant a similar exception in the future. Except where mandatory applicable law provides otherwise, the Company’s decision on any exception request is final.

The Company maintains a comprehensive fraud prevention program designed to protect the integrity of its refund system, safeguard the interests of honest Customers, and comply with the requirements of payment networks and applicable law. The Company reserves the right to investigate any Purchase, Cancellation, or Refund request that it reasonably suspects involves fraud, misrepresentation, or abuse.

False, misleading, or intentionally inaccurate Refund requests — including but not limited to fabricated hardship narratives, altered documentation, misrepresentation of attendance status, and coordinated group cancellation schemes — are prohibited and may result in denial of the request, forfeiture of any refunded amount, and further action described below.

The Company monitors patterns of Purchase, Cancellation, Refund, and chargeback activity across accounts, payment methods, IP addresses, and devices, and may use automated systems to identify unusual patterns indicative of abuse. Where such patterns are detected, the Company may (i) suspend or terminate the affected account, (ii) require identity verification, including government-issued identification, before processing further transactions, (iii) block future Purchases from associated payment methods or accounts, and (iv) refer the matter to law enforcement, card networks, or collection agencies as appropriate.

The Company may also, at its sole discretion, decline to issue Refunds that it reasonably believes are being requested in bad faith or as part of an abuse pattern, even where the transaction otherwise satisfies the standard eligibility criteria. Nothing in this Section limits any other remedy available to the Company under this Policy, the Terms of Service, or applicable law.

A Chargeback is a formal payment dispute filed by a Customer directly with the Customer’s card issuer or bank, resulting in the reversal of a transaction pending investigation by the card network. Chargebacks impose significant costs on the Company, including per-dispute processing fees, administrative burden, elevated scrutiny from payment processors, and the risk of increased processing rates or termination of merchant services.

By completing a Purchase, the Customer expressly agrees that, in the event of any billing concern, the Customer will first contact the Company’s customer support team and afford the Company a reasonable opportunity — of no less than ten (10) Business Days — to investigate and resolve the concern before initiating any Chargeback. This obligation applies even where the Customer believes that a Refund is clearly due; the Company’s internal resolution process is materially faster and more efficient than a network-level dispute for both parties.

A Chargeback initiated in violation of this Section, or initiated in respect of a Purchase for which the Customer has already received the corresponding Service or which is expressly non-refundable under this Policy, is considered an improper Chargeback. Improper Chargebacks may result, at the Company’s sole discretion, in one or more of the following consequences:

• Immediate suspension or permanent termination of the Customer’s account and all associated Registrations;
• Cancellation of any then-outstanding Tickets, Registrations, or Credits without further refund obligation;
• Permanent ban from future Purchases through the Platform, the Website, or any successor property operated by the Company;
• Referral to third-party collection agencies for recovery of the disputed amount, plus reasonable collection costs;
• Assessment of an administrative fee to reimburse the Company for chargeback processing costs, up to the maximum amount permitted by applicable law;
• Recovery of the Company’s reasonable attorneys’ fees, court costs, and enforcement expenses in any resulting proceeding;
• Legal action for breach of contract, conversion, or fraud, where permitted under applicable law;
• Loss of future purchasing privileges across all Company-operated properties.

The Company will actively contest improper Chargebacks and will submit all relevant documentation to the applicable card network in support of the disputed transaction.

The Company shall not be liable for any failure or delay in the performance of its obligations under this Policy, the Terms of Service, or any Purchase to the extent that such failure or delay results from a Force Majeure event. During the pendency of a Force Majeure event, the Company’s refund and rescheduling obligations shall be limited as described in this Section.

Force Majeure events include, without limitation:

• Natural disasters, including earthquakes, hurricanes, tornadoes, floods, wildfires, and severe storms;
• Epidemics, pandemics, quarantines, and public health emergencies;
• Governmental orders, restrictions, curfews, sanctions, embargoes, or changes in law that prohibit or materially impair the delivery of an Event;
• Acts of war, insurrection, civil unrest, riots, and acts of terrorism;
• Failures of internet infrastructure, cloud service outages, distributed denial-of-service attacks, and other third-party technology disruptions;
• Power outages, utility failures, and telecommunications disruptions affecting the Company’s ability to deliver the Services;
• Extreme weather events that render travel to or occupancy of a venue unsafe;
• Venue closures, evacuations, or loss of permits or licenses beyond the Company’s reasonable control;
• Strikes, lockouts, labor disputes, and shortages of critical labor or materials;
• Any other circumstance beyond the reasonable control of the Company that materially impairs its ability to perform.

Where an Event is cancelled, postponed, or materially modified as a result of a Force Majeure event, the Company may, in its sole discretion, (i) reschedule the Event to a later date; (ii) offer affected Customers a Credit toward future Purchases; (iii) offer a partial or full Refund of the Ticket price, less non-refundable Processing Fees and any costs already incurred in reliance on the original Event; or (iv) where cost recovery is not feasible and applicable law so permits, offer no Refund. The Company’s choice of remedy under this Section is final except where mandatory applicable law provides otherwise.

The Company’s obligations under this Policy are strictly limited to the specific remedies expressly described herein: a Refund of eligible amounts to the original payment method, or, at the Company’s election in the circumstances described above, issuance of a Credit or a transfer to a comparable Event. In no event shall the Company be liable for any incidental, consequential, indirect, special, punitive, or exemplary damages arising out of or in connection with a Purchase, Cancellation, or Refund request.

Without limiting the generality of the foregoing, the Company shall not be liable for:

• Travel expenses, including airfare, train tickets, rideshare fares, fuel, tolls, and parking;
• Hotel and lodging expenses, including non-refundable reservations, deposits, and change fees;
• Ground transportation, transit passes, and rental car charges;
• Missed work, lost wages, lost profits, foregone business opportunities, and expenses related to time away from employment;
• Third-party purchases made in reliance on the Event, including meals, entertainment, souvenirs, gifts, and services;
• Incidental damages, including inconvenience, disappointment, or emotional distress;
• Consequential damages of any nature, whether foreseeable or not, arising out of the Purchase or the Company’s performance under this Policy;
• Any damages exceeding, in the aggregate, the total amount actually paid by the affected Customer for the specific Purchase giving rise to the claim.

To the maximum extent permitted by applicable law, the Company’s aggregate liability arising out of or relating to this Refund Policy shall not exceed the total amount actually paid by the affected Customer for the specific Purchase giving rise to the claim, less any non-refundable Processing Fees.

The limitations set out in this Section apply regardless of the legal theory on which any claim is based, including contract, tort, negligence, strict liability, or otherwise, and apply even where the Company has been advised of the possibility of such damages. Where applicable law does not permit the exclusion or limitation of certain damages, the exclusions and limitations in this Section shall apply to the maximum extent permitted by that law.

The Company reserves the right to revise, amend, restate, or replace this Policy at any time and from time to time, in its sole discretion, in order to reflect changes in its Services, technology, business practices, payment processor requirements, or applicable law. When material changes are made, the Company will update the “Last Updated” date at the top of this Policy and, where the change is material, will provide reasonable additional notice through the Platform, the Website, or by email to registered Customers.

Updated versions of this Policy become effective as of the date indicated in the revised document. Purchases completed on or after the effective date of a revision are governed by the revised Policy. Purchases completed prior to the effective date continue to be governed by the version of this Policy in force at the time of the Purchase, except where mandatory applicable law requires the retroactive application of a change.

Continued use of the Platform, the Website, or the Services after the effective date of a revision constitutes the Customer’s acceptance of the revised Policy. Customers who do not agree to a revision must discontinue use of the Services and refrain from initiating further Purchases; existing Purchases remain governed by the version of the Policy applicable at the time of the transaction.

The Company will maintain an accessible archive of prior versions of this Policy for a reasonable period following each revision, so that Customers can identify the version applicable to any given Purchase. Requests for prior versions should be directed to the customer support team using the contact information in Section 21.

Questions, refund requests, exception requests, and other communications relating to this Policy should be directed to the Company using the contact details below. Customers are encouraged to include the order or confirmation number and the email address associated with the underlying Purchase to expedite handling.