Refund Policy

1. Tickets, packages and add-ons sold by an organiser

1.1 Everything sold on an event page is sold by the organiser, not by the Company. The organiser sets the refund, exchange, transfer and cancellation policy for its event, shows it at checkout and is solely responsible for applying it. If no policy is shown, all sales are final unless the law requires otherwise or the organiser agrees.

1.2 Refund requests must be made to the organiser using the contact details on the event page or your confirmation email. The Company cannot issue, approve or compel a refund of money paid to an organiser, does not hold those funds, and is not liable for an organiser's decision, delay or insolvency.

1.3 When an organiser issues a refund through the Platform, the registration is cancelled, the ticket code stops working at the door and the payment provider returns the money to the original payment method. Processing times depend on the payment provider and your bank, typically 5 to 10 business days. Payment provider fees may not be refundable to the organiser; that does not reduce the amount due to you unless the organiser's policy says so and the law allows.

1.4 If an event is cancelled, postponed or materially changed, the organiser decides whether to refund, reschedule or offer credit, subject to applicable consumer law. We may, at the organiser's request or where required by law, send notices to ticket holders on the organiser's behalf.

1.5 Chargebacks. If you dispute a charge with your bank instead of contacting the organiser, the dispute is handled between you, your bank, the payment provider and the organiser. The organiser may cancel the related ticket while the dispute is open. Abusive chargebacks may lead to suspension of your account.

1.6 Free tickets carry no refund but may be cancelled by you or the organiser at any time before the event.

2. Exhibitor and sponsor fees

2.1 Participation fees and add-ons ordered from an organiser are governed by the organiser's invitation and exhibitor terms. Refunds, if any, follow those terms and are paid by the organiser. Add-ons supplied by the organiser (power, furniture, equipment) are generally non-refundable once ordered unless the organiser's terms say otherwise.

3. Platform fees paid to the Company

3.1 Usage fees are calculated from the append-only arrival ledger. Because reprints, re-entries, duplicate scans, no-shows, staff and exhibitor credentials are never counted, usage fees are not refundable except where a ledger error is shown. Any dispute must be raised within 14 days of the invoice date; we reconcile line by line and correct any error by credit note.

3.2 Subscription fees for Pro and Enterprise plans are billed in advance and are non-refundable for the current period. You may cancel for the next period at any time. Where we withdraw a plan or materially reduce it, we refund the unused portion of any prepaid period pro rata.

3.3 Catalogue items and quoted services (printers, kiosks, consumables, onsite staff, custom badges): orders may be cancelled free of charge before we confirm them or begin production or dispatch. After that, cancellation charges apply equal to costs incurred and committed, up to the full price for custom-made items. Hardware hire is non-refundable once the hire period begins. Defective goods will be repaired, replaced or refunded as the law requires.

3.4 Payments to the Company made in error (for example a duplicate payment of an invoice) are refunded in full to the original method within 10 business days of our confirming the error.

4. Failed, expired and pending payments

4.1 If a payment fails, is declined or a checkout expires, no ticket or package is issued, held inventory is released and nothing is charged. A pending bank transfer order is cancelled automatically if payment is not received by its deadline.

5. Statutory rights

5.1 Nothing in this policy limits rights that cannot be excluded under the Consumer Protection (Fair Trading) Act 2003 or other applicable law.