Refund & Cancellation Policy

1. Overview

This policy explains how refunds and cancellations are handled on the V2Events platform, operated by Version 2 Events Ltd (company number 17150252). V2E acts as an intermediary between ticket buyers and event organisers (Partners). Refund decisions for Partner events are primarily made by the event organiser, subject to the terms outlined below.

This policy should be read alongside our Terms of Service.

2. No Statutory Cooling-Off Period

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the standard 14-day cooling-off period for distance contracts does not apply to the supply of services related to leisure activities where the contract provides for a specific date or period of performance (Regulation 28(1)(h)). Event tickets fall within this exemption.

This means there is no automatic statutory right to cancel and receive a refund once your ticket purchase is confirmed. However, this does not prevent you from requesting a refund under the organiser's voluntary refund policy (see below), and your consumer rights under the Consumer Rights Act 2015 are not affected.

3. Ticket Refunds

3.1 Refund Availability

Refund availability is set by the event organiser on a per-event basis. Some events may allow refund requests while others may not. You can check whether refunds are available for a specific event on the event's page before purchasing.

3.2 How to Request a Refund

If refunds are available for your event, you can request one by:

1. Signing in to your V2Events account
2. Going to your tickets page
3. Selecting the ticket you wish to refund
4. Clicking "Request Refund" and providing a reason

3.3 Refund Conditions

• Refund requests can only be made for confirmed tickets that have not been used for check-in.
• Refund requests must be submitted before the event date (or event end date, if the event spans multiple days).
• Each refund request is reviewed by the event organiser, who has the discretion to approve or decline the request.

3.4 Non-Refundable Fees

For Partner events (events created by third-party organisers), the V2E platform fee (£0.50 + 4% per ticket) is non-refundable when a refund is initiated at the buyer's request or at the organiser's discretion. This is because V2E's intermediary service (facilitating the transaction, processing the payment, and issuing the ticket) has already been delivered regardless of whether you attend the event.

Example: If you paid £10.00 for a ticket and the V2E platform fee was £0.90 (£0.50 + 4% of £10.00), your approved refund would be £9.10 (the ticket face value minus the platform fee).

For V2E Original events (events created and hosted directly by V2E), the V2E platform fee is refunded. Only Stripe payment processing fees (approximately 1.5% + 20p per transaction) are non-refundable, as these are charged by Stripe and cannot be recovered.

3.5 Refund Processing

Once a refund is approved by the organiser (or V2E for Original events), V2E will initiate the Stripe refund within 2 business days. The refund will then typically appear in your account within 5–10 business days thereafter, depending on your bank or card issuer.

Once a refund is processed, the corresponding ticket is automatically invalidated and can no longer be used for entry.

4. Event Cancellations

4.1 Cancellation by the Organiser

If an event organiser cancels an event, all ticket holders will be notified by email. In this case:

• You are entitled to a refund of the ticket face value. For Partner events, the V2E platform fee remains non-refundable (as V2E's intermediary service was already provided).
• The organiser is responsible for processing all refunds within 7 business days of the cancellation.
• If the organiser fails to process refunds within this period, V2E may intervene by charging the organiser's connected payment method for the outstanding refund amounts and distributing them to affected ticket holders.

4.2 Cancellation by V2E

In exceptional circumstances, V2E may cancel an event (e.g. if it breaches our Terms of Service, poses safety concerns, or violates applicable laws). In such cases:

• All ticket holders will be notified by email.
• You will receive a refund of the full amount paid, including the V2E platform fee.
• Only Stripe payment processing fees (approximately 1.5% + 20p) are non-refundable, as these are charged by Stripe and cannot be recovered.

4.3 V2E Original Events

For events created and hosted directly by V2E ("V2E Originals"), if the event is cancelled, you will receive a refund of the full ticket price including V2E fees. Only Stripe payment processing fees are deducted.

5. Ticket Transfers

As an alternative to requesting a refund, you may be able to transfer your ticket to another person via the V2Events platform. Once a ticket has been transferred, the original purchaser can no longer request a refund for that ticket. The new ticket holder assumes all rights and obligations associated with the ticket.

6. Disputes and Your Rights

If you are dissatisfied with a refund decision made by an event organiser, please contact us at support@v2events.uk. We will endeavour to mediate the dispute fairly, although final refund decisions for non-cancelled Partner events rest with the event organiser.

Your statutory rights are not affected. Nothing in this policy limits your rights under the Consumer Rights Act 2015 or any other applicable legislation. If an event is not delivered as described (e.g. the event materially differs from its listing), you may have additional rights under consumer protection law.

You also retain your rights under the Payment Services Regulations 2017 and may contact your card issuer or bank if you believe a charge on your account is unauthorised or if the goods or services you paid for were not received.

7. Contact

For any questions about refunds or cancellations, please contact us:

• Email: support@v2events.uk
• Post: Version 2 Events Ltd, 6 Babylon Grove, Milton Keynes, MK4 4GH