Refund & Cancellation Policy

1. Overview

This policy explains how refunds and cancellations are handled on the V2Events platform. V2E acts as an intermediary between ticket buyers and event organisers (Partners). Refund decisions are primarily made by the event organiser, subject to the terms outlined below.

2. Ticket Refunds

2.1 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.

2.2 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

2.3 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.
• Each refund request is reviewed by the event organiser, who has the discretion to approve or decline the request.

2.4 Non-Refundable Fees

For Partner events, the V2E platform fee (£0.50 + 4% per ticket) is non-refundable in all circumstances, including event cancellation. Approved refunds will be for the ticket face value minus the V2E 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.

2.5 Refund Processing

Approved refunds are processed via Stripe and will typically appear in your account within 5–10 business days. Once a refund is approved, the corresponding ticket is automatically invalidated and can no longer be used for entry.

3. Event Cancellations

3.1 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 (excluding V2E platform fees).
• 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.

3.2 Cancellation by V2E

In exceptional circumstances, V2E may cancel an event (e.g. if it breaches our Terms of Service or applicable laws). In such cases, ticket holders will be notified and entitled to a refund of the full amount paid minus Stripe payment processing fees (approximately 1.5% + 20p).

3.3 V2E Original Events

For events created and hosted directly by V2E ("V2E Originals"), refunds are processed by V2E administrators. The full ticket price including V2E fees is refunded; only Stripe payment processing fees are deducted.

4. No Cooling-Off Period

Under the Consumer Contracts (Information, Order and Cancellation) Regulations 2013, the standard 14-day cooling-off period for online purchases does not apply to tickets for leisure events taking place on a specific date (Regulation 28(1)(h)). By purchasing a ticket, you acknowledge and agree to this.

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. Transferred tickets cannot subsequently be refunded by the original purchaser.

6. Disputes

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, although final refund decisions for non-cancelled events rest with the event organiser.

7. Contact

For any questions about refunds or cancellations, email us at support@v2events.uk.