Ticket & Refund Policy
FacilEvents provides event management and ticketing technology to independent Event Organisers. Unless expressly stated otherwise, FacilEvents is not the organiser, promoter or seller of Events — ticket purchases are made from the relevant Event Organiser.
1. Ticket payments
Ticket payments are processed through the Payment Provider connected by the Event Organiser, such as Stripe or SumUp, directly into the Organiser’s own account. FacilEvents does not receive or hold ticket proceeds.
2. Refund policies belong to the Organiser
Each Event Organiser is responsible for establishing and communicating its own refund policy, subject to applicable law. Attendees should review the Organiser’s terms before completing a purchase.
Requests for ticket refunds should be made directly to the Event Organiser, using the contact information on the Event page or ticket confirmation email.
3. Processing refunds
Approved refunds are initiated by the Event Organiser through its connected Payment Provider. Because FacilEvents does not receive or hold ticket proceeds, FacilEvents cannot independently refund them. The time for funds to reach an Attendee depends on the Payment Provider and the Attendee’s bank or card issuer.
4. Cancelled, postponed or changed Events
If an Event is cancelled, the Organiser is responsible for communicating with Attendees and providing refunds or other remedies as required by applicable law and its terms.
Where an Event is postponed, relocated or materially changed, the Organiser is responsible for determining and communicating the options available to Attendees, subject to applicable law.
5. Statutory rights
Nothing in this policy or an Organiser’s Event policy excludes or restricts consumer rights that cannot lawfully be excluded.
6. FacilEvents subscription fees (Organisers)
This policy covers Event tickets. Refunds or credits relating to FacilEvents subscription fees paid by Organisers are governed by the Terms of Service and the terms presented when subscribing — the 14-day free trial means no charge is made before an Organiser has fully tried the service, and cancellation takes effect at the end of the current billing cycle.
Where the FacilEvents 1% fee was deducted automatically at the moment of payment (online sales through a connected Stripe account), refunding the sale through the Platform returns that fee automatically. For sales billed on the monthly invoice, refunded amounts recognised by the billing system are excluded from the fee calculation.
7. FacilEvents support
For technical problems with the Platform (a ticket that will not open, a QR that will not scan): support@facilevents.com. For everything about the Event itself — times, venue, admission, refunds — contact the Organiser.