Refund & Cancellation Policy
Understanding our refund and cancellation procedures
This Refund & Cancellation Policy explains how Eventso handles refunds and cancellations for services booked through our platform.
1. Our Role
Eventso is an online platform connecting customers with independent vendors. We facilitate discovery and payments through Stripe but we are not the seller of the goods or services listed. The contract for the supply of goods or services is between the customer and the vendor.
2. Vendor Policies at Checkout
Each vendor is required to display their cancellation and refund terms on their listing and at checkout. Customers should review these terms carefully before booking or purchasing.
3. Customer Cancellations
Customers may cancel an order or booking in accordance with the vendor's stated policy.
Where the vendor's policy allows a refund, the refund will be processed back to the customer's original payment method through Stripe.
EU consumers may have additional statutory rights of withdrawal (14-day "cooling off" period) unless an exception applies (e.g. custom goods, urgent services). Vendors must clearly indicate if an exception applies.
4. Vendor Cancellations / Non-Delivery
If a vendor cancels or fails to deliver, the customer is entitled to a refund of all amounts paid through Stripe for that order, unless otherwise agreed.
Eventso may, at its discretion, withhold or reverse payments to a vendor where a complaint is substantiated.
5. How to Request a Refund
Customers can request a refund by contacting the vendor directly via Eventso's messaging system.
If no response is received within 3 business days or the issue cannot be resolved, customers may escalate the matter to Eventso via the "Report" button or by contacting info@eventso.net
Eventso will review the complaint, request evidence from both parties, and, where appropriate, facilitate a refund through Stripe.
6. Processing Times
Approved refunds are typically processed within 5–10 business days depending on the customer's bank or card issuer.
7. Illegal or Prohibited Listings
If a listing is found to be illegal or in breach of Eventso's policies, it will be removed immediately and the vendor permanently banned.
Buyers are not entitled to refunds on illegal purchases. Vendors will forfeit any income derived from illegal or prohibited listings.
8. Our Liability
Eventso acts only as a facilitator and payment agent. We are not responsible for the quality, safety, or legality of vendors' products or services, but we will take prompt action on verified complaints to protect customers.
9. Changes to This Policy
We may update this Refund & Cancellation Policy from time to time. We will post the updated version on the site with an effective date.
For questions about this policy, please contact us at info@eventso.net