Refund and cancellation policy
1. Two different things
This policy is part of the Eventeru Terms of Service and is published by Almirall Events S.L., the company that operates Eventeru. It covers two separate kinds of payment, and they follow different rules. Read the one that applies to you.
- A ticket or other product you bought for an event: sections 2 to 8. The organiser sets the policy, and the platform enforces it.
- An Eventeru subscription or usage charge you pay us as an organiser: section 9.
2. The organiser sets the refund policy
Every event publishes its own terms, generated from the settings the event actually runs on, so what you read there is what the system enforces. They are linked from checkout and from the event page. Read them before you buy.
An event uses one of four refund policies:
| Policy | What it means for you |
|---|---|
| No refunds | Voluntary refunds for a change of plans are not offered. This does not exclude review of organiser cancellation, material changes, payment errors or applicable legal rights. If transfers are allowed, transferring your ticket may be an alternative. |
| Flexible, any time | You can request a refund at any time before the event. There is no deadline on the request itself. |
| Flexible until a deadline | You may request a voluntary refund before the configured deadline, calculated as exact elapsed days before the event starts. Zero days means the event start. Other rights-based requests remain available for human review after that deadline. |
| Organiser approval | You can request a refund at any time before the event, and the organiser reviews each request. Approval is at their discretion. |
Where enabled, eligible voluntary requests received before the configured automatic-approval deadline are approved without human review. No-refunds policies do not automatically approve voluntary requests. Cancellation, material changes, payment problems and statutory-rights claims receive human review. The event terms state its policy and deadline.
Cancelling a ticket releases your place and the organiser may sell it to someone else immediately. Cancellation is not reversible.
3. How to request a refund
- Open the order from your tickets or your order confirmation email.
- Choose voluntary cancellation if you want to surrender your place under the event policy. Otherwise select organiser cancellation, a material change, a consumer right or another payment issue to request human review without cancelling your ticket.
- An eligible voluntary request may be approved automatically. Other requests go to the organiser for review; choosing a reason does not guarantee approval. A refund accepted by the payment provider may still be pending and can fail before settlement.
- Contact us if the organiser cannot be reached or does not respond within a reasonable time.
Our contact address is connect@eventeru.com. We can help you reach an organiser and can look at whether the platform applied their policy correctly. Where the organiser is the seller, we cannot overrule their commercial decision on a refund they are entitled to refuse.
4. What you get back
A refund covers what was paid for that ticket, less its share of any discount applied to the order. It is returned to the card or account the order was paid from. We cannot send it anywhere else.
- Tax is refunded in proportion to the amount refunded, using the tax actually charged on the line being refunded.
- Partial refunds are possible where the organiser offers them, and are calculated the same way.
- A refund of a whole order returns every line on it.
Once a refund is issued it usually reaches your account within five to ten business days. The exact timing is set by your bank or card issuer and is outside our control, and outside Stripe’s.
5. Fees on a refunded order
This is the part that most often surprises organisers, so it is stated plainly.
| Situation | Our platform fee | Stripe’s processing fee |
|---|---|---|
| An individual refund: buyer cancellation, a single ticket cancelled, or a partial refund | Retained. The service was provided, so the fee is not returned, and the organiser bears it. | Not recoverable. The organiser bears it. |
| The whole event is cancelled and attendees are refunded in full | Returned. The attendee received nothing at all, so we do not charge for it. | Not recoverable. The organiser bears it. |
| A chargeback the organiser loses | Retained, and recorded. | Not recoverable, and Stripe also charges a dispute fee. |
This means cancelling a sold event has a real cost to the organiser even though attendees are made whole, because payment processing fees are never returned by anybody.
6. A refund does not cancel a registration
Issuing a refund is a financial act only. On its own it does not cancel the registration or free the seat: cancelling the place is a separate, explicit action. The two are kept apart deliberately, so that a seat is never released twice or released by accident.
If you cancel your ticket through the platform, both happen: the place is released and the refund is requested. If an organiser refunds you directly without cancelling, tell them if you also want the place released.
7. If the organiser cancels or moves the event
Each event states in its terms what the organiser has committed to if they cancel. There are three commitments, and they behave differently:
| Commitment | What happens |
|---|---|
| Full refund | Cancelling the event automatically cancels every confirmed ticket and refunds every paid order in full, including tax. You do not have to ask. |
| Transfer or refund | Your ticket stays on the record and you are notified. You then request a refund, or accept a transfer to another date, through the normal request route in section 3. |
| Credit | Your ticket stays on the record and you are notified. The organiser arranges credit towards a future event directly with you. |
If an event is rescheduled rather than cancelled, your ticket normally moves with it. The notification you receive says what the organiser has decided and what your options are.
Whatever an organiser has committed to, your statutory rights against the seller of the ticket, for a service that was paid for and not provided, are not affected.
For an order already partly refunded, full cancellation refunds only the outstanding balance. Payments made outside Stripe need repayment through the original payment channel arranged with the organiser; the platform must not mark money returned merely because a ticket was cancelled. Credit or a transfer cannot replace a monetary remedy required by law without the agreement needed by law.
8. Consumer withdrawal rights
Consumers buying at a distance normally have a 14-day withdrawal right, subject to applicable exceptions. The exception in Article 103(l) of Spanish consumer law concerns services related to leisure activities supplied on a specific date or during a specific period; a date alone is not enough.
A meetup or conference category helps describe an event but does not conclusively determine its legal classification. Professional conferences, training, subscriptions and digital content must not automatically be treated as exempt leisure tickets. The nature of the service and whether the buyer acts as a consumer matter.
Where withdrawal applies, a voluntary no-refunds policy or deadline does not remove it. Use the consumer-rights review option or contact the seller. Any loss of a withdrawal right through immediate service performance or digital supply requires the applicable legal conditions, including the required express request or consent and acknowledgement; attendance or acceptance of general terms is not a blanket waiver.
9. Eventeru subscriptions and usage charges
Plans are billed in advance and renew automatically. You can cancel at any time from your billing settings. Cancelling takes effect at the end of the period you have already paid for, and you keep the plan’s features until then. We do not refund part-used periods, except where mandatory consumer law requires it or where we have charged you in error.
Metered usage above your plan’s allowance, such as streaming minutes, recording storage or marketing email, is billed in arrears on your next invoice. It is capped by the monthly overage cap on your account, which blocks further metered usage once it is reached and is also applied to the invoice, so you cannot be billed more overage than the cap you set.
If you think a charge is wrong, contact connect@eventeru.com within 60 days of the invoice date. We will look into it and correct anything we got wrong.
10. Please do not start a chargeback first
A chargeback raised with your card issuer takes months, costs the organiser the disputed amount and a dispute fee on top, and does not get you a decision any faster than asking for a refund does.
Ask the organiser first, and ask us if the organiser does not respond. If you have genuinely been defrauded, raise the dispute; your rights against your card issuer are not affected by anything on this page.