Refund and Cancellation Policy

Draft. This text is a starting draft. It has not been reviewed by an attorney yet and may change. Last edited 2026-10-24.

This page is a template for organizers. Each organizer decides its own refund policy and publishes it in Venue Vision; buyers see that text next to the checkout button. If an organizer has not written one, the default text below is shown.

Default text shown at checkout

Refunds and cancellations are decided by the organizer of this event. If the organizer cancels the event or the live stream cannot be delivered, you are entitled to a refund of the ticket price. Otherwise tickets are non-refundable unless the organizer says so. To ask for a refund, contact the organizer using the details on your ticket email. Card disputes are handled through Stripe.

Points a good policy covers

• Buyer's remorse: say plainly whether tickets are refundable, until when, and whether any fee is kept. Do not hide fees until the last step.
• You cancel or reschedule: a cancelled event means a full refund of the ticket price. For a reschedule, say how long buyers have to ask for a refund and whether tickets carry over.
• Streams: define what counts as delivered (the stream was available at the start time, and the replay if you offered one). Say what happens after a technical failure, for example a credit, a free replay or a refund if more than a stated number of minutes were lost.
• Replays: say that replays depend on your licence, how long they stay up, and that a replay is not offered if the licence does not allow it.
• Device and sharing limits: tell buyers that a ticket is for personal viewing, that a new device can end the session on another device, and that shared codes can be disabled without a refund.
• How to ask: give an email address and a response time. Answering quickly prevents most card disputes.
• Donations: say whether donations are refundable. Nonprofit organizers should confirm the receipt wording with their advisor.

Chargebacks

If a buyer disputes a card payment, Stripe debits the organizer's balance and may charge a dispute fee. Venue Vision can export an evidence packet for an order: the order, the policy version shown, the network address and browser at purchase, door scans and the stream viewing sessions for the tickets. The organizer submits it to Stripe. A clear policy shown before payment is the strongest evidence you have.

Organizers can edit their policy after signing in, under "Refund policy" for the organization.