Refunds and cancellations

1. Who decides on refunds

Each event is run by a third party (the Organizer), which sets its own cancellation and refund policy. ePlan handles the cancellation and, where due, processes the refund following the Organizer's instructions and applicable law.

2. How to cancel

• Open the app, go to Tickets, choose the ticket and tap “Cancel booking”.
• State the reason and confirm. The ticket moves to the Cancelled tab with its note, and its QR code stops being valid.
• If you cannot use the app, write to [email protected] from your account's email address with the order number.

3. When a refund is due

• The Organizer cancels the event: you are entitled to a full refund of the amount paid for the ticket.
• The Organizer substantially changes the date or venue: you may keep your ticket or ask for a refund within the period announced.
• You cancel: whether the refund is full, partial or not due depends on the Organizer's policy and on how far in advance you cancel. Bookings with lodging may carry per-night penalties under the hotel's conditions.
• Duplicate or mistaken charge: we correct it and return the difference.

As a general rule there is no refund if you do not attend, if you arrive after doors close or if you are refused entry for breaking the event's rules.

4. Particular cases

Bookings with lodging

At events with a lodging plan, nights are booked with the hotel at the rate negotiated by the Organizer. Cancelling close to the date may incur the penalty the hotel applies (for example, the first night or the whole stay). Where it applies, the Organizer will tell you the amount before the cancellation is confirmed.

Bookings with a balance due

If you booked and have not yet paid in full, cancelling releases your place. Whether what you have already paid is refunded depends on the event's policy. A booking with an overdue balance may be cancelled by the Organizer.

Rescheduled events

Your ticket is valid for the new date without you having to do anything. If you cannot attend, ask for a refund within the period the Organizer announces; after that period you are taken to accept the new date.

Free events

There is no amount to return. If you are not going to attend, cancel anyway to free your place.

Change of ticket holder

Tickets are issued in a person's name. Changing the holder is possible only if the Organizer allows it; ask through the event's chat.

5. How to request a refund

• Cancel the ticket in the app stating the reason, or write to the Organizer through the event's chat.
• If you need help, write to [email protected] with your order number, your account's email address and a short explanation.
• We will acknowledge receipt within 2 business days at most and give you the decision, under the event's policy, within 10 business days at most.

6. How and when refunds are paid

Refunds go back to the payment method used, in the currency of the charge; we do not refund in cash or to a different card. Once approved, the usual time is 5 to 15 business days, depending on your bank. Exchange-rate differences or fees applied by your bank are outside ePlan’s control. You can see the status of your payments under Profile › My payments.

7. Questions and complaints

To check an event's policy, message the Organizer from the app (“Message the organizer”). If you get no answer or disagree, write to [email protected] and we will mediate. In every case you keep the rights given to you by consumer protection Law No. 358-05.