Refund Policy

Last Updated: January 2025

Refund Policy

1. Overview

1.1 Purpose and Scope

  • This Refund Policy governs all refund requests for ticket purchases made on the LuminEvent Platform, ensuring a fair, transparent process for attendees and organizers.
  • It applies to all ticket types (single-person, group) and events (single or recurring).
  • The policy balances attendee rights with organizer autonomy, aligning with Nigerian consumer protection laws.

1.2 Organizer-Managed Refunds

  • Refunds are managed by event organizers, not LuminEvent.
  • Organizers set event-specific refund policies during event creation, displayed on the event page and at checkout.
  • LuminEvent facilitates request submission and communication but does not make refund decisions.

1.3 Currency

  • All refunds are processed in NGN, consistent with the Platform’s transaction currency.
  • For example, a ₦10,000 ticket purchase will be refunded in NGN to the original payment method.
  • This avoids currency conversion issues and ensures compliance with Nigerian financial regulations.

2. Refund Eligibility

2.1 Organizer Discretion

  • Refund eligibility is determined by the organizer’s refund policy, disclosed before purchase.
  • Policies may vary (e.g., refunds allowed within 14 days, only for cancellations, or not at all).
  • Attendees must review these terms at checkout.

2.2 Event Cancellation

  • If an organizer cancels an event, attendees are entitled to a full refund (excluding platform service fees), unless otherwise stated in event terms.
  • This aligns with Nigerian consumer protection laws.

2.3 Event Postponement

  • Refunds for postponed events depend on the organizer’s policy.
  • Attendees can submit refund requests, and organizers must respond within 7 business days.

2.4 Non-Refundable Cases

  • Unless explicitly allowed by the organizer’s policy, tickets are non-refundable for reasons such as:
    • Change of mind
    • Inability to attend
    • Personal circumstances

2.5 No Seat Changes

  • Seats for single events are fixed upon payment and cannot be changed.
  • This simplifies event logistics and prevents seat disputes.

3. Refund Process

3.1 Request Submission

  • Attendees submit refund requests via the Platform, specifying the reason (e.g., event cancellation).
  • Notifications are emailed to both the attendee and organizer.

3.2 Processing Timeline

  • Organizers must respond to refund requests within 7 business days, approving or denying based on their policy.

3.3 Platform Role

  • LuminEvent provides tools for submission, notification, and processing but does not make refund decisions.

3.4 Confirmation

  • Attendees and organizers receive email confirmations for refund request submissions, approvals, or denials.

4. Disputes

4.1 Organizer Non-Response

  • If an organizer fails to respond within 7 business days, attendees may escalate to LuminEvent support at support@luminevent.com.
  • LuminEvent will investigate and intervene as needed.

4.2 Fraudulent Requests

  • LuminEvent reserves the right to deny refunds for fraudulent or abusive requests (e.g., duplicate submissions, false claims).
  • Denials are based on evidence (e.g., QR code scans) and reasons are communicated to the attendee.

5. Limitations

5.1 Service Fees

  • Platform service fees (e.g., 10% of ticket price) are non-refundable, as they cover operational costs like payment processing and hosting.

5.2 Third-Party Fees

  • Bank or payment gateway fees (e.g., Paystack fees) are not refunded as they are charged by third parties.

5.3 No Guarantee

  • LuminEvent does not guarantee refunds if the organizer’s policy prohibits them, as decisions are organizer-managed.