Refund & Cancellation Policy
This policy covers two categories of payments processed through or related to the EventAxis platform: (a) subscription fees paid by event organisers to EventAxis, and (b) delegate registration payments collected by event organisers from attendees via EventAxis.
1. EventAxis Subscription Fees — No Refund
This applies to all plans (Starter, Professional, and Scale), whether billed monthly or annually, and regardless of usage during the billing period. Once a subscription fee is charged, it will not be reversed, credited, or adjusted under any circumstance, including but not limited to:
- Early cancellation of the subscription.
- Partial or no use of platform features during the paid period.
- Downgrading to a lower-tier plan mid-cycle.
- Dissatisfaction with the platform or its features.
- Technical issues or service interruptions (covered separately under the SLA).
1.1 Cancellation and Access
Subscribers may cancel their plan at any time from the Admin Dashboard or by writing to support@eventaxis.co. Upon cancellation:
- Monthly plans: Access continues until the end of the current billing month. No further charges are made.
- Annual plans: Access continues until the end of the contracted annual term. No partial-year refunds are issued.
All event data, attendee records, and badge templates remain accessible in read-only mode for 90 days after the subscription ends. After 90 days, data is permanently deleted in accordance with our Data Retention Policy.
1.2 Free First-Event Guarantee
New clients enrolling under the EventAxis Performance Guarantee may run their first event at no subscription cost. If the client chooses not to continue after the trial event, no charges apply. This guarantee does not constitute a refund — it is a zero-cost trial and does not create any refund entitlement for subsequent paid subscriptions.
2. Delegate Registration Payments — Organiser-Controlled
2.1 EventAxis Is Not the Merchant of Record
When delegates (attendees) pay to register for an event through EventAxis, the payment is collected on behalf of the event organiser. EventAxis is the platform provider, not the seller of the event ticket or registration. The commercial relationship for the registration exists between the delegate and the event organiser. EventAxis facilitates the transaction but does not determine refund eligibility.
2.2 Organiser Sets the Refund Policy
Each event organiser defines their own delegate refund policy during event setup in the EventAxis Registration Engine. The organiser selects from three refund modes:
| Refund mode | How it works |
|---|---|
| Full refund | Delegates may request and receive a 100% refund at any time before the event start date. No refunds after the event begins. |
| Partial refund | Organiser defines a refund schedule (e.g., 100% if cancelled 30+ days before event, 50% if 15–29 days, 0% within 14 days). The schedule is displayed to delegates at the time of registration. |
| No refund | All delegate payments are final once processed. No refunds are issued regardless of cancellation timing. |
The selected refund policy is displayed prominently on the registration form and included in the registration confirmation sent via email and/or WhatsApp. Delegates must acknowledge the refund terms before completing payment.
2.3 Processing Delegate Refunds
When a refund is due under the organiser's chosen policy:
- The organiser initiates the refund from the EventAxis Admin Dashboard. EventAxis does not process delegate refunds independently or on its own initiative.
- Refunds are reversed through the original payment gateway (Razorpay or Stripe). Funds typically return to the delegate's account within 5–10 business days depending on the bank or card issuer.
- Partial refund amounts are specified by the organiser at the time of processing.
- Payment gateway transaction fees (charged by Razorpay or Stripe) are typically non-refundable by the gateway provider. Neither EventAxis nor the organiser can recover these. Organisers should factor this into their refund terms.
2.4 EventAxis Platform Fee on Refunded Transactions
When the organiser processes a delegate refund, the EventAxis platform fee (2.5%) for that transaction is credited back to the organiser's account as a fee credit — not a cash refund. This credit is applied automatically against future platform fees. If the entire event is cancelled and the organiser processes bulk refunds, EventAxis will refund platform fees in full, minus any payment gateway costs already incurred.
3. Non-Refundable Services and Charges
The following are non-refundable under all circumstances:
- EventAxis subscription fees (as stated in Section 1).
- On-site hardware rental (kiosks, scanners, badge printers) once dispatched.
- Custom development, API integration, or white-label setup work once delivered.
- WhatsApp Business API message credits consumed (charged per-message by Meta).
- Completed training, onboarding, or consulting sessions.
- Domain registration or SSL provisioning for white-label deployments.
4. Disputes and Chargebacks
Subscription disputes: Since subscription fees are non-refundable, EventAxis will not entertain refund requests for subscription charges. If a subscriber initiates a chargeback through their bank or card provider, EventAxis reserves the right to immediately suspend the account and provide transaction evidence to contest the chargeback.
Delegate payment disputes: If a delegate files a chargeback directly with their payment provider, EventAxis will cooperate with the event organiser to provide transaction records, registration confirmation, and delivery-of-service evidence. The organiser is ultimately responsible for defending delegate chargebacks, as the organiser is the merchant of record for delegate payments.
5. Policy Modifications
EventAxis may update this policy with 30 days' prior written notice to active subscribers. Changes are communicated via email and published on the EventAxis website. Continued use of the platform after the effective date constitutes acceptance of the updated terms.