Refund & Cancellation Policy
This policy covers two categories of payments processed through or related to the EventAxis platform: (a) fees paid by event organisers to EventAxis — event packages, Platform Access and add-ons — and (b) delegate registration payments collected by event organisers from attendees through their own payment gateway.
1. Package and Platform Access Fees — No Refund
This applies to event package fees (Standard, Growth, Professional and quoted packages), overage charges, Platform Access, Assurance, and prepaid multi-event commitments. Once charged, these fees will not be reversed, credited or adjusted, including where:
- The event registers fewer attendees than its package band.
- The event is cancelled, postponed or moved.
- Platform Access or Assurance is cancelled before the end of its term.
- A prepaid multi-event commitment is not fully used before it expires, 12 months after purchase.
- Platform features are partly used or not used at all.
- You are dissatisfied with the platform or its features.
- There are technical issues or service interruptions (covered separately by an Assurance SLA, where purchased).
1.1 Cancellation and Access
You can cancel Platform Access or Assurance at any time by writing to [email protected]. It then continues until the end of the paid annual term and does not renew. No partial-year refunds are issued.
Without active Platform Access, an account becomes read-only 90 days after each event. Your event data, attendee records and badge templates are not deleted for that reason: they stay available to view, and full data export remains free. Deleting data when an account is closed is a separate matter, covered by our Privacy Policy.
1.2 International Purchases
Purchases billed in US dollars are sold by Paddle.com, our reseller and merchant of record. Where a refund of an EventAxis fee is permitted or required by law, it is handled through Paddle.
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 goes directly to the event organiser's own payment gateway account. EventAxis never collects or holds ticket money. 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 organiser's own payment gateway, the same one the delegate paid through. 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 the organiser's payment gateway) are typically non-refundable by the gateway provider. Neither EventAxis nor the organiser can recover these. Organisers should factor this into their refund terms.
3. Non-Refundable Services and Charges
The following are non-refundable under all circumstances:
- Event package, overage, Platform Access, Assurance and multi-event commitment 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
Disputes over EventAxis fees: Since the fees in Section 1 are non-refundable, EventAxis will not entertain refund requests for them. If an organiser 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 customers. 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.