Refund Policy

Last Updated: February 03, 2026

Overview

AtMyVenue is a ticketing platform that connects event organizers with attendees. Our role is to facilitate ticket sales and provide the technology for event management. Refund policies for individual events are determined by the event organizers, not by AtMyVenue.

This page explains how refunds work on our platform and what to expect when requesting a refund.

1. Event Organizer Refund Policies

1.1 Organizer Control

Each event organizer sets their own refund policy for their events. Before purchasing tickets, you should review the specific refund policy listed on the event page.

1.2 Common Refund Policy Types

Event organizers typically choose from the following refund policy types:

  • Full Refund: Refunds available until a specified date before the event
  • Partial Refund: Partial refunds available with certain conditions or fees
  • No Refunds: All sales are final, no refunds issued
  • Case-by-Case: Refunds considered on an individual basis

1.3 Contacting Event Organizers

To request a refund, contact the event organizer directly through:

  • The contact information listed on the event page
  • The email address provided in your ticket confirmation
  • The organizer's customer service channels

AtMyVenue does not have the authority to override an organizer's refund policy or issue refunds on their behalf.

2. Event Cancellations

2.1 Organizer-Cancelled Events

If an event is cancelled by the organizer:

  • The organizer is responsible for issuing refunds to all ticket holders
  • You should receive notification via email about the cancellation
  • Refunds are typically processed within 5-10 business days
  • Contact the organizer if you don't receive information about your refund

2.2 Platform-Facilitated Refunds

In cases of event cancellation, AtMyVenue may facilitate the refund process on behalf of organizers through our payment processor (Stripe). However, the decision to issue refunds and the refund amount remains with the event organizer.

2.3 Postponed or Rescheduled Events

If an event is postponed or rescheduled:

  • Your tickets typically remain valid for the new date
  • Refund policies for rescheduled events vary by organizer
  • Check the updated event details for information about refunds
  • Contact the organizer if you cannot attend the rescheduled date

3. AtMyVenue Platform Fees

3.1 Fee Refunds

When a refund is issued by an event organizer:

  • The full ticket price is refunded to the customer
  • Platform fees paid by the organizer ($0.33 or $0.65 per ticket) are non-refundable
  • Processing fees charged by our payment processor may be non-refundable

3.2 Free Events

Since there are no fees for free events, refund processes for free events are handled entirely by the event organizer through their registration management system.

4. Requesting a Refund

4.1 How to Request

To request a refund for your ticket purchase:

  1. Review the event's refund policy on the event page
  2. Contact the event organizer using the contact information provided
  3. Provide your order number and ticket information
  4. Explain your reason for requesting a refund
  5. Wait for the organizer's response (typically within 2-5 business days)

4.2 Information to Include

When requesting a refund, provide:

  • Your order confirmation number
  • Email address used for the purchase
  • Event name and date
  • Reason for refund request
  • Proof of purchase (ticket confirmation email)

5. Refund Processing Timeline

5.1 Approval and Processing

Once a refund is approved by the event organizer:

  • Refunds are processed through Stripe, our payment processor
  • Processing typically takes 5-10 business days
  • Refunds are issued to the original payment method
  • The exact timing depends on your bank or credit card company

5.2 Tracking Your Refund

You will receive email confirmation when:

  • Your refund request is received by the organizer
  • Your refund is approved or denied
  • Your refund has been processed

Check your bank or credit card statement for the refund credit. It may appear as a credit from "AtMyVenue" or "Stripe."

6. Special Circumstances

6.1 Fraudulent or Unauthorized Charges

If you believe a charge on your account is fraudulent or unauthorized:

  • Contact our support team immediately
  • Provide details about the unauthorized transaction
  • We will investigate and work with you to resolve the issue
  • Contact your bank or credit card company to dispute the charge

6.2 Platform Errors

If a refund is necessary due to a technical error on the AtMyVenue platform:

  • Contact our support team with details of the issue
  • We will investigate and process refunds for platform-related errors
  • Refunds for platform errors are issued within 3-5 business days

6.3 Duplicate Purchases

If you accidentally purchased duplicate tickets:

  • Contact the event organizer or our support team immediately
  • Provide proof of the duplicate purchase
  • Refunds for verified duplicate purchases are typically approved

7. Non-Refundable Situations

Refunds are generally NOT provided for:

  • Failure to attend the event (unless event is cancelled)
  • Personal schedule conflicts or changes
  • Dissatisfaction with the event after attendance
  • Weather conditions (unless event is cancelled)
  • Traffic or transportation issues
  • Events with "No Refund" policies clearly stated
  • Tickets purchased after the refund deadline

Always review the event's specific refund policy before purchasing tickets.

8. Chargebacks

8.1 Chargeback Policy

We strongly discourage initiating chargebacks without first contacting the event organizer or our support team. Chargebacks should only be used for:

  • Fraudulent or unauthorized charges
  • Services not rendered after promised refund
  • Cases where the merchant cannot be contacted

8.2 Consequences of Chargebacks

Initiating a chargeback without attempting to resolve the issue through proper channels may result in:

  • Account suspension or termination
  • Inability to purchase tickets on our platform in the future
  • Loss of access to your tickets and order history

9. AtMyVenue's Limited Role

9.1 Platform Provider

AtMyVenue provides the technology platform for ticket sales but is not a party to the contract between event organizers and attendees. Our responsibilities include:

  • Processing payments securely through Stripe
  • Delivering digital tickets to purchasers
  • Facilitating communication between organizers and attendees
  • Providing tools for refund processing when authorized by organizers

9.2 What We Cannot Do

AtMyVenue cannot:

  • Override an event organizer's refund policy
  • Issue refunds without organizer authorization
  • Guarantee refunds for all circumstances
  • Control event quality, scheduling, or execution

10. Contact and Support

10.1 Questions About Refunds

For questions about refunds:

  • Event-Specific Refunds: Contact the event organizer directly
  • Platform Issues: Contact AtMyVenue support at Contact Us
  • Payment Questions: Email us at support@atmyvenue.com

10.2 Our Support Team

Our support team can help with:

  • Connecting you with event organizers
  • Resolving technical issues with refund processing
  • Investigating platform errors or fraudulent charges
  • Explaining refund policies and procedures

11. Changes to This Policy

AtMyVenue reserves the right to modify this Refund Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Your continued use of the platform after changes constitutes acceptance of the updated policy.

Important Reminder: Always review the specific refund policy for each event before purchasing tickets. Refund policies vary by event organizer and are clearly displayed on each event page.

For more information, see our Terms of Service and Privacy Policy.