Cancellation and Refund Policy
How changes of mind, cancellations, postponements, material changes, and denied entry are assessed, distinguishing the organizer's role from technical processing.
1. Who is responsible and who processes the refund
The organizer identified on the event page is the seller of admission and, within the limits of law, establishes the event-specific policy. The organizer is financially responsible for amounts due in the event of cancellation, postponement, or non-performance.
The platform receives and technically administers requests within the limits of its mandate, while the PSP returns funds through the approved payment flow. The specific commercial terms between the platform and organizer do not alter the buyer's rights.
2. Change of mind and the withdrawal exception
For leisure services supplied on a specific date or during a specific period, the statutory 14-day right of withdrawal is ordinarily excluded under Article 16 of Government Emergency Ordinance No. 34/2014. The exception must be communicated before purchase.
The fact that a buyer can no longer attend does not automatically create a statutory right to a refund. The organizer may separately offer a voluntary transfer, resale, or refund facility subject to clear rules.
3. Situations assessed separately
Final cancellation
Amounts due for the service not provided are refunded through the mechanism and within the period communicated after cancellation and the source of funding have been confirmed.
Postponement
The ticket may remain valid for the new date. Buyers receive information about the change and, where the change is material, about the reasonable window for requesting a refund.
Change of venue, time, or format
An assessment is made of whether the promised service has become substantially different, including distance, accessibility, schedule, and the secret-location rule.
Line-up change
The treatment depends on the artist's importance to the public offer, the original wording, and the extent of the change, without disproportionate clauses.
Denied entry
A denial attributable to the organizer is treated differently from a denial justified by the breach of clear, lawful rules communicated before purchase.
4. How to submit a request
The current operational channel is /contact. Requests are received by ART STUDIOS MANAGEMENT S.R.L., registered in Romania, and answered within the deadlines set by applicable law. The internal escalation flow is [TO BE COMPLETED FOR PRODUCTION].
- Review the announcement and the event-specific policy.
- Provide the event name, the address used at checkout, and the order reference, if available.
- State the reason and, where relevant, the material change relied upon.
- Do not publish or unnecessarily send screenshots containing the full QR code.
- The request is reviewed together with the organizer, payment status, and ticket eligibility.
5. Processing the refund
- As a rule, the refund is initiated through the PSP to the original payment instrument.
- The amount may be full or partial only where there is a clear legal and contractual basis for the difference.
- The time before the amount becomes visible also depends on the PSP, card scheme, and issuing institution.
- Invoices, credit notes, ticket series, and reports are reconciled with the refund status.
- A refunded or cancelled ticket can no longer be used for admission.
6. Total price, costs, and service fee
The total price and all mandatory costs must be displayed before payment. The recommended model addresses the platform commission within the B2B relationship with the organizer.
If a service fee paid directly by the consumer is introduced, the nature of the service, price, VAT, and refund treatment must be defined expressly. Absolute non-refundability is not presumed where the event is cancelled or the service cannot be substantiated.
7. Fraud, chargebacks, and double recovery
The platform and organizer may request proportionate information to verify fraud and may retain an audit record of the decision. Initiating a refund and chargeback at the same time may require reconciliation to prevent double payment.
An investigation may not be used to delay a refund that is due without justification. The buyer is informed of the required steps and escalation channel.
8. Complaints and alternative dispute resolution
If the response does not resolve the request, the buyer may use the available legal mechanisms. Current information and direct official links for ANPC complaints and SAL alternative dispute resolution are published at /support/anpc-sal.
The former EU Online Dispute Resolution platform closed on 20 July 2025. Current European dispute-resolution bodies are linked through the European Commission Consumer Redress directory instead.