Refund Policy

Version 1.0 · effective September 2026 · Previous versions

When you are entitled to a refund, how to ask for one, and how long it takes. Your statutory rights sit above this policy and are not affected by it.

1. Event cancelled

If an organiser cancels, you receive a full refund including our booking fee. You do not need to ask — we start refunds automatically once cancellation is confirmed, and email you when it is issued.

2. Event rescheduled or materially changed

If the date, time, venue or headline act changes materially, your ticket stays valid for the new arrangement and you may instead request a full refund including fees. Ask within 14 days of being notified of the change, or before the event starts if that comes sooner.

“Materially” means a change a reasonable ticket-holder would have factored into their decision to buy — a different city, a different headliner, or a date move beyond 24 hours. Minor changes such as a shifted set time or a support-act substitution do not trigger a refund right.

3. Change of mind

Tickets for events on a set date are exempt from the 14-day distance-selling cancellation right (Article 16(l) of EU Directive 2011/83/EU and the equivalent UK regulations), so we do not refund a change of mind. Where resale is enabled for an event you can list your ticket on the marketplace instead.

4. Streaming problems

If a stream you paid for fails to start, or is interrupted for a substantial part of its running time by a fault on our side, you are entitled to a refund or a credit — your choice. Failures caused by your own connection or device are not refundable, and we will tell you honestly which we believe applied and why. Report a problem within 48 hours of the stream while the session diagnostics are still available.

5. Event not as described

If what you received was materially not what was advertised, you may be entitled to a refund or partial refund. Raise it with us within 14 days of the event and we will investigate with the organiser. This right comes from consumer law, not from this policy, and applies whether or not you attended.

6. Attended events

We do not refund tickets for events that took place as described and that you were able to attend. Non-attendance for personal reasons is not refundable.

7. Marketplace purchases

Tickets bought from another attendee are covered by the same cancellation and material-change protections above; the refund goes to whoever paid. Disputes between buyer and seller — including a ticket that turns out to be invalid — are handled through marketplace dispute resolution, with funds held until the dispute is resolved.

8. Wallet and coins

Refunds return to your original payment method by default. Where the original method can no longer accept a refund we credit your wallet instead, and you may withdraw that balance to a verified payout method. Coins bought for tipping are not refundable once spent; unspent coins can be refunded within 14 days of purchase.

9. Fees

Where the refund arises from a cancellation, a material change, a platform failure, or an event not as described, our booking fee is refunded too. Payment-processor fees on a refund are borne by us, not passed to you.

10. How to request

Open the ticket in your account and choose Request refund, or email support@unvamp.com with your order reference. We acknowledge within 2 business days and decide within 10. If we decline, we tell you the specific reason and how to escalate.

11. Timing

Approved refunds are issued within 5 business days. How long the money takes to appear then depends on your provider — typically 3 to 10 business days for cards, faster for bank transfers and wallet credits.

12. Your statutory rights

Nothing in this policy limits rights you have under the consumer law of your own country that cannot be excluded, including the right to a service supplied with reasonable care and skill and as described. Where this policy and that law differ, the law applies.