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In Summary

This Refund Policy explains how refunds are handled for tickets, subscriptions, donations, Event-related purchases, and other payments made through Anchor.

In most cases:

the Event Organizer sets the applicable refund terms;
the Organizer is responsible for delivering the Event and providing Event-specific remedies;
Anchor provides the technology used to process the transaction and may facilitate an approved refund;
submitting a refund request does not guarantee that a refund will be issued;
processing, Platform, or third-party fees may not be refundable;
donations are generally non-refundable except in limited circumstances;
chargebacks are separate from Anchor's refund process; and
mandatory consumer rights continue to apply where they cannot lawfully be excluded.

This Refund Policy should be read together with the Terms & Conditions, Organizer Terms, and any Event-specific refund terms presented before purchase.

Scope
Roles and Responsibilities
Event-Specific Refund Terms
Refund Eligibility
Event Cancellation
Event Postponement or Rescheduling
Material Event Changes
Attendee-Initiated Cancellations
Missed Events and Failure to Attend
Livestream and Virtual Event Issues
Duplicate and Incorrect Transactions
Failed Transactions and Pending Reversals
Tickets and Registration Fees
Subscriptions and Recurring Charges
Donations and Fundraising
Platform and Service Fees
Partial Refunds
Promotional Codes, Credits, and Discounts
Taxes and Currency Conversion
How to Request a Refund
Required Information
Review and Decision Process
Refund Processing Time
Refund Destination
Chargebacks and Payment Disputes
Fraud, Abuse, and Ineligible Requests
Organizer Funding Obligations
Refunds Issued by Anchor
Event Suspension or Removal
Consumer Rights
Records and Communications
Changes to this Refund Policy
Contact
Related Documents

1. Scope

This Refund Policy applies to eligible payments made through Anchor, including:

Event tickets;
registration fees;
livestream access;
paid recordings;
subscriptions;
recurring Event or Organization access;
donations;
optional Event benefits;
digital access entitlements; and
other payments processed through the Platform.

This Policy does not apply to:

purchases completed entirely outside Anchor;
transactions processed through an external payment link not controlled by Anchor;
physical goods or services sold independently by an Organizer unless expressly covered;
fees charged directly by a bank, mobile network, card issuer, payment provider, or currency-conversion service;
tax refunds administered by a government authority; or
disputes governed exclusively by separate written enterprise terms.

Where an Organizer publishes additional Event-specific refund terms, those terms apply alongside this Policy, provided they do not conflict with applicable law or Anchor's mandatory requirements.

2. Roles and Responsibilities

Anchor is a Platform that enables Organizers to offer Events, tickets, access, subscriptions, and donations.

Unless Anchor expressly identifies itself as the seller or Event provider:

the Organizer is responsible for the Event;
the Organizer determines the Event-specific refund terms;
the Organizer is responsible for delivering the promised ticket, access, benefit, or service;
the Organizer must communicate cancellations and material changes;
the Organizer must fund refunds attributable to its Event; and
Anchor may technically facilitate the refund through its payment provider.

Anchor may review, approve, reject, facilitate, or require a refund where permitted by this Policy, the Organizer Terms, applicable law, payment-provider rules, or card-network requirements.

3. Event-Specific Refund Terms

Before completing a purchase, an attendee should review the refund terms displayed on the Event page or checkout screen.

An Organizer's refund terms should clearly state:

whether refunds are permitted;
the deadline for requesting one;
whether administrative or processing fees are refundable;
the treatment of cancellations and postponements;
the treatment of speaker, performer, venue, or schedule changes;
whether tickets may be transferred;
whether credits or replacement access may be offered; and
any material eligibility conditions.

The Organizer must not change published refund terms retroactively in a way that unfairly disadvantages an attendee who already completed a purchase.

Where no Event-specific refund terms are published, this Policy and applicable law govern the request.

4. Refund Eligibility

A refund may be available where:

the Event is cancelled;
the purchased Event or service is not delivered;
an attendee is charged more than once for the same purchase;
the wrong amount is charged because of a verified technical error;
the attendee does not receive the purchased access because of a failure attributable to the Organizer or Anchor;
a material Event change makes the purchased offering substantially different;
the transaction was unauthorized and verified through the appropriate process;
the Organizer approves the request;
Anchor determines that a refund is appropriate to prevent fraud or material unfairness;
a payment provider or card network requires a refund; or
applicable law requires one.

A refund is not automatically available merely because an attendee changes their mind, fails to attend, arrives late, experiences a personal scheduling conflict, or no longer wishes to participate.

5. Event Cancellation

If an Organizer cancels an Event and does not provide an acceptable replacement, attendees will generally be entitled to a refund of the eligible ticket or access price.

The Organizer must:

notify affected attendees promptly;
stop selling access to the cancelled Event;
explain the available remedy;
identify whether refunds will be automatic or require a request;
provide accurate expected processing timelines; and
fund the required refunds.

A cancelled Event may not require a cash refund where the attendee knowingly and voluntarily accepts access to a rescheduled Event, a replacement Event, an Account credit, another equivalent benefit, or another lawful remedy.

The attendee must not be forced to accept credit instead of a refund where applicable law requires a monetary refund.

6. Event Postponement or Rescheduling

If an Event is postponed or rescheduled, the Organizer may:

honor the original ticket for the new date;
offer a refund during a stated request period;
allow the ticket to be transferred;
offer a credit or replacement Event; or
provide another lawful remedy.

The Organizer must communicate:

the new date and time;
the new venue or access method;
any material changes;
the deadline for requesting a refund;
whether existing tickets remain valid; and
the available alternatives.

A minor schedule adjustment does not automatically create a right to a refund.

A substantial change that makes attendance materially impracticable may justify a refund, depending on the Event terms and applicable law.

7. Material Event Changes

A material change may include:

relocation to a substantially different city or country;
changing an in-person Event to virtual-only;
changing a live Event to a prerecorded experience;
removing the Event's principal advertised performer, speaker, or attraction;
changing the Event to a materially different date;
substantially reducing the promised duration or benefits;
removing a material ticket entitlement; or
changing the Event's nature so significantly that it is no longer reasonably the same offering.

Not every change is material.

The following will not ordinarily create an automatic refund right unless the Event-specific terms say otherwise:

minor timetable adjustments;
replacement of a non-primary speaker;
changes to supporting performers;
reasonable programme revisions;
technical substitutions;
venue changes within the same general area;
changes caused by safety requirements; or
modifications that do not substantially reduce the purchased benefit.

Anchor or the Organizer may assess materiality based on the Event description, price, attendee expectations, and circumstances.

8. Attendee-Initiated Cancellations

Where an attendee chooses not to attend, refund eligibility depends on:

the Event-specific refund terms;
the timing of the request;
whether the ticket has already been used or transferred;
whether the Event has begun;
whether the Organizer has incurred non-recoverable costs;
whether a replacement attendee is permitted; and
applicable consumer law.

An Organizer may establish a non-refundable ticket category where it is lawful and clearly disclosed before purchase.

An Organizer may also offer full refunds before a stated deadline, partial refunds, credits, ticket transfers, name changes, or resale options.

The attendee is responsible for submitting the request within the stated period.

9. Missed Events and Failure to Attend

Failure to attend an Event does not ordinarily entitle the attendee to a refund.

This includes situations where the attendee:

forgets the Event;
arrives after admission has closed;
uses an incorrect time zone;
cannot travel;
fails to obtain required identification;
does not satisfy a disclosed age restriction;
lacks a compatible device or internet connection;
is removed for violating lawful Event rules; or
chooses not to participate.

A refund may still be considered where the attendee was prevented from attending because of an Organizer or Platform error, or where applicable law requires one.

10. Livestream and Virtual Event Issues

A refund may be considered where:

the livestream is not delivered;
access credentials supplied through Anchor do not work;
the stream is unavailable for a substantial part of the Event;
a purchased recording is not provided;
an Anchor or Organizer technical failure materially prevents access; or
the virtual experience is substantially different from what was purchased.

A refund will not ordinarily be available for issues caused by:

the attendee's internet connection;
unsupported or outdated devices;
local network restrictions;
browser extensions;
muted audio or incorrect device settings;
failure to follow access instructions;
use of a ticket on an unauthorized device;
geographic restrictions disclosed before purchase; or
temporary interruptions that do not materially affect the overall Event.

Anchor may use service logs, access records, stream availability data, device information, and communications to assess a request.

11. Duplicate and Incorrect Transactions

An attendee should promptly report a suspected duplicate or incorrect charge.

A duplicate transaction may be refunded where Anchor or the payment provider confirms that:

the same attendee was charged more than once;
the charges relate to the same ticket or entitlement;
only one purchase was intended; and
the additional ticket or benefit has not been separately used, transferred, or redeemed.

A transaction is not necessarily duplicate merely because multiple tickets were purchased, separate orders have similar amounts, multiple attendees used the same payment method, or the attendee repeated checkout after receiving confirmation.

Verified overcharges or calculation errors may be corrected through a full or partial refund.

12. Failed Transactions and Pending Reversals

A payment attempt may fail while the attendee's bank or payment account temporarily shows a debit.

In many cases, the financial institution automatically reverses a failed transaction without Anchor or the Organizer issuing a refund.

Before submitting a refund request for a failed transaction, the attendee should:

verify whether the Anchor transaction was completed;
check for a ticket or payment confirmation;
review the bank or mobile-money statement;
wait for the expected automatic reversal period; and
contact the issuing bank if the debit remains unresolved.

A bank reversal is not the same as a merchant-initiated refund.

13. Tickets and Registration Fees

A ticket refund generally covers only the amount identified as refundable under the Event-specific terms.

The refund may exclude:

non-refundable Platform fees;
payment-processing fees;
currency-conversion fees;
taxes already remitted where they cannot be recovered;
delivery or fulfilment costs;
optional add-ons already provided;
merchandise already shipped or collected;
donations; or
separately purchased services.

Where a ticket includes several benefits, Anchor or the Organizer may issue a partial refund for the undelivered portion.

A used, scanned, transferred, or redeemed ticket is generally not refundable unless the Event was materially not delivered.

14. Subscriptions and Recurring Charges

Where Anchor or an Organizer offers a subscription, the subscription terms should explain the billing frequency, amount charged, renewal behaviour, cancellation procedures, included benefits, trial terms, refund eligibility, and effective date of cancellation.

Cancelling a subscription normally prevents future renewal but does not automatically refund the current billing period.

A subscription refund may be available where:

a duplicate recurring charge occurred;
the subscriber cancelled before renewal but was charged due to a verified error;
the promised subscription service was not provided;
applicable law requires a refund; or
the responsible provider approves the request.

Use of subscription benefits may affect refund eligibility.

15. Donations and Fundraising

Donations are generally voluntary and non-refundable.

A donation may be refunded where:

it was processed more than once by mistake;
the amount was entered incorrectly and promptly reported;
the transaction was unauthorized;
the fundraiser was materially fraudulent;
the stated beneficiary cannot receive the funds;
the Organizer agrees to return the donation;
Anchor determines that a refund is necessary to prevent abuse; or
applicable law requires one.

A donor's later disagreement with the Organizer, beneficiary, Event, message, or use of funds does not automatically create a refund right where the donation was accurately described and lawfully processed.

Where funds have already been transferred to the beneficiary, the refund may depend on recovery of the amount from the Organizer or beneficiary.

16. Platform and Service Fees

Platform, payment-processing, administrative, delivery, and service fees may be non-refundable where:

the relevant service was already provided;
the fee was clearly disclosed;
the payment provider does not return the original processing fee;
applicable law permits the fee to be retained; or
the Organizer's Event-specific terms identify it as non-refundable.

Where an entire Event is cancelled, Anchor or the Organizer may choose or be required to refund certain fees depending on applicable law, checkout disclosures, and the reason for cancellation.

17. Partial Refunds

A partial refund may be issued where:

only part of the purchased service was not delivered;
a ticket included several separately valued benefits;
an attendee attended part of the Event before a material failure;
an optional add-on was cancelled;
an overcharge affected only part of the transaction;
the Organizer and attendee agree on a partial remedy; or
applicable law supports a proportional refund.

A partial refund does not necessarily cancel the remaining ticket or entitlement unless stated.

18. Promotional Codes, Credits, and Discounts

Where a purchase used a promotional code, discount, voucher, or Platform credit:

the cash refund will generally not exceed the amount actually paid;
an expired discount may not be reissued;
a one-time code may be restored only at Anchor's or the Organizer's discretion;
promotional credit may be returned as credit rather than cash;
referral rewards may be reversed; and
bundled discounts may be recalculated if only part of the purchase is refunded.

Credits have no cash value unless expressly stated or required by law.

19. Taxes and Currency Conversion

Refunded tax amounts depend on whether the tax was included in the original charge, whether the transaction is legally refundable, whether the tax has already been remitted, the tax treatment of retained fees, the Organizer's invoicing obligations, and applicable law.

Currency-conversion differences may occur where:

the original payment and refund are processed on different dates;
exchange rates have changed;
the customer's bank applies its own conversion rate;
the payment method is denominated in another currency; or
the issuer charges a foreign-transaction fee.

Anchor does not guarantee that the converted refund amount will exactly match the converted amount shown on the original statement.

20. How to Request a Refund

An attendee should first use the refund or support method shown on the Event page, ticket confirmation, or Organizer communication.

Where no Event-specific method is available, the attendee may contact:

support@technologies.aurelo.cc

The request should be submitted as soon as reasonably possible and within any published refund deadline.

Submitting multiple requests for the same transaction may delay review.

21. Required Information

A refund request should include:

the attendee's name;
the email address used for the purchase;
the Event name;
the ticket or order reference;
the transaction date;
the amount paid;
the reason for the request;
relevant supporting evidence; and
any communications with the Organizer.

Do not send passwords, complete card numbers, card security codes, authentication tokens, or unnecessary identity documents.

Anchor may request additional limited information to verify the transaction or requester.

22. Review and Decision Process

A refund request may be reviewed by the Organizer, Anchor, the payment provider, the attendee's financial institution, or more than one of these parties.

The review may consider:

the Event-specific refund terms;
the Event description;
the reason for the request;
whether the ticket was used;
access and attendance records;
communications;
the timing of the request;
payment-provider status;
fraud indicators;
applicable law; and
whether a prior refund or chargeback already exists.

Anchor may refer an Event-specific request to the Organizer.

The Organizer must respond within a reasonable period and provide evidence where requested.

23. Refund Processing Time

Approval of a refund does not mean the funds will appear immediately.

Processing time may depend on the payment method, attendee's bank, payment provider, transaction currency, weekends or public holidays, additional verification, whether the Organizer has sufficient funds, and whether manual review is required.

Anchor may provide an estimated processing period, but the final posting time is controlled by the payment provider and the attendee's financial institution.

24. Refund Destination

A refund will normally be returned to the original payment method.

This protects against fraud and money laundering.

Anchor or its payment provider may require additional steps where:

the original payment method is closed;
the refund cannot be completed automatically;
the transaction requires manual attention;
local payment methods require bank details;
the original account is unavailable; or
legal or compliance restrictions apply.

A refund will not ordinarily be redirected to an unrelated person or payment account.

25. Chargebacks and Payment Disputes

A chargeback is a request submitted by a customer through their bank or card issuer to reverse a payment.

It is separate from Anchor's refund process.

An attendee should generally contact the Organizer or Anchor before filing a chargeback, unless the transaction is unauthorized, fraudulent, or urgent action is reasonably necessary.

Filing a chargeback may:

cause the amount to be deducted from the Organizer's payouts;
require the Organizer to submit evidence;
lead to payment-provider fees;
delay settlement;
restrict payment features; or
result in suspension where abuse or excessive disputes occur.

An attendee must not seek both a completed refund and a chargeback for the same amount.

26. Fraud, Abuse, and Ineligible Requests

Anchor or an Organizer may reject, delay, or investigate a request where there is evidence of:

ticket use followed by a false non-delivery claim;
duplicate refund requests;
a completed refund and a simultaneous chargeback;
altered receipts;
false identity information;
abuse of promotional offers;
collusion with an Organizer or attendee;
deliberate technical interference;
resale or transfer followed by a refund claim;
repeated bad-faith refund activity; or
other fraudulent or abusive conduct.

Anchor may preserve relevant evidence, restrict Accounts, withhold payouts, or report suspected financial crime where appropriate.

27. Organizer Funding Obligations

The Organizer is financially responsible for refunds, reversals, disputes, chargebacks, and related amounts attributable to its Event.

Anchor may:

deduct refund amounts from available balances;
offset amounts against future payouts;
require the Organizer to add funds;
establish a reserve;
delay settlement;
recover a negative balance;
suspend payment functionality; or
pursue other lawful recovery methods.

A refund may be delayed where the Organizer lacks sufficient funds, although Anchor may take other action where required by law or necessary to protect attendees.

28. Refunds Issued by Anchor

Anchor may issue or require a refund without the Organizer's prior approval where reasonably necessary because:

the Event was fraudulent;
a duplicate or incorrect charge is verified;
the Organizer cannot be contacted;
the Organizer has abandoned the Event;
applicable law requires a refund;
a payment provider or card network requires it;
the Event was removed for a serious policy violation;
the attendee did not receive the purchased access due to a verified Platform failure;
the Organizer materially misrepresented the Event; or
the refund is necessary to protect users or Platform integrity.

The Organizer remains responsible for the refunded amount where the cause is attributable to the Organizer.

29. Event Suspension or Removal

Suspension or removal of an Event does not automatically determine whether every attendee receives a refund.

Anchor may consider:

whether the Event occurred;
whether attendees received the purchased benefit;
the reason for suspension;
the timing of removal;
safety and legal requirements;
available Organizer funds;
payment-provider restrictions; and
applicable law.

Where an Event is removed before fulfilment because of the Organizer's violation, Anchor may facilitate refunds and recover the amounts from the Organizer.

30. Consumer Rights

Nothing in this Refund Policy limits any consumer right or remedy that cannot lawfully be excluded.

Depending on the attendee's location and the nature of the transaction, mandatory rights may apply in relation to cancelled services, services not supplied, misleading representations, unauthorized transactions, defective digital services, unfair contract terms, or failure to provide a purchased benefit.

Where this Policy or an Organizer's terms conflict with mandatory law, the mandatory law controls.

31. Records and Communications

Anchor may retain refund and dispute records to process transactions, maintain accounting and tax records, respond to chargebacks, prevent fraud, resolve complaints, establish or defend legal claims, comply with payment-provider obligations, and meet regulatory requirements.

Transaction and billing records may be retained for seven years or longer where required by law.

32. Changes to this Refund Policy

Anchor may update this Refund Policy to reflect changes in Platform features, payment-provider processes, Event and ticketing functionality, applicable law, card-network rules, fraud risks, refund workflows, or operational experience.

When changes are made, Anchor will revise the Last Updated date.

Material changes may be communicated through the Platform where appropriate.

The version in effect when a purchase was completed will generally govern that transaction, except where a later change is required by law or benefits the attendee.

33. Contact

Questions or refund requests may be directed to:

Aurelo Technologies
Accra, Ghana

Support: support@technologies.aurelo.cc
Legal: legal@technologies.aurelo.cc
Telephone: +233 532 396 876

For Event-specific issues, attendees should contact the relevant Organizer first where practical.