Refund Policy

01If the organizer cancels: automatic full refund

If an organizer cancels an event, every attendee is fully refunded, including UpTo’s commission. Organizers authorize UpTo to process these refunds on their behalf, so you do not need to request anything: the refund is issued automatically to your original payment method.

The app does not allow changing the date of an event that already has paid sales. A date change therefore requires cancelling the event, which triggers full refunds in the same way.

02No 14-day right of withdrawal

Tickets for events tied to a specific date are exempt from the EU 14-day right of withdrawal (Consumer Rights Directive art. 16(l)). Attendees are not entitled to a refund merely for changing their mind.

03Voluntary refunds are between you and the organizer

UpTo does not mediate or decide refund requests beyond the cases described on this page. If you ask for your money back for personal reasons, that is handled directly between you and the organizer, at the organizer’s discretion.

Organizers may apply their own terms and conditions, including their own payment and refund policy, to participation in their events. Those terms form a direct agreement between the organizer and you. UpTo is not responsible for the content or enforcement of such terms, but may require organizers to make them accessible before purchase.

Where an event is cancelled, postponed or substantially modified, claims for refunds or other remedies must be directed to the event organizer. UpTo’s role is limited to forwarding payments already collected.

04How refunds are processed

Payments are collected by UpTo in the name of and on behalf of the organizer, through Stripe. Refunds are returned to the original payment method used at purchase.

Funds from ticket sales are held until after the event has taken place and are only then released to the organizer. This protects attendees, and organizers, against refunds and chargebacks on an event that has not yet happened. UpTo may extend that hold where there is a reasonable risk of refunds, chargebacks or fraud.

05Chargebacks and fraud

If an attendee disputes a payment and the bank reverses it (chargeback), or a refund is due for a reason attributable to the organizer or the event, the organizer bears the cost. UpTo may recover such amounts, plus any related fees, from held funds, from future payouts, or by direct invoice.

UpTo may refund attendees and/or withhold an organizer’s funds where we reasonably believe an event is fraudulent, will not take place, or breaches the Organizer Agreement. UpTo may also withhold payments in cases of suspected fraud, illegal activity, or breach of the Terms, pending investigation.

06Your purchase confirmation

After a ticket purchase you receive confirmation and the key terms on a durable medium (email and/or downloadable PDF), including event details, price, organizer identity, the refund and cancellation policy that applies, and contact details.

07Contact

For questions about a refund on a specific event, contact the organizer through the app first. For anything about the platform itself, email contact@upptoapp.com.