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Template — not legal advice

This page is a starter template for a conference platform. It must be reviewed and adapted by qualified counsel for [ORGANISATION NAME] before the site goes live. It does not constitute legal advice and should not be treated as a finished, enforceable legal document.

Refunds & Transfers

Last updated:

Operator placeholders appear as [LIKE THIS]. Replace them before launch.

1. Overview

This policy explains how [ORGANISATION NAME] handles refunds, ticket transfers, and name changes for paid Event registrations processed through this platform. It forms part of our Terms of Service. Consumer cooling-off rights and mandatory refund rules may apply in [JURISDICTION] — have counsel adapt this template before launch.

Support contact: [CONTACT EMAIL]

2. Refund window

Unless a specific Event page states otherwise, you may request a refund of the ticket purchase price within [REFUND WINDOW] of the original purchase date, provided the request is received no later than one week before the Event start date.

  • Refund requests must come from the purchaser or registered attendee email associated with the order.
  • Approved refunds are returned to the original payment method when the payment provider allows it. Processing time after approval: [REFUND PROCESSING TIME].
  • Payment-processor fees, currency conversion differences, or bank charges that we cannot recover may be non-refundable if disclosed at purchase: [FEE REFUND RULES].
  • Free, complimentary, scholarship, and sponsor-comped registrations are not eligible for cash refunds.
  • After the refund window or cutoff, tickets are non-refundable except where this policy provides a remedy for Event cancellation/postponement or where mandatory law requires otherwise.

3. How to request a refund

  1. Email [CONTACT EMAIL] with subject "Refund request".
  2. Include order or registration reference, Event name, purchaser email, and reason for the request.
  3. We will confirm eligibility under this policy and notify you of the outcome.

4. Transfer to another person

If you cannot attend, you may transfer your registration to another person who meets any Event eligibility rules, subject to the following:

  • Transfer requests must be submitted by one week before the Event start date.
  • Provide the new attendee's full name, email, and any required registration fields (company, job title, dietary notes, etc.).
  • The original registrant's access ends when the transfer is completed; the new registrant receives confirmation and becomes bound by the Terms, Code of Conduct, and Privacy Policy.
  • Transfers may be refused if the ticket type is non-transferable by design (for example, certain scholarship or press passes), if the transfer would violate capacity or eligibility rules, or if fraud is suspected.
  • Commercial resale above face value is not permitted without our prior written consent.

Where the platform offers a self-service transfer link, use that flow first; otherwise email [CONTACT EMAIL].

5. Name changes

Correcting a typo or updating a legal name on the same person's registration is a name change, not a transfer. Name changes requested by [NAME CHANGE DEADLINE] are completed at no charge when badge printing and access-control systems allow. Requests after badges are printed may incur a fee of [NAME CHANGE FEE] or may be limited to digital credential updates only.

Changing the registration to a different individual is treated as a transfer under Section 4.

6. Ticket type changes and upgrades

Upgrades to a higher-priced ticket type are allowed when capacity remains, upon payment of the difference. Downgrades and switches to lower-priced types are handled as a refund of the difference only when still inside the refund window and when the original ticket type is not sold out in a way that prevents reuse. Group and discount inventory may have additional restrictions stated at purchase.

7. If we cancel the Event

If [ORGANISATION NAME] cancels an Event entirely and does not offer a postponed date, paid registrants will receive a full refund of the ticket purchase price (subject to the fee rules in Section 2). We are not responsible for travel, hotel, or other incidental costs unless required by law or expressly stated for that Event.

8. If we postpone the Event

If we postpone the Event to new dates:

  • Your registration automatically carries to the new dates unless we offer an opt-out.
  • If you cannot attend the new dates, you may request a refund or transfer within [POSTPONEMENT OPT-OUT WINDOW] of our postponement notice.
  • If the new dates are more than [POSTPONEMENT THRESHOLD] after the original dates, or move outside the original metro area, we will offer a refund on request even if the standard refund window has closed.

9. Programme and venue changes

Changes to individual speakers, sessions, rooms, or minor schedule adjustments are not grounds for a refund. If we make a material change to the Event format (for example, converting a fully in-person Event to virtual-only), we will describe your options — which may include a refund or credit — in the notice of that change.

10. Force majeure

Events may be affected by circumstances beyond our reasonable control, including severe weather, public health orders, labour disputes, venue failure, or infrastructure outages. Remedies in those cases follow Sections 7–9 and mandatory law. We will communicate as promptly as practical through the email on your registration.

11. Chargebacks

Please contact us before initiating a payment chargeback so we can resolve the issue. Unresolved chargebacks may result in cancellation of the registration and denial of entry.

12. Contact

Refunds, transfers, and name-change requests: [CONTACT EMAIL].