Refund Policy

  1. 1. General Principle: Organizer Sets the Policy

    As Festmu acts as the ticketing agent, the terms of a refund are determined by the specific Event Organizer for their event and merchandise. All sales are generally final, except under the conditions outlined below.

  2. 2. Refund for Canceled Events

    If an event is officially cancelled by the Organizer and not rescheduled, Festmu will issue a full refund (including ticket price and service fees) to the original payment method once the Organizer has confirmed the cancellation and returned the ticket funds to Festmu.

  3. 3. Refund for Postponed/Rescheduled Events

    If an event is postponed or rescheduled:

    • Your existing ticket is typically valid for the new date.
    • The Organizer may offer a specific refund window. If a refund is authorized by the Organizer and requested within the stated window, Festmu will process the refund of the ticket price and applicable fees.

  4. 4. Merchandise Refunds and Returns

    • Merchandise returns and exchanges are governed by the specific return policy of the Event Organizer or Seller.

    • The User must contact the Organizer directly for issues like wrong size, damaged goods, or failure of delivery.
    • Refunds for merchandise will be processed by Festmu only upon authorization from the Organizer/Seller, typically after the returned item has been received and inspected.

  5. 5. Fees and Charges

    • Booking Fees and Processing Fees : Please note that if a refund is issued, the Event Organizer’s policy determines whether any associated booking fees, or processing fees (payment processor charges) that were originally paid by the user are refundable. Festmu’s ability to refund these specific fees is entirely dependent on the Organizer’s instruction and policy.
    • Service Fees : In cases where a refund is issued due to a reason other than a full event cancellation (e.g., buyer-requested exception), the Festmu service fee may be deemed non-refundable by the Organizer. This will be communicated clearly during the refund process.

  6. 6. How to Request a Refund

    All refund and return requests must be directed to the Event Organizer first. Festmu Customer Support can only assist in processing refunds when authorized by the Organizer.