Refund Policy

VenueFuze provides the platform that initiates and records payments for event organizers. The Organizer is the merchant of record for every transaction. This policy describes VenueFuze's default handling and the operator-controlled levers above it.

1. Tickets

Default window. Unless the Organizer posts otherwise, tickets are refundable up to 48 hours before the event start time. After that window, refunds are at the Organizer's discretion.

Cancelled events. If the Organizer cancels the event, all paid tickets are refundable in full. The Organizer is responsible for initiating those refunds; reach out to the Organizer first, then to VenueFuze support if the Organizer does not respond within 7 days.

Date / location changes. Significant changes to the date, location, or substance of an event (the “material change” standard) entitle attendees to a refund, again Organizer-initiated.

No-shows. Tickets that go unused without a prior cancellation are non-refundable except where required by law.

2. Auction wins

Winning bids are binding contracts between the bidder and the Organizer. Auction payments are non-refundable except:

• Where the item materially differs from the description and the Organizer agrees to release the bid.
• Where the Organizer cancels the auction or withdraws the item before payment.
• Where applicable consumer-protection law mandates a refund.

Attendees who cannot pay for a won item may submit a Release Request through the attendee checkout. The Organizer reviews and either approves the release (item returns to ACTIVE and may be offered to the runner-up) or rejects it; rejection does not create a refund obligation.

3. Donations

Donations to nonprofits or fundraising campaigns are generally non-refundable. Where a donation was made in error (wrong amount, wrong campaign), contact the Organizer within 7 days of the donation.

4. How refunds are processed

Approved refunds are issued to the original payment method through Stripe. Funds typically appear within 5-10 business days, depending on the issuing bank. For PayPal and Square transactions where the provider's refund API is not yet wired, the Organizer processes the refund in the provider dashboard and VenueFuze marks the order REFUNDED for the records.

5. Platform fees

VenueFuze platform fees and Stripe processing fees are included in the totalCents shown to the buyer. On full refunds, these fees follow the rules of the respective processor: Stripe processing fees are typically retained. Organizers should make this clear in their own posted refund terms.

6. Dispute resolution

Attendees should first attempt to resolve refund issues with the Organizer. If unresolved after a reasonable effort, contact support@venuefuze.com. Chargebacks initiated through the card issuer should be a last resort — they impact the Organizer's ability to keep running events on the platform.

7. Changes

We may update this policy. Material changes will be communicated to Organizers in advance.