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Cancellation and Refunds

Effective Date: April 1, 2025

1. Introduction

This Cancellation and Refunds Policy explains how cancellations, changes, and refund requests are handled for tickets, passes, and other paid items purchased through Velora. Velora is operated in India by HIDDEN TALENT R&D PRIVATE LIMITED and in certain other regions by Dhaasu LLC.

Velora is a platform and intermediary. Most events and experiences are organized by independent third-party organizers (“Organizers”). As a result, many refund outcomes are governed by the Organizer’s policy and applicable law.

2. General Principle

Unless otherwise stated in this Policy, on the event page, or required by applicable law: all sales made through Velora are considered final.

In most cases, Velora does not issue refunds directly. Refunds, if any, are managed primarily by the Organizer, and Velora may only facilitate refunds as described below.

3. Organizer-Specific Policies

Each Organizer may define their own cancellation and refund rules. These will typically be shown on the event page or in event-specific terms and conditions. When you purchase a ticket:

  • You agree to the Organizer’s refund and cancellation policy;

  • That policy will govern whether you are eligible for a refund;

  • Velora is not responsible for an Organizer’s failure to honor their stated policy, but may assist with dispute resolution at its discretion.

If an Organizer does not clearly publish a refund policy, the default rules in Section 4 apply.

4. Situations Where Refunds May Be Available

Where permitted by the Organizer’s policy or required by law, refunds may be available in the following situations:

  • Event cancelled: The event is fully cancelled by the Organizer before it begins.

  • Major change: Significant changes occur (for example, date, city, or venue change, or removal of the main advertised performer/activity) which you do not accept.

  • Duplicate payment: You are accidentally charged twice for the same ticket or order.

  • Payment captured but ticket not issued: A technical or processing error results in payment being taken but no valid ticket being delivered and the issue cannot be resolved in a reasonable time.

  • Payment processor error: Razorpay, Stripe, or another payment processor confirms that a transaction must be reversed under their rules.

  • Legal or regulatory cancellation: The event is cancelled due to a government order, safety directive, or other legal requirement.

In such cases, refunds may be processed by the Organizer directly or facilitated through Velora by deducting the refund amount from the Organizer’s payouts, where technically and contractually possible.

5. Non-Refundable Situations

Unless required by applicable law or the Organizer’s own policy, refunds will generally not be provided in the following situations:

  • You arrive late or are a “no-show” for the event;

  • You are denied entry due to violation of venue rules or safety policies;

  • You purchase tickets from unauthorized resale channels or third parties;

  • You voluntarily choose not to attend after purchase;

  • You are dissatisfied with subjective aspects of the event (for example, crowd size, music choice, weather, food options, etc.);

  • You incur travel, accommodation, or other ancillary costs (these are never refundable by Velora).

6. How to Request a Refund

If you believe you are eligible for a refund, you should first:

  • Review the event page and the Organizer’s published refund policy;

  • Contact the Organizer using the contact details provided in the event listing;

  • Where available, use in-app support or the help channels provided inside Velora to submit your request with your order ID and relevant screenshots.

You should make refund requests as soon as possible, and in any case within a reasonable time after the event date or the incident giving rise to the request. Velora and the Organizer may decline late or incomplete requests.

7. Role of Velora in Refunds

Velora is not the Organizer of events and does not guarantee refunds. However, Velora may, at its discretion:

  • Help route or track your request with the Organizer;

  • Provide transaction confirmations and payment references;

  • Facilitate refunds by adjusting or withholding Organizer payouts where Velora has collected funds and deems a refund appropriate under this Policy or applicable law;

  • Restrict, suspend, or remove events or Organizers with repeated complaints or unresolved refund issues.

Velora’s decision to assist with a refund does not create an ongoing obligation to issue refunds in similar situations, and does not make Velora the guarantor of the event.

8. Chargebacks and Payment Disputes

If you dispute a charge directly with your bank, card network, or payment provider (for example, via a chargeback), the investigation process is governed by that provider’s rules.

While a dispute is pending, Velora may:

  • Temporarily hold related payouts to the Organizer;

  • Restrict tickets or access linked to the disputed transaction;

  • Limit future purchases by the disputing account if abuse is suspected.

Where a chargeback is decided in your favor, the refund amount, timelines, and currency are determined by your bank or payment provider, not by Velora.

9. Currency, Amounts, and Fees

Refunds, when approved, are generally processed in the same currency and to the same payment method used for the original transaction, subject to technical and regulatory constraints.

Any conversion differences, bank charges, or processing fees imposed by your bank, card issuer, or payment provider are outside Velora’s control and are not refundable by Velora.

10. Relationship to Other Terms

This Policy should be read together with:

  • The Platform Terms and Conditions of Velora;

  • The Event Organizer Agreement (for Organizers);

  • Any event-specific terms and refund policies published by the Organizer.

In the event of a conflict, non-waivable consumer rights under applicable law will prevail.

11. Changes to This Policy

Velora may update this Cancellation and Refunds Policy from time to time to reflect changes in our services, legal requirements, or operational practices. Material changes will be communicated via the Velora app, website, or email where appropriate.

Your continued use of Velora after an updated policy becomes effective constitutes your acceptance of the updated terms.