Refund & Cancellation Policy

1. This policy explains when a Ticket bought on HAP.Partners can be cancelled or refunded, how a refund is made, and how long it takes. It is published by Alpheric Consultants Private Limited and forms part of our Terms of Service. Words defined there carry the same meaning here.
2. It applies to every Ticket bought through the Platform. It does not apply to a Ticket bought anywhere else — we cannot verify, replace or refund one.
3. Food, beverages, merchandise and services bought from a Seller at an Event are sold by that Seller, not by HAP, and are not covered by this policy.

1. An Organiser cannot use its Event Terms to remove a refund this policy or the law gives you — most importantly, a refund where the Event is cancelled. A term that tries to do so does not apply to that extent. See clause 4 of the Terms of Service.
2. An Organiser may offer more than this policy requires — for example a goodwill window in which you can cancel, or a name change on a Ticket. Where it does, that offer is stated in its Event Terms and is honoured on the terms it sets.
3. An Organiser may also impose conditions that lead to entry being refused — a hard entry cut-off, an identity check, an age limit. Refusal on those grounds is not a ground for refund. See clause 6.

1. An Event has a fixed capacity and a fixed date. A Ticket withdrawn late is usually a seat that cannot be resold, which is why this is the industry-standard position and why we state it plainly rather than in a footnote.
2. Check the date, the day, the time slot, the ticket type, the quantity and the attendee names before paying. The Platform shows all of them on the payment step for exactly this reason.
3. Clause 3 is subject to clause 5. Where the Event does not happen as sold, you are refunded.

The full position on each is set out below.

1. The Event is cancelled. You receive a full refund of everything you paid for that Order, including the platform or convenience fee and taxes. You do not need to apply. We notify you at the contact details on the Order and initiate the refund to the original payment method.
2. The Event is postponed or rescheduled. Your Ticket remains valid for the new date and time without any action from you. If the new date does not suit you, ask for a full refund within 7 days of our notice, or before the rescheduled Event begins, whichever is earlier.
3. The Event changes materially. A change is material where it defeats the reason a reasonable person bought the Ticket — the venue moves to a different city or a substantially different location, the headline act billed as the reason for the Event does not appear, the format changes fundamentally, or the day or time slot you bought is withdrawn. The same 7-day election as clause 5.2 applies. A change to a supporting act, running order, seating block, stage layout or minor timing is not material.
4. The Event is abandoned after it begins. Where a material part of the Event is not delivered, we agree a full or partial refund with the Organiser and apply it to every affected Order. Where substantially the whole Event was delivered before it was stopped, no refund is due.
5. Payment succeeded but no Ticket was issued. We re-check every pending Order against the payment aggregator. If the payment did succeed, the Order completes and the Ticket is issued. If it did not, any amount debited is returned, ordinarily within 5 to 7 working days.
6. You were charged more than once. Duplicate charges for the same Order are refunded in full. Tell us the order number and the transaction reference so we can match them.
7. We made the mistake. Where a valid Ticket was refused at the gate because of an error in our systems, or an Order was cancelled by us other than for a reason in clause 6, you receive a full refund.
8. An obvious pricing error. Where we cancel an Order under clause 6.7 of the Terms of Service, the amount paid is refunded in full.

• Change of mind or circumstance — you can no longer attend, plans changed, someone else cannot come.
• Booking error — the wrong date, day, time slot, ticket type or quantity was selected.
• Travel and access — traffic, a missed train or flight, parking, or difficulty reaching the venue.
• Late arrival — you arrived after entry closed, or missed a part of the Event.
• Refused or removed under the Event Terms — age or identity requirements not met, intoxication, a prohibited item, or conduct that led to removal.
• Weather — where the Event still takes place. An Event cancelled for weather is covered by clause 5.1.
• A non-material change — a supporting act, running order, seating block or minor timing change.
• Your enjoyment — the Event took place as described but did not meet your expectations. Tell the Organiser, and tell us at [email protected]; we act on patterns.
• A Ticket already used — including where you shared it and another person was admitted on it first.
• A Ticket bought outside the Platform, or resold in breach of the Terms.
• An Order cancelled for breach — fraud, touting, circumventing a per-person limit, or another breach of the acceptable use clause.

1. Where a discount or coupon was applied, the refund is of the amount actually paid, not the pre-discount price. A single-use coupon consumed on a refunded Order is not reinstated unless the Event was cancelled.
2. Where an Order contains Tickets for more than one day or time slot, a refund arising under clause 5 applies only to the days or slots affected.

1. Original payment method only. A refund goes back to the card, UPI handle, wallet or bank account the payment came from. We cannot refund to a different instrument, pay in cash, or transfer to another person’s account — that restriction is a fraud control, not an inconvenience.
2. Where the original instrument is closed, expired or blocked, tell us. We will work with the payment aggregator to find a route, which may need documentary proof from you and takes longer.
3. We do not offer credit notes, vouchers or account balances in place of a refund unless you expressly choose one where it is offered.
4. Once we initiate a refund it passes to the payment aggregator and then to your bank or card network. The time it takes after that is theirs, not ours. A refund is complete when they credit it, not when we send it.
5. We confirm by email when a refund is initiated, with a reference you can quote to your bank.

Working days exclude Sundays and bank holidays. If a refund has not reached you a week after we confirmed initiation, send us the reference from that email and we will chase it with the payment aggregator.

1. Tickets are not transferable and may not be resold. See clause 9 of the Terms of Service.
2. You may send a copy of a Ticket to someone else from your order page. That is a copy, not a transfer: the code is still admitted once, and whoever presents it first is let in. It does not change who the Order belongs to and does not create a refund right for either of you.
3. Where an Event requires a Ticket to name its Attendee, a name change is at the Organiser’s discretion under its Event Terms. Ask the Organiser, whose contact details are on the Event page and in your Order confirmation.

Where an Event is cancelled you do not need to do anything — we start the refund ourselves. For everything else:

Write to

[email protected]

From

The email address on the Order, so we can verify it is yours

Include

Your order number, the reason, and any supporting detail — a screenshot, a bank reference, the time you were refused entry

Deadline

Within 7 days of the notice for a reschedule or material change; within 30 days of the Event date in every other case

We acknowledge within 48 hours and decide within 7 working days. Where we need the Organiser’s confirmation we tell you that, and we follow it up.

1. Where a chargeback is raised on a valid Order — for a Ticket that was issued, delivered and, in particular, used — we defend it and supply the payment record, the delivery record and the entry record to the bank.
2. Raising a chargeback in bad faith is a breach of the Terms of Service. We may cancel outstanding Tickets, refuse entry, and suspend the account and the payment instruments involved.
3. A chargeback and a refund cannot both be paid. Where a refund has already been initiated, tell your bank and quote the refund reference from our email.

This clause is about us and the Organiser, not about you. It is stated so that no one can point at the other while you wait.

1. Where a refund is due to you, HAP processes it. You are not asked to pursue the Organiser yourself, and you are not asked to wait for the Organiser to pay us first.
2. Where the refund arises from the Organiser cancelling, abandoning or materially changing its Event, the cost is the Organiser’s. We recover it from amounts otherwise due to that Organiser, under clause 12.6 of the Terms of Service.
3. Where the refund arises from our error, the cost is ours.

Reply to our decision first and tell us why you disagree — most disputes are resolved there. If that does not settle it, escalate to the Grievance Officer.

Grievance Officer

Ashish Randhawa

Email

[email protected]

Address

Alpheric Consultants Private Limited, Alpheric, 6th Floor, Magnus Tower, Sector 73, Noida, Uttar Pradesh 201301, India

Acknowledgement

Within 48 hours

Resolution

Within 30 days

Nothing in this policy affects your rights under the Consumer Protection Act, 2019, including your right to approach a Consumer Disputes Redressal Commission.