Merchant Refund Policy Requirements

Last updated: January 01, 2024

As a marketplace of events of all shapes and sizes, Tapaygo understands the importance of providing a transparent, reliable platform where consumers of events (“Consumers”) have full disclosure of the terms of their purchase and where those terms meet certain minimum requirements. For that reason, Tapaygo has created the following requirements governing the refund policies of organizers of paid events (“Merchants”) hosted on the Tapaygo platform (the “Refund Policy Requirements”).

The rights and obligations contained in these Refund Policy Requirements are in addition to and incorporated into the Tapaygo Terms of Service by reference.

Refund Policies and Administration

1. Minimum Requirements

We understand that refund policies vary depending on the type of event and the Merchant. Because of that, we provide flexibility for Merchants to post their own refund policies with respect to their events, so long as they meet the following minimum requirements:

1.1. Refund policies must be posted on the applicable event page.

1.2. “No refund” policies are permissible, but must be clearly identified as such and must otherwise comply with these minimum requirements.

1.3. Refund policies (including “no refund” policies) must provide for a refund or equivalent make-good for failure to provide the advertised goods and services (e.g., event cancellation).

1.4. Refund policies must comply with all applicable local, state, provincial, national, and other laws, rules, and regulations, including all requirements imposed by Card Schemes or Alternative Form of Payment Frameworks (each as defined in the Tapaygo Merchant Agreement).

1.5. Refund policies must include specific instructions on how to obtain a refund, including how, when, and where to direct a refund request.

1.6. Refund policies may not be changed with respect to purchases made prior to the date such change is posted to the applicable event page.

1.7. Refund policies must set out a specific timeframe within which refund requests will be responded to, which should not exceed five (5) business days for a first response.

1.8. Refund policies must otherwise be fair and reasonable.

If a refund policy is not posted or does not meet the minimum requirements set forth above, Tapaygo may (but has no obligation to) modify such refund policy so that it meets these requirements. Such modification may take the form of prospectively updating the Merchant’s posted refund policy on the applicable event page or retroactively applying such changes at the time of a dispute, chargeback, and/or refund request.

2. Refund Process

Consumers are instructed to contact the Merchant directly to request a refund, in accordance with the refund policy displayed on the relevant event page. Merchants agree to administer their refund policies in accordance with the terms set forth on the applicable event page and the minimum requirements above.

When a Consumer requests a refund and the Merchant does not respond by either refunding or denying the request after seven (7) days, Tapaygo may execute the refund on behalf of the Merchant. This may include using the Merchant’s funds held on the Tapaygo platform or applying other remedies available under the Merchant Agreement.

3. Tapaygo Review

In the event that a Merchant fails to honor a refund that a Consumer believes is due under the applicable refund policy and/or the minimum requirements set forth above, that Consumer may request Tapaygo to review the case by contacting support@tapaygo.com. Tapaygo will review the facts and circumstances and determine whether a refund is warranted in accordance with the applicable refund policy and the minimum requirements. Tapaygo will endeavor to complete its review within thirty (30) days of receiving the Consumer’s request.

Consumers should note that if payments were made directly to the Merchant using payment methods outside of Tapaygo’s control, Tapaygo may not have access to the funds and therefore may be unable to process a refund. All determinations by Tapaygo with respect to these Refund Policy Requirements, including the amount and eligibility of any refund, shall be final and binding on both Merchant and Consumer.

4. No Insurance or Guarantee

These Refund Policy Requirements are not intended to and do not constitute an offer to insure or guarantee the performance of any Merchant and do not guarantee that refunds will be issued in any given situation. Tapaygo provides access to the Glownet platform as an authorised Channel Distribution Partner of Glownet DWC LLC (“Glownet”) and administers refund compliance accordingly.