Returns and Refunds Policy

 Effective Date: 30 June 2026 | Website: https://groovevibesevents.com

Important Note: This policy is a commercial draft and does not constitute formal legal advice. Groove Vibes Events should have this document reviewed by a qualified South African attorney before publication or use. 

1. Purpose of this Policy 

This Refund, Cancellation and Postponement Policy explains when customers may request refunds, credits, exchanges, or transfers for tickets purchased through Groove Vibes Events. 

By purchasing a ticket through Groove Vibes Events, the customer confirms that they have read, understood, and agreed to this Policy, together with our Terms and Conditions. 

2. Role of Groove Vibes Events 

Groove Vibes Events operates as an event ticketing platform and marketplace. We may list, market, facilitate, process, or support ticket sales for events hosted by independent event organisers, promoters, venues, artists, service providers, or vendors. 

Unless Groove Vibes Events is expressly listed as the event organiser, the responsibility for delivering the event rests with the relevant event organiser. 

Groove Vibes Events is not responsible for: 

• The performance or non-performance of artists, speakers, DJs, hosts, venues, suppliers, or organisers; 

• Changes to line-ups, programmes, venues, times, seating arrangements, or event schedules; 

• Weather conditions, traffic, transport disruptions, personal emergencies, or customer inability to attend; 

• Losses, expenses, travel costs, accommodation costs, or indirect damages suffered by customers. 

3. General Refund Principle 

All ticket sales are regarded as final once payment has been successfully processed, except where a refund is required under this Policy, applicable law, or a specific event organiser’s approved refund terms. 

Under South African consumer law, consumers may have rights relating to advance bookings and cancellations, but suppliers may impose a reasonable cancellation charge, taking into account the nature of the service, notice period, ability to resell the booking, and general industry practice. 

4. No Refunds for Customer-Related Reasons 

Refunds will generally not be granted where the customer: 

• Changes their mind; 

• Can no longer attend the event; 

• Arrives late; 

• Fails to attend the event; 

• Is refused entry due to intoxication, misconduct, age restrictions, dress code breach, security concerns, or failure to comply with venue rules; 

• Bought the wrong ticket type; 

• Made a duplicate purchase due to customer error; 

• Did not read the event description, date, time, location, age restriction, or terms before purchasing; 

• Experiences transport, accommodation, traffic, parking, illness, work, family, or personal issues, unless otherwise required by law. 

5. Refunds Where an Event Is Cancelled 

If an event is officially cancelled and not postponed or rescheduled, customers may be eligible for a refund of the ticket face value, subject to this Policy. 

Refunds may exclude: 

• Booking fees; 

• Payment gateway fees; 

• Service fees; 

• Bank charges; 

• Delivery fees; 

• Any non-refundable administrative charges. 

These fees are charged for services already rendered by Groove Vibes Events or third-party payment processors. 

Refunds for cancelled events will only be processed after Groove Vibes Events has received confirmation of the cancellation from the event organiser and, where applicable, after the organiser has made the necessary refund funds available to Groove Vibes Events. 

6. Postponed or Rescheduled Events 

If an event is postponed or rescheduled, the customer’s ticket will automatically remain valid for the new date, unless Groove Vibes Events or the event organiser states otherwise. 

A postponement or rescheduling does not automatically entitle the customer to a cash refund. 

Customers who cannot attend the new date may be offered one or more of the following at the discretion of Groove Vibes Events or the event organiser: 

• A ticket transfer to another person; 

• A credit voucher; 

• A ticket exchange for another event; 

• A refund, where required by law or approved by the organiser. 

7. Material Event Changes 

Groove Vibes Events and/or the event organiser may make reasonable changes to an event, including changes to: 

• Supporting artists; 

• Programme order; 

• Start or end times; 

• Venue layout; 

• Entry gates; 

• Seating arrangements; 

• Event format; 

• Sponsors or vendors. 

A refund will generally not be granted for minor or reasonable changes. 

A refund may be considered where there is a material change that significantly changes the nature of the event, such as: 

• Change of main headline performer where the performer was the primary reason for the event; 

• Change of city or venue to a materially different location; 

• Change of event date where no reasonable alternative is offered. 

8. Weather, Safety and Force Majeure 

Outdoor and live events may be affected by weather or circumstances beyond the reasonable control of Groove Vibes Events or the organiser. 

Refunds will not automatically be granted for events affected by: 

• Rain or adverse weather; 

• Load shedding or power interruptions; 

• Government restrictions; 

• Public health restrictions; 

• Strikes, protests, or civil unrest; 

• Natural disasters; 

• Venue safety concerns; 

• Acts of God; 

• Technical failures outside reasonable control; 

• Any other force majeure event. 

Where an event is postponed due to safety or force majeure reasons, tickets will usually remain valid for the rescheduled date. 

9. Death or Hospitalisation Exception 

Where a customer is unable to attend due to the death or hospitalisation of the person for whom, or for whose benefit, the booking was made, Groove Vibes Events will assess the refund request in line with applicable law and may require supporting documentation. 

South Africa’s Consumer Protection Act provides that a supplier may not impose a cancellation fee in respect of a booking where the consumer cannot honour the booking because of the death or hospitalisation of the person for whom, or for whose benefit, the booking was made. 

10. Cooling-Off Period for Online Purchases 

Because Groove Vibes Events sells tickets for events scheduled for a specific date or period, the ordinary online cooling-off right may not apply where the transaction relates to leisure services to be provided on a specific date or within a specific period. 

Customers should carefully check the event date, venue, time, ticket type, and restrictions before purchasing. 

11. Chargebacks and Payment Disputes 

Customers must contact Groove Vibes Events first before lodging any bank chargeback or payment dispute. 

If a customer initiates a chargeback without first following this refund process, Groove Vibes Events reserves the right to: 

• Suspend the customer’s account; 

• Cancel any related tickets; 

• Contest the chargeback with evidence of purchase and ticket delivery; 

• Recover any chargeback fees, bank fees, administrative costs, or losses caused by the dispute; 

• Refuse future transactions on the platform. 

Fraudulent, abusive, or bad-faith chargebacks may be reported to the relevant payment processor, bank, or authorities. 

12. Refund Request Process 

To request a refund, the customer must email: [email protected] 

The request must include: 

• Full name; 

• Email address used for the booking; 

• Order number; 

• Event name; 

• Ticket type; 

• Reason for refund request; 

• Supporting documents, where applicable. 

Refund requests must be submitted within 7 calendar days of the official cancellation announcement, or before the event date where the customer is requesting cancellation. 

Late refund requests may be declined. 

13. Refund Processing Time 

Approved refunds may take 7 to 21 business days to process, depending on the payment gateway, bank, organiser approval, and internal verification. 

Groove Vibes Events is not responsible for delays caused by banks, payment gateways, card networks, or third-party processors. 

14. Refund Method 

Approved refunds will usually be made to the original payment method used for the purchase. 

Groove Vibes Events may require customer verification before processing any refund. 

Refunds will not be paid to a different person, unrelated bank account, or third-party account unless Groove Vibes Events is satisfied that the request is lawful and legitimate. 

15. Non-Refundable Fees 

Unless otherwise required by law, the following may be non-refundable: 

• Booking fees; 

• Service fees; 

• Payment gateway fees; 

• Administrative fees; 

• Delivery fees; 

• Platform fees; 

• Add-ons already delivered; 

• Merchandise already collected or dispatched; 

• VIP benefits already used; 

• Any portion of the service already provided. 

16. Ticket Transfers 

Where refunds are not available, Groove Vibes Events may allow ticket transfers, subject to event organiser approval. 

A ticket transfer may be refused where: 

• The event prohibits transfers; 

• The ticket is personalised; 

• The ticket has already been scanned; 

• Fraud is suspected; 

• The transfer request is too close to the event time; 

• The transfer breaches event rules. 

17. Duplicate Purchases 

Duplicate purchases caused by customer error are not automatically refundable. 

Groove Vibes Events may consider a duplicate purchase refund where: 

• The same customer purchased the same ticket type for the same event twice by mistake; 

• The request is made within 24 hours of purchase; 

• None of the tickets have been scanned, transferred, or used; 

• The event is not sold out; 

• The organiser permits the refund. 

Booking fees and payment processing fees may still be deducted. 

18. Refusal of Entry 

No refund will be issued if a customer is refused entry or removed from an event due to: 

• Disorderly conduct; 

• Intoxication; 

• Violence or threatening behaviour; 

• Possession of prohibited items; 

• Failure to meet age restrictions; 

• Failure to provide valid identification; 

• Breach of dress code; 

• Breach of venue or organiser rules; 

• Fraudulent or duplicate ticket use; 

• Any unlawful conduct. 

19. Sold-Out Events and Resale 

Groove Vibes Events does not guarantee resale opportunities for customers who can no longer attend. 

Customers may not resell tickets at a price higher than the original purchase price unless expressly permitted by Groove Vibes Events and applicable law. 

Groove Vibes Events may cancel tickets suspected of unlawful resale, fraud, scalping, duplication, or unauthorised commercial resale. 

20. Vendor and Organiser Responsibility 

Where the event is hosted by a third-party organiser, the organiser is responsible for honouring approved refunds, cancellations, and event-related obligations. 

Groove Vibes Events may withhold organiser payouts until: 

• The event has taken place; 

• Refund windows have closed; 

• Chargeback risk has reduced; 

• Customer complaints have been resolved; 

• The organiser has complied with platform rules. 

This protects Groove Vibes Events, customers, and legitimate organisers. 

21. Admin Discretion 

Groove Vibes Events reserves the right to assess refund requests on a case-by-case basis. 

Any refund, credit, exchange, goodwill gesture, or exception granted by Groove Vibes Events does not create a precedent or future obligation to grant similar requests. 

22. Fraud Prevention 

Groove Vibes Events may refuse, delay, or reverse a refund where it suspects: 

• Fraud; 

• Ticket abuse; 

• Duplicate ticket claims; 

• Chargeback abuse; 

• False information; 

• Identity misrepresentation; 

• Unauthorised resale; 

• Use of stolen payment details. 

Groove Vibes Events may request identity verification, proof of payment, police case numbers, medical documents, or other supporting evidence where reasonably required. 

23. Customer Responsibility 

Customers are responsible for checking the following before purchasing: 

• Event name; 

• Date; 

• Time; 

• Venue; 

• Age restriction; 

• Ticket type; 

• Seating or access category; 

• Refund rules; 

• Dress code; 

• Entry requirements; 

• Event organiser terms; 

• Any additional event-specific conditions. 

By completing payment, the customer confirms that the booking information is correct. 

24. Limitation of Liability 

To the maximum extent permitted by law, Groove Vibes Events will not be liable for: 

• Travel costs; 

• Accommodation costs; 

• Food or beverage costs; 

• Loss of income; 

• Missed transport; 

• Personal disappointment; 

• Indirect or consequential losses; 

• Losses caused by event organisers, venues, performers, suppliers, or third parties. 

Groove Vibes Events’ liability, where proven, will be limited to the amount actually paid by the customer for the relevant ticket, excluding non-refundable fees unless otherwise required by law. 

25. Updates to this Policy 

Groove Vibes Events may update this Policy from time to time. 

The version published on the Groove Vibes Events website at the time of purchase will generally apply to that purchase, unless a change is required by law or is more favourable to the customer. 

Checkout Notice 

Recommended mandatory checkout checkbox text: 

I confirm that I have checked the event date, time, venue, ticket type, age restriction and event details. I understand that ticket sales are final except where a refund is required under the Groove Vibes Events Refund Policy or applicable law. I agree to the Terms and Conditions, Refund Policy and Privacy Policy. 

Event Page Refund Notice 

Recommended event page notice: 

Refund Notice: Tickets are non-refundable except where required by law, where the event is cancelled, or where Groove Vibes Events or the event organiser approves a refund under the Refund Policy. Booking fees, service fees and payment processing fees may be non-refundable. 

Operational Protection Checklist 

• Display the refund notice before checkout. 

• Require customers to tick acceptance of the Terms and Conditions, Refund Policy and Privacy Policy. 

• Keep logs of customer acceptance. 

• Send the refund policy link in order confirmation emails. 

• Delay vendor payouts until after the event and after refund/chargeback risks are reduced. 

• Keep payment gateway logs and order records. 

• Use a separate Vendor Agreement. 

• Make each organiser accept liability for their own event. 

• Clearly state whether Groove Vibes Events is the organiser or merely the platform. 

• Have an attorney review the policy before launch.