Refund and Returns Policy

Cancellation

If an event is modified significantly (changes to the date, time, event location or line-up) when Tickets have already been sold or are still on sale, the Organiser must inform SUREVICES without delay.

The Organiser shall assume full responsibility when the changes to an event are such that it is considered by these T&Cs and by applicable legislation to constitute cancellation of the event.

Refund Obligation

SUREVICES would like to remind Organisers that the obligation to reimburse Participants the full ticket price paid in the event of a cancelled event is a personal obligation of the Organiser’s legal representative.

The Organiser expressly authorises SUREVICES to proceed with refunds using the amounts owed to it, for whatever reason. SUREVICES may proceed with a refund for a given event, using amounts owing for other Events organised by the Organiser. If these amounts are insufficient, the Organiser agrees to provide SUREVICES with the necessary funds to reimburse the Participants and irrevocably guarantees SUREVICES against any and all claims from the Participants. In the same context, SUREVICES will also be authorised to communicate with Participants, giving them the contact details and any relevant information about the Organiser so that the Participants can request a refund directly from the Organiser itself.

In the event of a refund, the Remuneration owed by the Organiser to SUREVICES will be retained by the latter.

Note that in addition, and in accordance with the Price List, the cancellation of an event gives rise to the invoicing of additional cancellation fees.

Refund at the request of the Organiser

In the event of postponement, substantial modification or cancellation of an event, the Organiser may expressly request that SUREVICES proceed with the total or partial reimbursement of Participants for all or part of the Tickets already sold, without having to give any reason. In this case, and assuming SUREVICES is not already in possession of the amount its needs to proceed with the refund, for whatever reason, the Organiser must pay SUREVICES the sums necessary to proceed with the refund. Note that in the event of a refund at the initiative of the Organiser, SUREVICES’s Remuneration will be retained.

Refund Insurance

SUREVICES may, at its discretion, ask the Organiser to take out insurance to cover the cost of refunding Participants, before entering into the contract or during the performance of the latter. SUREVICES will have to be designated as the beneficiary of the insurance so that it receives the necessary compensation to proceed with the refund.

The insurance policy needs to cover all cases of cancellation, including postponement or substantial modification of the event, whether the Organiser is responsible or not.

Even when cancellation insurance is taken out, SUREVICES may withhold all amounts owing to the Organisers, in accordance with the Article on “WITHOLDING TICKET EARNINGS” until the event(s) concerned take place.

Fraudulent use – Security deposit

The Software must not be used for fraudulent purposes or by unscrupulous Organisers, so SUREVICES reserves the right to withhold Ticket earnings until the events organised by the Organiser have been successfully held, in accordance with the provisions of Article 3 of these T&Cs on “Withholding Ticket earnings in cases of legitimate doubt”. In addition to this possibility, before any marketing, or while marketing the event, SUREVICES reserves the right to request a personal deposit from the Organiser to guarantee the return of ticket earnings and the payment of cancellation fees. The guarantee may also, and where applicable, be requested from any banking institution or natural or legal person whose residence or registered office is located in France, whether or not said person is part of the organisation of the Event.  SUREVICES reserves the right to request any useful documents to study the guarantees provided as well as the right to refuse guarantees from certain persons.

Resale Module – Refunds

The Organiser, particularly in the case of sold-out events, has the possibility, via the Software, of offering Participants who so wish the possibility of having their Tickets refunded, and of offering new Participants the possibility of acquiring these Tickets in a “resale” module.

This reimbursement, at a fixed price or within a price range defined by the Organiser, is only made to the Participant if and when a new Participant purchases a new Ticket of the same category. This new Ticket will be sold at a price freely set by the Organiser.

The new Ticket and its generated barcode, which is the object of the new sale, then replaces the Participant’s initial Ticket in the overall capacity of the event, it being specified that the reimbursement of the initial Ticket immediately results in the invalidity of all the rights that were attached to it.

In this context and in the event that several Participants have requested a reimbursement, the order of reimbursements will follow the order of resale requests made on a first-come, first-served basis.

Where the resale price is within a price range defined by the Organiser, it is up to the Participant to define the price at which he/she wishes to be reimbursed within this range. This price set by the Participant then has an impact on the order in which the Ticket appears on the resale module, with Tickets appearing in ascending order of price from lowest to highest.

In addition, the Organiser may, at its discretion, charge a resale fee, which will be deducted from the amount to be reimbursed to the initial Participant.