Refund and Cancellation Policy

This Policy explains how refunds, cancellations, and payment disputes work for transactions made through Cirkle. It forms part of our Terms and Conditions and should be read together with the Marketplace Policy and, for vendors, the Vendor Agreement.

Cirkle is a marketplace. We provide the technology and process the payment, but the event is run by the organiser and any goods or services sold at it are supplied by the organiser or a vendor. Responsibility for a refund therefore usually sits with the organiser, not with Cirkle.

• Event ticket purchases
• Stall bookings and vendor package purchases
• Cirkle subscription fees paid by organisers
• Sponsored placement fees paid by organisers

You can raise a refund request in the app. Approving a request does not itself move money: the seller decides, and the seller issues any refund.

To request a refund:

1. Raise a request on your order in the app. Buyers and vendors can do this from their order. If you bought as a guest without an account, you can raise a request using your order reference and the email address you used at checkout.
2. The seller responds. The event organiser, or the merchant for a marketplace order, approves or declines the request and can give a written response. You are emailed their decision.
3. If you cannot resolve the matter that way, contact Cirkle support at hello@cirkl3.com.

State the reason for your request. If you contact support instead, include your name, the email address on your account, the order reference, and the event name. Complete information allows us to review the matter faster.

Organiser responsibility

Event organisers set the refund terms for their own events. Before purchasing, check the event listing and any terms the organiser has published.

When a refund is normally available

• The organiser cancels the event.
• The event is changed so significantly from what was advertised that it is materially different, which may include a change of date that you cannot attend.
• A refund is required by applicable law.
• The organiser agrees to a refund.

When a refund is not normally available

• Change of mind.
• Failure to attend, or late arrival.
• A personal scheduling conflict.
• Incorrect contact or personal details supplied by you.
• Denial of entry for breach of the event's or venue's rules.

If an organiser cancels an event, the organiser is responsible for refunding attendees and vendors. Where a published event is cancelled, the Platform notifies ticket holders. Cirkle may assist by providing transaction records, and provides the in-app route by which a refund request is raised and answered. Cirkle does not issue refunds on its own account.

Where a refund is approved it will normally be returned to the original payment method. Timing depends on Paystack, your bank, and card networks, and is outside our control.

A refund may be full or partial, and an order may carry more than one partial refund. A partial refund does not revoke a pass: a ticket stays valid for entry until the amounts refunded reach the full value of the order.

Where an organiser changes the date of a published event, the Platform records the change and shows both the original and the revised date to ticket holders on their tickets and orders.

Tickets normally remain valid for the rescheduled date. If you cannot attend the new date, contact the organiser. Whether a refund is available depends on the organiser's terms and the circumstances.

Vendors pay organisers for space at events, through the Platform.

Refunds for stalls and vendor packages are a matter between the vendor and the organiser, and are governed by the terms that the organiser published and that the vendor accepted when applying and again when paying.

Many event organisers operate a strict no refund policy for stalls once payment is made. Vendors should read the organiser's terms carefully before paying. Cirkle records the date and time at which a vendor accepted those terms, both at application and at payment.

Where an organiser removes an approved vendor from an event, entry passes issued to that vendor are revoked. Whether any money is returned is a matter between the vendor and the organiser, in line with the organiser's published terms.

If a vendor's application is rejected before payment, no payment is taken and the reserved space is released.

Cirkle subscription fees and sponsored placement fees are paid to Cirkle.

These fees are generally non-refundable, including where an organiser stops using the Platform during a paid period, except where a refund is required by law or where we have failed to provide the service paid for. If you believe you have been charged in error, contact hello@cirkl3.com.

Cancelling a subscription stops future renewals. It does not refund the current period.

Where a refund of a ticket, stall, or vendor package is agreed, Cirkle's commission and any payment processing charges may be non-refundable, unless the refund arises because the event was cancelled by the organiser or because of an error by Cirkle. The treatment of fees will be explained during the refund process.

If you believe you have been charged incorrectly, or charged more than once, contact hello@cirkl3.com with the transaction details. We will investigate with our payment provider before any refund is approved.

If you have a problem with a payment, please contact the organiser and then Cirkle before raising a chargeback with your bank. Chargebacks are slow, and we can usually resolve matters faster directly.

Fraudulent or abusive chargebacks may result in suspension of your account and recovery of the amounts involved. This does not affect any rights you have under applicable law.

We may refuse or delay a refund where we reasonably suspect fraud, duplicate or abusive claims, or where false information has been provided.

We may update this Policy. The current version is always published on the Platform with its revision date. Changes do not affect refund requests already submitted.

General support and refund enquiries: hello@cirkl3.com Privacy and data protection: privacy@cirkl3.com