Refund and Cancellation Policy

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

Cirkle is a platform, not the seller. When you buy a ticket, a stall, a vendor package, a shop order or a quoted service through Cirkle, you buy it from the organiser or the shop that offers it. The sale is between you and that seller. Your payment settles to the seller through our payment provider, Paystack, after Cirkle's fee is taken.

Nothing in this Policy limits rights you have under Nigerian consumer protection law, including the Federal Competition and Consumer Protection Act.

• Event tickets
• Stall bookings and vendor packages
• Shop orders and quotes for services from shops on Cirkle
• Cirkle's own fees, including subscriptions, Pro for shops and promotional placements

Refunds are given by the seller, never by Cirkle. Cirkle does not issue, fund or guarantee refunds, and Cirkle holds no buyer money, so it cannot refund on a seller's behalf.

1. Ask the seller. You can raise a refund request on your order in the app, or contact the seller directly. If you bought as a guest, you can raise a request using your order reference and the email address you used at checkout. Say what happened; the seller can only decide on what you tell them.
2. The seller decides. The organiser, or the shop for a shop order or quote, accepts or declines your request and can reply in writing. You are emailed their decision.
3. The seller pays any refund. If the seller agrees, they send the refund to you. Accepting a request in the app does not itself move money. Timing depends on the seller, Paystack, your bank and card networks.

If you cannot reach a seller, email hello@cirkl3.com with your order reference and we will help you reach them. Cirkle can pass your request on and share the transaction record, but cannot decide it or pay it.

Each organiser sets the refund terms for their own events, and Cirkle shows those terms before you pay. Read them before you buy.

A refund is normally available when the organiser cancels the event, when the event is changed so much from what was advertised that it is materially different (which may include a new date you cannot attend), when the organiser agrees, or when the law requires it.

A refund is not normally available for a change of mind, not attending, arriving late, a personal scheduling conflict, contact details you entered incorrectly, or being refused entry for breaking the event's or the venue's rules.

A refund may be full or partial. A partial refund does not cancel a ticket: it stays valid for entry until the amounts refunded reach the full value of the order.

The organiser is responsible for refunding or rescheduling, and for telling buyers. When a published event is cancelled or its date changes, Cirkle emails ticket holders and vendors, and shows the original and new dates on their tickets and orders.

Where an event is postponed, tickets normally stay valid for the new date. If you cannot attend the new date, ask the organiser for a refund.

Cirkle passes buyers' refund requests to the organiser and may suspend an organiser who does not deal with them. Because payments settle to the organiser, Cirkle cannot refund buyers itself, including when an event is cancelled.

Vendors pay organisers for space at events, through Cirkle. Refunds for stalls and vendor packages are between the vendor and the organiser, under the terms the organiser published and the vendor accepted when applying and again when paying. Many organisers do not refund stalls once they are paid for. Cirkle records when a vendor accepted those terms.

Where an organiser removes a vendor from an event, the vendor's passes for that event are cancelled. Whether any money is returned is for the organiser to decide under their terms. If an application is rejected before payment, nothing is taken.

The shop handles delivery, returns and refunds for its shop orders and quoted services, under the refund policy and terms it shows on its shop and before you accept a quote. Raise a refund request on the order, or contact the shop. If a shop has not set out a refund policy, refunds are at its discretion, subject to your rights under the law.

Each checkout holds what you chose for a set time while you pay. Sometimes a payment reaches us after that time has run out, for example when a bank is slow.

• Tickets: if a ticket payment arrives late, your ticket is still issued, even if the event has sold out meanwhile.
• Stalls and vendor packages: if none are left when a late payment arrives, the order is marked "Paid, not fulfilled" and nothing is issued. Your payment has gone to the organiser, so the organiser handles the refund. We tell you how to contact them and open a refund request for them to decide.

Cirkle's fee is not refunded, including when a seller refunds a buyer and when an event is cancelled. This covers the commission Cirkle takes from a sale, the fee added to stall and vendor package prices, and any Cirkle service fee shown on a ticket order.

Card fee. Buyers pay the card fee shown at checkout, which is charged by Paystack. Paystack does not return it when a payment is refunded. Whether a seller's refund includes the card fee is the seller's decision, unless the law requires otherwise.

Cirkle's own services. Subscriptions, Pro for shops and promotional placements are paid to Cirkle. Cancelling stops future renewals; it does not refund the current period. If you believe Cirkle charged you for one of these in error, contact hello@cirkl3.com.

If you have a problem with a payment, please ask the seller first. A chargeback with your bank is slow, and most problems are resolved faster directly. Sellers are responsible for disputes and chargebacks on their own sales.

Fraudulent or abusive chargebacks may lead to suspension of your account. This does not affect your rights under the law.

A seller may refuse a refund where they reasonably suspect fraud, a duplicate or abusive claim, or false information. Cirkle may suspend accounts involved in fraud.

We may update this Policy. The current version is always published on Cirkle with the date it last changed. Changes do not affect refund requests already raised.

Help reaching a seller, and general support: hello@cirkl3.com Privacy and data protection: privacy@cirkl3.com