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Organiser Refund Policy
1. Overview
This Organiser Refund Policy outlines the minimum refund standards and responsibilities that event organisers (Organisers) must uphold when using the Ralley Platform to host paid events. This policy is designed to ensure fair treatment of attendees (Attendees) and to uphold the integrity of the Ralley community.
The rights and obligations contained in these Requirements are in addition to and are incorporated into the Terms of Use and Merchant Agreement by reference. In the event of a conflict between or among these Organiser Refund Policy, the Merchant Agreement, and the Terms of Use, the following Order of Precedence will apply: first these Organiser Refund Policy Requirements, then the Merchant Agreement, then the Terms of Use.
All Organisers must display a clear, accessible refund policy on their event page if a ticket price is listed. If no refund policy is specified, the minimum conditions in this document apply by default.
2. Organiser Responsibilities
Organisers must:
- Clearly state their refund policy at the time of event listing and ensure it complies with applicable laws.
- Include instructions for Attendees on how to request a refund.
- Respond to refund requests within 5 business days.
- Process eligible refunds promptly via the payment method used at purchase.
- Avoid retroactive changes to refund policies unless they benefit Attendees.
Ralley may review and amend refund policies that are inconsistent with these standards or generate repeated user complaints.
3. Minimum Requirements
All refund policies listed by Organisers on Ralley must meet these baseline standards:
| Requirement | Description |
|---|---|
| Posting Requirement | Refund policies must be clearly posted on the event page. |
| No Refund Policies | Permitted but must still comply with minimum refund conditions. Must be clearly stated. |
| Mandatory Conditions | All policies must allow for refunds in specific cases (see Section 4). |
| Legal Compliance | Policies must comply with applicable local, national, and payment system regulations. |
| Instructions for Attendees | Must include clear steps on how, when, and where to submit refund requests. |
| No Retroactive Downgrades | Policies may not be altered retroactively unless doing so benefits affected Attendees. |
| Response Time | Refund requests must receive a first response within 5 business days. |
| Fairness Clause | Policies must be reasonable and not exploitative or misleading. |
If an Organiser does not provide a compliant refund policy, Ralley reserves the right (but not the obligation) to update or enforce one that does.
4. Minimum Refund Conditions
Organisers must issue full refunds in the following situations, regardless of their stated policy:
| Scenario | Refund Required? | Notes |
|---|---|---|
| The event is cancelled or not fully performed | Yes | Must be initiated by the Organiser. |
| The event is postponed and not rescheduled within 90 days | Yes | Attendees must be informed or refunded. |
| The Organiser removes an Attendee before the event | Yes | Unless due to a breach of the platform’s Terms of Use. |
| Attendees are denied entry due to Organiser error | Yes | Includes overselling or access failures. |
| The event differs significantly from its published description | Yes | At Ralley’s sole discretion. |
Important Note:
- Ralley Fees (Subscription and Ticketing Fees) are non-refundable, even when full or partial refunds are issued.
- Organisers are responsible for covering the full refunded ticket amount.
- Attendees are entitled to receive the full amount they paid for the ticket, unless the event’s refund policy explicitly states otherwise.
- If an Organiser fails to act, Ralley may issue refunds directly and recover costs from Organiser proceeds or via invoice.
5. Discretionary Refund Actions by Ralley
Ralley may, at its discretion, initiate refunds on behalf of Organisers in cases including:
- Repeated failure to respond to refund requests
- Evidence of fraud, misrepresentation, or unlawful activity
- Legal or reputational risk to Ralley
- Duplicate or fraudulent transactions
These Exceptional Refunds do not include reimbursement of Ralley Fees (Subscription and Ticketing Fees) and remain the responsibility of the Organiser. These Exceptional Refunds fall under Section 7. Organiser Fees section outlined in Terms of Use.
6. No Guarantee
This policy does not obligate Ralley to issue refunds in all circumstances. Ralley is not an insurer of Organiser performance and may enforce or waive portions of this policy at its discretion to maintain platform integrity.
7. Tax and Legal Responsibility
Organisers are responsible for:
- Ensuring compliance with all applicable tax laws related to refunds.
- Covering any fees retained by Ralley or taxes arising from refunded ticket amounts.
Ralley may provide tools for convenience but does not provide legal or tax advice.
