Cancellation and Refund Policy

This policy explains who decides cancellations and refunds for events booked through Velora, how to request one, and how long money takes to come back.

1. Who is responsible

The Organizer's cancellation and refund terms are shown on the event and at checkout before you pay. Those terms, together with this policy, govern your booking. Where an Organizer's terms are more generous than this policy, theirs apply. Where an Organizer has published no terms, section 4 applies.

2. How to request a cancellation or refund

1. Contact the Organizer. The Organizer is identified on the event. If you do not have their contact details, ask us at support@velora.events, quoting your booking or ticket reference, and we will provide the details we hold for them.
2. The Organizer decides, according to the policy they published for that event.
3. If the Organizer approves it, the refund is processed back to your original payment method. Where we collected the money, we process the refund on the Organizer's instruction.
4. If you cannot reach the Organizer, or they do not respond within a reasonable time, escalate to us under section 8. We will provide the details we hold and take it up with them.

3. When Velora refunds you directly

Some failures are ours, not the Organizer's, and we deal with those without sending you to anyone:

• Duplicate payments for the same booking
• Money debited but no ticket or booking issued, including a payment that failed or timed out mid-transaction
• An amount charged that differs from the amount confirmed at checkout, because of a platform or technical error

Report these to support@velora.events with your transaction reference. Verified cases are refunded in full, including any platform fee, without needing the Organizer's approval.

A payment that was debited by your bank but never reached us is usually auto-reversed by your bank or the payment gateway, ordinarily within 5 to 7 working days. Tell us anyway and we will trace it with the gateway.

4. If the Organizer cancels, postpones or materially changes the event

If an event is cancelled outright, or postponed or relocated such that you can no longer attend, you are entitled to a refund from the Organizer under their policy and under applicable consumer law. We will pass on the Organizer's notice and, where we hold the money and the Organizer instructs it, process the refund.

Where an Organizer published no cancellation policy and cancels the event, our expectation of them, and the position we will press on your behalf, is a full refund of the ticket price.

Changes that do not usually qualify for a refund, unless the Organizer's own terms say otherwise, include a change of programme, line-up, speaker, running order, or a minor change of timing or seating.

5. Fees

Where a platform, convenience, gateway or payment-processing fee is charged, it is shown separately at checkout before you pay. Unless stated otherwise at checkout, such fees are non-refundable where the refund arises from your own cancellation, because the processing has already been performed and paid for.

They are refunded where the failure is ours under section 3, and where the Organizer cancels the event.

6. Refund timelines

Once a refund is approved and instructed:

• We submit it to the payment gateway within 2 working days
• The gateway and your bank or card issuer then take, typically, a further 5 to 10 working days to credit you
• Refunds always return to the original payment method. We cannot redirect a refund to a different card, account or instrument

The second leg is controlled by your bank or card issuer, not by Velora, and we cannot shorten it. If a refund has not reached you within 10 working days of our confirmation, contact us with the reference we gave you and we will trace it.

7. Chargebacks

If you raise a chargeback with your bank, please tell us and the Organizer at the same time. We will supply the payment gateway with the transaction records we hold. As between Velora and the Organizer, the cost of a chargeback on a ticket sale is the Organizer's responsibility under our agreement with them.

8. Escalation and grievance redressal

Event refunds are the Organizer's decision, so raise them with the Organizer first. Escalate to us if the Organizer is unreachable or unresponsive, if you believe an Organizer is not honouring the policy they published, or for anything in section 3.

• Grievance Officer: Mohit Jagetia
• Email: mohit@hiddentalent.tech
• Refund support: support@velora.events
• Post: Mohit Jagetia, Grievance Officer, Hidden Talent R&D Private Limited, Shastri Nagar, Bhilwara, Rajasthan 311001, India
• Phone: +91 99299 42881

We acknowledge within 48 hours and aim to resolve within one month of receipt, as the Consumer Protection (E-Commerce) Rules, 2020 require. Our role in an event dispute is to pass information between you and the Organizer and to press them to honour their published terms. We do not decide the dispute and, except under section 3, we do not fund the refund.

9. Force majeure

Neither Velora nor an Organizer is responsible for failures caused by events beyond reasonable control, including natural disaster, government restriction, public health emergency, civil disturbance or infrastructure failure. Your entitlement in those circumstances is determined by the Organizer's policy and by applicable law.

10. Your statutory rights

Nothing in this policy limits any right you have under the Consumer Protection Act, 2019 or other applicable law, including the right to approach a consumer forum having jurisdiction where you reside or work.

See also our Terms and Conditions and our Privacy Policy.