1. Default refund window
Unless the event lists a different policy on its page:
- More than 30 days before the event — full refund minus a 10% admin fee, or free transfer to another participant.
- 15–30 days before the event — 50% refund, or free transfer to another participant.
- Less than 15 days before the event — no refund. Transfers may still be allowed at the organizer's discretion.
- After the event start — no refunds.
2. Platform fees
The following fees are strictly non-refundable under all circumstances, as they cover costs already incurred on your behalf or obligations to third parties:
- Platform service fees
- Payment processing fees
- Federation fees (remitted directly to the sports federation)
- Donations (transferred to the designated charity or cause)
- Fundraising contributions (transferred to the athlete or team fundraiser)
These fees are excluded from all refund calculations regardless of the organizer's refund policy or the timing of your request.
3. Wallet credit and gift cards
- Refunds for orders paid (in full or in part) with wallet credit are returned to your EventSetup wallet, not to your card.
- Gift cards are non-refundable once redeemed but can be voided by the buyer if they have not yet been claimed by the recipient.
4. Cancellation by the organizer
If an organizer cancels an event, you are entitled to a full refund of the registration fee and platform fees, automatically processed within 14 business days. Postponements or virtual conversions follow the organizer's announced policy; you will always have the choice between accepting the new date/format or receiving a full refund.
Note: federation fees, donations, and fundraising contributions are non-refundable even in the event of organizer cancellation, as these amounts have already been remitted to the relevant third parties.
5. Force majeure
For cancellations caused by events outside the organizer's control (natural disasters, government bans, pandemics), the organizer may offer credit toward a future edition instead of a cash refund. Where applicable consumer law requires a cash refund, that right always prevails.
Federation fees, donations, and fundraising contributions remain non-refundable in force majeure situations.
6. How to request a refund
- Sign in and open My bookings.
- Select the registration and click Request refund.
- Choose a reason and submit. The organizer reviews requests within 5 business days.
- Approved refunds are returned to your original payment method within 5–10 business days, depending on your bank.
7. Disputes
If your request is denied and you believe the decision is unfair, contact support@event-setup.com. EventSetup will mediate and may issue a goodwill credit when appropriate.
8. Chargebacks
Please contact us before initiating a chargeback with your bank — most issues are resolved within 48 hours. Unjustified chargebacks may result in suspension of your account.