Refund Policy
DRAFT — placeholder written by engineering on 2026-09-18. Not reviewed by counsel. Not for publication.
What the platform already does, taken from docs/architecture/refund-architecture.md (Rules, Who Refunds, Forced Refunds) and docs/architecture/fee-architecture.md (the default fee-refund policy). This is the document the checkout links to before payment, because the refund policy "is disclosed at checkout before purchase" (refund-architecture.md Rule 4). Not reviewed; not publishable.
The refund window
Each event has a refund window set by its organizer, shown on the event page and again in the checkout before you pay ("Refunds until date — N hours before the start"). Inside that window you can refund your own ticket from the app; outside it, only the organizer or platform support can.
What comes back
| Who asks | What is refunded |
|---|---|
| You, inside the refund window | the ticket amount. The Sotillion service fee and GST are kept, unless the organizer's own policy returns them |
| The organizer — cancellation, downgrade, goodwill | the ticket amount and the service fee and GST |
| Sotillion, in the cases below | everything, including the fee, at the platform's cost |
| Support, for a dispute or an exception | per case, with a recorded reason |
A ₹0 ticket has nothing to refund: it carries no fee and no payment. Cancel it instead and the seat goes back.
When we refund you without being asked
- The organizer cancels the event — every issued ticket, in full, automatically.
- A payment arrived after the seat was gone — the hold expired and the seat went to another buyer; the refund starts immediately.
- A late capture — the payment landed after the attempt had already been closed as failed.
- A community closed with events still upcoming — every ticket for those events.
How it happens
- Refunds go back through the original payment, to the same card, account or instrument. There is no other route.
- A refund is never more than what is left refundable on the order; the database enforces that, not just the code.
- Refunding a ticket cancels its entry credential immediately, and returns the seat to the event if it has not started.
- One refund per request: pressing again does not create a second one.
- Timing: the refund is initiated with the payment provider straight away; how long it takes to appear on your statement is the provider's and your bank's. You see a dated row in the app rather than a spinner, and a refund still not completed after 7 days is picked up by support.
- Partial refunds are per ticket: one ticket of a multi-ticket order can be refunded without touching the others, using the amounts stored on that order at purchase — never a later fee configuration.
Deleting your account
If you delete your account while holding tickets, those tickets are cancelled, not refunded, and you are warned before the deletion starts. Refund anything you want refunded first.
Chargebacks
To be written with counsel and the payment provider.
Disputes and contact
Support contact: to be supplied. Grievance officer: to be appointed.