Organisers Refund Policy Requirements

In these Terms references to “you” means the Organiser or developer working on behalf of an organiser who has a client account with us for the promotion of their events or bookings  and references to “we”, “us”, “our” and “Flame Concepts Ltd” or “Flame” or “Flame Concepts” or “” means Flame Concepts Ltd and any owned and managed services you have with us (or our sites) owned and managed us including and not limited to or .   Flame Concepts Ltd is Registered in England and Wales 7994559 at Arkle House, 31 Lonsdale Street, Carlisle, CA1 1BJ with a trading address of Unit 5D Lakeland Business Park, Cockermouth, Cumbria, CA13 0QT. understands the importance of providing a clean, well-lit platform where consumers of events (“Consumers”) have full disclosure of the terms of their purchase and where those terms meet certain minimum requirements. For that reason, has created the following requirements governing the refund policies of organisers of paid events (“Organisers”) hosted on (the “Refund Policy Requirements”). is part of STAR, The Society for Ticketing Agents and Retailers which is an industry leading body set up to help provide guidance and ensures everyone displaying a membership of STAR, operates to good, fair and clear standards. As an Organiser using’s services, you are expected to operate under these same clear and fair standards at all times.

The rights and obligations contained in these Refund Policy Requirements are in addition to and are incorporated into the Terms of Service by reference.
1. Refund Policies and Administration
1.1 Minimum Requirements.

We understand that refund policies vary depending on the type of event and the Organiser. Because of that, we provide flexibility for Organisers to post their own policies with respect to their events, so long as they meet the following minimum requirements:

(a) Refund policies must be posted on the applicable event page;

(b) “No refund” policies are permissible, but must be clearly identified as such and must otherwise comply with these minimum requirements;

(c) Refund policies (including “no refund” policies) must provide for a refund or other make good for failure to provide the advertised goods and services (e.g., event cancellation);

(d) Refund policies must be in accordance with all applicable national and other laws, rules and regulations, including all requirements imposed by Card Schemes or Alternative Form of Payment Frameworks

(e) Refund policies must include specific instructions on how to obtain a refund, including how, when and where to direct a refund request;

(f) Refund policies may not be changed with respect to purchases made prior to the date of such change and its posting to the applicable event page;

(g) Refund policies must set out a specific time frame within which refund requests will be responded to, which should not exceed five (5) business days for a first response; and

(h) Refund policies must otherwise be fair and reasonable.

If a refund policy is not posted or does not meet these minimum requirements set forth above, may (but has no obligation to) modify such refund policy such that it meets these minimum requirements. Such modification may take the form of prospectively making changes to the Organiser’s posted refund policy on the applicable event page or retroactively applying such changes at the time of a dispute, chargeback and/or refund request.

1.2 Refund Process.

As all monies from bookings are taken by the Organiser so any request for a refund from a Consumer, instructs Consumers to contact the Organiser directly as set forth in the Organiser’s applicable refund policy. If no contact information is listed, instructs the Consumer to use the contact the organiser button on the event page or such other information posted on the event page.

2. No Insurance or Guarantee
These Refund Policy Requirements are not intended to be and do not constitute an offer to insure the performance of or to guarantee the performance of any Organiser and are not a guarantee that refunds will be issued in any given situation.

3. Refund/Booking insurance provides links to online booking insurance for refund protection.  This is set up as a direct relationship between the insurance broker/insurance company and the Organiser.  If refund/booking insurance is offered, the Consumer will opt to accept or decline the offer of protection during purchase at an additional charge (which is calculated as a percentage of the value of sale).

If accepted, any refunds requested should then be directed, under the terms of those policies, to the broker/insurance provider. does not influence nor is involved in any decision or claim of insurance.

If you are an organiser and looking to offer additional protection for your consumers, get in contact with