Commercial policy · 2026-10-11
This policy explains cancellations, refunds, event-credit expiry and the annual-portfolio grace period.
If you buy as a consumer and applicable law gives you a cooling-off period, you may cancel within that period. If you ask OneEvents to begin supplying the service immediately, we may deduct the value already supplied where the law permits and where the required consent was obtained. Business purchases may have different cancellation rights.
An unused and unactivated event package may be cancelled during any applicable cooling-off period. Once its event credit is used to activate an event, the package is normally non-refundable. Where possible, OneEvents may allow one transfer or reschedule instead of a cash refund, subject to capacity, expiry and abuse controls.
An annual portfolio runs for 12 months from activation. Cancelling stops the next renewal but does not end the current paid term. Unused credits expire at the end of that term and are not routinely refunded, converted to cash or carried into a later term.
OneEvents sends automated reminders approximately 90, 30, 14 and 3 days before unused annual credits expire. During the final 30 days, an eligible organiser may apply one self-service 30-day grace extension. The extension applies to the grant once, does not renew the package and does not create a cash entitlement.
Nothing in this policy limits mandatory legal rights. OneEvents will correct duplicate charges and provide an appropriate refund or price reduction when THNF cancels the purchased service, when a material service failure cannot be remedied within a reasonable time, or when applicable law otherwise requires it. Approved refunds are returned through the original payment route where practicable and without a refund fee.
A voucher is an access credential for the package shown on its receipt; it is not money, a guest ticket or a transferable stored-value wallet. Cash, bank-transfer and mobile-money refunds require the original verified payment evidence and appropriate identity or account checks. A revoked, expired or already redeemed voucher cannot be exchanged for cash except where a lawful refund is due.
Contact [email protected] with the account email, package and payment reference. Never email voucher codes, card details, PINs or passwords. Refund decisions and credit extensions are recorded for audit.
