Refunds & cancellations

Refunds are where buyer trust is won or lost, so Popup Pal makes your policy explicit up front and automates the easy cases. You pick one of four policies per event, printed clearly on the event page.

The four policies

• Flexible — buyers get an automatic full refund on request until 24 hours before doors.
• Moderate (default) — automatic full refund until 7 days before doors.
• Strict — automatic full refund until 30 days before doors.
• None — no self-serve refunds; every request comes to you for a decision.

Inside the window, requests are approved and refunded automatically — no ticket in your support inbox. Outside the window (or under the “none” policy), requests queue for your review and you approve or decline each with an optional note. Approved refunds go back to the original payment method from your Stripe balance, and the refunded tickets are invalidated so they can’t be scanned.

Refunds are whole-order

There is no per-ticket refund: a buyer’s request covers their order’s remaining balance. Inside the policy window it’s approved and processed automatically; outside it, the request comes to you and you approve or decline with an optional note.

Cancelling an event

Cancelling from the dashboard does three things: takes sales offline immediately, marks the event page as cancelled with your reason, and notifies every ticket holder by email. You are expected to refund ticket holders when you cancel — that obligation is part of the organiser agreement — and the dashboard walks you through refunding all paid orders.

Fees on refunds

Popup Pal returns its application fee on every refund, in proportion to the amount refunded — you should not be out of pocket on our fee for money you gave back. Stripe’s own treatment of processing costs on refunds follows your Stripe account’s terms.

Buyer-side instructions live in the buyer docs: Refunds for ticket buyers.