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.

Partial refunds

You can refund individual tickets within an order — one child ticket from a family order, for instance — rather than all-or-nothing. The order shows its refunded amount and remaining valid tickets.

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

When you refund an order in full, Popup Pal returns its application fee for that order — 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.