Refund Policy

Last Updated: 9 January 2026

1. Our Buyer Protection Guarantee

When you buy a ticket on REUNI, your payment is held in escrow until the event has passed. This protects you from fraud and ensures you only pay for valid tickets.

2. When You're Entitled to a Full Refund

You will receive a full refund (ticket price + service fees) in the following situations:

2.1 Ticket Not Transferred

If the seller fails to transfer the ticket to you:

• You did not receive the ticket in your Fatsoma/FIXR account
• The transfer link does not work
• The seller is unresponsive

2.2 Invalid or Fake Ticket

If the ticket turns out to be:

• Counterfeit or fake
• Already used or redeemed
• Cancelled or voided by the event organiser
• Not valid for the event or date listed

2.3 Ticket Doesn't Match Listing

If the ticket you receive is significantly different from what was listed:

• Wrong event
• Wrong date or time
• Wrong ticket type (e.g., standard instead of VIP)
• Wrong venue

2.4 Entry Denied

If you are denied entry to the event due to a ticket issue:

• Barcode doesn't scan
• Ticket flagged as invalid
• Ticket already used by someone else

Required evidence: Photo/video at venue, timestamp, venue staff confirmation if possible

2.5 Event Cancelled

If the event is cancelled by the organiser:

• REUNI will cover your refund
• This applies even if the seller has already been paid out
• No action required from you - we will process automatically when possible

3. When Refunds Are NOT Available

3.1 Partial Refunds

We do not offer partial refunds or price adjustments. Refunds are full amount or nothing.

3.2 Replacement Tickets

We do not source replacement tickets. Refund is the only remedy available.

4. How to Request a Refund

Step 1: File a Dispute

• Go to your purchased ticket in the app
• Tap "Report Issue" or "Request Refund"
• Select the reason for your claim
• Provide evidence (screenshots, photos, etc.)

Step 2: Evidence Required

Depending on your claim, you may need to provide:

Step 3: Investigation

• REUNI will investigate your claim
• We may use GPS and timestamp data to verify claims
• We may contact the seller for their side
• Investigation typically takes 1-3 business days

Step 4: Decision

• You will be notified of the decision via email and in-app notification
• If approved, refund is processed within 5-10 business days
• Refunds are returned to your original payment method

5. Refund Request Limits

To prevent abuse of our refund system:

• Maximum 5 refund requests per rolling 30-day period
• If you hit this limit and have a legitimate issue, email us at info@reuniapp.com with evidence
• Accounts with excessive refund requests may be reviewed for fraud patterns

6. Fraud and Abuse

We take refund fraud seriously. The following will result in account termination:

6.1 False Claims

• Claiming non-receipt when you did receive the ticket
• Claiming entry denial when you attended the event
• Falsifying evidence

6.2 Friendly Fraud

• Filing chargebacks with your bank while also requesting a refund
• Filing chargebacks for legitimate transactions

6.3 Consequences

• Immediate account termination
• Forfeiture of any pending refunds or payouts
• Potential legal action
• Reporting to fraud prevention databases

7. Disputes Between Buyers and Sellers

When a dispute arises:

1. REUNI investigates using available evidence
2. We may request additional information from both parties
3. REUNI admin makes a decision based on evidence
4. Our decision is final for platform purposes

Appeals

• You may appeal a decision within 14 days
• Email: info@reuniapp.com with "Dispute Appeal" in the subject
• Include your transaction ID and additional evidence
• Appeals are reviewed by senior staff
• Appeal decisions are final

8. Seller Payouts and Refunds

If Refund Requested Before Payout

• Payout is withheld pending investigation
• If refund approved, buyer is refunded
• Seller does not receive payment

If Refund Requested After Payout

• For fraud/invalid tickets: Seller payout is clawed back
• For event cancellation: REUNI covers the refund
• Sellers with clawbacks may face account restrictions

9. Event Cancellation Policy

If an event is cancelled by the organiser:

10. Processing Times

11. Your Legal Rights

This refund policy does not affect your statutory rights under the UK Consumer Rights Act 2015. If you believe your statutory rights have been breached, you may:

• Contact us directly
• Seek advice from Citizens Advice
• Take legal action through the courts

Effective 9 January 2026