Legal
Last updated 1 August 2026
Short version: the organiser decides and issues refunds, because the organiser is who you bought from and who holds the money. Here is exactly how that works and what we do to help.
docs/legal-checklist.md in the repository for the full list of what is outstanding.The organiser of the event. When you buy a ticket, your contract is with the organiser, and their share of your payment settles directly to their bank account — Evento never holds it. So we cannot refund your ticket money, because we do not have it.
What we can do, and will do, is put you in touch with the organiser, pass on your complaint, and act where an organiser is behaving improperly. See section 6.
Refund terms differ by event. An organiser may offer full refunds up to a cutoff, partial refunds, or no refunds at all. Where an organiser has published refund terms, those terms apply to your ticket, and you should read them before buying.
If an organiser has published no refund terms, that does not remove your rights under the Consumer Protection Act, 2019 — see section 5.
If an organiser cancels an event, they are responsible for refunding tickets they sold for it. The event will be marked cancelled on Evento, and your ticket will remain visible in My tickets as the record of your purchase — keep it, since it is your evidence when claiming a refund.
For a postponed event, organisers usually honour existing tickets for the new date. If the new date does not suit you, ask the organiser for a refund.
Nothing on this page removes rights you have under Indian law. Under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, you are entitled to accurate information before you buy, and to redress where a service is deficient or an event is not provided as described. A “no refunds” policy does not override those rights where an organiser has failed to deliver what they sold.
You may also approach the appropriate consumer forum or the National Consumer Helpline.
If an organiser is unresponsive, refuses a refund you believe is due, or appears to be acting fraudulently, contact our Grievance Officer via the support page with:
We acknowledge complaints within 24 hours and aim to resolve them within 15 days, in line with the Information Technology (Intermediary Guidelines) Rules, 2021 — which is stricter than the one month allowed under the E-Commerce Rules, so we hold ourselves to the shorter clock.
Where an organiser repeatedly fails to honour refunds, we can suspend their organisation, which stops further ticket sales. Tickets already issued continue to work, because punishing attendees who already paid would make the problem worse.
Once an organiser issues a refund, Razorpay processes it back to your original payment method. Typical timelines are 5 to 7 working days, depending on your bank or UPI provider. Evento does not control this timing.
Refunds go back to the method you paid with. We cannot send a refund to a different account.
Where a ticket is fully refunded, Evento's 2% platform fee for that ticket is not retained as profit against a cancelled sale. Payment gateway charges levied by Razorpay may not be recoverable, and an organiser may deduct those where their published terms say so.
There is nothing to refund on a free ticket. If you cannot attend, please tell the organiser so they can release your place to someone else — for capacity-limited free events, a no-show keeps someone else out.
If you raise a chargeback with your bank, Razorpay and the organiser will be notified and the organiser may be required to respond with evidence. Please try the organiser and then us first; a chargeback is slower for you and can result in your account being restricted while it is investigated.
Refund questions we can help with: [support email]. Formal complaints: see the support page.