Return & Refund Policy

1. Who This Applies To

Informativ is a marketplace — tickets, venue bookings, artist bookings, equipment rentals, and vendor stalls are sold by the organiser, venue owner, artist, or lessor ("the provider"), not by Informativ itself. This policy covers refunds for payments made through the platform's payment gateway. A provider may also publish their own return, cancellation, damage, or late-return policy on their listing (for example a ticketed event's Return Policy, or an equipment listing's Damage Policy) — where one exists, it applies alongside this policy and sets out provider-specific terms such as cancellation cut-offs.

2. When You Can Request a Refund

• You may request a refund within 30 days of your payment, provided the event hasn't taken place yet, the rental period hasn't started, or the goods/service haven't been delivered.
• If an organiser cancels or postpones an event, ticket holders are refunded the ticket price.
• If a provider is unable to deliver what was advertised, or you were charged in error or more than once, you're entitled to a refund of the affected amount.
• Equipment rental deposits follow the lessor's confirm/decline window and cancellation terms — see the listing's rental terms and Damage/Late Return policies.
• Artist booking deposits are refunded only where the artist's quote stated the deposit as refundable and the refundable-until date hasn't passed.
• Meeting and conference room (Corporate Space) bookings: cancel 48 hours or more before the start and everything you paid is refunded; cancel later than that and the venue keeps the deposit (half the booking total), with anything you paid above it refunded. If the venue cancels, you're refunded in full. If the balance is still unpaid when the booking starts, the venue may cancel and keep the deposit. Catering ordered from the venue with the booking follows the same rules; equipment or a caterer you book separately for the meeting keeps its own terms and isn't cancelled with the space booking. Studio bookings (recording, rehearsal and podcast sessions, including any services booked with them) follow the same rules.
• Within 14 days of confirming you received an order, you may ask the seller to accept a return of its physical items. If the seller approves, you send the items back, and once the seller confirms they arrived, the items' price is refunded to your original payment method. Shipping, Downloadable products and Virtual products are not refunded. A seller who declines must give a reason; if you disagree, contact support.
• A vendor may cancel their own stall booking from Dashboard → My Stall Bookings until the event starts, and the stalls go back on sale. Cancelling at least 7 days before the event refunds the stall price in full to the original payment method; cancelling later refunds nothing. Employee tickets bought with the stall stay valid and are not refunded.

3. What's Not Refundable

• Services already rendered or goods already delivered — except a merchandise return the seller has accepted (see section 2).
• Requests made more than 30 days after payment (a provider may still choose to refund at their discretion).
• Optional paid promotions (for example featuring an event, equipment listing, or merchandise product), once the promotion has started.
• Deposits cancelled after the provider's published cancellation deadline.
• Downloadable merchandise products, once at least one file has been downloaded. A purchase with zero downloads may still be refunded at the artist's discretion.
• Virtual merchandise products (services or appointments), once the artist has rendered the service or the scheduled appointment has occurred.

4. How to Request a Refund

1. Contact the event organiser, venue, artist, or lessor directly where possible — most refund requests are resolved fastest this way.
2. If you can't reach a resolution, contact Informativ support with your order/transaction reference and the reason for the request.
3. Approved refunds are processed back to your original payment method through Yoco, our payment gateway, and typically reflect within 1–2 business days, though your bank may take up to 14 days.
4. Partial refunds are calculated against what remains of your original payment after any prior refunds on the same order.

5. Payment Disputes (Chargebacks)

We'd rather resolve things directly — a chargeback with your bank takes longer than a refund request to us, and banks typically expect you to have tried to resolve the issue with the seller first. If you do raise a chargeback, our payment gateway will ask us to submit evidence (proof of purchase, delivery, communications), which can take 30–90 days to resolve. Raising a chargeback for a transaction that was, in fact, delivered as described may result in the disputed amount — and any related fees — being recovered from you.

6. Providers: Refunds After Payout

Providers receive their share of a sale (net of Informativ's commission) as a payout after admin processes it. If a refund is approved for a transaction after you've already been paid out, the refunded amount is deducted from your Informativ account balance — including from future payouts, or by direct repayment where there's no future revenue to deduct from. This is set out in full in our provider agreements and internal refund procedures.

7. Your Rights

Nothing in this policy limits your rights under the Consumer Protection Act 68 of 2008 or other South African consumer-protection law. You're entitled to clear, timely communication on the status of any refund or dispute you raise with us.

8. Changes to This Policy

We may update this policy from time to time. Material changes will be announced on the platform and the "Last updated" date above will change.

9. Governing Law

This policy is governed by the laws of the Republic of South Africa.