This Cancellation & Refund Policy explains how cancellations, postponements, refunds, chargebacks, Ticket transfers, and related Event issues are handled on NEXPA.
This Policy is incorporated into and forms part of the NEXPA Terms of Service, Organizer Agreement, Host/Venue Agreement, and Privacy Policy.
By purchasing a Ticket, claiming a free Ticket, creating an Event, selling Tickets, managing a guest list, submitting a Booking Request, listing a Venue, or otherwise using NEXPA, you agree to this Policy.
If you do not agree to this Policy, you should not use NEXPA.
NEXPA is a technology platform that helps Users discover Venues, submit Booking Requests, create Events, sell Tickets, purchase Tickets, manage guest lists, and communicate with other Users.
NEXPA is not the producer, operator, promoter, sponsor, guarantor, Venue owner, landlord, property manager, security provider, alcohol provider, insurer, or merchant of record for Events unless NEXPA expressly states otherwise in writing.
For paid Ticket transactions, NEXPA is designed to use Stripe Connect direct charges on the applicable Organizer’s connected Stripe account. The Organizer is the merchant of record for paid Ticket transactions unless otherwise disclosed at checkout.
NEXPA does not hold Organizer Ticket proceeds, maintain stored balances for Organizers, or issue Organizer payouts. Organizer payouts are handled by Stripe through the Organizer’s connected Stripe account.
This Policy is designed to explain what happens when Events are canceled, postponed, changed, disputed, or otherwise affected.
This Policy supplements:
If this Policy conflicts with the Organizer Agreement for Organizer-specific obligations, the Organizer Agreement controls for Organizer obligations.
If this Policy conflicts with Event-specific refund terms clearly disclosed before checkout, the Event-specific terms may control unless NEXPA determines that different treatment is required by law, Stripe rules, card network rules, consumer protection concerns, safety concerns, fraud concerns, or Platform policy.
For purposes of this Policy:
“NEXPA,” “Platform,” “Services,” “we,” “us,” or “our” means the NEXPA website, mobile applications, software, tools, features, services, ticketing features, listing tools, payment-related integrations, communication systems, and related services operated by or on behalf of Redshift Software LLC.
“Organizer” means a User who creates, promotes, manages, hosts, produces, or sells Tickets to an Event through NEXPA.
“Guest” means a User who purchases a paid Ticket, claims a free Ticket, registers for an Event, joins a guest list, attends an Event, or otherwise uses NEXPA as an attendee.
“Host” means a Venue owner, Venue operator, property manager, hospitality business, authorized representative, or other User who creates or manages a Venue Listing on NEXPA.
“Venue” means a physical location, event space, hospitality venue, rooftop, lounge, restaurant, bar, gallery, hotel space, private room, club, warehouse, outdoor space, or other location displayed, selected, or used in connection with an Event.
“Event” means a public, private, ticketed, non-ticketed, branded, social, entertainment, hospitality, promotional, cultural, nightlife, dining, music, networking, or other gathering created, promoted, listed, discovered, or ticketed through NEXPA.
“Ticket” means a digital or physical authorization, confirmation, QR code, receipt, credential, guest-list entry, registration, or other access method used to attend an Event.
“Paid Ticket” means a Ticket with a purchase price greater than $0.
“Free Ticket” means a Ticket, RSVP, guest-list entry, or registration with a $0 face value.
“All-In Price” means the total Ticket price shown to the buyer before purchase, including Ticket face value, applicable buyer-paid Platform fees, payment processing fees, taxes if applicable, and other disclosed mandatory charges.
“Payment Processor” means Stripe, Stripe Connect, Stripe Express, or any other third-party payment service provider used by NEXPA.
“Application Fee” means the amount NEXPA receives through Stripe Connect or another Payment Processor from a paid Ticket transaction, which may include a percentage-based platform fee, flat ticket fee, or other disclosed platform fee.
Unless otherwise disclosed at checkout, all Paid Ticket sales are final.
This means that, unless an Event is canceled or applicable law requires otherwise, a Guest is not entitled to a refund because the Guest:
Organizers may choose to offer more generous refund terms for a specific Event. Any more generous refund terms should be clearly disclosed before checkout.
NEXPA may require refunds in certain circumstances, including where required by law, required by Stripe, required by card network rules, required by NEXPA policy, or necessary to address fraud, safety, consumer protection, chargeback, or Platform risk.
Organizers may create Event-specific refund terms if NEXPA provides tools or permission to do so.
Event-specific refund terms may include refund deadlines, refund windows, conditional refunds, no-refund terms, partial refunds, credit options, or other rules.
Event-specific refund terms must be clear, accurate, lawful, and disclosed before checkout.
Organizers may not use Event-specific refund terms to mislead Guests, avoid legally required refunds, hide material conditions, or contradict mandatory consumer protection requirements.
NEXPA may reject, edit, override, or require changes to Event-specific refund terms if NEXPA believes they are confusing, unlawful, misleading, unfair, incomplete, or likely to create disputes.
If an Event is canceled after Paid Tickets have been sold, the default rule is that buyers should receive a refund of amounts paid for the canceled Event, except that Stripe processing fees or other payment processing amounts may not always be returned if the Payment Processor does not return them.
The Organizer is financially responsible for refunds required because of Event cancellation.
An Event may be considered canceled if:
If an Event is canceled, NEXPA may require the Organizer to issue refunds, may facilitate refunds through Stripe where available, may notify Guests, may pause or remove the Event, and may restrict the Organizer’s account.
If a Venue cancels, refuses access, closes, double-books, revokes approval, changes terms, or otherwise prevents an Event from occurring, the Organizer is responsible for determining whether to reschedule, relocate, modify, or cancel the Event.
If the Organizer cancels the Event because of Venue cancellation or denial of access, refund treatment follows the canceled Event rules.
If the Organizer reschedules or relocates the Event instead of canceling, refund treatment follows the postponed, rescheduled, or changed Event rules.
NEXPA is not responsible for Venue cancellation, Venue denial of access, Venue closure, Venue disputes, Venue conditions, direct Venue agreements, deposits, minimum spends, or off-platform Venue arrangements.
If an Event is postponed or rescheduled, Tickets remain valid for the new date unless the Organizer, Event-specific terms, NEXPA policy, applicable law, Stripe rules, or card network rules require otherwise.
A postponed or rescheduled Event is not automatically treated as canceled.
The Organizer is responsible for notifying Guests of the new date, time, location, and any updated terms.
The Organizer should update the Event page and communicate material information to Ticket buyers as soon as reasonably possible.
NEXPA may require additional notice, Ticket sale restrictions, refund options, or other action if the postponement or rescheduling creates legal, safety, payment, consumer protection, or Platform risk.
If the Event date changes, the Ticket applies to the new date unless the Organizer, Event-specific terms, NEXPA policy, applicable law, Stripe rules, or card network rules require otherwise.
A date change does not automatically create a refund right unless the Event is canceled or a refund is otherwise required.
Organizers are responsible for communicating date changes clearly and promptly.
NEXPA may require the Organizer to provide additional notice, pause Ticket sales, or take other action if the date change creates risk or confusion.
If an Event location or Venue changes, the Organizer decides whether to offer refunds unless applicable law, Event-specific terms, NEXPA policy, Stripe rules, or card network rules require otherwise.
Organizers must not materially mislead Guests about the Venue.
A Venue change may be material if it significantly changes the Event experience, location, accessibility, age restriction, capacity, admission rules, safety conditions, or advertised nature of the Event.
NEXPA may require the Organizer to update the Event page, notify Ticket buyers, pause Ticket sales, offer refunds, or take other action if NEXPA believes the Venue change is misleading, unfair, unsafe, unlawful, or likely to create excessive complaints, disputes, or chargebacks.
If a performer, DJ, host, artist, sponsor, lineup, or advertised participant changes, the Organizer decides whether to offer refunds unless applicable law, Event-specific terms, NEXPA policy, Stripe rules, or card network rules require otherwise.
Organizers must not continue advertising a performer, DJ, artist, sponsor, or attraction that is no longer participating if that information is material to the Event.
NEXPA may require the Organizer to update the Event page, notify Ticket buyers, pause Ticket sales, offer refunds, or take other action if NEXPA believes the change is misleading, unfair, unlawful, or likely to create excessive complaints, disputes, or chargebacks.
If an Event start time, end time, door time, or schedule changes, the Organizer decides whether to offer refunds unless applicable law, Event-specific terms, NEXPA policy, Stripe rules, or card network rules require otherwise.
Organizers are responsible for notifying Ticket buyers of material time changes.
NEXPA may require additional notice, Event page updates, Ticket sale restrictions, or other action if a time change creates confusion, unfairness, safety risk, or payment risk.
If a Guest is denied entry, refund eligibility is generally determined by the Organizer unless applicable law, Event-specific terms, NEXPA policy, Stripe rules, or card network rules require otherwise.
A Guest may be denied entry without refund if the denial is lawful and based on reasons such as:
If a Guest is wrongfully denied entry despite holding a valid Ticket and satisfying all lawful admission requirements, the Organizer may be required to provide a refund or other remedy.
NEXPA may review denied-entry disputes and may require the Organizer to provide admission records, check-in records, security notes, communications, Event rules, or other evidence.
If an Event is oversold and a Guest with a valid Ticket cannot enter because capacity is exceeded, refund eligibility is determined by the Organizer unless applicable law, Event-specific terms, NEXPA policy, Stripe rules, or card network rules require otherwise.
Organizers are responsible for managing capacity and ensuring they do not sell more Tickets than allowed by law, Venue rules, fire code, permits, safety limits, or operational limits.
NEXPA may require refunds, restrict Ticket sales, suspend the Event, or restrict the Organizer account if NEXPA believes an Event has been oversold or creates unsafe capacity risk.
Guests are not entitled to refunds because they cannot attend or choose not to attend unless Event-specific terms provide otherwise or applicable law requires otherwise.
No refund is owed because of:
Organizers may choose to offer voluntary refunds or credits in these situations, but they are not required to do so by this Policy.
Organizers may choose to issue voluntary refunds if NEXPA and Stripe tools allow.
A voluntary refund may be full or partial, subject to Stripe capabilities, Event-specific terms, Organizer discretion, and NEXPA policy.
When an Organizer voluntarily issues a refund, NEXPA may retain, refund, reduce, or adjust its Application Fee depending on the reason for the refund, Stripe capabilities, Event-specific rules, NEXPA policy, and any agreement between NEXPA and the Organizer.
Unless NEXPA expressly agrees otherwise, voluntary Organizer refunds do not automatically require NEXPA to refund its Application Fee.
Organizers are responsible for understanding that Stripe processing fees may not always be returned when a refund is processed.
If an Event is canceled and a refund is required, NEXPA’s default approach is to refund its Application Fee where technically possible, supported by Stripe, and appropriate under Platform policy.
NEXPA may be unable to refund certain amounts if prohibited or limited by Stripe, the Payment Processor, card network rules, account status, legal requirements, technical limitations, fraud concerns, or other circumstances outside NEXPA’s control.
If a partial refund is issued, NEXPA’s Application Fee refund may be proportional or otherwise handled according to Stripe capabilities and Platform policy.
NEXPA may retain its Application Fee where the refund is voluntary, partial, discretionary, related to Guest preference, related to Organizer choice, or not required by law or Platform policy, unless NEXPA decides otherwise.
Stripe processing fees and other Payment Processor fees may not always be returned when a refund is issued.
If Stripe or another Payment Processor does not return processing fees, the Organizer is responsible for those non-returned processing fees unless NEXPA expressly agrees otherwise in writing or applicable law requires otherwise.
Guests acknowledge that refunds may be affected by Stripe, card networks, banks, Payment Processors, and payment-method rules.
Organizers are responsible for reviewing Stripe’s rules and understanding how refunds, processing fees, application fees, disputes, chargebacks, and connected-account balances work.
Refunds are processed through the payment methods and refund tools supported by Stripe, the Payment Processor, and NEXPA.
Refunds are generally returned to the original payment method where supported.
If the original payment method is unavailable, expired, closed, or otherwise unable to receive a refund, the refund may be handled according to Stripe, card network, bank, Payment Processor, or NEXPA-supported processes.
NEXPA does not guarantee that alternative refund methods will be available.
Refund timing depends on the Organizer, Stripe, the Payment Processor, banks, card networks, payment methods, account status, fraud review, legal requirements, and technical processing.
If an Event is canceled, refunds should be initiated as soon as reasonably possible through Stripe or another supported Payment Processor, subject to Organizer action, Stripe capabilities, account status, fraud review, dispute status, and applicable law.
After a refund is initiated, it may take additional time for the buyer’s bank, card issuer, wallet provider, or payment method to post the funds.
NEXPA does not control bank posting times, card issuer timelines, or Stripe’s final processing timelines.
Free Tickets have a $0 face value.
If a Free Event is canceled, no payment refund is owed because no payment was collected.
NEXPA may allow or require Event updates, cancellation notices, or Guest communications for Free Events, but this Policy does not require a payment refund for Free Tickets.
Organizers should communicate material changes to Guests for Free Events when reasonably appropriate.
Ticket transfers are allowed only through NEXPA if NEXPA provides Ticket transfer tools.
If an Event is canceled or postponed, NEXPA may disable Ticket transfers.
Ticket transfers may be disabled after cancellation, postponement, refund request, dispute, suspected fraud, Event risk, or other Platform concern.
A Guest who receives a transferred Ticket may be subject to the same Event rules, admission rules, refund rules, transfer rules, age restrictions, and Platform policies as the original buyer.
NEXPA is not responsible for unauthorized transfers, off-platform transfers, resale, duplicate Tickets, screenshots, forwarded QR codes, or fraudulent Ticket sharing.
Unauthorized Ticket resale is prohibited.
Guests may not resell Tickets unless NEXPA expressly permits resale through an authorized NEXPA feature.
Organizers may not encourage unauthorized resale or off-platform transfer markets.
NEXPA may cancel, void, restrict, or refuse Tickets that appear to be resold, duplicated, transferred improperly, fraudulently obtained, or otherwise in violation of Platform rules.
Refunds are not guaranteed for voided, fraudulent, duplicated, improperly transferred, or unauthorized resold Tickets.
Guests should contact NEXPA or the Organizer before filing a chargeback or payment dispute when the issue can reasonably be resolved through Platform support.
Nothing in this Policy limits any rights a Guest may have under applicable law, card network rules, bank rules, or Payment Processor rules.
Organizers are financially responsible for chargebacks, payment disputes, reversals, dispute fees, fraud claims, and related costs arising from their Ticket sales and Events.
NEXPA may share relevant information with Stripe, banks, card networks, Payment Processors, Organizers, Hosts, Venues, law enforcement, regulators, or legal advisors to respond to chargebacks and payment disputes.
Relevant information may include:
NEXPA may restrict accounts, pause Ticket sales, remove Events, or take other action if a User or Organizer creates excessive chargebacks, disputes, refunds, or payment risk.
NEXPA may deny, restrict, delay, or investigate refund requests if we believe a User is abusing refunds, disputes, chargebacks, Ticket transfers, support processes, or Platform policies.
Refund abuse may include:
NEXPA may suspend or terminate accounts connected to refund abuse.
NEXPA may delay, deny, restrict, or investigate refunds if the transaction, Ticket, Event, Organizer, Guest, payment method, account, or connected Stripe account is associated with suspected fraud, safety risk, legal issue, chargeback activity, regulatory inquiry, or Platform violation.
NEXPA may preserve records and cooperate with Stripe, banks, card networks, law enforcement, regulators, Venues, Hosts, Organizers, Guests, and legal advisors where appropriate.
If an Event is canceled, postponed, rescheduled, relocated, or materially changed, the Organizer must promptly update the Event page and communicate with Ticket buyers as appropriate.
Organizer communications should be clear, accurate, and timely.
The Organizer may be required to provide:
NEXPA may send notices directly to Guests or require the Organizer to send notices.
Failure to communicate properly may result in refunds, chargebacks, Event removal, Ticket sale restrictions, account suspension, or termination.
Hosts and Venues are not responsible for refunds unless they separately agreed to refund obligations, caused the issue under a direct agreement, or are otherwise responsible under applicable law.
NEXPA is not responsible for refunds caused by Venue cancellation, Venue denial of access, Venue closure, Venue conditions, direct Venue agreements, deposits, minimum spends, off-platform payments, property damage, or Venue disputes.
Organizers remain responsible for Ticket buyers even when a Venue issue causes Event cancellation, postponement, relocation, or modification.
NEXPA does not process Venue rental payments, deposits, minimum spends, bottle service payments, table payments, direct Organizer payments, direct Host payments, sponsorship payments, vendor payments, cash payments, Venmo payments, Zelle payments, wire transfers, checks, or other off-platform payments unless NEXPA expressly provides a supported payment feature.
NEXPA is not responsible for refunding or recovering off-platform payments.
Users who make off-platform payments do so at their own risk.
Refunds may affect taxes, receipts, reporting, accounting, and Organizer obligations.
Organizers are responsible for determining how refunds affect taxes, Event revenue, accounting records, and reporting obligations.
NEXPA does not provide tax advice.
Unless NEXPA implements a specific tax calculation or remittance feature, Organizers are responsible for determining, collecting, reporting, and remitting any applicable taxes.
NEXPA may make case-by-case decisions where this Policy does not clearly resolve an issue.
NEXPA may consider factors including:
NEXPA’s decision to issue, deny, require, facilitate, or decline a refund in one situation does not require NEXPA to make the same decision in another situation.
NEXPA may update this Policy from time to time.
If we make material changes, we may provide notice by posting the updated Policy, updating the “Last Updated” date, sending an email, providing an in-app notice, or using another reasonable method.
Updated refund terms generally apply prospectively unless otherwise required by law, Stripe rules, card network rules, or Platform policy.
For refund support, contact:
Redshift Software LLC Attn: NEXPA Refund Support New York, NY Email: [email protected] Support: [email protected]
For Organizer support, contact:
For legal notices, contact:
Redshift Software LLC Attn: Legal Department New York, NY Email: [email protected]
For privacy questions, contact: