# StarNight Refund and Cancellation Policy

1. General Principles

• There are no blanket "no refund" or "all sales final" policies on the StarNight platform.
• Refunds and cancellations are handled transparently and fairly in accordance with this Policy, the terms displayed at the time of purchase, the Organizer's event-specific refund policy (if any), and applicable law (including consumer protection rules of the Republic of Kosovo).
• The total amount you pay (ticket price(s) set by the Organizer + the platform transaction fee of €1.00 per ticket) is clearly displayed before you confirm any order.

2. Organizer Cancellations and Major Changes (3-Day Rule)

If an Organizer wishes to cancel or materially change an event (date, time, venue, or fundamental nature of the experience), they must notify StarNight at least **3 calendar days** before the scheduled start of the event.

In such cases:

• We will notify affected users as soon as practicable via the app and/or email.
• You will be entitled to a full refund of the amounts paid (including the €1.00 transaction fee per ticket), processed to your original payment method.
• Refunds are issued after we receive the cancellation notice and complete the necessary processing. The time it takes for the funds to appear in your account depends on your bank or card issuer (typically a few business days after we initiate the refund).

If an event is cancelled with less than 3 days' notice or without proper notification, the same refund entitlements apply, and we will work with the Organizer to resolve the situation.

3. Event Completion and Post-Event Settlement

For standard ticket purchases:

• Funds (ticket price + transaction fee) are received by StarNight upon successful payment.
• After the event takes place (or upon qualifying cancellation), StarNight settles the appropriate amounts: either the Organizer receives payment for fulfilled tickets, or users receive refunds where required under this Policy or the Organizer's stated policy.
• We aim to complete post-event settlement or refunds within a reasonable time after the event date (subject to banking processing times and any disputes).

4. Table and VIP Reservation Requests (Hold and Release)

Table/VIP requests operate on a hold-and-release model:

• When you submit a table request, a payment authorization is placed on hold for the quoted amount.
• If the Organizer **accepts** the request, the authorization is completed and the charge is processed. At that point the normal purchase and refund rules apply.
• If the Organizer **rejects** (or does not accept) the request, the authorization is released. No charge is made to your payment method, and the funds remain available in your bank/card account (subject to your bank's authorization release timing, usually immediate or within a few days).

This structure protects both parties: you are not charged unless the table is confirmed, and the Organizer can review requests before committing capacity.

5. User-Requested Changes or Cancellations

The Platform generally does not offer user-initiated cancellations or refunds for change-of-mind after a standard ticket purchase has been completed, except where:

• Required by the specific refund policy displayed for that event at the time of purchase, or
• Required by applicable consumer protection or other mandatory law.

If you cannot attend, you may be able to transfer a ticket only if the Organizer permits transfers and the ticket status allows it. Contact the Organizer or use in-app support for options.

For table requests that have not yet been accepted, you may be able to cancel the pending request in the app.

6. How Refunds Are Issued

• Refunds are issued to the **original payment method** used for the purchase.
• We will make reasonable efforts to process qualifying refunds promptly.
• The refund amount will include the ticket price(s) and the €1.00 transaction fee per ticket for refunds arising from Organizer cancellations or other cases where this Policy or the law requires a full refund.
• You can view your refund history and balance in the app under Settings > Refunds. This shows amounts already returned to your payment method.

If you believe a refund is due but has not appeared, please contact us via Help & Support with your order details. We will investigate and respond.

7. Disputes, Chargebacks, and Fraud

If you dispute a charge with your bank or card issuer ("chargeback"), we may provide them with evidence of the transaction, the terms you accepted (including the legal snapshot), and delivery of the digital ticket or table status.

Fraudulent or abusive chargeback behavior may result in account restrictions.

8. Force Majeure and Events Beyond Our Control

In cases of force majeure or events genuinely beyond the reasonable control of StarNight and the Organizer (natural disasters, government orders, war, pandemic measures, etc.), we will work with the Organizer to provide the fairest outcome possible, which may include rescheduling, credit, or refund. The specific remedy will be communicated to affected users.

9. Your Responsibilities

• Provide accurate ticket holder details that match the official ID of the person attending. Mismatched details are grounds for entry denial by the Organizer and are not a basis for refund under this Policy.
• Keep your tickets secure. Lost or stolen digital tickets may not be replaceable.
• Review the full event details, age restrictions, refund policy (if any), and total price (including the €1 fee) before completing your purchase.

10. Contact and Complaints

For questions about a specific order or refund, use the in-app Help & Support section or the contact options provided with your order confirmation.

We take refund requests and complaints seriously and will respond in accordance with our obligations under Kosovo consumer protection law (Law No. 06/L-034 on Consumer Protection) and other applicable rules.

This Refund Policy may be updated from time to time. The version applicable to your purchase is the one displayed and captured at the time you placed the order.

Thank you for using StarNight. We are committed to fair and transparent practices for every night out.