Refund policy

Exhibitio is the software an organizer sells through. It is not the seller. The organizer is the merchant of record, the money settles into their own Stripe account, and refunds are issued by them from that account.

Wiktis Pty Ltd, which operates Exhibitio, never holds your money and therefore cannot refund it on the organizer's behalf. What we can do is give you the record of your purchase, help you reach the organizer, and act where the platform itself is at fault.

Each organizer sets their own refund policy for tickets, booths, and sponsorships, and it is shown to you before you pay. Read it, because the terms differ: some shows refund freely up to a date, some are strictly non refundable, and exhibitor terms are usually stricter than ticket terms because the organizer commits to floor space on your behalf.

Whatever the policy says, section 3 still applies.

A published no-refunds policy does not cancel your rights under consumer law. In Australia, the Australian Consumer Law gives you guarantees that cannot be excluded, including that services will be delivered with due care and within a reasonable time, and that they will match their description.

If an event is cancelled, or is materially different from what was advertised, you are generally entitled to a remedy regardless of what the organizer's policy states. The same principle applies under consumer law in other countries.

The organizer is responsible for refunding buyers, whether or not they have already spent the money. Having paid a venue deposit is not a reason to withhold a refund.

Where an organizer published a cancellation promise, for example on a commitment-led show, that promise is theirs and they are held to it. It is not a guarantee from Exhibitio.

Organizers should refund promptly. If you have heard nothing within a reasonable period after a cancellation, contact them, then tell us.

A postponement is not automatically a cancellation. Organizers commonly transfer tickets to the new date, and your ticket usually remains valid.

If the new date or venue does not work for you, ask the organizer for a refund. Whether one is owed depends on how significant the change is and on the law where you are. A change of date is usually significant; a change of hall within the same venue usually is not.

Events change. A single advertised artist withdrawing is normally not grounds for a refund; half the floor being empty when you paid for a full trade show may be.

The test is whether the difference is material to what you bought. Raise it with the organizer with specifics, in writing, as soon as you can.

• Find your order confirmation email. It names the organizer and carries your order number.
• Contact the organizer using the support email on the event page, quoting the order number and what you are asking for.
• Give them a reasonable time to respond. A few business days is reasonable; a month is not.
• If you get nowhere, contact us. We cannot issue the refund, but we can confirm your purchase, reach the organizer, and act if there is a pattern.

Ask the organizer before raising a chargeback with your bank. A chargeback is slower for you and blunter for everyone, and section 15 explains why.

A refund goes back to the original payment method. Card networks and banks control the timing, and it typically appears within five to ten business days after the organizer issues it.

Refunds cannot be redirected to a different card or account. If your card has expired or been replaced, the refund still normally reaches the same account, and your bank can confirm.

Your tickets are voided when a refund is issued, and any badge or entry associated with them stops working.

An organizer can refund part of an order: some tickets from a larger order, or an amount agreed as a goodwill gesture. Where only some tickets are refunded, the rest remain valid.

Exhibitor terms are usually stricter than ticket terms, because an organizer commits floor space, and often pays a venue for it, on the strength of your booking.

• A deposit secures your allocation on the terms stated at purchase, including whether it is refundable. Many are not, and that is legitimate where it was disclosed before you paid.
• Installments already paid are treated under the same policy as a deposit unless the organizer says otherwise.
• If you cancel, the organizer may retain amounts already paid where their published terms say so and the amount is a genuine estimate of their loss rather than a penalty.
• If the organizer cancels the event, section 4 applies and deposits and installments are refundable.

On a commitment-led show, putting your hand up costs nothing. No card is taken and no money changes hands, so there is nothing to refund at that stage, and you can withdraw at any time while the campaign is open.

If the show goes ahead, you are emailed the final price and choose whether to buy. Once you buy, the ordinary refund terms for that event apply from that point.

A free ticket has nothing to refund. You can release it back to the organizer if you cannot attend, which is worth doing on a capped event so someone else can take the place.

We charge organizers a flat platform fee per transaction. When a sale is refunded, we refund our platform fee to the organizer, so a refund does not leave them out of pocket to us.

The exception is where the refund arises from the organizer's own breach of our terms, for example selling an event they never intended to hold.

Fees are published at exhibitio.app/pricing.

Stripe sets its own processing fees, and Stripe does not return them when a payment is refunded. That is Stripe's policy across its platform, not ours, and it means a full refund to a buyer costs the organizer the original processing fee.

This does not affect the buyer. You receive the full amount you paid.

A chargeback is a claim you raise with your bank rather than with the organizer. The card network decides the outcome, not Exhibitio and not the organizer, and the process usually takes weeks.

We will provide the transaction records we hold to whichever party asks for them, but we do not decide the result and cannot speed it up. Asking the organizer first is almost always faster.

Raising a chargeback for a purchase you did make and did receive is fraud, and it costs the organizer a fee on top of the disputed amount.

This is the situation nobody wants and it happens: a show collapses and the organizer has spent the money.

We will say plainly what we can and cannot do. We cannot refund you from our own funds, because we never held yours. What we can do is provide the record of your purchase, communicate what we know, and suspend an organizer from selling further events.

Your realistic routes are a chargeback through your bank, a claim through consumer protection in your state or country, and any insurance the organizer held. We will support any of them with records.

• Publish a refund policy before you sell, and write it in plain language.
• Hold enough of the proceeds to meet refunds you may owe. Spending ticket money on the show before the show happens is normal in this industry, and it is also how organizers end up unable to refund.
• Answer refund requests promptly, even when the answer is no.
• Remember that consumer law can require a refund your policy does not, and that your policy does not override it.
• Refund from the platform rather than by bank transfer, so the record, the ticket, and your reporting all stay correct.

For a refund, contact the organizer first, using the support email on the event page. For anything about the platform itself, or if an organizer is unreachable, contact us through our company page.

This policy sits alongside our terms of service.