Refund Policy

Moments is a technology platform that connects event organizers with attendees. When you buy a ticket, your transaction is with the event organizer — not with Moments. This means refund eligibility is primarily determined by the organizer's refund policy, which is displayed on the event page at the time of purchase.

We take our role seriously: while we don't control individual organizer policies, we set minimum standards that every organizer on our platform must follow.

Every organizer on Moments must publish a refund policy for their event before tickets go on sale. If no policy is set, the event defaults to non-refundable tickets.

Regardless of their stated policy, organizers are required to:

• Respond to all refund requests within 5 business days
• Issue refunds when the event is cancelled and not rescheduled
• Issue refunds when the event is materially different from what was advertised (e.g., headline act removed, venue changed significantly, date moved without attendee consent)
• Issue refunds when the attendee was denied entry despite holding a valid, unscanned ticket
• Honour their own posted refund policy — an organizer cannot refuse a refund that their own terms permit

• Cancelled events: If an organizer cancels an event and does not reschedule, all ticket holders are entitled to a full refund of the ticket price. The organizer is responsible for initiating these refunds promptly. If the organizer fails to act within 10 business days, Moments may process refunds on their behalf and recover the amount from the organizer's pending payouts.
• Postponed events: If an event is rescheduled to a new date, existing tickets remain valid for the new date. Attendees who cannot attend the rescheduled date may request a refund from the organizer. Organizers must honour these requests within a reasonable timeframe.
• Venue changes: If the venue changes to a location that is materially different (e.g., different city, significantly reduced capacity, or accessibility issues), ticket holders may request a refund regardless of the organizer's stated refund policy.

If an event cannot take place due to circumstances beyond anyone's reasonable control — including but not limited to natural disasters, pandemic restrictions, government orders, civil unrest, or severe weather — the organizer should attempt to reschedule. If rescheduling is not possible, the organizer is expected to offer refunds.

Moments will facilitate refund processing in force majeure situations but is not financially liable for refunds on the organizer's behalf. Our role is limited to providing the platform infrastructure to process returns.

• Ticket price: The full ticket face value is refunded to the attendee when a refund is approved.
• Booking fees: Where the fee model is "pass to attendee," booking fees are refunded along with the ticket price for cancelled events. For voluntary refunds (attendee changed their mind), booking fee refundability is at the organizer's discretion.
• Payment processing costs: Third-party payment processing fees (charged by our payment processor) are non-recoverable and may be deducted from the refund amount or the organizer's balance, depending on circumstances.

Refund requests should be directed to the event organizer in the first instance. Organizer contact details are included in your ticket confirmation email and on the event page.

If the organizer does not respond within 5 business days, or if you believe the organizer is not meeting their obligations under this policy, you may escalate your request to Moments by contacting support@momentstonight.com with your order reference and a description of the issue.

Moments will review escalated refund requests and may, at our discretion, process a refund on the organizer's behalf and recover the cost from the organizer.

Once a refund is approved and initiated, the timeline for funds to appear in your account depends on your payment method and financial institution. Typical processing times:

• Card payments: 5–10 business days
• Bank transfers: 3–7 business days
• Mobile money: 1–5 business days

Moments does not control bank processing times and cannot expedite refunds once they have been submitted to the payment processor.

If you were charged multiple times for the same ticket due to a technical error, contact support@momentstonight.com immediately. We will investigate and refund duplicate charges regardless of the organizer's refund policy.

If you believe a purchase was made on your account without your authorization, contact us and your financial institution immediately. We cooperate fully with fraud investigations.

• Dissatisfaction with event quality, unless the event was materially different from its listing
• Inability to attend due to personal reasons, unless the organizer's refund policy permits it
• Tickets purchased from unauthorized resellers outside the Moments platform
• Free tickets (no monetary transaction to reverse)

We encourage attendees to use our refund process before initiating a chargeback with their bank. Chargebacks incur fees that are passed to the organizer, and unresolved chargebacks may result in the attendee's account being restricted.

Organizers who receive excessive chargebacks due to failure to honour refund obligations may have their account suspended or payouts withheld pending investigation.

For refund-related questions, reach out to support@momentstonight.com or visit our contact page. For general legal questions, see our Terms of Service.