Refunds and cancellations

Who the seller is

The ticket is issued and sold by the event organizer; Eventwave is an intermediary that collects payment on their behalf and issues the tickets. That’s why the refund conditions are set by the Terms of Sale and the organizer, and Eventwave support carries out refunds based on them.

When you’re entitled to a refund

• The organizer cancels the event: a full refund of the ticket price and fees.
• A significant change of date, time or venue because of which you can’t attend.
• A technical error during payment or ticket issuing (e.g. a double charge).
• Ticket insurance: if you bought it and can’t attend for one of the reasons covered by the insurance terms (with proof). See Payment.

When there’s no refund

• a change of mind or being prevented for personal reasons (except with ticket insurance),
• not showing up at the event,
• a shared or misused QR code (someone entered with your code),
• breaking the entry conditions set by the organizer.

Event tickets are services with a specific date, so the right to unilateral withdrawal within 14 days does not apply to them (Article 86(1)(12) of the Croatian Consumer Protection Act).

How to request a refund

1. Send an email to [email protected] from the address you bought the tickets with.
2. State the order number (from the email or My tickets), the event name and the reason.
3. Requests are processed within 14 days; an approved refund lands on the same payment method (your card) within 30 days at the latest. Depending on your bank, it can take a few more days to appear on your statement.

Cancelling an order yourself in the interface is not possible.

What an approved refund looks like

Don’t look for a refund confirmation in the app, because no “refunded” status is shown in the interface. An order that was refunded simply disappears from My tickets (only paid orders live there), and the real confirmation is the amount returned to your card and the message from support. If you need the receipt or tickets for your records, download the PDFs before the refund is carried out.

Cancelled or postponed event

• Cancellation: the event disappears from the homepage, and your tickets stay in My tickets with a Cancelled label. Refund information is sent by the organizer and Eventwave support; if you haven’t received it within a reasonable time, don’t wait: reach out yourself at [email protected] with the order number.
• Postponement / new date: the tickets remain valid for the new date. If the new date doesn’t suit you, you can request a refund within 14 days of the change notice. Track the deadline from the date of the notice you received.

Transferring a ticket to another person

There is no ticket transfer in the interface. A regular (non-personalized) ticket is issued to the buyer, and it can be used by a person you forward it to if they meet the organizer’s conditions; personalized tickets are not transferable without the organizer’s approval. Resale above face value is not allowed.