Clear rules for wallet funds and ticket issues.
Purpose
The Refund Policy clarifies how wallet funds and ticket requests are managed when issues arise.
Wallet Funds
- No Cash Refunds: Candibean does not provide cash refunds for wallet balances, including funds added via Monthly Top-Ups or Immediate Top-Ups.
- Balance Retention: Unused funds remain in your entertainment wallet indefinitely and are available for future ticket requests, pot contributions, or ecosystem transfers.
- Processing Fees: The 7% processing fee charged on Immediate Top-Ups is a transaction cost and is non-refundable, even if the associated ticket request is later cancelled or refunded to your wallet.
Ticket Delivery Issues
- Restoration: If an approved ticket cannot be delivered due to an internal error or unavailability after approval, the full ticket cost deducted from your wallet will be restored to your wallet balance.
- Notification: Users are notified within the app of any failed ticket purchase.
Third-Party Event Cancellations
- Provider Policies: Candibean is not responsible for refunds if a third-party event is canceled, rescheduled, or significantly changed by the organizer.
- Resolution: We will advocate on your behalf with the ticket vendor (e.g., Ticketpro, Computicket). If the vendor issues a refund to Candibean, we will credit the equivalent amount back to your wallet.
- Responsibility: Users should review the specific event's terms and conditions before requesting tickets.
Disputes
- Support: Any disputes regarding failed ticket delivery or wallet restoration are handled through app support.
- Timeline: Users must submit claims within 7 days of the incident to ensure prompt resolution.
Exceptions
Special cases may be handled at Candibean's sole discretion. However, the policy of no direct cash refunds (converting wallet balance back to bank cash) remains strictly enforced to comply with anti-money laundering regulations.