FYEO Cancellation and Refund Policy

Version 1.1 | Effective date [PUBLICATION DATE]

This policy is issued by Nom Online Services (OPC) Pvt. Ltd. ("NOM"), the operator of FYEO. It applies to paid FYEO event-entry bookings and their stated inclusions. It is incorporated into the FYEO Customer Terms and each participating Venue's agreement with NOM. More favourable promises made when you booked and mandatory legal rights always remain available.

1 The promise in plain language

2 Amounts and deadlines

2.1 "Admission Amount" means what you actually paid for the affected admission and its mandatory Venue inclusions, including applicable tax and after discounts. "FYEO Fee" means NOM's mandatory platform fees and their applicable tax allocated to that admission. "Amount Paid" is the sum actually collected for those items. Free benefits and the face value of an unused promotional code do not become cash refundable.

2.2 The voluntary cancellation charge is 0% of the removed guest's Amount Paid at least 48 hours before doors, 20% from 24 to under 48 hours before doors, and 50% less than 24 hours before doors. The corresponding refund is 100%, 80% or 50%. The charge is inclusive of any applicable tax. There is no additional gateway deduction, administrative fee or separate platform-fee forfeiture. The same percentage applies to the guest's admission and allocated FYEO Fee. We show the rupee calculation before confirmation. A lower amount legally recoverable as reasonable compensation prevails, including any reduction required for established avoided costs or specific resale recoveries; the schedule is not permission to collect a penalty or double recovery.

2.3 The booking records a precise doors timestamp and full-refund deadline in the venue's time zone. At exactly 48 hours before doors, the refund is 100%; at exactly 24 hours before doors, it is 80%. After that 24-hour boundary and before doors, it is 50%. At the exact doors time, the ordinary voluntary window has closed. Later edits cannot bring your accepted deadline forward. If a time or policy is missing, contradictory or improperly disclosed, we resolve a reasonable ambiguity in your favour and do not impose a surprise charge.

2.4 A cancellation counts when submitted successfully through the cancellation channel, or when your identifiable request reaches our support channel, whichever is earlier. Our response time does not move your request past a deadline. If our system fails, reasonable evidence of a timely attempt is accepted. For an event purchased after doors have already opened, checkout must prominently state that ordinary change-of-mind cancellation is unavailable; all service-failure rights still apply.

2.5 Example: four guests each have admission of INR 2,000 and an allocated FYEO Fee of INR 150, giving INR 2,150 per guest and INR 8,600 for the booking. Removing one unused guest returns INR 2,150 at least 48 hours before doors, INR 1,720 from 24 to under 48 hours, or INR 1,075 less than 24 hours before doors. The remaining three passes and their prices stay valid. Removing two eligible guests doubles the applicable per-guest refund, not the entire order refund. These examples assume prices include applicable taxes and no correction-window or service-failure exception applies.

3 How to cancel and receive money

3.1 Use the booking's cancellation control where available, or contact [SUPPORT EMAIL / REFUND FORM] with your booking reference. Support is an equivalent route and does not cost extra. The payer or an expressly authorised booking manager may remove a named or otherwise individually identified unused guest entitlement. Each affected entitlement and amount must be confirmed explicitly. A guest cannot cancel another guest's place merely by possessing a forwarded QR. A request to cancel the whole booking must expressly identify all remaining unused entitlements. A paid group offer must show its per-guest cancellation allocation before purchase; an item cannot be treated as indivisible after sale merely to defeat the advertised guest-removal right.

3.2 We confirm receipt and tell you the affected guests and passes, proposed refund, charge, original payment source and tracking reference. Once cancellation is accepted, those credentials cease to be valid. You must not use them, but a delay in our systems is our responsibility to resolve. Partial cancellation invalidates only the affected admission units and adjusts the remaining entitlement accurately.

3.3 We acknowledge complaints within 48 hours. Straightforward policy refunds are decided within two business days. We send an approved refund instruction to the payment provider within two business days of approval. A full-event cancellation is approved automatically for affected unfulfilled bookings without waiting for individual requests. The same two-business-day instruction deadline runs from cancellation confirmation. Business days exclude Saturdays, Sundays and bank holidays in Mumbai; a shorter legal payment deadline overrides these targets.

3.4 Credit usually appears within five to seven bank working days after the refund instruction. This is an estimate, not a reason for us to close your case. We provide the provider refund reference and ARN or UTR when available, trace an overdue refund and keep you updated until reconciled. An instruction marked "pending" or "failed" is not represented as money received by you. A delay caused by our insufficient provider balance remains our responsibility.

3.5 Refunds return to the original payment instrument. If that instrument cannot receive the refund, we use a provider-approved alternative after proportionate verification of the payer. We do not send money to an unrelated nominee, promoter or new QR code merely on a chat instruction. A group refund returns to the original payer, who is responsible for internal sharing. We do not require store credit or vouchers in place of money owed.

Additional cancellation compensation is accounted for separately from the return of your payment. Where the payment provider cannot credit more than the original payment, we make the additional payment to the verified payer through a lawful bank or provider payout route. We do not mislabel it as a second refund or require you to purchase again to receive it.

3.6 Technical failed-payment reversals and unauthorised transactions may follow separate bank, network or RBI deadlines and compensation rules. They are not converted into ordinary voluntary cancellations. Tell your bank or payment provider promptly; we provide the order and payment information needed to assist. Applicable statutory compensation is additional to the principal refund.

4 Voluntary changes no-shows and guest lists

4.1 After the voluntary cancellation window, a change of plans, ordinary transport difficulty, dissatisfaction with an accurately described music genre or missing a disclosed last-entry time does not ordinarily qualify for a refund where the service was available. Substantiated refusal or removal under Customer Terms clause 6.4 also carries no refund for the affected guest, including their allocated FYEO Fee and voluntarily unused inclusions: this covers unsafe intoxication, aggression, harassment, prohibited items, fraudulent credentials, refusal of lawful proportionate checks and a clearly disclosed lawful dress or eligibility breach. A stated no-shorts rule is enforceable for this purpose only if disclosed before purchase and lawfully applied. The gate manager's operational decision is final for that occasion; a later review of facts and legal rights remains available. It does not automatically cancel innocent accompanying guests or erase a remedy for wrongful refusal, a misleading rule or unsafe Venue conduct.

4.2 We consider serious unforeseen personal emergencies individually, using a consistent review process and proportionate evidence. Send only a brief explanation initially. We do not require sensitive medical records to receive a refund already owed under this policy; if evidence is needed for an extra goodwill exception, it can be redacted and limited to what establishes the event and timing. A goodwill decision does not remove statutory rights.

4.3 A free guest-list request has no cash refund because no payment was collected. For pay-at-door admission, FYEO cannot refund an amount it never received; the Venue is responsible for refunding the money it collected when a refund is owed. NOM will help resolve the complaint and remains accountable for its own service failures. Any separately collected FYEO amount is assessed under this policy.

4.4 Before doors, an authorised guest substitution may be requested through support if the event permits it. It takes effect only on confirmation, eligibility verification and invalidation of the replaced pass. An informal resale or forwarded QR does not transfer rights. We do not promise to find a replacement buyer. Guestlist and referral privileges cannot be sold to avoid these rules.

5 When FYEO or the Venue cancels or changes the service

5.1 Full cancellation, invalid inventory, duplicate sale, closure, lost licence or inability to honour a valid booking produces a full refund for the unprovided admission and associated FYEO Fee. The cause, including weather, government restrictions or other force majeure, does not extinguish the refund. A postponement or substitute event is offered as a choice, not imposed instead of repayment.

A booking validly cancelled at your independent request before a later event cancellation does not automatically acquire a second refund or later cancellation compensation. However, if your request arose from an event failure or change already known to NOM or the Venue but not disclosed to you, we reassess it as a service-failure claim and return any wrongly retained charge. We account for amounts already paid back.

5.2 If NOM or the Venue unilaterally cancels a confirmed booking, for any reason, NOM also pays the customer the same cancellation charge that would apply to an equivalent customer cancellation at the time of that cancellation. This is additional cash compensation, not the return of the customer's own money. For an unfulfilled booking cancelled at or after doors, 50% of the affected Amount Paid is the minimum additional compensation. A higher amount required by applicable cancellation-charge reciprocity rules remains payable. Internal allocation between NOM and the Venue never delays your payment. A substantiated guest-breach refusal under section 4.1 is assessed as enforcement of the accepted admission rules, not automatically as a supplier cancellation; this distinction cannot be used to avoid any refund or compensation required by law.

5.3 If a retention described as no-show or post-doors retention is legally treated as a cancellation charge, NOM will apply the legally required equivalent charge to its own corresponding unilateral cancellation. We do not rely on a change of label to avoid mandatory parity. This clause does not promise compensation for a service you chose not to attend where the service remained available, or pay a fraudster for a booking established to be sham.

5.4 Material changes include a change of event date; a material relocation; a start or doors shift of two hours or more or a smaller shift that materially frustrates the booking; withdrawal of a prominently advertised headline act or core event format; a stricter age or eligibility rule; and removal of a substantial paid inclusion. Ordinary set-list changes or an honestly disclosed unconfirmed lineup are not automatically material, but misleading headline advertising cannot be excused by a general disclaimer.

5.5 We notify you promptly and let you accept the revised service or obtain a full refund of the affected unprovided service without a charge. You have at least seven calendar days from effective notice to choose. If the event happens sooner, a guest who does not use the changed service can still request the refund within that seven-day period. Silence is not acceptance. Deliberate use after clear notice of the change generally confirms acceptance of the changed component, subject to safety concerns, defects and statutory rights. If the original event is cancelled outright, refunds proceed automatically.

6 Door problems and partial performance

6.1 Wrong venue instructions from FYEO, an undisclosed entry rule, an extra mandatory door charge, overcapacity, staff error, a false duplicate-scan result or failure of our entry system does not turn a valid, timely guest into a no-show. Contact support when safe to do so. We ask the Venue to resolve admission promptly; if it cannot and the service is not provided, the affected admission and FYEO Fee are refunded in full.

6.2 A scan is evidence, not irrefutable proof of attendance or complete performance. For disputed entry we consider the payment, original terms, scan and override records, arrival counts, staff explanation and reasonable guest evidence. We do not require you to obtain CCTV, record an unsafe confrontation or lodge a police complaint as a routine refund condition. A Venue's silence does not create an automatic presumption against the customer.

6.3 If an event stops early or an inclusion is missing, we assess the value actually delivered against the advertised package. Complete failure of the essential purpose merits a full refund even if a pass was scanned. Otherwise, we refund the reasonable value of the unprovided part and the proportionate FYEO Fee. We provide the basis rather than mechanically treating time spent inside as full satisfaction. Merely disliking a service delivered as accurately described does not establish a failure.

6.4 Guest-level refunds use booked prices after discounts. Shared order fees and inclusions are allocated proportionately to the booked admission values, or equally where no different guest values are stated. A group-priced offer must specify a fair per-guest allocation before payment. Rounding is calculated in paise and reconciled across refunds. A used guest entitlement cannot receive an ordinary change-of-mind refund; another unused guest is assessed independently. Removing a guest does not retrospectively increase the other guests' price, cancel their valid passes or trigger a hidden group-discount clawback. If a disclosed lawful group condition would be affected, offer a permitted substitution or clearly explain the available cancellation choices before the change; never silently void the remaining party. A fault-based refund remains available for an unprovided or defective inclusion. Bespoke table/minimum-spend packages require separately agreed pre-purchase terms and must not be sold under a conflicting guest-removal promise.

6.5 A redeemable cover amount is an event-specific inclusion with the stated redemption conditions; it is not a bank balance or general FYEO wallet. If the inclusion was made reasonably available and you chose not to use it, unused value does not automatically become cash. If it was unavailable or wrongly refused, its paid value is assessed for refund. Food or alcohol bills separately paid to the Venue are addressed with that supplier, with FYEO assistance where relevant.

7 Duplicate recovery and suspected abuse

7.1 A duplicate debit, refund and chargeback are reconciled by payment reference. You may pursue a bank dispute without first abandoning your complaint. We coordinate parallel cases so the same payment loss is not reimbursed twice. A provisional bank credit is identified as provisional. If a duplicate final credit occurs, we request return of only the proven excess through a verified route; we do not silently debit another payment method.

7.2 A cancellation is final for the removed entitlement: a later rebooking uses then-available inventory and does not restore an old pass, reset the original correction benefit or generate a second refund for the same entitlement. A replacement ticket must be paid for and confirmed independently. Identified guests and booking amounts cannot be switched merely to allocate a refund to a higher-priced used admission. Deliberate false evidence, fabricated entry failures, knowingly using an already cancelled or refunded pass, collusive staff scans, stolen payment credentials and sham referral bookings may lead to targeted restrictions and lawful recovery of proven losses. We give a reason and human review where legally possible. Frequent legitimate cancellation, an honest complaint or a bank dispute alone is not fraud. Undisputed amounts are released while a genuinely disputed part is reviewed.

7.3 Please report service problems within seven days where practicable so evidence can be preserved. This is an evidence-preservation request, not a limitation period or automatic forfeiture. We consider later claims and explanations, and no contractual deadline shortens a statutory claim or bank dispute right. Investigation updates are provided at least every seven calendar days; consumer complaints are redressed within one month or any shorter applicable legal period.

8 Contacts and precedence

Support and refunds: [SUPPORT EMAIL / REFUND FORM], [SUPPORT PHONE]. Grievance Officer: [NAME], [GRIEVANCE EMAIL], [POSTAL ADDRESS]. Include your booking reference, not banking passwords or full identity documents.

The Venue cannot substitute a less protective policy after purchase. A future policy change does not reduce existing bookings' rights. Statutory refunds, compensation, consumer forums and other non-waivable remedies prevail over every exclusion or cap in this policy.