Refund Policy

2.1 The organiser, in most cases

When you buy a ticket on Ventry, your contract for the event is with the organiser, not with Ventry. Ventry settles ticket money to organisers on the next working day after a sale, so by the time most events happen the organiser holds the money and the organiser pays any refund.

2.2 Ventry, where Ventry still holds the money

If an event is cancelled while Ventry is still holding funds for it, Ventry refunds the base ticket price on those tickets directly and automatically. You do not need to claim and you do not need to contact anyone. This applies only to money Ventry still holds at the time of the cancellation.

2.3 Ventry does not fund refunds

Beyond section 2.2 and section 12, Ventry does not issue refunds, does not fund them, and is not liable for a refund an organiser fails to pay.

2.4 Why the policy is written this way

We would rather say this plainly at the point of purchase than leave you to discover it after something has gone wrong. What Ventry can do when an organiser fails is set out in sections 3, 7 and 13, and we do it. What we cannot do is pay you in the organiser's place.

4.1 The three amounts you paid

4.2 What you pay at checkout

The service fee is 2% of the ticket price below NGN 150,000, or a flat NGN 3,000 at NGN 150,000 and above. The processing fee is 1.5% of the transaction total, plus NGN 100 on transactions above NGN 2,500, capped at NGN 2,000 and rounded up to the next naira. Every line is itemised before you pay, and the total shown is exactly what leaves your account.

4.3 Why the service fee is not refundable

The service fee pays for what Ventry does for you at the point of purchase: issuing your ticket, delivering it, sending your confirmation and reminders, running the QR and check-in system, and providing ticket retrieval and support. That work is done when your ticket is issued, whether or not the organiser later holds the event.

4.4 Why the processing fee is not refundable

The processing fee is paid to our payment processor at the moment of payment. It is not retained by Ventry and it is not returned to Ventry when a payment is reversed. Refunding it would mean paying it twice.

4.5 What the organiser keeps

Ventry's 3% platform fee is not returned to the organiser when an event is cancelled. The organiser is nonetheless required to refund your full base ticket price.

5.1 No event on Ventry refunds a change of mind

This is worth saying first. No organiser on Ventry offers a refund because you decided not to attend, could not make it, or changed your mind. That is not an option any organiser can select. Buy a ticket only if you intend to use it.

5.2 What organisers do choose

Refund policies on Ventry deal with what happens when the organiser is the one who changes something. Before an event can go live the organiser answers five questions, and Ventry generates the published refund policy from their answers. It appears on the event page and again at checkout, so you see it before you pay.

5.3 The amount is not something they choose

Every organiser refunds the full base ticket price where a refund is due. Ventry does not permit partial refunds on cancellation and no organiser can offer you less. What they choose is how long they take to pay it, and that is published before you buy.

5.4 Postponement may carry no refund

An organiser may publish that a postponement carries no refund, provided a valid new date is confirmed under section 8.4. We allow this because a postponed event that goes ahead is still the event you bought a ticket for. Their position is on the event page before you pay, and our postponement email points you to it.

5.5 The minimum standards that always apply

Whatever an organiser has published, Ventry requires that:

• if the event is cancelled, the organiser refunds the full base ticket price to every buyer who claims within the window;
• if the event is postponed and no valid new date is confirmed, it is treated as a cancellation and the claim window opens;
• if the venue or date changes within 7 days of the event, it is treated as a cancellation;
• if an act billed as Headliner does not appear, buyers may claim;
• if the event does not take place, or takes place in a form so different from what was advertised that you did not receive what you paid for, the organiser refunds you;
• the organiser provides a working email address for refund questions and responds within five working days.

Where an organiser's published policy is narrower than these standards, these standards apply.

6.1 Why you have to claim

Organisers do not hold your contact details. Ventry does, which is what keeps your data protected, and it means an organiser cannot refund you without you coming forward. So a refund on a cancelled event starts with a claim from you.

6.2 The window

30 days, running from the date Ventry sends the first cancellation notice. Not from the date the organiser decided to cancel, and not from the original event date. From our email.

6.3 The four emails

Every one of those emails contains your claim link and the details you need. If you have claimed, the reminders stop.

6.4 After the window closes

A claim made after day 30 is not paid. We are stating that plainly rather than leaving it vague, and we email you four times across the thirty days so the deadline is not something you can reasonably miss. The window has to end somewhere for an organiser to be able to settle and close their books.

6.5 The claim list

At the end of the 30 days Ventry sends the organiser one list of everyone who claimed, with the bank details each buyer supplied, and confirms to buyers that it has gone out.

We do it as a single list rather than passing claims through as they arrive, for three reasons. It shows the organiser their whole liability at once, instead of letting them pay whoever claimed first and run out of money. It means every buyer on the list is treated the same way. And it lets us mark anyone Ventry has already refunded from held funds, so nobody is paid twice and nobody is missed.

6.6 When the organiser must pay

Within the timeframe they published, being 7, 14 or 30 days, counted from the date Ventry sends them the claim list. So the longest total wait is 30 days of collection followed by 30 days to pay.

6.7 Confirmation

When the organiser has settled the list they report it to Ventry with proof of payment, and we notify you. If your deadline passes without payment, see section 7.5.

7.1 What you need

Two things, both in your cancellation email:

• your ticket ID;
• your refund ID, which is unique to your ticket and appears only in your own cancellation email.

7.2 It must come from the email address you bought with

Your claim must be submitted from, or verified against, the email address used to buy the ticket. This is what stops someone who has been forwarded your cancellation email from claiming your refund into their own account.

7.3 What you submit

Your ticket ID, your refund ID, and the bank account the refund should be paid to. Use the claim link in your cancellation email.

7.4 What happens next

Your claim is recorded with the date and time it was received and goes onto the claim list for that event. The organiser pays you directly. Ventry does not hold or pass on the money.

7.5 If the organiser does not pay

If their published deadline passes and you have not been paid, write to support@ventrybooking.com with the event name, your ticket ID and your refund ID. We will take it up with the organiser and require proof of payment from them. Where an organiser cannot show they paid a valid claim, the failure is recorded against their account.

Organisers who do not pay valid claims lose their verification badge, can have settlement held on their other events, and can be suspended or permanently removed from Ventry. We cannot force an organiser to pay you and we will not pay you in their place. What we can do is make it costly for them not to, and we do.

7.6 Do not send your details to anyone else

Claim through Ventry. Ventry will never ask for your card details, your PIN, or your online banking password, and no legitimate refund process requires any of them.

8.1 An event can only be postponed once

An organiser may postpone an event once after tickets have gone on sale. A change of venue counts as that one postponement. If they need to move it again, it is treated as a cancellation, the event closes, and the claim window opens.

8.2 Nothing can move within 7 days of the event

A postponement or a change of venue inside 7 days of the event date is treated as a cancellation. By that point people have arranged their day, made travel plans and in some cases paid for other things, so a late move is not something we treat as a reschedule.

8.3 If a new date is given

Your ticket remains valid for the new date unless the organiser tells you otherwise. Whether you can claim a refund instead depends on what the organiser published on the event page, and our postponement email points you to it. Some organisers publish that a postponement carries no refund, which is permitted.

8.4 The limits on a new date

Three rules apply to any new date, and all must be met:

• it must be confirmed within 30 days of the postponement;
• it must fall within 30 days of the original event date;
• it must be at least 7 days after the day it is confirmed, so that you are given reasonable notice.

If the organiser cannot meet all three, or confirms nothing within 30 days, the event is treated as cancelled and the claim window opens.

8.5 A change of time on the same day

Moving the start time while keeping the same date is not a postponement and does not open a refund window. Your ticket stays valid. The time cannot be changed within 2 days of the event.

8.6 Before any ticket is sold

An organiser can change the date, venue or time freely while no tickets have been sold. Nothing has been bought, so nothing in this section applies.

9.1 Headliner billing carries protection

Where an organiser bills an act as Headliner and that act does not appear, you may claim a refund. This applies on every event and is not something an organiser can opt out of.

9.2 Why the billing decides it

A headline act is usually the reason a ticket sells. If that name is the flyer, you have paid for that name, and an organiser who bills it takes on the obligation that comes with it. An organiser who does not want that obligation does not bill anyone as Headliner.

9.3 Other billings

Guest Artist, Special Guest and Surprise Guest do not carry required protection. Whether a refund is available if they do not appear is the organiser's published choice, shown on the event page before you pay.

9.4 How to claim

Claims must be made within 24 hours after the event ends, using the claim link sent to ticket holders. Ventry verifies the claim with the organiser and, where necessary, the venue, before it is passed on. Where Ventry is still holding funds for the event, those funds are held while the claim is verified.

10.1 What this is

Some organisers hold back the exact address of an event and reveal it closer to the date. Ventry allows it, within limits.

10.2 What you always see before you pay

The date is always shown and can never be hidden. The city and the local government area are always shown. Only the street address is held back.

10.3 When it is revealed

The organiser sets a reveal time when they list the event, and it can never be later than 24 hours before doors open. When the address is released, Ventry emails it to every ticket holder.

10.4 If the address does not suit you

There is no refund. You knew the date, the city and the local government area before you paid, and the venue is within the area you were shown. Deciding afterwards that you would rather not go is a change of mind.

If the revealed address is not in the city or local government area advertised, that is a different matter. Report it to support@ventrybooking.com and we will treat it as a misrepresented event.

11.1 Private resale is your own business

If you cannot attend and pass your ticket to someone else privately, that is between you and them. Ventry takes no part in it, earns nothing from it, and accepts no responsibility for it.

11.2 What that means in practice

A QR code admits one person once. If a ticket is sold or given to more than one person, the first to be scanned gets in and everyone else does not, and Ventry will not refund or replace their ticket. If you pay someone for a ticket outside Ventry and it does not work, we cannot help you and you have no claim against us or against the organiser.

11.3 Only tickets bought on Ventry are ours to stand behind

Ventry is responsible only for tickets bought through ventrybooking.com. Anything bought from a third party sits entirely outside this policy.

11.4 Bulk and commercial resale is banned

You must not buy tickets in bulk for resale, offer tickets for commercial resale, or use bots, scripts or multiple accounts to acquire them. Tickets obtained this way are cancelled without refund and the account is closed.

12.1 Funds we still hold

Where an event is cancelled and Ventry is still holding funds for it, we refund the base ticket price on those tickets automatically. No claim is needed. Fees are not refunded.

12.2 Where Ventry got it wrong

Where the failure is ours, we refund everything you paid, including the service fee and the processing fee. This covers a payment taken with no valid ticket issued or delivered, a valid ticket rejected at the door because of an error on our side, and any other case where you did not receive the ticketing service you paid Ventry for.

Before claiming under this section, check your spam folder and try the ticket retrieval tool at ventrybooking.com/retrieve. If you still cannot find your ticket, write to support@ventrybooking.com from the address used for the purchase.

12.3 These are the only cases

Outside sections 12.1 and 12.2, Ventry does not issue refunds.

13.1 Ventry settles quickly

Ticket money is settled to organisers on the next working day after a sale. For most of an event's sales period Ventry is not holding the money.

13.2 When we hold funds

We may hold settlement where we suspect fraud, where buyer complaints reach a level or kind that concerns us, where we detect unusual purchasing patterns, where a chargeback is raised, or where an event is cancelled or postponed.

13.3 What we do with held funds

Where an event is cancelled, or an investigation shows fraud or that buyers have paid for something they will not receive, we refund the base ticket price on the funds we are holding to the buyers they came from.

13.4 The limits of it

This applies only to money we still hold at the time, which is usually a small part of an event's sales. It does not extend to money already settled, and it does not make Ventry responsible for the organiser's refunds.

13.5 Reporting fraud

If you believe an event is fraudulent or an organiser is not who they claim to be, write to support@ventrybooking.com with the event name and link and what has concerned you. We investigate every report.

Reporting to Ventry is not a substitute for reporting to the police, and it does not affect your right to pursue the organiser yourself. Where we are required to by law, or where we receive a lawful request or court order, we disclose information to law enforcement, regulators and courts.

14.1 Come to us first

If you raise a payment dispute with your bank instead of using the process in this policy, the dispute is decided by your bank and card scheme under their rules, not by Ventry. Contact the organiser, and then us, before going to your bank. It is usually faster, and a chargeback raised on an event that is going ahead can result in your ticket being cancelled.

14.2 Disputes raised without a proper basis

Raising a chargeback on a ticket you used, or on a ticket where no refund is due under this policy, is taking a service without paying for it. Where that happens:

• the ticket is cancelled and your account is closed;
• the amount charged back, together with any fee our processor charges us, becomes a debt owed to Ventry and we will ask you for it;
• where the amount is significant, or there is a pattern of it, we will pursue recovery, including through the courts, and may refer the matter to law enforcement.

Ticket prices on Ventry reach into the millions of naira, so this is not a theoretical position.

15.1 Changes

We may change this policy. The current version is published on ventrybooking.com with its version number and effective date. The version in force when you bought your ticket applies to that purchase.

15.2 Contact

Ventry Solutions, RC BN9586934, Abuja, Federal Capital Territory, Nigeria.

Buyer support, refund questions and fraud reports: support@ventrybooking.com

ventrybooking.com