Refund & Cancellation Policy

1. Role of the Platform

Reyze (operated by Põhivõrgustik OÜ) acts solely as a software provider and payment facilitator for the Event Organiser. As between the Platform and the Event Organiser, the Event Organiser is the seller, principal, and intended merchant of record for the event and all ticket sales. We do not organise the events listed on our platform and, to the maximum extent permitted by law, do not assume responsibility for event delivery, refund entitlement, or dispute outcomes.

2. Right of Withdrawal (EU Law)

In accordance with the Estonian Law of Obligations Act and EU Consumer Protection directives, the 14-day "Right of Withdrawal" does not apply to contracts for the provision of services related to leisure activities if the contract provides for a specific date or period of performance. This means that, by default, event tickets purchased through Reyze are non-refundable unless the Event Organiser specifies otherwise or the event is cancelled.

3. Cancellation or Postponement

• •If an event is cancelled, the Organiser is required to refund the ticket price to the Buyers and remains solely liable for that refund obligation.
• •If an event is postponed or materially changed, the Organiser remains solely responsible for honoring any refund, exchange, or consumer-law obligation owed to Buyers.
• •The Platform may assist Organisers with the technical processing of refunds, but the decision to refund and the financial liability for the refund remain with the Organiser.

4. Non-Refundable Service Fees

When a refund is issued, the Platform may facilitate return of the relevant ticket amount from funds belonging to the Organiser. Unless mandatory law requires otherwise, the Platform's own service fees and third-party processing costs may be non-refundable because they relate to software and payment facilitation services already performed.

5. How to Request a Refund

To request a refund, you should first contact the Event Organiser directly using the contact information provided on the event page or your ticket confirmation email. If you are unable to reach the Organiser, you may contact our support for assistance in facilitating communication.

6. Chargebacks and Disputes

All chargebacks, payment disputes, fraud losses, and reversal costs relating to an event or ticket sale are the responsibility of the Event Organiser. Although Stripe may initially debit such amounts from the Platform in a destination-charge flow, the Platform may recover the full disputed amount, fees, and related costs from the Organiser's connected Stripe account, reserves, future payouts, or other lawful recovery methods where authorised and legally permitted. Buyers should first attempt to resolve disputes directly with the Organiser or through our support channels.

7. Refund Processing Timeframe

Once a refund decision is made by the Organiser or required by applicable law, the Platform may process the technical refund instruction and the refund will ordinarily be returned to the original payment method within 14 calendar days, subject to payment network timing. This timeline begins once the refund decision is confirmed and sufficient recoverable funds are available from the Organiser.

8. EU Model Withdrawal Form (Appendix)

Note: As stated in Section 2, the standard 14-day right of withdrawal does not apply to event tickets under the leisure-activities exemption (§53(2) of the Estonian Law of Obligations Act; EU Directive 2011/83/EU Art. 16(l)). However, if an Event Organiser voluntarily accepts withdrawals, the following EU standard model form may be used: