Refund & Cancellation Policy

1. Role of the Platform

Reyze (operated by Põhivõrgustik OÜ) acts exclusively as the commercial agent of the Event Organiser. The Platform does not act as agent for, or on behalf of, Ticket Buyers. We do not organise the events listed on our platform. Therefore, the Event Organiser is legally responsible for the event's occurrence and any subsequent refund obligations.

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.
• •If an event is postponed, your ticket is typically valid for the new date. If you cannot attend the new date, you must request a refund directly from the Organiser.
• •The Platform will assist Organisers with the technical processing of refunds, but the decision to refund rests with the Organiser.

4. Non-Refundable Service Fees

When a refund is issued, Reyze typically refunds the face value of the ticket. However, the service fees (3.5%) and any fixed processing fees charged at the time of purchase are non-refundable, as these fees cover the mediation and payment processing services that have already been fully 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

Unauthorized chargebacks through your bank are considered a breach of our Terms. We encourage all Buyers to resolve disputes directly with the Organiser or through our support channels. Fraudulent chargeback claims will result in permanent suspension from the Platform.

7. Refund Processing Timeframe

Once a refund decision is made — whether by the Organiser, or upheld by Reyze following a dispute — the refund will be processed and returned to the original payment method within **14 calendar days**. This timeline begins from the date the refund decision is confirmed in writing (by email or through the platform).

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: