Refunds.

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Effective August 31, 2026. Version 2026-08-31.1.

This Policy applies to one-time event purchases and the Threvu for Venues monthly subscription. It is part of the Terms of Service. Nothing here limits a refund, cancellation, chargeback, warranty, or consumer right that cannot lawfully be limited.

1. One-time events: full refund before use

A one-time event purchase is eligible for a full refund to the original payment method if the organizer requests it before the event is put live. Once the organizer starts the event, the digital service is considered used and the ordinary change-of-mind refund period ends. A postponed event can be rescheduled through event settings without repurchasing.

To cancel before use, submit a refund request with the organizer email and event reference. Do not include a full card number or security code. If you purchased the wrong tier and the event has not gone live, request a refund and create the correct tier after confirmation.

2. After an event goes live

We do not ordinarily refund a used event because the organizer canceled, attendance was lower than expected, upload or participant capacity was unused, guests chose not to participate, content was moderated under the rules, a venue lacked adequate internet, or a device, browser, projector, television, or third-party network failed.

We will review a refund or reasonable credit when a verified Threvu-controlled failure materially prevented the purchased core event service from operating and no reasonable workaround was available. The remedy will reflect the severity and duration of the failure and may be a full refund, partial refund, replacement event, or account credit. This does not narrow a remedy required by law.

3. Duplicate, incorrect, or unauthorized charges

Duplicate charges and verified billing errors will be corrected. Report a suspected unauthorized charge promptly through the billing form and to the card issuer. We may ask for the charge date, amount, last four card digits, Stripe receipt, and organizer email; never send a full card number, security code, password, or bank login. A good-faith report does not waive your right to contact the payment provider or regulator.

4. Threvu for Venues cancellation

Threvu for Venues costs $99.00 USD each month and renews automatically until canceled. Subscribers may cancel online at any time through Manage billing in the venue account, which opens the Stripe-hosted billing portal. Cancellation is scheduled for the end of the current paid billing period. The plan remains usable through that date while its billing status remains eligible.

Canceling does not undo a qualifying event already activated during a valid paid period, terminate an event that is live, delete a completed album, or create a new one-time charge. After entitlement ends, no new plan-covered event can be activated; one-time checkout remains available.

5. Subscription refunds

Monthly subscription payments are not automatically prorated or refunded for a partial month, unused event allowance, a venue’s decision not to hold events, or cancellation after the renewal charge. We will correct duplicate or incorrect charges and will review refunds required by law or justified by a verified, material Threvu-controlled service failure. Cancel before the renewal date shown in the venue account to prevent the next monthly charge.

We do not charge metered overages. A thirteenth event or an event above 150 participants requires a separately disclosed one-time purchase or a separate written arrangement; silence or excess usage never authorizes an automatic extra charge.

6. Failed payments and subscription recovery

Stripe may retry a failed subscription payment and provide a method to update payment details. Threvu may prevent new plan-covered activations while the subscription is no longer active or trialing. We do not delete prior events or interrupt an event already live solely because a later renewal fails. Use Manage billing to update payment details, view invoices, or cancel.

7. Free pilots

A venue-pilot request requires no card and creates no subscription. Any pilot scope, date, capacity, and support commitments must be confirmed separately. A free pilot does not automatically convert to paid service and cannot generate a recurring charge without a later, express checkout consent.

8. How to request a refund

1. Open the secure contact form and choose Refund request.
2. Provide the organizer email, event reference, charge date and amount, and a concise explanation.
3. Keep the reference shown after submission.

We aim to acknowledge a complete request within two business days and decide it within seven business days. Approved refunds are sent to the original payment method through Stripe. Stripe and the bank usually need 5–10 business days to post a refund, but the bank controls final timing. We will not issue cash or send a refund to a different account.

9. Abuse and fraud

We may deny a request supported by falsified information, repeated deliberate misuse, a completed chargeback for the same amount, or an attempt to retain both the service and a refund. This does not permit denial of a legitimate billing error, unauthorized charge, statutory right, or remedy for our breach.

10. Policy changes and contact

The policy accepted at checkout governs that purchase unless a later change is more favorable or law requires otherwise. Material subscription changes are communicated before taking effect with a usable cancellation method. For billing, cancellation, or refund help, use the contact form and retain the returned reference.