Refund policy

Approved refunds include the refunded ticket’s price and its TourniBase buyer fee. Canceled events require full refunds for affected admission orders. Under the director-free setup, TourniBase absorbs nonreturned processing costs; organizers still return refunded ticket proceeds and cover valid event-related chargebacks. TourniBase covers losses caused by its own errors.

The tournament or event organizer is the seller for admission orders and handles refund decisions. Buyers should contact the organizer listed on the event page or in the TourniBase confirmation email and include their order number.

If an event is canceled, the organizer must notify buyers and arrange full refunds of the affected admission orders, including TourniBase buyer fees. Contact the organizer or TourniBase support with the event and order number. Cancellation refunds require action by the organizer and support; they are not triggered automatically by editing an event.

The organizer returns the ticket proceeds and TourniBase returns its buyer fee. Under the director-free setup, TourniBase absorbs original processing costs that Stripe does not return. If proceeds have already been paid out, the organizer remains responsible for funding the ticket-price portion. Historical orders retain their original payment arrangement rather than being repriced by a later plan change.

Organizers cover valid chargebacks caused by their event or actions, including the disputed payment and applicable dispute charges. TourniBase covers losses caused by its own errors. Support reviews the cause and evidence, while Stripe and card-network procedures determine the payment dispute. Do not send a separate refund for an open dispute without checking with support, to avoid paying twice. Nothing in this policy limits rights that applicable law gives buyers.

When a full Stripe refund is processed and Stripe sends the refund event to TourniBase, TourniBase marks the order as refunded and blocks the order’s active or checked-in passes from future entry. A full refund includes any TourniBase service fee paid by the buyer.

Pass-specific partial refunds created from TourniBase order details include the selected ticket’s price and its share of any buyer-paid TourniBase service fee, update the refunded total, and void the selected pass. A generic partial refund created directly in Stripe updates the order total, but it cannot identify which pass should be voided.

Refunds are processed through the organizer’s connected Stripe account. TourniBase should update pass status shortly after Stripe sends the webhook event. A pending refund is not a completed refund. A failed refund requires support review; do not submit it repeatedly. The money returning to a card can take longer because it depends on Stripe, the card network, and the buyer’s bank.