Refunds & cancellations
How refunds and cancellations work
This policy explains how Groove.na handles ticket refunds and cancellations. Each event may also include organiser-specific terms on its event page — those terms apply alongside this policy.
Standard policy
Tickets are generally non‑refundable unless the event is cancelled, postponed, or significantly changed by the organiser.
If you can't attend
If you're no longer able to attend, you can re‑assign your tickets to a guest from checkout or from your tickets page.
Event changes
If an event is cancelled or moved to a new date, guests are notified by email with options to keep tickets or request a refund.
1. Refunds when an event is cancelled
If an event is cancelled in full, the organiser can trigger automatic refunds from their dashboard. Refunds are processed back to the original payment method. Processing times depend on your bank or wallet provider and are typically within 5–10 business days.
2. Postponed or rescheduled events
When an event is moved to a new date or venue, all tickets remain valid by default. Guests who cannot make the new date can request a refund within the window set by the organiser (usually 7–14 days after the announcement). Check the email notification or event page for the exact deadline.
3. No‑refund tickets & limited allocations
Some ticket types — such as early‑bird deals, discounted tables, or limited allocations — may state “no refunds” at checkout. For those tickets, you can still transfer tickets to another guest using the assignment tools in your account instead of requesting a cash refund.
4. How to request a refund
- Open the ticket in your account under “My tickets”.
- Contact the organiser using the details on the event page, or reach Groove.na support at info@groove.com.na.
- Include your order reference, the email used at checkout, and how many tickets you want refunded.
5. Service fees & non‑refundable charges
In some cases, service fees or payment gateway fees are not refundable. Where this applies, it is shown clearly before you confirm payment at checkout.
6. Cashless wallet balances
Unused cashless wallet balances for an event are subject to the organiser's refund policy for that event. Refund requests for wallet top-ups should be directed to the organiser or to Groove.na support with your wallet reference.