1. Overview
PullUp provides event discovery and ticketing services. Ticket revenues are automatically routed to event organizers' linked bank accounts via direct merchant subaccount settlement. By default, all ticket sales are final and non-refundable, unless an event is canceled or the organizer explicitly approves a refund.
2. Canceled & Postponed Events
Canceled Events
If an event is canceled by the organizer, eligible attendees will receive a refund to their original payment method or PullUp Wallet Balance. We will notify you via email when this happens.
Postponed Events
If an event is postponed or rescheduled, your ticket will remain valid for the new date. If you cannot attend the new date, you may request a refund within 7 days of the rescheduling announcement.
3. Organizer Refund Policies
Organizers specify their refund terms for each event. Because ticket sales settle directly to the organizer's linked bank account, PullUp will process authorized refunds in accordance with the organizer's account balance and approval.
4. Exceptions to the Refund Policy
We do not issue refunds for the following reasons:
- You changed your mind or cannot attend the event.
- You were denied entry due to arriving late or failing to comply with the venue's rules (e.g., dress code, age restriction).
- The artist lineup or scheduled performances changed.
- Purchases of paid votes for awards campaigns.
5. How to Request a Refund
To request a refund that aligns with the organizer's policy or for a rescheduled event:
- Go to your Profile or Tickets page.
- Select the ticket for the event.
- Click "Request Refund" to submit your request directly to the organizer and platform support.
Approved refunds are processed back to your original payment card or credited directly to your PullUp Wallet Balance within 3-5 business days.
6. Contact Us
If you have an issue with a refund or believe you were unfairly denied, please contact our support team at support@pullup.ng.