Refund Policy

This Refund Policy explains how refunds and cancellations work on Crowdify. Crowdify Pty Ltd (ABN 47 692 719 305) operates a marketplace that supports three Event types — Free, Crowdfunded, and Ticketed — and a community feature with optional paid memberships. Each has a different payment flow and a different refund pathway. This policy is read together with the Terms of Service, the Privacy Policy, the Organiser Agreement, and the Payout Policy.

This policy does not, and cannot, exclude or limit your rights under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth), the "ACL"). If an Event is cancelled, is materially different from what was advertised, or is not supplied with due care and skill, you may be entitled to a refund, repair, or replacement under the ACL regardless of anything stated in the sections below. Section 8 describes the pathway to pursue those rights.

Free Events are RSVP only. No card is taken, no money moves, and no charge ever occurs. There is therefore no refund to process. If you can no longer attend a Free Event, you can change your RSVP status at any time from the Event page or your /tickets dashboard.

When you contribute to a Crowdfunded Event, your card is pre-authorised — Stripe places a temporary hold on the contribution amount, but no money is charged.

If the Event reaches its funding goal by the funding deadline, your card is charged. If the Event does not reach its goal by the deadline, the hold is released automatically and no charge ever occurs.

Cancelling a contribution before the funding goal is reached:
• You can release your pre-authorisation at any time before the goal is met by cancelling your contribution from your Account. The hold is released automatically.
• "Pending" lines on your statement typically clear from your bank within 3–10 business days, depending on your bank's processing schedule.

If the funding deadline passes and the goal is not met:
• All pre-authorisations are released automatically.
• No charge is ever made and no action is required from you.
• The Event is moved to "Did not fund" status.

Pre-authorisation holds typically last up to 7 days under card scheme rules. If a Crowdfunded Event reaches its goal after the 7-day hold window, the original hold may expire and a fresh authorisation may be required to complete your contribution. We will only attempt to re-authorise your card with your explicit consent.

Once a Crowdfunded Event reaches its funding goal and your card has been charged, the ticket is non-refundable from Crowdify directly.

This rule exists because:
• The Organiser relies on the funding being secure in order to book venues, pay deposits, and commit resources.
• Other Attendees have already committed on the same basis. Allowing one Attendee to withdraw after funding would shift cost onto everyone else.

If you can no longer attend, you have two options through Crowdify, set out in sections 6 and 7 below.

This non-refundable rule does not apply where:
• the Organiser cancels the Event (section 9)
• the Event is materially different from what was advertised (your ACL rights apply — section 8)
• the Event is not supplied at all or is not supplied with due care and skill (your ACL rights apply — section 8)

Ticketed Events use instant capture: your card is charged at the time of purchase. The Organiser receives funds 24 hours after the Event ends (subject to Stripe verification and other checks set out in the Payout Policy).

Once a ticket is purchased, the ticket is non-refundable from Crowdify directly. The same rationale described in section 4 applies — Organisers committing to venues, equipment, and staffing rely on confirmed sales.

If you can no longer attend, you have the same two options through Crowdify as for Crowdfunded Events — set out in sections 6 and 7 below.

This non-refundable rule does not apply where:
• the Organiser cancels the Event (section 9)
• the Event is materially different from what was advertised (section 8)
• the Event is not supplied at all or is not supplied with due care and skill (section 8)

If you can't attend, you can list your ticket back on Crowdify so another Attendee can purchase it. Crowdify handles the secure transfer.

How it works:
• You list the ticket at the original ticket price. Re-listing above the original price is not permitted (see section 17 — Anti-scalping).
• The listing is visible to other Users on the Event's resale tab.
• When another Attendee buys your re-listed ticket, Crowdify automatically transfers the ticket to the buyer and refunds you the original ticket price, less applicable platform and payment-processing fees.
• Re-listing does not guarantee a sale. If the listing is not picked up before the Event begins, the listing automatically expires and no refund is owed.
• You can cancel your re-listing at any time before it is sold.

If you already know someone who wants your ticket, you can create a private listing on Crowdify and share the link directly with them. Crowdify still handles the transfer to keep both parties protected from scams or duplicate tickets.

How it works:
• You specify the email address of the person you're passing the ticket to.
• Only that person can claim the private listing.
• The transfer is at the original ticket price; less applicable fees, you receive a refund of the difference.
• Private listings cannot be made to multiple people. If you want to offer the ticket to a wider audience, use the public re-listing in section 6 instead.

Selling, transferring, swapping, or sharing a ticket outside of Crowdify (for example by handing over a screenshot, a PDF, or sending the link to a third party) is a breach of these terms. Tickets transferred outside Crowdify may be cancelled at the door without refund.

The Australian Consumer Law (ACL) gives every consumer non-excludable guarantees, including that services must be supplied with due care and skill (s 60), be fit for any disclosed purpose (s 61), and be supplied within a reasonable time (s 62). Nothing in this policy excludes, limits, or modifies those guarantees, and any attempt to contract out of them is void (s 64).

When ACL rights apply to your ticket purchase:
• the Event is cancelled by the Organiser
• the Event is materially different from how it was advertised (different headliner, materially different venue, materially shorter, materially different content)
• the Event does not actually happen
• the Event is unreasonably delayed or unfit for the purpose it was sold for

How to pursue an ACL remedy:
1. Contact the Organiser first. The Organiser is the legal supplier of the Event and is the party against whom most ACL remedies for the Event are pursued. Their contact details are in your ticket confirmation and on the Event page.
2. If the Organiser does not respond within a reasonable time, refuses to provide a remedy, or has gone out of contact, email Crowdify support at hello@crowdify.com.au. We will:
   • facilitate communication between you and the Organiser
   • provide the transaction information you need to support your claim
   • where funds are still held by Crowdify (not yet released to the Organiser), refund you directly to your original payment method
3. If the issue remains unresolved, you may escalate to your state or territory's consumer protection agency (such as Consumer Affairs Victoria, NSW Fair Trading, Queensland Office of Fair Trading, Consumer and Business Services South Australia, or the ACCC).

Auxiliary expenses (travel, accommodation, time off work) are generally not recoverable from Crowdify and may not be recoverable from the Organiser under the ACL, depending on the nature of the failure. We recommend travel insurance for distant Events.

If the Organiser cancels an Event, the following applies depending on the Event's funding state:

Crowdfunded Event cancelled before the funding goal is reached:
• All pre-authorisations are released automatically. No charge is ever made and no action is required from you.

Crowdfunded Event cancelled after the funding goal is reached but before funds are released to the Organiser:
• Crowdify automatically refunds all ticket holders in full. No action is required from you.

Ticketed Event cancelled before the 24-hour post-event payout:
• Crowdify automatically refunds all ticket holders in full. No action is required from you.

Any Event cancelled after funds have been released to the Organiser:
• The Organiser is legally obliged to refund all ticket holders within 14 days under the Organiser Agreement.
• You should first contact the Organiser using the details in your ticket confirmation.
• If the Organiser does not refund you, email hello@crowdify.com.au. Crowdify will assist with recovery, may deduct outstanding refund amounts from any future payouts owed to the Organiser, and may take legal or collection action where appropriate.
• Crowdify cannot guarantee recovery from an Organiser who has spent the funds and has no further events on the Platform.

Refunds are processed to your original payment method. We use Stripe to process the refund; depending on your bank, refunds typically arrive in 5–10 business days.

Crowdify may cancel an Event listing where:
• the Event breaches these Terms, the Acceptable Use Policy, or applicable law
• the Organiser's identity, business legitimacy, or capacity to deliver the Event cannot be verified
• Crowdify has reasonable grounds to suspect fraud or misuse
• Crowdify is ordered to remove the Event by a court, regulator, or other lawful authority

Where Crowdify cancels an Event:
• if the Event has not been funded or charged yet, all pre-authorisations are released and no charge is made
• if cards have been charged but funds have not been released to the Organiser, all ticket holders are refunded in full
• if funds have already been released to the Organiser, Crowdify will reverse the transfer where possible and refund ticket holders directly; where reversal is not possible, the Organiser remains liable to refund ticket holders and Crowdify will pursue recovery on behalf of affected ticket holders

When a ticket sells on the resale market:
• The buyer pays the original ticket price plus applicable processing fees.
• The original ticket is transferred to the buyer.
• The seller receives a refund of the original ticket price less applicable platform and payment-processing fees that have already been deducted.

When you cancel a resale listing before it sells:
• The listing is removed. No money has moved because the ticket has not been sold; no refund is due.

When a resale listing expires (event begins without it selling):
• The listing is auto-cancelled. You keep the original ticket and may still attend the Event.

When an Event has been cancelled and you have an active resale listing:
• The resale listing is cancelled automatically. The full refund described in section 9 applies to whichever party currently holds the ticket at the time of cancellation.

Where a community charges a one-time joining fee or a recurring subscription:

One-time joining fee:
• Non-refundable from Crowdify directly once paid, except where the community is shut down by the admin or removed by Crowdify (in which case a refund will be issued by Crowdify if funds have not yet been released to the admin, or pursued from the admin if they have).

Recurring subscription:
• You may cancel your subscription at any time from your Account settings. Cancellation takes effect at the end of the current billing period; you retain access until that date. No pro-rata refund is provided for the unused portion of a current billing period.
• The subscription automatically renews at the end of each billing period unless cancelled.
• If a renewal payment fails, Crowdify will retry payment for a reasonable period and then mark the subscription as lapsed; access ends at the end of the period paid.

ACL rights apply to community memberships in the same way as to Events. If the community admin fails to deliver materially advertised benefits, you may be entitled to a refund under section 60 of the ACL (services must be supplied with due care and skill). The complaints pathway in section 8 applies.

In some circumstances Crowdify may offer alternative remedies — Crowdify platform credit, vouchers, or partial reimbursements — as a goodwill measure. These are offered at Crowdify's discretion.

Alternative remedies do not replace your rights under the Australian Consumer Law. You retain the right to insist on a refund instead of accepting alternative remedies where your ACL rights apply.

Crowdify does not currently operate a segregated reserve fund for refunds. Where the Refund Policy provides for a Crowdify refund (for example, on cancellation of an Event by the Organiser before payout), that refund is sourced from funds Crowdify holds in respect of the affected transaction.

If you initiate a chargeback (dispute the charge with your bank or card issuer) instead of using the refund pathways above, the following applies:
• Stripe and the card networks handle the dispute under their rules.
• Crowdify will respond to the chargeback with the available evidence (ticket purchase records, Event delivery evidence, your communication history).
• Where Crowdify or the Organiser ultimately wins the dispute, your ticket remains as purchased and the funds remain as paid.
• Where you ultimately win the dispute, the disputed amount is returned to you and the Organiser is responsible for the amount plus any chargeback fee (currently A$25 per Stripe).
• An attempted chargeback that is later determined to be invalid (for example, where the Event was delivered as described and the dispute was an attempt to obtain a free service) may result in Account suspension.

Where you believe a charge is wrong, please contact Crowdify support (hello@crowdify.com.au) before disputing with your bank — most issues are resolvable directly with us in a few business days.

Step 1 — Self-serve through your Account:
• To cancel a contribution before a Crowdfunded Event meets its goal, use the cancel button on the Event page.
• To re-list or privately transfer a ticket, use the resale flow on the ticket detail.
• To report an issue with an Event, use the in-app report function on the Event page.

Step 2 — Contact the Organiser:
• Most refund and Event issues are between you and the Organiser. Use the "Message organiser" function on the Event page.

Step 3 — Email Crowdify support:
• If steps 1 and 2 do not resolve your issue, email hello@crowdify.com.au with:
  - your Account email
  - the Event name and date
  - the ticket reference (e.g. CFY-XXXXXXX-XXXX) or contribution reference
  - a clear description of the issue and what remedy you are seeking
• Crowdify will acknowledge within 2 business days and investigate within 5 business days.

Step 4 — External escalation:
• ACCC and state / territory consumer-affairs regulators for ACL claims
• OAIC for privacy complaints (privacy@crowdify.com.au)
• Australian courts of competent jurisdiction (Victoria — governing law and primary forum)

To the maximum extent permitted by law (and subject to your non-excludable rights under the Australian Consumer Law as described in section 8):

• Crowdify is a platform that facilitates ticket sales, contributions, and payments. Crowdify is not the organiser, host, or operator of any Event listed on the Platform.
• Crowdify's aggregate liability to any Attendee in respect of any Event-related claim is limited to the amount that Attendee paid through the Platform for the affected ticket or contribution.
• Crowdify is not liable for any indirect, consequential, special, exemplary, or punitive damages, including loss of travel costs, accommodation costs, time off work, opportunity cost, or emotional distress.
• Crowdify does not insure any Event against cancellation, postponement, or loss. We recommend travel insurance for distant Events and event-cancellation insurance for Events with high auxiliary cost.

These limits do not apply where prohibited by the ACL or any other non-excludable provision of Australian law. Where required by the ACL, Crowdify's liability for breach of a consumer guarantee in respect of services not ordinarily acquired for personal, domestic, or household use is limited under s 64A to (at Crowdify's option) the resupply of the affected platform services or the cost of resupply.

Crowdify limits ticket resale to the original ticket price. This rule is designed to be compliant with every Australian state and territory anti-scalping regime, including:
• New South Wales Fair Trading Act 1987, Pt 4A, ss 58D–58F (10% cap on resale)
• Major Events Act 2009 (Vic) (10% cap on resale of declared events; ticket-bundling restrictions)
• Major Sports Facilities Act 2001 (Qld) (10% cap)
• Major Events Act 2013 (SA) (resale capped at 110% of original price)
• Major Events Act 2014 (ACT) (10% cap on declared events)

Listing a Crowdify ticket above the original price on any third-party site is a breach of these Terms and may also be a breach of state law. We may cancel tickets we identify as scalped and may report scalping to the relevant authorities.

Crowdify may update this Refund Policy from time to time. Where the change is material, we will notify Account holders by email or by a prominent in-Platform notice at least 14 days before the change takes effect.

Material changes do not affect Events that have already been listed and started selling tickets under the previous version of this Policy — those Events complete under the Policy in effect at the time of listing.

For any refund-related question, dispute, or report:

Crowdify Pty Ltd
ABN 47 692 719 305
General support and ticket questions: hello@crowdify.com.au
Privacy enquiries: privacy@crowdify.com.au
Legal notices and disputes: legal@crowdify.com.au

Office of Fair Trading equivalents:
• Consumer Affairs Victoria — https://www.consumer.vic.gov.au
• NSW Fair Trading — https://www.fairtrading.nsw.gov.au
• Office of Fair Trading Queensland — https://www.qld.gov.au/law/fair-trading
• Consumer and Business Services South Australia — https://www.cbs.sa.gov.au
• ACCC — https://www.accc.gov.au