Refund policy.

Fluxxo is a platform: whoever sells the ticket, booking or product is the organiser, host or store, and they decide and pay refunds, within the rules of this policy, the Terms of use and the law.

Refunds are credited to your Fluxxo Balance, available immediately to use on the Platform. Anyone who bought on the website without an account is contacted by email to receive the refund.

Tickets and bookings for a specific date have no 14-day right of withdrawal (Article 39(2)(h) of Law no. 41/X/2024).

• Cancelled event: a refund of the full price paid, including extras, to your Balance. If you haven't used that amount and would rather have the money, write to us with the IBAN where you want to receive it: we return it by bank transfer within 15 working days, or to the card used when that is possible.
• Postponed event or change of venue: the ticket is valid for the new date or venue. If the change is substantial, you can ask for a refund under the law.
• Changing your mind: no refund, unless the organiser allows it.
• Paying in parts: if you miss an instalment or give up, you get the percentage set in the conditions of the plan you accepted.
• Changing ticket type: the change fee is not refundable.
• Resale: what you receive for a resold ticket goes into your Balance.

The organiser can only refund on the Platform until the event ends. After that, write to us.

• Fluxxo Band (personal): pays from your Balance, so whatever you don't spend stays in your Balance.
• Unlinked event wristband, loaded in cash: the organiser's team hands back in cash what you didn't spend, at the event, until 1 hour after it ends.
• Event wristband linked to your account: what's left returns to your Balance 1 hour after the event ends, less a 10% fee (minimum 100 CVE). Leftovers of 100 CVE or less do not return.

On an unlinked wristband, after that deadline, the unspent amount is lost.

You can cancel an order made in the app while it is pending, and the amount returns to your Balance. Once it is being prepared, a refund depends on the store. Stores can only refund until the event ends.

Each listing has a cancellation policy (flexible, 24 hours, 48 hours or non-refundable), which you see before paying and which is fixed in your booking. Within the policy's deadline, you cancel in the app and the value of what you didn't use returns to your Balance.

If the host cancels or changes a departure, you receive what you didn't use in your Balance, or accept the new departure. The host can also refund up to 7 days after the service.

The Balance cannot be withdrawn or transferred while your account is active, and it does not expire. If you delete your account, you can ask for the Balance that came from your own top-ups, refunds or resales (excluding promotional credit and points) to be returned, up to 90 days later, by writing to suporte@fluxxo.cv from your account's email. We pay by transfer within 15 working days of confirming the request.

If a payment fails, you are not charged without confirmation from SISP and your bank. Sometimes the bank holds the amount for a few days before releasing it. If you were charged twice, or charged without receiving the ticket or product, write to us with the date, the amount and the purchase number: we check with SISP and return what is owed.

Write to suporte@fluxxo.cv from your account's email, with the purchase number and the reason. We reply within 15 working days. Refunds to a card may take a few more days to appear, depending on the bank.