1 SCOPE AND DEFINITIONS
1.1
This policy applies to tickets, passes and digital admission credentials purchased through What's My Plans (WMP). The event organizer remains responsible for supplying the event represented by the ticket.
1.2
Venue and service-provider requests, quotes and bookings are governed by the Provider Marketplace Agreement and the cancellation-policy version captured with that booking, not by this ticket policy.
1.3
If a host and provider settle a provider booking outside WMP, WMP does not hold those funds and cannot process, guarantee or reverse that external payment. The parties must arrange any external refund between themselves, without limiting rights available under applicable law.
1.4
Nothing in this policy excludes, restricts or replaces a right or remedy that cannot lawfully be excluded, including rights under the Consumer Protection Act.
2 BUYER CANCELLATIONS
2.1
A buyer may request cancellation of an advance ticket booking before the event by using the available in-app cancellation process or contacting legal@whatsmyplans.com.
2.2
A reasonable cancellation charge may be deducted only where permitted by law. The charge is assessed for the particular cancellation and is not an automatic fixed percentage.
2.3
Relevant circumstances may include the nature of the event, the length of notice, the organizer's reasonable opportunity to find another buyer, customary practice for comparable events, work already performed and reasonable non-recoverable commitments. WMP or the organizer may request proportionate supporting evidence.
2.4
No cancellation charge will be imposed when the cancellation results from the death or hospitalisation of the person for whose benefit the booking was made. Reasonable proof may be requested before the refund is completed.
2.5
Not attending, arriving late or being refused entry does not produce an automatic outcome. Any refund or charge will depend on the facts, the lawfulness and prior disclosure of the admission requirements, the reason for refusal and the rights available under applicable law.
3 EVENT CANCELLATION, POSTPONEMENT OR NON-DELIVERY
3.1
If the organizer cancels the event or cannot provide the purchased admission, the buyer will not be charged a buyer cancellation fee. Amounts paid for an undelivered supply will be refunded or another lawful remedy offered, subject to the buyer's rights and any choice the law gives the buyer.
3.2
If an event is postponed or materially changed, WMP and the organizer will communicate the available remedy. A replacement date, ticket credit or voucher is not treated as accepted merely because it is offered.
3.3
A ticket that is invalid or not honoured because of a verified WMP system error will be replaced where reasonably possible or refunded if it cannot be replaced.
3.4
WMP may assist with communications and payment administration as ticketing intermediary. That role does not remove the organizer's responsibility for the event or reduce the buyer's statutory rights.
4 REFUND METHOD, FEES AND TIMING
4.1
Where WMP processes an eligible refund, it will normally be returned to the original payment method. A voucher, credit or alternative ticket will be used only if the buyer expressly agrees or applicable law permits it.
4.2
Platform, service and payment-processing charges are not automatically non-refundable. An amount may be retained only to the extent it was properly disclosed, the related service was supplied, and retaining it is lawful in the circumstances. Charges will be refunded where applicable law requires.
4.3
Once eligibility and any reasonably requested evidence have been confirmed, WMP aims to initiate an approved refund within five business days. A bank, card network or payment provider may take additional time to make the funds available.
4.4
Questions or refund requests may be sent to legal@whatsmyplans.com. Please include the order reference, event and reason for the request, but do not email full card or bank-account credentials.