The short version
Every event on VisionArise is sold by the organiser who runs it, not by VisionArise. Each event page shows that organiser's cancellation window before you pay, and that window is what governs your booking. This page explains the rules that apply on top of it.
1. Who you are buying from
VisionArise operates the platform and processes payment through Stripe. The contract for attending an event is between you and the organiser of that event. Where an event is run by VisionArise itself, we are the organiser and these terms apply to us directly.
- The organiser sets the price, the cancellation window and the event content
- VisionArise collects payment on the organiser's behalf and charges a platform fee
- Refunds are returned to the original payment method through Stripe
2. The 14-day withdrawal right does not apply to event tickets
EU consumer law normally gives you 14 days to change your mind about something bought online. That right does not apply to services connected with leisure activities where the contract provides for a specific date of performance β which is what an event booking is.
This is the exception in Article 16(l) of Directive 2011/83/EU, transposed in Romania by OUG 34/2014. We are required to tell you this before you pay, so: booking a place at a dated event does not come with a statutory 14-day cooling-off period. What you do get is the organiser's cancellation window, described below.
3. Cancelling your own booking
Each event states its cancellation window on the registration screen before payment. Unless the organiser sets something different:
- You can cancel and receive a full refund up until the event start time
- After the event has started, the booking is no longer refundable
- Refunds go back to the card or method you paid with β we cannot redirect them elsewhere
- Your bank typically takes 5-10 business days to show the refund
If an organiser has set a stricter window β for example 48 hours before the start β that window is shown on the event page and in your confirmation email, and it is the one that applies.
4. If the organiser cancels or changes the event
If an event is cancelled, you are refunded in full, including any platform fee. You do not need to request this.
- Cancelled event: automatic full refund
- Date, time or location moved: you may cancel for a full refund if the new details do not work for you
- Event runs materially differently from its description: contact us and we will look at it case by case
5. How to request a refund
Cancel from the event page in your account, or write to us if you cannot reach it.
- In-app: open the event, choose Cancel registration
- By email: include the event name, the date and the email address you booked with
- We acknowledge refund requests within 5 business days
6. If you disagree with the outcome
Write to us first β most disputes are a misunderstanding about which cancellation window applied. If we cannot resolve it, you can escalate to the Romanian consumer protection authority (ANPC), including its alternative dispute resolution route. Raising a chargeback with your bank before contacting us usually makes the case slower to resolve, not faster.
Contact
Refund questions go to the address below. Include your booking email so we can find the registration.