Tickets, merchandise and event changes
Refund policy
What to expect if an event changes or you need help with an event ticket or merchandise order.
Last updated · 25 September 2026
The organizer’s policy applies
Event organizers set the event-specific cancellation and refund conditions. Those conditions should be shown on the event listing or at checkout. Review them before purchasing because ticket purchases may be final where permitted by law and clearly disclosed.
Cancelled, postponed or changed events
If an organizer cancels, postpones or materially changes an event, they should communicate the available options, which may include a refund, credit, transfer or a new date. Achla may help deliver that message and process an approved refund through the payment provider, but the organizer and provider may control the final decision and timing.
Merchandise
Event merchandise is commonly collected at the event. If an item is unavailable, materially different from its listing, damaged at collection, or cannot be collected because the event is cancelled, contact the organizer promptly with your order reference. Any remedy depends on the event listing, organizer policy and applicable law.
How to ask for help
Keep your order reference, the event name, the email used at checkout and a short explanation of the issue. Contact the organizer first where their instructions are available. Before launch, Achla will publish a monitored support inbox and process for requests that need platform help.
Payment-provider timing
Once a refund is approved, the original payment method and payment provider determine how long it takes to appear. Processing fees, dispute rules and chargeback rights may be governed by the payment provider and applicable law.