Ticket terms & refunds

Events on soundr are organized by independent organizers and venues, who are responsible for the event itself — its lineup, running and any entry conditions. soundr provides the platform and ticketing tools.

Your payment is taken by our Merchant of Record, Polar, which acts as the seller of record for the transaction. Polar handles secure payment authentication (including Strong Customer Authentication where your bank requires it) and any applicable VAT or sales tax. soundr never sees or stores your card details.

All prices and fees are shown before you pay, in the event’s currency. Your order is confirmed once payment succeeds; we issue your ticket(s) to your account and send a confirmation. A ticket is valid for the event, date and tier shown on it.

Tickets are issued to you for personal use. You must not resell tickets in breach of an organizer’s conditions or applicable law, and an organizer may refuse admission where a ticket has been transferred or resold improperly.

When a refund is due, it can be issued for your whole order or for individual tickets within it. We calculate the refund amount from your original order — you never assert the amount yourself — and the refund is returned to your original payment method by Polar. Once a ticket is refunded it is no longer valid for entry, and the place is released.

• Organizer cancellation or material change — you are entitled to a refund of the ticket price (see the next section).
• Discretionary refunds — outside cancellations, whether a voluntary refund is available is at the organizer’s discretion and any per-event refund policy shown at checkout.
• Processing — approved refunds are processed promptly by Polar; the time for the money to appear depends on your bank or card provider.

To request a refund, contact us at support@soundr.social with your order details.

If an organizer cancels an event, you are entitled to a refund of the ticket price. If an organizer reschedules or makes a material change to an event, we will let you know and you may either keep your ticket for the new date or request a refund of the ticket price.

We will notify you using the contact details on your account, so please keep them up to date. soundr is not responsible for an organizer’s decision to change or cancel an event, but we will help facilitate refunds you are entitled to.

This does not affect your right to a refund where an event is cancelled or materially changed, nor any other mandatory statutory rights you have as a consumer.

Any VAT or sales tax is determined and handled by Polar as Merchant of Record at checkout, and is included in the total shown before you pay. soundr’s service fee is shown separately in the price breakdown.

Tickets are digital and tied to your soundr account. Admission is subject to the organizer’s and venue’s conditions. Where an event is marked 18+, you must meet the age requirement and may be asked to prove your age at the door; entry can be refused if you cannot.

Nothing in these terms removes or reduces the mandatory rights you have under the consumer-protection law of your country of residence. These terms should be read together with our Terms of Service and Privacy Policy.

Need help with an order? Email support@soundr.social.