Refund And Returns Policy | The Ego – Global Event Booking Platform

Last Updated: April 14, 2025

This Refund and Returns Policy explains how cancellations and refund requests are handled for services booked through The Ego platform.

1. Service-Based Bookings (NOT product sales)

The Ego is a marketplace for event services, not a retailer of physical products.
Bookings on our platform represent reservations for services provided by Vendors, not merchandise purchases.

Therefore, EU consumer return laws for physical goods do not apply.

2. Vendor-Determined Refund Policies

Each Vendor sets their own cancellation and refund terms.

Vendor terms may include:

flexible cancellation
partial refund
non-refundable deposit
fully non-refundable booking
vendor-specific cut-off dates
rescheduling terms

Clients are responsible for reviewing Vendor policies before booking.

3. The Ego’s Refund Position

The Ego:

does not issue refunds from its own accounts
does not guarantee refunds
does not override vendor policies
does **not act as arbitrator of refund disputes

Refunds, if granted, are issued solely by the Vendor.

4. Payment Processing Clarification

Payments are processed via WooCommerce and its integrated gateways.
The Ego acts as a technical processor of payment on behalf of the Vendor.

Funds for booking payments are legally considered Vendor’s funds from the moment of payment confirmation.

5. Refund Request Procedure

If a Client wishes to request a refund:

They must contact the Vendor directly through the platform or the Vendor’s provided contact.

If the Vendor approves a refund:

the Vendor initiates refund processing through the platform or relevant payment processor

The Ego may facilitate the technical aspect of the refund but not the decision-making.

6. Non-Refundable Scenarios

Refunds are NOT available when:

the Vendor’s policy explicitly states “non-refundable”
the Client fails to show up
the Client changes plans
the Client provides incorrect booking information
the event cannot proceed due to client-related reasons
services have already been fulfilled
cancellation is requested after vendor cutoff time

7. Force Majeure & Unforeseen Circumstances

Force Majeure events include:

extreme weather
natural disasters
government restrictions
war or conflict
pandemics or lockdowns
vendor-side operational limitations

In such cases, whether a refund or rescheduling is available depends entirely on the Vendor’s policy.

The Ego is not liable for losses related to Force Majeure.

8. Disputes and Mediation

If disputes arise between Client and Vendor:

The Ego may provide communication tools
The Ego may assist in clarifying terms
The Ego may provide records of booking information

However:

The Ego does not act as legal mediator
The Ego does not impose resolutions
The Ego does not decide who is right or wrong

9. Chargebacks & Fraud Prevention

Chargebacks initiated without first contacting the Vendor may result in:

account suspension
loss of platform access
blacklisting
referral to fraud monitoring services
legal notification

We encourage resolution through the Vendor whenever possible.

10. Changes to This Policy

We may update this policy at any time. Continued use of the platform after updates implies acceptance of the revised terms.

11. Contact Information

For clarification regarding this policy (not refund approval):
📧 egoeventsmediagroup@yahoo.es

The Ego