Refund Policy

Version 2 · Last updated 3 July 2026.

1. Who issues refunds

For paid events, the organiser is the merchant of record and sets the refund terms for their event. Glentio is a disclosed platform that facilitates the sale and processes refunds on the organiser’s behalf through Stripe.

2. The 14-day cooling-off right and its exception

Under EU consumer law, distance purchases usually carry a 14-day right of withdrawal. However, tickets for leisure events tied to a specific date or period are exempt from this right (Consumer Rights Directive, Art. 16(l)). This means there is no automatic 14-day cooling-off right for dated event tickets — refunds depend on the organiser’s stated terms and on your rights below where an event is cancelled or materially changed. Any organiser is free to offer more generous terms.

3. Requesting a refund

Refund eligibility depends on the organiser’s stated terms for the event. Request a refund from the event’s organiser; hosts can issue refunds from their dashboard, and Glentio can assist where a platform policy applies.

4. Event cancellation or material change

If an organiser cancels an event, or changes it materially so that it is no longer what you bought, you are entitled to a refund of the ticket price. Refunds are made to your original payment method, normally within 14 days. Glentio may proactively refund affected orders and hold or reverse the organiser’s payout to protect buyers.

5. Service fees

Glentio’s service fee is shown transparently before purchase. The fee is generally non-refundable on partial or discretionary refunds, but is returned in full where an event is cancelled or materially changed.

6. When a refund is issued

A refunded ticket is invalidated and can no longer be used for entry. Funds are returned to the original payment method and may take several business days to appear, depending on your bank.

7. Fraud and chargebacks

Glentio may delay or withhold payouts and reverse transactions to investigate suspected fraud or abuse, consistent with our Terms of Service.

8. Your statutory rights

This policy does not affect your mandatory rights as a consumer under Spanish and EU law. If you cannot resolve a refund with the organiser or with us, you may use out-of-court dispute resolution (in Spain, the Juntas Arbitrales de Consumo) or the courts.

9. Contact

Refund questions: support@glentio.com.